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Reviewed 3 January 2011

I was debating between 3 or 4 stars for this hotel but I guess if I didn’t get food poisoning I would probably give this hotel a 4.
We stayed at Now Sapphire during the last week of Dec. with 2 small kids. Let me just start by saying that the service here is the best I have ever had in any hotels including some of the Ritz Carltons that I have stayed in the past. The check in was quick, we upgraded to an ocean front room and what a view it was, at night you could hear the waves crash on the beach! The rooms I thought were very clean until I lost one of my daughter’s shoes and had to look under the bed, I was horrified at what I found (old straws, dust and other things that probably collected over a few months at LEAST). The rooms though were very comfortable, the beds were very cozy. There were a few times that we were out of towels, housekeeping showed up almost as soon as I put down the phone. The beach was very nice BUT if you wanted to get a chair you had to get up at 7 AM and drop something on a few chairs since there is only a few of them available for regular guests the rest of the beach is reserved for preferred guests only. I did encounter one fight for a chair. The worst part about the facilities was the pool. The pool is absolutely gorgeous but ice cold. The weather was very cool for the most part of our stay and when I asked about heating in the pool they looked at me like I am from another planet.
Entertainment was great, they had very nice shows every evening and live music playing at the main bar. Stayed for the New Year party in their main ballroom which was great, very festive and the music was entertaining.
NOW THE FOOD… The food was just plain inedible. The first time I walked into the buffet I thought they were joking. The room with food was so small that people constantly would bump into each other with plates. The food itself was absolutely disgusting. The restaurants were not any better. In order to be seated you had to either eat at 6 pm which is when they open, or wait for 2 hours. To make matters worse I got food poisoning after 4 days and my daughter got poisoned 1 day later. I could not eat anything there after that. Both I and my daughter would eat mostly fruits from that point on. I even saw people walking around the resort with bottles of Maalox so I know I was not the only one.
The grounds are absolutely gorgeous, the staff is so pleasant, and it’s a real shame that the food in this place is so bad. I would not recommend this resort just because the food is bad and the pool is so cold that I am sure ice would not melt in it.

Date of stay: December 2010
  • Trip type: Travelled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
2  Thank JenNYtoMIA
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NowSapphireRC, E Concierge at Dreams Sapphire Resort & Spa, responded to this reviewResponded 8 January 2011

Dear Sir / Madam,

Thank you for sharing your comments on Tripadvisor. We are very proud of the professionalism and diligence of the employees work; I shared your comments with the head departments and staff.

We sincerely regret you and your daughter got sick during your stay. We had no other reports about guests sick for any reason. The kitchen has a strict policy for food control and handling. Hopefully both of you are now doing well.

I hope to welcome you again very soon to the Now Sapphire Riviera Cancun

Cordially yours

ORV
E Concierge

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Reviewed 3 January 2011

My husband and my 13 year old daughter and I stayed at this hotel in June. The workers were very helpful and always had a positive attitute. The rooms were always clean and the mini frige was always kept full. The food was AMAIZING but I wouldnt suggest going to the buffet for supper. I have celiac disease (which means I cant eat gluten) and everytime I went to eat I presented the waiter a paper which listed all this things I was allergic to. The chef was very careful about my meal and I never got sick the whole trip. The buffet was not a problem either because the manager came and saw me and made me special Gluten-Free meals which made me very happy! The manager even went and bought me some Gluten-Free food (ex Brownies etc..) and that made me very pleased. If you give the waiters tips, you will be on their good side for the trip and they will give you the best service you can ever have. Unfortunetaly we went to Mexico in the Rainy season and out of our whole trip, this is what the weather was like (7 stands for how many days we were at the hotel for) : 1/7 =RainStorm ; 2/7 Sunny; 4/Cloudy.
In Overall, We had an AWESOME, Fun and Amusing time at this hotel and we will definately be coming back this summer! :)

Date of stay: June 2010
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Mimine02
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NowSapphireRC, E Concierge at Dreams Sapphire Resort & Spa, responded to this reviewResponded 13 January 2011

Dear Sir / Madam,

We thank you immensely for taking the time to share your experience and beautiful photos with others as well as your gracious comments about our resort, service and staff.

I am sure the Chef and restaurant manager will be pleased to read your comments. Thank you on their behalf. I appreciate your remarks for our well-known breakfast buffet at Market Cafe. I am delighted to read that their little touches made you feel so special. We are more than happy to know that your stay with us had been so enjoyable that we were deserving of your preference.

We look forward to hosting you soon at the Now Sapphire Riviera Cancun

With kind regards,

ORV
E Concierge

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Reviewed 2 January 2011

We stayed at this resort last year, when it was still under the Paradisius name, and it was a decent vacation. However, this year we went back and it was terrible! We were there for the Christmas and New Years celebrations and we will definitely never go back. The staff were incredibly slow and rude, and the quality was awful. The food was disgusting, both in variety and in taste. No one who worked there was helpful in any way, from the front desk to the waiters. The beds are very comfortable and the facilities are great, but the food seems to come out of cans and there is very little available. The setup of everything is very inconvenient and the resort is a bit too big for my tastes. We did not enjoy ourselves and will not be going back. The hotel tries to make money off of you every chance it gets (11$ for one hour of internet!) and the prices it charges for everything are not corresponding with the service and quality that is offered. Definitely would not recommend this.

Date of stay: December 2010
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank boomershika
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NowSapphireRC, E Concierge at Dreams Sapphire Resort & Spa, responded to this reviewResponded 4 January 2011

Dear Sir / Madam,

Thank you for your recent stay with us at Now Sapphire Riviera Cancun. Also, we appreciate the time you took to provide your feedback. This is valuable to us
.
I regret that your stay here recently did not meet your expectations. Your observations of our property, they have been shared with the hotel staff allowing us the opportunity to improve and correct these areas.

I hope to welcome you in the near future so you may experience the quality of service that characterizes us.

Happy New Year!!

ORV
E Concierge

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 January 2011

First, I'd like to say that the service was phenomenal across the board. When we arrived, there was a leak in our bathroom ceiling. Someone came to fix it within 10 minutes of our call. My elderly mother needed to be driven from her room to the lobby at least twice a day and she never waited more than five minutes for a pickup. We tipped our housekeeper when we arrived and she made us "towel art" every day after. In the restaurants, our coffee cups never had a chance to empty because someone was always near by with refills. The friendly service was the best part of this place.
The grounds were beautiful and the lobby was large and full of comfortable seating. That was a good thing because we waited on average 90 minutes for a table every single night. If you don't want to eat at 6 pm, you wait that long. Surely, there must be a way to spread people throughout the restaurants so no one has to wait so long. We complained on three different nights to the manager and were basically told, "tough." The food was okay but not great.
As mentioned by others, the pools were too cold to swim in. What's up with that? We literally could not use the pools and neither could anyone else, except for a few small children. In the future, I will call ahead before I make a reservation to see if hotel pools are heated. It really detracted from our good time.
Also mentioned previously is the ridiculous policy of charging a daily $35 fee for use to the hot tub. Maybe if the pools were heated, that wouldn't have seemed like such an offensive upcharge.
One more thing, the blow dryer in the room was the worst I have ever encountered in any hotel. Be sure to bring your own. My hair never looked worse. I won't even enjoy looking at the pictures we took. I look like a witch.

Date of stay: December 2010
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank csg479
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NowSapphireRC, E Concierge at Dreams Sapphire Resort & Spa, responded to this reviewResponded 4 January 2011

Dear Sir / Madam,

Thank you for taking your valuable time to leave this posting on Tripadvisor. We are pleased to read that you enjoyed our beautiful hotel and the employees that truly take pleasure in serving you. Your observations will be shared with the involved departments.

We have had some chilly days, which does not happen very often in Cancun and the pools were cold, I will address your comment to the management. Thank you.

We look forward to your return to Now Sapphire Riviera Cancun and to having the privilege of being of service to you again soon.

Happy New Year!!!

ORV
E Concierge

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Reviewed 30 December 2010

Good-hotel is beautiful and the beach sand is magnificient. You can take long, pleasnt walks on the beach. Tennis is free and they provide the rackets/balls. Ping pong, fooseball, pool are all available. The staff was extremely helpful and courteous. The food is very good with very good presentation. Service was excellent. Drinks were made very well and the wait staff worked very hard to please. We caught some fish and they prepared the fresh fish for us at one of the restaurants for no charge. Pool is pretty spectacular and the entertainment/activity staff were great fun. We felt safe...they even have soldiers patrolling the area with M-16 type rifles...gulp.
Bad-Ignore the coupon come-on...they are worthless unless you want very expensive spa treatments. Don't waste your time with the sales pitch. We had seven people in our party and we were told that we could go to the nearby NOW Jade...yeah, for $80 in cab fare. Tons and tons of seaweed is constantly floating on shore but they keep it as clean as possible. We were told if we visited before 12/23 that we would be able to golf for $35/person. We were then told no, $49/person. They recognized their miscommunication and said they could do nothing about it but sent us champaign which we would get for free anyway. Round trip taxi fare to the golf course will cost you about $60. Book your fishing at the village not through the resort. I booked 5 hours fishing for four for $250. Resort wanted over $400 for four hours. There is very little to do at night. Not like a cruise ship. Last night we were there there was a fight with about 8 participants at the dance bar but no security persons to break it up. We had bad weather after x-mas so beware...it wasn't "paradise" the latter part of our vacation. Obviously not anyone's fault but don't expect 80 degree temps just because you are in Mexico. Constant wind made 70 degrees feel like 60 degrees. Biggest complaint-exercise room is tiny and much of the equipment is broken. You would expect better at a Holiday Inn Express. Finally, be prepared to pay for WiFi service.

Date of stay: December 2010
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank MichiganDad
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NowSapphireRC, E Concierge at Dreams Sapphire Resort & Spa, responded to this reviewResponded 31 December 2010

Dear Sir / Madam,

Thank you for giving us feedback on your visit, all the comments are shared with the hotel staff.

Regarding your compliments of our employees it is very much appreciated.We have informed the staff of your kindness to make them aware of your guest satisfaction.

We sincere regret that you were not well informed that the taxi service is not included to go to Now Jade and we do not offer this, when guests want to go to the other property to dine, they are informed that the taxi service is not included. I sincere also regret that you were not well informed that the golf promotion changed this December 23rd, 2010.

We hope that despite the above mention you have enjoyed your stay with us. Thanks very much for your time taken to share your thoughts.

Happy New Year!!

ORV
Econcierge

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