Dreams Riviera Cancun Resort & Spa

This is one of the most disorganized Dreams resorts I have ever stayed at. Unfortunately, the biggest issue is the complete lack of customer service and follow-up. We raised several formal complaints with Mr. Daniels, yet none of them were properly addressed or followed up on. The buffet is closed on seemingly random days, even though the other restaurants have limited capacity. On weekends, the resort becomes extremely busy and appears oversold, yet they still close the buffet for dinner, making dining unnecessarily difficult. There are also several issues with the facilities. The kids’ pool often has no staff supervising the slides. The beach is poorly maintained, and there are very few public washrooms throughout the resort. If you are at the pool and need to use a washroom, you may have to walk a considerable distance. The rooms are also not well designed for the occupancy they advertise. Our room had only one closet near the entrance, despite being marketed for three adults or a family of four. The bathroom doors are made of glass and offer very little privacy, which can be extremely uncomfortable when several people are sharing a room. However, the most disappointing part of our stay was the lack of customer service. Issues were raised formally, yet there was little effort to address them or even follow up with us. I have stayed at Dreams resorts approximately once a year and have continued returning because of my previous experiences with the brand. Unfortunately, this stay has completely changed my perception. Based on this experience, I no longer feel that Dreams offers the level of service and quality that I had come to expect.

Great staff- Jonathan, Erwin and Oscar. Clean. Food is mediocre, drinks are good.

I spent the last week there for my birthday. My daughter's birthday and my twin granddaughter's birthday. The granddaughters worked selling Lemonade to upgrade us to preferred which was an extra $650. For which we received nothing. We got no extra service. We were ignored by the waitress at the pool cause we apparently didn't tip her good enough. When we checked in we told the lady that we were on a birthday trip and told her my birthday my daughter's birthday and the day we wanted to celebrate the twins birthday. She told me I had to speak with the concierge. We'll the next morning I went to do that and stood at the desk for 30min being ignored while the lady was on her personal phone. So I walked away. On my birthday there was no acknowledgement no cake nothing. Any other time I have been preferred we all ways received cake and champagne and a birthday sign on the door. Here nothing. The next day my daughter emailed them and complained and they sent a stale pice of cake with happy birthday in chocolate on the plate and put a happy birthday sign on the door. Was only done because of the complaint. That day we celebrated the twins birthday and all we got was bad service and nasty attitudes form the wait staff and the bartender in the preferred club. The girls were very much upset over it cause they didn't feel good about the way they were treated. Then I complained and they gave us a bali, bed on the day of my daughter's birthday after I told the lady I didn't want it because it was away from the pool and we were spending the day in the pool. Then she asked where we were going for dinner and she said she would make sure we were taken care of and again it was a big let down service was horrible and we left after dinner as the waiter never came back to ask if we wanted dessert. For the money we paid for this place it was disappointing as we received no preferred service. I would never recommend Dreams resorts as this was not the first bad experience with this brand. The saddest part is that my granddaughters saved to have an upgraded experience and they got nothing for the hard work. Save your time and money and go elsewhere

This resort is absolutely beautiful. The service was amazing and we loved the food. The wildlife around the resort was so fun to watch. We stayed in a Preferred Club Plunge Pool room, and it was perfect. We were in our pool every day. We would definitely go again.

Oscar and Oliver were great entertainment!