Dreams Riviera Cancun Resort & Spa — Hotel in Puerto Morelos

Our unforgettable 10-day vacation brought together 16 family members, ages 7 to 78, under the warm +28°C sunshine. We soaked up the beach vibes with tamarind margaritas, lively games of beach volleyball and soccer, and cherished endless family moments (yes, without anyone losing their cool!). The trip was packed with incredible memories that we will treasure forever.||Highlights of the Trip|One standout experience was a day-long excursion to Tulum. The fascinating historical sites and captivating Mayan stories were truly enriching. We also visited the breathtaking Cenote caves and the site of the meteorite impact. Snorkeling was on the agenda, but I must confess—I chickened out! However, my family had a great time.|In hindsight, we recommend splitting the day into two activities. By the time we finished exploring Tulum and attempted snorkeling, we were too tired to enjoy it. Next time, we’d consider exploring the local Tulum markets and saving snorkeling for a resort excursion. Resort guides offer a more relaxed experience, and the convenience is unbeatable.||The Resort Experience|This buzzing family-friendly resort was brimming with activities, and spending Christmas and New Year’s there made it even more magical. Premier Access was a game-changer, granting us access to the Premier Lounge and Bar, plus incredible ocean-view rooms. The Entertainment Team worked tirelessly to ensure non-stop fun, and they were some of the loveliest people we met.||However, one downside was related to our Air Canada travel. Despite having Premier Access, we didn’t receive vital information about coupons and perks until it was too late, which was disappointing. On a brighter note, the resort’s Premier Lounge staff, especially Hernon and his team, were exceptional. Their kindness and professionalism truly enhanced our stay.||The Christmas and New Year’s parties required an additional fee, which we chose not to pay. While the events looked impressive, we felt these should have been included as part of the all-inclusive package, perhaps on a first-come, first-served basis. However, we were still able to enjoy the fireworks and the party outside the sectioned-off private area.||Culinary Delights|Seaside Grill|This became our go-to spot for lunch! The buffalo wings were an absolute hit, and the team—led by the amazing Humberto, along with Santos, Mauricio, Paulina, Hannah, and Madr—went above and beyond to accommodate our large family.||Mexican Restaurant (El Patio)|The food and décor were outstanding. The appetizers and main dishes were delicious, though the desserts didn’t quite hit the mark. Don’t miss trying on the iconic sombrero hat!||French Restaurant (Boudreau)|The ambiance and food were excellent, though we were disappointed it was adult-only. Nonetheless, their dishes were exquisite.||Italian Restaurant (Portofino)|This was a culinary highlight! The shrimp and scallop risotto was divine, as was the veggie lasagna. Every appetizer and dessert was a treat.||Oceana|This restaurant was decent but didn’t quite match the Seaside Grill’s charm. However, one of my uncles swore by their fish dishes.||Hibachi (Himitsu)|An absolute must-try! The interactive dining experience and lively atmosphere made it a family favorite.||Barefoot Grill (dress as you are)|You can’t go wrong here! The variety and quality of food were excellent, and the staff was incredibly friendly.||Buffett|Although we weren’t a fan of the buffet for lunches/dinners, we enjoyed all of our breakfasts there—the oatmeal with the honey (straight from the hives) is a must-try! The papaya and guava were delicious, and the staff was amazing.||Bars|Every bar on the resort was fantastic, with friendly bartenders and delicious drinks. The tamarind margarita is a must-try—absolutely yummy!||The Entertainment Team|The Entertainment Team was the heart and soul of the resort. Giovani, Angie, Jose, Uziel, Gustavo, and others worked tirelessly from morning to night, ensuring every activity was engaging and fun. From Latin dance lessons to beach volleyball and archery, they made every day special for our family. If you visit, consider bringing small gifts for them as a token of appreciation for their incredible dedication and energy. ||We are so thankful to have met this super amazing team.|Special thanks to Harrison from the Garota Bar (Premier Access only)—my husband hung out with him and found him to be the friendliest person.||Wildur, Humberto, Santos, Paulina, Madr, Mauricio, Flor, and many others whose names I might have missed—thank you for making our family feel at home.||Premier Lounge Team—the desk staff and bartenders were all incredible!||And last but not least:|The Entertainment Team—Giovani, Angie, Jose, Uziel, Gustavo, and others—THANK YOU, THANK YOU, AND THANK YOU!||This vacation was a perfect blend of relaxation, adventure, and quality family time. We can’t thank the resort staff and Entertainment Team enough for making it so memorable....

The worst hotel experience in my whole life time. I booked 8 nights hotel with them. On the 1st day, the Taxi driver from airport took us to a residential location without any hotels. After wasting lots of time until almost 11 p.m. we called the hotel and were told that we need to Google a different hotel name to find their hotel. We asked why but not answer. After we arrived the hotel, we were told by the bell boy that it happed a lot because their address on Google is wrong. It seems like they just don’t bother to correct that. Maybe because it’s pretty late, the receptionist is very inpatient, didn’t tell us anything about the hotel, not even where our room is. I was totally shocked when I got into our 710 sf room which is really no more than half of that size described on website. The bed is even smaller than our children’s full size bed at home, but they said can fit 4 adults. I thought they might have us a wrong room and I reported the situation to the front desk but was told the 710 sf includes the patio and pool outside. How funny! They never mention that in their website. There are too many choices on the web and the main reason we pick their hotel is we have 4 persons and they declared they have a large 710 sf room. The room is very small that we are not even able to open our luggage. I have to move the furniture around in order to open our luggage. Their manager promised me will either change a larger room for us or provide us a extra complementary room when available. All four of our families can not sleep at all on the 1st night of stay, because we can not even make turns on the bed, otherwise will fall on the floor. My daughter got 7 bites on the 1st night in the room. The next day morning I reported that to the manager again and was promised to provide us a extra bed first before we back to the hotel on the day. No surprise, when we come back to hotel, there’s no extra bed. We have to reported again to a different manager, but was told there’s no extra bed at all. Finally, after 10:30 p.m we got a extra single rolling bed in our room. After fitting this bed, we don’t even have space for walking. We have to move the furnitures again and combine all three different sizes and hight of beds together in order to at least have one narrow way to go to the bathroom. The next day morning, my son’s ear and eye was seriously infected and more than double of the size. We saw the doctor and was told that’s bad bug bites, and suggest bug spay in the room and also repellent all over the body. We reported that situation to the manager, and was promised will check the issue immediately and will switch room for us immediately if there’s such problem. After 2 days, we did not hear anything from them at all. They keep promising you things but never do it. Another funny thing is someone stole our champagne from our room! I reported it to the front desk, not one cares. I became very nervous about other things being stolen since then. Also, the room cleaning people never restock any room supplies at all. Every time we asked for something, we have to asked couple of times until finally get it, even for a simple bottle of water, I asked 3 times on different day and time until finally got water in our room. Today, when we came back from Xcaret park around 10:20 p.m., the Italian restaurant said they already closed. I checked the website they close at 11:00 p.m. But they said their kitchen already closed. After we rush to the Buffet 5 minutes before they close. They already removed all the food except cakes, bread and salad. They don’t even want to give us water, until we asked 3 different waiters. When I saw another family got whole plates of dry bread, I feel so terrible about this what they called 5 star hotel service. Instead I got a whole plate of salad. 3 waiters kept removing plates from our table tried to remind us it’s time to leave. The hotel location is in a very narrow uneven and bumpy road. The bus have difficulty to go through. This morning, the bus from Xcaret park hit the tree on...

Let me start off by saying I have been trying to work through the issues that occurred at this resort with the hotel and with Hyatt but they are being very difficult to work with and basically calling me a liar so I feel it is fair for me to warn others about the issues with staying at this resort.

The biggest issue is the BED BUGS - yes, bed bugs. Those pesky bugs that feed on you as you sleep and leave you with tons of itchy bumpy red bites and cause you not only physical stress but lots of mental trauma thinking about sleeping in a bed with bugs all over you and worrying about bringing this incredibly hard to find bug home with you. After each night in my room I woke up with more and more bites on my body, they were all over my toes, ankles, fingers, legs, back, stomach, and my entire body. These bugs bite in small clusters in a zig zag formation and this is exactly what I had covering me. (the bites were confirmed by a physician when I returned home) When making the front desk aware of this they had someone walk with me to my room where there were 5 other staff members standing in the room with the lights off and a flash light looking at the mattress and box spring. (as you will see in other reviews they say they use a 3rd party but its not, it’s the hotel staff who they say are very well trained at finding these bugs – even though the babies can be clear and barley visible to the blind eye) They told me they cant find any bugs (keep in mind I was only out of my room for 20 or so minutes which is not a good amount of time to spend looking for these incredibly hard to find, tiny, nocturnal bugs.) I showed them the bites, the photos of the bug excrement, the stains, and the shedding. The response I was given was "those are mosquito bites, and those stains are just rust stains we have on our sheets that the washing machines cant get out". (GROSS) While the hotel staff was searching my room I had to leave for an excursion and told them I wanted the whole room searched, I wanted my luggage searched, I wanted all new pillows, blankets, sheets, everything fabric in the room new which they agreed to. Upon returning to the hotel later that evening I went to my room, I immediately noticed the pillows on the couch had not been moved, my luggage had physically been moved but they did not go through it as promised, and the sheets on the bed appeared clean and new. So from what I could see the re-made the bed and called it a day. I made sure there were no "rust" stains before getting into bed that night, when I woke up I had many new bites on my body, lots of stains on the sheets and bed bug poop as well. The hotel has done nothing about this, denied the issue, stated that they checked and there are no bugs and I am sure that others are now staying in that room being eaten alive as well. (I am sure they will state that the room is clean and fumigated in their response and that no one else is complaining – however if the room was clean it wouldn’t need to be fumigated and not every person reacts to bug bites the same if at all, they will deny deny deny but the fact is they have bed bugs).

Other issues: our mini bar was not stocked once until I saw someone in the hall on the 3rd day and requested they fill it and the bell boy said if I tipped him he would fill up our bar with whatever we wanted....

DO NOT PAY FOR THE PREFERRED CLUB IF YOU STAY HERE – you get close to nothing special, some resorts it is worth it but at this resort it is not at all, their preferred lounge has the same food and drinks you can get anywhere on the resort

The food - this was hit or miss, the world cafe had some good food but also some really BAD food. The hibachi restaurant was delicious, the room service was decent but nothing to write home about. All the drinks are super sugary as well.

Overall I would NOT stay here again, I would NOT recommend this resort to friends or family.

(this is just scraping the surface of the photo proof I have that they are denying and doing...