Dreams Sapphire Resort & Spa

Incredible stay at Dreams Sapphire! Travelled with a group of 9 ranging from 10 years old to 78, and everyone had a great time. Buffet was excellent, lots of stuff for the kids to do, and the Oceanfront Master Suite gave our family plenty of room and an amazing view right on the beach. Took advantage of the Preferred Lounge for premium cocktails and the Club rooftop for incredible lunches and R&R time, both of which I would recommend. Overall, the highlight of this trip was definitely the service! We have done dozens of AI trips throughout the Caribbean and don't recall getting better service before. Santiago was an amazing housekeeper, and Cristell was absolutely incredible for drink service on the beach and to our swim-out (along with her colleague Eric on her days off) - if we return to Sapphire, it will 100% be due to the service from Cristell and her colleagues.

We stayed here with 6 adults and 4 children between 3-7 yrs of age. This resort is very family oriented. While our kids did not attend the Explorer’s Club during the day, they did enjoy the activities and shows provided during the evening in the central hub. The resort is well designed in that the central building is the hub and has many areas for guests to lounge along with shopping and places to get food, great coffee and smoothies. We spent most of our time on loungers by the pool. No problem getting 6 loungers together, for our group, if you got out there by 8am. We rented a Bali bed one day to celebrate our 3 year old grandson’s birthday. It was perfect! Shout outs to the staff who were all amazing, especially Alberto, Daniel, Francisco, Valeria, Carla, along with those whose names we didn’t get (or can’t remember, lol). Everyone was very welcoming, accommodating and willing to provide whatever we needed to make our stay the very best. Thank you for the great memories!

Resort Review Location The distance from Cancun Airport was reasonable; however, the arrival experience at the airport itself was frustrating. We waited somewhere between 90 minutes and two hours to retrieve our luggage, which made for a long start to the trip. Once at the resort, though, the setting more than made up for it. The property sits on a beautiful sandy beach with very fine, soft sand that’s easy to walk on. There is some seaweed in the water, but the resort does an excellent job of clearing the beach every morning, which we really appreciated. One of my favourite aspects of the property was how lush and green the grounds are. Each morning walk felt like strolling through a tropical garden — almost jungle-like. The grounds crew clearly works incredibly hard, and their efforts show everywhere you look. Atmosphere & Service The overall atmosphere is fantastic, largely because of the exceptional staff. While great service is expected at a resort like this, many team members went well beyond that baseline. A standout example was Daniel, the concierge at the adults-only pool. After we shared feedback about a somewhat disappointing dinner at Portofino, he listened carefully, was genuinely empathetic, and immediately offered to help. He arranged reservations for us that same evening (no small feat given the first-come, first-served system), and the result was one of our best dining experiences of the trip. Miguel, the manager overseeing all of the resort’s restaurants, personally came to our table to introduce himself and ensure everything was to our liking. He also introduced us to Jonathan, the manager at Bordeaux, where we dined that evening. Throughout our stay, whenever Miguel saw us, he made a point of stopping by to say hello — a small gesture that made a big impression. We also received excellent service from many others, including: Javier and Brenda at Bluewater Grill, Ivan at Bordeaux, Alberto at the adults-only pool, Harvi at Teppanyaki, Joshua and Daniela in VIP Services, Daniel at Bluewater Grill, and Javier at Portofino. There were many more who contributed to a welcoming atmosphere, even when our “regulars” were off or working elsewhere. A special mention also goes to Carlos, the concierge at the adults-only pool. We met him on just his third day with Hyatt, and he was already making a point of learning names, checking in on guests, and ensuring everyone had what they needed. His warmth and enthusiasm did not go unnoticed. Rooms Our room was spacious, comfortable, and exceptionally clean. We did have an issue with the air conditioning, but the team addressed it as quickly as they could. During our stay there were some extremely windy nights, and on one occasion a metal roof panel near our balcony was rattling loudly as the wind lifted it and dropped it back down. I showed a video of the issue to the Preferred Club concierge, and it was repaired that very night — very responsive service. One small note: at another resort we’ve visited, the mini-fridge and snacks were restocked daily with small treats like Pringles and M&Ms. Here, we only received them on arrival, which was a minor disappointment but not a major issue. Noise Level (Adults-Only Pool) One amenity we always look for is a true adults-only pool where we can relax quietly. The resort’s adults-only pool itself is beautiful, with plenty of loungers, cabanas, and a convenient bar. Lunch offerings near the pool were often excellent, and it was a great place to meet other guests. Unfortunately, later in our stay several large groups (possibly wedding parties) arrived. What started as small groups early in the day would grow into large, very loud gatherings — sometimes 20 or more people — making it difficult for others to enjoy the calm atmosphere expected in an adults-only space. This happened over several days. VIP Services did try to help when we raised the issue, but it remained the one significant negative of our stay. Perhaps designating the pool as “Preferred Guests Adults-Only” or implementing clearer noise expectations could help preserve the intended ambiance. Amenities Overall, the resort amenities were excellent — spacious, clean, and well maintained. A big shout-out to the team who accommodated guests eager to watch the Olympic men’s hockey gold medal game. They opened and stocked the Scores sports bar early, and when it filled up, they set up additional viewing in the theatre. It was very well handled and much appreciated. Washrooms throughout the property were generally spotless and well kept. The only exception was one evening at Bluewater Grill, where the adjacent hot tub guests appeared to be using the restaurant washroom. It was wet throughout and posed a slip hazard, which should ideally be addressed. Overall Impression This resort offers beautiful grounds, a fantastic beach, and truly outstanding staff who go above and beyond to create memorable experiences. While there were a few areas for improvement — particularly maintaining a quieter atmosphere at the adults-only pool — the service, setting, and overall experience made for a very enjoyable stay. We would absolutely consider returning.

Such wonderful trip with our family of six. Kids ages 9, 12, 14, 15. Great food and drinks. Shout out to our favorite drink staff Natividad, Jaime, Marlon. Our favorite waiter Gumer and Mateo. And our favorite chef Enrique. We felt like royalty and you made us feel so special and loved. Thanks for making the trip amazing!

Our review: 4 people (45, 48, 76, 78) Feb 15-22 Air Canada Vacations Preferred (not Club/Villa as we didn’t care to access rooftop) Tropical double-bed (rooms 416 and 409, 2nd and 3rd (top) floor, in building 4) Tipped/paid in USD (confirmed with several service workers this was a matter of personal preference, as these are gathered and shared among staff, so it didn’t matter to them) AIRPORT TRANSPORT: Very helpful staff, easy to identify red shirt coming out of the airport. He ended up fetching a taxi rep for us 4 because it was a long wait. The taxi ran us $80 USD, paid upfront, and was about 25mins. Good ride, bumpy and kind of suspicious at the end lol but that’s the location of the resort lol - We did take the transport back to airport and it was a mini van, no issues, aside from roadblocks due to cartel activity from the morning, but the driver was great. PREFERRED CHECK-IN: HUGE lounge (see photos) with full bar and a small food spread. Very impressed, easy check-in. Worth it. ROOMS: NO ELEVATORS in these buildings FYI. There were no kings left, but the doubles were HARD. I would get terribly congested overnight, and it did go away throughout the day, but got worse and worse each night (could’ve been a number of things, so I won’t make any assumptions, i.e. could’ve been the ceiling fan). Even-though we were preferred, it didn’t matter if we tipped, we didn’t get drinks/snacks replenished. Room keycards worked great for us. 409’s safe didn’t work upon arrival, but fixed quickly. Rooms seem as nice and clean as we expected, might be lacking in storage for some though. Shower is rain showerhead only, water temp and pressure were good. “Regular” outlets, but bring extension cords cause there aren’t that many. THE GROUNDS: THE BEST! Small and quaint, everything is nearby and sections were appropriately segregated with jungle-like walkways. We loved our walks through the grounds. The WATERSLIDES were a very fun addon (yes grandma with a pacemaker did all 4, but she’s a badass!!!). THE POOL GRILL was a great addon we used lots, good food (salad, burgers, hotdogs, wings, fries, pizza…). The central MARKET and lobby bar area was super convenient, and useful to us. Animals for sure, friendly, didnt bug us. No monkeys. Coaties (raccoons), cats, birds, iguanas, lizards are all we really saw. POOLS: We didn’t hang out at all at the main pool, as we enjoyed the more peaceful adult-only preferred pool. Water was sometimes cool and refreshing to walk into, but within seconds super cozy and we stayed in it long periods of time (good sun exposure). ALBERTO, pool concierge, was amazing! Cabanas closest to the pool were $50 USD to rent for the day, but arrive by 8:30-9 am to reserve regular chairs, and/or one of the outter edge cabanas for free for the next day (must check-in before 10am, or they will give it away). They were nice for us to retreat to for naps and to house our things. No food service, but you can bring in food from the grill, or whatever. Drinks were good 👍 BEACH: Gorgeous beach, clean as compared to other places. Sand was out of this world soft. Beach bar was great. Didn’t try beach massages, wasn’t sure if we could claim them. LOTS of beach chairs. FOOD: Amazing food at restaurants and buffet. No complaints except that you can’t make reservations. Even the buffet wasn’t walk right in, we ended with a wait on our first night. It made for planning dinners difficult. Sometimes we walked right right in and ate super early, and sometimes it was an hour and a half. One of us would usually go check and put us down. During the wait, we would hang out around the pool lobby. Mornings, the Coco Café and Revive Bar were cool, and the buffet was yummy, for lunch too. TIP: what I know as an americano was actually a long-shot espresso there (learned that after a couple days lol). ALLERGIES/SENSITIVITIES: I’m dairy-free and menus seemed marked with dairy and gluten, however use your best judgment, some were questionable, and the language barrier was a bit surprising at times considering the industry, however it did contribute to the culture immersion 🇲🇽🏝️ If this is you, you’ll find not many options at the Italian (pretty much one), and select few at the others with the most at the Japanese restaurant, but TONS at the buffet 🙏 ENTERTAINMENT: Great staff! Fun things at the pools (bingo!), theater shows were better than expected, but some were more kid-centered. The kids entertainement and sections seemed very cool and fun, kids seemed to be having an amazing time. The fire show at the main pool was a nice surprise! TIP: If you go to the theater before 8:30-ish pm, you will find seats on the comfy loveseats/couches at the front. We used this often is a chill-out time and secured some great seating for the shows. PUERTO MORELOS: We took an uber (same app we would use back home), and flagged a cab back, about $25 USD one-way. Very cute town with a full superstore. We didn’t stay long, shops were ok, the usual, beach was more of a harbor, We didn’t eat there, but a lot of folks had great reviews about various little places there. SPA: We toured it, but didn’t use it. Seemed nice and houses the honeymoon suite. Expensive though! Preferred access gives each room ONE person’s acess to the hydrotherapy baths for 1 hour. Additional person would be $45 USD for that hour. We also got 20% services, but even with that the prices were crazy. ROOFTOP: There’s an option to obtain a daypass for $60 USD to be there, or to upgrade the room for around $100-$180 USD per night. We didn’t do either, and didn’t tour it. ROOM SERVICE: Comes with Preferred, but we didn’t use it, and we didn’t use their laundry service as previous reviews seem to indicate this was a hassle/expensive at this resort. WIFI: Worked great for us! No sign-in portal, no password security; so, use at your own risk ⚠️ Hope this helps! Enjoy!