ELIMAR PINEDA
Disappointing Stay Despite Great Entertainment
I stayed at Dreams Tulum from June 26 to today in an ocean view room, visiting with a large group for a wedding.
The highlight of our stay was definitely the entertainment team, they did a fantastic job keeping everyone engaged and having fun. The spa was also a nice experience and worth mentioning. My wedding planner also was great.
Unfortunately, the overall hotel maintenance and service left a lot to be desired. The cleanliness of the rooms wasn’t good, garbage often wasn’t taken out, and fresh towels weren’t replaced unless we asked. Many in our group had issues like broken phones, safes that didn’t work (in my case, this was constant), and even air conditioning that was out for an entire night in one room.
The food was very disappointing, especially for the wedding dinner. We select meat for main meal, but everything was so overcooked that people couldn’t even chew it. Although the resort advertises eight restaurants, they close two every night for “maintenance,” and the sushi spot only opens once a week for just 16 guests. This created long waits sometimes up to three hours, just to get a table at the remaining restaurants. The buffet was okay but nothing special, and the overall food quality did not match the price we paid for the stay.
The staff in general were friendly, but the restaurant hostesses were not the most welcoming. Also, be aware that the prices at the on-site pharmacy were shockingly high.
Overall, while the entertainment and spa were nice, I can’t recommend Dreams Tulum. The hotel needs to improve its basic service, room maintenance, and dining options if they want to meet guests’ expectations for what they charge
Sarah Caudill
The service at the Preferred Breakfast is fast, friendly and efficient. They always make my family feel special. Edgar always has a smile, has a great sense of humor and make the experience personable. He has memorized our breakfast order and makes us feel special. The staff members that bring the food out are attentive and always in a good mood. The mimosas are amazing, with a nice touch of a cherry and blueberry. They keep us coming back for more! Very well done.
Marla Issac
I stayed at Dreams Tulum Resort & Spa from June 18–23, 2025, and unfortunately, it was one of the worst travel experiences I’ve ever had.
My first room was dirty upon arrival—urine on the toilet seat, mildew smell, and mold in the tub jets. I was moved multiple times, but each room had issues, and staff were dismissive and unhelpful throughout the process.
Service at restaurants was rude and inconsistent. My group was singled out and asked to leave while others remained undisturbed. Restaurant staff also reassigned my confirmed dinner reservation to another guest without explanation. My “preferred club” access meant nothing—no support from the concierge and unavailable amenities.
I was part of a group of ~90 people, and several others also experienced overbooking and poor treatment. I’m a public school teacher who saved up for this trip—and left feeling disrespected, ignored, and exhausted.
I cannot recommend this resort. Hyatt should be ashamed to have its name attached to this property.
Jason Hull
The resort is clean and well maintained. Food was always excellent. The staff was amazing, particularly Victor & Raul in the pool bar and Ronnie, Eric & Ingrid on the Entertainment crew! The room was large, clean, and nicely furnished. However the beds are horribly uncomfortable and the air conditioning is completely inadequate for 80+ degree days. This was very disappointing and will be the reason we do not return.
Shernice F.
June 2025..this resort is amazing. The staff is super friendly. Angel made check in a breeze. The food options AND room service were awesome. I loved the nightly turn down service AND the pool entertainment and pool concierge were a nice touch. I would definitely recommend. This was a very nice and relaxing trip 🌟 🌟 🌟 🌟 🌟
My Booking
