Dreams Tulum Resort & Spa

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.

Great location and easy trip from fairly new airport in Tulum. Upgraded room was wonderful and easy access to bar and Cafe. Purchase a vacation package for very reasonable price. Stayed 5 days, had great food at a variety of restaurants plus good pool and beach service. Reyes was awesome on setting up our chairs and table poolside or beachside daily and Santos came by often to check on us for drinks or food. It was very relaxing!

Good: pool grounds clean and surrounding areas clean, lots of greenery, santos waiter at pool area and geysler was top tier, both of them were excellent but Santos really was on top of everything. Reyes was also excellent Maintenance responsive Has 24 hr room service Waiters at seagrill and Asian restaurant were good also. El patio restaurant had good food but chip salsa stale. Tried to do fiesta and other activities good in therapy but the food was not the best. Silent party was fun Bad: app doesn't correlate with activities and restaurants open, limit activities some days. beach is not usable due to Sargassum and the smell it horrid, food is not very good most of the time. They serve old chicken and hash brown some days unseasoned, breakfast buffet was very limited for meats lots of swine , large variety of food containing tons of veggies tho, some restaurants open 2 or 3 at most out of 7, first come first serve they can be selective on who they make wait to be seated. Room service you have to call from room vs request from app. Not a large menu and no real deserts it truly was lacking. Doesn't seem they have a lot of staff sometimes. Some doing multiple jobs. wasn't told it was construction and my room I ordered wasnt available initially was placed in a ground floor near construction room away from everything smelt like mildew then switched us to another room bigger better location better view but very dated after complaining. But still drilling in the day waking you up. Never was told by hotel of construction or room change. They did give us complimentary canopy sun beds at the beach but it smelled and looked so bad in the preferred sections not worth going as no one of there. Preferred section and added benefit was a waste truly. We switched to the pool area. No food options outside of burger and fries from 1030-630 some days but other days buffet open and unless your in your room and get room service but that menu also limited. Entertainment again is not the best but it's ok. Erick was awesome tho. Not a lot of stuff to do after 10 or 1030 once show end. No real amenities for it sport bar be dead. I had to ask for robes and shoes smh. Doesn't feel like a 5 star hotel maybe a 3.5 or 4. Not sure if it's better once construction stop I wouldn't stay again some of the four star hotels run circles around this so call dream resort in food and experience

My experience was not pleasant at all. The hotel is old with a strong moldy smell. The beach was closed for swimming due to a large amount of algae that, besides polluting the water, had a strong odor that bothered me a lot. It was impossible to visit the restaurants because they were always closed, and when they were open, there were never any available seats. Only one buffet restaurant was open, and there were always long waiting lines. It was really frustrating.