I would rename this resort Nightmares. We were here over Thanksgiving wgmgen it was busy but not packed. I cannot imagine what it is like over the Christmas holidays and winter and spring school breaks.
It felt like one big rip off with bad service from the moment the concierge did not respond three times to urgent emails during our arrival day saying we would be arriving late and our transport needed to be adjusted. It was not. No one ever took responsibility. But everyone kept relentlessly trying to get us to take 90 minute tour of a sister properly in exchange for $400 in additional resort coupons for the spa and bottles of wine even after I said no definitively five times. We stopped answering the room phone. They had the nerve to sell us a "romantic" beach dinner for my birthday for $300 but forgot to say it would be 50 feet from a wedding. We were the only dinner that night. We were taken and left. They still initiated we pay. The biggest rip off was with their vendor - Aqua World - who sold we a wildly inappropriate $499 fishing trip so my 6 year old could catch a fish, supposedly the only way to do so at Dreams which is ridiculous. I got hosed. The trip was totally inappropriate for a 6 year old and Dreams did not back me up. The food is icky. The service is very mixed. And, our room was super noisy. I would never recommend this place. A lot of sea weed, too. Stay away.
Comment from Hotel Management
29-Nov-2016 by General Manager, Hotel Management
Dear Ann-Marie M,
First of all we would like to start by thanking you for giving us the opportunity to host you during your family vacation in this amazing destination.
It is quite understandable, that sometimes our service and standards do not fulfill our guests’ expectations however we totally value our guests’ opinions since they let us know how you really perceive our resort and clearly show us what we need to maintain and show us those areas where we still need to keep improving.
We appreciate your kind observations about the areas where we need to pay attention, be certain that we will share your comments with the departments involved.
On the other hand, we are very surprise to read your general comments about the service and overall experience in our resort.
Regarding your comments about the lack of response of emails, we do consider important to point out that our Concierge staff did assist you not only programming your transportation, but also with baby sitter details and providing information to visit attractions nearby the resort. It is true that you couldn’t take the transportation due the airplane delay however neither you our the staff could have anticipated this situation. On the contrary of what you mentioned, the transportation was not prepaid, it was only booked and the service was not charged by company hired that actually went to the airport to pick you up at the time it was originally confirmed. We have shared your comments with the Concierge staff in order to avoid similar situations in the future.
We must express that we are not sure what do you mean by affirming to have been subject to stares and inappropriate questions by other guests and staff, this is a very delicate affirmation that could be interpreted in so many ways as it was not specified or reported as we do not have any record of this.
As you mentioned on the last email that you had with the Concierge staff, we were aware of your intentions of using other channels like Hotels.com and Social Media to share your personal opinion of your overall experience.
Regarding your comment about the tour, first of all it would be really important to share that the resort itself does not sell any kind of tour, attractions or transportations, it is necessary to use an external company. There are Representatives in the Lobby that sell these services or the company by the pool area.
In this case after we talked with the company that provided the fishing tour they affirmed that they were also surprise to read your comments as apparently the service was normal and did not have any problem. We provided you the email contact from the company through you purchase the service with in case you wanted to make a official report and request a refund but you chose not to reach them.
Overall, we are terrible sorry that you have these impressions and that you could not enjoy your vacations, after being a property that received countless international awards like Four Diamonds by the AAA, be part of the Travelers Choice list as one of the Best Family Resorts in Mexico and receiving the Certificate of Excellence of sixth years in a row (the last two awards by TripAdvisor) we must express that our main goal is to fulfill our guests expectations, needs and create unforgettable memories.
We honesty hope that someday you can give us a second chance as we know we will be able to truly show you all the services that back up our successful carrier from the past seven years.
eConcierge-Social Media Coordinator
Dreams Riviera Cancun Resort & Spa