Dreams Sapphire Resort & Spa

Very disappointing stay for me and my Mrs. This is my 3rd time in a Dreams resort in Q.roo, and was definitely the worst Dreams I’ve stayed at. I won’t be staying in a Dreams again. For me, this is not a 5 star…there are not enough pool loungers, with ppl coming down very early to reserve, which the hotel should prevent. It doesn’t prevent, so you come down at they’re all taken. The beach is awful for seaweed, which makes the whole place smell like sewage. The hotel should implement seaweed nets and employ ppl to clean the beach…..mounds of rotting seaweed! At least once a day the pool area runs out of towels so you come down and essentially wait like a loose end. When having room service, one of the days the fridge was not restocked, so had to call service, which is fine but not for a 5 star hotel. I also attempted to have laundry done, called service, but my clothes were not collected, so I gave up on that. Also, one of the biggest gripes….there are ‘Bali beds’, which cost approx 65-100usd per day, so after you come down to find there’s no room or any towels, you’re forced to pay 65usd, when you’re staying in an all inclusive. We got 200usd of resort credits however you could not use these credits for the Bali beds, so for me this was bad. If there’s not enough loungers, get rid of the Bali beds so ppl staying can have an area without paying 65usd! The staff made the whole experience better. The staff were fantastic, couldn’t fault them, and the food was generally very good. Hotel room and grounds were also well kept and clean. Read less

Having just returned from our stay as a family of 4 with 2 children- the most important question with a review is would I return, and the answer is NO. That being said so much about the hotel is excellent and if they could just fix a couple of things we would never go anywhere else. The Excellent: The staff, there are many and in our experience all doing a wonderful job. The entertainment staff go all out, the bar staff are excellent and kind to adults and children (Jaime on the beach bar was very kind), the waiters are kind and efficient. The food was good and varied, with the choice of 5 a la carte restaraunts for supper you have excellent choice, but even the buffet was excellent- my kids loved the buffet so much they didnt want to try all the a la carte restaraunts preferring to eat at the buffet. On top of the restaraunts and bars there is also a cafe and a smoothie parlour so everyone is catered for throughout the day (and night) There is so much to do (more even than advertised) with a big pool, water slides, a kids club with activities in the evening even if your children dont go to kids club (activites included a neon party and outdoors cinema), as well as a 'teens' club with playstations and table tennis (all in an airconditioned room). It is so close to Cancun airport it makes the journey so much easier (but once you are at the resort you truly wouldnt know or feel close to major transport as it is quiet and calm) BUT the beach is unacceptable. The seaweed/ seagrass is disgusting and makes the whole resort smell. The excuse that it is affecting the whole coastline/ nothing can be done is also non existent as the next door resort had a clear beautiful beach and a different Dreams resort 1 along also had a beautiful beach. There is plenty that could be done (put a net out and then use a tractor to clear the shoreline as per the other resorts), and without this change the resort is unvisitable IMO between April and October. The other niggles (that wouldnt stop us returning) are - they are constantly trying to upsell, whether it is Bali beds by the pool for $65 a day, or when you check in not giving any useful information such as meal times, or check out instead just listing all the upgrades you could spend to get into preferred club etc - they claim water sports are included such as kayaking, but in reality you need to pay £6 a person a day in cash to the person on the beach- not the end of the world but would have been helpful to know so you can bring the cash you need as they dont accept card. Read less

Staying in a swim out room in the new Indigo building. The resort is very nice, and the Indigo rooftop pool and Gohan rooftop restaurant are fantastic. The swim out pool is a great amenity - very private and relaxing. The Preferred Club Lounge is quite nice, and the resort staff are excellent. However, we did have one dinner where service was sub-par at best. It was at the Bordeaux French restaurant, which started off fine, but eventually turned into over an hour wait between the soup course and the entree. Three of our group got tired of waiting and went for food elsewhere before the entree arrived. The other huge negative is that the toilet in our room doesn't work and water bubbles up out of the sink drain. I've had maintenance out four times in six days because the toilet just won't flush. There are at least 3 other people on our floor who have had the same issue - every morning and every evening the toilet doesn't flush. The staff are quick to apologize, but it's obvious that the building has a plumbing problem and they aren't really fixing it, just dealing with it. Or, more to the point, asking guests to deal with it. They told another member of our group that no one else had reported similar problems, but we know this to be untrue - two on the first floor in our group reported issues, and we've met two other couples who have also reported the problem. This solution offered was to change rooms, but moving to another swim out on the same floor would undoubtedly result in the same problem, and there was no refund or additional compensation offered to move to a higher floor with no swim out. No matter how much I may like the resort, I likely wouldn't recommend it or come back if I can't reliably use the toilet in my room. My wife and I have had to go to the lobby restroom in the middle of the night, which is just unacceptable. Read less

We arrived at the hotel about 7.30pm after a long flight from Gatwick and an hour and half waiting for our luggage at Cancun airport with check in being quick and efficient.We booked a BA holiday and got a great deal with The Preferred Club and I would say if you don’t have kids under 18 it’s really worth it. The room was in block 5 and had a very comfortable bed and pillows and was very spacious with a safe,mini bar,good air con and lovely hot powerful shower and seperate WC.Towels were also soft and replaced as and when you wanted.The only issue we had was on 4 occasions some of the drinks in the minibar weren’t replenished but a quick call to Reception and someone was at our room within 30 minutes each time👍 The Adult pool was lovely.If you want to just chill then this is the place for you.Never a problem getting a sun bed or Bali bed(You book those at 9am for the following day with Omar at the bar).The drinks were all premium brands at this bar and Rosendo,Carlos and Natividad looked after us so well and worked so hard from 9am-5pm.The entertainment team of Mar,Tony,Joe,Daniella and Abraham deserve special mention and a special thanks to Mar and Tony who went that extra mile on a couple occasions ❤️.The only suggestion I could make is I think someone may need to check the ph levels in the pool as my wife as well as a few other guests had their silver jewellery go a strange colour after only one day in the pool and the togs of peoples swim shorts went from white to a yellow/green colour.Also I found it odd that 4 of the Bali beds were chargeable at $50 a day which has I believe only just been implemented.When you already pay extra for Preferred Club I feel it is just plain wrong to then charge again !! The food at the resort was very good and the World Cafe was so much better than 2 years ago when we came,especially at lunchtime.Indeed I thought the lunchtime was better than evening time.The breakfast was very good and you had the choice of pretty much everything.We ate at 3 a la carte restaurants-the blue grill,Portofinos and the Bordeaux.The Blue grill was ok but Portofinos and Bordeaux were very good and the food and service were excellent at both.We tend to eat early about 6.15 and never had to wait and would have 3 courses in 1-1.25 hours which was just right.Also blokes DONT have to wear long trousers anymore at Bordeaux with smart shorts acceptable 👍.The only thing missing in all restaurants is air conditioning which I think would enhance your dining experience.The Preferred lounge was lovely and did have Air conditioning and also did a small selection of food at breakfast and nibbles at lunch and dinner.It was a nice place to have pre and post meal drinks. The 3 issues and I suppose cons about the Resort were 1.The seaweed problem which ensured the beach was shut the whole 2 weeks we were there so you couldn’t swim in the sea.The smell was pretty awful tbh but you did get used to it after a few days.Whilst a lot of this is out of the hotels control it does seem talking to staff that from early June to September you will be lucky to get in the sea and this year was worse than 2 years ago.Unless Sea temperatures drop then this sadly will be a constant problem 2.I have never been to a resort where people put towels on sunbeds so early.We went to gym at 6am every morning and there were towels down then and by 7am you would struggle to get a bed by the main pool.Was glad I went to the Preferred pool where there no such problems. 3.As mentioned above we ,but especially my wife ,is an avid gym enthusiast,so when we went to the gym first morning at 6am we were disappointed to see 3 out of the 4 treadmills out of action.Then after the 2nd day the 4th one was broken so we reported it and a further 2 discussion over next 7 days but they still were out of action which remained until the day we left.This really is very poor and we saw so many people just walk in and out of the gym as other machinery as well as the treadmills were also broken.This really let the hotel down. Overall it was a very nice stay and all the staff were positive and were a credit to the hotel.The Coffee shop was also fab and did a great coffee or hot chocolate along with cakes and yogurts.If the above 3 points could be positively addressed then it would be 5 stars as I really couldn’t fault it for the money we paid for the holiday. Thank you to all the staff❤️ Read less

VERY disappointing experience at this resort. We were there for a wedding weekend. First of all, we were in the nicer pricier Indigo portion of the hotel in theory. We were given a handicap room with no request for one. The result was no privacy at all from the shower area to the toilet and the entire bathroom filled with water when showering. One day the mini-bar was not refilled as had been promised. Room cleaning on Saturday was mid-afternoon though less expensive areas of the hotel had already been serviced. No iron in the room. We had to request a hair dryer. Jets on the porch jacuzzi were not functioning properly. Saturday morning breakfast service was lousy and the food was not hot. Not once during the wedding dinner were our water glasses refilled. Got the feeling that this place had been neglected and was in need of some upgrades. Some outdoor sun umbrellas did not function properly and staff had to tie them open. Our complaints were ignored while at the resort. The beach area was not appealing at all. We did have one excellent dinner on Monday night. Folks can do MUCH better at other resorts. Read less