Dreams Sapphire Resort & Spa

Lovely resort, second trip there, from the UK which says quite a lot. Hasty departure resulted in an iPhone that wanted to stay longer. Dreams Concierge service (Leslie) absolutely excellent at getting back to us, and organising getting the phone back to us as well. Tour operator weren’t great at helping, but the hotel when we contacted them direct were amazing. Whole stay and experience last time was the reason for returning again, we weren’t disappointed. Dreams really do go the extra mile in terms of entertainment too. Not our last stay with them, dependably a great stay, as ever. Thanks again!

We are currently 3 days into our 10 day stay here. I have waited to compete this review in the hope that things would improve. On arrival the staff were VERY welcoming and helpful. We were shown to the preferred club lounge because we had booked to stay in a preferred club suite. We received our welcome drink and the check in staff informed us of what the hotel had to offer and talked us through the map and restaurants. This felt to be of a great, high standard and at first we were impressed. We were then shown to our room. On arrival to the room it was a little bit of a shock after such a great welcome. The rug has what looks like blood stains on it. We immediately made great use of our slippers provided because the floor does not look/feel like it has been mopped for weeks. Our feet were covered in dirty/dusty/ sandy debris. The furniture is extremely worn and the couch looks stained. We made our way to the pool for the children to blow off some steam after a long plane journey. The sun lounger cushions look very old, stained and covered in bird poo. We thought we were just tired after our travels so we went for a quick bite to eat and then thought we’d feel better the next day. The sun loungers still don’t appear to be cleaned, neither does the floor around them. The sun loungers still appear to have LOTS of bird poo splattered all over them., meaning it’s not just a ‘one off’. The next day, our children went into the pool and have been cut quite badly on the unkempt tiles in the pool, multiple times. One of the cuts is quite deep and we received first aid for this one. The first aid guy saw us carrying our son out of the pool and came over to help. A big thank you to him for his help. We are currently making our way through a packet of plasters. On our 2nd full day here we have still not seen anyone attempting to clean the loungers or the pool. We were playing with sinkys in the pool and whilst diving down we can see the amount of dirt/ bits of rubbish lying on the bottom of the pool. It makes you not want to go in. The beach is covered in seaweed, which is unavoidable and not their fault but it means there isn’t another option for cooling off/ refreshing yourself in the humid heat. The room appears to have been cleaned on both days being here but the floor is still filthy and you have to wipe your feet before you get into bed. The ‘blood stained’ rug is still there. The good part about the holiday so far is the food and drink. The bar staff/ waiters are EXTREMELY friendly and nothing is too much trouble for them. The food has been good so far. The Italian and the world cafe are the ones we’ve tried so far and we have enjoyed both. We have been to other 5 stars in Mexico and unfortunately this hasn’t come close to the others we have been to.

We had a great time and a great wedding with the help of Lourdes Bustamante. She was very attentive and made sure every wedding detail was perfect and to our liking. The restaurants were good. The only con I'd have to say is the smell of the seaweed and kelp but it's nothing they have control over.

We are still in the hotel. Staff at a day to day level are fabulous, helpful, approachable and kind. Food overall is excellent. We booked preferred level and in part that has worked well. The whole hotel needs a refresh and updating. Beach has red flags and is unusable apart from walks due to sargassum. Not the hotel's fault at all but no notification at all. Air con in rooms is good. In public areas is minimal and non existent in buffet restaurant despite this being an enclosed area. This is a real issue. Main public areas are open to outside so are overly warm and not comfortable for staff or guests. Al a carte restaurants close any time and with no reason. So one night maybe you have 6 or 7 open and the next two nights maybe 3.if it's a 'closed' night then waits of up to 45 minutes are inevitable and frustrating. This could be a great hotel, and we like it but it's just not where it should be.

Just returned from a 6 night stay at Dreams Sapphire. While we enjoyed it overall, I’m not sure I’d return here. I’ve stayed at several resorts throughout the Riviera Maya, and this one gets a 6.5/10 from me. The staff were very friendly, very attentive and typically very helpful. The food was very good as well for the most part. The buffet was fresh, offered lots of choices, and the area was always clean (with the exception of a raccoon up on the rafter inside and a couple of birds swooping in, though not their fault). The al a carte restaurants were very nice and we especially enjoyed the Teppanyaki and the French ones - especially the AC! We did not care for the steakhouse food at all. The rooms were clean and nice, the AC worked wonderfully, and the mini fridge was stocked daily. We did encounter an issue with our lock and keycard battery dying, but maintenance was quick to get that fixed. The pool was also beautiful, clean, and relaxing! It was almost too hot to get in the last day, but that was just due to the weather and temp! Bar staff at the pool were good, but not as fun or friendly as other places we’ve stayed. The daily entertainment and entertainment staff were super awesome though! The reasons my rating isn’t higher include the following: The pressure to join their time share program is intense, uncomfortable and unnecessary. Your last step at check in is to meet with someone who tries to sell you on attending a meeting with them at one of their sister resorts for 2 hours in exchange for free massages, room credit upgrades, etc,. We were not interested, but almost every day (even at checkout), they hound you about time shares, how amazing their other resort is compared to this one, and it was just really a turn off for me. My biggest negative complaint was a “free shopping trip” they offer to Playa Del Carmen. If you’re interested, go look up Matises & Co reviews on here and save yourself the nightmare of taking the resort up on this free trip. It was a terrible experience and a shame that the resort even partners with these predators. They need to do better. The shopping trip to Playa doesn’t even take you to any area there that’s shop-able. My only other comment regarding the resort itself is that the grounds are not as plush, tropical, or green as others we’ve visited. They were always clean, manicured, and being watered, but the wildlife was scarce as was the tropical flora and fauna. Maybe it’s all young there still. Lastly, the seaweed issue was terrible! I don’t fault the resort for this one as it’s just Mother Nature, but the smell was awful, especially in the morning, and the beach and ocean were dirty, dirty, dirty and not usable. Again, I’m not blaming the resort for this, but if you’re looking for a beautiful beach to play or relax on, this is not the place. Just be aware of that and know it’s true of most resorts in this direct area. As a travel advisor, this one may or may not be one I’d recommend in the future. Depends on the pride to me to deem it worth it again.