Now Sapphire Riviera

The facility is large. The buildings are old and need serious renovations. The room, lobby, restaurants, everything is outdated. The food at restaurants are mediocre. They have blue and black wristband and and regular customers wear blue band and these people are not allowed to enter certain restaurants that are specifically for the black wristband customers, which is really annoying. The coffee shop at the lobby area is for the black wristband so I was not allowed to buy any coffees. Nothing special about this place. The pool is large but just noisy with DJ all day long. If you need peaceful and quiet hotel, this is not the place to be. We were sent by our airline when our flight got canceled. No way we would not choose this place for our vacation.

The resort needs a face lift and the food an upgrade.Thepeople were wonderful and the weather gorgeous. The drinks were plentiful but you had to ask for premium drinks like captain Morgan’s spiced rum

I was saddened and shocked that Hyatt not notify customers that the Now Emerald was closing its doors on August 1, specifically informing customers that the following basic client services would be compromised during my stay: building maintenance and cleaning, food/restaurants, activities and infrastructure. I selected the Now Emerald for nostalgia, and excitedly booked reservations to celebrate a seven-year commitment trip with my partner during July 27-31 in Room 233 at the Now Emerald in Cancun Mexico. I hadn’t traveled to Mexico for the past seven years and this sadly will be my last Hyatt stay experience. Where do I start my travel log? After a long travel day, I was excited to jump in the shower and begin the vacation. I quickly realized that there was no hot water for a much-needed shower. While the repair response was immediate, I had to contact the front desk shortly thereafter because the bathroom sink’s water was also not working. Again, the maintenance team was prompt in response and professional which was great because I spent the entire weekend vacation requesting their assistance. As I was eager to explore the hotel, attempted to secure my belongings (passport, money, etc.) in the safe, and quickly realized that the safe was not functioning. It couldn’t lock. Turns out that security would need to recalibrate the safe daily. Additionally, the air conditioning was nonfunctioning and remained at 65 F. It was freezing!!!! Maintenance attempted to repair the system but did not have access to new parts as the hotel was closing. So, we opted for no air conditioning leaving us in a sauna throughout the trip. I am not sure if the condenser pan was full, but we encountered a wet floor caused by the ceiling after our first morning that continued throughout the trip. Lastly, the room’s lock was replaced after recognizing that we spent the night in an unlocked room because the cylinder was broken. Despite daily room cleaning, there were visible signs of black mold throughout the room, especially the bathroom, which confirmed a lack of cleaning and maintenance. Notable maintenance neglect signs where the sink faucet was missing a cover, bathroom tub was painted, but still revealed stains, soap scrum and film on the shower doors and corners of the bathroom. Sadly, the horror doesn’t end there, our room opened to the pet relief area despite not having a pet. As far as building internet services, the Wi-Fi was sporadic. The batteries were missing from the remote on the tv and only one outlet worked in the room. While we were offered another room, it was next to the elevator and just as unkept after a quick tour. So, we braved it in our room for the duration of the vacation. Unfortunately, the issues did not end with our room. There was liter in the hallway that was not swept, lighting on our floor was low and excessive slip and falls hazards caused by broken floor tile. The restaurants were not any better. We were seated at tables with food crumbs and napkins used by previous guests. Dishes and glasses were worn and cracked. Much of the meals at the specialty restaurants arrived cold and inedible. We were hungry and missed dinner on most evenings. Luckily, we purchased chips and drink the complementary soft drinks in our room. The highlight of the trip was the excursions that allowed us time away from the hotel. Unfortunately, we realized that the lobby excursion agent and the pool excursion agent offered different prices. We were informed by hotel staff that they were the same company but after speaking with other guests were told that the lobby agent was more expensive (difference of 30%). It’s unfortunate that customer service is no longer the motivator with large corporations. It's money! Given that the hotel was closing, it would’ve made sense to central the customers to one area of the hotel to ensure cleanliness and building maintenance, but why treat customers like humans when we are cattle. What I was hoping to spend a peaceful weekend by the beach, but I’ve returned exhausted and worse than I left. Yes, I stubbornly stayed and know We should’ve left the hotel all together, but our stay was short. Alas, a return to the World of Hyatt is not in my immediate future.