Dreams Tulum Resort & Spa

Sold as 5 star resort. As under a large constitution did not get the opportunity to avail of many preferred services as closed. Noise from jack hammers disturbing during day at pools and sugar reef bar. Tired rooms, food not the best except for Portifuno Italian restaurant. Which is beautiful ambience, great service and food much better then other restaurants. Beach concierges and bar staff at preferred beach went above and beyond. Sadly lots of seagrass so unable to swim in the ocean. Spa was beautiful and massage very good but very expensive compared to London. Would consider this more 3 star at the moment. Construction supposed to be finished in November. Not sure about that, think it will be much longer. Would like to see when totally finished and back to 5 star for facilities. The amazing staff however I do give 5 stars to. They made our holiday less dissapointed with their attention and excellent service.

Perfect location for kid's... we loved it thank you TANIA, ZAMNATHA, FERNANDA, XALLY AND Leslie. My 9 and 6 year old had so much fun i recommend it so much. For a parent we had a peace.

Under construction but has great potential to be better soon. Will consider going back if issues are acknowledged and corrected due to construction, beautiful property and grounds.

Dear Dreams Tulum Resort Management, I am writing to formally express my disappointment and concern regarding my recent stay at Dreams Tulum Resort & Spa, which was booked through Expedia. Unfortunately, the experience fell significantly short of the expectations associated with both the Dreams brand and the information provided at the time of booking. The most significant issue was the lack of disclosure regarding the extensive renovations taking place throughout the resort. At no point prior to our arrival were we informed that construction activities would affect various areas of the property. Had this information been communicated in advance, we would have had the opportunity to make an informed decision regarding our vacation plans. The ongoing renovations substantially impacted our stay, particularly the dining experience. Several food venues and dining options were either unavailable or operating under limited capacity. We selected this resort specifically to celebrate a special occasion and anticipated enjoying the resort's restaurants as part of that celebration. Unfortunately, due to the limited options available, we were unable to have the special dining experience we had planned, which was a major disappointment. In addition, I have gluten sensitivity, and the resort offered very limited accommodations for guests with dietary restrictions. Finding suitable meal options was difficult and added unnecessary stress to what should have been a relaxing vacation. We also experienced multiple maintenance and functionality issues in one of our rooms. These concerns were reported promptly; however, the response from management was unsatisfactory. The compensation offered was minimal and did not adequately reflect the inconvenience and disruption caused by these issues. More troubling was the attitude displayed by members of the management team, who made us feel as though we were requesting special favors rather than seeking a reasonable resolution to legitimate concerns. As paying guests, we expected transparency, quality accommodations, attentive customer service, and a vacation experience consistent with the standards advertised. Instead, we encountered undisclosed renovations, limited amenities, inadequate dining options, room deficiencies, and poor customer service. I respectfully request that Expedia and Dreams Tulum review this matter and provide an appropriate resolution. Specifically, I ask that you consider compensation that fairly reflects the diminished value of our vacation experience due to the undisclosed renovations, restricted dining options, room issues, and overall impact on our special celebration. I would appreciate a written response outlining the steps that will be taken to address these concerns. I can provide reservation details, photographs, and additional documentation upon request. Thank you for your attention to this matter. I look forward to your prompt response and a fair resolution. Sincerely, Olayinka Moore-Ojo Email: yinkacharles@gmail.com Phone: 214-293-6947 Reservation Number: ____________________ Dates of Stay: June 18–22, 2026 Dreams Tulum Resort & Spa Booked Through Expedia

The hotel is dated and needs a huge revamp both on the rooms and food quality The beach has sargassum so don’t expect that you can enjoy the beach with the smell If you are preferred member the service of the staff in that section is very good and they are trying to make you feel better with all other things going on.