TripAdvisor Traveler Rating

First, the hospitality at this resort falls way below standards. We were a party of 6 and the management could notbput us all in the same lication, not with out a ridiculously expensive fee. Secondly, this is a beach resort, full of pools, water activities, etc., please explain to me how my wife can wear sandals to the Patio restaurant on a 90 degree night but I cannot? What logical and reasonable rationale is there that prevents me from entering the only open restaurant at this beach front aquatic SPA resort on a HOT night, only to sit at a dinner table wear my feet will be under? I looked up the weather for the week, closed toed shoes were not on that forecast!!!! Again, the resort NEEDS to update their ridiculous rules. Third of all, I noticed some of the staff was disrespectful towards me by either assuming I didn't speak Spanish or assuming I was a gringo, I'm a Mexican citizen living in the United States, the attitude of some of the staff is intolerable and they should be trained on communication and relationships. Lastly, improve your overall hospitality. You are in the business of hospitality, remember that, and correct course. The Emerald Riu beats Dreams Estrella by miles in regards to hospitality, friendliness, professionalism, cleanliness, look, location, and overall experience.

Senora Sandra in World Cafe was the most attentive and friendliest person I’ve met while my family and friends.

I just checked in to the resort yesterday and it’s been a disaster. I am so dissatisfied and disappointed I am ready to leave. First of all we arrived around 3pm and was not allowed to come in the gate until 30 minutes later. My husband had to use the bathroom and had to wait until they let us in. Check in took about 1 hr. Just to be told our room was not ready. We had to wait another 40 minutes. We ended up getting our room until almost 5 pm. We went to have lunch while we waited for our room and the service and selection was terrible. Barely was able to get a drink and some fruit. Then we went to Portofino for dinner. Waited 1 hr to barely get a salad. Waited for another 30 minutes to have the waiter come ask if we had received our food? Once it did arrive my chicken carbonara was cold and hard as can be. My husband’s fish was cold and tasteless. The waiter never came back to check on us so we decided to walk out. We decided to try the Coco Cafe there was nothing edible either. We then tried El Patio and there 20 people outside sitting on the steps waiting to be seated. They looked frustrated and upset, there was no receptionist at the booth. Then we tried the World Cafe, they sat us down but no one came to take our drink order. We got up to check the food selection and it was terrible. No fruit, no ham, cheese, nothing edible. They had chicken bones left in the chicken station. We ended up leaving so frustrated. Once we arrived in the room at almost 11pm I tried to do room service and it was not available. I’ve been in contact with Cheap Caribbean to try to have them relocate us to another hotel and I’ve been told they are waiting to see if Dreams Director Mario approves it. I have traveled to many secrets/dreams resorts for the past 17 years and have never ever experienced such terrible service. I am so upset, frustrated, and disappointed. This hotel is in a remote location. There’s no way to go out and look for food.

Cleanliness: We found dirty dishes left behind, and significant dust and dirt under the sofa when we moved it — clearly not cleaned in a long time. Kids Club: The app advertised the “Explorer’s Club” (10 AM–5 PM, ages 3–12). Only upon arrival did we learn it wasn’t actually running — no advance notice. The alternative offered was just two short windows not workable for a family with three kids. Staff response: We raised these issues with the resort and got no satisfactory response, which was as disappointing as the issues themselves — we’re now considering escalating to Hyatt management. Bottom line: These weren’t isolated incidents but a pattern of recurring failures at a resort marketed to families. Given the gap between what was promised and what was delivered,

Very good. Cesar who served us at the Meraki is the best!