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“mixed feelings”

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Now Sapphire Riviera Cancun
Ranked #5 of 28 Hotels in Puerto Morelos
Certificate of Excellence
GreenLeadersSilver level
Reviewed 5 March 2012

My fiancé and I went with his parents to Now Sapphire from Feb 25 - March 3.
We are planning on getting married at the resort in July so we went to check out the resort and meet with the wedding coordinator.
The first few days were great. We upgraded to preferred ocean front and were very happy with the check in, room, private pool and perks. We also really enjoyed the food and had a great meeting with Anel our wedding coordinator.
However, we had many negative experiences with Israel at the preferred pool. He was very rude to us on many occasions. Everyday there seemed to be something that he had against us and was intentionally being rude to my fiancé and I, on one occasion he kicked us out of the preferred pool because we had arrived 10 minutes before it opened. We would also order drinks that would never arrive and we would have to go and reorder at the bar ourselves. We were also disappointed with how dated the resort is. The beautiful columns that you can see around the pool in online pictures really don’t look like that, many are missing and wrapped in caution tape and there are many missing/chipped tiles around the pool. The furniture in the lobby and restaurants are very worn and need to be replaced
The resort was also over booked. They made numerous attempts to transfer people out of the resort to Now Jade, Dreams and Secrets. It made you feel very unimportant. Eventually my we became so upset with the staff and quality of the resort we transferred to Secrets Silversands. This process was full of even more issues. My fiancés parents were transferred without any issues, however my fiancé and I went on a tour that day and when we returned to Now Sapphire to collect our belongings and transfer to Secrets we were told that Now Sapphire never arranged for our transfer. We were told that Secrets was now overbooked and we had to now stay at Now Sapphire, even though my fiancés parents had already been transferred. After my fiancé had made several attempts to correct the situation we took our own taxi to Secrets, when we arrived Secrets was able to give us a room next door to his parents no problem. I guess they really weren’t overbooked after all. Then again when trying to get to the airport from Secrets, Now Sapphire was supposed to cover all transportation that never did show up. We had to cover our own taxi to the airport instead of receiving the shuttle that was included in our package.
Without having to be said my fiancé and are very disappointed with Now Sapphire and are having regrets about booking our wedding there for the summer.

Room Tip: Stay in building 1-6 or 14 they are the ocean front rooms. The other buildings are close to roads
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  • Stayed: March 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank Karin H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NowSapphireRC, Social Media at Now Sapphire Riviera Cancun, responded to this reviewResponded 16 May 2012

Dear Sir / Madam,

Thank you for sharing your feedback on Tripdavisor. We appreciate your time to write a review of your recent stay with us.

We sincerely apologize for any inconvenice you experienced during your stay. Our wedding manager have contacted you and we hope to celebrate your wedding in our beautiful resort.

We hope to welcom you very soon.

Cordially yours,

ORV
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6,367 - 6,371 of 7,923 reviews

Reviewed 4 March 2012

We just returned from our fifth vacation to Now Sapphire. Each time we think it won’t be as good as the last but it just keeps getting better. We went with three other couples and all stayed Preferred . You will not find a friendlier atmosphere anywhere. We have traveled to Mexico one or two times a year for the past eighteen years and Now Sapphire is by far the best vacations we’ve experienced. We’ve stayed at bigger, smaller, fancier, newer, adults only, many different resorts but this is our favorite Sapphire is not too big but big enough. The food selection is great. The grounds are beautiful and everything is easily accessible. We particularly like the Preferred Private Pool area. I cannot say enough good things about Israel and Ivan who are over the preferred pool and beach areas. All the bartenders are great but especially Antonio and Angel - they are the best. We have grown so fond of all these people I’m not sure we would want to go back if they were not there. The entertainment is good with something always going on. Last November when we were there it rained one day all day and it turned out to be one of the most fun days we had, You will not be disappointed with this resort - unless you don’t like to laugh and have a good time. Maybe we will see you there next time!! We will definitely be going back!

  • Stayed: February 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank 12yrtravelingfriends
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NowSapphireRC, Social Media at Now Sapphire Riviera Cancun, responded to this reviewResponded 16 May 2012

Dear Sir/ Madam,

Just a short note to thank you for your nice words and appreciation of our resort and service. We are glad to hear you had a good experience and want to thank you on behalf of all the Now Sapphire Riviera Cancun and staff for your very nice comment.

We hope to welcome you again very soon at the Now Sapphire Riviera Cancun.

With kind regards,

ORV
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Reviewed 4 March 2012

Resort was very nice with lots of 'nature' along the walks to your room. I actually saw a cuati mondi (horribly mispelled) that crossed the path in front of me. Creature with a long snout and tail. But the pools were great with the ever present swim up bars. They've got the the all inclusive packages to a fine art! No more bracelets with only certain restaurants and bars you can go to. Everything is open to everyone! Much better than the bracelet system some resorts use. But as I said in the title it was a lonely trip with couples and weddings all around you. I will come back here but not by myself! Nice break from the rat-race though. Service was great and all employees made you feel welcom. Recommend the day trip to a Mayan ruin, called Chichen Itza. Great guides and a fantastic 'swim hole' that is included.

Stayed: March 2012
1  Thank thedude814
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NowSapphireRC, Social Media at Now Sapphire Riviera Cancun, responded to this reviewResponded 16 May 2012

Dear Sir / Madam,

Thank you for sharing your feedback with the Tripadvisor community. We appreciate the time you took to write a review about your stay with us.

We are happy to know you enjoyed the resort facilities and the service provided by the staff. We will share your feedback with the operations staff.

We hope to welcome you again very soon.

Cordially yours,

ORV
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Reviewed 3 March 2012

I was so disappointed by this trip. First of all,Apple stated this hotel was built in 2010. That is very misleading. This hotel is in desperate need of paint, new furniture, and overall upgrade. They were short staffed during our stay leaving you waiting 30-45 minutes for a drink which I have never experienced in the past at any other resort. We waited in line for 15 minutes at least to eat at the buffet, and the night life was fine if you were wanting to go to bed at 10 pm. They offered many excursions but is that not why you pay for all inclusive? We had purchased an ocean front suite we we purchased our trip. I inquired the cost to upgrade to the preferred club and they advised me it would be another $60 a day but our room assignment would not change. I would not recommend this resort and I am not sure how Apple can rate this a 6 apple.

  • Stayed: February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank marbec4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NowSapphireRC, Social Media at Now Sapphire Riviera Cancun, responded to this reviewResponded 16 May 2012

Dear Sir / Madam,

Thank you for your feedback. We appreciate the time you took to write a review.

We regret not having been able to fulfill your expectations and we would like to explain some point. The preferred club is a category with additional services and has a rate. The Jr Suites are tropical view or ocean front with an additional charge.

We really hope to have the opportunity to welcome you in the near future.

Cordiallly yours

ORV
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Reviewed 3 March 2012

I hate long, wordy reviews. Sadly, I deleted most of my pics by accident from the camera. Hotel pics gone. :(

This is an awesome property.

Things we liked:
Very friendly staff
Beatiful location, powdery sand, surf not too strong, so kids could swim safely.

Staff helpful, but be patient at check-in. They need more staff for this process.

Great food at the rest we ated in, except for Lemongrass, the Japanese rest.

We were offered an upgrade at check-in for only $350 more. So instead of having a garden view room at back of the property we got an ocean front room on third floor with an outdoor whirlpool tub. It was stunning and worth it.

Rooms are new, modern and very clean. Marble floors, bathrooms. Ask for soft pillows and they'll bring them straightaway.

Resort is not overcrowded

Ceramic painting with my 8yr old daughter at the little cart beside the towel/washrooom building was great. You pay a nominal fee per piece, paint it, and he "fixes it up" after you leave and glazes it to be a stunning piece.

Good activity shack where kids/families can play Pool, pingpong, foozeball. Also a separate pool with a basket ball net and water polo type nets for playing watersports.

Kids/teen club available

huge main pool/swim up bar

no condo salespeople bugging us, and no peddlars on beach

Things we didn't like:

long check-in

the gym has old(er) equip that is in disprepair and is barely usable, although the weight machines were good, but free weights weren't light enough for me. They started at 15lbs. I am a runner and the treadmill was brutal,and I don't like beach running.

palapa beds aren't great because they have a permanent roof on them. We've taken preferred vacations before and the palapa beds had a retractable canvas drape so we could sunbathe in comfort as well as seek shade when we wanted. We didn't buy preferred this time because we had our kids along, but the extras seemed very minimal for this option.

Riviera prices outside resort are pricey.

Activities we did:
EXPLOR - great day trip. Ziplines, Little jeeps, cave swimming, and cave rafts among ancient stalagtites. TAKE WATERSHOES FROM HOME
DELPHINUS - Did the Primax option with my daughter. It was music to my ears to hear her having so much fun. Prices for buying pics at the end were too high
CROCOCUN- great day trip right outside resort. Fed monkeys, kissed a parrot, held snakes, lizards, etc. Very fun and educational
PLAYA DEL CARMEN- 5th avenue. Ok. Was oversold to us by the Air Cda rep. Repetitive products/markets. Wished we went to village of Play Morales instead.

Helpful hints:
Take watershoes in case you decide to go to excursions that require/suggest them
Take LOTS of sunscreen
Take a mittful of American one dollar bills. Tipping is expected and is how the employees make most of their income.
We felt ripped off when we paid for activities using American cash or when we paid for stuff. They'd give us back pesos as change, but not a fair exchange rate. Having pesos would have been easier.
Taxi cab drivers are great. Felt incredibly safe leaving resort and going in a car to Playa del Carmen.


This is an AWESOME resort. I'd go there again, and again, and again.

Room Tip: We were in room 334. Third building, ocean front.
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  • Stayed: February 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank dmcmccm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NowSapphireRC, Social Media at Now Sapphire Riviera Cancun, responded to this reviewResponded 16 May 2012

Dear Sir / Madam,

Thank you very much for your recent TripAdvisor review. We were pleased to learn you enjoyed your stay with us at the Now Sapphire Riviera Cancun. We seriously take all of our guests' comments in order to improve our services.

We are happy to know you liked the resort, our friendly staff, food, room and the activities. It is great you had time to visit many places near to the resort.

We look forward to welcoming you again very soon.

Cordially yours

ORV
Social Media

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Now Sapphire Riviera Cancun

Address: Super Manzana 11 Manzana 9 Lote 10, Puerto Morelos 77580, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Amenities:
Bar / Lounge Beach Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 On the Beach Hotel in Puerto Morelos
#5 Luxury Hotel in Puerto Morelos
#5 Spa Hotel in Puerto Morelos
#5 Top resorts Hotel in Puerto Morelos
#6 Business Hotel in Puerto Morelos
#7 Romantic Hotel in Puerto Morelos
#8 Green Hotel in Puerto Morelos
Price Range: €180 - €464 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Now Sapphire Riviera Cancun 4*
Number of rooms: 496
Official Description (provided by the hotel):
Now Sapphire Riviera cancun Set in a tropical landscape of palm trees, soft sand and sparkling azure sea, combining a AAA Four Diamond award designation with Unlimited-Luxury(R) amenities, Now Sapphire Riviera Cancun redefines all-inclusive and offers the perfect escape for families with teens and tweens, couples and friends. Our Unlimited-Luxury(R) experience at Now Sapphire, where everything is included, is redefining all-inclusive. Spacious rooms and suites are graciously appointed and luxuriously equipped with amenities. Active and lively settings provide entertainment for guests of all ages, including kids, teens and tweens with the supervised Explorer's Club for Kids with Red Cross certified staff and Core Zone Teens Club. It's all wristband-free! At Now Sapphire, these amenities include: Limitless access to gourmet à la carte dining options without reservations required Unlimited international & domestic top-shelf spirits Unlimited natural fruit juices and soft drinks 24-hour room, 24-hour Coco Cafe & concierge services Pool and beach wait service Daily refreshed mini-bar with soft drinks, juice, bottled water & beer Daily maid service Endless daytime activities and nightly entertainment Theme parties, oceanfront bars and entertainment venues No wristbands required All taxes and gratuities Enjoy free Wi-Fi and free international calling to the US, Canada and Mexico with Unlimited Connectivity. The mobile app also allows guests to view the schedules of all events, activities and restaurants at the resort, plus to learn about local destinations, excursions, and much more Unlimited-Luxury(R) for reconnecting every generation ... more   less 
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Also Known As:
Now Sapphire Riviera Cancun Hotel Puerto Morelos
Paradisus Puerto Morelos
Paradisus Hotel Puerto Morelos
Paradisus Riviera Maya
Paradisus Riviera Cancun Hotel
Paradisus Riviera Cancun Resort
Paradisus Cancun
Now Sapphire Riviera Cancun Riviera Maya, Mexico

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