Dreams Riviera Cancun Resort & Spa

**Not a 5-Star Experience** We chose this resort for a family vacation expecting the level of service and quality associated with a luxury, family-friendly property. Unfortunately, it fell well short. The biggest issue was not the maintenance problems themselves, but how they were handled. From concerns about our ocean-view room, to cleanliness issues, to maintenance problems in both rooms we occupied, staff were quick to apologize but slow to act. Managers promised follow-up that never happened, and most interactions felt dismissive rather than solution-oriented. The resort also showed signs of poor upkeep, including cleanliness concerns in guest rooms and pool areas. Restaurant offerings often differed from what was advertised, and food quality was average at best. Problems can happen anywhere, but a true 5-star resort is defined by its service and ability to resolve issues. Throughout our stay, we never felt that our concerns were taken seriously or that anyone was genuinely invested in improving our experience. Based on our experience, this property does not currently meet the standards I would expect from a 5-star resort or the Hyatt brand.

Good food, friendly service, clean atmosphere. Wait times at most restaurants was generally good. French restaurant took excessive time to receive food & portion was so small. Mexican restaurant was amazing. Entertainment staff was fun & engaging. Shout out to Oliver & Vivi.

Vivi was so kind and generous!

Overall, resort was clean and staff were friendly. We traveled during low season so not a lot of activities, shows, and themed nights like many other resorts. The main buffet was very underwhelming as there were not a lot of food options and if you showed up around 9:30am some of the items were not replenished. Dinner was even worse if you chose to go there in the evening. The one thing we really disliked about these resorts are the pushy sales staff who try to sell you memberships to their chain. My wife was informed that we would get a free massage and day pass to one of their resorts if we chose to do a 90min tour of the resort. This lead to a 5.5 hour session with the sales team which ate up most of our day. To top it off you have to sit through the sales process otherwise you don't get the day pass, massage voucher, and taxi voucher to return. We made a complaint to the front desk and they were not willing to assist us in anyway and saying that it was our choice to go. If you're not interested in joining the pricey membership, avoid the "benefits activation" conversation with the front desk. It ruined our last day and out a damper on our overall experience.

The staff on property were always friendly and helpful. They are hindered by sub par food and beverage options. Inclusive should not mean poor quality