Jennifer Dhan
I came here to see venues for a vow renewal, and the communication has been terrible.
My first complaint is that we were asked to sit in on a sales meeting with the promise of seeing Mayan ruins for free plus a bottle of wine. We were told we could go to the ruins for 5 minutes or 2 hours. Since we were only here for three days to view the resort as a potential venue, our time was limited. After sitting through the sales pitch, I was furious to find out that the Mayan ruin tour was 17 hours away. What a complete waste of our time. We also never received the promised bottle of wine. That’s two lies right away, and I do not react well to being lied to.
The third issue: I was given a coupon book with a variety of offers and was told I could use the coupons on anything. The book HAS ZERO TERMS AND CONDIDTIONS ON IT. By the time I booked my spa services, none of the coupons were allowed to be used.
When I tried to raise these concerns at the front desk, I was told to submit my complaints online — so here I am.
Now, regarding the vow renewal planning: Michelle was not organized and did not seem to understand what time our venue tour was scheduled. Once she finally arrived, she tried to reschedule our showing. It was only our second day out of three, and I was not going to miss the tour. She did ultimately accommodate us, and the showing itself was fine — but I have not heard from her since.
I wanted to finalize booking the venue last week so I could send out my save-the-dates, but it has now been over a week with no response from Michelle and no communication from the room-block contact she gave me. I have reached out multiple times, and I am getting complete silence.
Why be in the wedding business if you cannot be punctual, reliable, or communicative?
This has all been such a waste of time. I am honestly devastated. Even after all the lies, I was still willing to book because the property is beautiful — but the customer service has been extremely disappointing.
Brandy Laskowski
Spent a week at Dreams Tulum Resort & SPA, Carlos, Viktor, and Evaristo, were our favorite bartenders at the Manatees bar! They were very friendly, did a good job, and gave us lots of laughs. There was another younger bartender who worked nights at sugar reef bar whose name I forgot, but was also amazing as well!
Edgar also needs a shout out for always making sure we were taken care of at dinner. We had a large group of about 23 people and he did an amazing job of taking care of us and providing any accommodations he could.
Beautiful resort!
Miruna Kathirgamanathan
My family and I went on Vacation to Dreams Tulum in Mexico this week and honestly the service there is spectacular!! From bellboy, to the lobby staff, we were greeted with such a warm welcome. All of our needs catered in a timely manner with such grace and hospitality! The absolute best recognition goes to the gentleman at the bar, Lorenzo, Carlos, Victor and Benito!! We have never seen such pleasant interaction between bartenders/servers and guests; they always have a smile on their faces, they remember each and everyone’s names, they genuinely converse and interact with everyone AND they remember everyone’s orders! You’ve got to try Lorenzo’s “the devil in me” drink; it’s the perfect blend of alcohol, slushy and passion fruit!
The rooms can do with some serious upgrading, there was a lot of rust and patched up work that was clearly visible. I understand the hotel is very old and there is some wear and tear but the upkeep should be mandatory.
The specialty restaurants also had some good food, our favourite was the seaside grill for both lunch and dinner and the Mexican restaurant “el patio”.
Overall, our stay was wonderful and we would recommend the place for service and food.
Just Julia
This is a all inclusive resort with plenty of different types of food, drinks and entertainment daily and a few shows. You have to get a ride into any town. You can book any excursion thru them or they can call you a taxi. The staff are all helpful, constant cleaning and preparing foods. The beach is right outside to enjoy all day, We did not have one bad day here. Our room was perfect. We would definitely stay here again 💕
Derek Yeo
The pool is amazing, and great for kids. The beach seems rural and is very beautiful.
The service is hit and miss. Some people go out of their way to help while others seem to not want to help at all. Specifically, the hosts at the restaurants were very rude and seemed offended if you had simple requests like a high chair. If the resort improves their friendliness, it would be an easy 5 star experience.
My Booking
