Ratings based on 1,168 Verified Reviews
4.3 Room cleanliness
4.1 Service & staff
4.3 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 3 May 2024
excellente for family and very attentive.
Comment from Hotel Management
3 May 2024 by José P. Caballero. Guest service manager., Hotel Management
Dear Celia.Thank you very much for your rating and preference.Waem greetings from Cancún!
by A verified traveler
Posted 2 May 2024
MY FAMILY LOVED IT, WE WILL DEFINITLTY STAY THERE AGAIN.
Comment from Hotel Management
2 May 2024 by José P. Caballero. Guest service manager., Hotel Management
Dear Deya.It is a great pleasure to read about your experience at Emporio Cancún.Than you for your preference, we invite you to come back really soon to your home away from home.Warm greetings from the Mexican Caribbean!
by A verified traveler
Posted 2 May 2024
Na
Comment from Hotel Management
2 May 2024 by Jose P. Caballero. Guest service manager., Hotel Management
Dear Timothy.Thanky ou very much for your rating and preference.Warm greetings from Cancún!
by A verified traveler
Posted 2 May 2024
Nice property with friendly staff. Came for a solo trip and I felt very comfortable and accommodated.
Comment from Hotel Management
2 May 2024 by Jose P. Caballero. Guest service manager., Hotel Management
Dear tyshayla.It is a great pleasure to read about your experience at Emporio Cancún.Than you for your preference, we invite you to come back really soon to your home away from home.Warm greetings from the Mexican Caribbean!
by A verified traveler
Posted 1 May 2024
Comment from Hotel Management
2 May 2024 by José P. Caballero. Gerente de servicio a huéspedes, Hotel Management
Apreciada Valentina.Muchas gracias por su preferencia.Lamento mucho que no hayamos podido superar sus expectativas.Le invito a regresar pronto para darnos una oportunidad mas de consentirla como usted espera.¡Reciba un cordial saludo desde Cancún!
by A verified traveler
Posted 30 Apr 2024
I stayed at this property for 5 nights. First issue, this resort is not geared toward tourists. It is not. If you are coming hoping to communicate with anyone and have a good time, this isn't it. I've been to Cancun at least 6 times and this is the first resort where hardly anyone on staff speaks English. They answer the phone in spanish, they host karokee and movie night, in spanish. It was extremely hard to speak to people at the front desk because the communication barrier was vast. Overall it it wasn't welcoming like other resorts. No one speaks. Most of the staff seemed annoyed when I asked for help with something. I should have known when there was no 800 number to contact the hotel, that this was a bad idea. Second issue is the phones. You can't get anyone on the phones. They don't answer or return calls. I called asking for help with planning for our honeymoon. Not a peep. I emailed as well. I lost something the first day. They promised to follow up. Never a word. Third, issue was the hot water. There is no such thing. We haven't had a hot shower since our arrival. Water gets lukewarm at best. Fourth, the hotel doesn't seem to be at capacity however room service trays seem to linger in hallways for days. I don't understand it, they clean the room and leave the dishes. Lastly, thank the lord I didn't get all inclusive, because the food was beyond lackluster. Drinks were weak as well. Some of the food was just plain nasty. Now for the positives. The beach.
Comment from Hotel Management
2 May 2024 by José P. Caballero. Guest service manager., Hotel Management
Dear Angela.First of all, thank you for choosing Emporio Cancún to spend your vacation time.Our guests comments are very important for us, these commentas help us to improve our services and products.I am very sorry to know about your entire experience, we are going to check all details with the people in charge of different areas to improve where needed.Once again I am sorry for everything that happened.Warm greetings from the Mexican Caribbean!
by A verified traveler
Posted 30 Apr 2024
Skip this one. Kids pool drained and the regular pool was dirty. TV and lights flickered on and off. Lobby was hot and muggy without Air Conditioning. Stayed for 1 night and was happy to leave.
Comment from Hotel Management
30 Apr 2024 by José P. Caballero. Guest service manager., Hotel Management
Dear Stephanie.Thank you very much for your preference for Emporio Cancún.I am very sorry to hear about the maintenence details in your room. I hope they where fixed properly.We have a remodeling project this year to change the entire welcome area in the hotel.I wish you would give us a second chance to live the real Emporio experience.Warm greetings from Cancún!
by A verified traveler
Posted 28 Apr 2024
Comment from Hotel Management
29 Apr 2024 by José P. Caballero. Guest service manager., Hotel Management
Dear Alin.Thank you for your rating and your preference.Warm greetings from the Mexican Caribbean!
by A verified traveler from NEWTON
Posted 28 Apr 2024
would have given a 5 star but the elevators were dirty and didn't work half the time in the E building.
Comment from Hotel Management
29 Apr 2024 by José P. Caballero. Guest service manager., Hotel Management
Dear Michael.I appreciate your feed back and preference for Emporio Cancún.We will checking your concerns to enhance as suggested.Warm greetings from the Mexican Caribbean.
by A verified traveler from Roslyn Heights
Posted 27 Apr 2024
It took too long to check in like 35 minutes when only one family before me. The front lobby is small and hot. The ceiling is leaking water near the waiting area. The staffs are not well trained and not able to provide the right information to us when we are checking out. The customer service experience was bad too. Also, things are just quite expensive overall.
Comment from Hotel Management
28 Apr 2024 by José P. Caballero. Gerente de servicio a huéspedes, Hotel Management
Dear Man Fan.First of all, thank you for choosing Emporio Cancún for your vacation time. Our guests comments are really important for us, they help us to improve where needed.I am very sorry for the time it took us to check you in, we are already working to improve. Also, at the end of 2024 we are starting a remodeling on the main reception, we know our hotel is bigger for a lobby like we have now.Thank you again for your preference, warm greetings from Cancún.
