Dreams Riviera Cancun Resort & Spa

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!

Love Oliver, the nicest and best part of the entertainment team! Very fun and friendly! Pools and rooms are exceptional as well.

Oliver with the entertainment crew is the best! He had us very entertained by the pool and hosted some awesome games! 5/5

We stayed at this hotel for a week and can honestly say it’s an excellent resort. Staff are all very attentive and all very friendly: lots to do here and the food was very tasty. Never had a moment around the pool without a drink in hand. This service was 5 star. We went on a couple of excursions arranged by the hotel and this was organised well. All staff work really hard. Thank you for a holiday to remember.