Dreams Jade Resort & Spa

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.

We stayed at Dreams Jade from the 29th August to the 12th September. My partner and I travelled with our adult Daughter. When we arrived we were upgraded to a preferred room with use of all the perks that comes with it. Throughout our stay we cannot fault the staff, they were always polite and helpful and always had a smile on their face! We spent our days at the preferred pool and never had a problem getting beds. I must mention our waiter Alvaro, he was always happy and was so good at recommending cocktails/mocktails that Omar was so good at making! I have to mention the pool guys Jesus and Melvin who were amazing and so so helpful, Melvin went above and beyond to make sure my Daughter had the best day celebrating her Birthday! Also Leo from the buffet restaurant was amazing and also went the extra mile to ensure my Daughter’s Birthday started in the best way with cake a sombrero and sang Happy Birthday along with the rest of the staff! Throughout our stay there was construction work going and with that and the hotel being under capacity meant that the restaurants were open in rotation and the buffet was included in that. Having a fussy eater with us, this wasn’t the best! The buffet for our 2nd week was at the Castaway restaurant which was outside meaning no air conditioning, so very warm! Overall our stay was great!

We spent a lovely week at Dreams Jade in our preferred ocean view double suite. Rooms were spotless and roomy with big screen smart tvs (know your Netflix and Prime passwords) in bedroom and living room. Balcony was roomy with jetted tub. Restaurants were excellent. They rotate their closed day, so check the app daily to avoid being disappointed. The big buffet is temporarily at Castaways; we did it one morning for breakfast crepes, but generally did breakfast at the French restaurant (for preferred guests). Pool grills or Preferred Lobby for lunch and then specialty restaurant for dinner. The beach was lovely; very little sargassum this week. Staff was constantly cleaning and raking it. Two of our group did the spa with help from Andres - you will see him around the pools providing spa info and complimentary chair massages. Look for him and you may get a better deal! Another did the beach massage by the Preferred beach. Both were outstanding. Can't say enough about the staff, but some stand out: Melvin, the Pool Manager - loved him! So helpful, always with a smile and remembered your name. So great with people Alejandra, Preferred Lobby Bar (but generally at the pool) - what a sweet smile and lovely person offering great service Saul and Dylan, Entertainment Twins - made everything fun, from making guacamole, playing bingo, karaoke, doing crafts at the pools They got the crowd involved Andres, Spa - such a lovely gentleman There was a bit of construction near the front lobby, but it was not disruptive. We booked through Apple and everything was arranged. Amstar shuttle was easy to find at the airport and ontime pickup when we left. Our week was perfect - we will return!

We arrived and where taken through to preferred club, Enrique said we d been upgraded which was a lovely surprise! The room was amazing, really spacious and spotless. The staff were so amazing and friendly. All of them had a smile and a welcome "ola" Food was good and restaurants were all fabulous. Didnt have a bad meal during our stay. Jocelyn at the buffet gave me a Spanish lesson every morning and my husband gave her a Welsh lesson in return! Jose and Edwin were amazing at the buffet and made our Morning. The bar staff were outstanding, such hard working gents and often rushed off their feet, but always obliging. Shout out to Pablo and Hiram and lovely waitress Carolina. The pool staff again were outstanding. The gents on towel duty were so helpful and polite. The waiters Al and Melvin and of course the amazing bar man Omar. The grounds were maintained so well and gardens beautiful, wildlife everywhere and again, staff very polite. Last but not least Andres from the Spa...what a wonderful man. We booked a spa afternoon and David was lovely, made me feel at ease. The two ladies who gave our massages, Sol and Ramona were fabulous. We had the best time and would recommend this wonderful resort. My only reason that I wouldnt return is the beach. My preference is a beautiful beach and it was quite disappointing.

Alejandra in the preferred lobby bar treated us fabulously every single day. Very kind and so helpful. Melvin at the preferred pool was amazing as well. Only suggestion would be to have pizza available at dinner time from the pizza oven.