Dreams Sapphire Resort & Spa

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.

I'll preface this by saying we stayed in one of the villas so review may be a bit biased on that front. I will say I do not think I would have enjoyed my stay here as much as I did if it were not for us being in the villa. My husband, myself, and our four kids (9, 8, 5, and 4) were very excited to come and enjoy the CARIBBEAN SEA. We are definitely "beach people" along with our kiddos, so turquoise waters were running through our minds as we got ready for our trip. Upon arrival to the hotel, which is a quick 20 minute ride from the airport, we were greeted at the entrance by our butler (included with booking a villa) named Adrian who was absolutely wonderful for our whole trip! As an incentive with booking a villa, our bags were left right in the lobby and he escorted us straight to our villa to do off-site check-in there, which was great; a nice perk to not have to stand in line at the lobby. Unfortunately, upon walking to the villa, we were immediately hit with this very unpleasant smell. Very STRONG, and very unpleasant. Adrian then explained the smell was the abundant amount of seaweed (sargassum) that, unfortunately, has currently taken over the beach. To say I was shocked when we later walked to see the beach is an understatement. My family and I just stared in disgust and disappointment as we realized this "beach" vacation had turned into a "pool-side" vacation (see photos for a visual). All we saw was a very thick line of brown seaweed that spanned as far as we could see. There were no beach lounges or anything on the beach because it was simply out of service; no one was going to want to lounge there. This was a HUGE DISAPPOINTMENT for us. I feel the resort should update this issue on their website. Do not show pictures of clean blue water and sandy beaches if this is not what a person receives upon arrival. In my opinion, this is 100% false advertisement. I understand the seaweed is out of their control (they were removing it every day but it made zero difference), but it is in the control of management to portray an accurate description of what the beach at the resort is like, at this time. With that said, I am so so SO thankful that we booked a villa! While the sargassum smell was everywhere (your nose would get more accustomed to it at times), the villa stay was 5 stars. It was newly built and beds were comfy, bathrooms and showers were great (spacious and good water pressure), it was clean, had turn down service, and very important to those with young kids is that we could not hear them being loud downstairs while my husband and I slept in. The private pool/backyard was AMAZING. We loved how private and well landscaped not only the backyard was, but also the area where the villas were. You really felt special being in your own secluded part of the resort without having too much foot traffic, noise, etc. Adrian would check in with us every morning about what events were taking place that day, what restaurant we wanted to reserve for dinner, and basically ready to help with whatever we needed. Had it not been for the villa experience, I would have rated this resort 3 stars instead of 4 (because of the beach situation). Most days, we would sit at the public pool area for a few hours, go to the water slides area, and then have lunch and go back to spend the rest of our day in our private oasis. We'd relax and order room service - highly recommend the chicken fajitas! Being in the villa and its serene environment really made me forget how horrid the beach was. It was also really nice to be away from the general public at times yet still have a pool to swim in for hours. The resort pictures of the villa are very accurate. Service across the board was great. Everyone was friendly, everyone smiling and saying hello as you pass by them, waitstaff were all attentive to your table. Zero complaints about service. The only thing that stands out is the area near the outdoor lunch (near the slides) needs much more seating. If you don't get a table, you take your plate with you to your lounge chair. We also used the on-site photographer called Adventure Photos to take family pictures and we were happy with the experience. Would recommend. The food was your typical all-inclusive resort food. Lots of options, some stuff being more tasty than others. Overall, our kids loved the food and I thought it was fine. Again, I wasn't expecting 5 star meals. I particularly enjoyed my risotto at the Italian restaurant, the steak at the French restaurant, the hibachi, the pad Thai at the Asian, and the short ribs at the seaside grill. Overall, this was not the vacation we were looking forward to. The people were great and we made the best of it, but I'm already researching our next beach vacay in the Caribbean where we will have a guaranteed amazing beach.