Now Sapphire Riviera Cancun

Riviera Cancun, Mexico

The hotel

Nestling along a fabulous beachfront, this spectacular low-rise resort is ideal for couples or families looking for an Unlimited-Luxury®, All Inclusive holiday in the Caribbean. It’s built in stunning Mayan architectural style, fitting in well with the dazzling tropical location. Rooms are exceptionally spacious and have balconies or a terrace which overlook the tropical gardens or ocean. You’ll never run out of things to do or food to eat here with a whopping six different reservation free restaurants, five of these being gourmet à la carte. Cuisines include traditional Mexican, French, Asian, Mediterranean and International. The buffet restaurant is highly recommended, while the à la carte restaurants ensure each meal is a true dining experience! Even 24-hour room service is included in the Unlimited-Luxury® so you can eat at 2:00am if you fancy! As for activities, take a look below to see the huge number of options, but relax — you can also do nothing but read a book and enjoy the free cocktails as you soak up the Caribbean sunshine. The Now Spa by Pevonia® offers seven treatment rooms, a hydrotherapy circuit offering a sauna, steam room, showers, Jacuzzi, dynamic pool and an outdoor relaxation area and a beauty salon. A boutique offering Pevonia® branded products is also available giving guests a perfect tranquil spa experience. The kids are in for a treat too. At the Explorer’s Club time flies with board games and video games to keep them busy, sandcastle contests and arts and crafts. Teens aren’t left out either; they’ve their very own place to hang — The Core Zone — complete with pool, air hockey and foosball tables, basketball and video games. Outside the resort are some of the Yucatan Peninsula’s greatest attractions including Mayan cultural sights such as Chichen Itza, Tulum and Coba and theme parks like Xcaret and Xel-Ha.

Amenities

  • Bar
  • Spa
  • Swimming Pool
  • Wedding
  • Honeymoon
  • Kids Club
  • Babysitting service
  • Safety Deposit Box
  • Laundry Service
  • Internet Access
  • Beachfront location
  • Tennis

Where is it

On a white sand beach, half way between Cancun and Playa del Carmen, close to attractions such as archeological sites, the world's second largest coral reef, the quaint fishing town of Puerto Morelos and lots of shopping. Transfer time from airport: 15 minutes.

Hotel information

488 suites on 3 floors in 14 buildings with no lifts. All with air-conditioning, sofa, ceiling fan, balcony/patio, cable TV, telephone, complimentary WiFi (all room categories), clock radio, safe, mini-bar replenished every day with bottled water, juice and beer, 24-hour room service, coffee and tea maker, bathroom with tub and shower, marble floors, complimentary toiletries, bathrobes and slippers, hairdryer and iron and board. All rooms have either 1 king-size bed or 2 double beds. Deluxe Junior Suite Tropical View Rooms have a bath tub with integrated shower, sleeping maximum 3 adults and 1 child (up to 12 years) or 2 adults and 2 children (up to 12 years).

All Inclusive of: Unlimited-Luxury® includes all meals, snacks and drinks, including premium domestic and International premium brand liquors and wines and mini-bar stocked daily with water, soft drinks and beer. 24-hour room service. Pool and beach waiter service, daily maid service. Unlimited Connectivity. All activities and entertainment above unless otherwise stated. Hotel operates a no-wristband policy.

Enjoy the 'Sip, Savour and See' Dining Experience which includes sipping artfully prepared cocktails at the bar or lounge of your choice, savouring complimentary cuisine at the restaurant of your choice and seeing the resort's nightly entertainment at nearby Dreams, Now and Sunscape Resorts & Spas. (Dinner only. Guests are responsible for cost of transportation to and from the resort. Terms and Conditions apply). 

Preferred Club Junior Suite Tropical View, sleeping maximum 3 adults and 1 child or 2 adults and 2 children (up to 12 years).

Preferred Club Junior Suite Ocean Front are as above but facing the Caribbean Sea and include a whirlpool tub on the balcony, sleeping maximum 3 adults and 1 child or 2 adults and 2 children (up to 12 years).

Preferred Club Junior Suite Beach Front are in a preferred location with spectacular views of the Caribbean Sea from a private terrace with whirlpool. Elegantly decorated with dark mahogany furniture and marble floors with direct access to the beach and a spacious bathroom with shower and Jacuzzi, sleeping maximum 3 adults and 1 child or 2 adults and 2 children (up to 12 years).

Preferred Club room types include the following benefits:

  • Personalised check-in and checkout with concierge service
  • Preferred status and amenities
  • Access to private lounge and adults-only pool, featuring Bali beds
  • Pool concierge and bar service
  • Upgraded mini-bar service and room service menu
  • Pillow menu
  • Upgraded luxury bath amenities
  • Daily continental breakfast, afternoon hot and cold hors d’oeuvres, exquisite desserts and fine liquors in private lounge
  • Complimentary newspaper in suite daily (English and Spanish)
  • Complimentary computer access in private lounge
  • Access to Cibu restaurant for breakfast

6 reservation-free restaurants (1 buffet and 5 gourmet à la carte): Market Cafe (breakfast, lunch and dinner; International buffet). Paramour (dinner, an adults-only elegant romantic atmosphere offering French fare). Lemongrass (dinner, Asian cuisine including Teppanyaki and a sushi bar). Bluewater Grill (lunch and dinner, offering the very best fine cuts and seafood specialities). Cibu (dinner, rich Mediterranean flavours). Fresco (dinner, an authentic Mexican experience), Coco Café and Barefoot Grill (casual grilled favorites served poolside during lunch). 24-hour dining options allow you to enjoy late night bites at Coco Café and 24-hour room service. 5 bars: Moments lobby bar, Splash (swim-up bar in the main pool), Eclipse Night club, The Reef (Preferred Club pool bar) and beach bar. Enjoy the 'Sip, Savour and See' Dining Experience and indulge in dinner, sip an artfully prepared cocktail and see the nightly entertainment at the neighboring Dreams, Now and Sunscape Resorts & Spas.

Theme nights. Air-conditioned theatre. Live nightly entertainment.

3 oversized pools and a children's wading pool. Now Spa by Pevonia®* with 2 whirlpools, sauna, steam room and on-site Mexican Temazcal steam bath which can be used complimentary when you book any body treatments*, massage* and facials*. Fitness centre. Water sports including kayaking, catamaran, snorkelling* and water polo. Scuba diving* with lessons in the pool, and deep sea fishing*. Turtle release programme (available during select seaons). Tennis. Yoga. Big screen with films on the beach. Aerobics. Beach volleyball and beach football. Euro-bungee. New family waterpark (coming soon). Explorer's Club for kids (3-12-year-olds) open 9:00am–10:00pm inclusive of lunch and dinner. Activities include a new splash park and weekly camp out adventure. Core Zone teens' club allows teenagers 13-17 years to cut loose and really have the time of their lives. Located next to the Explorer’s Club, the Core Zone features nightly entertainment, daily activities and a vast array of sports and games. Complimentary green fees at a nearby golf course (golf cart rental* mandatory, transportation not included, terms and conditions apply, subject to change).

Babysitting service*. Laundry service*. Boutique stores including souvenirs and newspapers. Concierge services and 24-hour front desk. Currency exchange, car rentals*, on-site Travel Agency* and medical facilities*. Complimentary WiFi access throughout. Download the hotel’s “Unlimited Connectivity” App which enables free local calls, room to room calls, access to daily activities, restaurant menus and schedules, hotel maps and local attraction info.

Wheelchair adapted rooms with partially accessible amenities or facilities available on request. Please note that these rooms are subject to availability and may be restricted to specific room categories and bedding arrangements. Rooms and facilities vary between hotels so please check at the time of booking. For more information and contact details please check out our Special Assistance page

* Denotes local charge.

Please note: child ages at this property are up to and including 12 years. 

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (6821)
  • Very good (2398)
  • Average (886)
  • Poor (276)
  • Terrible (173)
Image of the Tripadvisor rating Hurricane honeymoon

Dec 1, 2020 741caitlink

Dates: Oct 25-30th Booked through: Our travel agent, Carey @ Beach Bum Vacations (she’s absolutely amazing and free to use. Seriously, we don’t book anything without going through her now. She totally saved us when COVID hit and we had to cancel our May trip). Bottom line: go through a travel agent, get the insurance, and have the peace of mind… Read more
Dates: Oct 25-30th Booked through: Our travel agent, Carey @ Beach Bum Vacations (she’s absolutely amazing and free to use. Seriously, we don’t book anything without going through her now. She totally saved us when COVID hit and we had to cancel our May trip). Bottom line: go through a travel agent, get the insurance, and have the peace of mind that should anything go wrong, they’ll handle it all for you. Reason for travel: Honeymoon   We spent the first half of our honeymoon at Dreams Natura (brand new resort and had never been there) and the second half at Now Sapphire (which we know and love). To say Now Sapphire completely changed our honeymoon would be an understatement. In the first 15 minutes of being at Sapphire, our experience was already leaps and bounds better than Natura. Something that needs to be noted right away is how genuine ALL the staff at Sapphire are. Not in a fake, ‘I’m paid to be nice to you’ way. They care and they remember you. We absolutely love them. I recommend you join the Now Sapphire group on Facebook and research there as well. You will see that this resort has a sort of cult following and it’s for good reason. Andres and Alejandro who met us to help with bags when we first arrived were so kind and genuine. We were taken to the preferred lounge to check-in and were shown to a table to have drink while the concierge wrapped up with another guest. Felciano completely spoiled us at the preferred lounge bar!! We would go in and get drinks from him every day. Claudia came up to chat with us as she recognized us from our trip 2 years prior. The staff knew it was our honeymoon ahead of time. We told her about how we’d been to Secrets Maroma last year and just came from Natura and still, hands down, prefer Sapphire. Something interesting we found out was a lot of the staff have stayed at other AM Resorts in the area. This was awesome to hear and a great way to make sure all your properties are running in a similar fashion. Our room wasn’t ready at check-in (it was only noon so we didn’t expect it to be ready) and we were already in our swimsuits. We went to lunch at Bluewater Grill, which you had to access through the buffet. As soon as we sat down, we were greeted by Eduardo and Eloy. They knew it was our honeymoon and congratulated us. We sat with them every day and can’t wait to go back to see them! We spent our days in the pool and got to know Yuron and Cesar (who also works the beach bar) very well! Both are awesome bartenders!! Cesar’s ‘broken condom’ shot is out of this world. Everyone remembers your name and what you like to drink. Now, I have never seen an entertainment team like Now Sapphires. I honestly think they are the end all be all of teams and should be going to other resorts to train staff (looking at you, Natura). It’s definitely a testament to management knowing what works because staff turnover doesn’t appear to be common here. Luigi, Gabriel, Julio, and Alex go 150% ALL DAY, EVERY DAY!! They are doing sports or games all day long and keep you entertained at the pool whether you participate in activities or simply watch. And, the pool plays music all day long!! Food was amazing. Plain and simple. We keep going to AM Resorts because of the quality of food. If you like food, this resort will not disappoint. So, we decided to book our honeymoon during hurricane season because ‘that’ll never happen to us’. Guess what? It did! 2 days into being at Sapphire, Hurricane Zeta was getting ready to hit the resort. Fun fact: it’s a law that alcohol not be sold or distributed the day of an impending hurricane. Because of this, all the bars were closed. This didn’t bother us, it was just 1 day and in the grand scheme of things who cares. The resort had 2 restaurants open for dinner the evening of the hurricane. Both restaurants served the same buffet. I hate buffets but this buffet was DELICIOUS!! My husband and I were both shocked at how good it was. After dinner, they handed out boxed lunches and asked guests to head back to their room as the wind/rain was picking up substantially. The power in our room went off a couple times, for no more than 5 mins, before the generators kicked on. At about 9:30pm a member of the entertainment staff came to our room and let us know he was staying in our building and gave us his room number should we need anything. I was afraid we’d have to evacuate but he assured us that we could stay in our room (thank god because at Natura they moved everyone to the ballroom and made them sleep on pool cushions when that resort wasn’t even hit as hard at Sapphire was….). We fell asleep, the hurricane hit around 2am, and we slept through the whole thing. We got up the next morning and walked around to see the damage. Some downed trees, lots of sand, some minor building damage. We were back in the pool, drinks in hand, at 10:30am. It was all hands on deck, every staff member imaginable busy getting the resort back to normal. When I say this resort employs a team of rock stars, I mean it. Bottom line: this is our happy place, This is our home away from home, and our favorite of all the resorts we’ve ever been to. I love that it’s not all shoved into one giant building, I love the tropical and cultural feel, and most of all I adore the staff who make it what it is. We recommend this resort to any and everyone and can’t wait to return!!   Read less
Image of the Tripadvisor rating Pros & Cons

Dec 1, 2020 Boozel1980 Hagerstown, Maryland

We came Nov 23 for 10 days and leaving today dec 1st. Overall we had a Wonderful stay . We were greeted every morning by Eloy and Eduardo for breakfast and they gave us top notch service. We enjoyed lunch daily at the pool grill and the grill staff was very nice and the food was great! Dinner was usually a long wait and the food was middle of the… Read more
We came Nov 23 for 10 days and leaving today dec 1st. Overall we had a Wonderful stay . We were greeted every morning by Eloy and Eduardo for breakfast and they gave us top notch service. We enjoyed lunch daily at the pool grill and the grill staff was very nice and the food was great! Dinner was usually a long wait and the food was middle of the road. The nightly Shows were awesome! The activities crew here went ABOVE and BEYOND and were so wonderful to us and our daughter! The pool concierge Miguel, the life guards , lady’s in the explorer club were awesome. Luigi , Alex, Naomi , Xavier , Omar , Julio ,Gabriel , Ivan and ALL the activity staff THANK U for making our days so fun !!!! They made us feel like part of a family ❤️ The water slides were so fun for kids and parents ! The pool Bar staff was great! Caesar always took great care of us and my amigo Luis was AMAZING and brought me drinks and treated us so well at the pool everyday. Our room was ok, our daily maid service was great. Our room complaint was only because of how far away it was away and in the jungle , it took awhile to run back if we forgot anything or wanted to grab money. The gym was a pain since it wasn’t air conditioned and opened late at 9am. Most people like to Workout earlier on vaca. The bike tour is a must into town, it was so fun and the shopping is cheap here for souvenirs. The gift shop on location is expensive but has anything u would need. Bring ur own raft for pool! The shop Sells for over 50.00 😱. The whole grounds were very clean and the workers were constantly cleaning and helped us feel safe . Every worker no Matter where had masks on and working very hard ! Even the poor guy on beach cleaning seaweed alone had masks on daily . The beach bar is cool too and never busy. Be careful on the floors if rain. Bring sneakers for the bike tour !!! I think the resort has felt the effects of 3 tropical storms and the pandemic but overall did an amazing job and we enjoyed our stay. We’ve been To multiple resorts in the area as well. The pull out sofa was nice also for our daughter so we could have a king bed. Read less
Image of the Tripadvisor rating Decent resort for a quick get away

Dec 1, 2020 Carl T

Let me start by saying i have been to the Mayan Riveria more than 25 times at different resort and also saying I traveled during Covid and perhaps this resort is better than im giving it credit for. I booked preferred which was a nice checking room with drinks but it took us over 2 hours to get our room key. overall here are the Pro's and… Read more
Let me start by saying i have been to the Mayan Riveria more than 25 times at different resort and also saying I traveled during Covid and perhaps this resort is better than im giving it credit for. I booked preferred which was a nice checking room with drinks but it took us over 2 hours to get our room key. overall here are the Pro's and Con's Pros - only 20 min from the airport - staff was very friendly and tried hard to make sure you were happy - the swim out room was awesome, like having your own pool. Cons - they have a large Tiki bar on the beach.. the bar only had 4 chairs on one side of the bar and no chairs on any other sides of the bar. this was outdoors on the beach so i did NOT understand that at all. - Room service was 1st hard to reach to place your order and 2nd ALWAYS cold when it arrived but was better then standing in a line to have someone hand you food you could barely see from behind the rope. - to go a step farther we went to Paramour restaurant our first night and were one of the first ones seated but it still took almost 2 hours to get our foot and get out. way too long. some of the other places were better but that first night really made us think twice about trying another restaurant. - the lounge chairs on the beach we got the first day were the hardest I have ever laid on, i could only lay on them for about 40 min and I just couldnt take it anymore... we did find more comfortable ones farther down the beach on the next day. Read less
Image of the Tripadvisor rating Read the Lowest Rated Reviews First!

Dec 1, 2020 slee_free43 Dallas, Texas

Where to begin. To start, when you travel the 30 minutes from the airport to this resort, you are led through what appears to be the back end of a dirty hotel on a side road complete with trash cans, employee entrances, fences and third-world fully crumbled roads, pot holes, feral cats and stink. That is literally your first view of the resort.… Read more
Where to begin. To start, when you travel the 30 minutes from the airport to this resort, you are led through what appears to be the back end of a dirty hotel on a side road complete with trash cans, employee entrances, fences and third-world fully crumbled roads, pot holes, feral cats and stink. That is literally your first view of the resort. You feel like you're being driven to the back of something to be dumped. Seriously, we were nervous for a minute. When we were finally through the gate, the driver talked smack to us because he didn't like the tip about we provided. Three of us gave him 5 dollars, US and he said, "cinco?" as in "really?" and shook his head. Upon drop off, you get a glass of lemonade and a mixture of confusion and a long, redundant (COVID check procedures) process to check in. If you're lucky enough to get a golf cart ride, good for you. We had to walk to the 5th building after a tired day of travel. The hotel's pools and water areas (fountains) for viewing were filled with broken tiles, dead plants, dust and debris. It's connected to the outdoors so some of that will occur, but there's so much crap in each of them it's hard to understand how they're not cleaned daily. You're initially confused because the property looks OLD!!! You're trying to factor in the fact that they had a hurricane fairly recently, but why haven't they really worked to clear the destroyed trees and clean up the grounds? You smell the ocean and a very strong odor of seaweed which you will hear about later and animal feces because of the very large number of animals living in the bushes. The animals are awesome, so cool to see but it smells like poop that's been roasting in a humid climate. If you check out the beach, you see that their huts for shade are torn apart, half of them not fixed. Seaweed is EVERYWHERE. We were there for 5 days. They cleaned it once and the only time it was cleaned is because they setup for a beach wedding. They do not clean this or drag the beach like most resorts do. The one day they did it, we sat and inhaled diesel fuel for an hour because they were setting up for a wedding right where we were sitting. There was litter on the beach including plastic and honestly even parts of boats that floated in. And guess where it all goes? They push it up against the foundation of your buildings and at the edge of the infinity pools of the rooms facing the ocean. Yes, great view but you better like the stink of seaweed. The stink goes home with you and it saturates everything including any time you spend on the beach. We could see about a quarter mile down the beach where it appeared to be pristine sand. It was a nicer resort two doors down so there are no excuses. This was a resort choice. The service is decent. It's par for the course but they are insanely understaffed. Expect to wait and wait a lot. They indicated they were running at 40% guests, but there's no way. It was packed. Less than half wear masks but that didn't offend my group. But one bartender per station? It was a line for everything. Literally everything. The "sports bar" is a very dirty, non-climate controlled room that perhaps once was a nightclub. If you know anything about night clubs, imagine the years of partying, spilled beverages and soot that collected. It was clear and obvious that this was an old bar that used to get a lot of traffic. The years of filth looked at you if you were in there. Because I'm a stubborn football fan, that's where we sat in to watch the game. It was 90 degrees without any AC and the only service you got was if and when a waiter showed to go and get you drinks. Otherwise you had to get up and service yourself. No bar, no staff and it felt and smelled like an old dirty bar that needed to be power-washed. Drinks - You better like CHEAP alcohol. Their best alcohol was Smirnoff. If we chose to walk and get served on our own (which was often), there was one room, the "VIP" room that served Absolute. THAT was the best boose. Even at times if we were able to arrange for Absolute, they returned with Smirnoff. It's easy to know because the drinks tasted like sand and the only tap was Modelo (if it was actually that). We had to lower our drink standards to the floor to drink. It tasted bad and we just had to work with it. Not good. I don't like being served something else other than what I ask for, and honestly I think it's illegal to do so. Nonetheless, the drinks were terrible. Food - Good luck here. You have to make a reservation between 3PM and 4PM, which requires someone in your party to interrupt the day and to go get into line just to get a reservation for restaurants that require them. No phone calls, nothing easy. Get in line. The term reservation doesn't mean a whole lot. Breakfast was free access but it was a battle to get in line with the rest of the resort. The food tasted like school lunch. Their omelettes were good, but the rest of the food tasted suspect. The Hibachi dinner was decent. We enjoyed it and it was par for the course for Chinese food. Hard not to taste decent with soy sauce, but the steak was pure fat. The Italian was ok. Tasted a bit fast food, but hard to mess that up. Steak house was God awful. We were served "NY Strip" steaks on special but they were a half inch thick, super well done and I'm 100% certain (being from Texas) that they were flank steaks. They tasted gritty and like liver. Horrible. That dinner made me nearly sick. My friend had a shiska with steak on it and that meat tasted like steak. Again, super long waits and understaffing. More details further in the review about how we had it wait before getting into this restaurant. Poolside - If you want a bite of food, there's a tiny hut next to the main pool where you get to wait and battle others for burgers, chicken, nachos. Food is ok. It's decent for a snack but again, you stand in line and battle the masses. Very few places to sit for that so you take it with you or figure out a way to scarf it down with wind blowing in your face from the ocean. The outdoor part of the resort isn't bad, but you have to work a bit. Room Service - Good for them for providing it. The kids ordered chocolate cake each night and loved it. It took forever, and when we ordered anything else, it was cold upon arrival. If you ask for your fridge to be updated, you are told that it's the beverage service that must do so and you will need to wait for them the next day. You get a can of Pringles and some M&Ms to snack on, but that is only a welcome package. We asked for a refill of those items and we were literally shut down about it. Seriously, a tiny can of Pringles and some M&Ms? They seemed mad about it and informed us we only get those when we arrive? They need to watch the "Give Them the Pickle" video... Rooms - Each of us had issues whether it was dirty outlets, uncovered electronics, a light turning on by itself. We didn't hate the rooms, but they were nothing to write home about. Hard beds, musty smells. After a great deal of complaining to our travel agent, we were finally moved into "better" rooms that had their patio walk-in pools. It made us seem like "high rollers" for a second, but we were moved to a building furthest from the main areas and set to an angle so that the beach was on the side of us. Destroyed buildings and huge mounds of smelly seaweed made up our "views." The resort worked with us and our disappointment. I'll give them that, it took haggling but eventually they tried to help and only after our travel agent escalated our complaints to emergency status. However it was a LOT of work for us. I would expect you'll read this and think we were those high society people who want or expect only greatness and that there's no way a place can be this bad. Understand that it was OUR hard work that made it ok, not the resort's. My girlfriend spent half of her vacation complaining or fixing things so we could get a decent vacation that we paid for and most importantly, met the expectations that were ADVERTISED. You are constantly harassed on the beach to buy something by walking peddlers. Cigars, braids, clothing, etc. They're nice folks, but it's every 5 minutes. You can't swim in the ocean. It's brown and littered with seaweed. It's not blue/green. When you get in line for a restaurant, they don't know how long it's going to be. Think about that. Service industry, they don't know how to measure time and wait. Our 30 minute wait after we waited in line to put in a number for our party was met with 30 more minutes when we arrived for the initial 30 minute wait. They actually took us to a different restaurant and brought the food in for us from another - because we were upset. Trust me when I say many other people and families were upset as well. Entertainment was pretty decent. They had fire dancers one night and our kids loved it, a two person acoustic another and a sax guy who played to songs on an iPad. It was pretty cool. While watching one of their light fixtures (you'll see them - octagon shaped lights, all differently lit) broke off its cable and swung down and nearly crashed to the floor. If someone was walking under it, forget it. They would have been struck. The place as a very "falling apart" appeal to it. If you want a cheap vacation with a pool for the kids to swim in all day, this may be the place for you. My family prefers much better for its money. I wouldn't go back if it was free. We made the best we could with 9 people over Thanksgiving break. The excursions were fun that we paid for away from the hotel and the transportation was never an issue. The ladies really enjoyed their massages as well. So there are positives. But when I go on vacation, I want to forget about work or drama. This one was filled with it because we felt we paid for better. The pictures we had to choose this venue weren't even close to what we experienced. We deserved a choice to pick otherwise and were not met with expectations perceived. Two of our guests were fairly posh style travelers. They were immediately unhappy about their room. They didn't even want to stay. They thought the hotel was filthy. Honestly, they were right. We just wanted to make the best of our situation. They were carted to one of the pool rooms I identified earlier and it was a largue suit. They were really attempting to accommodate the disappointment. After 90 minutes of running around, they were brought back to the lobby to upgrade at upon which time they were asked to PAY AN ADDITIONAL $600!! Are you flipping kidding me?! They obviously said hell no and just lived with their room because they wanted to please us. Fortunately they were also made part of the upgrade for our final two days because of the amount of complaining we had to do with our travel agent. All I can say is READ the reviews; all of them! I'm thankful for what we made of it, but feel we made it happen. If we come off as snobs, so be it. We're a fun family who wants to have a great time and we made the best of what we had. Made friends, met others from our home town, etc. But the consensus from nearly everyone we talked with was the same. It was dismal. We had to work to make this fun. We will not return nor recommend. Read less
Image of the Tripadvisor rating Staff is amazing

Dec 1, 2020 Adam M Des Plaines, Illinois

Pedro and Alberto were amazing but so was a lot of the other staff. We were there for 4 days and everyone treated us very well. There was one other person I wanted to mention and his name started with a "I" but he was serving the pool deck near the Gym and was on top of his game. I him to get credit so hopefully someone can look that up. Thank… Read more
Pedro and Alberto were amazing but so was a lot of the other staff. We were there for 4 days and everyone treated us very well. There was one other person I wanted to mention and his name started with a "I" but he was serving the pool deck near the Gym and was on top of his game. I him to get credit so hopefully someone can look that up. Thank you to all for making this anniversary trip a lot of fun and relaxing. Read less