Dreams Natura Resort & Spa — Hotel in Quintana Roo

I am currently staying at the Dreams Natura. We spent several months researching all inclusive resorts hoping to make this a memorable family vaca & 20th anniversary. We wanted activities for our children ages 10, 13 and 17, a great pool, good restaurants, game room & nightly shows. We thought we found our place but we were sadly mistaken. It’s not horrible, just ok and would not come back.

Our family suite with an ocean view that we paid extra for had a cement wall & giant fake grass overhang so we could only see the ocean if we were standing on our toes. We asked to be moved right away but they couldn’t do it for 3 days. Make sure you get the 7th or 8th floor if you are in bldg 2 above the lobby.

The slides & zipline are fine. There are wt restrictions for the zipline & a parent must climb to the top with kids each day in order to ride it and it's only open for short periods of time.

The resort caters to weddings & only if it’s your actual ceremony day. This is one of the main reasons I would not come here again. We found out quite quickly that if you were not at the pool by 7:30ish, you will NOT get a seat. They are all saved right away & families leave them blocked for hours before they come back. So much for sleeping in & having a relaxing vacation. Day 2 we had to carry our own chairs & umbrella from the storage area to create a spot for our fm. Day 3 I was up by 6:15 to try to get a spot. Once you figure the game out & get your coveted spot at the pool, they start setting up for weddings 1st thing in the morning. There are beach & pool weddings which mean they clear entire sections of ppl out of the pool early & sometimes sections are just closed all day. I got down to the pool by 6:30 this morning only to find out by 7:30 that half of the main pool will be closed later for a lg wedding. After spending over 10k for this “dream” vacation, it has become a major disappointment.

The ocean is unusable. They do their best to clear it but after reading about the salt water crocodiles (haven’t seen one yet) and seeing all the seaweed & dk, murky water, I will not let my family in it. That is the problem. The pools close sections throughout the day for weddings, the ocean is unusable & there’s nothing else to do during the day.

The restaurants are decent. We’d probably enjoy them more if they weren’t 100 degrees inside. You literally have sweat dripping down you & ppl are fanning themselves to try to stay cool. We didn't have huge appetites bc we were too hot to eat. It was actually cooler outside than in the restaurant.

The lobby & entertainment is just … there. Nothing special, nothing that would make you remember it. The teen club has closed early between 8 & 10:30 most nights we have been here so that’s disappointing bc they are bored to death in the lobby so we just end up going to bed… prob good bc you have to get up so early to get a pool spot.

For a Dreams resort, this place is definitely lacking for the price you pay. I will say the majority of the staff are friendly & they do come to offer drinks frequently. After calls from our travel agent and 1/2 the day wasted for my husband, the manager did end up delivering on the room we actually paid for on our last 3 nights. The family suites are wonderful bc they are guaranteed to connect & have 2 bathrooms. Room service is a plus. There hasn’t been any odor from the seaweed & nobody has been pushy w/us trying to sell timeshares etc. The gift shop is ridiculously overpriced. $29 for a $3 sand bucket etc, bring everything you may need!

Addendum: Day 4, after witnessing a 30 min screaming match between multiple ppl & near fist fight right by my family, over saved chairs, I had enough. I was in tears explaining my frustrations up until that point. Jennifer from concierge & Erick the pool manager went above and beyond to make our last full day better. We actually got to sleep in & got chairs w/o having to stress about it. Those 2 saved us from an awful trip! They are amazing at their jobs but it shouldn't come down to having to complain to get a...

Horrible experience! Buyer beware!!! Stay as far away from this place as possible. Go to the Marriott, or anywhere other than here.

The second you arrive, be prepared for high pressure, rude and disrespectful sales tactics on selling you a $30K to $150K vacation timeshare buy in. DO NOT DO IT!!! They will promised you things and then after you buy them sit you down and try to up sell you and then tell you that they did not promise you that, literally 5 minutes afterwards.

Be prepared to deal with middle management until you complain strong enough that you want a viable resolution and justice for this initial horrible experience within 5 minutes of walking in the hotel.

I can’t express how horrible the food and drinks. Just don’t do it if you want any bit of pleasure.

Ultimately this place was a horrible experience with regards to CS, food, drinks, you are hounded to continue to upgrade and pay more money for things you thought were “all inclusive.” They is not a minute that when your dealing with staff that they want to sell you something, hound you to spend more money after you bought something. You will leave here thinking I will never stay here and I hope more people post honest reviews, like this.

No matter how much you complain, understand this is what the hotel mindset is taught to do and they do not care as it’s there high pressure tactics to sell you anything under the sun, under deliver; and not care about your feelings or values.

They do not allow Ubers and have some deal with the taxis. It’s a monopoly.

This place and the experience was so bad, that I checked out a day early on a prepaid invoice. After I get home the so call promised $241 charge they should never have been charged which I was assured would not hit my account because it was reversed, still posted to my account. I sent the Assistant Manager Laura M. a screenshot showing her it had posted to my account, and she gave me a run around between about 9 emails saying that they showed that it never posted and was declined from my bank, yet she would not accept the proof that it did. She tried to have me fill out some ridiculous and superfluous form so that they could execute some fictitious investigation, and then they would later determine if they would refund you. Total scam! Note they will try to manipulate and upsell you for things you assumed you should have already been entitled too, based on your Hyatt rewards status. They they will say we have zero rooms left to move you from a horrible location with a view of the dumpster to only find out they magically have rooms if you pay more money for an upgrade, to only find out that the hotel is 75 percent occupied by the staff who walks you to your room and is oblivious of the past conversation you had with management. I would assume 25 percent open occupancy would mean 100 plus rooms were still available based on the size of the property.

I did notice a lot of outside preventative maintenance such as paint and stucco work being done, which was a good thing if they want to maintenance and preserve the longevity of this property that lies both on the ocean and in the jungle and is constantly battling the elements of nature.

After realizing dealing with the assistant manager that this was their business model, even behind-the-scenes I notified world headquarters of Hyatt and put in a valid complaint which they were shocked for how I was treated as well as I had been a member for over 17 years with Hyatt and had never experienced this at any hotel let alone a Hyatt property. Upper level executive management is executing a thorough investigation after review of this post on Google, as well as various other one star post that are very similar to this after you peel back the onion and realize there’s a major issue. I felt scammed/deceived/manipulated/pressured/insulted/disrespected/aggravated,//annoyed,/furious/upset all within 5 minutes of showing up at the hotel, which only got worse over time. BUYER BEWARE AND I RECOMMEND STAYING AS FAR AWAY FROM THIS HORRIBLE EXPERIENCE AND BAD...

I would rate this resort 3.5 stars. My family of 5 adults and 2 children (ages 3 and 7) opted for 2 regular rooms - not "preferred" or concierge. We stayed for 4 nights, 5 days at the end of June. This is my first family-friendly all-inclusive experience, but I've attended two other all-inclusive adults-only resorts in the past.

ACCOMODATIONS: We felt the rooms lacked maintenance and was surprised that resort is only 5 yrs old. The sofa bed is hard, its a standard sofa cushion that unfolds in half. I was able to request 2 rollawaybeds that were more comfortable for my kids, but would be much too short for a grown adult to lay on. The bathrooms looked a bit beat up with marks/dings on the walls. I felt the rooms were clean enough but looked a bit run down.

SCHEDULING: You need to download the app. It'll also give you menus of diff restaurants and daily activities. You can only schedule restaurant reservations 24 hours in advance. They fill up quickly. Make sure to schedule early in the morning.

BREAKFAST: I am a major foodie. I do not care for buffets. For regular patrons, the only option for breakfast is the World Cafe buffet. The breakfast is subpar, similar to standard hotel continental breakfast buffets. The only positive is the omelet station but can be a long wait. On our 1st morning, we sat at Bluewater Grill for breakfast but it was by accident. Bluewater is only for Preferred guests when it comes to breakfast. This happy mistake allowed us to have a good breakfast. The eggs benedict and the steak and eggs were great. I'd pass on the chilaquiles. Kids loved the fresh pancakes and fruit. We tried to have breakfast here on other mornings only to be reminded it is for preferred only.

LUNCH/DINNER/SNACKS: I would say the food here is okay - ranging from not great to somewhat good. My group likes to eat family-style so I was able to try every dish on every menu. Best meal was at Bordeux (adults-only). Everything else was not memorable. For lunches, there is a grill station that offers hotdogs/burgers. Our lunch staple was the taco station. You can dine at Bluewater or the lunch buffet, but you'd need to be dry/clothed. Food service at restaurants are brutally slow (1.5 - 2.5 hrs long). There is a cafe in the lobby that offers smoothies/coffee/tea, & ice cream (pastries in the AM).

DRINKS: We all drank very little due to the poor quality & inconsistency of drinks by the pool. Everything is overly sweet. However, there was an instance where my husband requested grey goose at the lobby bar. The bartender said they don't have it but changed his mind, pulling the bottle from under the counter and said its for Preferred guests only.

SERVICE: Service here is hit or miss. Some individuals are exceptionally rude (looking at you, taco lady) and some are courteous.

POOLS: The pools are great. There is an adults area with a swim-up bar that sometimes has live music. 90% of my time was spent in the kid pool. It is only ~1.5-2.5 ft deep, and I never had fear of them drowning. It was spacious enough for 20-30 kids to play with room to spare. There is a deeper pool that is on the outskirts of the resort & faces the ocean - fantastic spot to hang out or swim. There are 3 slides (1 tube and 2 body slides). My 7yo did the tube slide and loved lazy river.

BEACH: Pretty much unusable due to the sargassum, but can't fault the resort for this as it is common during this time.

EVENING FUN: Live music and performances daily. The entertainment was surprisingly good! I forgot to mention there is also a rollglider/zipline that provides amazing views of the resort and ocean, which is included. My hubby and dad rode it many times as there was never a line (must be dry/clothed). There is also a rock wall for climbing.

SUMMARY: Accommodations need maintenance. Food and drinks are just okay. Service is inconsistent. Pools are wonderful, and nightly entertainment is fantastic. Additional offering of a lazy river, splash pad, and rollglider is an extra plus in my book. All in all, my family had a fun time but we need a...