Dreams Jade Resort & Spa

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.

We arrived at Dreams Jade Resort on September 11th for a week-long stay and we did not want to leave! We had such a wonderful vacation that we’re already talking about when we can come back. We travelled as a same-sex couple, and I want to mention this because it was something we wondered about before travelling. We never once felt uneasy, uncomfortable, or treated any differently. Every staff member we encountered was incredibly friendly, welcoming, and kind, and we felt completely comfortable throughout our entire stay. A HUGE shoutout to the Entertainment Team!!! Saul, David, Tony & Dylan! I’ve been to quite a few all-inclusive resorts, and this was by far one of the best entertainment teams I’ve experienced. These guys are phenomenal and kept us entertained throughout the entire week. They were fun, energetic, and genuinely seemed to care about making sure everyone was having a good time. But a special shoutout to Saul & David, who went above and beyond. They checked on us throughout our stay, encouraged us to participate in activities, remembered our names, and even made sure to stick around to say goodbye on our last night. Those little personal touches made such a difference and they made leaving even harder! Another honourable mention to Edwin & Jesus at Castaways Buffet! These two made our mornings so much better. They were always among the first to come greet us at breakfast and were so kind and sweet every morning. Jesus remembered our drink orders and would bring our iced coffees without us even having to ask. On our last morning, he wasn’t even our server because we had to sit outside of his section while he was busy and he STILL brought us our regular iced coffees because he remembered what we always had. Asian Spice was another highlight! We tried several of the restaurants during our stay (and absolutely loved the French restaurant as well), but we kept coming back to the Spice. We ended up eating there 4 times because the food was just so good. The Teppanyaki experience was an added bonus. Our chef was Luis (I hope I have his name right!) and he was so nice, funny, and made the whole experience so much fun. Definitely another shoutout to him! The room exceeded our expectations. Our room was clean, modern, and very nice. I was honestly a little nervous going into the trip because we didn’t upgrade to Preferred and I wasn’t sure what to expect, but I really didn’t need to worry. We were very happy with our room and couldn’t have asked for better. A few things I know people have mentioned in other reviews: The main buffet not being open for dinner was probably my only real “complaint,” but we completely understood that this was due to the resort being at lower capacity this time of year. And honestly, it ended up being a blessing in disguise because it encouraged us to try the different restaurants each night. If the buffet had been open, we probably would have missed out on some of those experiences. We also saw a lot of complaints about the construction, but honestly, it did not bother us at all. We knew it was happening before we arrived, and yes, we could hear it at times, but it never negatively affected our vacation. The beach did have quite a bit of sargassum during our stay, but from what I understand, this is a much wider issue in Mexico right now and certainly isn’t something the resort can control. We personally didn’t spend much time on the beach because we tend to prefer the pool anyway, so again, it didn’t take away from our vacation. Overall, we had an amazing week at Dreams Jade. Between the incredible staff, entertainment, food, room, and atmosphere, we genuinely had such a great time. A huge thank you to everyone who made our stay so memorable - especially Saul, David, Edwin, and Jesus. You all made it so much harder to say goodbye. We left wishing we had more time, and we’re already planning our next trip back. Until next time, Dreams Jade!

Everything is excellent at Jade. The only disappointment was the beach. This is no fault of there own. The seaweed and smell is very bad. The beach is red flagged and unusable. You have to try the French and Italian restaurants. Excellent!

Our VIP (UVC) week spent at Jade was amazing! Jade is not the flashiest or largest Dreams, but makes up for it with their staff. Coming off a few Cancun area resorts (Sapphire and Natura) Jade was so far ahead in their service delivery. A few individuals stood out: 1.Preferred Pool Servers Al and Edder were absolutely incredible and attentive. They memorized our drinks and always checked in. Melvin, the pool concierge was outstanding - he greeted us by name every morning, set us up with a table and shade and ensured we had access to an ice bucket with water every day. 2. Massages with Andres were a highlight of our stay. With a 5 minute pool side massage, he will identify your stress and booking with him is a must! He has over 25 years of experience and his relaxing, deep tissue, hot stone and reflexology services were better than massages I've had in highly renowned spas. I had 2 massages during our stay with Andres. He is phenomenal. My husband had a massage with Laura and loved it too! The servers in Coco Cafe were always smiling and helpful. Best dinners were at Spice (hibachi with Luis), and Capers (Alfredo). We went twice to both. Don't miss the bike ride to Puerto Morales and daily yoga if you are looking for a beautiful morning view. The cons of this trip which led to 4 stars: 1. Ongoing construction means some noise and a lot of closures of areas and restaurants. 2. The air conditioning in Cin Cin is broken and rather than close it or fix it, they remain open making the dining experience pretty unbearable. 3. The entertainment team didn't always do what was listed on the app. For instance we were interested in doing Pictionary and One Million Questions and made the 20 minute walk from the preferred pool just to realize they weren't doing it. We also walked over for pool volleyball which ended up being basketball. Not a huge deal but a disappointment. We were here for 8 days and only our last 2 days people from the entertainment team came to the preferred pool to talk about activities. That being said the games we played were super fun.