Dreams Tulum Resort & Spa — Hotel in Quintana Roo

My husband and I booked this place with my parent’s UVC benefits for our honeymoon. We were unfortunately dissatisfied with our stay and will not return to this location. Cons: We were promised a room upgrade that we did not receive. As “ preferred members” we were placed in a room with the highest traffic outside our window and on the ground level. We unfortunately kept our windows shut the entire time because people were constantly walking by and looking in. We also did not have a balcony so our clothes didn't dry and our room got very humid. This was NOT a preferred location or a room upgrade from what we booked. The photography push is INSANE! There are 3-5 “photographers” walking around throughout the day asking for photos of you in the pool, at the beach, walking to dinner, etc. When we told them no they would push and push for “just one please come on”. When we looked up the prices they were crazy expensive ($19 usd for a single photo)!!! Beware! Restaurants were closed at least 1-2 nights of the week so we weren’t able to experience all of them because they did not provide us with a schedule or anything to notify us of closures. We didn’t find out until walking up to the restaurant at night. The food tasted frozen and reheated. This is their largest hotel, however the restaurants were smaller in proportion and often required a wait unless you showed up near opening. The Hibachi grill only allowed for ~32 guests per night and was very hard to get a seat, despite it being the best meal! Make this more accessible! One day the pool closed at 3 for an event. They started pushing guests out and removing chairs at 1 pm and it made us feel very uncomfortable. By the time we were notified all of the chairs at other locations were taken so we were left with no comfortable area for our afternoon. Later the event ended up lasting only one hour. There were many other beautiful locations they could have placed them that wouldn’t have impacted other guests. The entertainment was poor! At other resorts, even within dreams and secrets, the day and night time entertainment was amazing! During our week stay here we only had two night shows, which were amazing, and the other nights they provided bar music and party events. We aren’t not big drinkers so to us this was not enjoyable. Other resorts were MUCH better in this aspect. We really did not have any interaction with the day time entertainment team because they only interacted with a slim amount of guests. They did not go out of their way to get guests involved or even let them know about events happening. We were excited about a foam party, pool volleyball, and night time shows but these were not options or very limited during our stay. Daytime activities were the same each day. One even including a manager meet and greet?? We asked for ice cream in a cup from the smoothie bar, instead of a cone, and received unnecessary and uncomfortable pushback despite there being spoons and cups. Some individuals may not like cones or have an allergy and this should be an easy option! One of the times we asked the worker left the area to go gossip with the other girls in the cafe and it made us very uncomfortable. This is something they can’t really control but if it is important to you, the beach is covered in seaweed. They work very hard to clear it each morning however it does cover majority of the sand and shallow water. Pros: The preferred breakfast with Edgar and the other morning waiters was amazing! They made us feel very welcomed! Jesus and Jorge at the preferred bar were very friendly and great to see throughout our day!! We do not recall their names however the two hibachi workers (the grill master and the waiter) were very memorable and the hibachi show was great!!! We had another male waiter at the Asian resultant that was overly smiley and extremely nice!

We’ve had wonderful experiences at other locations, however this resort did NOT live up to prior expectations. I would highly recommend an...

First of all, be ready for an incredibly hard sell, complete with guilt-tripping for how many people make their living from commission to force you into a sales meeting from the moment of check in. The approach went on for days, every time we made contact with the lobby crew. Ultimately we got talked into an abbreviated (45 minutes instead of 90) meeting to “help out” a staff member who said we didn’t have to do the property tour because of the rain, and then were given to a totally different person who insisted on a 90 minute meeting over lunch despite us saying multiple times we wouldn’t be buying anything and did not want the meeting. By the time that handoff even happened we’d been passed around from person to person for an hour and given our personal information to multiple people multiple times. It became a running joke for the whole group to not go into the lobby lest you be assaulted by “VIP Services”, and the thing is, we had initially gone in to report a severe roof leak in our closet, right over a light fixture, which multiple staff members brought up plans to fix when they saw us, but then just used as a way to hand us off to someone else to sell something. By the end, no one ever came to check the leak by the way. We just unplugged the light and hoped for the best.

It rained our entire trip, which is not the resort’s fault obviously, but even tho these rains are seasonal, so they happen every year, the property floods all over the place and seems unprepared. People were falling right and left, buckets catching roof leaks were everywhere, and there’s three golf carts for the whole place to transport guests in the rain.

Also: Called for a replacement umbrella after leaving ours somewhere in the lunch/sales debacle and was told housekeeping would come and bring one around 6 pm. When we returned to the room around 11 it had not been delivered and we needed it for the morning, so called, were told to hold, and it just rang and rang. No one ever picked up. So no umbrella AND no coffee refill for the morning.

The iPad in the room you’re supposedly able to make reservations or order room service from never worked. We reported it when we reported the roof leak. No one ever came.

Our TV remote started doing bizarre things, pulling up random menu items and not changing channels or volume, but by then we didn’t even bother to call.

Almost all the restaurants are randomly closed on Wednesday and you can’t make reservations for any of them but the teppan yakı place. The night we arrived it was a 40 min wait at the Italian place. We made it to the French one our last night and it was actually wonderful but was the only one we ever got to try. The buffet is the only one that’s really open the whole time, and they do let the cheese stay out long enough to get oily and the pasta to dry.

On the bright side, the room was definitely nicer than I expected, beautiful bathtub we used every day, hammock on the porch protected from the rain, spacious and incredibly comfortable bed. Between the bed and the blackout curtains we slept like rocks the whole time. When the rain finally subsided, we also saw a little turtle and tons of iguana and cute agoutis!

I did book a massage and it was pretty meh, even tho it was supposed to be deep tissue, but I didn’t really expect a real therapeutic experience. You are told to get all the way naked BTW (not uncommon) but the bed and the oil are not heated, so beware. All the showers said “sanitized” but all the bathmats were filthy and trodden, so I doubt those signs are ever changed.

You’d think Hyatt would be more concerned with maintaining their reputation, since apparently the partnership is pretty new as we heard over and over in the sales pitch (one year anniversary special!), but despite working hard, the staff is really not being set up for success with such poor standards for professionalism...

We stayed 4 nights and it was not the best experience. Breakfast is nothing special and only the coco cafe and world cafe is open (buffet style that is really gross). Lunch is awful. They only have world cafe open and the barefoot grill. The barefoot grill is outside and really really gross. They have really bad burgers and when you watch the cook make them he cross contaminates the raw meat with the bun and everything else he touches without washing his hands. They have “nachos” there with the nasty fake cheese. On their app that they never update they said that the sea side grill would be open Tuesday-Friday but it was closed both Tuesday-Thursday! Dinner they have more options but still the food is not the best and the portions are very small. If you go to dinner around 7:30-8pm prepare for a 1-1.5 hour wait even though half of the restaurant is open, they are all just under staffed.

When it comes to dress codes and kid friendly all of the rules are broken.

When it comes to the staff it’s a hit or miss. They are either nice or very rude. Some of them seem to expect a tip even before serving you (especially the bar tenders). The bar tenders will say no all the time and it is really awkward then they will say yes I can make it, not funny. The drinks are not very good and very watered down.

The sports bar is not a sports bar. It’s a room with some chairs and no TVS.

It rained everyday we were here and most walk ways flooded and were very slippery. There are shows planed but due to the rain they didn’t happen but they didn’t update the app or let anybody know. Also all of the restaurants have water leaks from the ceilings when it rains.

Our room was fine. Our AC unit leaked water the entire time. The first time I submitted a request to maintenance it took them about 1 hour to come and they didn’t fix it. Then the second time I submitted a request it had been two hours and nobody has come. The towels we put under the unit where soaked at this point and there had been puddles forming around it. I had to call the front desk for them to send somebody. They finally came and it stopped for about 3 hours then it came back! We where leave the next day so I didn’t even bother calling.

When you order room service don’t expect good food and they tell you to leave your dishes outside your room in the separate closed off room between the room and outside. We did that but around 2:30AM a RACCOON managed to enter that space and eat the food, throw the plates, try to get into our room and try to go back outside. As you can imagine it was very loud and it woke us up. We called the front and it took 2 phone calls for them to send out somebody to let the racoon out. We talked to the guy and he said there was no raccoon!!! We showed him the pictures and he still thought we were crazy. Maybe he didn’t realize when he opened the door the raccoon went running out?

The beach here is private but very small. If it was a nice sunny day I bet the beach would be packed (we didn’t get a nice day here). It is rocky in the beginning but once you get past that it’s sandy. There is a lifeguard and he will yell at you for going out far when there is a red flag out. The beach has a good amount of food left out on it and you can find drink cups all over.

The cleaning lady’s here are nice but inpatient. They will knock on your door and if you don’t answer within a second they will come in. Throughout our stay we noticed that many people would enter the room all the time.

When it comes to getting to Dreams from The airport and going back expect to pay $100 each way for only 2 people.

Check out the front desk staff was pretty rude and the bell boy was extremely rude!

Over all this place really isn’t worth your...