Dreams Aventuras Riviera Maya

William was the best! Personalized treatment

William is a very kind and professional gentleman and I will always use him when am around

Fantastic hydrotherapy and massage service with William and Guadalupe!! Would definitely do a family trip here again

All went as expected. Preferred check in was fast even with arriving early. Concern: last day did have bites on arm/legs

We just got back yesterday. A very mediocre hotel. The preferred level isn’t worth it. The perks were not there: no top shelf liquor (same as other bars at resort), no checking to ensure only preferred used the preferred pool which caused it to be overcrowded (sounds entitled but why include it as a benefit if not enforced), the very small adults only part of the preferred pool was just not enforced, no chair side service in beach side preferred area (there was chair side service in the non-preferred part of the beach), and the preferred lounge food was blah. The food throughout the resort was fine, except at Gohan which was horrible; breakfast was the meal of the day. Our main issue came on our last night. We had booked and paid a premium for a romantic dinner on the beach. It was supposed to be on Monday at 7p, but they called because of some rain and said the dinner would need to be moved inside or rescheduled. We chose to reschedule for the next day, our last day at the resort. On Monday, we instead went to the Italian restaurant for dinner. We were seated on the covered patio and had a clear view of the area where our dinner would have been that night. And, we saw a dinner had been set up and a couple arrived at 7:45p for that dinner. The storm had also completely cleared up a couple hours before and we hadn’t been contacted to see if we still wanted our dinner that night. We realized the change wasn’t actually because of the weather it was because they’d doubled booked. Fine, no big deal, we had the dinner the next day. The dinner was supposed to come with a bottle of red wine (a cab or merlot). We arrived and there was a bottle of white. They said that’s what we selected but no one had ever asked us, the menu had just stated a cab or merlot. It was a steak dinner, and we preferred a red. I told the server and he brought out a wine menu and pointed to the red wine and said to choose one. I confirmed so many times that we could choose any of these and it was included. I reconfirmed right before he opened the bottle. I initially chose one of the lowest cost reds (because I was still confused about the situation) but they were out of it so the server brought two more expensive options and I chose one of those, and confirmed again it was included. At the end of dinner, we were presented with a receipt for payment for the wine. We were confused again. The server got a manager and then the manager got the concierge who booked the dinner. She first tried to claim that we’d chosen the white wine - I told her she never asked us about the wine. She then insisted the dinner came with a white wine - I showed her the online menu that said otherwise. She then said we didn’t choose one of those - I explained how we got to the wine we ultimately had. She then claimed that any changes to the included wine had to be approved by her first - I asked how we were supposed to know that as she never discussed the wine in the first place. I then tried to insist that we shouldn’t have to pay for their mistake and I would have chosen differently had she been up front. She still insisted we had to pay. So I brought being lied to about rescheduling the dinner and said that’s probably how some of this confusion happened. She the tried to gaslight me about the rescheduling. Eventually, my husband, who I adore but really dislikes confrontation, just agreed to pay. It wasn’t even about the money. I was frustrated that they messed up and then had us pay for their mistake. It also caused us to end our trip on a very sour note and colored our whole experience. We stayed at dreams because of an amazing experience we had in Costa Rica in 2019. We were so confused by the difference in experience, that after some brief research, we realized that Hyatt bought dreams in 2021/2022 and that many people had noticed a decline in the brand since then. The dreams we stayed at doesn’t even exist anymore and is now a JW Marriott. If this is Hyatt’s version of luxury, we’ll pass. No more dreams or Hyatt for us.