Dreams Riviera Cancun Resort & Spa

I would rate 7.5 out of 10. Somethings that could use improvement. They are under staffed around the pool. Be prepared to get up and get your own drinks at the bar. Cleaning the poolside tables are not part of their daily routines. They are sticky from drinks and food from the day before. The food was pretty good! Somethings are very good, most things are average, and a few things were not very good. The staff was really friendly! We had a waiter named Juan that was top notch!! He spoke slow and clear which was very helpful for my older mother who had trouble with the accents. We also had great activity personnel, Ximana and Fransico were great! I wish the resort would let them give out more prizes. For example if more than one person won bingo only 1 was getting a prize. Also, if there boss was not there they had no prizes. Overall we had a great time and were satisfied!

Great resort and some notable employees. Viktor our pool waiter could not have been better. He was always ready to get us our refreshments and anything else we needed. Ussi was an unbelievable entertainment employee along with Erwin. We had a lot of fun with that crew. The pool bartender Antonio was super and always made the best drinks with a smile. In the buffet area Magdalena was so sweet and always pleasant and willing to help us in any way she coule.

This hotel we found exceptional. Rooms were great, clean, cleaners went out of their way and were friendly so was all other staff come to that. Could not fault the hotel. We had a great two weeks. Sadly one thing that let's it down is the beach. I know the whole coastline has a big problem with seaweed but when you look left and right and see other hotel beach fronts relatively clear because of their efforts it puts Dreams to shame. They have a tractor which goes up and down but the efforts are pretty poor. Maybe it's because they feel they are on a losing battle. There seems to be a breach in the barrier where I watched seaweed coming in. Until this is fixed it will never get cleared. Some of it is 3ft deep. The flies, smell are something you have to get used to which I can imagine people can't hence hardly anyone on the beach. Having said this don't let it put you off booking as the hotel is a treasure.

The food was sub-par. The drinks were watered down or made with syrups. Paid extra for Preference Club giving us a better room (I think, though not sure what we would have gotten after pre-booking an ocean front room), premium liquor at the special bar (it was not premium liquor in our opinion, basic scotch, nothing fancy), and access to special beach area, where people could sneak into anyway.

We were extremely disappointed upon arrival to find the beach completely covered in seaweed. Not only was swimming impossible, but even spending time near the water was unpleasant due to the strong odor. While we understand this can be seasonal, it significantly impacted our stay. At check-in, we were given a pamphlet stating that our Preferred Club booking included a rebate of $250 that could be used for massages. As we arrived late with our 14-month-old, we were told to settle in and return later to activate the promotion. The next morning, we received a notice saying the promotion had to be activated within 24 hours—something that had not been clearly explained at check-in. The next day, we received another notice (this time without mentioning any deadline), we went to inquire about the spa offer. At that point, we were told the $250 was not a direct spa credit, but “Leisure Cash,” and that we needed to visit a newer resort of theirs (Dreams Natura) about 10 minutes away to receive it. This condition was not disclosed initially. Since it seemed manageable, we decided to book it for Sunday, and the employee offered us to immediately schedule our massages the same day. However, after our massage, we were informed that $398 USD would be charged to our room and later reimbursed using this “Leisure Cash.” The following day, when we were ready to go visit, a supervisor named Edwin Castro told us we were required to attend a 90-minute sales presentation to qualify for the reimbursement. This requirement had never been mentioned beforehand by the employee who booked the visit and our massages. At this point, the situation felt extremely misleading and deceptive. Actually we felt like we were scammed. We asked multiple times to speak with a manager and were eventually given the name Eri Alan Flores Garcia, but told he was on vacation, with no alternative contact or resolution offered. Overall, this experience left us feeling misled and taken advantage of. What was presented as a straightforward $250 spa benefit turned out to involve multiple undisclosed conditions. We strongly encourage future travelers to be cautious and to choose resorts that prioritize honesty and customer service.