Dreams Sapphire Resort & Spa

Great service from Edwin de BlueWater restaurant!!!! Awesome restaurant in the all inclusive resort. Very elegant experience

We were served by Ivan and Sergio at the buffet all week. We had an excellent welcome and service. Very attentive and friendly.

We just returned from a 10-day stay at Dreams Sapphire Resort & Spa in Puerto Morelos. While the resort grounds are beautiful and many staff members work hard, one key negative experience during the last two days completely changed how we felt about the entire trip. We arrived with World of Hyatt status, yet due to mechanical issues in our original room, we chose to pay out of pocket for an upgrade to continue enjoying our stay. Unfortunately, this gesture was met with a surprisingly cold and unwelcoming attitude from the wait staff at the Indigo Rooftop Bar—a premium space within the resort. We visited the rooftop bar after upgrading, expecting a warm, relaxing experience to match the setting. Instead, we were made to feel out of place and unwelcome. The service was indifferent at best, and there was a clear lack of hospitality. To make matters worse, the rooftop area appeared to be undergoing some light renovations—something not communicated in advance. I’ve included photos in this review to show what the space actually looked like during our visit. For a space promoted as exclusive, it felt incomplete and lacking in service. This encounter left us disappointed and frankly uncomfortable—especially given our loyalty to the Hyatt brand. It’s unfortunate that this happened during the final days of our trip, because it became our lasting impression. As for the beach, it was completely unusable due to overwhelming sargassum. We understand this is not the hotel’s fault and that it’s a regional issue. That said, the beach felt abandoned and empty throughout our stay. We still made an effort to enjoy the area and tipped the beachfront staff, who remained kind and attentive despite having very few guests to serve. In summary, while the property has potential and a few standout employees, service consistency and guest experience—especially for loyal customers—need serious attention. We left feeling disappointed and unlikely to return.

Blue Water Grill is the best! Delicious food and the staff are amazing and hospitable. Have been there twice and twice Edwin was our waiter. He was Super friendly, super attentive, and just over all great!!

Just got back from 7 days in an indigo villa. While there were a few star employees who really went above and beyond, I was really disappointed by the property. 🐜 bugs in the villa- exterminated twice 🍔 kids options were disgusting. Hamburgers & chicken nuggets had an odd texture. Fries not available from room service. 🤕lots of sharp edges in the pools; multiple cuts 👃 smells like elephant poop 💸 lots of extra costs to truly enjoy the resort (want a table where you can see the shows? You’ll need to buy a bottle of wine 🏚️buildings are In disrepair 👎pool & villa concierge were not helpful 🍽️ room service takes 1+ hour(s) Yes, tipped well & often. Just didn’t live up to the hype of some of the other reviews I’ve read on this page. Book with Extreme caution.