Dreams Jade Resort & Spa

Dreams Jade Resort? More like Dreams Nightmare Resort! Spend your money somewhere you'll be treated like they actually want you there. Racism at its best! After spending almost $7,000 on a summer vacation for my family, we arrived at Dreams Jade as Preferred guests. Our first impression was great—the resort is beautiful, and the staff greeted us with cold towels and drinks. Unfortunately, that's where the positive experience started to fade. We booked two Preferred Ocean Front rooms that were supposed to be side by side. Instead, one room was on the first floor and the other was on the second floor. The upstairs room also had an ant problem. We reported it on Friday, but nothing was done until Saturday night. Now for the real issues. Saturday morning, we went to the buffet where I was told I couldn't enter because I was wearing a shirt with half sleeves. No problem—I walked all the way back to my room in Building 9, the farthest building from the restaurants, changed clothes, and returned. When I got back inside, I immediately noticed five or six other white male guests wearing the exact same type of shirts I had been turned away for. When I questioned the host, I was told they were allowed because their rooms were farther away in Building 9—the same building I was staying in. That explanation made absolutely no sense. I spoke with the manager, who admitted it never should have happened and assured me he would address it with the host. I saw the same host Sunday morning and guess what it was still people wearing the same kind of shirts. Saturday night, we went to Spice. A different host tried to discourage us from eating there, saying there were about 30 people ahead of us and suggesting we go somewhere else. We chose to wait. Moments later, another family we knew arrived without reservations and was seated immediately. After I told the host I would be contacting corporate the next morning, a table suddenly became available for us. On Sunday, I spoke with the manager on duty. His solution was to offer reservations at another restaurant—something I could have easily done myself. Instead, they gave us a complimentary tour that was supposed to include four stops: a jewelry store/tequila tasting, the Cancun sign, and a restaurant. We were dropped off at the first stop, and our driver never returned. We waited for over two hours before another driver finally arrived. At that point, I asked to go back to the resort. Instead, we were driven another 45 minutes farther away, only to be told we had to wait for yet another driver. The only bright spot of this trip was the staff at Tamarindo. David, Eduardo, and Tony went above and beyond to try to salvage our vacation and change our opinion of the resort. They treated my family with professionalism, kindness, and genuine hospitality. Thank you all for everything you did. In my opinion, David, Eduardo, and Tony should be the ones running this resort. Overall, Dreams Jade failed to deliver the level of service you'd expect after spending nearly $7,000 on a family vacation. The resort itself is beautiful and the food was good, but customer service, consistency, and how guests are treated matter just as much. Unfortunately, those areas fell well short of expectations.

Fantastic resort- We will be back! We took our young children and really enjoyed the entire resort and all of the entertainment options. The food was some of the best all inclusive food we have had. The beach is one of the best in the area! Special shoutout to Hiram at the Lobby Bar- his cocktails are top tier and his margarita is one of the best I have ever had!

**TRAVEL ADVISOR ADVICE!** DREAMS JADE CANCUN! If you choose to book with Dreams Jade, Id HIGHLY RECOMMEND you book preferred club, and then call the resort and ask for Oscar Lorenzo! Our recent stay at Dreams Jade was wonderful, and one person truly stood out. Oscarariel Lorenzolara, the Preferred Club Manager. (Oscar Lorenzo) From the moment we met him, Oscar made my family feel genuinely welcomed. He has a warm, friendly personality and consistently went out of his way to make sure we were enjoying our vacation. Throughout our stay, he always took the time to check on us, ask how everything was going, and make us feel like valued guests rather than just another room number. What impressed me most was that his kindness felt completely genuine. You can tell he truly cares about creating memorable experiences for his guests, and that level of hospitality is something that can’t be taught it comes naturally. As a travel advisor, I visit and evaluate many resorts, and exceptional hospitality is what separates a good vacation from a truly memorable one. Oscar exemplifies that difference. His professionalism, leadership, attention to detail, and sincere care for guests are exactly the qualities that great hospitality leaders possess. The resort itself is beautiful, but it’s employees like Oscar who make people want to return. Based on our experience, I genuinely believe he would make an outstanding General Manager one day. Dreams Jade is fortunate to have him on its leadership team. The buffet was amazing, the restaurants were delicious, and the pools have some of the most intuitive and smart entertainment I’ve ever seen in Cancun. If you want to have a great, fun trip with entertainment or relaxation, this is the place to stay 100%! Throughout our stay my wife, daughter and I became friends with Oscar and continue to talk to him now. He understands people, relationships, and knows how to connect personally with people. He also has a deep knowledge of how a hotel and hospitality works. Thank you, Oscar, for taking such great care of my family and for helping make our vacation so memorable. We look forward to returning to Dreams Jade and seeing you again. This resort will not disappoint, and neither will the Preferred Club staff.

Amazing people and amazing service. Quality and variety of food has significant room for improvement, overall perception feels lower compared to other Dreams resorts.

Have an incredible experience at the Teppanyaki Table with our waitress Luis. From start to finish he was very funny but also professional. His entertainment was brilliant and his food was even better. Highly recommend