Dreams Jade Resort & Spa

We stayed here for four nights and it was wonderful! It was so nice to be able to stay at the resort and just relax and have everything you need. There are plenty of activities to keep you busy. The staff are so much fun! We had a great time with Saul, Dillon, and Antonio. They are so kind and help everyone have a good time. We would gladly come back.

The staff is truly what made our experience at this resort memorable. My positive experience actually started months before we even arrived, thanks to Carolina Villareal, the e-concierge, who was incredibly responsive to my questions and requests through Instagram. She was wonderful to work with and gave us such a positive first impression before the trip even began. A few days before our arrival, communication in that same thread became much less responsive, so I am assuming someone else may have taken over. Once we arrived, many staff members went out of their way to make us feel welcome and cared for. Jonathan, Jose, Edwin, Lourdes, and Miguel made our mealtimes such a pleasure. They were consistently attentive to our needs and helped make dining much more enjoyable. Heidi, the hostess, was always friendly and smiling whenever we saw her. Edwin and Melvin at the pool were wonderful and made sure our Bali beds were prepared for us. Gabriela and Martin from concierge were also extremely helpful when I was waiting for an important DHL delivery containing documents for my dog. They helped make sure I received everything I needed, which I really appreciated. Roberto, the Chief Concierge, made sure our concerns were addressed during our stay. Paulina, the Assistant General Manager, personally came to speak with us after our first dinner. She took the time to listen to our feedback regarding the food, which we appreciated very much. Gustavo from the culinary team also made an effort afterward to make sure we were pleased with our meals. That kind of personal attention really stood out and helped improve our overall experience. LOCATION: The resort is approximately 30 minutes from Cancun International Airport. We arrived on a Sunday and there was very little traffic, so the drive did not feel far at all. As someone who lives about 45 minutes to an hour from an international airport at home, the transfer felt very manageable. SAFETY & SECURITY: The property is gated and security is taken seriously. You cannot simply drive onto the property without providing the proper information, which gave us peace of mind and made us feel very safe throughout our stay. The downside is that getting through the security gate can take quite a while if there are several vehicles ahead of you. It would be nice if there were a way to make that process a little more efficient without compromising security. WALKABILITY: One thing we really liked about this resort is how walkable it is. We have stayed at large resorts where you practically have to wait for a golf cart every time you want to go somewhere. That was not the case here. Building 4 is especially well located and puts you close to many of the restaurants, the pool, and other resort amenities. PET-FRIENDLINESS: This was one of my favorite things about the resort. I was able to bring my 15-year-old senior dog with me, which means a lot because at his age I really prefer not to leave him behind when I travel. The resort provides a dog bed and bowls for guests traveling with pets. The pet fee is $65 per night unless your dog qualifies under their service or ESA policy. Dogs also cannot be left alone in the room for more than two hours, which was perfectly fine for us. My dog even enjoyed spending a couple of hours with us near the pool before it became too hot outside. I really appreciate resorts that make it possible for families to travel with their pets, especially senior dogs. FOOD & RESTAURANTS: Cin Cin Mediterranean: This was one of our favorite restaurants. The food was delicious, everything our group ordered was flavorful and savory, service was quick, and the ambience was very nice. We had a really enjoyable dinner here. Spice Asian Restaurant: Another favorite. The food was flavorful from appetizers through entrees, and there really were no complaints from our group about the food. Service was also quick, and they even prepared a wonderful cake for our friend’s birthday. We enjoyed Spice so much that we returned for dinner again on our final night. Mercure French Restaurant: We also had a very good experience here. The food was delicious, and we enjoyed the service, atmosphere, and overall dining experience. Tamarindo Mexican Restaurant: Our dinner experience here was disappointing and the service was slow. However, lunch was a completely different experience. Both the food and the service were MUCH better during lunch, and we enjoyed it much more. Buffet Breakfast & Lunch: The buffet was average overall. Nothing was necessarily bad, but it was not something we would rave about either. During our stay, breakfast at Carnival had been moved to the Castaway area outdoors, which can become terribly hot depending on the time of day. Capers Italian Restaurant: Unfortunately, this was our least favorite dining experience. The food tasted more frozen or pre-prepared than freshly made. Everything also came out extremely quickly, including entrees within approximately 5 to 10 minutes of ordering, which contributed to that impression. ROOMS & BUILDINGS: We were originally assigned to Building 3 while our friends were staying in Building 4. Building 3 felt like a farther walk, so we asked to be moved to Building 4, which was much more convenient and centrally located. We definitely preferred the location of Building 4. That said, the rooms in Building 4 felt dated and could benefit from updating. Our friends staying in Room 4209 unfortunately experienced a cockroach issue during the stay. We did bring it to the resort’s attention, and I want to give them credit for responding quickly. They sent an exterminator the same day. Unfortunately, the issue did continue throughout the stay, so that is something I think the property needs to address more thoroughly. There is also quite a bit of construction taking place around the resort right now. At times, it can be somewhat of an eyesore because it takes away from the beauty of the property. However, it is also clear that improvements are being made. One of the buildings was being painted on the exterior during our stay, and I think similar updates throughout the rest of the property would make a noticeable difference once everything is completed. CHECK-IN & CHECK-OUT: This is one area where I think the resort could really improve. We were checking in three rooms for a group of six people, and the process took approximately an hour. The process felt very manual. We had to physically sign paperwork, and we were not quite sure what else was being processed that caused check-in to take so long. For a Hyatt-affiliated property, we expected the arrival process to be more streamlined. Check-out did not take an hour, but it also felt somewhat manual. Several members of our group had spa treatments, and there were physical receipts that had to be reviewed, processed, and paid before we could complete check-out. A more digital and streamlined system would make both arrival and departure much smoother. RESORT CREDIT: At check-in, we were approached by Bruno and told that we had a $200 resort credit. Because he could see that we were tired after how long the check-in process had taken, he suggested that we come back the following day, which we did. By that time, however, several members of our group had already completed their spa treatments. When Bruno gave us the coupons, we were told that we could still apply them at check-out. Unfortunately, when we checked out, the coupons were not honored because we were told that the spa had already applied other discounts. That was disappointing because we had specifically asked about using them after the spa treatments and had been told that they could still be applied. I think the resort could avoid this kind of frustration by explaining the resort credit clearly at the very beginning, including exactly where it can be used, whether it can be combined with other discounts, and when it must be presented. OVERALL: Overall, we enjoyed many aspects of our stay. The staff was absolutely the highlight for us. There were so many employees who genuinely made an effort to listen, help, and make our experience better. We also really appreciated the pet-friendly environment, the sense of safety, the walkability of the resort, and several of the restaurant experiences. There are definitely areas that could be improved, particularly the condition of some of the rooms, the cockroach issue we encountered in one room, the check-in and check-out process, communication regarding resort credits, and consistency of some of the food. However, the employees made a significant difference in our overall experience, and many of them deserve recognition for the way they treated us during our stay.

First, but not last visit and we had a wonderful time! We did Preferred Club and would recommend it 💯. We are usually beach bums but due to the seagrass situation we hung around the pool. This alone was worth the upgrade to us. Very relaxed and quiet. Had several musicians play during the week. Two different worlds when comparing the two sides of the resort. What truly made our stay so memorable were the staff. I can’t remember all the names but these were the standouts for us. Lourdes, Juan, Manuel, Alondra, Stephanie and Leo. In the Preferred Club Aley, Michelle and Misael were lovely and so fun visiting with. Top stars have to go to Jesus and Melvin at the adults pool. These guys went above and beyond. Not only did they take care of everyone with big smiles but surprised my husband on his birthday with a special treat. Thank you so much! You gave us some wonderful memories. We can’t wait to return!

Very disappointing experience at Dreams Jade, especially for a hotel that presents itself as a premium resort.ñ Our bad experience with this hotel actually started before we even arrived. We originally had a reservation at Dreams Puerto Cancún, which was cancelled without Letting us know, I realised because I called to add an extra person to the Room and they said it became a adult only hotel, after that they made us wait for months and they did not want to refund,change hotel . We were kept waiting for a long time and were ultimately not relocated to another hotel, which meant we lost money and had to pay for another reservation ourselves. Despite that, we decided to give Dreams another chance because we had always had good experiences with the brand in the past, so we paid again to stay at Dreams Jade. Unfortunately, the problems started on our very first night. At this hotel, almost everything depends on their app: menus, maps, restaurant reservations, room service, etc. I personally went to Concierge to make reservations and was told I had to do it through the app. The problem is that the app simply does not work properly and keeps crashing. That same night, we were celebrating the wedding anniversary of two of my cousins and their wives. We are a large family group, and after spending some time at the hotel nightclub, at around 1:00 a.m. we wanted to continue celebrating with a few drinks in a common area with tables and chairs outside the lobby. We tried ordering drinks from our rooms so we could bring them to that area, but the app was not working in any of our rooms. Our group is staying in approximately eight rooms, and several of us tried using different phones with no success. We then went to reception, where an employee named Bryan was extremely kind and helpful. We explained that the app was not working, and he told us that because of the technical issue, they could take our order and send the drinks to us. Shortly afterwards, however, José Hernández, who introduced himself as the manager on duty, came over. His attitude was completely different: dismissive, arrogant, and not at all what you would expect from someone managing a resort at this level. He told us that we had to return to our rooms and place the order from there. We explained several times that the entire problem was that the app was not working, but he showed no interest in finding a solution. When we continued explaining the situation, his response was essentially: “If you want, file a complaint tomorrow.” The most frustrating part is that Bryan had already found a solution and was willing to help us, but José would not allow him to proceed with the order. We returned to our rooms and tried again using two additional phones. The app still did not work. Eventually, Bryan was able to help us order food by phone because the app continued crashing. When you pay for a supposedly premium 24/7 all-inclusive resort, you do not expect to end up arguing with the manager at 1:00 a.m. simply because the hotel’s own system is not working. There was also another issue before our arrival. Approximately two months before the trip, I contacted the hotel and asked if our three family reservations could be placed as close together as possible. I was told that this would depend on availability, which we completely understood, but I was also specifically told that they would add a note to our reservations. At check-in, I asked about it and was told that the note had never even been added. As a result, our rooms were assigned very far away from one another. What makes this especially disappointing is that we have previously stayed at Secrets Divine, Secrets Huatulco, Dreams Sands, and Dreams Huatulco, and we had always received excellent and friendly service. Those positive experiences were exactly why, even after our first reservation was cancelled, we decided to spend our money with the Dreams brand again. This is the first time we have ever been treated this way. I do want to specifically recognize Bryan, because he was polite, helpful, and genuinely tried to find a solution to a problem that was clearly not caused by us, twice. Unfortunately, the attitude of the manager on duty, combined with the constantly crashing app, the lack of follow through on our requests before arrival, and everything that happened with our previous reservation, has made our experience extremely disappointing. It is our very first night, and what was supposed to be a special family trip and anniversary celebration was already negatively affected. Definitely not the experience we expected from Dreams Jade.

Luís was very friendly and respectful. His presentation was absolutely amazing. My husband and I enjoyed dinner and his sense of humour. Amazing!!