Dreams Sapphire Resort & Spa

The hotel was good. The air conditioning in bed room was hot. The service was great the went out of the way for you. Pool opens at 10 am, to me kinda late. There was more cons then pros on this dreams property.

I booked an all-inclusive package at Dreams Sapphire Resort & Spa Puerto Morelos through Booking.com and was charged $2,148.12. When we arrived, the property only offered hotel and breakfast — not the all-inclusive package we paid for. We were traveling with two young children. Leaving the facility was not a realistic option — we had no alternative accommodations and could not uproot our kids mid-trip. We were essentially trapped and forced to make the best of a situation that was not what we booked or paid for. When I disputed the charge with my bank, Booking.com fought it and won — using the fact that we stayed at the property against us, despite us having no real choice. I then spent 58 minutes on hold with Booking.com customer service, only to reach agents who did nothing. Booking.com allowed a property to misrepresent its offering and made it impossible to get a refund. Do your research before booking anything "all-inclusive" through this site — what you see is not what you get.

Just on our last day here at Dreams Sapphire. We came as a family group of 13 people, ages ranging from 75 to 2 years old. We found the property was perfect size to be able to walk/get around and the times we had trouble a quick call to front desk and a trolly came to get us. The pool & waterpark were great for all, the only down fall was the very limited shade & having to wake up at get our towels on the chairs by 7:30am or it was tough to find a spot. The beach unfortunately was not useable and very sad to see. The sargassum/seaweed was far too bad to enjoy especially the smell at times. You can tell the resort is going their best cleaning and keeping it maintained but it is unfortunately out of their control. We did take an excursion to Isla Morelos which was amazing and highly recommended! The beach was beautiful & the water crystal blue. The food & restaurants were excellent! Alberto in the buffet was absolutely fantastic and truly made our meals great at the buffet with his service. He was very kind, attentive and interactive with the kids. He was a highlight of the trip forsure. The buffet restaurant itself is very warm, there are fans which are helpful if you get seated under one but if not there is no windows or breeze and can get very humid and sticky. The entertainment was good. You can tell they hire outside people to come and do the shows and some activities. It wasn't just the same entertainment group which I found was a great touch. There were a few activities that were posted but when we got there " they were full" for instance painting ceramics, with 6 kids and 3 adults looking to paint (we got there early and only 4 others were there at that point) they told us there was only "11" spots. Seemed pretty silly to offer/post an activity to an entire resort but only allow 11 people to participate. Many people came after as well and were denied. Same with karaoke & bingo. The shops and markets were extremely over priced. Try not to forget anything! I know the cost of everything has gone up but I'm talking about $45 usd small child floaties, $55 usd stuffed animals, $12 usd for a pen! Bracelets we paid $5 a piece for while at isla Morelos we're being sold for $20 in our resort. Our entire group decided to buy our souvenirs at the airport. Overall we were pretty happy with our stay at Dreams Sapphire. We have been to other Dreams locations and it lives up to the brand forsure. I will say the staff were amazing! Always kind, helpful, every time we passed someone while walking they all said hello or good morning/night. No one was miserable or unpleasant and that was great to see, I hope they are treated well because they definitely deserve it. Especially our room attendant, he was so kind & we appreciated him very much!!! I am having a hard time remembering his name but he was taking care of the rooms in block 720 from July 30- Aug 6 & he absolutely deserves the recognition!!

I think what makes this place so special is the kindness and quality of the staff. I stayed here for 2 weeks, and throughout that period, it seemed like every staff member genuinely enjoyed and cared about their job. A few people I had a friendly interaction with were Freddie, who took us to our rooms initially, but throughout our stay would give us lifts to different places if he saw us. Mer, who was one of the entertainers, was always very friendly and, with that, really made the entertainment special. Finally, Joaquin, who works at the bar. I went during the World Cup, and when England knocked Mexico out, I and I had a lot of 'banter' and joked about a lot. As well as that, everyone he served (and the other bartenders) looked like they were joking and laughing with customers. The only downside with Dream Sapphire is the seaweed, but that is a problem that they cannot control. Every day on the beach, a tractor attempts to move the seaweed, and on occasion, people did swim in the sea, however, most of the time it is impossible to clear all of it and the sea is never the crystal clear seas you will see online. The upside, however, is that the resort is now cheaper, and if you can overlook this, then you will get a good price for this resort. Also, if you desperately want clear seas, then you can take a day trip to Isla Mujeres, which has some very nice beaches and is a great day out. Overall I massively recommend staying here

Karen the chef was phenomenal! Jacinto was amazing!