Dreams Riviera Cancun

Overall a great 9 day holiday with only minor issues. A TV with burnt spots (but did not watch) some beach touts in the beach preferred club area (open to everyone anyway). No water sports facilities (as out of season) and no drinks menus in the bars. Nice hotel with nice grounds but not very central if that's what you want. We had a great room with a view of pools and beach and was serviced to a good level. Pools open until 8 but pool bars only until 6. Bring small USD or MX Pesos if you want to tip as getting these on site is difficult. Menus in each restaurant are limited but there are plenty of them so always something to eat. Food was not spicy and no steaks available. Staff could not do enough to help if requested. A contender for next year but will shop around. Beach seaweed makes the sea uninviting, the hotel try with regular cleans but it is an issue.

We had a very disappointing and unacceptable experience during our stay. Given the reputation of this group of companies, we never expected that even basic necessities such as suitable food and a functioning elevator would not be properly provided.

The food was a major concern. Shortly after arriving, I became extremely sick and started vomiting. The following day, I continued vomiting and experienced severe stomach cramps and diarrhea, which resulted in an entire day being lost in my room. Unfortunately, there were also very limited food options available for dietary needs. There were no proper gluten-free options and virtually no vegetarian choices, leaving us to survive mainly on fruits for the entire five days. This was extremely disappointing and not what we expected from a property of this standard.

The elevator was another serious issue. We were staying on the fourth floor, and the elevator was not working for the entire six-day period of our stay. This meant having to climb four floors multiple times a day. Given that I was already unwell and experiencing severe stomach issues, this was extremely difficult and completely unreasonable.

We brought the elevator issue to the attention of the front desk. A staff member named Fernado assured us that he would look into moving us to another building where the elevators were functioning, but we never heard back from him.

The following day, we approached the front desk again and explained the situation to another staff member. After hearing that I was suffering from diarrhea and severe cramps and that climbing four floors four to five times a day was particularly difficult because of my condition, he promised to arrange a room on the ground or second floor by 6:00 p.m. We also paid extra for an ocean-view room, so we understood that moving rooms might require some compromise, but we were willing to do so simply to have basic accessibility while I was unwell.

Unfortunately, we never received the promised call or any follow-up.

At that point, we decided that continuing to approach the front desk was simply wasting our time and energy. What was most disappointing was not only that the problems occurred, but that our concerns were repeatedly acknowledged and promises were made, yet nothing was actually done to help us.

The front-desk service was extremely disappointing, the food options were inadequate, and the lack of a functioning elevator made our stay unnecessarily difficult. Basic guest needs should not be treated as an inconvenience, particularly when a guest is clearly unwell and has repeatedly asked for assistance.

Overall, this was a very poor experience, and certainly not the standard we expected from your group. We sincerely hope that this feedback is taken seriously and that steps are taken to ensure future guests do not experience the same lack of support, communication, and basic facilities.