Dreams Riviera Cancun Resort & Spa

If you have Celiac disease (gluten allergy) - upon arrival do not hesitate to find Teofilo and Abram (Abraham Pech) at the Italian restaurant (Portofino), they will be your biggest advocates for your entire stay. They never made me feel like a hassle or a bother. Five of our 9 nights we went to the Italian restaurant for dinner- they made me a special surprise celiac safe appetizer and dinner each night- and everyone of the meals was delicious! It was lovely! Additionally- when I told Teo of my frustrating time in the buffet- he let Abram know. After dinner Abram walked me down to the chef in the buffet to schedule a lunch time for the next day and they took care of me with no worries or fuss!!! I wish I had done this sooner as lunch was difficult until this point. And now I know for our next visit and will see these guys right away. In addition - the hostess, Cindy Soto, and Chef Geovany were sooooo pleasant and accommodating and along with Abram and Teo made our vacation. Lastly, most of our drinks (alcohol and no alcohol) were served to us by Ricardo at the activities pool— he is top notch. Such a hard worker and always so clear and sweet!

Abram pech Cindy sot Chef rodolfo Chef giovany Mesero abram

Everything was good food and rooms and games

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.