Dreams Sapphire Resort & Spa

Carmen was the best wedding planner and created a relaxing and smooth planned process and an unbelievable experience. She is truly gifted. We had a hiccup with the Catholic documents misspelling my name. While the priest said that nothing could be done to fix it. (he was rude, not going to sugar coat that. We do not recommend Priest Guerra). Carmen saved the day by contacting the archdiocese directly and ensuring our documents would be corrected while we were still in Cancun. Carmen went above and beyond for us to create a magical day and it was truly that. THANK YOU CARMEN!!! Read less

Jose, the cabana concierge and server at Portofino, deserves immense recognition for his exceptional service. Throughout long days, he maintained a constant smile and tirelessly catered to our every request. Alongside Chef Eddy and Pastry Chef Isaias, Jose orchestrated a spectacular dining experience that surpassed all expectations. His dedication ensured that our time was truly unforgettable. Additionally, Jose's kind and friendly demeanor added an extra layer of warmth and hospitality to our experience, making our stay even more delightful. Moreover, Jose, from the front desk, contributed significantly to the luxurious quality of our stay, turning our experience into a dream come true. Read less

The stay itself was pretty good and most of the staff were friendly. The pool was a lot of fun. HOWEVER, when we were leaving, the guy at the front desk tried to charge us extra fees that we never signed up for. He said we COULD NOT LEAVE until we paid these mystery charges. One staff member said it was for renting a cabana, but another said it was for a massage. They didn't even know what these random charges were for. They were EXTREMELY RUDE about the whole thing, ruined the whole trip and I will never go back there, and should be avoided!!! Read less

As a preferred guest and a frequent world traveller, I feel obligated to share my detailed evaluation of the Hyatt-branded Dreams Sapphire Resort and Spa. Unfortunately, this all inclusive falls short in showcasing the rich local Mexican culture and providing a meaningful experience for the communities it serves. Upon entering the preferred members club lounge which appears as an afterthought of what seemed like a previous life as an underused bar. I was greeted with a soulless and poorly lit space that resembled more of a large padded holding room than a luxurious VIP retreat. The layout appeared haphazard, lacking ambiance or welcoming comfort. The reception area of the preferred club was shielded behind three cold glass screen, resembling a bank kiosk, devoid of warmth or personalised touches expected from a five-star resort. The preferred club room seemed like a miscellany of old furniture, showcasing outdated pieces collected from around the resort that lacked cohesion or style. The food offerings in the preferred club lounge were dry, uninspired, and seemed to be leftovers from the main World Cafe buffet restaurant. This lack of culinary creativity, imagination and attention to detail rendered the pre dining experience lackluster and forgettable. Attention to detail in this area, mirroring that of the world cafe restaurant with its diverse lighting styles, design, better zonal seating options, and better curated atmosphere music, would greatly enhance the guest experience and let’s keep the unruly children out. To improve the ambiance of the club lounge let’s have a code of behaviour that respects fellow guests enjoyment , I recommend incorporating zoning, elegant seating, and a distinct local theme that pays homage to Mexican culture. Collaborating with a talented local interior designer to infuse authenticity and charm into the space could significantly enhance the overall guest experience and benefit the local community. The guest rooms, while spacious, suffered from a poor layout and lacked adequate lighting due to the encroaching outside tropical canopy. They felt dark and dreary, lacking character or charm. Basic amenities such as additional lighting, bathrobes, slippers, or a turndown service seemed difficult to request, highlighting a lack of attentiveness from hotel staff and a failure to deliver a true five-star experience. The grounds of the resort, while aesthetically pleasing, lacked a sense of local identity. Adding local carvings and sculptures to the verdant grounds would enhance the authenticity of the resort and connect it more closely to vibrant Mexican culture, making it feel less detached and generic of the Hyatt brand - basically I could have been anywhere. Despite these shortcomings, the preferred adult-only pool provided a peaceful escape from the main family buzzing pool area. The food offerings in the main World cafe restaurant were commendable, offering a variety of dishes of high quality. However, an early morning room service order at 4:00am for breakfast was limited to a turkey and bacon club sandwich, as the accompanying fries could not be prepared due to kitchen stove maintenance issues at that hour. The spa, though clean and functional, fell short in providing an immersive and memorable experience, especially considering the exponentially high prices charged for treatments that seemed mediocre at best, a total rip off. I was disappointed by the perfunctory customer service and the sense of complacency among the staff. The few talented staff members appeared hindered by corporate rules and protocols, as evidenced by one staff member's unsuccessful attempt to accommodate a request for freshly cut fruit for my evening meal as only high calorie desserts were on offer. Additionally, the waiting staff's uniform policy of wearing hairnets felt needlessly discriminatory and in my European view borderline racist, creating an uncomfortable environment for guests. Addressing such issues is crucial for promoting inclusivity and cultural sensitivity within the hotel environment, whilst I understand it in the food preparation areas for waiting and bar staff it was overkill and perhaps reflects an uncomfortable undercurrent of racism with the local Mexican staffing pool, I found this disturbingly distasteful. In conclusion, Dreams Sapphire Resort and Spa fails to deliver an exceptional guest experience that celebrates local culture and community. Guests seeking a transformative and culturally enriching stay may find better alternatives that prioritise customer satisfaction and genuine hospitality. I hope this review serves as constructive feedback for the hotel management to reconsider their practices and elevate their offerings to truly reflect the beauty and diversity of Mexican culture. On a side note, my experience with a trip booked through the low-grade travel company, TUI, to visit ancient ruins and a local Mayan historical town was very disappointing, underscoring the importance of choosing reputable travel providers for a more fulfilling tour travel experience. Glad I did it but never to return as at resort felt trapped in the middle of nowhere…with no escape Read less