Dreams Sapphire Resort & Spa

The Dreams line continues to come through as a great experience. This is the fourth time we've used them in different locations and we won't use anyone else. I highly recommend.

This was a very tough trip for us. We have been members of UVC for over 10 years and have a premium status. We loved our experience at Sapphire last year and wanted to return as a family. We booked the Family Villa complete with private pool, same as last year. My parents and parents-in-law were also booked. Because it was a special week, we could use none of our pre-paid weeks, so this was all out of pocket. When we arrived, the hotel was not prepared for us. The pre-visit UVC email that I responded to went ignored. We were not checked in at our Villa and when we eventually did arrive at the Villa, it because apparent immediately that this was going to be a problem. My other two rooms, by contract, were supposed to be upgraded two levels or to imperial suites, however they were put in the middle of the jungle on a three floor walk up on the other side of the resort. We were situated, by virtue of where the Villas are, right next to the neighboring construction zone. Because they have to drill pillons into the sand, there were large cranes, and banging pillons from 8-6:30 each day. The sound was unacceptable, the dust and debris made our private pool area unusable. They offered to move us to another villa, but all of the villas had this same problem. So much so, they closed down the private dining located at the entrance to the Villas. They knew about the construction, they did not disclose it. Had they, I would have gone somewhere else. No hard feelings, but they set the expectation, and the price, of an amazing experience and failed to deliver. When it came to our butler service, they are pretty much only available to make dinner reservations at 6 or 9pm and handle spa requests. Do not expect your butler to be willing to help you get lunch. Think more advanced help desk. I am so dissappointed in my membership and my exerience. I spent over an hour each day trying to communicate with UVC, my butler, or the hotel about my accommodations, dinner timing and quality issues, and seeking information on whether or not we would be given a requested refund for a night at the beginning of the trip we were unable to use due to plane issues. We ended up leaving at the end of the vacation with absolutely no communication or response to any of my concerns. Nor did I have any reasonable hope that ANYONE at the resort or within the club would be going to bat for me. I am embarrassed by my club experience and the experiences that I have begun having with the hotels and their staff. I cannot recommend this resort to anyone. Some notable misses that don't arise to this same level of terrible: * The jewelry shop was bare and didn't have half of the items it did last year * The Private Pool on the third floor that says it is reserved for Club and Villas is not actually reserved for the Unlimited Vacation Club. They have a building that apparently is some other designation of club. So while I could use it as a villa guest, my parents who were given preferred status based on my membership could not and were turned away to my horror and embarrassment. * The pool deck was a mess of garbage most days * The seafood restaurant only has a fish option for seafood. It was dry. * The coffee in the cafe was burnt every day. It was better at the restaurants. * We had persistent Wifi issues throughout our stay. * The spa beds were cold.

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.