My boyfriend, myself and our 2.5 year old daughter stayed in a preferred club with plunge pool room in 2149 the full week before Labor Day. My daughter (slept in her own double bed) kept waking up with red bites and I also did a couple times. I decided to write it off as mosquito or ant bites because I could not believe myself it would be otherwise. The second to last day she got a bite on her face so I decided that night I would check for bed bugs (since they come out at night from what I read). When she was asleep I checked her sheets and underneath and saw tiny black specks. The sheets were freshly changed and she had gotten out of the pool before. I put her into our bed (which I never thought to check in my horror and hindsight) to sleep. The next morning I pushed the sheets back to get a better look at the mattress and saw more tiny specks in the crevices. Upon checkout, I was told she could see the med doctor to get her bites checked. At this point we were just getting our things ready to go to the airport shuttle. They never came to get our luggage when requested and then we were met but the concierge again to get checked out to which I said I’m not missing my flight and left. I followed up by sending the hotel pictures and they claim they checked it out. They saw no bugs and continued denying. I got in contact with the overall resort manager and he was less than helpful. They would not reimburse us for any annoyance of having to wash and ruin all our clothes to kill and potential travelers, our daughters discomfort for the bites, Nor our disgustment at having slept with bugs all week. I’ve read multiple other reviews stating the same thing happened to them in the same building and nothing was done.
Great trip and amazing service!
Sep 15, 2021
We came to Dreams on a rescheduled couple trip due to the pandemic and I can’t say enough good things about our stay. Marco, our concierge was friendly, attentive and ensured we had everything we needed. Ernesto and Daniel at the pool never let us down and always made sure our Bali bed was stocked with towels and comfortable. Yolanda and Carmen helped us relax with an amazing couples massage and the finale with Ezequiel at El Patio Restaurant on our last night was a great experience. He made it so special for us and we look forward to coming back and spending more time with the staff at Dreams. Thank you EVERYONE! It is a well oiled machine, clean and fun!
Great Family resort
(Shelby Township, Michigan)
Sep 14, 2021
Usually go to Secrets resorts, but this was a last minute get away, what an exceptional value. WOW, were we impressed. Service and resort were similar to a Secrets. Strat your day at the pool, Ernesto will get you prepped - towels, chairs and umbrella. Go see Luis at the swim up bar, he will make you an especiala drink. Take the bike tour into Puerto Morales with Richi - best bike tour ever! Sonia keeps it fun with activities as well. Check out the deals at the spa, excellent relaxation. Overall staff, food and resort were excellent!
The experience was heartful, courteous, helpful and always going the extra mile. Had a awesome weekend!
Sep 14, 2021
Wow, where do I start. Since the welcoming in the hotel, concierge, servers, restaurants, bartenders, they were amazing! Alin from concierge to Armando & Santito from World Cafe to Gersom & Santiago (Bartenders) from the beach to Raul and Miguel from bell service-
The staff went over and beyond 5*for staff
Sep 11, 2021
We had an amazing family holiday! Check - in was very long after a 10hr flight however overall the holiday was great. We stayed in a preferred club plunge pool, which was great for the kids and adults! Resort was kept clean and pools were great. The reason for the 4* rather than a 5* is that the food wasn’t of a 5* standard in our opinion. My kids struggled to eat as the options were not for younger kids. We couldn’t eat at the french restaurant as we had the children and it’s adults only! The kids club was ok but the kids wouldn’t stay passed a hour as they got bored. Children’s entertainment on a evening was lacking show wise. Adults entertainment for an evening was ok. Beach was beautiful except the seaweed let it down. Seaweed was awful! Beach was not accessible. Any problems we had were dealt with by Adolfo who was amazing and went over and beyond and made us feel so welcome and comfortable nothing was too much trouble for him and he truly helped make our stay so much better! Ernesto at the pool was also outstanding with customer service! Asian restaurant was great, but mosquitoes were bad. Overall we had a great memorable stay and would go back one day! Thank you to everyone who welcomed us and looked after us!