Dreams Tulum Resort & Spa Vacations

What a disappointment!!!!!!!!!!! I don’t know if this place was better or worse before HYATT took over, but it’s a complete waste of money. I’m here right now, debating on booking an earlier flight out or stay hungry for the few days.

From day one, no water in the rooms. Then the electricity went out. The lights came back on but the plugs, it’s a hit or miss. I was here with tons of people because of a wedding. It’s not just a handful of room, it’s everyone’s room. My room smells fine but other rooms smells of mold. Another guest had to charge her breast pump at another guest room because her room’s electric plugs was not working and she was getting worried of breast engorgement.

Food choices and quality is atrocious!!!!!! It’s all bad. All bad. No one here should even have to think about going out to eat. My stomach is rumbling as I write this review. The food is not hit or miss, it’s all miss!!!!

This horrible review is not of any employees we’ve encountered. All have been wonderful. It’s HYATT that’s beyond horrible. You can tell management choose to not make their guests happy.

EDIT: I’m only adding a photo, because this photo was taken when we first arrived in the room. Before we tried to wash up after a long flight. Before we tried to fill our belly. Before all the disappointments. I booked an earlier flight out.

I booked my stay over one month in advance. I attempted several time to contact the resort before my arrival regarding arranging my arrival and accommodations while I was here. I contacted World of Hyatt who transferred me around multiple times (five times in one call) just to be hung up on by the hotel more than once. This raised concerns for me and red flags about what my service would be like and no surprise, just as I anticipated, the staff is rude and unaccommodating. Or maybe then can be accommodating if you’re not a person of color.. I called World of Hyatt to see how they wanted to handle this and I was offered $1,500 Hyatt points, never a real resolution for what I called about to begin with. Either way, I specified on my reservation that my flight would be arriving at 8:30am CST and requested an early check in. I’ve been traveling since 3am EST. My husband and I are EXHAUSTED. We got here, paid, ate, and just wanted to be able to take a nap so we could enjoy our first day here and per, Jenny, the receptionist and, Hernando, the Supervisor we have to sleep in the lobby until 3pm when a room is available because paying for early check-in doesn’t guarantee anything. The manager was dismissive and uninterested and this was a HORRIBLE start to my vacation. Hyatt does not care and is uninterested in accommodating their guests and I would NEVER stay in a Hyatt brand hotel regardless of how beautiful their properties are.

Excellent collaborators very well

BUYER BEWARE: long read but worth it.

This hotel runs a weird scam that starts at the airport. They do this to all travelers and their guest. To start the hotel is very dated and the food is limited. It’s a premium version of a continental bfast.

Upon arrival we’re approached by salespeople dressed like airport staff to help us with directions. Wrong! They’re selling tour tickets. I figured - fine, we’ll buy them now and get this out of the way.

Tickets are sold with breakfast and transportation included. Yay! Tickets are for 2 tours, the Tulúm Ruins and La Casa Tortuga Cenotes for $20 per person. Cheap right? …there’s a catch.

The morning of, the first sales guy from the airport confirms via text that I must bring an ID and my credit card. I thought, weird request, but ok. I read the fine print and there it is! I have to sit thru a 90 minute sales presentation in order to get my tickets. I call him and he explains that it will be a quick talk about features of the hotel while having bfast. That’s it.

They pick you up and bring you to the Dreams Tulum Resort & Spa. You’re checked in and you go eat breakfast at their free buffet. We left our quasi luxury resort to come eat waffles and muffins 🥴

The presentation is a pitch to sell you a hybrid subscription and time share with a cost of only $80,000 USD 😂😂

The pitch is delivered by 4 salesman. First 2 guys are selling a subscription/time share for 80k. It’s a sales guy and his sales manager (think car dealer setting, where they’re all managers lol). After we decline this nonsense they send a third guy, Rashid, a demeaning and arrogant elderly man. He insinuated we were too broke and couldn’t afford the 80k offer, so he suggested a 6k option. No, again. After an hour of their pitch(es), their last guy comes in (Sergio?) the worst of them all, unprofessional and arrogant. He starts by saying, the presentation is over. And proceeds to pitch a vacation package 🙄. Again, NO. He’s visibly upset, slams his folder and directs you to the exit.

Finally, you’re in their exit room where a woman comments to another gal that we’re “asking,” insinuating that we’re begging, for our gifts. She said it in Spanish before realizing I spoke Spanish. Excuse me - we bought these stupid tickets!

But wait - there’s more! It goes from aggressive selling to scam-like.

This is were Hyatt goes beyond misleading to negligent and shows their disregard for tourist and human life. Considering the amount of extortions, murders and kidnappings that happen in Mexico. I’m from LatAm so no disrespect to Mexico.

The tickets you purchased consist of a series of tickets, cash and coupons.

Tickets to the ruins, a ticket for a taxi to get to the ruins, a coupon to get the Cenotes and 1k pesos for a taxi back to your hotel. Yup, the Hyatt Dreams Resort gives you cash so you can find a taxi on your own. Mind you - we’re traveling with small children.

The coupon to the Cenotes is a photo the employee edits on his phone. He then tells you take a photo with your phone and that’s your ticket to get into the Cenotes.

The cash is 3k pesos initially, then they make you sign a document stating “I received 3k pesos from Hyatt International”

Then the same guy who gave you 3k pesos takes 2k pesos back to pay for the coupon/photo he just edited. You’re left with 1k pesos to figure out transportation. If you don’t speak Spanish. Then you’re stuck on the road trying to catch a taxi on your own.

The whole experience was infuriating, misleading, and a waste of time.

We were picked up at 7:30 am and made it to the tours by noon. A horrible way to waste time on vacation. Really bad taste of Hyatt and after this nonsense I will avoid any of their properties.

If this is a Hyatt property it is not to that standard. The staff are all very friendly. Most restaurants were closed leaving limited food options for the entire resort. I upgraded to a Prefered room but the only perk was access to a tiny VIP lounge and a part of the beach with table service. Apparently there is a special concierge but the number isn't listed anywhere. The room only has beer, soda, and water in the mini-fridge.

Majestic!!

The hotel area has nice trees and good feel.
The restaurant staff, bar and gym staff were mostly friendly, however, we left out sons sunglasses on the table after lunch and when we asked the person serving us the next day named Xavier if he seen them he said he wasn’t working that day after 3:00pm. That was a lie, as he helped us until we left the seaside grill at 4:25 so we suspected him and went to the concierge desk. They were not willing to check the cameras or even look into it for us. Nice to your face but you have to keep an eye on them from ripping you off constantly. When you want something brought to your room we had to ask several times and still nothing. They say “yes we will do that right away” but nothing happens. This is typical.
Restaurants are far too small for the amount of people they serve. Some days restaurants are closed periodically which adds to the congestion. There is usually an hour or more wait and you can’t make reservations at any restaurant which I don’t like. We also got ripped off multiple times when making purchases and they NEVER have change even though they take money in. So be aware, they lie about that. Bring pasos and not USD because they will rip you off on exchange rate that way as well if they can, so always have the right change.
Ask a lot of questions because they are not very willing to give information.
Must always negotiate everything which becomes a game eventually and mostly turned us off from buying anything.
To be honest, the best part of the trip was meeting the other people on vacation. Was good getting to know so many others and making new found friends.
The weather was good, and the beach had a lot of seaweed. To solve this go to playa beach. A cool place to visit with shops and restaurants on a beautiful beach.
Nightly Entertainment was always outside even though they have a large building for this kind of stuff.
You have to walk a fair ways as everything is in one location by the beach when isn’t very convenient.
We will not be going back to this resort and we don’t recommend it.
There are so many other ones that are much better with better layouts.
Even though this review seems mostly negative we always have fun with the new people we meet and being in the sun.

I liked our stay in this resort, yes we had some complains, beach they could clean better or they need more people for this, not possible to swim by sea landscape, but this is nothing to do with resort, it’s location, bad dinners buffet outside, slow service in restaurants a la carte, check in slow solving the problems, but there are munch more pluses then minuses, all food was tasty, breakfast and lunch were perfect! Kids club was amazing, jungle, animals, beautiful territory, buildings, entertainment all the time(but after 23:00 quite, this was perfect!) all this were great, preferred jr suite was comfy. Overall we had a very good time👍🏻

The service is incredible, everyone is friendly, they have easy access to the beach, the only bad thing is that there are too many stones when you get on the beach ❤️
I like that there is no restriction on food or drinks, there was food all the time, the pools are very comfortable and not deep at all.

Looking at the property, it's clear it's a bit older no Ac in the hallways and needs some renovation

This is a disgrace to the Hyatt brand. Not sure why Hyatt bought this bad hotel.

We paid a premium price for an ocean view room. But we were put at a garden view room. Front desk manager, Armando, was not helpful despite we followed up again and again. I have sent multiple email to your front desk email address and the general manager of the hotel.

Awaiting to hear back.

The location/beach is beautiful, BUT you can't go in to the water without risking injury. Just a few steps in and you are stepping on sharp rocks. And just inches undert the "beach" there is cement.
The accomadations are a little older but I didn't have any issues with that.
The staff is very nice. And there was nighty entertainment that was fun. Although, I paid a lot of money for an all inclusive experience so I wouldn't have to carry cash, it felt like you had to tip...
What I did have issue with is the tasteless food. It was pretty awful. I actually lost weight on vacation. The drinks are watered down. And we tried every restraunt. The only edible one was the Italian place, but how bad can you mess up pasta. It wasn't good, but edible.
So sad, I have never been to an all inclusive place and this was a trial, it has detered me from ever trying one again. Again, I spent a pretty penny, thinking that you get what you pay for. This was not worth it.
Also, it's a ride from the airport. After traveling to get to Mexico, another 1.5 hrs was too long.
I waited an hour for the "included Amstar shuttle" and then hired a taxi, because I was not interested in waiting longer.

Right off the bat the lobby smelled like a hospital and was cluttered with people. Screaming kids everywhere. The whole place felt like a government simulation of "heaven". The property was underwhelming and the cheapest room was still extremely expensive for the experience. Food was edible but you have to wait in line to get to the buffet. And they make you wear a hideous shirt just to enter the dining room. Take your money elsewhere!!!!!!!!!

We just arrived and the restaurant has cockroach infestations, it was very disgusting!!!!

Just got back from this resort and I highly recommend it. The service was beyond excellent and the hotel was very clean even for it being 25 years old. The hotel is right on the beach, there are several pools and the resort is family & child friendly. There are several restaurants to choose from and the food is decent. I have to give thanks to the hostess that sat us at the hibachi restaurant (which is be reservation only). We didn’t have a reservation so we were seated at the regular dining area. She came back a few minutes later and said that a reservation hadn’t shown up and if we still wanted to sit at the hibachi table…of course we said YES! My daughter was sad about not being able to initially sit there but afterwards that really made her day! Thank you!!!

The Tulum ruins are about 10 minutes away and you can take a cab. Wear light clothing and comfortable shoes if you go because it’s quite the hike.

Overall the only reason I didn’t give it 5 stars was because of the limited room service menu and the room has one of those AC units that will turn off in the middle of the night. I guess it thinks the room is empty so to conserve energy it goes into fan mode. All you to do is turn it off and on again and it’ll stay on for another couple hours.

If you like a smaller type resort this is the one for you. Please take some of the negative comments about this resort with a grain of salt, it really doesn’t deserve it…especially a 1-2 stars. I can’t express how nice everyone was to us and how much they went out of their way to provide great service. I would definitely come here again.

This place is absolutely terrible. I was here the same time last week. Charging people for a service dog? Ridiculous. My water was also shut off for over a day and no one notified me about it. The AC in my room did not work either.

Nightmare at Dreams Tulum: A Disastrous Stay

My experience at Dreams Tulum was nothing short of a nightmare. From the moment I arrived, it was clear that this so-called luxury resort was anything but. Let's start with the blatant disregard for basic decency: they had the audacity to charge me for having a service dog. Discrimination much?

But wait, it gets worse. The water in my room was mysteriously shut off for over a day without any explanation or apology. Imagine paying premium prices for a supposedly upscale experience, only to be left without basic amenities. It's beyond unacceptable.

And don't even get me started on their archaic computer system. It seemed like every time a staff member needed to access something, the system conveniently decided to throw a tantrum and stop working. The level of incompetence displayed was mind-boggling.

In summary, save yourself the headache and avoid Dreams Tulum at all costs. With their disrespectful treatment of service animals, lack of basic utilities, and dysfunctional technology, it's clear that no one should subject themselves to such a disastrous experience. Take your hard-earned money elsewhere for a truly enjoyable vacation.

To respond to your response, I never said it was my pet. I did not want to publicize my disability and who are you to even say that to me? TERRIBLE AND RUDE. The paper also says $50 dollars a day when you charged me $65 a day when you shouldn’t have even charged me at all. I showed you my paperwork which you clearly did not read. I will continue to write reviews to ensure people do not stay here.

Absolutely beautiful! Efficient service. Friendly staff.
I would definitely be returning.

Stayed at Dreams Tulum for a friends wedding, which was beautiful. Overall we had a great time. The resort grounds were beautiful, very lush. You can tell the crewmembers put a lot of time and attention into maintaining the grounds. There are two very large pools. However, unless you enjoy sitting by the pool or in a lounge chair on the beach, drinking all day, there isn’t much else to do at the resort. Swimming at the beach is challenging due to the beach being extremely rocky. We ventured off the resort to explore some cenotes as we were craving some adventure. The food isn’t great and unless you’re in the preferred rooms or a suite, the regular rooms don’t have actual air conditioning. They have thermostats in the rooms but they don’t reach a temperature below 22 Celsius which is 75 Fahrenheit and not an ideal sleeping temperature when it’s 88 degrees and humid.

Please please do not stay here. This resort is worthy of a ZERO star review. Chances are too high you'll have a terrible stay as I had and we pay way too much and really look forward to these times away from the cold to not enjoy our vacation.
I only stayed here as I was attending a wedding.
First!!! A glass door in the room broke. There were many pictures taken to show the improper installment of the door and the door stop behind, which was missing the rubber so you had a glass door hitting a metal door stop for who knows how long. It's tempered glass.... Do not break that easily. They immediately treated us like criminals and as far as I'm concerned stole our money. When they sent someone to clean the glass, they left SHARDS of glass all over and we had to clean up so we didn't cut ourselves. I've also seen how they treat guests thar hurt themselves at their resort due to lack of maintenance.
When I tried to make a complaint, when I eventually found someone that could speak some English...... I was told they didn't represent the resort... and was treated quite terribly.
I paid a premium price for an "Oceanview room" basically overlooked the courtyard area..... not quite the experience I've had in other Oceanview rooms I've stayed in elsewhere.
Had to change from my bikini top for the buffet. That's fine I had completely forgotten about the "dress code" went and changed to not much more than a bikini top and was allowed in. Went in a different day with that same top and was told I had to change, I looked around and there were people in sports bras, which was pretty much the same as I had on. Super frustrating.... at a buffet and in a tropical location, my crop top which is a shirt is about all I have. Plus have the same standards for all guests, including people in sports bras.
The resort is SUPER outdated and tbh nothing impressive. The beach area is a rocky disaster and can't even go in the water.
I have told everyone I know about this horrific resort and will post many reviews. Luckily we also spent time in an air bnb which was FANTASTIC!!! I was so happy to leave this place.
Please please take the warning, read reviews and stay somewhere else. I've had many many good other experiences at other resorts. I will never ever stay at this run down "resort" again. Lesson learned. Read reviews evem if going for a wedding.

AGAIN. I HAVE PICTURES OF THE QUESTIONABLE INSTALLATION OF THE GLASS DOOR. IM SURE THEY'RE HOPING A GUEST BREAKS IT SO THEY CAN STEAL FROM THEM. Also read reviews about them taking hours of your time for timeshare purposes 😬 be very very careful of this place