Dreams Sands Cancun

Based on wanting to upgrade our room as a surprise for my husband, my expectations fell flat. We have been to loads of Dreams and Secrets, so I had a bar set I guess. The upgrade we paid for on the room side was none existent and we didn’t even have curtains in our room. I called the front desk on check in to which they said they didn’t have them at this property. So I thought, odd. Then I started to reach out on social media to try and understand what was typical here. One gracious poster informed me about the hotel app that has maintenance request options. After locating this and filing a request for the curtains and to get the bugs out of the bathroom we got a resolution within hours. Lesson learned in the Covid world apps are required for everything. Yeesh. But we never got our “premium room amenities fully and what we did get were never replenished. Yeesh. After asking about the promised suite as part of my upgrade I was pushed off. Most likely as “that problem guest”. It truely was deemed as a not my department issue. So we just focused on the beach life. A huge thanks to Alexandro and his team for making our days the best. He is a 10++ Ricardo who served us on the beach has the most legendary smile and was so gracious. Again another 10++ person. Lastly our dearest Favio. The energy and charisma this young gentleman has will carry him far. Over our days we enjoyed his visits more and more. I feel sad I didn’t give him a hug goodbye. He is a 10++ as well. I hope his career in Hospitality grows and his dreams are fulfilled internationally. As a past professor I could see his genuine spirit. So what had a rocky start at this tired little resort was resurrected by three fine gentlemen. I wish to thank them and hope their talent and passion for their professions are recognized by the organization. I also hope that your rooms devision has a shake up and that better leadership can raise your standards. Room checklists should be mandatory along with proper service dialogues. So in short if you go, expect nothing of your room and enjoy the beach. Oh and pull back your sheets to make sure they are actually clean. That’s a story I do t want to tell….still trying to forget. Cheers

The Good Service: The staff is the heart and soul of this hotel! From the moment we arrived, they went above and beyond. Jonathan and Melissa from the entertainment team made my kids feel like absolute superstars (Josh and Emily still say hi!). Fernando at the front desk was professional and handled everything we needed with such care. Down by the beach near Olio, Lupita and Masiel were incredible. Whether it was drinks or food, they had us covered, making it hard to ever leave our perfect beach spot! Noe at the buffet greeted us every morning with a smile and fantastic service. Dinner was a treat thanks to Fernando and Angel at the Gaucho restaurant, and Federico from the food and beverage team kept everything running smoothly wherever we went. It’s clear the service is a big reason people keep coming back. Food: The variety here is excellent! The buffet changed daily, so every meal felt fresh and exciting. Even with a large group of 8+, we always found space at one of the specialty restaurants. The food was consistently delicious across the board, but the Asian restaurant stood out—it impressed us with its creative options and high-quality dishes. Whether you're in the mood for steak, seafood, or sushi, you'll find something to rave about. Beach: This beach lives up to the hype. The calm, shallow waters made it ideal for kids to splash around safely while we relaxed. The beachfront is large and never felt crowded, and yes—it really does look as stunning as the pictures! Entertainment: The Excellent Entertainment Team nailed it. From daily games and activities to nightly shows, they kept us entertained the whole time. The variety in the evening shows meant there was something fun for everyone. The Bad Preferred Club: Honestly, the Preferred Club isn’t worth the extra cost. The "exclusive sections" didn’t feel exclusive, as anyone could easily access them. There’s only one beach/pool bar for Preferred members, and unless you’re sitting nearby, the promised "top-shelf" spirits are out of reach. Preferred status didn’t make a noticeable difference in the restaurants, spa, or overall experience. One of the advertised perks was the delivery of alcohol bottles to our room. I requested this three times (even through the concierge), and the bottles never arrived. The Property’s Condition: The hotel has charm, but it’s showing its age in some areas. Tiles in the pool were loose or falling off, and the toilets in the rooms—including the master and honeymoon suites—didn’t always work properly. There was also an unpleasant smell coming from the drains in several rooms, which wasn’t ideal. Romantic Dinners and Weddings at the Beach: While the beachfront is beautiful, it can become an inconvenience if you’re near Olio. This is the area where weddings and romantic dinners are set up, and the preparation starts as early as 2–3 PM. On several occasions, we were asked to leave our favorite spot so they could set up. It’s noisy, disruptive, and frustrating when you’re just trying to relax. Final Thoughts This hotel is great for a family vacation. If you have kids, it’s almost perfect with plenty to keep them entertained and safe. However, if you’re looking for a luxurious or super relaxing getaway, it might not be the best spot. With that being said, I would visit the property again but would not upgrade or pay for the Preferred Club or a suite.

Alex M down by the pool and beach was phenomenal. He made sure we had everything we needed everyday. We stayed for 15 days and he was one of the friendliest staff there. He called me by name everyday, had towels ready for us, kept checking in on us all day long making sure everything was good! He is a wonderful employee who really cares about the guests. Jesus was our waiter poolside and beachfront and knew us by name, knew what we were drinking, and wherever he was working, we wanted to sit. Excellent customer service and went out of his way to make sure we were taken care of, so thank you!!!!! Our waiters in the restaurants, Noe, Alberto, and Oscar were phenomenal. They were super friendly and went out of their ways to make sure we had a memorable experience everyday we went to see them. Overall this is a wonderful resort and the staff is top notch! The beach here is simply stunning. I have stayed many places in Cancun and if you are a beach person, this is the resort for you!

The beach was breathtaking. The girls at the coco cafe are amazing. All of the staff were friendly and helpful. The servers on the beach were attentive and made you feel welcome. The activity directors were friendly and engaging. We would love to go back to visit.

The service was excellent the room was absolutely fabulous and the bed slept extremely well. When we went to play golf Amstar booked it for us. Dreams is an excellent resort and we recommend the Sands Cancun or any Dreams Resort we have never been disappointed when traveling to anyone.