Dreams Puerto Morelos Resort & Spa — Hotel in Quintana Roo

We chose this hotel based on the reviews of various bloggers and information from FCB. I must say at the outset that we were deceived.|We chose the HYATT hotel chain on the basis of a certain name and we expected 5* quality of all inclusive services.|We traveled through the AIRTRANSAT travel agency.|1. The journey from the airport to the hotel: This could already be the first warning that we are approaching a 3* and not a 5* hotel. The road was broken and the taxi driver had to do something to avoid damaging the car.|2. Welcome at the hotel OK, we didn't have the room ready yet, even though the hotel was empty during our stay (my estimate max. up to 80 people, the stay was from 2024.09.02 – 2024.09.11.|3. We got a room on the 1st floor with a view of the pool and the construction site. When we asked for a quiet room, we immediately asked that the view of the construction site and the technology did not correspond to it. Apparently it's OK, but during the bottom we heard this tractor running with construction material.|Positive:|1. Few people - free everywhere, few people in the pool, sometimes we had the feeling that the housekeepers were running ahead to serve us in the pool.|2. Good coffee at Cafe Roots.|3. The staff around the pools tried very hard to please the clients.|Negatives:|There were significantly more of them than positives, all of them are described below and we have everything documented in photos and videos (in case some interested person wants to question it...)|1. Very unprofessional service at dinner, very poorly prepared food, apart from steak, they basically didn't know how to properly prepare anything. Next, we will discuss our personal experiences in restaurants.|a. French restaurant - the cook doesn't know how to prepare French food, he burnt the meat for his wife (she couldn't eat it). I would like to draw special attention to the cashier with the name ALDO. This person didn't notice us and when we got water, he didn't care, he didn't bring us the food we ordered (he couldn't write it down properly). If I were the manager, I would fire him for a minute, total unprofessionalism.|b. Italian restaurant - again burnt meat for the wife. Here they don't have cooks for individual kitchens, here one cook cooks everything and doesn't know it.|c. Mexican restaurant - we expected that we are in Mexico, they should know how to prepare this cuisine, but we were probably unlucky, we didn't enjoy any food.|d. Japanese restaurant - we also tried the grill by choosing from the menu. The cook at the grill as a show, but let the meat dry to death and instead of shouting, he should learn the basic techniques of food preparation, he dried everything, except for the vegetable rice, weakly below average. Food from the menu is a bad joke, do you close your eyes and not know that you have sushi in your mouth? soup, the cook doesn't have internet and can't see what color the soup should be? As we love Asian cuisine, we have never eaten anything worse than at this "Japanese" restaurant.|2. The design of the food looks OK, but no taste, poorly made meat, poorly tasted food. Also, there was a buffet breakfast, where you could choose and taste various dishes, and then put what you liked on a plate.|3. Juices and drinks - 5* hotel and we didn't have such diluted water drinks even in a much cheaper hotel, if this is the HYATT standard, we will never visit this chain again, we were very disappointed with the quality of the drinks, for example, no cola but postmix. The alcohol in the bar had to be diluted, you have 10-15 drinks and you feel nothing? Try to have 2-3 drinks at home and you will feel it, in this hotel it's like drinking water.|4. Room - standard, clean, the smell from the air conditioning is unbearable, when we complained about it, the staff told us that it is like that when the environment is humid, then the wife found out on the Internet that other guests also had this problem and it happened to them change rooms. I wouldn't expect this in a 5* hotel, what kind of mistake is this within the HYATT network??|5. Reptile - clearly the biggest disappointment. I dare to say that the hotel deliberately lies on its brochures. I am listing the photos that the hotel is showing today and what the reality is today. In my opinion, a scam. The hotel doesn't have a beach or the sea, it's not the sea for which you flew thousands of km, but a brown, smelly sewer (see photos). I also have videos from the "beach", see it sooner, we would never go there.|Conclusion: definitely the worst hotel we visited during our travels around the world. Don't believe the rambling bloggers who don't stay at the hotel and praise the hotel's services. For example they stay at HYATT ZIVA Cancun but are in the HYATT ZIVA Riviera Cancun group (which...

We were down for 10 days (Jan 21-31) with myself and my spouse, and our 18/15/14 and 1 year old kids. Read a lot of bad reviews and were a bit worried about what we signed up for, but left very happy that we chose Hyatt Ziva Riviera Cancun! We were in rooms 3405 (king size room with pullout couch) and 3404 (double bed room) and had great views overlooking the main pool and the ocean.

I'll list a few of our thoughts on pro's and con's to help make your decision easier hopefully.

Pros: Rooms were huge and clean. A/C worked great! Huge tub was a plus, jets wouldn't turn on, but great tub to soak and have a drink and chat about the day. Shower was huge. Love the room. We requested a crib at check-in, took a call at night to remind them, but it was then brought by within 10 mins. Spa. We did the guided hydrotherapy circuit and loved the experience. Didn't feel like we were at the resort anymore even. Cabana's/Bali beds. We booked 2 days of cabana's which we loved. Bit pricey, and service wasn't always the fastest for drinks, but great to have a dedicated spot that's super comfortable when not in the pool. We got a package that included a couple red bulls, some sparkling wine and hydrotherapy passes. Roots. Snacks and ice cream were great! few types of wraps/sandwich's and apples/bananas always available. We were able to get milk for our baby from roots (they even gave us a full carton of milk to keep in our fridge for bottles). Staff. almost 100% of the staff were great to deal with and were helpful and seemed to genuinely care about us being happy and enjoying our stay. Quiet after 10:30pm. Not much to do, which is fine with us as we liked getting up early anyways. Family friendly. Big enough you could take a break from people, but small enough we were comfortable letting the kids have some freedom and do things without us on a few occasions. Lots of pool choices. We mostly stayed at the main pool as it was warmer than the others. Food. Breakfast was almost always great at the buffet with choices for everyone. French was amazing. We had Asian and Italian multiple times. Mexican was meh, steakhouse was meh. There was Indian night at the buffet, but the kids didn't feel like it so we missed out. Buffet seems to be open at night a few nights a week, but dinner was meh the night we went. Balik is closed (permanently?) for some reason. Habenaros and the hut for burgers were decent for lunch. -Drinks/Food stations. Various foods/drink stations set up during the day and night were great (especially the drink stations lol). Foam party was fun, silent DJ party was fun, there was cooking classes that looked fun, but we missed out on them.

Cons: Beach was better than we expected, but still not that great. You can walk about 10-15mins each way down the beach before you have to turn around because it's blocked off now that the shoreline is minimal. Bring water shoes, it made it more enjoyable because of the rocks. Roots got updated. No more candy bar, no more juice bar, no more fresh fruits/veggie cups like you may have seen in some youtube review videos. No more big chess board which made us sad. The hut out on the ocean is closed down. We were really excited to walk out onto it for some photos and try Yoga etc. They said they are re-building it (who knows). Habenaros is usually overlooking the ocean near that hut. It's closed and moved locations each day based on weather. Usually at the Balik location now, or Ki if it's bad weather. Apparently the floor was rotting so they had to shut down, said they are re-building it (who knows).

All-in-all, we're glad we booked for 10 days, as the first few days were bad weather so we still got to enjoy some sun and pool time having booked a bit longer of a trip. We ended up having an incident with a family member being unruly, and have to say the whole staff including the management team handled everything great. Even got to meet the General Manager Sam Kirby who was awesome to talk to and deal with. Everyone made our stay enjoyable and we...

I booked a week stay at this resort for my family of five and from the moment we entered the resort it was a nightmare. I traveled with my three very young children and before even booking I called to make sure the resort had connecting rooms. I was told over the phone that to book a connecting room I first needed to book two rooms then call the resort directly so they could see if they were available. Considering I was in the the window to get a complete refund when I booked I decided to go ahead and book with the Hyatt Ziva. Once our taxi entered onto the property it looked like a gray prison. No decor, no ambiance, and there was trash and huge industrial trash bins overflowing with trash outside. Once I went to the checkin desk things continued to decline. I explained that I had made a mistake booking the right location for my family but since it was my fault I knew that there was little they could do. We checked in and were told that they had no connecting rooms available. I showed them the confirmation email I had received when I had called to reserve connected rooms and they told me that the guaranteed confirmation email didn’t mean anything and they couldn’t accommodate me. When I asked to speak to a manager they told me there was no manager to talk to and to come back that evening to see if any rooms opened up. Having no choice at this point, we went to our room. As we walked through the main lobby the entire area was under construction and the aesthetic was nothing like the photos on their website. No pictures on the wall, no decor, and the entire resort was extremely hot and humid. Once we found our rooms, which were one the same floor but far apart, we realized that they had given us two kings rooms when we booked 1 king and 2 double beds. Again, they said they couldn’t help us when we went back to the front desk. The resort itself was also extreme dirty. Food, wrappers, bugs, and dirt are everywhere. The view from one of our rooms was two huge industrial dumpers filled with trash which smelled terrible. There was also rat droppings on the floor which is unacceptable. We decided to only use one room because we didn’t want to split our family up which left our baby having to sleep in a portable crib in the bathroom which is terrible. As we spent the evening at the resort our experience didn’t get any better. The staff were rude and uninviting. The service was slow and inattentive. They also failed to mention that several of the restaurants on the property are closed, leaving you with a limited option for dining. When we inquired about making a reservation in one of the only restaurants that was open they told us they were booked for the entire week due to the closures of the other dining options. The main beach bar is also closed and left decaying next to their beach which is bad as well. Full of seaweed with red flags along the sand, the beach is terrible!! The photos on the website are photoshopped and look nothing like what is actually there! Even the wooden “pier” is broken and rotting and can’t be accessed at all. As far as the food, prepare to get stomach issues along with the horrific food quality. Every time my family ate something, we overheard other guest complaining about how bad the food was. Several times we saw people taking pictures of the buffet tables that had flies and other insects all over it. The food was honestly a shock at how bad it tasted. After the first night, we were again told that they couldn’t give us connecting rooms and at this point with how were were hating our experience, my family decided to change our flights and go home. What was going to be a week vacation, ended up being two days of hell. This property doesn’t deserve the Hyatt name!!! DO NOT BOOK THIS HOTEL, IT WAS A NIGHTMARE!!! THE STAFF, THE FILTH, THE FOOD, THE DECAYING AMENITIES, THE BEACH WERE ALL TERRIBLE!!! Not to mention it is in the middle of no where so you are forced to take a shuttle to get anywhere or be stuck at the prison they call a resort! PLEASE BEWARE OF THE HYATT...