Dreams Tulum Resort & Spa reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.5
  • Location 4.0
  • Rooms 4.0
  • Service 4.5
  • Value 4.0

8248 TripAdvisor reviews

TripAdvisor users rated this property 3 out of 5

Nice hotel. Extremely unfriendly front desk staff.

pablov906 (Buenos Aires, Argentina) on Jan 25, 2023

I’m still at the hotel, so I will probably write a more extensive review when I check out but I want to highlight one episode that made the beginning of our stay quite rough. After almost 24 hours of flying and transferring door to door, we finally got to the Dreams Tulum last night. My wife, my three daughters and myself were exhausted and we arrived at the hotel at 7 pm. One would think that, at that time, our rooms would have been ready and prepared but, no, the ‘contiguous’ rooms that we had requested were not available. When I asked for an explanation, the fairly rude front desk attendant said that they had absolutely no notice that we had requested contiguous rooms. When we showed him the printed voucher explicitly requesting that, he shrugged us off and said ‘it’s probably the operator’s fault who did not tell us anything’. I had my agent call the operator today and she was shown a printed screen of the very explicit communication with the hotel. Conclusion: the hotel could not care less about our request and wanted to put my wife and I in one room and my three young daughters in another room that was located in a different floor and fairly far away. After arguing back and forth for an hour (imagine how exhausted we were by then), they reluctantly gave us two rooms that are ‘close to each other’ and that is where we are right now. I will probably write a more extensive review once we are done with out stay but the beginning was not encouraging, at all.

TripAdvisor users rated this property 2 out of 5

If you want great service-Skip this resort!

Kimberly K (Parker, Colorado) on Jan 25, 2023

First off Id like to be upfront and let you know I have never written a bad review. Several great reviews but Ive never felt it was worth my time or energy to express a bad review. But this time it absolutely is because it was that bad. My husband and I travel to Mexico at least 3 months a year. We LOVE Mexico for its beauty and for how wonderful the service there is. We love it so much we own two timeshares in Mexico. On our way to owning three. We are also big Hyatt World fans. This experience at Dreams Tulum was very different than any other place we've ever stayed. "Unfriendly staff, no one ever smiles. They act like they don't want anyone there. The guest feel as if they are inconveniencing the staff upon asking a question or asking for service. The restaurant staff was the worst. Yareli and Jennifer at the World Cafe are extremely rude and impolite to guests. I will tell everyone I know to find another place verses Dreams after my experience. There are plenty of beautiful resorts with nicer staff that are happy you are staying with them. This was our daughters wedding and as the parents of the bride we paid thousands and thousands of dollars to stay with you. Thank goodness the wedding and reception was amazing because the rest of the experience was not. I am very grateful for Victoria who was our wedding coordinator. She was wonderful. We had over 40 guest staying at your resort and it was shocking to hear the negative comments about the resort staff after the wedding. As one guest said, "Ive never heard the word "No" so many time in Mexico. My daughter is now at a resort for her honeymoon where the staff is above beyond wonderful. She's been calling me daily to tell me how great it is there as the staff says, "My Pleasure verses No". When she needs a drink she doesn't have to wait ten minutes. Fresh towels in her room. Great entertainment and a staff that smiles and cares. I always heard Dreams Resorts are amazing. Not this one. Resorts great. Service sucks!

TripAdvisor users rated this property 5 out of 5

Vacation in Tulum

tmimitu on Jan 25, 2023

This place was super clean! Bed was absolutely comfortable. All the restaurant food was actually really good. I only had one issue and that was the food by the Barefoot Grill. Other then that everything was great. It was the first time I had gotten a really good nights sleep in a long time. Service was top notch!

TripAdvisor users rated this property 2 out of 5

A son’s wedding

odyb2023 on Jan 25, 2023

Our stay was a bit disappointing. The hotel is nice but nothing out of this world. The pools were nice but not I was expecting- the where very plain. No adult pool at this resort and not water park as show on there webpage. The staff was very friendly and very accommodating. The food was horrible… not edible! They only have one restaurant that is open all day that serves the same food day after day and it was horrible. The rest of the restaurant open at 6:00. What ever you do DO NOT EAT THE BURGER it is some type of mystery meat… it was disgusting!!! The best part of my stay was the entertainment. The entertainment staff really went out of there was to make sure everyone had a great time. A big shot out to Ricky… had a great time with you and all your dance moves! I don’t think staying at Dreams Tulum is worth the money to me it’s like upgraded Holiday Inn. Ok to be honest I have stayed at Holiday Inn that the food was better than at Dreams Tulum.

TripAdvisor users rated this property 3 out of 5

Lovely location with friendly, helpful staff

Sayer (Weybridge, United Kingdom) on Jan 24, 2023

The hotel is set in a large estate with beautiful, well maintained gardens and on a really lovely beach. The sand is soft and white and because of reef offshore the sea is relatively calm. The water is crystal clear. There is seaweed, but the grounds people do a good job with tractor pulling a specifically designed collector that goes up and down the shoreline unobtrusively several times a day. This hotel is the only development for several miles both up and down the coast. The staff are very friendly and welcoming and are a credit to the hotel. From the reception staff, to the bar staff, cleaners, gardeners, maintenance men and restaurant workers they all greet you whenever you walk past them. On the beach and by the pools there are waiters who will come to your bed and offer you drinks in a friendly, unobtrusive way. The accommodation is spread across the estate. The rooms we stayed in were of a good size with good facilities. There were ample sockets for charging phones and other devices (something absent in many hotels). There are hammocks on the balconies. The accomodation is a little tired and dated. While the air-conditioning in our room worked quietly and well, that in our adult children's room was intially noisy and was ineffective in cooling the room. When I raised this with the hotel, they were quick to come round and they were able to make it marginally less noisy and slightly more efficient, but still nothing like it was in our room. Whenever I raised a problem with the room (bulb gone on the balcony, fridge not working (it hadn't been plugged in!), no towels in the room, no bathrobes, they were always addressed quickly. However it is a shame that I had to identify the problems and they weren't addressed before we went into the room. There are a good range of different restaurants for dinner, though not all are open every night (they rotate them). As others have observed the quality of the food is OK, but not great. The service in the restaurants is excellent. There is a limited choice for lunch and some of it requires sitting inside. One day there was a wonderful seafood barbecue, which we managed to eat, but the food quickly ran out. Breakfast is a buffet in the World Cafe with a good range of world food available. The Coco Cafe is really excellent. High quality coffee and tea is available there with baristas who know what they're doing. They also offer ice creams and milkshakes. If you are going to organise day trips out of the hotel, those offered by the hotel are extortionately expensive. My recommendation would be to either book before you come to the hotel or book via someone like Viator and you will be able to get better value. If you want entertainment and/or activities there is always something going on and the entertainments team certainly don't lack enthusiasm. My family and I enjoyed our stay at this hotel and it did represent good value for money. The staff were really excellent, Just recognise that the hotel is a little tired and needs some renovation.

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