Dreams Jade Resort & Spa

Very disappointing experience at Dreams Jade, especially for a hotel that presents itself as a premium resort.ñ Our bad experience with this hotel actually started before we even arrived. We originally had a reservation at Dreams Puerto Cancún, which was cancelled without Letting us know, I realised because I called to add an extra person to the Room and they said it became a adult only hotel, after that they made us wait for months and they did not want to refund,change hotel . We were kept waiting for a long time and were ultimately not relocated to another hotel, which meant we lost money and had to pay for another reservation ourselves. Despite that, we decided to give Dreams another chance because we had always had good experiences with the brand in the past, so we paid again to stay at Dreams Jade. Unfortunately, the problems started on our very first night. At this hotel, almost everything depends on their app: menus, maps, restaurant reservations, room service, etc. I personally went to Concierge to make reservations and was told I had to do it through the app. The problem is that the app simply does not work properly and keeps crashing. That same night, we were celebrating the wedding anniversary of two of my cousins and their wives. We are a large family group, and after spending some time at the hotel nightclub, at around 1:00 a.m. we wanted to continue celebrating with a few drinks in a common area with tables and chairs outside the lobby. We tried ordering drinks from our rooms so we could bring them to that area, but the app was not working in any of our rooms. Our group is staying in approximately eight rooms, and several of us tried using different phones with no success. We then went to reception, where an employee named Bryan was extremely kind and helpful. We explained that the app was not working, and he told us that because of the technical issue, they could take our order and send the drinks to us. Shortly afterwards, however, José Hernández, who introduced himself as the manager on duty, came over. His attitude was completely different: dismissive, arrogant, and not at all what you would expect from someone managing a resort at this level. He told us that we had to return to our rooms and place the order from there. We explained several times that the entire problem was that the app was not working, but he showed no interest in finding a solution. When we continued explaining the situation, his response was essentially: “If you want, file a complaint tomorrow.” The most frustrating part is that Bryan had already found a solution and was willing to help us, but José would not allow him to proceed with the order. We returned to our rooms and tried again using two additional phones. The app still did not work. Eventually, Bryan was able to help us order food by phone because the app continued crashing. When you pay for a supposedly premium 24/7 all-inclusive resort, you do not expect to end up arguing with the manager at 1:00 a.m. simply because the hotel’s own system is not working. There was also another issue before our arrival. Approximately two months before the trip, I contacted the hotel and asked if our three family reservations could be placed as close together as possible. I was told that this would depend on availability, which we completely understood, but I was also specifically told that they would add a note to our reservations. At check-in, I asked about it and was told that the note had never even been added. As a result, our rooms were assigned very far away from one another. What makes this especially disappointing is that we have previously stayed at Secrets Divine, Secrets Huatulco, Dreams Sands, and Dreams Huatulco, and we had always received excellent and friendly service. Those positive experiences were exactly why, even after our first reservation was cancelled, we decided to spend our money with the Dreams brand again. This is the first time we have ever been treated this way. I do want to specifically recognize Bryan, because he was polite, helpful, and genuinely tried to find a solution to a problem that was clearly not caused by us, twice. Unfortunately, the attitude of the manager on duty, combined with the constantly crashing app, the lack of follow through on our requests before arrival, and everything that happened with our previous reservation, has made our experience extremely disappointing. It is our very first night, and what was supposed to be a special family trip and anniversary celebration was already negatively affected. Definitely not the experience we expected from Dreams Jade.

We arrived at Dreams Jade Resort on September 11th for a week-long stay and we did not want to leave! We had such a wonderful vacation that we’re already talking about when we can come back. We travelled as a same-sex couple, and I want to mention this because it was something we wondered about before travelling. We never once felt uneasy, uncomfortable, or treated any differently. Every staff member we encountered was incredibly friendly, welcoming, and kind, and we felt completely comfortable throughout our entire stay. A HUGE shoutout to the Entertainment Team!!! Saul, David, Tony & Dylan! I’ve been to quite a few all-inclusive resorts, and this was by far one of the best entertainment teams I’ve experienced. These guys are phenomenal and kept us entertained throughout the entire week. They were fun, energetic, and genuinely seemed to care about making sure everyone was having a good time. But a special shoutout to Saul & David, who went above and beyond. They checked on us throughout our stay, encouraged us to participate in activities, remembered our names, and even made sure to stick around to say goodbye on our last night. Those little personal touches made such a difference and they made leaving even harder! Another honourable mention to Edwin & Jesus at Castaways Buffet! These two made our mornings so much better. They were always among the first to come greet us at breakfast and were so kind and sweet every morning. Jesus remembered our drink orders and would bring our iced coffees without us even having to ask. On our last morning, he wasn’t even our server because we had to sit outside of his section while he was busy and he STILL brought us our regular iced coffees because he remembered what we always had. Asian Spice was another highlight! We tried several of the restaurants during our stay (and absolutely loved the French restaurant as well), but we kept coming back to the Spice. We ended up eating there 4 times because the food was just so good. The Teppanyaki experience was an added bonus. Our chef was Luis (I hope I have his name right!) and he was so nice, funny, and made the whole experience so much fun. Definitely another shoutout to him! The room exceeded our expectations. Our room was clean, modern, and very nice. I was honestly a little nervous going into the trip because we didn’t upgrade to Preferred and I wasn’t sure what to expect, but I really didn’t need to worry. We were very happy with our room and couldn’t have asked for better. A few things I know people have mentioned in other reviews: The main buffet not being open for dinner was probably my only real “complaint,” but we completely understood that this was due to the resort being at lower capacity this time of year. And honestly, it ended up being a blessing in disguise because it encouraged us to try the different restaurants each night. If the buffet had been open, we probably would have missed out on some of those experiences. We also saw a lot of complaints about the construction, but honestly, it did not bother us at all. We knew it was happening before we arrived, and yes, we could hear it at times, but it never negatively affected our vacation. The beach did have quite a bit of sargassum during our stay, but from what I understand, this is a much wider issue in Mexico right now and certainly isn’t something the resort can control. We personally didn’t spend much time on the beach because we tend to prefer the pool anyway, so again, it didn’t take away from our vacation. Overall, we had an amazing week at Dreams Jade. Between the incredible staff, entertainment, food, room, and atmosphere, we genuinely had such a great time. A huge thank you to everyone who made our stay so memorable - especially Saul, David, Edwin, and Jesus. You all made it so much harder to say goodbye. We left wishing we had more time, and we’re already planning our next trip back. Until next time, Dreams Jade!

We’ve just returned from a fantastic week away and it was exactly what we needed — the perfect opportunity to completely relax and unwind. We booked the Preferred Club and were so pleased we did. Our room was spacious, spotlessly clean and had a beautiful view. One of the main reasons we chose the Preferred Club was for access to the adults-only pool, and it definitely lived up to expectations. There was always a sunbed available (although we were travelling during the quieter season), and the drinks were flowing throughout the day! A special shout-out to Al and Melvin, who were both brilliant and always went out of their way to look after us. They really helped make our time around the pool even more enjoyable. Some of the restaurants were closed on rotation while we were there due to it being a quieter period, but this didn’t cause us any issues. We never struggled to get reservations and particularly enjoyed the Teppanyaki experience, which was a real highlight. All of the staff throughout the resort were incredibly friendly, welcoming and helpful. Their hospitality really stood out and made us feel well looked after throughout our stay. Overall, we had a wonderful, relaxing week and would definitely recommend the Preferred Club if you’re looking for a more relaxed experience. We’d happily return! 🌴☀️🍹

We just got back from spending 10 days at Dreams Jade. We really enjoyed our stay and would highly recommend it! The resort is impeccably clean and well kept! The best thing is the staff!! They were amazing!! Shout out to Melvin at the Preferred Pool! He is so kind and helpful! He has such a positive attitude and always had a smile on his face and willing to help with anything! Alberto, preferred pool waiter was great as well and always kept drinks in our hands, even if it was just cold water! Loraynne in the Preferred Lounge was amazing and so sweet! She was able to help us move to a new room when our first room had obviously been smoked in! She always asked us when we saw her during the week, how things were and always had a huge smile on her face! Ricardo in the Mexican restaurant was a delight and one of the best servers we had all week! Our day even started out great due to Nora at the morning buffet egg station welcoming us with a big smile as she made the best omelettes!! She worked so hard and was always so sweet and helpful! The only bummer was that a lot of the ale carte restaurants were closed during the week due to low season and low census and lots of construction! Communication regarding the closures was confusing and not well publicized. The app was wrong at times as well. The main buffet was closed every evening so we only had three restaurants to choose from each night and had to repeat going to the restaurants multiple times. It got old. There are some upgrades that need to be made, but overall the resort is great! Thanks for a great vacation!

We had a great experience with our kids, my family really enjoyed the food and the service! my daughter had a great time at the explorers club and Jessica was always making sure our kids are safe and having fun!