Dreams Sapphire Resort & Spa

The Dreams Sapphire Resort & Spa was a wonderful experience for majority of my guests in my group. However, we had several issues with the following: 1) Majority of the group booked a hotel room with double beds. The room block invoice clearly listed each bed option selected per guest. Upon arrival to the property, we were told multiple times from the Priority Lounge hotel staff that the bed options and/or room category we paid for would be based on availability at check in. This was not explained to me at any time during the several phone and video conference calls with the group room booking department. We had family of 4 or several non-couple individuals forced to stay in a king bed only room. When trying to explain to the resort staff that this was not what we paid for during our booking, they made their effort to keep telling the group that this is what happens when you book through a 3rd party instead of them directly. This is unprofessional and not how you handle business, period. I have group members who feel like they are owed some sort of compensation for the being lied to and having to stay in a one bed hotel room that was not originally in the plans. I reread the contract with Maurice, and this was not ever explained not one time. This should not be allowed to happen to any guest after flying for hours, only to arrive and be told you will have to stay in this room because this is all we have at this time. 2) There were several times the hotel staff did not care about any concerns we might have brought to their attention. Seems like this had a lot to do with the language barrier. The adults only pool had several issues: from an ant infestation in the cabanas to the pool suction/pump value shutting down, which caused all the allergies and dirt to settle at the bottom of the pool. Several group attendees brought this to the resort pool attendees and maintenance staff. The staff came out trying to fix the issue, but did a patch job resulting in the same issue happening the next day all over again. 3) The hotel main dining room had a major problem with racoons running and climbing all above the fixtures and on the tables in the dining room. This was all day while guests were eating breakfast, lunch, and dinner. The staff would clap or run the racoon back up the fixture thinking this is acceptable. This is a health and food hazard!! At no time should any restaurant establishment be allowed to operate with racoons or any outside animal that could carry any form a disease etc. This is another unacceptable and very disgusting business decision. This is just the major issues we had with the Dreams Sapphire Resort. As I stated before, I had guests who wanted to be compensated for the various issues we experienced, why trying to relax, rejuvenate, refresh and create vacation memories. Instead, we have to relive each of these horrifying memories since this was a destination wedding group trip. Outside of the 3 issues above, the wedding staff "Michelle "Wedding Coordinator, the photographer team, and the wedding wait/bartender staff did an amazing job top to bottom. We were very happy with the wonderful customer service we received from day one of planning until the time we left the resort. Thank you!

We had a great experience at Dreams Saphire. We went for a 4 day trip to celebrate our daughter’s first birthday. Great customer service and overall experience was wonderful. We stayed in a preferred club oceanview king swim out. Staffs were really helpful. Food was amazing.

Came for vacation. We did a few excursions and truly enjoyed our time. Customer service around the hotel was fantastic. I want to specifically say that Valeria Ferreo stood out the most. She was wonderful!!!

Our trip for a wedding was wonderful. I want to specifically state that valeria férreo from world cafe was such a personable sweet person. She was sweet and always greeted us with a sweet smile!

this was our first family friendly resort. we enjoyed every moment from when we arrived up until check out. specialty restaurants are really good, the buffet is alright, juice bar, coffee shop, other amenities were great and open pretty much all day. unfortunately theres a lot of seaweed so everyone was in the pool but its well maintained and many activities to keep you entertained. theres also a bar in the pool for convenience. staff was amazing throughout, I would highly recommend staying here.