Secrets Mirabel Resort & Spa

Love the outstanding service provided by tge staff. I received close service from Tito, Yosmar, Patrick, Russell, Alex y Deborah. They made our stay feel sooo relax and we felt like MVP's thank you soo much!

Spent a week at the Now Emerald Cancun in the beginning of June. We usually stay in the Riviera Maya area, but tried something new to hopefully get away from the sargassum. And in that regard, the resort was fine - little seaweed and a nice beach. But the resort itself was dated, services were inconsistent, and food was sub-par. Room: we were in a Preferred Club Premium with Plunge Pool room. We were on an upper floor with a nice view. Some people we spoke to said that the couple of thunderstorms we had in the evenings flooded their floor, so I would definitely not have liked to be on a lower level. The room was OK, although the only furniture other than the bed was an easy chair. It would have been nice to have either a second chair or a small sofa so that both my wife and I could have a place to sit other than one having to be on the bed. The privacy lock on the door didn't work, and when I put in a maintenance request to fix it, even though the app said the work was complete, it still didn't work. There is no safety chain or anything, so I was a bit leery of not having some sort of additional lock. There was a Nepresso style coffee maker in the room, which we thought would be great since we're both big coffee drinkers. But the machine barely worked, sometimes making a full double shot of espresso but other times only dribbling out a few drops of coffee and making a mess of leaked water on the tray under the machine. And housekeeping only brought coffee pods once during our week long stay - we had to ask for them most of the time. Housekeeping also was inconsistent about replacing towels, so we had to ask for more on a couple of occasions, and one day they didn't make up the bed. Pools - there is only a swim-up bar at the main pool. It has a waterfall that cascades over the entire length of the bar, so if that's operating, you can't really walk away from the bar with a drink easily. The swim-up bar is also separated from the surrounding pool such that you need to either hop up over the pool wall or get out and re-enter the bar pool area if you want to go there, which I found annoying. The adults only pool is 8 or 9 feet deep for about half of the pool area, which might be ok if you want to swim some laps for exercise, but which was mostly a waste since no one really used that part of the pool. Bar service at the pools was mostly good, although better at the main pool than the adults only. Food - probably the biggest area of concern at the Now Emerald. The buffet was typical of Cancun all inclusives, although somewhat small and with less selection than I had expected. The Italian restaurant was a complete fail, bringing us the wrong food, then not bringing the appetizers we ordered, then finally bring the correct entrees after a long wait. And it struck me that, for an Italian place, they really had no Italian entrees on the menu. We had once nice meal at the French restaurant, but it was only open one night out of the 7 we were there. We wa

Overall the resort was very nice. The hotel is a little outdated but I didn’t have any major issues. I wasn’t sure if they were preparing for renovations like other Now resorts. The restaurants were also very good. I especially loved the Asian restaurant. The sunset views are spectacular! The restaurant is on the upper level with no fans or ventilation so it does get hot. But it did not prevent me from dining there several times! I loved the Mexican restaurant also! Excellent menu, great service and atmosphere! The French restaurant was very good as well! The entertainment was also very good! There was a fire show and Mexican Night featuring traditional songs and dances. I met wonderful people from all over the world and my fitness classes were popular and everyone seemed very easy going and accommodating.

The facility is large. The buildings are old and need serious renovations. The room, lobby, restaurants, everything is outdated. The food at restaurants are mediocre. They have blue and black wristband and and regular customers wear blue band and these people are not allowed to enter certain restaurants that are specifically for the black wristband customers, which is really annoying. The coffee shop at the lobby area is for the black wristband so I was not allowed to buy any coffees. Nothing special about this place. The pool is large but just noisy with DJ all day long. If you need peaceful and quiet hotel, this is not the place to be. We were sent by our airline when our flight got canceled. No way we would not choose this place for our vacation.

The now entertainment and explorers club was amazing!! Maina and Jimena at the explorers club were fabulous. They helped with our grand kids every day. Lots of activities to keep the little ones busy.

I was saddened and shocked that Hyatt not notify customers that the Now Emerald was closing its doors on August 1, specifically informing customers that the following basic client services would be compromised during my stay: building maintenance and cleaning, food/restaurants, activities and infrastructure. I selected the Now Emerald for nostalgia, and excitedly booked reservations to celebrate a seven-year commitment trip with my partner during July 27-31 in Room 233 at the Now Emerald in Cancun Mexico. I hadn’t traveled to Mexico for the past seven years and this sadly will be my last Hyatt stay experience. Where do I start my travel log? After a long travel day, I was excited to jump in the shower and begin the vacation. I quickly realized that there was no hot water for a much-needed shower. While the repair response was immediate, I had to contact the front desk shortly thereafter because the bathroom sink’s water was also not working. Again, the maintenance team was prompt in response and professional which was great because I spent the entire weekend vacation requesting their assistance. As I was eager to explore the hotel, attempted to secure my belongings (passport, money, etc.) in the safe, and quickly realized that the safe was not functioning. It couldn’t lock. Turns out that security would need to recalibrate the safe daily. Additionally, the air conditioning was nonfunctioning and remained at 65 F. It was freezing!!!! Maintenance attempted to repair the system but did not have access to new parts as the hotel was closing. So, we opted for no air conditioning leaving us in a sauna throughout the trip. I am not sure if the condenser pan was full, but we encountered a wet floor caused by the ceiling after our first morning that continued throughout the trip. Lastly, the room’s lock was replaced after recognizing that we spent the night in an unlocked room because the cylinder was broken. Despite daily room cleaning, there were visible signs of black mold throughout the room, especially the bathroom, which confirmed a lack of cleaning and maintenance. Notable maintenance neglect signs where the sink faucet was missing a cover, bathroom tub was painted, but still revealed stains, soap scrum and film on the shower doors and corners of the bathroom. Sadly, the horror doesn’t end there, our room opened to the pet relief area despite not having a pet. As far as building internet services, the Wi-Fi was sporadic. The batteries were missing from the remote on the tv and only one outlet worked in the room. While we were offered another room, it was next to the elevator and just as unkept after a quick tour. So, we braved it in our room for the duration of the vacation. Unfortunately, the issues did not end with our room. There was liter in the hallway that was not swept, lighting on our floor was low and excessive slip and falls hazards caused by broken floor tile. The restaurants were not any better. We were seated at tables with food c