Dreams Riviera Cancun Resort & Spa

Resort was clean and spacious rooms albeit outdated. Asian restaurant consistently good and thank you to Antonio for cooking for us! Without the Bordeaux (except last experience) and Asian restaurant we would not have eaten!! Food was inedible at most restaurants, wait 90 minutes for breakfast. Didn’t eat dinner one evening as we went to Bordeaux and both sent steaks back twice! This was definitely due to buffet being closed on Sundays and lack of staff. Hector was not manager that evening and Manuel was nowhere to be seen as he prepares fresh crepes and fruit at the table. Lovely touch. We only ate here or at the Asian. The adult pool was directly in front of 2 children pools, so inevitably children are consistently in the adult pool! Not relaxing at all!! Chargeable Cabanas sit at the front of the pool also, not what they show on their website. Drinks were definitely watered down and so many wasted, generally only one bartender at each bar so the wait was looong! We spoke with management who tried to rectify this but general manager was nowhere to be seen. We had to move room due to shower flooding the room 2510, second room 2408 had AC issues initially! We were consistently woken between 2-3am when all room service collected plates and cutlery that were just thrown into a large cart. We recorded this! We went with our daughter and had 2 rooms. Her room 2405 was above a large commercial bin full of sargassum! She was eventually moved also. We had preferred access but honestly was not worth the extra money as food was same each day and was left out for hours! No swimwear was allowed but this was not enforced. Families were allowed also so adults had no space to just relax. This is not a ‘Dreams’ experience and they definitely are not 5star. We travel a lot and feel like we need another holiday as we were constantly bringing up numerous things with management daily. My husband had WhatsApp numbers for managers but not general manager who made no effort to make communication with us! Staff had no passion for their job and it showed. Shame on you BA for offering this resort! We went into Cancun for free via preferred lounge offer and please do not bother, we wound up making our own way back as we’re subjected to jewellery and tequila venue for 2 hours then taken to 1 star restaurant- no thank you! Complete rip off! To top it all off we were all ill!

This is my 4th time coming here to this resort with my family. As always we had a great experience and special mention to the entertainment staff especially Jonah, Uzzy and Francisco, the pool waiters and the wonderful Explorers club team- they were all so kind and friendly to our children - Patti, Fatima and all the girls. Muchas gracias! The food was wonderful - our favourite was the Himitsu! We cannot wait to return next year!

I would not recommend this resort. We first checked in we were bombarded with a hotel rep named Martha who wanted to give us a “free” massage and spa day. I initially agreed but we traveled with a large group and an excursion was planned the same day. When we tried to cancel Martha had an attitude but informed us she would cancel, however I was charged $100 at check out for this “free” massage. Then our luggage was lost and mishandled. I attempted to transport our own luggage when one of our rooms was ready but was stopped by worker and was told it was not allowed and he would transport it when all rooms were ready. Well that did not happen, and our luggage was put in different rooms. I found one our luggage’s and bags in the front, one of the workers had an attitude about it being left behind. Most of the hotel staff had attitudes and did not want to be bothered. We travel often love to stay at the Dreams Resorts and we always have the best customer service but this is by far the worst one we have ever stayed.

Gabriel at the Bordeaux was excellent good customer service and efficiency with the experience

We had the best time! The resort was clean and beautiful and the staff was amazing! We highly recommend splurging for the plunge pool! We also highly recommend the kids club! Our daughter had a blast and the staff was so amazing and kind! Thank you, Paty, Citi, Fer, Fati, and Emi 🩷 One note: they do try to push you into going to a breakfast at a sister property to try to sell you a membership. Make sure you’re ready to say “no” firmly if you don’t wanna waste half a day.