Dreams Sapphire Resort & Spa

A disappointing All Inclusive hotel, with limited drinks choice and very average food in the "speciality" restaurants. The main buffet restaurant has no windows and was not an enjoyable space to enjoy a meal. The public spaces got very dirty during the day and the hotel had some plumbing issues with toilets - not pleasant. The pool and beach area were good, if somewhat crowded and bar service was prompt. However, having stayed at other All Inclusive resorts in Europe and The Americas this is a poor option for the price.

Nice hotel with some great trips available, like a free shopping tour with tequila tasting. The pool entertainment is fun, especially the aqua aerobics with Abraham; he is brilliant. For the evening entertainment, there are external groups that come in, which are very talented. There is good poolside service for drinks, so you don't have to get them yourself, although there is a bar if you want to get them yourself, which you can also access from the pool.

My husband and I had the privilege of having our wedding ceremony at this resort. When people think about one of the most special days of their lives, they day dream about it, and of course we did. The bridal team at Dreams Sapphire not only took our desires of what we wanted our wedding day to look like, they surpassed our dreams looked like already. The floral arrangements were spectacular, the service we received was immaculate and always helpful while being ahead of schedule. The views from our venue, which was the SkyRoof Top was breathtaking. Set-up and take down was smooth, quick, and gorgeous with each portion of the night as it continued. The wedding coordinator Ms. Bustamante was so accommodating, and had great communication with us through the whole process of planning and the day of. We could not have had a more perfect day. I also left a review for the photographer on the resort, if you want to read about our experience with him. Nothing short of amazing! 10/10 would recommend staying and having your wedding here, we plan to come back very soon!

The staff are super friendly. The upscale Indigo area is nice but you can tell it was hastily built. The tub would leak. The lamp cord was broken. I got food poisoning and the staff blamed it on alcohol (didn't drink that day) and too much sun (I hadn't been on the beach) . Their response was cold. The only reason I am not giving it one star is because the staff are really lovely and accommodating. Just don't get sick, the management won't care.

I do not generally write reviews (good or bad), although on this occasion I feel that our experience should be shared. This was a family holiday with my husband, myself and two children (14 and 18 years old) - we had booked two rooms, and as our daughter has a medical condition we had requested that the rooms were next to each other, which the hotel were not able to confirm at the time of booking. A few days prior to our visit, I emailed the hotel again (15th December) asking them if they could now confirm this, as we would be arriving on 19th December and it was only a few days away, fortunately they emailed me back and confirmed that the rooms were next to each other, which put our minds at rest and we were really looking forward to spending Christmas in Mexico. After an 11 hour flight we arrived at the hotel to be told that we only had one room for 2 people allocated to us, we were seen by a young man who did his best to find out what had happened, although was at a complete loss (as we were) and we were then passed to his colleague, Jose Romero. His treatment towards us was appalling - he told us that one of the rooms had been cancelled, which either we must have done or British Airways had - we said that obviously we hadn't cancelled it nor had British Airways and showed him our booking confirmation from BA and proof of payment of the holiday, which clearly stated x 2 rooms (One with a double bed and one with x 2 singles) we showed him a copy of the email that his colleague had sent us confirming that the TWO rooms were next to each other (which was dated only a few days prior), which he said was 'strange', although the reservation was only showing one room for us. At this point as you can imagine we were starting to get frustrated, we were exhausted, our children had been sat in the reception for over 2 hours and we were being told we only had one room allocated to us for our entire holiday (which was 10 days) We said to him that the Hotel had obviously made an error and that they need to sort it out -to which he replied rudely "I am trying to sort this out for you", he said that he was well within his right to charge us in full for an additional room, although as a gesture, he would put a hold of $850 dollars on our credit card for one night and that we would have to contact British Airways first thing in the morning and get them to confirm that two rooms had been paid for by midday or payment would be taken from our card and the room card would be deactivated. I can honestly say we were speechless, what sort of 5 star customer service is that !!!! clearly an error had been made by the hotel somewhere between the 15th Dec to our arrival on the 19th Dec, rather than try and sort the issue out professionally - i.e reassuring us that they would resolve this for us and not to let this ruin our trip, instead he blamed us for it, told us we had to sort it out ourselves by the following midday, withheld money from us, and told us we should be grateful! Fortunately we managed to email British Airways first thing on the Saturday morning, they came straight back to us and were fantastic, they confirmed that payments had been processed to the hotel and 2 rooms should have been allocated to us on arrival, they said that they would contact the hotel immediately and that we would not be bothered by them again - (this is 5 Star customer service) . We went back to the front desk and fortunately spoke to someone more helpful - they advised that BA had been in contact and that they would authorise the hold on our card be removed, although it could take up to 10 days!!!! he also said that he had no idea why this had been withheld from us and where the figure of $850 dollars had even come from!! In hindsight we should have complained to the Hotel Manager, although we were so taken back by the treatment we had received by front desk on arrival, we weren't actually sure if complaining would have helped or made things worse. Sadly we never received an apology (apart from British Airways on the Hotels behalf). We did start to enjoy the holiday after a few days and the rest of the staff were lovely, very friendly and really helpful (Christina especially was lovely, always smiling and bringing drinks to everyone around the pool). We did have another issue when my son had some chicken cooked him, well I say cooked (it was raw), thankfully he realised, otherwise he would have been very very poorly. Its such a shame that such basic things have let this Hotel down - i.e manners / checking that meat has been cooked through. Had we not experienced these issues, without a doubt this would have been a 5 star holiday! I look forward to receiving the automated response. Dear Guest, BLA BLA BLA