Dreams Riviera Cancun Resort & Spa

Skip this place. The food was absolutely terrible. I’ve been to Cancun a few times and the food variety and quality was the worst I have ever seen. They even managed to mess up a baked potato by only serving 2 slices and putting some horrible cream all over it. There are no shows, no entertainment. Bar service and staff were both excellent. Pool was great. They tried to keep the seaweed (or whatever) off the beach by having nets out so that was nice as well. I just cannot stress enough how terrible the food was. The restaurants would give hours on the app, so we would assume they would be open. We would check the app at noon to see which restaurants to try and then when the time came, they would all be closed except one or two.

Terrible Check-In Experience and Very Concerning $600 Deposit We arrived at the hotel to check in and were told that there was a “red alert” on their system and that we needed to pay a $600 deposit in order to access the hotel’s services. No explanation was given as to what the alleged alert was or why this deposit was necessary. The full amount of our stay had already been paid. I contacted my booking agent, who told me that this was highly unusual and concerning, and suggested that the hotel might be attempting to sell us additional services at the resort rather than simply returning the deposit. We returned to the check-in desk to address the situation, where the same employee who had taken the payment identified himself as the manager. Despite the fact that we had already completed check-in approximately two hours earlier, he refused to give us our room key. We were forced to wait in line for another hour simply to receive a key that should have been provided when we originally checked in. Things didn’t improve from there. Our luggage was left outside in the sun for around four hours before finally being delivered to our rooms. When it was eventually delivered, one piece of luggage was apparently missing. We were simply told that there was nothing they could do about it. The luggage was eventually found, but the fact that it had gone missing after being left outside for hours was yet another completely unacceptable part of the experience. The combination of the unexplained “red alert,” the unexpected $600 charge, the refusal to provide our room key despite having already checked in, and the mishandling of our luggage is completely unacceptable. Pathetic service and extremely dubious check-in procedures. A very poor first impression and certainly not the level of service expected from a hotel of this standard.

Is located in a very peaceful area, atmosphere melo, Rooms Beautiful and big I got the one with a Jacuzzi and private pool,value good,very clean through out the hotel including bathrooms, not noisy and excellent service.

I hated just about every moment of being there. I found staff to be very rude in only acknowledging the Spanish speaking staff. I will not visit any place where I'm ignored and disrespected. All guest should be acknowledged and not just those who speak Spanish. I found this resort unwelcoming to English speakers is there was a Spanish speaking person in the group. This was the only person they tried to communicate with.

The hotel itself is nice, but unfortunately, the customer service has been extremely disappointing. Issues are not being addressed, and we are currently staying at the hotel and experiencing this firsthand. One of the families travelling with us has a room for three adults and one child. The bathroom and toilet have glass doors that do not lock and offer very little privacy from the rest of the room. One of the women staying in that room feels extremely uncomfortable with this setup. When we raised the issue and explained that this lack of privacy was not clearly disclosed, especially considering the hotel allows four people to occupy the room—we were simply told, “That’s how the rooms are designed.” No real solution or alternative was offered. Our other two rooms have the same bathroom design, although the occupants of those rooms are personally okay with it. However, those rooms were placed at the back of the hotel facing the street, where the noise is significant. We hear cars honking throughout the night, as well as construction and large trucks early in the morning. I am actually trying to sleep as I write this, and there is currently a car outside whose security alarm keeps going off every minute. Between the room design, noise, and lack of effort from staff to address concerns, it has made what should have been a relaxing hotel stay very frustrating. The property itself may be nice, but good hospitality is also about how guests are treated when legitimate concerns are raised, and unfortunately, that has been severely lacking.