-TERRIBLE EXPERIENCE- My fiancé and I booked in advance the Deluxe King Suite with Sea View Non smoking and this is our story. We landed yesterday at night and were looking forward for our stay at Hotel Emporio Cancun. At the counter for our check-in, everything seemed fine and they confirmed our choice of room : the Sea View (which we paid extra for). But once we arrive at our room, we have a concrete view ?!? So I called the reception, and they explain that they had no more Sea View rooms and that’s why they gave us that one. I then explain to them that we paid extra for it and would appreciate having the room we PAID FOR, or a compensation. They answer by saying that the hotel is full and have no other room to transfer us and that they would offer us the breakfast for free. This by all mean doesn’t even comes close to cover the extra money we had to pay for that room. We declined, and they said that we would have to talk to a manager in the morning. As we’re going to get to sleep, I verify that the entry door and outside door are both locked and see that the one that opens on an area that anyone came come in, can’t be locked. It is broken and there is no way of locking it. So, I called back the office and they sent someone to put sticks to make it secure juste for the night. (He was very nice and very comprehensive of the situation). But by the time it was all done, it was 3h30 in the morning and I was so disappointed. For us, security is the most important thing. The morning after after complaining , they finally agreed to transferring us to the room we paid for. But it was not before 1h30 pm that we were transferred. They still refuse to reimburse for the extra we paid on the first night for a lesser room. Overall we’re very disappointed and won’t be returning. We’re just happy we had at least a day in the room we paid for. The beach is absolutely beautiful. If it was not of all this, our stay would have been a lot better !

We're at the Emporio Cancun right now and we cannot fault it at all. After almost 24 hours of travelling to Cancun we were greeted late at night by the wonderful and sympathetic Blanca at the front desk. She checked us in efficiently and quickly, understanding that we were exhausted and just wanted to get to our room. She answered our questions and directed us to our room. The bellboy arrived with our luggage as soon as we reached our room. We woke up the next morning to a beautiful view of a clean and modern hotel and pool area with side sea view. We did have a small issue with our room but Rafael at the front desk sorted it out for us quickly and to our satisfaction. The restaurants are again clean and the staff follow hygiene procedures and are always polite and friendly. The food at this hotel is of good quality. We almost always go on all inclusive holidays and usually the quality of food is degraded by the mass production, however here everything from the salads to the desserts is amazing. Yes I've seen reviews that complain that the food is the same every night, that's the same every night at other all inclusive resorts we've been to, just choose something different every night to increase your variety! The beach is GORGEOUS with white sand and graduating turquoise waters with plenty of clean sunbeds. The staff on the beach work tirelessly to keep the shoreline clear of seaweed, of which there is very little depending on the weather. The sweeper goes along it every morning several times to take away the seaweed that washed up overnight. Everything we have seen at Emporio Cancun is awesome, from the beautifully kept grounds, to the pool, to the beach. Even the pool toilets are the most modern and cleanest I have seen in my life! And now the exceptional staff we have encountered that make the hotel what it is... a fabulous place to be. JP (Juan Pablo) is a senior member of staff at the restaurants and will help you with anything you need, he's very helpful. In fact all of the restaurant staff are amazing and always serve you with a smile. It's the same with all of the staff here, from the cleaners to the security guards, the lifesavers to the bar staff, the gardeners to the maintenance guys. Everyone is happy to help and if they can't, they will find someone who can. The animation team are fun and energetic. Daniel, Jesus and Abigail are always on the go and ready to entertain us, but not pushy and they let us just chill if we wanted to. They really do make us laugh and the music variety by the pool is spot on and not too loud. The pool bar staff are also fabulous, shout out to Fernando who is there for us whenever we need anything and is ready to help and answer our questions on anything. Brandon at concierge/front desk is also always on hand and ready to help answer our questions, he always welcomes us with a smile and is very patient (we go to see him regularly!) Some reviews complain that most of the staff don't speak English. Well it's a Spanish speaking country, it's to be expected that most staff will only speak Spanish. We all have phones, it's nothing that Google Translate can't fix quickly :) Whether we speak to them in English or in (very) broken Spanish, we are always greeted with the universally understood language of a beautiful SMILE. All in all this is the perfect hotel at which to spend your vacation in Cancun. It certainly has the best beach in comparison to neighbouring hotels. We would most definitely come back here and would look forward to it! :)

If you are English/American do not come to this hotel! Service is extremely slow serving drinks and food to the point it’s not even worth going all inclusive! Items have gone missing in the hotel room! Buffet was a 5/10 not the worst but nothing special at all! I’ve seen more appetising food in dusty back alleys on the streets of Bangkok. Me and my friends would repeatedly have to ask for things while at the restaurant and the waiters would acknowledge this and then ignore us. Very uptight staff, one of friends was only at the hotel for a short while and didn’t go all inclusive and I had finished some chips and left them on the side of the pool and he then took 2 cold chips off my plate to eat them and the staff reacted like he had left a log in the pool. They said he should pay as he isn’t all inclusive! All alcoholic drinks are watered down this was even witnessed by a guest at the hotel who saw bar staff half emptying alcoholic bottles and filling it back up with something else. Checking in was the longest experience I have ever been through it shouldn't have to take that long it was like trying to gain access the Area 51. Bottom of the pool was dirty you could feel stuff on your feet. Other than that everything was good. The cartel that owns this hotel defiantly blackmailed the person who gave this place 4.5 stars! It’s a 3 star maximum. Mercedes one of the waiters provided an excellent customer service while her colleagues stood around like wet fajitas doing nothing.

Loved our room on the first floor with a walk in pool right outside our room with the beautiful Cancun beach immediately behind it. Loved this resort. Was not as "classy" as some others, but the price and beach make it a great value. As for the "all inclusive", I recommend making reservations in their nicer restaurants 72 hours in advance to get your monies worth. The buffets were typically poorly stocked, and drink services was very slow. Twice we waited for more than 40 minutes without a waiter taking our drink orders, so we left and went to the bar. Overall, still a great value and one of the best beaches. Great if you just want to stay at the resort, hang out on the beach or pools. I wish we had 2-3 days more so we could relax.

Let's start off with the good! This hotel was budget-friendly, had a great view, clean, pools were nice and clean up to date room, & beds were comfy. There's a main bus stop right in the front of Emporio to take you up and down the hotel zone, as well as an Oxxo convenience store. The checking out process was fairly easy. Now, what wasn't so good. The lobby was not air conditioned and was very humid, the check-in process was very tedious and unnecessarily long. Be prepared with something to hydrate you if there's lots of people in front of you during check in or you might pass out. The staff was not very helpful at all. Most of them didn't know what was going on. This is NOT an Americanized hotel, so the workers have very heavy-accents and don't speak English very well. Access to food here was VERY difficult. There are two restaurants that you have to make reservations for 24 hours in advance, and if you don't? Well, you just won't be eating there. The bar/grill closes at 6 PM, so after that your only option is an overpriced buffet (~$25 per person) with very mediocre, bland food (closes at 10pm). They only had about five main dishes to choose from aside from sides and deserts. I would say the all-inclusive package is NOT worth it here. The beach is super rocky, so you would have to walk down the shore to get access to a safe area to swim. The elevators are extremely slow, and someone told us when they were on it, it stopped them midway/between floors. Yikes. There are also not many elevators, so getting to a room on a high floor may be quite the journey. The glass doors in the bathroom were tremendously squeaky to open and close, and didn't shut all the way. Additionally, the door to the bathroom itself did not have a lock. Getting your food from ordering at the bar & grill took so extremely long, like half an hour for a single burger. There's construction going on next to Emporio, so it's not the best when you wake up to a jack hammer gnawing away at concrete.

Fasano restaurant at hotel Emporio had decent food and a great waiter but the manager, Omar, was very rude and a liar. We returned a dish of small value $13 (of a $110 bill) after eating 2 bites from it and not liking it. Manager accused us of eating more than half of it and insisted on charging it. Omar plainly lied about us eating half of it. Even the waiter agreed with us. Extremely rude manager and will not eat here again. Manager eventually removed it after arguing. Hotel is good, but bathroom would randomly have a sewage smell which was unbearable and made the bathroom unusable for several hours. Asked to change rooms or get someone to fix the issue. They did not switch rooms and no one showed up next day to fix the issue.

Overall, this resort was a great place to stay. The rooms were very clean and spacious and the housekeeping came every day to check if we needed anything. There are multiple different pools on the resort, including an adults only pool with a bar. This is especially nice because this is a family resort but there is a still a place to relax away from children. This resort is not super busy, which is good if you’re really just trying to relax. There’s plenty of beach chairs and pool chairs to lay out on. There are also private cabana type beds around the pool that are first come first served. One downside I felt about this resort was the location. Outside of the resort, there is only a 7/11 and another mart to get cheap food. There are a couple other restaurants around that definitely have the expensive tourism prices. Although this resort is kind of far from other destinations like Coco Bongo, there is a bus/shuttle stop in front of the hotel that is very fairly priced. This place was great for what I was wanting out of a Cancun vacation and I would definitely stay here again.

The hotel is very well maintained. The rooms (we had two) one was on the fourth floor, it was clean and spacious. The second room was on the ground floor and had a terrible mold smell. On the second night we had to request a change which wasn't easy but they switched us to a higher level. Apart from the smell room was clean and cozy. They have nice pools, the kids section is small but enough for kids age 3-5. We didn't do all inclusive so breakfast was great, the service though depends who is serving you. The other buffet options weren't that great (and I am not a picky one). We did enjoy our stay at this hotel will we come back yes!

First and foremost the service from waiters and staff was perfect! Great warm welcoming people. The rooms are recently refurbished nicely and most rooms have a great view. But: 1. There is no quiet space for work or a conference call. And there was Complete carelessness when asking for help to be able to take a work call in a silent room or office. (We couldn’t use our room because our toddler was napping) my husband needed a quiet space to have a conference call and asked about it at the reception, where he was told they couldn’t help him in any way. Even when the occupancy of the hotel is at less than 40% currently they couldn’t lent him an empty room to make a call. 2. The temperature of the pools was cold (they were not being heated to save energy) 3. No help , guidance or available adaptors for foreign energy plugs (European) . We were told that we wouldn’t find anywhere to buy them but we had to go downtown. (Which was not true we found some at the nearest mall) The frustrating part is when the response to any request for help or guidance is “we can’t help and don’t know what you can do” it is basically:“we don’t care , good luck trying to figure it out on your own” Not from the restaurant and service staff (which are consistently great) but from the management and front desk.

I came in late night and made my reservation online in the lobby then told the receptionist. She shouted saying "It is not for tonight, it is for 3pm tomorrow, I already told you!". This is before she checked the computer. The restaurant server was annoying with her questions, accusing me of ordering tea and making an interrogation over it, then took utensils & cloth too early so I had to request everything one-by-one. When I reported these issues to the manager, he was turning it into an argument just like the receptionist, playing with words and things. He was also providing a conclusion as I was jut lodging a complaint. Now he is part of the complaint. Staff ASSUMES too much. The guest is always wrong. (AC is weak too) Is this ignorance or competence?

We have a few more days to go in our 2 week stay. Positives are that it's a clean property, comfortable rooms and bed, great water pressure. Everyone is friendly especially if you learn some basic Spanish,makes sense we are guests in their country so show respect. Negatives, checking in takes forever,so much paperwork,why? For the last three days we have tried to make a reservation for the Italian restaurant and no one has been at the concierge desk,just a sign that says we cannot make a reservation? There is only one other restaurant and the buffet which is spendy.We are not all inclusive and that seems to create some confusion, we cannot sign to the room and pay everything when checking out but have to pay as we go. There is construction going on. Downstairs pool needs umbrellas it gets hot. Beach needs way more chairs and needs to get rid of many that are broken. Otherwise we enjoyed ourselves and there is a great taco place called Don's just 10 minute walk,highly recommend

Mixed feelings about this place. First, it took about an hour and 15 minutes to check in. I've literally never in my life waited that long to check in to a room at any hotel ever. They only have one or two people at the desk checking in guests. The big disappointment was that the beach connected to the hotel is incredibly rocky with big stones. Too dangerous to swim unless you want to take a chance at getting scratched up or cracking your head against the rocks. Paying all this money for a beach-front hotel but not able to swim in the ocean was very frustrating. It would be nice if more of their waiters and kitchen staff spoken better English. A majority of visitors are English speaking so you would think they would train a few people up to be able to communicate with their guests. It took a few days to be able to communicate my specific dietary needs to them and they did try their best to accommodate me and my wife. On a more positive note, the views of the turquoise ocean were very nice and the travel agency was helpful in lining up tours.

Great hotel with some blaring flaws. Would have been a 3 stars if not for the price, rooms and long main pool. I would recommend not to take all inclusive as the restaurants are not at par with other all inclusive properties. If you do get this in a budget go for it and you will have a overall good time! Pros: Great rooms, beach is clean and beautiful (has rocks though so be careful), the main pool is superb, room service crew is courteous and fast Cons: front desk staff is awful, 1 hour+ check in (with no ac in lobby, gets super stuffy and sweaty), construction going on (property is renovating), restaurants aren’t great, overall hotel design is confusing with lot of stair going up down, and lastly ac has motion sensors so keeps switching off and we get super sweaty by mornings If you can ignore these flaws / cons and get this hotel in a budget go for it and it will be worth it (even after a rough start). But if you want an amazing all inclusive time look elsewhere.

I've been at hotel Emporio in September 2022 booking my room and paid fully in upfront online on May/June 2022. The room booked was front of the swimming pools and on the photos on the upper floors. When I arrived, they gave me a small room and located on the back of the hotel, in front of the parking with zero view and pollution caused by the cars always moving. They said that on them system that was my room (lie)!!! After a hour of complaints, they gave me a room in the front, but on the ground level (not what I have booked, not for what I paid for and not what I was expecting). Not a good experience! I will never come back for holidays and I strongly not suggest this hotel.

Stayed here with husband and young baby (9 mo) daughter. I really loved our room it was fantastic! King bed Oceanview with a bathtub that has a window to the room and outside. Huge balcony, very comfortable. I would just say if you need a baby crib, the ones at the hotel aren't the best, they're more like a bassinet and a weird size so standard crib bedding doesn't fit on it. I think bringing a pack and play would have been better for us. Besides that, the hotel has amazing pools, ocean access, lovely friendly staff, and good food at the restaurant. The buffet is a bit pricey but they have such great options! It's in a convenient area and just a quick and inexpensive bus ride to downtown. Good restaurants across the street too, and a couple convenience stores :)

Though I must say , request for server daisy ! She’s the sweetest <3 Room was beautiful I am not going to lie BUT the office and “maintenance” were terrible. Ac went out and they said people would come to the room , 2 hours later nothing. 5 hours later (2 am ) after going to the front we finally were able to get a new room but only because we were persistent. Not because they wanted to help. They said that we were able to get a refund for that last night. Priceline got to them for confirmation and it wasn’t approved on emporios end and I’m very disappointed. Also food is overpriced for what is all offered. Pool and hot tub bottoms don’t feel clean in certain areas. Ants everywhere. Some Very rude workers if they know you don’t speak Spanish.

We really enjoyed our stay here. The all inclusive package was really good. The food quality was great. Staff were really polite & kind. The overall environment in this resort was great too. The only problem was their room cleaning & room services. They were really unorganized about that and we had to call the room service 3-4time to get a towel. To me it seems either they had staff shortages in this part or they had really poor management.

This is such a great resort to stay at! Truly mesmerizing views with an attentive staff. Santos and Sandy were so amazing and helpful throughout our entire stay. We stayed in the swim up ocean front room and it was worth every penny. All inclusive is worth it as well, as drinks and food adds up at the resort.

Booked last minute after wife did quick search online for beach side hotels, was a little bit pricey however was not dissapointed at all. We booked with the ocean view and got the morning buffet included, breakfast was delicious with good genuine Mexican cuisine. Swimming pools are great, pool bar, and not to mention the beautiful beach 🏖. All the staff was friendly and courteous. The room mini fridge didn't work, but other than that, I'll be coming back.

The check in process is horrible. Could use much improvement. Expect to wait 1-2 hours, getting back and waiting in line over and over to see if your room is ready. There are much easier options than this. Would not recommend due to poor check in process. It’s hot in the lobby, lines move very slow. Concierge is no help. Edit after stay. The check in was still not great. The room was nice, could really use a fan! Whether it’s a stand up or ceiling fan. Don’t expect the rooms to get too cold. At least ours didn’t. It wasn’t hot, but it wasn’t too cold either. The food was good, not the best. That could use improvement also with more choices. This was a really big thing for us. Going in December, it was mid 60’s at night and high 70’s during the day. The pool water was cold. And NONE of the hot tubs were hot or heated. Besides check in, this was a really big complaint. Even though we paid all inclusive. Room service for food was an $18 charge American. I thought that was a little excessive. The beach location is nice. And Eduardo working and serving you out there is the best! Word of advise people reading this. Tipping goes a long way for your service experience. Even though we paid all inclusive, I took $150 in tip money, and used it all and some more. That makes a difference and some of these workers work very hard. Keep that in mind. There’s A lot of steps, be prepared. If you get familiar with all the elevators, you can get around most of the steps. Good luck.

This facility is fantastic! All staff are kind and courteous, and very attentive to your needs. The food is phenomenal, and is always put out fresh in the buffet, and has a wide assortment. The beach out front is in beautiful condition, the pools are crystal clear, and the rooms are fantastic. The facility is very clean, and you always see the staff cleaning and maintaining. COVID protocol is strictly adhered to by employees, so had no health concerns. I would definitely go back here!

Fabulous, like a dream. We went off-season, so the hotel was not packed with tourists. IT was an amazing hotel, the staff helped us with literally everything, such as guides, tours, tips, local food. The view from our room was incredible. There are different pools and you have seats on the beach included. No need to go far into the sea to see small fish in the water. Highly recommended.

Rooms are beautiful but front desk employees don't care to give good service. Lots of rules and most bars on premises close early (6pm). Must use "card" to receive towels and if not returned, pay $25 penalty.

Worst experience, went for a family vacation a party of 13 people got different rooms, reserved with time couldn’t get them all together. The people at the lobby have such a bad attitude, got to Cancun at around 6pm they were giving us such a hard time at the lobby we stayed at the lobby till about 2am trying to fix the problem they didn’t want to work with us it was Christmas Day they wanted to charge us way more. Had to call they agency we went though, the agency called they lobby spoke to the manager and he pretty much told him we either pay the extra money or leave the hotel they took advantage knowing it was Christmas we had kids with us. The staff is rude, the jacuzzi’s they have are cold asked if they can put them warmer they said they didn’t work, one of the rooms we got the air conditioner didn’t work. They security walking around is very creepy, keeping an eye on everyone can’t even enjoy the stay. The food there was horrible they see you speak English and they want to charge you and arm and a leg. Never staying here again.

Me and my husband chose this hotel as recommended accommodation for our wedding guests (about 100 people) First to the good: -Food was really good and there was always space in the different restaurants -Hotel was family friendly and we really appreciate that there was not so much party going on. Also the only adult pool and kids pool were a plus. -Hotel was in general clean and the people working in the hotel were amazing, very friendly and always willing to help. Now, would I recommend this hotel for a wedding? unfortunately not. The booking system does not much modern days. Basically there is no booking systems. Me and my husband had to create a from to collect our guests information. The hotel would send links (which many times did not work) and requested all up front payment (very different from any booking system out there). Eventually they only collected the money for 1 night as their system could not take the full amount. Once we got there, the front desk did not know that me and my husband have already pay everything and the hotel owe us money. They didn't even know we were the groom and bride. There was a clear disconnection between the sales team (who deals with big groups) and the hotel management team. for our cocktail our the sales team recommended organizing the event from 4-6pm, only for us to find out on the day of the event that the venue (with in the hotel) they recommended only open at 5:00pm. Unfortunately for the price of this hotel, you would expect they are using some kind of software but sadly everything is done on pen and paper, where information gets lost and takes time. Is so sad because the hotel is beautiful and the people working there are really nice, but the operations are so bad it can ruin your whole vacation.

Hotel for the most part was beautiful, had amazing views, a nice beach, and lots of pools. The rooms were nice as well. However, check in took forever, almost two hours. Hotel staff at the front desk spoke limited English which is fine because I was in Mexico but it was just a little difficult communicating. The lobby is very small. We were traveling as a large group and there was limited space for us to sit. The hotel overall is well maintained but could use some upgrades. Some pools were missing tiles, lobby could use a complete makeover; very dark and small compared to other hotels I've stayed in. There are only two restaurants on the property so you have to make sure you get up early to reserve. You cannot reserve anything online, everything is done at concierge so if your room was far, it was a long walk back to reception. Being that there are only two restaurants, you had to eat at the buffet most of the time. Food was decent but it was the same menu every day; meat would dry out or food was bland and cold.The staff was amazing; very helpful. We had a blast but because of the food, we would probably not come back.

Lovely location about middle between north and south hotel zone district. The swim up ocean front suite was nice, good views and ability to get right into the pool from our porch was awesome. Resort grounds were well kept and view's were spectacular. Mini fridge wasn't cold and no controls, no ice machine anywhere near unit. Room was "warm" air conditioner wouldn't go below 22c/72f (locked) but never got below 75 anyway, which isn't comfortable. Overall great place to stay for a few nights. We didn't eat or drink there.

My wife and I stayed at the Emporio Hotel. We did not pay for the packages that included meals because of its close proximity to a lot of other food in Cancun. However we throughly enjoyed the location and how easy it was for us to get a taxi. We had a lot of fun talking to the taxi drivers that were working with the hotel and the staff that helped service our room. We weren’t expected the best of the best of service because well - we didn’t pay for it! We enjoyed our stay and we would love to bring our family here one day as it has many pools that is family friendly. I think the only thing that prevents us from giving it 5 stars are a lot of small things but the one main thing is: The hotel is very environmentally friendly (which is great!) but since it turned off our electricity when we weren’t in the room, upon returning we would have to wait a little under 10 minutes or so for our electricity to kick back on. Which after a long day of exploring gets to be a lot! Nevertheless, we enjoyed our stay. Good friendly family hotel - you get what you pay for!

This is a hidden gem. Everything was great about this place. We had the all inclusive and every meal was very good to great. Every staff member we interacted with was great. A few names that stand out: Gerardo, pool service, Marco at the front desk, Arturo at the breakfast buffet, Isidro, at the Argentina restaurant, Pablo, at the evening buffet, all very nice and helpful. We had a deluxe king ocean front that was one of the nicest rooms we have ever had. Yes there are some big flat rocks on the beach, go around them and enjoy the ocean. Yes there are some staff that don't speak English, not usually for a Mexican resort. We had a fantastic stay. And had a great full moon also.

It took us an hour to get our key so we literally check in at 4pm, take an hour for bags to arrive in our room as bell boy said they gave him wrong room number, there are ants in the room. There’s various foods for breakfast, good but not great. Other than that, Our room is right in front of warm jacuzzi which is nice, the private beach is pretty and clean. They have at least 3 different swimming pools for adults, and they have dedicated for kids too.

The rooms smell a bit like mold, and the showers do have mold in them. But the room location was perfect. Our room had a balcony view of the beach right in front of the CANCUN sign. The buffets are delicious and the entire staff from check in, to room service, to food staff are so nice and welcoming! The only thing I would change is adding a toddler/baby wading pool. There is beach access down the steps from the pool area!

Terrible experience, their customer service is extremely faulty. A few of the bad experiences we had are the following; we called and asked for water bottles a total of 3 times and they were never brought to our room. We instead asked a family member to call reception for them and they were taken immediately. Along with this we found 2 cockroaches in our room!! Their buffet is mediocre and lacks variety. They will find anything to charge you extra for! Way too overpriced for the type of service and experience you get. Look for other options.

Had an amazing time at Emporio. The service, facilities, experience and, or course, amazing ocean views, are the reasons I would revisit this hotel. The breakfast buffet and dinner buffet at the Cua was amazing; the only thing I would change would be the prices of the buffet - slightly lower and I wouldn't think twice. All in all, I would rate the hotel 9/10. Would highly recommend.

This was my first trip to Mexico ever and the stay at the Emporio will make it my last time ever coming here. They will find a way to charge you for EVERYTHING!!!!!! Also the food is awful there is no Mexican food also the breakfast buffet is horrible and its $20 a person. The beach is gross and un swimable. You only get 1 towel per person for the entire vacation also. Please don’t waste your money here!!! I wish more people left honest reviews so I wouldn’t of wasted my money coming here on a trip.

The hotel was very clean and the room I stayed in had been recently renovated. There were 3 people total staying in my room and was charged extra for the 3rd person. When the 3rd person checked on, the hotel was trying to charge again, felt like they were being dishonest. I went down to the front desk to explain I had already paid and the cheek in staff was like oh yeah. Not sure why they hadn't checked as that 3rd person was trying to check in. Other than that the location is great, right on the beach and had a nice adults only pool with a swim up bar

I got a last minute deal and decided to give this hotel a shot. Don’t do it! My biggest complaint is the lack of hot water. The hot tub was cold. Plus, it was impossible to get hot water in the shower during the before-dinner rush. I visited in December and it was just too cold without hot water. There was also hair (not mine) on the wall of the shower and a truly gross situation under the sink where the towels go - it looked like no one had ever cleaned it. The service at the bars and restaurants was good. Check-in was a hassle and they actually assisted 4 people who walked in after me when I was first in line. I tried to approach the desk and they sent me back into line, but helped other people. I did not get the all-inclusive and I quickly discovered that they do not allow room charges in this hotel. That means that if you want to go to the swim-up bar, you need to have your credit card on you. I’m not sure why they don’t have a system to charge it to your room on check-out. It was inconvenient. I’ll stay somewhere else next time I come to Cancun. Somewhere with hot water.

The customer service here is amazing. Every single person we interacted with was always pleasant and had no issues with going above and beyond to help us. The hotel itself could be a little nicer, better rooms and pools, however the location is great. The beach is beautiful. The food is hit or miss. Sometimes it was amazing and other times it was gross.

I liked the location, but apart from that there’s not much else good to say about this place. Simply driving around we saw many other resorts that simply looked better, and I bet they’d treat their guests better as well with a similar view. Overall some of the staff is alright, but the manager is no good which makes the whole place rotten in my opinion as well. We had a nice beach view from a pre-booked room that we had gotten probably a month or a little over prior. After getting off the flight and trying to check in at 2:50 PM, they told us that check in was at 3 PM and that we would have to wait as there was no room ready. At 4:15 we finally got access to our rooms. Big money grab on the resorts part, had a complication with the buffet in terms of a miscommunication on their part, spoke to the manager who was a woman who informed us she was also the HR and everything, and with all of her titles she said she could do nothing for us apart from a little to go box from the buffet after paying both for the 2 rooms and well over $100 USD (solely for one breakfast at the buffet, did not visit again) Overall, alright resort, awful staff and manager, will definitely never be coming here again to this resort, but will be sure to give my money to one of the surrounding ones.

Had an absolute blast at Hotel Emporio. All the staff was friendly and helpful. The bar food was good, glad we decided not to do the all inclusive option. The private beach area is nice. The hotel gives you these different color wrist bans to help identify you as a hotel guest. From the massages to the gift shop, all was a nice touch. The breakfast was my favorite. Room with the ocean view was great. Despite it raining about 80percent of the time we were there. We had a blast at this hotel.

Will definitely be coming back here in the future. Very clean and updated hotel. We enjoyed that the guests were primarily Spanish speaking. The staff does speak English so there were no issues. It was so calm and didn't have the annoying party all day atmosphere that is found in many resorts in Cancun. If you are looking for a relaxing place to stay this is your resort!

We booked this vacation months in advance but during our entire stay, it was raining or overcast. I can’t fault the resort for that, but we couldn’t even enjoy the hot tubs because 2/3 of them were freezing. The one hot tub that was warm was of course packed. In addition to this, we used a Discovery credit card to pay for drinks. A few hours later, after 10pm, when we’re in bed trying to sleep, the staff knocks on our door saying they can’t take the Discovery card, even though the transaction went through. They wouldn’t let it wait until morning. They escorted me all the way to the bar so that I can give them a different card. Finally, a staff member accused me of lying about never getting towel cards. Overall, the resort was nice, but I am extremely dissatisfied with this trip. Also, the Italian restaurant is terrible.

Great place to stay! We stayed in a deluxe room with a view of the lagoon. it was 4 memorable days in paradise. We took the breakfast-included package with a travel agency and the buffet was amazing. You can stay the whole day at the hotel but my suggestion is to take advantage of everything that Cancun and the Riviera Maya have to offer. I went on May 2022 and can’t wait for the moment to go back to this amazing place.

Great beach front hotel. Room was clean and had all the necessary amenities. We had a beach front room with amazing views at an affordable price. We did not tried their food as we eat outside all the time. We bought the room only not all inclusive. Just be aware that it's beach is a bit rocky. Not easy to swim. Recommended.

I stayed here earlier this year. The food was moderate not the best, but the scenery of the beach was very nice and bartenders where pretty very nice. I’m rating this location 3 stars simply because the room we booked is not what we received. Unfortunately, the hotel was unable to accommodate us and upgrade our room to what we paid for. So needless to say this made the stay a bit frustrating. However, if you are looking for something nice at a decent price with an ok view then I would recommend staying at this hotel with the caveat that you may not get what you paid for.

Don't forget to use ʜᴏᴛᴇʟʙoʟʟʏ.ᴄᴏm when booking a place. They compare hundreds of hotel sites and typically will have rates a lot cheaper compared to others! You're welcome :)! This hotel is one of the highest rated in this area. I've been coming here for a very long time. If you stay for a few nights you won't be disappointed. We had an amazing vacation and absolutely loved the hotel! All staff were super helpful and friendly. They really took care of us and our transportation needs. My kids loved the different swimming pools and restaurants on the hotel property. We will definitely stay here again 😊

THE GOOD: The room was very clean and the views were amazing! Most of the workers were very helpful and nice. The pool was very inviting and clean (it was very cold, though). The Italian restaurant was, by far, the best place to eat. The bartenders at the sports bar were phenomenal! THE BAD: We felt like we weren't explained everything we needed to know at check-in. There was an obvious language barrier between us and the lady who helped us. The "hot tub" was not very warm. The buffet was sub par with few choices, but edible. THE UGLY: The lowest we could get the thermostat to go was 22 degrees Celsius which is 71.6 degrees Fahrenheit. We had many sleepless nights because of this. The Fa Sa No restaurant was not good. We ordered steak, maybe something else would have been better, but we couldn't bring ourselves to try it again. On our second to last day at breakfast, a waiter asked us to "Please bring a cash tip tomorrow." (We had been signing receipts and leaving a tip on there.) We were out of smaller bills and decided to skip breakfast instead of having to deal with that again.

The hotel is very nice, clean rooms, beautiful and functioning swimming pools and beach, didn’t have to wait much for the check in (as I am reading complaints in other reviews), air con was totally fine and plus, the staff was nice and took care of our luggage excellently. Unfortunately our night sleep didn’t go well: there was a persistent ticking noise in the room that woke us up and the staff wasn’t at all helpful; we had to call reception five times and get angry before someone came one hour later, which is unacceptable, and their solution was to tell us to change the room, at 5 in the morning, with 2 kids. They did offer us breakfast as a compensation (we weren’t all inclusive) but it was our request, not theirs. Also, we inquired about the cost of breakfast if not included and it is 400 MXN per person, so expensive! So if you go there, be wary of which room you are given.