Dreams Jade Resort & Spa — Hotel in Puerto Morelos

We just returned from an amazing 5-day stay at Dreams Jade Resort & Spa, and I wanted to share a comprehensive review for anyone considering this resort—especially those looking at the Preferred Club experience. This was a couples trip—just me and my boyfriend—and we were really looking to relax, connect, and enjoy a bit of luxury. Overall, we had a fantastic time, and I hope this review helps others plan their trip.||🌅 The Room|We stayed in a Preferred Club Ocean View King Suite (Room 8309), and it was absolutely perfect. I truly can’t imagine a better room. It was beautifully designed—clean, spacious, and modern—with a large balcony and an incredible, unobstructed view of the ocean and the Preferred Pool.|We loved how conveniently located it was—just a quick walk to the pools, lobby, restaurants, and Preferred Club amenities. The room layout didn’t have the step-down we’ve seen in other suites. It felt seamless, open, and very functional. There was plenty of space, and I honestly have zero complaints.||🥂 Preferred Club Perks – 100% Worth It|The Preferred Club experience is what really elevated our stay. The vibe on the Preferred side compared to the main resort is like night and day. The Preferred Pool felt like a whole different resort—quiet, upscale, and so much more relaxing. The service was exceptional, and if you’re on the fence about upgrading: do it. It’s absolutely worth every penny, especially for adults looking for a more elevated and peaceful experience.|The Preferred Lounge became part of our daily routine—our first stop in the morning and our last stop before heading to the room. It’s a great place to grab a mimosa, quick snack, or coffee. ||Mari, the bartender in the lounge, was one of our favorites. She remembered our drink orders and was always sweet, efficient, and welcoming. While we didn’t hang out in the lounge too long, it was so nice to have the option to drop in any time.||💦 Preferred Pool Dream Team*|The staff at the Preferred Pool was truly next-level and made our trip unforgettable. Huge shoutout to this amazing team:|• Ivan Garcia, Concierge – Friendly, helpful, and proactive. Ivan helped us with pool chairs, answered any questions, and was just a lovely presence every day.||• Angel Pinto, Server – Angel was an absolute joy. Always smiling, attentive, and even remembered our drink preferences. He made me smile every single day with his great energy and service.||• Omar, Bartender – Made the best drinks of the trip! He was by himself on the pool time for our whole trip but, we never waited at all for drinks. Always accommodating and fast.||🍽️ Dining & Room Service|The on-site restaurants were okay—not amazing, but decent. Our favorites were the Italian restaurant and Castaways, where we had an enjoyable meal.|Room service, however, was a major letdown. We gave almost the entire menu a try, and the only thing we’d reorder were the chicken fingers. Everything else just fell flat.|One major highlight of our dining experiences was Antonio, who served us at Castaways and the French restaurant. He was fun, friendly, and really embodied the vacation spirit. You could tell he was a guest favorite—and for good reason!||🏖️ The Beach (and the Seaweed Situation)|Unfortunately, the beach was unusable during our stay due to extreme sargassum seaweed. The resort staff worked incredibly hard—constantly shoveling and using equipment to remove it—but the seaweed was in giant piles along the entire shoreline. At times, the smell was overpowering, and you could even catch strong whiffs of it from the pool area depending on the breeze.|It was disappointing because the ocean view is gorgeous, but we simply couldn’t spend any time on the beach.|That said, we didn’t let it ruin our trip. Between the pools, the Preferred Club atmosphere, and the exceptional service, we still had a relaxing and memorable stay.||👶 Would I Bring My Child Here? Would we return?|As much as I loved our stay, I wouldn’t bring my 10-year-old son here. The main pool is beautiful, but I don’t think it would be enough to keep a kid entertained for multiple days. There is a kids’ club and some activities, but overall, a no for me on this. ||That said, I would 100% return for another adult trip—whether it’s another couples' getaway or a girls’ trip. The vibe, service, and relaxation made it the perfect destination for adult downtime.|I’ve stayed at Barceló resorts and a few others in the area in the past, and Dreams Jade was definitely one of the best.|__|Final Thoughts:|If you’re planning a getaway and want that extra level of service, quiet, and comfort, the Preferred Club at Dreams Jade is absolutely worth it. We left feeling refreshed, pampered, and already talking about coming back. Just be aware of the beach conditions depending on the time of year—but even with that hiccup, it was still a...

Update: I received the same generic response from dreams and air transat clearly they do not care!DO NOT WASTE YOUR MONEY HERE!Complaint Regarding Stay at Dreams Jade Resort and Flight Experience

Dear Air Transat Customer Service,

I am writing to express my deep dissatisfaction with my recent experience, both with the flight to Cancun and the accommodations at the Dreams Jade Resort, which were booked through Air Transat.

Flight Experience: The flight itself was unpleasant from the beginning. Despite purchasing the Option Plus package, the air hosts nearly forgot to provide the services included, and we had to remind them ourselves to receive the benefits we paid for.

The flight was filled with children yelling throughout its duration, making it difficult to have a peaceful journey. To make matters worse, a child sitting in front of us soiled their diaper, and the parents kept the soiled diaper for the entire flight. This created an unbearable odor in the cabin, to the point where we could barely breathe.

Cancun Airport and Transfer to the Resort: Upon arrival at Cancun Airport, there were no clear directions on where to wait for the bus to take us to the resort. We had to wait over 25 minutes for the bus to arrive and then endure multiple stops at other resorts before reaching our destination.

Dreams Jade Resort Experience: When we finally arrived at the resort, we had to wait an additional 15-20 minutes before being let in because, according to the staff, there was only one bellboy available, despite seeing multiple staff members upon entry.

As we were waiting, we were approached by a gentleman who claimed to work on behalf of the resort but was actually trying to sell us a timeshare upgrade. This was the last thing we wanted after such a long and exhausting journey.

We were initially told we would have to wait until 3 p.m. to check into our room. However, being too tired to wait, we accepted an earlier room. Unfortunately, when we entered the room, it smelled strongly of bleach. Upon further inspection, we found hair on the bed, mold on the lampshades, a dirty tub, and an overall unclean bathroom.

We contacted the front desk and were moved to a second room, only to find similar issues. The second room had a moldy smell, and the refrigerator did not work. We ended up changing rooms a third time, where we found that the water did not get hot, the air conditioning was not functioning properly, and the bathroom cups were dirty. Additionally, neither of the previous rooms had functioning refrigerators.

We requested washcloths multiple times and were shocked by the response. The first time, someone brought us a blanket instead. We had to call three times before receiving the washcloths we requested.

The Wi-Fi service throughout our stay has been very inconsistent, making it difficult to stay connected.

The amenities on the non-preferred side of the resort are not as advertised. The resort's pictures show a completely different standard. The non-preferred side has plastic chairs, whereas the preferred side has metal chairs, which are significantly more comfortable and aesthetically pleasing. The non-preferred side does not reflect the luxurious experience portrayed in the resort's images.

Furthermore, two of the resort’s restaurants have been closed for the duration of our stay, limiting our dining options even further. This is extremely disappointing, as the resort was advertised with multiple dining options, which influenced our decision to stay here.

Dining Experience: To add to our frustration, we went to lunch today at the Mexican restaurant, which had to be relocated indoors to the seaside area due to rain. I placed an order for ceviche, and my girlfriend ordered beef tacos. They brought her shrimp tacos instead, and they completely forgot about my ceviche, which was never served.

AC Issues: Another major issue we are experiencing is that our room’s air conditioning does not work properly. It...

First impression was that the resort looks nice…. Look Closer! This is NOT a 5 star resort, on a good day maybe a 3 star.

We booked a King Room but were given a twin facing the main wedding/entertainment section, after a poor nights sleep we informed the concierge of the issues compromised on a room over looking the Preferred Pool. This was at least a bit quieter until the tractor and the 3CX started running up and down the beach to gather the seaweed. Approx 6hrs a day (appreciate the seaweed is not fault of the resort but how they deal with and store/dispose of it is). It was absolutely stinking.

The Pros: The staff are fabulous The gardens are nice

The Cons: The Food: Cheap produce is used here, prepared by lazy/incompetent cooks who when asked can’t identify what the food they are dishing up is. The Management are fully aware of their failing but don’t do anything to improve it. At our first meal in the place they didn’t even bother to reheat the steak just popped it on the plate straight from the fridge, (the sides on the plate were hot). 60min wait from ordering When we got up to leave (without eating) the server came charging over to us and when we said we were leaving as the food was cold he didn’t believe us and ran off to get another staff member – after a few mins we had 5 staff around us telling us the food could not be cold. It was only when we convinced the cook to touch the steak he finally agreed and apologised. Trying to shake it off a bad start to the holiday we retreated to the preferred club for a refreshment…. The cook promptly followed us into the preferred club and told the Concierge on Duty what had happened. This resulted in an embarrassing procession of all the other staff on duty making a point of approaching us to apologise. Next morning we tried the Preferred Club breakfast at the Mercure Restaurant, 40 mins after ordering we were presented with a plate that had been under the grill for so long it scalded my hand when I went to slide it onto the table The service everywhere is very slow - even room service 5-10mins in the coffee shop (not so bad) but the coffee served in dirty plastic cups. 10-15min per round of drink at the lobby bar. The so called Mixologist can only make about 10 drinks but rarely had the ingredients for more than 6, when asked if he can make something not on the list he says he can’t as the resort won’t provide him more ingredients and that all the equipment that the bar is cluttered with is actually just for show. He also refuses to call for stock when needed, ignores customers if he doesn’t have the drink they want or tells them to go elsewhere. Issues were logged with Management team and the Tui rep. Unfortunately neither could improve the situation and it was made clear that we had no alternative but to eat out for the remainder of our stay. Preferred Club: The staff in the preferred club lounge were exceptional even though their hands were tied to resolve any of the issues they were being bombarded with from multiple guests. The Preferred Lounge has no atmosphere, the furnishings are dated, dirty and uncomfortable. The drink offerings in the Lounge although better than the bars still were not great. The snacks left uncovered for the first few days of our stay, same poor quality products. Smoking: This hotel clearly outlined 2 designated smoking areas which we adhered to religiously unlike many other guests The designated area at the Mix Bar we used every morning and were shocked to be told on the Thursday morning that the management had decided to change the rules and smoking was now not allowed in this outdoor area! Weddings: I have never yet seen the type of carnage this resort pulls in with multiple weddings at once. Why should guests be restricted to where they can and can not go in the resort because of constant wedding preparations, celebrations and clearing up, not to mention the crowds and fist fights...