Dreams Tulum Resort & Spa

This was my first trip out of the United States as well as staying at an All Inclusive Resort I had heard so many good things about Tulum and how beautiful the beach was. So we decided on Dreams Tulum Resort and Spa. So to say it wasn’t a fantastic experience is to say the least. This resort is more family and couple oriented so it is more on the relaxation end of the vacation spectrum. We arrived in 7303 and the elevator was out of service so we had to climb 3 flights of steps. We arrived to the room we had no towels. If you’re wanting a more quiet stay that building would be your best bet. We had to call to get our room cleaned the 2nd day they had come in picked up the room service food we had ordered through the night and dropped food on the way out beds were unmade. No new towels were left. After the call they sent someone up and cleaned room. We received turn down service twice out of the four days we were there. The bars at the resort closed at 11 or 12. Didn’t see any top shelf alcohol. The food was by far mediocre breakfast was the same everyday omelet with your choice of veggies and meats to place in them. French toast waffles. Nothing was ever served hot besides the omelets fresh off the grill. The entertainment ended around 11. The entertainment was by far the best thing they had to offer at this resort Gigi, Arranza, Jesus were great and there hospitality out weighed some of the other not so hospitable staff. Rosi a waitress that would come check on us while on the beach was great as well. My best friend called to complain about the service we had received and felt as if she was being dismissed they took her name and our room number down but we had to call back to hear back. They offered to open the wine room in the Italian restaurant which was pretty much just a notch up from the rest of the food we had already experienced. On the third day we woke up to no water in the bathroom. When i called they said maintenance was working on it. When the water came back on it was sporadically spurting out water then the water turned coffee brown for 2-3 minutes leaving what seemed to be dirt. Then after the water got Luke warm at best. We also seen while we were there several people being toured around the resort showing them were everything was. We did not receive that we were just shown our room and that was it. There were COVID-19 protocols where they recommended mask be worn basically were staff were at the bars in the lobby and walking through the restaurants the cleanliness was good. They had hand sanitizer dispensers throughout the resort. But as far as having a good time you’d have to leave the resort and go into Tulum being the resort is on the outskirts of Tulum. So I suggest if you traveling there to have a good time take a trip into the city of Tulum and explore don’t just stay on the resort.

For starters, the hotel staff was not friendly at all. They were very rude and if you attempted to ask them any questions they seemed as if we were bothering them, with the exception of Carlos and Alfredo (they provided excellent service. Our room was leaking from the ceiling and the light fixture fell off the wall.

Dreams? Hardly. This place was more like a bad fever dream you want to wake up from. You will be checked in hours after you are promised, even though they ask when you are arriving ahead of time. You will be asked to sit through a 20 min intro to the hotel which is really about your buying a timeshare/pre-booking your next trip. That's really what you want after a long day of traveling and not being able to get to your room, a sales pitch. Your room will not have any hot water and will have broken lights making it hard to even find the room at night. You will shamble around like a Tulum zombie to find your building since they are not numbered. You will eat food that is similar to concessions stand/hospital food. You will be confused at which restaurants serving that food are actually open and when. And when you check out NO ONE will ask you how it was. Telling, isn't it? And when you email the resort you will only get replies from OTHER Dreams resorts telling you someone will get back to you. And you will get the same copy and paste email back that you see on other reviews here. Avoid at all costs and pay more to stay in Tulum.

We traveled to this property specifically because we are members and wanted to visit the Tulum ruins. The hotel is very close to the ruins which is a huge plus. The resort took extra care in maintaining COVID protocols, temperatures are checked as you walk in, hand sanitizer for your hands, everyone wears a mask even outside I felt very safe, the rooms were very clean and the property was beautiful. I would give this resort a 3.5 but only because the food at the restaurants were just average to say the least. We ordered shrimp that was over cooked, lava cake that was ice cold, steak that tasted like leather, fish that was over cooked and flavorless. If they could improve on the menu options at the restaurants, the quality of food served and provide a better variety for room service I would give it a 4. The entertainment team does a really great job of engaging the quests and everyone that served us was fantastic. I would just say work on the food options.

Overall, the service and experience was amazing. My only suggestion is for the resort to actually put alcohol in their all-inclusive beverages. Everything tasted like juice. Everyone was kind and friendly. Also, the beds are a bit uncomfortable.