Guests at the Now Sapphire Riviera Cancún in Mexico have commented that they suffered the symptoms of a gastric illness in reviews of their stay in June and May, with one holidaymaker saying that they were unable to leave their room during the acute stage of their illness.

The Now Sapphire Riviera Cancún in Mexico

Located in the popular Riviera Maya region of Mexico, the Now Sapphire Riviera Cancún is advertised by Thomas Cook on an all-inclusive basis to British holidaymakers. Including a range of facilities, the Mexican hotel is an attractive proposition, but recently reviewers have commented that they suffered a holiday illness during their stay.

Reviewers comment on severe diarrhoea and other gastric illness symptoms

The Now Sapphire Riviera Cancún has received predominantly positive reviews from holidaymakers who have heaped praise on the resort in their reviews on TripAdvisor, however, the following reviewers say that they experienced the debilitating symptoms of a gastric illness.


Southampton holidaymaker ‘Carrie T’ stayed at the Now Sapphire Riviera Cancún this June and in her review titled “Lovely hotel, just a shame about the food poisoning!“, she says that “a few days into the holiday [her and her] partner were both very unwell“.

She explains that they “spent 2 days in bed” and “spoke to a few [other] people who were also very unwell“. She says that they had to be “careful the [rest of the] holiday and stayed clear of the meat“, and although they “attempted to go to the doctors“, they say that “there was a sign on the door [that said] ‘doctors not included in all inclusive’“.


‘tylerosia2014’ was also a guest this June, and in her review titled “Illness, Excuses, and Harassment“, she says that this was their “third stay at this resort“, but “on the third morning of [their] stay, [her] father woke with severe [diarrhoea]“.

She says that “at first [she] thought [that] it was the typical Mexico or [Travellers] sickness“, but his condition progressed and resulted in him having to spend “all day […] in bed“, and “by [the] evening, he couldn’t even move in bed without having an accident, and he had fever, chills, and sweats“.

She continues to explain that at “about 11:00 that night” she began to suffer the same symptoms and had to spend “a day and a half in bed with the absolute worst sickness [she has] ever had“. She goes on to say that “the pains and muscle cramps were bad enough, but the [diarrhoea] and fever were unimaginable“, elaborating that her “husband had to change the towels [that she] laid on every couple hours because they were soaked in sweat“.

Compensation claim for holiday family illness

‘tylerosia2014’ goes on to say that even though her “fever broke, [she] spent the remainder of our trip either close to the toilet or running to one“, and her “father didn’t [fare] well” either. She says that “he saw the doctor on Thursday, and the doctor suspected [that he was suffering from] food poisoning“, and “by Friday, he was so weak he could barely walk to the bathroom by himself“. She explains that her “father is a retired construction worker” and “an army veteran“, essentially “a man’s man“, and that seeing him so poorly was “the hardest thing [she’s] ever been through“.

She says that other members of her family were affected, including her “stepsons, nephew, sister and brother in law“, commenting that “they started vomiting and developed [diarrhoea] to various severities“. She goes so far as to say that there was only “one point [that] only four out of [their] group weren’t sick“, and she felt bad for her children who were “embarrassed to go to the beach because they might have an accident“.

She continues to say that she “filed an incident report” and it was “let […] slip that there were many people sick within the resort“, and that “almost half of the people whom [they] spoke with were either sick or had someone in their group sick“.

She also says that on the “Thursday night, [her] mother watched a group of workers [carried out a] mass [disinfection of] the beach bar after dark” and by the “Friday, [they] were certain that something was going on“. She comments that “the first excuse the hotel gave was that [they] became sick [because of the] excursions“, but her “sister told them that [she] had never left the resort, and [she] was one of the sickest“.

She comments that they “claimed [that their condition was caused by] drinking too much“, but she says that it’s unlikely that this would have affected her “four-year-old nephew“. She also says that her “best friend and her husband who went on excursions almost every day” didn’t get sick. She also says that they “tried to convince [her parents] to sign a disclaimer in exchange for two free nights“.

She concludes her review by saying that her “mother was in tears” and their “family vacation was ruined“.


Kent holidaymaker ‘WesK’ wrote a review of his stay in May titled “Very good hotel spoiled by not-good-enough food (IMHO) – take Imodium!” in which he is very praising of the Mexican hotel, but also says that “no matter what time of day you used them, the toilets near the pools (and some of the others) almost always had soaking wet floors with pools of water“, and “often had no soap or hand towels“.

He also says that while “food is very much a personal choice“, he feels “that it was the worst [that they have] ever encountered in [their] 8 or so trips to Cancun/Mexican Riviera“, and that he “got a “gippy” stomach for two days and couldn’t eat anything“. He comments that “almost all of the people [that they spoke] to had had a similar problem [while they were] there“.


Claim for holiday illness compensation

If you’ve suffered symptoms such as profuse diarrhoea, abdominal pains or a fever on an all-inclusive package holiday, then under The Package Travel Regulations 1992 you could be entitled to compensation.

Our travel law specialists can provide you with a free no-obligation consultation, during which we can advise you of how much compensation you may be able to claim, and what the best way to pursue your case would be. If we represent you, we can provide you with ‘no win no fee‘ terms.

Andrew Tarling – Holiday Compensation Claims Manager

Get in touch

If you want to find out more about claiming for illness at the Now Sapphire Riviera Cancún in Mexico; contact Andrew Tarling by completing our enquiry form, call us on 0808 145 1353 or visit our On Holiday Claims website.