Dreams Jade Resort & Spa

The food was amazing, especially the Teppanyaki chef (Luis) at Spice. The food was made with flavor. I like that they don’t fill up your plate and give you just enough, so waste is minimal.

Overall: this was a sub-par, aging hotel with great wait staff but horrible Preferred concierge Check In/ Concierge Issues: We arrived at the hotel on Saturday around 3pm and were told the 3 rooms were not ready yet but if we came back in an hour, they would be ready. We came back around 4:15 and two of the three rooms were ready, but the concierge man did not even acknowledge that we had a three room and had to be asked specifically if the third room was ready. We were then told that the last room was not available yet due to the cleaning not being complete. The other two rooms were able to check in around 4:40. We waited in the Preferred Club for the third room and were ignored and not given any updates. We had to constantly go up to the desk to ask when the room would be ready and were brushed off. After 30 minutes, we asked to speak to a manager since we were not given a timeline or any solutions. We saw the manager come in but she ignored us and never came over. We had to go up to the desk every 15 minutes to ask for an update. There were also two other groups in the exact same situation, being given the brush off when one of the multiple room bookings was not ready hours after the other rooms. Eventually the manager claimed the room we had originally booked had a maintenance issue and would not be able give us the room. She did not offer any solutions or alternatives until we had to ask for them. She was extremely rude and wanted to ignore the issue that we had been lied to since originally; we were told that we were just waiting for the room to be cleaned. We had intentionally booked three rooms on the same floor to be near each other. The only room they offered was the very last room in the furthest building on the ground floor with double beds, instead of the king room we booked. It was a great view but felt very unsafe location wise. As a single woman was stay in that room, it was not satisfactory but at this point it was 5:45pm, 2 hours and 45 minutes after we arrived and over an hour after the rest of the rooms were ready, so we took it for the short-term but told them we wanted my originally booked room. Upon checking into the room, welcome snacks and drinks were not provided like promised. In the morning the other rooms received their Preferred Club discounts but 9101 did not receive them. We had to go to the Preferred Club multiple times to get everything delivered and to ask for status updates on the original room. Not once did the concierge proactively share any information and they were extremely rude almost every time we needed to interact with them. The original room booked was not ready until Monday after 3:30pm. Due to all the issues, eventually Roberto, the main concierge, was contacted to discuss the issues at check-in. He offered to get us reservations on Monday night at the Italian restaurant, yet when we arrived at the restaurant, they had no record of any reservations under our names or Roberto’s. When we reached out to Roberto the next day, he was unapologetic and very unhelpful. He then proceeded to actively avoid us all week and did not provide any additional help. The next to last day, when finally confronted, after having to have his employee contact him, he promised to wave the spa charges as some sort of compensation, yet upon checkout, the spa charges remained. When we asked why he avoided us all week and provided no help, despite that being his job, he accused us of avoiding him (even though we had to reach out to him) and was wholly unhelpful. The only helpful concierge employee we interacted with was Fiorella, who was very nice and helpful. Restaurants/Food: Buffet: The buffet was small for the size of the hotel. They were not constantly refilling popular foods or when it came out it would be only half a tray or undercooked portions of popular items. They were always out of popular food, especially in the morning. The lunch buffet didn't open until 12:30 which seems late for a family hotel; and when it opened, the food and cooking staff was clearly not prepped yet so there were lines for everything. Preferred Club had a specific room at buffet yet, no one was ever standing at the Preferred hostess stand and the regular hostess would only sometimes direct us to the Preferred room. The room also doubled as a wedding venue so when they hosted a wedding (about every other day) the room would be closed. The wait staff was extremely friendly and nice though. Hibachi: We were told there were no reservations for hibachi and you needed to wait in line at 4pm for reservations that day. Yet, when we waited in line and were 5th in line, everyone was told they were already almost completely booked before the 4pm time. It seemed like they gave the reservations to the Vacation Club members in advance. All the guests were very angry, and this seemed to be a daily issue. When we asked for reservations for the next day since they should not have been fully booked already, the hostess verbally told us she would give us a 6:45 reservations but truly booked us for 5:45. Luckily, we reconfirmed later that same night or we would have missed our reservation, which felt intentional on their part. We were told you needed to arrive 10 minutes before your reservation time and they started promptly at your reservations, yet that did not happen. We sat at our table with the other half completely empty for over 20 minutes, and another table was empty for 40 minutes as well, yet they were fully booked (?). We saw them pull another group from the non-hibachi side to come to our table. They didn’t take our orders until 6:10 and the chef didn’t come out until 6:20. The chef, Miguel, was great and the food was good, although the portions, specifically the vegetables, could have been larger. Miscellaneous: There were some inconsistencies throughout the restaurants. The Italian restaurant gave out buzzers once your name was on the list so you could walk around, although they didn’t have enough buzzers, so you had to wait in a line 20+ minute line at times just to get one. Other restaurants did not have buzzers so if there was a wait, you just had to stand there waiting. One day, Spice was closed for dinner, including the hibachi, with no prior warning or signs, so every other restaurant was packed since that was essentially two restaurants in one closed. The other restaurants were not prepared for the influx of additional people. There are not a lot of restaurants for the size of the hotel so closing Spice had a huge impact. Maintenance: Overall, the hotel was aged and had many maintenance issues. Two of the rooms had leaking sinks in the bathroom. The fans in the rooms were not very tight and jiggled loudly. Many parts of the hotel were under construction. They had an entire building closed for construction, and the area directly next to the lobby was also closed; none of which is mentioned on the website nor during check-in. When using the elevator, if you tried to click floor 3’s button, it would automatically also select floor 4 and when trying to go to the ground floor, it automatically selected floor 2 as well. They were painting the pool areas, in both the family and Preferred pools, so each day a large portion of the pools were closed off taking away tons of seating. Majority of the time the areas were closed, no actual work was being done and two of the days, no work at all was done. For two days the pool bar was closed due to the painting and they had to set up a significantly smaller temporary bar in the grass that was never ready when the hours said the pool bar should be open and had only 2 bartenders, one who was mainly filling the waiters’ orders, versus the pool bar’s normal staff of 5+ bartenders. After the bar area was reopened, they closed the area with the pool grill for two days. Many areas of the hotel you could see in the construction and staff areas that looked very unfinished and unsafe. At one point, they had closed the walkway from the pool through to the lobby and the rest of the hotel and you were forced to walk through two restaurants, one of which was hosting a wine tasting at the time, and they had no signs providing directions. In the afternoon, they would, without warning, start fumigating the areas around the pool, spraying chemicals and creating smoke-like clouds over the area. This was very concerning since you didn't know what they were spraying and all of a sudden a huge smoke-like cloud appeared. Housekeeping: Housekeeping seemed to have no consistent cleaning procedures. Twice they took the dirty towels but were not given new towels to replace them after the room was cleaned. When we called Housekeeping to ask to have them sent, we were told they didn’t handle towels. When they cleaned the rooms, you could tell they did not even sweep the floors the entire week. One day, one of our rooms was just not cleaned even though the room was empty all day and the other rooms on the floor were cleaned. One time housekeeping left the dirty rags used on the nightstand and another day, they left their stack of towels, meant for multiple rooms, in the living area. They also did not consistently refill the drinks in the fridge. But one of our rooms had no issues and was only two rooms over. Overall, it just felt like they had no formal cleaning procedure since it was different every time. Miscellaneous: There were almost no changing stations in any of the restaurant bathrooms, which was odd and inconvenient for a family-friendly hotel. The hotel was also not very ADA or stroller accessible, especially with the construction. For example, you can’t get from the buffet to the pool without going around the entire resort because the exit of the buffet by the pool had stairs and no ramp; and with the painting there were tons of detours that made it difficult if you couldn't easily cut through some areas. There was not a lot of seating around the pools. If the building that was closed for construction was open, I don’t know where all those people would have sat. There were also no dedicated bathrooms for the pool. Guests had to use the bathroom in the Castaways restaurant, so you had to walk past people eating lunch to get to the bathrooms and that bathroom was always wet. But they did a good job of trying to keep it clean. It’s not a fully non-smoking hotel which we did not realize but you could only smoke in permitted areas. The pools were supposed to be non-smoking but there were still a lot of people vaping and several actual smokers with no one stopping them. There were raccoons running around and they had lots of signs to watch out for animals which was unexpected. When it rained, the hallway floors were covered in puddles because the plastic roof over certain areas was damaged. It was a major slip hazards and housekeeping did not mop it, even the next day when the rain had stopped. Spa: If you used the Preferred Club coupon, the spa treatment was more expensive than their promotion as non-preferred members which seemed counterintuitive. We also had an issue after the massages where the shower drains were clogged and water leaked all over the locker room.

Amazing! Edwardo @Mercure was excellent. Being a vegetarian, I was very specific with what I ate and the restaurant made sure that something special to eat every single time. And every single dish was mind blowing and beyond expectations 👌Overall, all the restaurants had their own charm. Our second favorite was the Italian restaurant @Capers. Over all the experience was very relaxing. We upgraded our room from ocienview to oceanfront and it was worth every penny. Every person who worked here has gone above and beyond

We never left the Preferred Club adults only pool all week. Plenty of chairs, drink runners, towels and food from Barefoot Grill.

Luis and Neftali at Spice were amazing. Luis did the show and Neftali was the waiter. The kids also enjoyed the show. Luis included them in the show. Alejandra was our waiter at the pool and she was also amazing. She was quick with bringing our drinks out.