Dreams Riviera Cancun Resort & Spa

Chose Dreams at Puerto Morelos as it seemed a bit more intimate and smaller than the vast hotels on the hotel zone. We have stayed at another Dreams before. We are British and chose the hotel through British Airways Holidays. To be fair to the hotel we should have chosen a better hotel To meet our needs. There is a Nice beach walk to Puerto Morelos (albeit walking through a naturist area at another hotel,) but other than that not much else to do on foot. Trips out always required transport of some sort. However we had a terrible check in after a long flight. We had paid for the preferred level which entitles us to a “priority” check in with our “special concierge team”. Our luggage was taken and we’re asked to take a seat (no drink or other welcome gesture). We sat for 30mins before my husband asked why. We then discovered we should have been taken to another lounge. We were where we sat for another 30 mins before my husband firmly asked for a manager. So we were rushed to the room which was in a great location but not very clean. Bits were falling off the roof on to our balcony. Despite telling housekeeping some of the fragments were still there when e left after two weeks. The turn down service and mini bar top up were hit and miss (possibly because we were the last room on the run) so we spent the first week having to chase this up all the time. We also reported animal waste on the stairs which lay for some time before being cleaned. When it happened again we stopped reporting it as we started to spend more time reporting issues than enjoying our holiday. The food in the restaurants is Mediocre and repetitive especially if you are staying two weeks. All inclusive drinks are ready available but every single transaction seems to have the expectation of a tip. From a bottle of water request to the three separate people who looked after the room, to the spa, the waiters, the concierge the excursion reps, the drivers, the bellboys etc It seems to be the “American Way”. We believe some people were tipping staff to reserve seats for them too. The staff do work really hard but if it’s all inclusive why are tips required? There’s a great little coffee shop and we found the food at Oceana quite nice when it was open. And there lies the other issue! The hotel has an enormous amount of weddings and if the weather is bad they can often relocate to one of the seafront restaurants meaning you go from six to five choices of venue. The weddings also occupy pool space, adult jacuzzi areas, the rooftop terrace and the beach and can be noisy and intrusive. There are a few more things that we found disappointing but my fingers are sore! It’s definitely not five star, definitely not designed for older adults and even with a family there are so many weddings your little ones may find sleep challenging. We did manage to have a great holiday and the outlook from our room was stunning but Dreams was a disappointment and we certainly wouldn’t return or recommend.

We’ve just finished a 10-night stay as a family of four plus two grandparents. Overall it was good, but for a 5-star resort there were several misses. The food was decent with some standout dishes, though the lack of a booking system made dinners feel chaotic. Drinks were generally good, and service was hit-and-miss—Pedro in the Italian was a notable exception. Being Preferred guests and having lounge access was a nice touch. The resort is extremely busy, even in low season, with up to three weddings a day and lots of large groups. It’s definitely not a quiet or relaxing setting. Kids’ activities were average at best; the disco was even cancelled without notice one evening. Rooms and some areas feel tired, though everything was very clean. Several of us also had a 24-hour sickness bug, and we noticed other guests affected too.

Our group of 23 had a wonderful experience at this resort. I’ve travelled to a lot of Secrets and Dreams locations, and I personally prefer the smaller properties. DRC offers all of the amenities in a compact location. This was our first trip to DRC, but we will add this to the repeat list. For context, the other resorts we’ve visited multiple times are Secrets Maroma Beach and Dreams Vista Cancun. We look for good food, quality drinks, and welcoming staff. DRC checked all of these boxes and even exceeded our expectations!

I didn’t want to write this review, but I still haven’t heard anything back from the hotel. They told me they would send a refund or offer a discount for a future stay, yet I never received anything, not even an apology or a follow-up about my experience. The hotel itself is beautiful and the staff is friendly, but unfortunately we had a very bad experience with the bathroom. We arrived on October 31st in the afternoon. As soon as we went up to our room, we discovered that the toilet wasn’t working. We immediately called the front desk to have it fixed. Instead of offering us another room, they only did a partial repair. A lady on the phone even told us not to throw toilet paper in the toilet — which was unacceptable for a hotel of this standard. From that moment on, our entire stay was overshadowed by constant worry about whether the toilet would work. My daughter and I had to hold down the flush button for a long time just to get a partial flush. The water would fill up, then take a long time to drain. Sometimes we had to flush up to three times, and even then, it never flushed completely or had any power. On Sunday night, we returned from a wedding at around 11 p.m., only to find that the toilet was completely clogged, it wouldn’t flush, and the water rose to the top. My daughter and I had no choice but to go to the bathroom in the other building in the café/gelato shop at 11 p.m., and again at 1 a.m!!!. My daughter was on her period, which made this situation especially stressful and uncomfortable. The next morning as soon as we woke up, we both had to use the bathroom in the Cafe shop again. I called reception and asked them to fix the toilet while we went to have breakfast. When we came back, it was again only partially fixed, still weak and not flushing properly. I even called the housekeeper to witness it, she confirmed the problem and said she would report it. I personally spoke with an employee at the front desk and later with the concierge. Despite my repeated requests, no one resolved anything. I called again asking for someone to come check the issue, and still, nobody came. By check-out time, the toilet was still not working. I called for a bellboy, but no one came either. A room service employee ended up helping me carry my suitcases to the lobby, everyone at the lobby saw what was happening. I was already stressed, our taxi was waiting, and after days of problems, we still couldn’t use the bathroom in our own room. We had to continue using public restrooms outside our room until we left. The concierge told me his boss would help, but again, nothing was done. We left the hotel stressed, disappointed, and with a terrible memory of what should have been a beautiful stay. It’s such a shame, the hotel is beautiful, Cancun is amazing, and the people are wonderful. But this experience completely ruined our trip. We will not be returning, and unless compensation is offered, I told them that I will be sharing this experience publicly on all hotel review sites if I do not heard from them..

First time at a dreams and this place was awesome. Service was absolutely a five out of five. The pool staff was incredible. Especially Jony! He made it feel like he was our own personal concierge every day, and it was awesome. Anything we needed he was on top of it The way he conducted himself, I thought he was a part of the management team originally. I was shocked to find out that he wasn’t.! Other staff mentions are Jose from the kitchen. Eddy and Andy from the dining staff. Everybody in the Cafe was incredible. The bar staff by the kids pool!