Reviews of Marival Emotions Resort & Suites Riviera Nayarit by Mercure This rating is a reflection of how the property compares to the industry standard when it comes to price, facilities and services available. It's based on a self-evaluation by the property. Use this rating to help choose your stay!
Boulevard Nuevo Vallarta y Paseo Cocoteros S/N, 63732 Nuevo Vallarta, Mexico
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Reviewed: March 12, 2025 · Stayed in March 2025
Verified reviewProperty was clean and staff polite
Need more staff
Dear Laura, Thank you for your feedback. We are pleased to hear that you found the property clean and our staff welcoming. We appreciate your comments regarding reservations , which will be taken into consideration for future improvements. Best regards, Daphne Fernández GERENTE GENERAL Marival Emotions Resort & Suites Riviera Nayarit by Mercure
Dear Laura, Thank you for your feedback. We are pleased to hear that you found the property clean and our staff welcoming. We appreciate your comments regarding reservations , which will be taken into consideration for future improvements.… Show more
Reviewed: February 24, 2025 · Stayed in February 2025
Verified reviewReviewed: February 21, 2025 · Stayed in February 2025
Verified reviewGorgeous beach, wide variety of food
A window of wasn’t closing properly and it was noisy some nights. Mattress was a bit too soft (for my preference).
Dear Cristina, Thank you for your kind feedback. We are delighted to hear you enjoyed our beach and dining options. We appreciate your comments regarding the window and mattress, and we will certainly take them into consideration for ongoing improvements. Best regards, Daphne Fernández G. General Manager. Marival Emotions Resort & Suites Riviera Nayarit by Mercure.
Dear Cristina, Thank you for your kind feedback. We are delighted to hear you enjoyed our beach and dining options. We appreciate your comments regarding the window and mattress, and we will certainly take them into consideration for ongoi… Show more
Reviewed: February 5, 2025 · Stayed in January 2025
Verified reviewBeach. Coffee close to the rooms
Bad smell when we ran water in the bathroom sick
Dear Linda, Thank you for your feedback. We are delighted that you and your family enjoyed the beach and the convenience of coffee near your room. We sincerely apologize for the unpleasant odor experienced in the bathroom and appreciate you bringing this to our attention. Best regards, Daphne Fernández G. General Manager. Marival Emotions Resort & Suites Riviera Nayarit by Mercure
Dear Linda, Thank you for your feedback. We are delighted that you and your family enjoyed the beach and the convenience of coffee near your room. We sincerely apologize for the unpleasant odor experienced in the bathroom and appreciate yo… Show more
Reviewed: February 3, 2025 · Stayed in February 2025
Verified reviewThere were many things we liked, but overall what is needed is communication about the amenities and programs of the resort. You are not provided with any information. Food was relatively good, though often not very hot. Great selection of pools. Fabulous Mexican night and good entertainment shows and staff. Drinks were ok. It’s a beautiful property with a loyalty club who get major preferential treatment over all other resort members leaving some services feeling like you were second class
The beds are hard and there is no privacy in the bathroom as it has no door. The specialty restaurants reservation system doesn’t work. Getting reservations requires getting up early, lining up for long periods with very few options suitable for dining with children. And yet, the restaurants were often half empty at 6:30 and 7. Not a good system when you travel with family. Furthermore there aren’t 5 restaurants as advertised, there are three that change their menus on different evenings. Some of the kids club facilities really need addressing too. The activities are limited , the mini golf course is in terrible shape, the arcade is virtually impossible to set and start independently. The ping pong tables are outdoors where you are constantly chasing stray balls requiring you to go to the middle of an outer patio, down some stairs and run around on the property to retrieve. All in all, the kids facilities should not be taken seriously.
Dear Karin, Thank you for sharing your feedback regarding your recent stay at Marival Emotions Resort & Suites. We are pleased to hear you enjoyed our food options, pools, and entertainment. We sincerely apologize for the aspects of your experience that fell short of expectations. Your comments about communication regarding our amenities and programs are noted, as we strive to provide clear and accessible information to all our guests. We appreciate your observations regarding the temperature of the food and the reservation system for specialty restaurants, and we understand how important convenience is for families. We recognize the need for improvement in our kids' facilities and activities, and your feedback regarding the mini golf and arcade will be considered as we evaluate our offerings. Our goal is to provide a welcoming environment for all guests, and we regret that you felt otherwise. Thank you once again for your insights, and we hope to welcome you back in the future for a more enjoyable experience. Best regards, Daphne Fernández G Marival Emotions Resort & Suites Riviera Nayarit by Mercure
Dear Karin, Thank you for sharing your feedback regarding your recent stay at Marival Emotions Resort & Suites. We are pleased to hear you enjoyed our food options, pools, and entertainment. We sincerely apologize for the aspects of y… Show more
Reviewed: February 3, 2025 · Stayed in February 2025
Verified reviewReviewed: November 18, 2024 · Stayed in November 2024
Verified reviewReviewed: November 11, 2024 · Stayed in November 2024
Verified reviewFood options were limited due to renovations and poor reservation system for specialty restaurants
Dear Jose, Thank you for your feedback regarding your recent stay. We apologize for any inconvenience caused by our limited food options and reservation system during the renovations. Your comments are valuable as we strive to improve our services. Best regards, Daphne Fernández G. General Manager. Marival Emotions Resort & Suites Riviera Nayarit by Mercure
Dear Jose, Thank you for your feedback regarding your recent stay. We apologize for any inconvenience caused by our limited food options and reservation system during the renovations. Your comments are valuable as we strive to improve our … Show more
Reviewed: August 21, 2024 · Stayed in August 2024
Verified reviewEverything was amazing staff were very friendly, entertainers were amazing super friendly we loved them. Food was delicious
Dear Julia, Thank you for your wonderful feedback! We are thrilled to hear that you enjoyed our beautiful resort, friendly staff, and delicious food. Your kind words mean a lot to us and inspire our team to continue delivering excellent service. Warm regards, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear Julia, Thank you for your wonderful feedback! We are thrilled to hear that you enjoyed our beautiful resort, friendly staff, and delicious food. Your kind words mean a lot to us and inspire our team to continue delivering excellent se… Show more
Reviewed: June 14, 2024 · Stayed in June 2024
Verified reviewthe property is very beautiful. the rooms were very nice, clean and comfortable. the various pools made the trip convenient for the family to be comfortable. the beach access with the showers were great.
the customer service was the worst i have experienced at any resort or hotel i have been to. little/no communication among the staff. it was difficult to get clear information. for example, we attempted to make dinner reservations at a restaurant for our family and we were told we could not. no explanation, no information given. eventually, we learned only 1 reservation per party during the stay - this is not a practice at other resorts & could have easily been explained at check-in. at the bar, my husband ordered non-alcoholic beverages, and the bartenders refused to prepare it for him. one bartender told him they don't make "children's drinks for adults here," and gave other unnecessary snide responses. those were minor things, however. the biggest issue was the leak in our room. The leak was not apparent when we initially checked-in. around 2 AM, we were awakened by the leaking. I called the front desk at 530 AM when we couldn't sleep anymore. maintenance came over, inspected, placed a trash can under the leak and towels on the floor. when he left, he said that was all that could be done. I went to the front desk again to around 9 AM - they had NO information about my room, and NO solutions. we spent the large part of the day trying to get the issue resolved, until 4 PM. we were given contradicting information from concierge & reception. we were told we would be moved, so we packed. we were then told there was nothing that could be done, & "it was just a little leak." then, threatened to start to start repairs during our stay. the whole day was wasted. the family could not use the amenities on the property due to the lack of problem solving. i have videos & photos to share. i stayed at the resort because my child was a proud performer a featured dance festival there. i was very excited about this, so I invited a party 10, spending over $8K on this trip. Carol, reception supervisor, was the only saving...
Dear Marcelle, Thank you for taking the time to share your feedback regarding your recent stay at Marival Emotions Resort & Suites. We are genuinely sorry to hear that your experience did not meet your expectations, especially considering the special occasion of your child's performance. While we are pleased to know that you enjoyed the beauty of our property and the comfort of your accommodations, we sincerely apologize for the shortcomings you encountered with our customer service. Clear communication is a priority for us, and we regret that you faced difficulties with dinner reservations and beverage orders. We will take your comments into account to enhance our staff training and service delivery. Regarding the leak in your room, we understand how distressing this must have been. Your experience does not reflect our usual standards, and we are sorry for the inconvenience caused. We appreciate your patience during this situation, and we will review our response protocols to ensure better handling of such issues in the future. We hope to have the opportunity to welcome you back for a more enjoyable experience. Sincerely, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear Marcelle, Thank you for taking the time to share your feedback regarding your recent stay at Marival Emotions Resort & Suites. We are genuinely sorry to hear that your experience did not meet your expectations, especially consider… Show more
Reviewed: June 12, 2024 · Stayed in June 2024
Verified reviewLocation
They offer several restaurants, but never told you that you only have access to two of them. The rest are for other level partners.
Dear Israel, Thank you for your feedback regarding your recent stay. We regret any misunderstanding about restaurant access and appreciate your comments, which help us improve our communication regarding our dining options. Sincerely, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear Israel, Thank you for your feedback regarding your recent stay. We regret any misunderstanding about restaurant access and appreciate your comments, which help us improve our communication regarding our dining options. Sincerely, Da… Show more
Reviewed: April 29, 2024 · Stayed in February 2024
Verified reviewReviewed: March 29, 2024 · Stayed in March 2024
Verified reviewReviewed: March 13, 2024 · Stayed in March 2024
Verified reviewLunch had a good salad bar
couldn't get reservations for their restaurants, which were only 1/2 full, and couldn't make tennis reservations. The concierge was not helpful, and kept telling us to go somewhere else to make reservations.
Dear Beverly, Thank you for your feedback. I sincerely apologize for the inconveniences you experienced with reservations and concierge services. Your comments regarding our restaurant availability and assistance will be reviewed for improvement. We appreciate your understanding and hope to provide a better experience in the future. Best regards, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear Beverly, Thank you for your feedback. I sincerely apologize for the inconveniences you experienced with reservations and concierge services. Your comments regarding our restaurant availability and assistance will be reviewed for impro… Show more
Reviewed: March 11, 2024 · Stayed in February 2024
Verified reviewRooms were clean and staff were friendly and helpful.
Food was not great. Didn’t like the various clubs that you could pay for to get variety in good selection. Had a super soft bed which wasn’t good and it took a few days to sort that out. Noisy kid area with music blaring.
Dear Brenda, Thank you for sharing your thoughts about your recent stay. We are pleased to hear that you found our rooms clean and our staff helpful. However, we regret to learn that the food variety did not meet your expectations and that the bed comfort caused you some inconvenience. Additionally, we understand the noise from the kid area can be disruptive. Your feedback is valuable in helping us enhance our guest experience. Sincerely, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear Brenda, Thank you for sharing your thoughts about your recent stay. We are pleased to hear that you found our rooms clean and our staff helpful. However, we regret to learn that the food variety did not meet your expectations and that… Show more
Reviewed: March 1, 2024 · Stayed in February 2024
Verified reviewChecking in was an issue. Not assigned the room that I booked. Then they said if o wanted another room I would need to go to a timeshare presentation. So we did the next morning and then they wanted to charge me $120 for the move to other room after I spent 3 hours of my morning at the presentation with no breakfast. After many conversations they waived the fee. I finally was in the room that I originally booked
Specialty restaurants. The Italian was the best. M&M bar to watch sunsets
Dear Cheryl, Thank you for sharing your experience with us. We sincerely apologize for the complications you faced during your check-in process and the room assignment. It is our goal to ensure that each guest receives the room they have booked without unnecessary delays or conditions. We appreciate your understanding regarding the vacation club presentation, as it is not our intention to cause inconvenience. We are pleased to hear that you enjoyed our specialty restaurants and the M&M bar for sunset views. Your feedback is invaluable, and we will use it to improve our services for future guests. Thank you for your understanding, and we hope you might consider giving us another chance in the future. Sincerely, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear Cheryl, Thank you for sharing your experience with us. We sincerely apologize for the complications you faced during your check-in process and the room assignment. It is our goal to ensure that each guest receives the room they have b… Show more
Reviewed: February 22, 2024 · Stayed in February 2024
Verified reviewAdult pool was warm but busy. Chairs were always full
Could not get reservations for ala carts. Food was not the greatest. Chairs were few and far between.
Dear Dana, Thank you for sharing your feedback regarding your recent stay. We regret to hear that your experience did not meet your expectations, particularly concerning the availability of pool chairs and restaurant reservations. Your comments are important to us, and we will consider them as we strive to enhance our guest experience. Sincerely, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear Dana, Thank you for sharing your feedback regarding your recent stay. We regret to hear that your experience did not meet your expectations, particularly concerning the availability of pool chairs and restaurant reservations. Your com… Show more
Reviewed: February 20, 2024 · Stayed in February 2024
Verified reviewI did like the setting, on the beach, palm trees. I liked the adults pool. Most of the staff were very friendly but I was not impressed with the front desk/reception staff.
The food was not very good. We could not get reservations at the restaurants, despite it advertising them, until 3 days into our trip at not until 9pm. 4 of the 6 people in our group got food poisoning. The music at the main pool was WAY too loud, couldn’t even sit out there. Too crowded.
Dear Ellen, Thank you for sharing your feedback regarding your recent stay. We are pleased to hear that you appreciated the beautiful beach setting and the adults-only pool. However, we sincerely apologize for the inconveniences you experienced with our front desk team and the dining options during your visit. We take food safety very seriously and are concerned to hear about your group's experience. Additionally, we will review the music volume at the main pool to enhance our guests' comfort. Your comments are invaluable in helping us improve our services. Sincerely, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear Ellen, Thank you for sharing your feedback regarding your recent stay. We are pleased to hear that you appreciated the beautiful beach setting and the adults-only pool. However, we sincerely apologize for the inconveniences you experi… Show more
Reviewed: February 15, 2024 · Stayed in February 2024
Verified reviewBreakfast was great; staff were great; room cleaning was great; dining room meals were good. The fiesta night was very good.
The exceptionally loud 'boom boom' music at the kids pool was excessive - not a good experience. The dining room experiences was good, but not like a cruise ship - which was my expectation. The Super Bowl party on the beach was ok; I expected a larger screen and the guy screaming into microphone was excessive. We went to the room after the first half.
Dear David, Thank you for sharing your feedback regarding your recent stay with us. We are pleased to hear that you enjoyed our breakfast, the attentiveness of our staff, and the quality of our dining options. However, we regret that the presence of timeshare representatives and the volume of music at the kids' pool detracted from your experience. We understand how important a serene environment is for our guests, and your comments regarding the loud music have been duly noted. We also appreciate your input about the Super Bowl party, as we strive to enhance our events based on guest expectations. Your experience is important to us, and we will use your feedback to improve our services. Sincerely, Daphne Fernández G GERENTE GENERAL | GENERAL MANAGER MARIVAL EMOTIONS RESORT & SUITES BY MERCURE
Dear David, Thank you for sharing your feedback regarding your recent stay with us. We are pleased to hear that you enjoyed our breakfast, the attentiveness of our staff, and the quality of our dining options. However, we regret that the p… Show more
Reviewed: February 13, 2024 · Stayed in December 2023
Verified reviewLocation was great. Facilities were good. Lots to like about this resort except the food and the challenge in getting reservations at the restaurants. It was super crowded.
Food was not the greatest. We have stayed at over 15 different resorts in Mexico and the food here was very average. The Italian a la carte was decent but we had a lot of difficulty actually getting 1 reservation.
Dear Hamilton, Thank you for sharing your feedback and for highlighting the positive aspects of your stay at Marival Emotions, such as our location and facilities. We would like to take this opportunity to inform you that only our Italian restaurant operates with a reservation system, subject to availability. Our other dining venues, La Paloma and La Pérgola, follow a first-come, first-served policy. We regret that the culinary experience did not meet your expectations, and we sincerely appreciate your comments, as they are valuable in helping us enhance the quality of our services. Kind Regards Daphne Fernandez General Manager Marival Emotions Resort & Suites By Mercure
Dear Hamilton, Thank you for sharing your feedback and for highlighting the positive aspects of your stay at Marival Emotions, such as our location and facilities. We would like to take this opportunity to inform you that only our Italia… Show more
Reviewed: February 3, 2024 · Stayed in February 2024
Verified reviewThe food at breakfast buffet was luke warm at best-the only hot items were if you had an omelet or eggs cooked-the location of the bread and toaster seemed way off, not near the "hot " choices-fresh fruit and yogurt were nice--the al a cartes were very good but was a challenge to book these since there are only 3 to choose from and they were not all open every night
again, the food at the buffet, breakfast and dinner was luke warm--italian night at the buffet was an embarrassment, with little choice--the salad bar was the saviour
Reviewed: January 30, 2024 · Stayed in January 2024
Verified reviewAmenities food kids activities
Dear Sheryl, Thank you for taking the time to share your experience with us. We are delighted to know that you enjoyed our services, dining options, and the activities available for children. At Marival Emotions, we strive every day to provide complete and memorable experiences for the whole family. We look forward to welcoming you back in the near future. Sincerely, Daphne Fernandez General Manager Marival Emotions Resort & Suites By Mercure
Dear Sheryl, Thank you for taking the time to share your experience with us. We are delighted to know that you enjoyed our services, dining options, and the activities available for children. At Marival Emotions, we strive every day to pro… Show more
Reviewed: January 9, 2024 · Stayed in December 2023
Verified reviewLovely hotel. We had a nice stay. The rooms were good and the pool was great. Right on the beach.
The check-in process. Website says check-in not until 3pm. We got there at 3.10pm and they said our room would not be ready until 4.30pm. Also, at check in they try and force you to buy into the hotel chain membership saying you cant use some of the amenities at the hotel unless you are a member. Luckily for us, a person told us about this so we said we were not interested and then the guy trying to upsell us turned a little rude. They only accept USD or MXN which is fine but we were paying in CAD and they were trying to charge us the same price it was in CAD but in USD and not do any conversion. And finally, they undercharged us so on our second night at 10.30pm we got a phone call to our room saying we needed to come down to reception and pay the difference. We did that and they guy said for our troubles he would upgrade us to an ocean view room. We accepted but said if it was okay we didn't want to move until the next day. When we went down the next morning to get the key there was no record of us getting the room upgrade and if we wanted it we had to pay, check out by 11 and wait until 3pm (or maybe 4.30) until the room was ready. Overall a nice place to stay but the check in and front desk was terrible.
Reviewed: November 26, 2023 · Stayed in November 2023
Verified reviewReviewed: November 26, 2023 · Stayed in November 2023
Verified reviewFood was ok at the buffet and the swimming pools were decent minus the slippery concrete where I saw 3 people slide and hurt themselves. Cleaning staff did an ok job as well and the bartenders were very nice
First off they tried to double charge the rooms on my parents credit card because they failed to communicate with another member of the staff that had already taken our payment. The front desk clerk was named Carolina Herrera and she was extremely rude to my mom and IMO has no business being in the hospitality industry! Secondly, my room key reset itself twice so I had to walk down and reset the keys and another time ask the cleaning staff to let me in my room which was a huge ordeal since I had my 2 year old who I was lugging with me up and down the stairs and back and forth to the front desk! Thirdly, the WiFi password expired during my stay which was fully booked and paid so there's no reason it should reset itself. Had to call front desk and they had to try numerous times to get me a new password. Fourthly, my parents are both senior citizens and the front desk was unwilling to give them a room that had access to elevators which were on the newer side of the resort. I guess they thought it would be more convenient for my parents to be put on the 3rd floor of the older side of the resort where they had to walk down 3 flights of stairs multiple times per day! Lastly, the cleaning ladies must've thought it would be funny for us to have soaking wet sheets on my bed underneath the comforter on one of the nights which I had to end up stripping off all the sheets and comforter and slept on the bare mattress. I have never been so disappointed with a hotel stay in my life. Surprised that this hotel actually is rated at 4 stars! I've stayed at 3 star hotels that offer better service and accommodations than this subpar hotel! I think my whole family would've been better off staying at a more simple and convenient holiday inn express!