TripAdvisor Traveler Rating

Lovely resort with great amenities. Stayed in the Preferred section and we really felt special. Our Buttler, Zorro, was phenomenal!! Highly recommend.

My girlfriend and I stayed at the neighbouring resort Breathless in April. Both breathless and Dreams are owned by Hyatt so you have access to both. We kept coming back to Dreams because of the beautiful pool, water park and the food ! We also met our favourite bar tender Felix who was located at the bar on top of the lazy river. He was always super friendly, made us laugh and brought good vibes to our day! I recommend going to see Felix at dreams, he was by far our favourite bartender. Ask for a dirty monkey !

Dreams Onyx was great- something for everyone and a ton of activities, especially for kids! The resort is large and busy, but easy to navigate and the many spots throughout the resort make it feel less busy. We stayed in the preferred section and really enjoyed the preferred amenities, such as the pools and breakfast and lunch restaurant. The food was outstanding and very fresh at all of the restaurants. Onyx is one of the best Dreams food-wise we have experienced. The highlight of our trip was our butler, Juan. Juan was super communicative and was always there to help with anything- whether it was dinner reservations or our AC not cooling one day. He always took care of us and took what was a good stay and made it unforgettable! He is awesome- request him for your butler!

We enjoyed a lovely senior spring break leaving the cold weather in Michigan with our daughter and 36 classmates & families. Approximately 100 people in our group in total. The kids had an absolute blast enjoying all areas from the main pool, the beach, the club, and the beach and pool activities. It was so fun to watch the kids have fun together as a large group before graduating high school. I would highly recommend Dreams Onyx as a spring break destination.

I recently stayed at Dreams Onyx Resort & Spa using my Hyatt membership, and unfortunately the experience fell well below expectations—particularly in service, accommodations, and overall guest support. When booking, I initially selected an adults-only room by mistake. As soon as I realized, I contacted the hotel to adjust the reservation. I was surprised by how unhelpful and dismissive the staff were—they simply told me I needed to cancel and rebook rather than assisting with what felt like a very routine request. I ultimately canceled and rebooked a family-appropriate room that clearly indicated one child (my 10-year-old son). However, upon arrival, I was asked to pay an additional $400 for my child—despite his age being properly entered in the reservation. No clear explanation was provided as to why a “child” on the booking did not apply to my 10-year-old. The interaction felt unnecessarily difficult and, frankly, like a money grab. The tone in the Preferred Lounge was also noticeably condescending and not aligned with the level of hospitality expected at this price point. Our room—located on the third floor of Building 6 in the Preferred Club—was another major disappointment. The room did not have the advertised sofa bed listed in the Hyatt booking, so instead we were given an uncomfortable cot for our son. The room itself felt dated and poorly designed, with a very strange and impractical bathroom layout. The bathroom also had a persistent sewage smell, which was extremely unpleasant and never resolved. The outdoor balcony tub felt outdated and odd rather than a luxury feature. Additionally, there are no elevators in the building, which made accessing a third-floor room unnecessarily inconvenient. We stayed in the Preferred Club and were assigned a butler, but that service added little to no value. I tipped him $40 on the first day and made it clear I was more than willing to take care of him generously throughout the trip—in fact, I would have gladly tipped him daily if he had been even minimally helpful. Unfortunately, he did nothing for us. Simple requests were either declined or ignored. He told us he was not allowed to assist with reserving pool or beach chairs, despite seeing other butlers do this for guests. When I asked about getting Diet Coke (the resort only offers Coke Zero), he suggested I leave the property and walk outside the gates to find it myself rather than making any effort to help. More frustrating was the complete lack of follow-through. I asked him on day one to secure a Hibachi reservation at a reasonable time during our stay (we were there midweek for five days, so this seemed entirely feasible). He never followed up. I had to check in two days later, at which point he told me the only availability was 8:00 PM. When I pushed back and asked about other days, he eventually secured a 6:00 PM reservation for Saturday—but only after I prompted him again, which made it clear he had not been proactive at all. To make matters worse, the only time he made an appearance toward the end of the trip was at dinner the night before we left, saying he wanted to “stop by and say hi,” which felt transparently like an attempt to position himself for a tip. He later sent me a WhatsApp message telling me I could leave him a tip at checkout—even noting he wouldn’t be there to assist with bags because his shift didn’t start early enough. Given that he provided no service whatsoever, this felt incredibly presumptuous. Our arrival experience was also lacking. We arrived early and requested early check-in, which was unavailable—understandable—but no one offered a tour, guidance, or even basic orientation of the property. No one explained how the resort worked, how to use the Preferred Club amenities, or what benefits we were entitled to. We were not escorted to our room and instead had to track down access ourselves through the Preferred Lounge. Even then, the room wasn’t ready upon arrival after check-in time. As a result, we didn’t meaningfully use or benefit from Preferred Club at all. Service throughout the stay was inconsistent at best. Despite tipping regularly (typically $20 per interaction), service remained slow and indifferent. It often felt like staff simply didn’t care, which ultimately discouraged continued tipping at that level. Food quality was also a major disappointment. The buffet was particularly poor. That said, there were a few bright spots: the chef at Spice Hibachi was outstanding, and our server at the steakhouse provided excellent service. The pool itself was also a highlight and well maintained. Having stayed at a range of luxury properties—including resorts in the Maldives as well as Disney properties such as Disney’s Yacht Club Resort—I fully understand that this is an all-inclusive resort and not meant to deliver that same level of service. However, based on reviews and positioning, I expected this to perform as a higher-end all-inclusive. Unfortunately, it did not even meet that bar and felt more in line with a lower-tier experience. Overall, the Preferred Club provided virtually no added benefit in our experience, and the combination of poor service, lack of hospitality, misleading room details, and inconsistent policies made this stay frustrating. Frankly, I would have been better off booking a standard room at a lower cost and avoiding the added disappointment. I would not return based on this experience.