Emerald Maldives Resort and Spa

We have just returned home after a wonderful 10 day holiday at Emerald Resort and spa for our family of 4 (2 adults, 2 teens). We decided on Emerald after extensive research and I’m really glad we did. The resort is absolutely beautiful and despite being at 100% capacity it never felt busy - we booked 5 nights in a 2 bedroom beach villa followed by 5 nights in the presidential water villa and both of these surpassed our expectations. We were slightly nervous about the weather but I think luck was on our side and we only saw rain for perhaps 1.5 days out of the 10 . Food was absolutely great at all restaurants but for us the stand out was the service, from Sid, our amazing villa host for whom nothing was too much trouble to all the fabulous staff across the restaurants, housekeeping and maintenance teams (calling out a couple of the restaurant team: thank you to Eyman for the chats, Shahid for being super diligent and Shaihan for remembering our daughter liked chocolate sauce!). Other highlights include;

• we booked a private 3hr boat trip through the dive centre which was brilliant and if you are a family wanting to see a few different things I would recommend doing instead of multiple group trips. We went out with Adam and Nappe who were brilliant and saw Mantas, turtles , amazing coral reef and they even managed to make a detour to see a huge pod of dolphins!
• the Spa was absolutely lovely, a real peaceful oasis and I would totally recommend
• the cinema under the stars was a really lovely experience (thank you to KD and team who ensured that it was as I had envisaged!)

Emerald Maldives is a beautiful resort with real potential, but our stay was let down by inconsistent service and several serious operational issues. In my view, the experience did not reflect the resort’s -star Deluxe positioning or the level of consistency expected from a luxury property. There were some genuinely positive people and services. Wisham made a real effort to help us and resolve problems throughout our stay. Antony, the tennis coach, was positive and service-oriented, and Brij from the spa also made an effort. The children’s club was a good feature, and the staff at the Aqua restaurant were friendly and attentive. Aqua was the most reliable place to eat, and the beach restaurant was also acceptable. However, the main problems were significant. Before arrival, we repeatedly requested a quiet and safe villa because we were travelling with two children, including a five-year-old. We were initially placed close to aircraft traffic and near a steep drop, which raised concerns about both early-morning noise and safety. We were later moved to a cheaper villa category, even though we had originally booked and paid for a more expensive option. This was not an acceptable solution to a requirement that had been communicated in advance. The evening à la carte restaurants did not provide the quality or service we expected. Tuna was served heavily overcooked, with the outside almost burnt, on more than one occasion. We also experienced long waiting times and another meat dish that was burnt and impossible to eat. The sushi at the Asian restaurant was particularly disappointing. In practice, Aqua was the only restaurant where we felt we could eat reliably. The sports programme was poorly organised. A trainer did not appear for a scheduled session on the th. On the th, the running session did not take place as a coached activity; I was simply told to run by myself. On another occasion, a tennis court and trainer were both occupied despite our booking. We waited approximately minutes, started only because I stayed and insisted on a solution, and then had to finish early when other guests arrived for their booking. The price was approximately EUR per hour, so this level of organisation and service was unacceptable. There were also concerns about safety. During our observations, most common pools appeared to operate without a visible lifeguard or staff member actively monitoring the water, despite children using the facilities. The gym also had no visible duty trainer while guests were using heavy free weights and kettlebells, and children could enter the area. Some guests exercised barefoot or in flip-flops, sand was present on the floor, and the applicable safety rules were not clear. Housekeeping was another weakness. Cleaning sometimes required reminders, dirt remained in corners, a rust-related issue in the bathroom was not dealt with promptly, and basic items such as cotton pads and cotton buds were not replenished. There was also a strong paint- or chemical-like smell from recently treated wooden surfaces, which repeatedly caused me to sneeze when passing the area. The spa was very average overall. Some treatments felt inattentive and lacked the professionalism and experience expected at this level. Yoga and other morning activities were also unevenly prepared, and access to a yoga class was initially refused because there were supposedly no places, although spa employees were attending. This resort has excellent potential, a beautiful setting and some very good employees. Nevertheless, management needs to improve the consistency of service, food quality, housekeeping, sports organisation and safety controls before the property can reliably deliver the luxury experience it promises

A wonderful experience with an impeccable team; Sid was perfect—I even forgot a power bank, and he sent it to another hotel for me! Perfect in every detail! Quartos grandes, limpos, muito organizado tudo! Atividades pra fazer e comida maravilhosa em todos os restaurantes.