Dreams Sands Cancun Resort & Spa — Hotel in Cancún

For the price you can do better. We went early Jan 2025, had two rooms on the 7th floor - 'Preferred Club' incl a ocean front double and a king balcony. The door for the balcony is a plexiglass (?) storm door which did not seal correctly and the wind howled consistently. The main pool is tiled and missing a significant amount of the tiles. Beach chairs are typical, 1st come - we had no problem getting chairs before 930 am. Chairs in the sun seem to go faster than those under the shade. Significant portion of the beach is used for a volleyball court, reducing the sunny area for sunbathing. They ask that you leave personal items not just the beach towels to reserve your chair.

The Preferred Club up-sale provides access to 2 bars - one adjacent to the 1st floor preferred check-in area and the other adjacent to the preferred pool area, and breakfast at a smaller buffet that doubles as the Mexican restaurant (El Patio). The preferred bars offer some "upscale" liquor like Belvedere or Jose Cuervo 1800. The smaller preferred breakfast buffet offers the same food as the primary buffet - called World Cafe. As we used these facilities no one ever asked if we were preferred club - the only uncertainty here is you need a keycard for the 1st floor preferred check in area, not sure if any keycard will work. The bartenders at all the bars were great. Although some bars were frugal with straws citing sustainably for their reluctance to provide straws with frozen drinks.

The hotel does not take reservations for the restaurants, with the exception of Himitsu's hibachi tables (see below). In general, anytime we went to a ala cart restaurant we were told 45 min wait and given a pager device to know when the table would be ready - which in reality was closer to 75 minutes (sometimes despite empty tables).

Lunch is generally only offered in 2 locations, World Cafe or Olio.

The World Cafe (buffet) is bad, seriously. The selection did not change, we never saw chips, salsa, guac, tortillas, etc. The "fresh" area would have a few full l0065afs of lettuce, carrot shreds, etc. no pre-made salads or sufficient ingredients to make a nice salad. I try to eat salad with lunch and dinner and didn't have one from this buffet restaurant during our entire trip (very disappointing). The World Cafe gets subdivided in the evening with a curtain patrician and that is called Portofino which is the dinner Italian restaurant. Portofino food was pretty good.

Olio is a open air lunch restaurant by the pools and only open for lunch. The caesar salad was good, as was the fish tacos, chips and salsa (nachos are on the menu w/o guac, we just asked for chips and salsa).

Gaucho Grill is their dinner steak house and the quality is low and the food was repeatedly under cooked, medium rare orders were served rare and medium steaks were served med/rare. The steaks are thin, the filet looks like your being served one half of a butterflied filet. Same with the strip steaks, thin, small and under cooked. The chicken classic salad, empanada and crab cakes and strudel were good.

Himitsu is the dinner Japanese steak house (hibachi). There are only 3 hibachi tables, the other tables are served food from the kitchen. The hibachi tables and tables served from the kitchen are all good. The menu is nice, with lots of options. The draw-down is to eat at the hibachi tables you have to get in line at 2:30 and wait till 3 when they take the reservations. Since there are only 3 tables, seating 8 people at each table those that arrived after 2:40 and waited till 3 were sent away without a reservation.

Coco Cafe - "coffee, snacks and ice cream" was disappointing. They offered the same pre-made crust-less sandwiches on white bread cut in quarters the entire trip, 1 option that's all you get - hope you like mayo. Ice cream (3 flavors) is cut off at 5pm, and is offered on a cone, no sundae, no shakes. On occasion they had stale warm pretzels. Mind you this is their day &...

Do not stay here!!!! They will lie to you and take your Money! Long post but Must Read! Upon arrival to the resort, we were greeted by a gentleman named Jaime. He was very nice and polite and offered us 2 options, we could get a FREE couple massage OR one romantic dinner outside on the beach Plus $100 to spend at the hotel only. My husband and I decided to go with the Romantic Dinner and the $100 hotel credit. For us to get this gift, we had to go have breakfast at their partner hotel called Breathless. While at Breathless resort we would have to do a tour and hear about the experience we would have if we were Members of their resorts. We were told that this would take 90 minutes (1 hour 30 minutes) Jaime also told us that we were not going to be pressured to purchase the membership to their hotels that we could simply just say “no thank you” and leave. We went the next morning did the whole tour thing, and what was supposed to be 1 hour 30 minutes turned into 3 HOURS and 30 Minutes!!! After we said NO we were not interested in becoming members (because the price is ridiculous) they had supervisors and upper management people come and talk to us to TRY and persuade us to become members! We kept saying no we are not interested, and it just kept going on and on. After over 3 hours I was completely annoyed at this point and just wanted to leave, so I hurried up and signed forms that were given to me and left because we had other plans for the day. When we were at Dreams Sands, they had an event Friday night 9/19/2025, and we could have our own table and eat their buffet if we purchased a bottle. My husband I thought okay yes because we have that $100 that we could spend at this resort so we confirmed with the guy that was in charge of the sitting arrangements for this event that we could use this $100 credit for the bottle for this event and he said “Yes of course, the $100 cost of the bottle will be charged to your room and at check out, you tell them you want to use the $100 hotel credit that was given to you” so we did just that. Fast forward to check-out day, the lady checking us out let us know we had a $100 charge to our room, I told her we wanted to use the $100 credit that was promised to us. She stated that there was nothing in our account to show that we were given that gift, and that we would have to pay for it out of pocket, the only thing that showed up was the romantic dinner. I was very angry and asked to speak to Jaime since he was the one who promised us that- well, he was not there. I asked for a supervisor, but he was not there. They told me I had to call later to speak with him. We had a flight to catch so we had no choice but to pay the $100. Once we got to the airport, I called the resort to ask for the supervisor and he was there, so I explained my situation to him and he pretty much laughed at me and said that since I left the hotel, there was nothing they could do and I should have fixed this before leaving. Very Rude and unprofessional, I asked to speak to someone higher than him, and he kept saying he was the boss! We went back and forth until he finally said that his boss was not working that day, so I would have to call another day. Again, customer service was horrible. He said they do not do refunds, that there is no way for the hotel to issue refunds (which is a complete lie). I will be calling the Hyatt Corporate office to complain and whoever else I need to about this. Thank God we decided not to become members because this place was awful! Also, when we did the romantic dinner, they served a corn cream soup which had a piece of hair in it! I Do Not Recommend Anyone To Stay Here!! I cannot imagine how many other people have been scammed about the $100 credit, this is what they do to make more money from their customers. I have been to Cancun several times, and there are Way nicer hotels and better customer service at other resorts!!!! Will never return and will not recommend to anyone, especially if this...

Long review but worth reading to save yourself a huge disappointment...I've included some photos I took of the room second room and third room we were moved to after numerous problems with our first room, so you can see a small glimpse into what we saw and experienced at Dreams Sands. It's called Dreams because you will be wishing and dreaming you had stayed somewhere else.

The walls and curtains were visibly very very dirty with stains, stuck old dried food, hair, and even blood on the walls. Lots of black hairs (we do not have black hair) on the floor and on bed pillows. The surfaces of the furniture were never cleaned and had old food/drink residue and stains. The toliet was visably broken and half the time didn't flush, missing receptacles, and the air conditioner was broken. We had to have maintenance come multiple times.

As you can imagine this was a huge disappointment after saving for a long time and spending thousands of dollars to come relax in a beautiful vacation destination that was far from being beautiful. We have no problem with the resort being older, but we do expect it to be clean.

We came to relax and that did NOT happen. Besides the room, there were 2 large parties that were there the entire time we were, that were out of control with their loud, obnoxious, rude behavior. One was a large group of teens for a high school trip that over took the resort, and another was a very large wedding party that were causing commotion daily. Threatening guests that they were going to "kick your ass", yelling security workers to F off over and over and we were woken up nightly between 2 am - 4 am when these drunk groups decided to come back to their rooms.

Even at breakfast and lunch these wedding party people would shout and yell from inside the restaurant to communicate with their friends who were outside instead of getting up and walking outside to have a conversation. Employees would just look at each other like oh my gosh! but nothing was done. These adults were also on the kids only trampoline in the ocean and sadly the next morning it was half deflated and being drug out of the water because they damaged it. They even took fun away from kids because they chose to not follow the rules and nobody enforced them.

Underage teens, served disgustingly high amounts of alcohol, leaving their drink glasses in the ocean where we saw one lady step on one, and we even witnessed these teens literally falling down out of the elevator they were so drunk. Yet the continued to be served more alcohol 24/7 day after day. We watched them flash cash under the table at the waiters at the dinner restaurants to get more alcohol and they got it. These teens even flooded the main bathroom off the lobby to where it caused the restrooms to be out of service for hours.

We spoke up to concierge about both of these groups and were told they had received several complaints for both parties already. Yet nothing was done! It's very sad that rowdy out of control teenagers and grown adults there for a wedding were allowed to ruin the vacations of so many other guests.

We came to celebrate a birthday and notified the resort prior to arrival by phone and email if the celebration and date. We saw online that they decorate the rooms and thought this would make the day special. Well the birthday came and went and there were no decorations. We went to dinner at the Mexican restaurant and told the manager before we were seated that we were celebrating a birthday that night. We saw photos online of guests being given a piece of birthday cake with a candle at dinner. Again, nothing was done to celebrate the special day at the dinner either.

I could go on and on with more examples but I think this gives you a small glimpse at what a huge disappointment Dreams Sands was for us. We LOVE Cancun and have been over a dozen times. We have never experienced such disappointment before, nor ever been in tears on vacation wanting to just go home until we visited...