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Dreams Riviera Cancun Resort & Spa
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Reviews (7,007)
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Reviewed 4 June 2014

I just got back from a 4 night stay at Dreams Riviera Maya. I was there with 39 others for a friend's wedding. Literally everyone in our entire party left promising that they would never ever return. You know it is bad when all anyone seems to talk about during dinner, drinks, etc. is their hatred for the resort and how they've been treated.

Examples:

* 20 of the 40 people got food poising. The worst was that the bride's father got so violently ill during the ceremony that he couldn't make it through the reception. They didn't even get to share the father/daughter dance and her brother had to stand in for her.

* WiFis absolutely non-existent in the rooms. The check-in girl even told us that. She suggested you go to the lobby which I did and it is very poor there too.

* We had multiple times where we called for room service, towels, robes, etc. to be told "they are on their way" and then they never showed. There is a 4 beer max when ordering room service. Stayed at Grand Velas a few months ago and they would NEVER tell you no. They cared too much about keeping everyone happy.

* Lack of enterntainment - unfortunately it rained heavily 4 out of the 5 days I was there. The hotel severly lacks entertainment. Our friend is a DJ and offered to play music. The manager let him DJ at the club the first night which was awesome. He did an amazing job and we packed out the club with everyone from our wedding. Many of the other guests told us he was way better than the DJ from the resort. The resort DJ told our friend to go back and play the next night b/c he did so well. My friend was then told he couldn't play after bringing over all of his equipment. He then tried to set up by the lounge bar in the main area. He was shut down there as well. When the groom from another party begged the manager to let him play, he was rudely told no without any explanation. Then other random guests approached the manager to beg for the free enterntainment! Still nothing other than NO. When asked WHY and "Do you care about keeping your customers happy? You have 60+ people here between 2 weddings and we are bored out of our minds with all of the rain." We were still given no explanation other than NO.

* With the rain they tried to tell our groom and bride that they had to get married in a public area facing the hotel... that was there only option. They warned that people might walk through on their way to the restaurants. They told them that was unacceptable. Upon continuing to beg for another option, the hotel agreed to let them do the ceremony in the Presidential Suite. That worked out but it should not have taken arm twisting. They had paid for the reception on the beach to go until midnight. That wasn't an option with the rain so they moved us inside to a banquet room. It was decorated nicely... but didn't include things they had paid for on the beach like string lights. They were told no refunds for the lights. They then charged them when they asked for one speaker for the banquet room since the DJ had planned for a beach wedding not a big banquet hall. Then at 9:45pm a manager came and said he was shutting down the reception at 10pm if they didn't pay extra.... so they paid for an extra hour. We have no idea why that happened when the beach wedding should've gone until 12am.

* The bride and groom were supposed to stay another 5 or so nights. At this point they were so angry at the resort that they asked to leave early and get there money back for the unused nights. They were told that wasn't possible. Then they asked to transfer to another Dreams. Again that was not possible... so they moved their flight anyway and are losing that money. That's a testament to how bad this resort is.

* We were told we couldn't be in the pool past 7pm. Not on the beach at night. etc. etc.

* During the last day when it was pouring heavily they closed room service. One of our friends who was severly illl with food poisoning and was finally going to try and eat chicken soup was told NO.

* Server in the Italian restaraunt mocked and rudely laughed at a friend when he ordered in Spanish trying to be respectful.

* Food in the French, Italian, and fine Mexican restaurants was very good. However, the room service food was awful and they lunch options were average. Breakfast was also good.

I could go on and on but basically want everyone to know to avoid this resort at all costs... especially if you are looking to get married. This place will ruin your wedding and not give a care about it. Clearly once they have your money they don't pay mind to keeping you happy and hoping you will return.

  • Stayed: June 2014, travelled with friends
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19  Thank atlantatraveler703
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GerenciaDRERC, Guest Relations Manager at Dreams Riviera Cancun Resort & Spa, responded to this reviewResponded 6 June 2014

Dear atlantatraveler703,

First and foremost please receive, on behalf of our management, our sincerest apologies for any bad perception regarding the services provided by our resort and wedding staff during our rainy days.

We feel devastated to learn that regardless of the efforts of our team (special discounts, exceptions on venues, etc), you and your friends left with such bad impressions of our resort and your friends wedding.

Here at Dreams Riviera we are totally aware of the immense importance of offering outstanding memories to each couple that honors us by choosing our resort to be the scenario of their love union, as well as to offer impeccable services to their valuable guests; actually you may find numerous reviews of happy couples within this open forum that support this statement and our commitment to offer high quality wedding experiences.
Once again we apologize for any bad impressions due to your friends wedding last minute modifications linked to the weather of the Riviera Maya, which you may understand is our of our control. We totally understand how the weather may affect equally the overall mood of a Caribbean Destination Wedding bridal party and their guests. That is why our wedding team did all they could to keep up the spirits when your friends arrived at 10am of their wedding day to call it off.

Please notice that especially during rainy days our professional wedding team doubles its efforts to present all sort of options to our engaged couples, to adapt their amenities to an enclosed location. Spaces that are, within our experience, the best ones that allow us to provide the services and privacy required by our guests (due to the hours and set up for the events).

We kindly ask you to keep in mind that, as stated by yourself, our wedding team and at certain point our manager on duty, kept exploring all their options and actually made an extraordinary exception by offering your friends a venue that is hardly ever use for a wedding, please notice that this suite was actually assigned to another guest who offered and agreed to have the wedding on his terrace as a gesture of good will. On this matter, we are sorry to hear that at the end our efforts did not meet your expectations.

As per the physical discomforts mentioned within your review, in addition to offer our apologies should your party had perceived our F&B products as the responsible of this unreported inconvenient; we must express our concerns regarding this matter, given that after carefully going through all our records: concierge, front desk, phone operators, wedding coordinator, restaurants, etc. we have not found any report prior to these reviews from your party of such discomforts during your stay.

Please notice that here at Dreams Riviera we do not only follow but fulfill strict hygiene and sanitation standards and regulations regarding all the processes involved in the manufacture of food and beverage products. We will definitely try to track your case should you decide to share with us further information regarding these claimed health issues, please feel free to contact us at info.drerc@dreamsresorts.com in order for us to open the pertinent investigation. We just ask you to keep in mind that given that any of you had share with us this information during your stay, tracking the possible source of your discomfort would be quite intricate.

Finally, in regards of your newlywed friends requests of leaving our resort earlier that their planned date, please notice that as part of a group contract through a travel agency, certain cancelation policies that did not entirely depended on our resort applied.

Please be sure that all your comments have been shared with our managers and head departments who will be taking them into consideration within their continual improvement programs.

Should you change your mind and decide to give our resort another try it will be our pleasure to indulge you in the service standards that has given our resorts their international reputation.

Best Regards!
The Assistant of the General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 June 2014

My experience at the Dreams Resort was awful. The staff was so rude, sincerely made me feel like they hated us all. We paid extra for an ocean view and our room wasn't, when we talked to them about it we were basically told too bad we're full. Room service closed because it was raining forcing their guests to go out in it instead of them, which is ridiculous for the amount of money you pay to stay there. There were 37 of us and 1/2 of us got so sick from the food. That alone should stop you from going there. We went for a wedding and the father of the bride got so sick he missed the wedding!!!! You can only order drinks for room service no bottles which for a bride and her bridesmaids getting ready is ridiculous. We could only order up to 4 drinks at a time so, so much for everyone drinking mimosas while getting ready for a big day. They spent so much on that wedding it seems like they would make an exception but no. Like I said, the staff is unaccommodating and hates everyone there. I would say, unless you want to feel like an inconvenience and get Montezuma's revenge...stay away. They couldn't pay me to go back.

Room Tip: Don't get a room here.
  • Stayed: June 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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7  Thank Jordan J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GerenciaDRERC, Guest Relations Manager at Dreams Riviera Cancun Resort & Spa, responded to this reviewResponded 6 June 2014

Dear Jordan J,

Let me start by assuring you on behalf of all of us at Dreams Riviera that we love and cherish each of our guests. Once that said I would like to offer you our sincerest apologies for any bad impressions or perception regarding the services provided by our resort staff during your stay.

Please be sure that we will definitely reinforce the service standards and communication among our personnel to prevent any unaccommodating attitudes.

Regarding the physical discomforts mentioned within atlantatraveler703 and your review, please notice that here at Dreams Riviera we do not only follow but fulfill strict hygiene and sanitation standards and regulations regarding all the processes involved in the manufacture of food and beverage products.

We will definitely try to track your case should you decide to share with us further information regarding these claimed health issues, please feel free to contact us at info.drerc@dreamsresorts.com in order for us to open the pertinent investigation. We just ask you to keep in mind that given that any of you had share with us this information during your stay, tracking the possible source of your discomfort would be quite intricate.

Please be sure that all your comments have been shared with our managers and head departments who will be taking them into consideration within their continual improvement programs.

Should you change your mind and decide to give our resort another try it will be our pleasure to indulge you in the service standards that has given our resorts their international reputation

Best Regards!
The Assistant of the General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 June 2014

I have been to a few all inclusive hotels but never wanted to return to one as much as this one. My mother and I have just returned from a 10 day trip and could not have been more sad to leave. The food and drinks were amazing, the staff cannot do enough for you - even around the pool, the waiter service is second to none.
We went on a Virgin package trip and would definitely recommend the Virgin Ahoy Dolphin experience - just a brilliant day from start to finish.
The restaurants were top class and we didn't have a bad meal in any of them.
It does get annoying when the hotel allows people to reserve beds round the pool with towels from the crack of dawn, but we always managed to find one at this resort. It would be a slight improvement if the beds could be a little bit further apart so you could have more space to relax - they were a bit cramped at times, particularly around the infinity pool.
We loved that there was constant activity - there were a few weddings in the hotel when we were there but we were very pleased to see that the service for normal guests was not impacted by these. The lunchtime bbq on the beach, games/activities in the pool, music at night in the lobby, and the acrobats and rock concert were all brilliant.
I would have no hesitation in recommending this resort and am looking forward to returning.

  • Stayed: May 2014, travelled with family
    • Value
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3  Thank Dominique F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GerenciaDRERC, Assistant to the General Manager at Dreams Riviera Cancun Resort & Spa, responded to this reviewResponded 10 June 2014

Dear dominique_fox,

Greetings from Dreams Riviera Cancun!

It is a delight to learn that you had a pleasant time at our resort and that you valued the service offered by our staff.

We look forward for your next visit! It will be our pleasure to assist you should you need any special assistance prior your arrival, please do not hesitate on contacting us at info.drerc@dreamsresorts.com

Best Regards!
The Assistant to the General Manager at Dreams Riviera Cancun Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 June 2014

I have stayed at Dreams Resort and Spa between May 24-31st with my family. This fairly small but absolutely gorgeous resort is approximately 25-30 minutes drive from the Cancun International Airport. Within less than fifteen minutes from our arrival we were taken to our squeaky clean and beautiful room 12409.

The room itself: Natividad did a spectacular job of cleaning our room on a daily basis and replenished all the goodies needed ( coffee, suntan lotions, soap). I must be honest and say I was not a huge fan of this modernist twist of a bathroom area with no privacy whatsoever between the shower area and the sinks. Considering I was traveling with my family it was irritating at times to keep on kicking everyone out of the room or to yell out no peaking! oh and another issue I had with the shower was the lack of control one could have over fixing the water temperature as 95% of the time I was forced to take boiling hot showers after full days in the heat. but these opinions do not warrant a deduction in the marks. Did not go with the intent of spending much time in the room so other things matter more. We also had a hot tub on the balcony which was also spotless and a delight to relax into, and another hot tub close to the shower area in which I did not go but heard no complaints so it passed the test!:)

Pool/ Beach Area: The pool and beach area are very well maintained and kept clean throughout the entire time I was able to see maintenance staff and cleanup crews removing algae and rocks from the beach. Right now the resort is not in the midst of busy season and we had no issues finding towels or beach chairs both at the pool and beach. The Infinity pool was my personal favorite, the temperature was perfect and absolutely stunning. There is a swim up bar at the infinity pool with a very wide selection of drinks including top shelf liquor. Another bar with cute little swings can be located just a few steps away from the infinity pool right on the beach but i was not overly impressed with the quality of the drinks there. By both pools ( activity and infinity) there is also a waiter(server) that will come around constantly to make sure you are doing well and to bring you more tasty drinks or water. His name is Jose and he is fantastic. I had interesting conversations with him and he is an outstanding person.

Food and Drinks
There is so much food at this resort and it is all very very delicious on the entire property. Hope your jeans you will use on your way from the airport and then going back have some extra room in them because you will gain weight for sure!:)
Their buffet World Cafe is filled with amazing dishes that will satisfy even the picky eaters ( yes i am guilty of this myself). They are also not stingy on the super pricy ingredients. a true 5 star experience! **The whole team here deserves recommendations and hugs but our favorite staff member award goes to Joel ( during the morning he works weekly rotations one week main buffet area and one week breakfast only for the himitzu side which is a more quiet and peaceful side in which you get the same amazing food and treats minus the waiting times and crowds. He also worked lunches on the large buffet side.)** Of course you can go to the other side at the main buffet to find more treats and enjoy them on the quieter side.(Himitzu) By day two or three even the front desk girls knew our names and exactly where we liked to sit and were funny and great as well.
You will not need reservations for their a la cartes which are unlimited on this property. You can choose from El Patio ( Mexican)- they have a very good menu comprised from tacos, burritos, meats, seafood, ceviche. Their food was absolutely amazing so we chose to eat there on 3 of 7 nights as we loved it the most out of all of them. Our favorite server there was Alfredo, such a funny and attentive guy. He made our dinner experiences fun and great.
- An Italian restaurant which we tried on one day only and we were not impressed by anything we ate( risotto that was way too salty and shocking seeing how great all the other dishes everywhere on the resort were and ossobuco that was more of a different cut of beef) my advice would be go to the buffet instead of this restaurant the food will be absolutely delicious.
- The french restaurant was also delicious. The plating was cute and the food was delicious. Everything I tried was very very tasty- fillet Mignon, oyster soup, onion soup...
- By the pool there's also another a la carte restaurant opened during lunch time where they have a pretty good menu with super delicious nachos, tacos, quesadillas with shrimp, burritos. everything i ordered there turned out fabulous and the service was always amazing there as well. but then again I must wish you good luck finding a rude staff member on this resort!!!! it will be close to impossible.

Lobby bar and Privileged Club Bar:
Cecilia of the lobby bar was super nice, warm and friendly throughout the entire week. What a great staff member you have there. and when she told me she was a new addition to your resort I was in shock. We were highly impressed by her great service and please tell her Emilia from Toronto says hi!!! I miss her already!! Mayra in the privileged bar was also doing a really great job.

Thank you Dreams for an amazing place that made my vacation unforgettable. Thank you once more to the outstanding staff members that deserve all the applause and recommendations ever: Jose ( pool area server) Joel ( Himitzu side World Cafe breakfast and World Cafe main buffet area for lunch, Cecilia ( lobby bar), Mayra( Club Privilege) and Alfredo ( El Patio restaurant). The other staff members were great as well but these mentioned went above and beyond.
Can't wait to return to this beautiful resort. you will not regret vacationing here and I highly recommend this resort, dear readers.

Room Tip: Ask for building 2 if possible that way you will be close to the beach and pool but the noise from the lobby bar will not bother you in case you go to sleep early.
  • Stayed: May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
8  Thank crazybabe22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GerenciaDRERC, Assistant to the General Manager at Dreams Riviera Cancun Resort & Spa, responded to this reviewResponded 10 June 2014

Dear crazybabe22,

Greetings from Riviera Maya!!

On behalf of all of us at Dreams Riviera we would like to thank you for sharing with us your detailed impressions of your stay at our Resort and for your honest opinion regarding those areas that did not fully met your expectations.

We really appreciate all the time invested on writing this review and for such kind words regarding some elements of our staff. Natividad, Jose, Joel, Alfredo, Cecilia and Mayra would be overjoyed to know that they had accomplished their goal of offering you all a unique and memorable stay.

Please remain certain that your comments linked to our opportunity service areas have been shared with the involved department heads who will take the pertinent measures to prevent from keep affecting the experiences of our guests.

Your kind words encourage all of us at Dreams Riviera Cancun Resort & Spa to strive even harder to make all your stays at our Resort as enjoyable as possible.

We hope to have the fortune to keep adding recollections to your love and family story with future stays.

Best Regards!
The Assistant to the General Manager at Dreams Riviera Cancun Resort & Spa

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Reviewed 3 June 2014

Great place for families! Kids Explorers Club and its fun schedule was a hit with my 9 and 3 yr.olds; they staff was fun and attentive. Great selection of restaurants (gourmet menus) and service. Not typical resort food. Good kid menus, too. Drinks and bar service was great.
Room with plunge pool was worth it. House keeping twice a day was a plus! Mini bar was always stocked. Staff was so friendly and happy! We did tip a few bucks here and there for housekeeping and service. But not expected. Do watch out for the VIP Services preferred membership pitch at check- in unless you have 90 minutes to spare. Would return with my family!

Room Tip: Plunge pool room on first floor but not too close to public walkways.
  • Stayed: May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Susie1107Houston
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GerenciaDRERC, Assistant to the General Manager at Dreams Riviera Cancun Resort & Spa, responded to this reviewResponded 6 June 2014

Dear Susie1107Houston,

Greetings from Dreams Riviera Cancun!

It is always a delight to receive reviews as positive and kind as yours.

Knowing that our guests make such great memories at our resort and that the hard work of our staff is being appreciated by our valuable guests, are the reason why we keep on looking for better ways to please our guests.

We look forward to keep indulging you and your family at Dreams Riviera.

Best Regards!
The Assistant to the General Manager at Dreams Riviera Cancun Resort & Spa

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