Hotel Emporio Cancún optional All-Inclusive — Hotel in Cancún

Unfortunately, this hotel can be summarised as run-down, noisy and generally not very desirable.

The food is absolutely appalling! The buffet and restaurant food might possibly be the worst food I have ever tasted in my whole life; the juice is not real juice, every drink tastes watered down, vegatarian options are incredibly incredibly limited (don't even consider coming here if you are vegan as you will probably waste away from a calorie deficit after a few days), food tastes very poor in ingredient quality and usually comes undercooked (e.g. hard spaghetti, hard corn). The bar drinks are equally as poor and inconsistently prepared between staff. There are only two restaurants, one Argentinian and one Italian, which must be booked in advance every day. I have also developed food poisoning symptoms and have only eaten this hotel's food for the last week and am currently writing this review quite unwell and hiding in my hotel bed.

The rooms are very outdated looking and noisy. Most towels and bed sheets have some form of dirt on them, there is vomit or spoiled food on the floor. Very poor insultation in walls make it hard to sleep. I personally have struggled greatly to get enough sleep due to noise, and each morning have been woken early by more loud noise. I know we are not the only guests who have purchased earbuds from a local store to get a better night's sleep. Also the aircon automatically turns on and off, which is very frustrating.

Staff are generally quite nice. However, very few staff speak English (which is understandable considering this is not the native language, but worth considering as an English or American traveler because you will frequently have issues communicating with staff). The staff in the Argentinian restaurant are very friendly and excel at giving a great service by being very attentive. The Italian restaurant service was laughable; it was almost funny how poor the service was as the restaurant lost complete control over the place and guests started leaving early after their order not being taken for over an hour upon arriving and being sat down. The food was also disgusting! I would recommend only visiting the Argentinian restaurant, although this even becomes boring after several trips. Staff also have a habit continually of saying they will bring something, e.g. a drink you ordered, and then never show up with it. This happens often. I am not certain if this is a cultural thing or just poor service.

It is also worth adding that there has been ongoing construction on both sides of the pool areas, making it impossible to avoid the endless drilling and bashing sounds during the daytime. My understanding from reading other reviews is this is a common occurrance.

I would have given my rating a 2 star because I liked the beach nearby the hotel and think some of the staff are lovely. However, my partner politely complained to the main reception about an ongoing noise of someone moving furniture above our room continuously over the last few days. The noise began at 6am today and continued up until I am writing this review at 5:30pm. My partner had to ask the staff if something was going to be done after her first complaint didn't change the situation and request another room. She was spoken to very rudely, with the female staff at one point laughing and speaking in Spanish to each other mid-complaint, knowing she couldn't understand them. She is immensely upset from this interaction. She was told the hotel is 100% booked (this is clearly not true) and she has "complained too much". She reminded them this is only the second time she has approached them and clearly other guests must have also made complaints which they are mistaking her for. Rude staff is never acceptable, anywhere, and particularly not towards a polite young lady who only wants to enjoy her holiday in peace.

Overall very disappointed. We shall definitely book another hotel next time we visit and urge others to...

DO NOT WASTE YOUR MONEY!!!! Worst hotel I’ve ever stayed at**

To start our trip off, we waited at reception over an hour to check in. No air conditioning so was boiling hot. They didn’t speak English so it was very difficult to communicate regarding where our rooms were etc. The receptionist rolled her eyes as she walked towards us! Super rude! Also staff who appeared to be flight attendants got to skip the whole que meaning we waited even longer.

We got checked into our room which was lovely& clean. It had hairdryer, iron, kettle etc so in that sense it couldn’t be faulted. The cleaners do a great job (when they come round) but often would not clean our room for over 4 days. Air con was awful, the room was always boiling hot and we asked reception countless times to check it and it never got sorted. So if you can’t stand sleeping in the heat, you’ll hate it!

The main bar called the “legacy room” was by far the WORST. You would wait around 40 mins to be served & staff were completely ignorant and rude. Drinks would be half filled and definitely watered down.

The pool and beach bar were ok & drinks tasted nice BUT there were countless times we were kept waiting to be served- not because they were busy with other customers but because 4-5 staff members would be stood together speaking and joking around with each other and would completely ignore you!!! Staff were always on their phones and not serving people (I have lots of photos of this!!!) . All inclusive is a waste of money, takes hours to wait for food to arrive & the buffet food is OK- but very repetitive and often stone cold. It states that there’s several restaurants but there’s only one buffet restaurant and then one other one but the food there is awful. Showers are next to useless. They work for about 2-3 mins then cut out. When they turn back on they’re stone cold!

KIDS POOL- we were there 14 days and only 2 days was the kids pool open. Luckily didn’t have children with us, however if you do this would be very unfortunate as there wouldn’t be much for them to do. They were doing so much maintenance work around the hotel and it was so dangerous. Workers were just drilling into the floors but no signs were up and there was nothing to split this area up so you’d just walk past with bits of bricks flying everywhere.

There is next to no entertainment. There is the one bar that is open and that’s it. But rarely any music, very boring and plain atmosphere. The second swim up bar was also closed the entire time we stayed.

Hygiene in the toilet area is a disgrace. There is not a single sanitary bin. The bins in the toilets are open without a lid & with not being allowed to flush toilet roll, you can only imagine the site & smell of the bins next to you. Very very unhygienic! The floor is also disgusting and always wet and slippery.

The beautiful sunbeds you see in the pics on the beach are NOT free. You will get charged 60USD to use them.

We asked reception FOUR time for champagne glasses to celebrate my dads 60th. I offered to pay and offered to come collect them. They were insistent that they would bring them up to us but never did. After asking the 4th time we gave up and drunk the champagne out of the water glasses.

Reception staff were by far the biggest downfall. They did not want to help and we’re not interested. I am disgusted that the hotel shows as 4* and that they can charge that much and offer such awful service. The hotel is 1* at MOST.

Overall, you will be very disappointed here. I feel so upset that we paid so much for my dads 60th and it was ruined by rude staff. We will definitely not stay again. On a brighter note, the pools were clean, the hotel & rooms were spacious & the location was good. You can get a €1 bus into the town and it comes literally every few mins. Some of the catering staff were amazing and super kind. But unfortunately this only accounted for about...

Me and my Fiancé went to Emporio Cancun for vacation. Lets just say this was the biggest regret of our lives. The customer service was awful and it felt like we had to fend for ourselves during our entire time there for EIGHT days. I believe most of the reviews for this resort are fake and doesn't reflect the actual experience here when you come.

The all inclusive package is a joke. There is absolutely no point of doing an all inclusive for this resort when the food and drinks are terrible. You can't even get drinks before 11 am which I find insane. Our mini fridge in our room was never stocked (even though it was promised to us with the all-inclusive package) and it was also dirty and had visible signs of mold. When we told someone about this. It took two days for them to actually come and clean the fridge. Another issue was that we got locked out of our rooms twice due to the low battery on the door lock. We had to wait 45 minutes the first time we ran into this issue and it was miserable.

The alcohol is very low quality, and its nearly impossible to get a cold beverage. For some reason everything is lukewarm and watered down. The buffet is horrendous and has very limited options. You would think since we are in Mexico that the Mexican cuisines would be delicious but its not. The rice was undercooked TWO separate times that we went and some of the food options did not complement each other.

The resort has a VERY confusing layout, there's stairs everywhere and its very difficult to find important locations. The elevators at this resort are terribly slow and are a deathtrap because they close within seconds and have no sensor if someone is still entering/exiting. All of the information that they give you is inconsistent with the actual hours. We never knew what was open and closed during our entire time there. It seems like the hours vary day by day depending on what they feel like doing during that day. Not to mention, we had to stay here during the hurricane and they did not accommodate us AT ALL. We were forced to miss our flight due to the roads flooding and the shuttle/taxi services being out of service. Due to this, we were forced to pay a FULL amount of $255 to stay an extra day. When I asked for some type of discount, the person on the phone lied to us and said the price was already discounted (which was not true, after we waited an hour at reception and was told that they could not do anything). Which implies that they lied originally about the price. When I tried to fight them on this, they couldn't even have the decency to give me an answer and give me even a percentage of a discount.

All of the pools/Jacuzzis are dirty and cold. The hot tubs don't even get hot and there was a bunch of sand on the floor which was very uncomfortable. There is hardly any umbrellas near the pools or beaches. They expect us to be in constant sun during our time at the pools. The entertainment is pretty pitiful and it felt like there were hardly any good attractions. It seems like the pool/beach is the only thing you can really do at this resort that isn't terribly boring.

Also, if you don't speak Spanish, you are at a disadvantage due to the workers accommodating to Spanish speakers first than everyone else. I understand that workers will bond with fellow Spanish speakers, however there were multiple times where we felt ignored as English speaking guests.

There are a few pros to the resort. The view from building M with the ocean front room is beautiful. Some of the housekeepers, waiters and bar tenders were really nice and professional like Carlos at the Fasano restaurant. But unfortunately, the overwhelming amount of disappointment makes this the worst trip that we've taken and we have been to 7+ all-inclusive resorts. If you're a person who prioritizes luxury and being catered to, this is not the place for you. They treat you like you're an...