Ratings based on 242 Verified Reviews
4.0 Room cleanliness
4.0 Service & staff
3.9 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 19 Nov 2024
It was not clean dirty walls and cushions in the chairs. The bedding set looked run down. The electricity went off.
Comment from Hotel Management
20 Nov 2024 by Management area , Hotel Management
Hello Greskelly c DiazThank you for sharing your feedback. We deeply regret that your experience did not meet your expectations. Cleanliness and comfort are top priorities for us, and we apologize for the issues you encountered with the room and furniture. Additionally, we understand how inconvenient power interruptions can be and are working to ensure such situations are addressed promptly.Your comments are invaluable in helping us improve, and we assure you that your concerns will be reviewed by our team to make the necessary adjustments. We hope to have the chance to provide you with a much-improved experience in the future.We remain at your service
by A verified traveler
Posted 19 Nov 2024
We had an incredibly long wait for our room, but once it was ready, the team did everything they could to make up for it! The room was incredible, the AC worked great, the mini bar was restocked very regularly. Karina at the desk was great, and ALL of the staff at all restaurants and bars were amazing!
It is a nice, quiet resort, with all the amenities you can want. The food was excellent, we enjoyed all of the a la carte restaurants, more than once. We could have gone to the sister resorts for meals too, but didn't feel like we needed to!
The snorkeling of the beach was excellent, we went in every day.
Overall incredibly happy with our stay, and we will gladly return for another trip!
Comment from Hotel Management
20 Nov 2024 by Management area , Hotel Management
Hello Mrs. SandraThank you for sharing your wonderful experience with us! We sincerely apologize for the initial wait for your room, but we’re thrilled to know that our team, especially Karina, was able to turn things around and make your stay so enjoyable.It’s fantastic to hear that you loved your room, found the amenities and food to be excellent, and enjoyed snorkeling right off the beach. We’re also delighted that our staff across the resort made such a positive impression.Your kind words motivate us to keep delivering exceptional experiences, and we can't wait to welcome you back for another relaxing getaway!We remain at your service
by A verified traveler
Posted 18 Nov 2024
Comment from Hotel Management
20 Nov 2024 by Área gerencia, Hotel Management
Hello Mrs. SidneyThank you for rating us and it is a pleasure to read that you loved your stay. we hope to see you soon again.
by A verified traveler
Posted 13 Nov 2024
Nice
Comment from Hotel Management
13 Nov 2024 by Management area , Hotel Management
Hello Mr. JuanThank you for your rating! We’re so glad to hear you had a nice experience with us. We truly appreciate your feedback and look forward to welcoming you back for another great stay!We remain at your service
by A verified traveler
Posted 13 Nov 2024
Nothing
Comment from Hotel Management
13 Nov 2024 by Management area , Hotel Management
Hello Mr. RickThank you for your rating and for taking the time to leave a review. We’re sorry to see that your experience didn't fully meet your expectations. If you have any specific feedback or suggestions for us, we would love to hear from you so we can improve and make your next stay even better. We hope to have the chance to welcome you back and provide an improved experience.We remain at your service
by A verified traveler
Posted 11 Nov 2024
I have stayed at other Dreams and Secrets in the past and that is why we chose to do those resorts in Cozumel. Unfortunately I did not have the same experience as before. Staff was not very willing to help. Food was not great and there was a wait time of 2 hours every evening. And I also received food positioning and was down in my room for 36 hours. With that being said I don't believe I will be back.
Comment from Hotel Management
12 Nov 2024 by Management area , Hotel Management
Hello Mrs. Courtney Thank you for sharing your experience with us. We're truly sorry to hear that your stay did not meet the high standards you’ve come to expect from our resorts. We apologize for the inconveniences you encountered, from the wait times to the service issues, as well as the discomfort you experienced with the food. This feedback is invaluable as we work to improve and provide a better experience for our guests. We hope that, in time, we may have the chance to welcome you back and provide the quality stay you deserveWe remain at your service
by A verified traveler
Posted 10 Nov 2024
The staff was annoyed and unfriendly everywhere we went and we had access to all 3 resorts. Trying to dine somewhere was near impossible due to no reservations and them rotating what is open. If we were able to get in somewhere to eat, we never got what we actually ordered. They told us we weren’t allowed to order room service and took our room service sign out of our room. We never got fresh towels and the bathroom had visible mold. I would not stay at this resort again.
Comment from Hotel Management
11 Nov 2024 by Management area , Hotel Management
Hello aldijanaThank you for sharing your experience with us. We’re truly sorry to hear about the inconveniences you encountered during your stay, from challenges with dining options to the lack of room amenities and the service issues you described. This is certainly not the standard we aim to provide, and your feedback is valuable as we work to improve. We apologize for the disappointments and will address these concerns with our team to ensure a better experience for future guests. We appreciate your honesty and the opportunity to learn from your feedback.We remain at your service
by A verified traveler
Posted 10 Nov 2024
Ignore the timeshare/ hotel points pressure . They say an hour out meeting took 2 1/2 hours and 6 sellers and we still said no . Spa facilities are wonderful Staff is friendly and pool options are lovely
Comment from Hotel Management
11 Nov 2024 by Management area , Hotel Management
Hello Mrs. RuthThank you for your feedback! We're glad to hear you enjoyed the spa, friendly staff, and beautiful pool options. We apologize for the timeshare presentation taking longer than expected and appreciate your patience. Your experience is important to us, and we’ll share this with the UVC team to ensure a smoother process in the future.We remain at your service
by A verified traveler
Posted 9 Nov 2024
This was my first time out of the country. I came for a wedding and ended up in Paradise. I would visit this resort over and over again and would recommend it to my family and anyone that was thinking of going to Cozumel.
Comment from Hotel Management
11 Nov 2024 by Management area , Hotel Management
Hello RetriciaThank you for choosing us for your first trip abroad! We’re thrilled that your visit for a wedding turned into an experience of paradise. Knowing you'd recommend us to your family and friends means so much. We can’t wait to welcome you back to Cozumel for more unforgettable memories!We remain at your service
by A verified traveler
Posted 9 Nov 2024
We loved the overall experience. The selection of restaurants and different types of food was great. The ease of access to the beach from our villa was excellent for lots of great beach time. We loved how we gad full access to all 3 resorts and it was very easy to walk around to get whatever we wanted and needed. The spa was just incredible and we treated ourselves to a much needed spa day. The staff was super friendly and accommodating and made sure that we had everything we needed for a great stay. We just cannot say enough good things about Dreams and we are already planning a return trip there for next year!!
Comment from Hotel Management
11 Nov 2024 by Management area , Hotel Management
Hello Mr. MarkThank you so much for your wonderful review! We're thrilled to hear that you enjoyed every aspect of your stay, from the variety of dining options to the convenience of beach access from your villa. It’s great to know that you made the most of the full access to our three resorts and enjoyed the ease of getting around. We're delighted that you treated yourselves to a spa day, such a perfect way to relax! Our team takes pride in creating memorable experiences, and we're so glad they made your stay exceptional. We can't wait to welcome you back next year for another unforgettable visit to Dreams!We remain at your service
