Dreams Riviera Cancun Resort & Spa

Well, after working for Hyatt Corporate for 15 years and visiting over 38 countries, I have officially checked into the worst hotel I have ever been to. I am flabbergasted that they operate within the, typically exceptional, Hyatt gold standards. I just checked into my room (10pm) with my four young children only to step in a huge puddle of, one can only pray, was water. There were glass rings on every single surface, black drippings on the glass door, flecks of dirt on the bed. The lamp shades have all been knocked off their hinges, the room has survived god knows what. I am truly horrified that I took my baby here- it is unclean and I feel completely taken advantage of. I have no idea how there are any positive reviews for this resort. Our check-in was comparable to trying to barter for a used car in 1999 with nothing but rubber bands. 8 calls were made to an invisible manager, each time new, nonsensical information shared. It took over an hour after an 8 hour travel day, holding a sleeping baby, with exhausted hungry children. After one hour we still had no idea if there were any restaurants or pools at the resort. They are untrained in every sense of the word. Don’t even get me started on trying to cancel a daybed. 15 emails later (and an internal escalation). If you have children, need a clean room, or want to enjoy vacation run far far away from the entire Dreams hotel line. Check out the old pee stained sheets on the bed for some extra torment 😉. And this was after we called to have someone come wipe the counters upon checking in. Just absolutely terrible.

As someone who relies heavily on reviews, I wanted to take some time to review our recent 6 day stay. We've been to 18 all-inclusives (mostly MX & Punta Cana), some family (with child and also as just a couple), some who offer adult-only areas and some fully adult only properties, ranging from 4-5*, ratings that we've come not to rely on. In consideration of the experience we seek/enjoy I'll mention a few things: We chose a Preferred Tropical Suite, which was a decent size (smaller than most) and had the outdoor and indoor jetted tubs. Clean. Met our needs fine (though toilet required repairs 3 times). Their catch phrase is something like "a resort for couples and a resort for couples with children." To be clear (in comparison to those we've done w/our son) it's not among the best fam resorts we've been too - but I'll let those with little ones review on that end. What I can attest to is that it is NOT a couples resort. There are NO child-free zones that we saw (aside from French restaurant), so if you are looking for an experience not surrounded by children while you eat, swim, walk to the bar, walk to the restroom, this is not the place for you (see my pool notes for further clarification). The pools are beautiful, typical of such a resort. But unlike at other resorts they are side by side, so you share the pool area with EVERYone. This is likely why it seems you're surrounded by children, because their pool and the family pool are all sharing the same small space. You will NOT find a poolside chair if you don't towel one around 7am. Yes, I generally resent those who do this, but you've no choice here. There are NOT enough chairs (and we weren't at capacity). And don't think I've experienced uncomfortable beach chairs - thought they were all "the same," but nope. The poolside view is completely obstructed by gazebos they rent by the day. You see the back of the cabanas - not the pool, not the beach. Horrible set up. The beach is the filthiest we've ever seen - and I don't mean w/seaweed which is expected at times (and yes, was an issue too) but with legit TRASH. Like bottles, plastic, motor oil containers -- just a coastline of trash. We suspect it's their manmade barrier that keeps it in...idk, but it's there and nasty (and sad) when walking the coastline. We're not food snobs. I personally don't like too much temptation - enjoying weight loss and hey, we are all living in swim suits here, and therefore mediocre food was okay for me. But yes, that means it wasn't very good. We had specialty dinners nightly and they were ok. Just ok. I mostly like the apps / soups - we were both disappointed with most entrees. A buffet is usually the safety net in a typical resort when the specialty doesn't live up - they're usually good, but not here. Even my husband who can find a hunk of meat tasty anywhere struggled. Hibachi, always a must-do for us, lived up to expectations - tasty. Oh, shout out to Jessica, who bounced between French and others. Very friendly taking time to explain the schedules and timeframes for the various restaurants. Now, buffet was a small unimpressive space compared to most places we've been, but breakfast was quite good -- have a shout out to our omelet maker (I know I wrote her name somewhere!), who ran four burners at a time daily (tip her!). On the flip, our "Preferred" status included a special breakfast location, so we tried that twice. Awful experience each time. You will wait an hour for your simple breakfast and children will be crying and bouncing about out of boredom. Go to the buffet. IN/out less than 20 min - or stay as long as you like, but yes, this is where EVERYONE dines for breakfast. ChuckECheese meets diner vibe. Bars: we like our drinks, generally mixed or beer. Our Preferred beer was ... wait for it: Heineken. Now I'm fussier with beer than food, so some may not get that I wasn't wowed by that (I was a team drinker when in Amsterdam), but we know this is typical for Mexico (sometimes they offer MGD or Corona - you're not getting any variety and certainly no IPAs here, lol). Both beach bars decent - low key, no fancy drink menus with multiple blenders buzzing and peeps hanging out like some places we've been. More grab and go. Gersom at Preferred beach bar and Wilbur at the indoor Preferred bar always helpful and friendly! As for the area, nice and close to the airport, which I prefer. We did Xcaret Xenotes this time - last to be picked up / first drop off (meaning closest to attraction, which is ideal!). Fun! Earlier this year we did Xcaret Xplor & Xenses. Also fun. Would we come back here? Nope. Though we rarely duplicate. Blame to my husband for not realizing how compact this property was, lol. When I select a property I look pools that are spaced across the property so you can remove yourself from "those" people who can ruin a nice pool day (not always children!). But it was nice to get away from the snow for CHEAP! Kudos to hubby for finding this black Friday steal (if he paid full price he'd be sleeping on the couch, lol).

Oliver is the best! We had the best bike ride tour and he showed us where to get great souvenirs. Thanks for making our vacation!!!

The seaside grill always had amazing service in the morning and especially with the hostest Estela. She was very nice and overall gave us an amazing experience

Wonderful and relaxing time. Very professional and serene spa. Dedicated and caring staff who took personal interest in my relaxation.