Menu
Login
My wife & I just spent a week at Now Emerald in Cancun, which was the worst vacation resort we've ever been to. From the second day there we were asking them to move us to another resort. Finally on Wednesday night at 8:30pm they told us they would move us to Dreams Sands. At 9:30 we got in our room, we were still in bathing suits from the beach & haven't showered or eaten yet.The two night we spent in dreams we stayed in our room because we both got sick at the other resort, stomach pain & diarrhea. Here is a list of what went wrong.
Day 1
Tried to put us in a room that wasn't what we payed for. Put us in a basement room with trash & cleaning supplies in it. Out side the room was a bar & speaker right near our room, too much noise & no privacy. We refused to stay there I told them if they can't give us the room we paid for then move us to another resort. 4 hours went by & they finally put us in a honeymoon sweet that we paid for. The air conditioning wasn't working, no hot water in the shower, used bottle of water in the refrigerator & the safe wouldn't lock. They sent people to try an fix everything, safe & hot water was a success. Day 1 wasted!
Day 2
Woke up to a hot room, they sent someone to fix it again. Went to breakfast, there was only one place serving breakfast with only one grill cooking for everyone. Lobby was full with people waiting and a line up 3 flights of stairs. They had a Preferred restaurant but they let anyone in to eat, that also had a huge line. We finally had breakfast at 11:00. Went to Preferred Beach and no one was checking. Wether you were a Preferred member or not. Went for a late lunch, had a waiting problem again & the food was disgusting. Got back to our room & the air was working again, but the hallway outside the room was nice & cool. A Half of day or more was wasted.
Day 3
Woke up & we both started to sick. The room was warm again. They sent someone to fix it again. We realized we weren't getting any of the Preferred service in our room, so we told them & they said they would take care of it, this never happened. We looked at the hot tub on the deck and there was a brownish ring around it. That night the room was still feeling warm. They cleaned the tub, but nobody has restocked the mini bar for 3 days. They sent someone to do it. Went to the buffet for lunch & they had the same exact food again.
Day 4
We woke up & both had stomach cramps & a slight case of diarrhea. Went to use the safe & it wasn't working again, they sent someone to fix it. We met several people that complained of being put in different rooms more the once. One lady had a coca roch in her room another had a rat run across her deck. Used the hot tub that night since we thought is was cleaned.
Day 5
Woke up and looked at the hot tub and there was a 3 inch brown rusty ring around it. It's obvious that the never run bleach through the lines after each guest, disgusted un sanitary. Now we both had full blown diarrhea & spent a good part of the day in our room. Went to the Preferred/adults only pool and the was a family with there kids in the pool. Nobody told them to get out!
Both of us were really sick. We mentioned this to the Preferred people several times & they just blew it off. Went to the pool in the afternoon (in the bathroom all morning) when we came back the room was about 85 degrees & the air in the hall wasn't working either. The floor became moist because of the humidity, slipped & almost fell. Called to get the air fixed, told us it was fixed & when they left the room I called them back because it wasn't even blowing air. They finally sent a manager, he commented about the hallway floor being moist, he tried to move us to a lower grade room, we refused, he checked several other room & told us to take a room & we'll move you again in the morning, we told him we had enough at this point so either move us (which we been asking them all week) or get us a plane ticket to go home. 8:30 that night they sent us to Dreams Sands. Very professional people at Dreams, had us settled within an hour with a full explanation of Preferred services. Finally got in the shower around 9:45 & dinner around 10:30. Another day wasted.
Day 6 & 7 spent most of the time in our room due to our sickness. They gave us a beach bag, a bottle of champagne & special treats.
We booked this through Bookit because they gave us a better deal plus the upgrade to preferred level for free. We were never offered that through the club. We tried the preferred because it was time for our membership renewal to see if we wanted to upgrade.
Andrew & Dore Scalzo NSX000602
