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“Not what I expected from a Dreams”

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Dreams Puerto Aventuras Resort & Spa
Ranked #10 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
Providence, Rhode Island
Level 4 Contributor
27 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
“Not what I expected from a Dreams”
Reviewed 31 January 2014

Extremely far from the hotel and shuttle had barely any AC which made it very uncomfortable. When we arrived our rooms were not ready but it was before check in. There were 5 rooms all together so they processed all our paperwork and sent us to lunch to wait for actual keys. We reconfirmed before leaving that we all had the king beds we requested and they said yes that was all set. When we went back after lunch, the rooms were all ready so we grabbed our keys and went. First problem was that 4 out of 5 rooms were together and 1 was on the other side of the hotel. Second issue, all but one room had double beds, were on the 1st floor, and rooms were incredibly musty. Safes didn't work and doors didn't lock properly. We all immediately went back to check in and were told that there were no rooms available for us to switch out to. Meanwhile the group next to us is checking in and being told they received free upgrades to king bed ocean view rooms, the ones our group had actually paid for I assume. This left a really bad impression, manager came and agreed to move us all the next day...total inconvenience but better than nothing. We had to repack and leave our luggage to be moved and after lunch we had new rooms, again spread across the resort and not the right view, but they were king bed rooms that didn't smell.
We also had issues with the restaurants. Not every restaurant is open every night so we tried to plan our dinners around their schedule. They changed that schedule on a whim everyday and we ended up missing dinner in one of the better restaurants. Also they don't take reservations so we had to wait a lot with a big party.
Pros: never had issues with chairs by the pool or beach, snorkeling at the property, swing bar was great, pool bar and smoothie bar staff were amazing and attentive! Waiter even brought us food and drinks right into the surf while we were hanging out in the water.

I just expected more from a Dreams property and felt it was a little subpar for desk service, restaurants, and quality of rooms.

Room Tip: Don't let them put you on the 1st floor, it was the most outdated
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  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank andrea1077
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
E-Concierge-DreamsPA, Social Media Coordinator at Dreams Puerto Aventuras Resort & Spa, responded to this review, 1 February 2014
Dear andrea1077,

Thank you for taking the time to share your feedback with us following your stay last year at our resort. We apologize that our facilities did not meet with your full approval. We would like to kindly remind you that all room location and bedding requests are subject to availability and therefore cannot be guaranteed. We do feel it necessary to point out that no guests who have reserved Ocean view rooms would be placed on the first floor of our property.

We are sorry if you were not informed of our daily newsletter or if it was not made readily available to you as this details which restaurants are open on a daily basis precisely to avoid the bad impressions mentioned within your review.

We appreciate the kind comments made regarding the staff that attended you during your stay.

We hope to have the chance to welcome you back in the future where we are confident that we will surpass your expectations in every aspect.

Sincerely,

Rebecca Tunstall
E-Concierge & Social Media Coordinator
econcierge.drepa@dreamsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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English first
Vancouver, Canada
Level 3 Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 31 January 2014

Myself and a group of friends were at this resort for a wedding and all in all we had a great time. The resort is old and run down - the halls seem to echo loudly on every floor but I highly recommend not staying on the main floor (Level 2) if your room is anywhere near the lobby. You will hear every person coming back home at 4am as the door slams behind them and you will hear every child excited to run to the pool at 6am. The rooms are comfortable but there is hardly any lighting and the TV screens are ridiculously small 26". The servicing of our room was really good though, and so was the turn down service. Who ever did room 233 from Jan 15 - Jan 23 was amazing! I noticed that a lot of my friends complained about the servicing of their room saying it was inconsistent - but I had no problems. The room service was good, but the food was terrible at times - it really is hit or miss. The restaurants at the resort are fairly good, Portofino is by far the best restaurant - high end Italian style food that has a variety or everything. Service is amazing - I recommend Roberto if you can get him. The rest of the restaurants are good. The buffet is terrible - very little selection and the repeat of food is regular. The pools are nice - 1 adult pool which always has freezing cold water and a hot tub that never gets hot. The family pool is where its at, heated and with a great swim up bar. The beach is nice, white sand and a bit rocky when you get into the water. They do serve lunch every day on the beach and the food is really good. The service here is great, Willy by the poolside always made sure our drinks were never empty and would bring us snacks as well. The server Manuel who did the buffet and outdoor grill area was always on point. Noe also an amazing server around the poolside area always recognized us and without us ordering anything would bring my boyfriend and I a pina colda to start the day off whenever he saw us. The front desk staff are friendly but they need more help during check in and check outs - it got incredibly busy. The actual wedding was amazing - we had the ceremony in the outdoor gazebo. The breakout was at the Baracuda Bar with great service again and the reception at El Patio with good food and great service. The Party continued at Desire (the club/lounge at the hotel) which was a lot of fun and we were well taken care of by Jose there. Everyone had a great time! The type of traveler going to this particular resort are for those getting married, families and seniors who come every year. It's a much smaller resort 300 rooms vs. 13000 rooms (which was something my boyfriend and I were used to) but it made it very easy to go to every restaurant and pool which in the end we really liked.
thank you again for the stay!

Room Tip: If you can, avoid getting any room on the main level (Level 2) or around the Lobby. The halls do ech...
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  • Stayed January 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Thespena K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
E-Concierge-DreamsPA, Social Media Coordinator at Dreams Puerto Aventuras Resort & Spa, responded to this review, 1 February 2014
Dear Thespena K,

First and foremost, we would like to thank you for taking the time to share your review with us and the Tripadvisor community following yout recent stay at our property. It was an honor to have hosted such a special occasion and we are delighted you were able to join us for the big day.

We apologize for not having exceeded your expectations in every aspect of your stay here with us. Please rest assured that your comments have been shared with the pertinent departments in order to be addressed and where possible improved. All of your feedback will be shared with our operations team, especially with the staff members you so kindly took the time to mention. They will be particularly pleased to know that they were able to assist you during your time here with us.

We truly hope to have the pleasure of welcoming you back in the near future where we are confident that we will surpass your expectations.

Rebecca Tunstall
E-Concierge & Social Media Coordinator
econcierge.drepa@dreamsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto, Canada
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 30 January 2014

My family (2 adults and two kids ages 5 & 8) experienced 10 amazing days at Dreams PA (Jan. 8 - 18)! We had a great room on the 6th floor over looking the dolphin area. We enjoyed watching the dolphins from our balcony and could get up close and visit with them any day at 12:45. The resort was well kept and clean, the food was fantastic (tons of choice and excellent quality), and the staff was always welcoming, friendly, courteous and helpful. Several staff truly deserve recognition for their excellent customer service, professionalism & hard work. Silvia welcomed our family at breakfast time with a warm smile in the World Cafe everyday. Waiters Franceso, Mario & Manuel were so attentive & professional. Noe, Willy & Gary took great care of us at the beach & poolside ensuring we always had an ice cold drink in hand. The amazing ladies at the kids Explorers Club were incredible! Anahi, Ceidi, Gabriela, Cristal & Karina were so fun, engaging and nurturing. Our kids loved the time spent at the club. They made sandcastles, participated in mini-olympics & arts and crafts, played games and made cookies by the pool, watched movies at the beach. My husband & I felt completely at ease that our kids were in great hands. The beach was perfect for us. The cove was calm, warm, shallow, clear & turquoise. Our kids were always within view. Our vacation was funfilled & relaxing. We would love to go back & would definitely recommend it to friends!

Room Tip: Higher floor for better views and more quiet.
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  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Cindy B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
E-Concierge-DreamsPA, Social Media Coordinator at Dreams Puerto Aventuras Resort & Spa, responded to this review, 31 January 2014
Dear Cindy,

We truly appreciate you taking the time to share such wonderful comments fulling your recent stay with us here at Dreams Puerto Aventuras. Please rest assured that your feedback will be shared with our entire team, especially with those staff members that you so kindly took the time to mention.

It was a pleasure to have had you and your family here with us and we hope to have the honor of welcoming you all back in the near future.

Kindest Regards,

Rebecca Tunstall
E-Concierge & Social Media Coordinator
econcierge.drepa@dreamsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Calgary
Level 2 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 28 January 2014

We have stayed at this resort 8 times and can't say enough good things about it. In our experience we have found that if there is a problem with anything, the best way to get it fixed is to bring it to the concierges attention right away and not wait until you get home. Yes there are little things that can go wrong but usually are easy fixes. You can't blame the hotel for humidity.
The location of the hotel is great, been that it is not too big, everything you want is within a short walk. If children bother you, go to the adult side, most times it is fairly quiet. If you like to shop, the marina is very close.
The rooms we find are great. The bed is so comfortable, wish I had one like that at home. Have never had a problem with housekeeping.
As for the food, we always find the food satisfactory and at some of the restaurants, the dinners are excellent. Always liked the idea that you don't need reservations.
The on-site dolphin discovery is a real good addition as it saves walking to the marina. There always is something going on with the entertainment people and they try to get everyone involved in the activities.
The people working at this resort go out of their way to make sure your visit is pleasant. We have gotten to know a lot of them and when we return it is like going home.

Room Tip: Rooms on the marina side usually are quieter.
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  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Joyce F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
E-Concierge-DreamsPA, Social Media Coordinator at Dreams Puerto Aventuras Resort & Spa, responded to this review, 31 January 2014
Dear Joyce,

It is always an honor for us to welcome you back here to your home away from home and we truly value your feedback.

We look forward to having you back here with us many more times in the future where we will ensure that every stay is just as special as the last.

Kindest Regards,

Rebecca Tunstall
E-Concierge & Social Media Coordinator
econcierge.drepa@dreamsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 4 Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 28 January 2014 via mobile

Just returned from having our wedding at Dreams PA. Main reason for booking this resort was the wedding planner Jacki. We were engaged at Catalonia next door but the wedding planner had a language barrier, I peeked in on a wedding at Dreams and had a quick chat with Jacki - best decision!

Resort was very nice, comfortable beds, good food selection, great drinks and bartenders. Chicken Caesar salad and bahama mamas were guests favorites! Beach was well maintained and not nearly as rocky as Catalonia. Pool was warmer then hot tub which was unusual.

Eventhough rooms are as available on checkin I provided a spreadsheet to ensure my family and wedding party each had beds/accessible room for my parents. A few mix ups: out of 10 rooms, 4 had 1 bed for multiple adults (non-couples and not related). After Sunwing lost one of my wedding bags I arrived at the hotel frustrated, concierge did a good job of changing my sister and her family who had 1 bed for 2 adults and my niece. Others from our wedding party had their rooms changed to 2 bed (rooms) but not until 2 nights later. We lost time the first 2 days trying to find out where our lost bag was, getting new rooms and on the last day getting our room switched after the balcony glass shattered.

Lost bag arrived 2 days before the wedding however it appears someone took a knife to the outside, cut a hole in my wedding veil and pulled apart my centerpiece wedding flowers. Filed a report with sunwing hoping they
Have better communication then we've had so far regarding delays at memories bahamas.

BRIDES: Jacki will take care of everything. Managed to relax me, not very easy considering some of my wedding items were MIA and wedding party didn't all have beds but she made it all happen. Wedding meal was incredible, especially the beef tenderloin and chocolate cake. Surprised my husband with a roasted pig, fantastic!

Desires was a huge hit for hockey games & football playoffs. Monday night football on the beach was really cool. Karaoke and night club were so much fun. We spent most days by barracuda bar and most nights in Desires, great service and entertainment.

On the wedding night our balcony glass exploded, within 5 minutes people were cleaning up and trying to figure out what happened. Jacki had us moved to the 7th floor master suite with 2 bathrooms shortly afterwards. Wish this didn't happened on our wedding night as it was chaotic with all the staff in our room taking pictures and cleaning up. Followed by time spend packing a bag that night and all our stuff the night day since the glass wasn't fixed.

Overall the wedding day was great, wish we didn't have all the stress from the luggage, rooms and chaos with the balcony glass the rest of the trip. Thankful for Jacki, Erica and Ingrid for their patience and understanding with all the ups and downs.


Stayed January 2014, travelled as a couple
Helpful?
3 Thank Natasha M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
E-Concierge-DreamsPA, Social Media Coordinator at Dreams Puerto Aventuras Resort & Spa, responded to this review, 5 February 2014
Dear Natasha,

First and foremost, we would like to congratulate you both on your recent nuptuals and wish you all the best in your married life together. It was truly an honor for us to have hosted such a special day for you both and Jacki will be delighted to hear that she was able to make your day every bit as special as you had dreamed.

We apologize for not having exceeded your expectations in all aspects of your stay here with us. Please rest assured that the situation regarding your balcony has been addressed and rectified and we are very sorry for not having been able to comply with the room requests for your wedding group. Unfortunately all such requests are subject to availability and therefore cannot be guaranteed prior to arrival however we are sorry if this affected your impression of us.

Once again, we appreciate you taking the time to share your feedback with us and we would be honored to have the chance to welcome you both back here with us in the near future where we are confident that we will surpass your expectations in every way.

Kindest Regards,

Rebecca Tunstall
E-Concierge & Social Media Coordinator
econcierge.drepa@dreamsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 2 Contributor
6 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 28 January 2014

We recently spent a few days at Dreams Puerto Aventuras, and it was fantastic! From the moment you check in, you are greeted with big smiles, and no matter what the request, you always receive the reply, "It is my pleasure"! The staff was amazing, especially in the restaurants (which you don't always get in an all-inclusive). They really go out of their way to be nice. We stayed on the 7th floor and had concierge service, a top-shelf bar with a "continental breakfast" - that was far more than just fruit and muffins! There is champagne always at the ready, as well as fruit, cookies, and appetizers galore. The entertainment staff works hard to get the fun going, with pool games and dancing in the lobby. It was so nice to have not only a hot tub, but a heated pool - it made my whole trip due to the chilly weather!!! The grounds are beautiful and well maintained, and we felt very safe touring the marina area on foot. The bartenders are friendly and very accommodating (the mojitos are the best!). We enjoyed a lovely kayak ride as we toured nearby villas. We definitely plan to return to a Dreams very soon!!!

Room Tip: 7th floor has fantastic views and superior service
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  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank terry150809
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
E-Concierge-DreamsPA, Social Media Coordinator at Dreams Puerto Aventuras Resort & Spa, responded to this review, 31 January 2014
Dear terry150809,

We are delighted to hear that you enjoyed your recent stay here with us at Dreams Puerto Aventuras and that you are planning on returning in the future. We truly appreciate you taking the time to share your feedback with us and the Tripadvisor community. It is always a pleasure for us to hear when our guests have enjoyed absolutely every aspect of their stay and we are extremely glad to hear that you were able to experience our Preferred club facilities and amenities.

We hope to have the chance to welcome you back in the near future.

Kind regards,

Rebecca Tunstall
E-Concierge & Social Media Coordinator
econcierge.drepa@dreamsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mandan, North Dakota
2 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 28 January 2014

Stayed Jan 18-24. 7 people in our group ages 7-38. First all-inclusive with the kids. We had a room facing the pool/beach on the 3rd floor. Very nice view but it did get noisy in the evening. We were all so tired that it didn't bother us. The service is top notch. Never had to wait for a drink. Thanks to Juan, Willy, and Noe for taking care of us every day. The restaurants are all very good especially Portofino and Seaside Grill. The breakfast buffet was also very good and had something for everyone. My 7 yr old attended the kids club a couple of days and enjoyed the activities. My daughter enjoyed snorkeling every day and the activities by the pool. The entertainment staff was great and my kids favorite was Javier. Always something for them to do. The shows in the evening were also very good. We swam with the dolphins and that was a wonderful experience. I also liked the gated community and felt very safe. I did not see any of the construction that other people complained about. Do not believe the negative reviews. They go above and beyond. My kids cannot wait to go back and I would not hesitate visiting this property again.

  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank 630JenT828
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
E-Concierge-DreamsPA, Social Media Coordinator at Dreams Puerto Aventuras Resort & Spa, responded to this review, 31 January 2014
Dear 630JenT828,

We truly appreciate you taking the time to share your feedback with us following your recent family vacation. We are extremely pleased to hear that you all enjoyed your time here with us.

Please rest assured that your comments will be shared with our entire team, especially with Javi, Juan, Willy, and Noe, who will be particularly pleased that they were able to assist you during your stay.

We hope to have the pleasure of welcoming you all back once again in the near future.

Kindest Regards,

Rebecca Tunstall
E-Concierge & Social Media Coordinator
econcierge.drepa@dreamsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Dreams Puerto Aventuras Resort & Spa

Property: Dreams Puerto Aventuras Resort & Spa
Address: Km 269.5 Carretera Chetumal, Puerto Aventuras 77500, Mexico (Formerly Dreams Puerto Aventuras Resort & Spa All Inclusive)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Business Hotel in Puerto Aventuras
#8 Luxury Hotel in Puerto Aventuras
#8 Family Hotel in Puerto Aventuras
#8 Spa Hotel in Puerto Aventuras
#9 Top resorts Hotel in Puerto Aventuras
#9 On the Beach Hotel in Puerto Aventuras
#10 Romantic Hotel in Puerto Aventuras
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Dreams Puerto Aventuras Resort & Spa 4*
Number of rooms: 305
Official Description (provided by the hotel):
Dreams Puerto Aventuras Resort & Spa is a getaway with near infinite pleasures. Guests of all ages experience Unlimited-Luxury(R), remarkable amenities led by spacious rooms and suites with lovely views, gourmet dining options, limitless top-shelf spirits and 24-hour concierge service - all wristband-free. Guests are entertained by miniature golf, complimentary greens fees at a nearby golf course, a PADI certified diving center and Dolphin Dreams by Dolphin Discovery, one of the largest dolphinariums in the Riviera Maya resort region. To unwind, Dream Spa by Pevonia(R) offers a generous pampering menu. For couples, the resort presents wedding, honeymoon and anniversary packages, and for business, facilities begin with the 1,646 square foot Playa Ballroom. It's all of this and more. ... more   less 
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Also Known As:
Dreams Puerto Aventuras Hotel Puerto Aventuras
Dreams Hotel Puerto Aventuras
Dreams Resort Puerto Aventuras
Sunscape Puerto Aventuras Riviera
Sunscape Puerto Adventuras
Dreams Puerto Aventuras Resort & Spa Riviera Maya, Mexico

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