Worst resort by far I’ve stayed at in the past 10 visits to Mexico we’ve taken.
Aug 11, 2025 MeghrikSh California
I want to start by saying this was not my first stay at a Dreams resort. I’ve stayed at their sister property, Secrets, twice, and every year for the past six years, my family and I have vacationed in Mexico. We’ve visited more than ten resorts across the country, so I have a clear idea of what to expect from all-inclusive properties at different…
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I want to start by saying this was not my first stay at a Dreams resort. I’ve stayed at their sister property, Secrets, twice, and every year for the past six years, my family and I have vacationed in Mexico. We’ve visited more than ten resorts across the country, so I have a clear idea of what to expect from all-inclusive properties at different price points. We mainly chose Dreams Playa Mujeres because it was advertised as extremely kid-friendly and offered a water park, which was the deciding factor for our children. We weren’t expecting ultra-luxury, but we did hope for a touch of it. Unfortunately, our experience fell far short of expectations for several reasons.
Check-In Experience
We arrived late at night, exhausted from traveling, hoping for a smooth start to our vacation. Unfortunately, check-in was underwhelming. There was no orientation—no directions to the restaurants, no guidance on where anything was located, no basic introduction to the resort. We essentially had to figure everything out ourselves, which is not what you expect from a resort of this caliber, especially when traveling with children.
First Night Disaster
After finally finding our way to the room, we hoped to get some much-needed rest. Instead, we were placed in what staff themselves later admitted was one of the worst rooms in the entire hotel—directly next to the lobby. This meant constant foot traffic and loud conversations echoing right outside our door until 3–4 a.m. We barely slept, and our kids kept waking up throughout the night. The next morning, multiple employees sympathized and even admitted they get frequent complaints from guests placed in this location. The bigger question is—if they know it’s a problem, why are they still assigning guests to this room at all?
This rocky start immediately lowered our expectations. First impressions matter, and when your very first night is spent sleepless with restless kids in tow, it sets a frustrating tone for the rest of the trip. Unfortunately, what followed didn’t do much to turn that around.
Room Change – Not Much Better
We asked to change our room, hoping for a better experience. Surprisingly, there was no real apology and certainly no offer of a small upgrade to make up for the inconvenience. We were placed in what was described as a “quiet area,” but it was far from quiet. Noise from staff moving chairs and equipment around the stairwell carried on, disturbing our sleep. To make matters worse, right outside our balcony was full-scale construction—another constant source of noise. At that point, we simply gave up on finding peace and quiet in our room.
Housekeeping Disappointment
The second night, my 2-year-old accidentally wet the bed. I went down to the lobby and also called room service to explain clearly that all bedding needed to be changed, including the duvet. When housekeeping came, they pretended to have changed it, but the duvet clearly had not been touched. The smell lingered for two days despite my repeated complaints. Only after my husband personally called did they finally change everything properly.
Poor Service and Staff Attitude
One of the biggest letdowns was the staff’s overall attitude. Employees rarely smiled, and many gave the impression that guests were inconveniencing them. Several times, we would request something and staff would simply not return. One interaction in particular stood out: I asked an employee named Mario for a straw five separate times. Eventually, he turned around and told me, “You need to learn patience.” This was incredibly unprofessional, especially considering my request was because my kids needed water and I didn’t want them drinking out of cups that weren’t clean.
Hygiene Concerns
Cleanliness was another serious issue. Plates, cups, and utensils often looked poorly washed. We saw cups being thrown into a bucket of water and “washed” in a way that was far from sanitary. When we requested straws to avoid putting our mouths directly on those cups, we were met with attitude instead of understanding. This is not only bad service—it’s a basic hygiene problem that should be addressed immediately.
No Food by the Pool
For a resort marketed as family-friendly, I was shocked that there was no food service available by the pool. Families, especially with young kids, spend most of their day at the pool or water park area. Having to pack up wet kids and walk to a restaurant every time they were hungry was inconvenient and, frankly, unnecessary for a resort at this price point. Most comparable resorts we’ve stayed at in Mexico offer poolside snacks, light meals, or at least a grill with basic options. Here, that simple convenience was missing entirely.
Water Park & Kid Amenities – Not as Advertised
While the water park looks good in photos, the reality was underwhelming and, in some areas, unsafe. Some slides were closed during our stay without prior notice, and the splash areas for toddlers weren’t well maintained. The water slide area had broken pieces on the floor, and the mats that kids were supposed to land on were leaving stains all over their bodies and clothes. This was not only unpleasant but also a red flag for hygiene and maintenance. Some slides themselves felt unsafe due to poor upkeep, and the staff supervising these areas seemed disengaged, often on their phones rather than actively watching the kids.
Maintenance and Upkeep Issues
Beyond the water park, the overall maintenance of the resort left a lot to be desired. Pool tiles were chipped, lounge chairs were stained, and the landscaping—something that usually makes Mexican resorts feel lush and tropical—looked neglected in parts. At night, many pathways were dimly lit, which didn’t feel entirely safe when walking with children.
Value for Money
Given the price point and the “luxury family resort” branding, this stay felt far from worth it. Between the noise issues, poor housekeeping, unfriendly staff, questionable hygiene, lack of food convenience, and underwhelming kid amenities, it’s hard to justify the cost compared to other resorts in the area that have consistently delivered better experiences.
We came here excited for a relaxing family vacation, but left feeling frustrated and disappointed. This trip was filled with avoidable issues, and the lack of care from management and staff made it clear that guest satisfaction is not their priority. Until there is a major improvement in service, cleanliness, and amenities, I cannot recommend Dreams Playa Mujeres, especially for families.
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