My family and I visited the resort June 18th through the 23rd, and we had a wonderful time. Our party included four adults and our three year old son. We’ve all traveled to different resorts in the area. This was our second time visiting the NOW Sapphire, and it’s one of our favorite resorts. Since I’m sure you’ve probably read the resort website and other reviews, I’ll try to include the things they often miss – that I would have like to have read before choosing a travel destination - as well as experiences my experiences with the most common complaint areas .
First, the thing that sets this resort apart from the rest is the pleasant, friendly, and helpful staff. Every staff member I encountered met me with a hello (hola) and a smile. All seemed genuinely pleased to assist me, regardless of whether or not a tip was involved. As with any trip, a few things went awry – the hairdryer in our room blew out just as we had planned to leave for dinner, for example – but my calls to the front desk for assistance were answered promptly. (We stayed in building 12 at the same time as another, displeased reviewer, and had no issues with smell or air conditioning.) In fact, the only time we had a problem was getting a drink at the lobby bar in the evening because other guests kept elbowing in front of us. Most of the staff have a passable knowledge of English, but it helps if you know at least a little Spanish (foods, bathroom, yes/no, etc.). If this bothers you, choose a destination in an English speaking country.
Next, I’ve read much about the “front desk scam” in other reviews – Here’s the deal: They are required to push the “coupons” because the resort wants you to see the tour. It is a waste of time (unless you are interested in seeing other resort options for future trips – which, after a long plane ride, you probably aren’t) and the coupons offered are not worth the time it takes. So, when the subject comes up, just say you’re not interested RIGHT AWAY. Use a firm tone and keep repeating this until they give up. They’ll ask you to sign a form saying you declined the tour, and that’s it. (By the way, this takes all of two minutes as long as you cut them off at the beginning and show no signs of changing your mind.)
Another major point other reviewers touched on was preferred club status. We chose not to pay the extra money for this option and we were happy with our decision. There were always enough chairs both at the beach and the pool (Yes, people reserve seats with towels – this is the way it works at all resorts despite the written rule. You have two options besides complaining, which won’t change anything and will probably ruin your mood. If you need a seat at the edge of the pool or at a certain spot on the beach, take turns having one person get up early (around 6:00) to put out your towels. If you don’t, there will be plenty of seats left, both at the pool and the beach.) The other major draws for the preferred club are expanded menus (both in restaurant choices and room service) and the lounge. We found great food on at all the restaurants we tried (skipped the Japanese) and on the room service menu. The steak on the room service menu would have been nice, but it’s not worth the price to upgrade. Same goes with the internet in the lounge.
It’s hard to review food for others because all have different palates and dietary norms, so if you’re traveling to the area for the first time (from the U.S.), know this – the food will be a change from what you’re used to, but not in a negative way (as the word “different” is often used). Take the opportunity to try things you don’t have the chance to eat at home. The fresh salsa, guacamole, chips, fruits and vegetables are better than you’ll find in a supermarket and most (average) U.S. restaurants. The imitations of your favorite “American” foods – pizza, cheeseburgers, etc. – will be the least palatable items offered. Save your calories for the amazing array of desserts. (Also, about the “no reservation” policy – We went to dinner between 6 and 7 each evening, and never waited more than 10 minutes for a table.)
Finally, the (relatively) small size of the resort is perfect for those traveling with small children. There is always a bathroom nearby, no long walk between the pool and beach (or restaurants), and many kid friendly menu options. The only thing I wasn’t happy with was that children weren’t able to use the playground without being signed in to the kids club (and parents were not allowed inside). I understand that the policy is probably in place so that parents don’t interrupt the planned activities, but neither my son (who, at three, needs time to warm up to new people) nor I were comfortable with the “drop off and go” system. I suggest to the hotel management creating a “parents viewing area” (inside the fence) with chairs and umbrellas. If this isn’t possible, there should be “open playground” times where the kids club is open to children with their parents present – this would help acquaint children and their parents with the staff in this area.
Overall, it’s important to keep in mind that little things will go wrong at any resort, so expecting every thing to be just as you want it will leave you disappointed. (I don’t blame the resort that I was stung by a bee one night – the entire coastline is bordered by jungle…) There are many pluses and minuses to weigh when choosing a resort (do we take the one with the lazy river or the one with the mini-zoo, etc.), but I prize customer service above all these other features – and this is the area where the NOW Sapphire excels.