Ratings based on 492 Verified Reviews
4.3 Room cleanliness
4.4 Service & staff
3.9 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 26 Jun 2024
The hotel is very old pool falling apart our son hurt his feet. Towels are limited. Room service slow. I don't recommend staying here at all. It was raining and my wife fell and hurt her head very unsafe hotel.
Comment from Hotel Management
26 Jun 2024 by eConcierge, Hotel Management
Dear YanIt is with great concern that we read your feedback about how we did not manage to exceed your expectations during your stay, please know that day by day each and every staff member puts much effort and hard work in order to accomplish your needs, our main goal is to achieve all our guests full satisfaction.Please contact us by our social media channels to give you the property follow-Up.We truly hope you allow us another opportunity to welcome you and restore your confidence in us for a future stay.Best regards
by A verified traveler
Posted 24 Jun 2024
Comment from Hotel Management
25 Jun 2024 by eConcierge, Hotel Management
Dear RobertoThank you for staying with us, we appreciate you may share your feedback with us to our social media channels.We can assure you that we will take the proper measures to prevent recurrences on the opportunity areas you may share with us.We hope you had a safe trip back home
by A verified traveler
Posted 23 Jun 2024
It was very fun
Comment from Hotel Management
24 Jun 2024 by eConcierge, Hotel Management
Dear JulianneIt was our pleasure! On behalf of all of us at Dreams Sands Cancun Resort & Spa, thank you for your review and for choosing our resort for your Mexican getaway.Please allow us the opportunity to welcome you back again for your next holiday.Best regards
by A verified traveler
Posted 23 Jun 2024
Customer service is terrible!
Comment from Hotel Management
24 Jun 2024 by eConcierge, Hotel Management
Dear NicolletteThank you for staying with us, we appreciate you may share your feedback with us to our Social media channels.We can assure you that we will take the proper measures to prevent recurrences on the opportunity areas you may share with us.We hope you had a safe trip back homeBest wishes
by A verified traveler
Posted 21 Jun 2024
La playa está super limpia, las personas que trabajan ahí son muy amables eso si para que te atiendan mejor debes dejar una propina. La comida es excelente
Comment from Hotel Management
21 Jun 2024 by eConcierge, Hotel Management
Estimada RosaGracias por tomarse el tiempo para escribir una reseña para la comunidad de Expedia.Nos complace que haya disfrutado de las instalaciones de Dreams Sands Cancún Resort & Spa al máximo y todo lo que tenemos para ofrecer. Pasaremos sus comentarios con el personal para brindar total capacitación.Será un placer darle la bienvenida de nuevo para unas futuras vacaciones. Saludos
by A verified traveler
Posted 20 Jun 2024
The resort was close to the airport.
Comment from Hotel Management
21 Jun 2024 by eConcierge, Hotel Management
Dear AnitaThank you very much for evaluating the services of our Resort! We hope to have the pleasure of receiving you very soon.Best wishes
by A verified traveler from Springfield
Posted 20 Jun 2024
Comment from Hotel Management
21 Jun 2024 by eConcierge, Hotel Management
Dear CINDYThank you very much for evaluating the services of our Resort! We hope to have the pleasure of receiving you very soon.Best regards
by A verified traveler from Freeport
Posted 20 Jun 2024
Comment from Hotel Management
21 Jun 2024 by eConcierge, Hotel Management
Dear LucianeThank you very much for evaluating the services of our Resort! We hope to have the pleasure of receiving you very soon.Best regards
by A verified traveler
Posted 19 Jun 2024
AC was not working properly. The preferred club was a waste of money and not preferred at all. There were no special amenities or accommodations for their preferred club. The upgraded rooms looked outdated and old. There were no towels or seats at the preferred club pool area. They don’t check who is preferred or not. I definitely don’t think it’s worth the upgrade. The only thing that’s good with this hotel is their staff and food. The entire hotel needs an upgrade/ renovation. The lobby looked decent.
Comment from Hotel Management
20 Jun 2024 by eConcierge, Hotel Management
Dear GinaThank you for your review and our apologies for any shortfalls in our service. We do take our guest feedback and online reputation very seriously. We aim to exceed our guests expectations, and we are very sorry that on this occasion we failed to do so.Once again, thank you for taking the time to write a review on Expedia, your constructive feedback will help us to keep improving. We hope you will consider staying with us again, as we are confident we can provide a better experience.Best regards
by A verified traveler
Posted 19 Jun 2024
The resort itself was very nice and all the workers are very accommodating. The staff made sure to continuously clean every day. The beach right at the hotel was a close walk and pretty water, staff even cleans the seaweed up every chance they get. The bed was extremely comfy and the rooms were clean, decently big and ours even came with a little bench seat and a table (deluxe oceanfront king) for my birthday they even brought up a little cake and a bottle of champagne. The staff was on point with airport transfers, I felt safe the entire time I was there. The pools were nice especially the swim up bar. The drinks were decent (ask for doubles) The resort itself isn’t that big but they make it livelywith karaoke in the downstairs open-sports bar, live music in the lobby bar, the ONLY complaint is the food is very mid. The grilled specialty place (Gaucho Grill) don’t even bother going, worst steak I’ve ever had.. the Portofino as well just did not taste like any Italian I’ve ever had. The Buffet, El Patio Mexican & Himitsu Hibachi was very good! We got Birria Quesadilla & the Pork entree dish from El Patio & the chicken pad Thai from Himitsu! Also keep in mind, they charge $100 a day to be a preferred member (access to an extra pool, access to a separate bar on 1st floor, breakfast at El Patio) DO NOT PAY THE EXTRA! Non preferred members were going in the preferred pool, the breakfast at El Patio is just as good as the buffet & the private bar no one was in. Hope this helps!
Comment from Hotel Management
19 Jun 2024 by eConcierge, Hotel Management
Dear SavannaThank you very much for your positive review of your recent stay at our property. It is a pleasure to know that our staff's warm service exceeded your expectations; your comments are an inspiration for our team to continue working with passion, ensuring that our valued guests have an enjoyable and memorable experience with us. We will share your kind words to our staff, our biggest strength is the warm service that we provide to our guest and that has become a signature of our brand.As a resort that do not use wristbands to identify our guests in order to avoid any distinction our method all the time we ask about room number and name to have access and this policy apply for all the guests, we are sorry if this procedure caused any inconvenience.We will pass your comments in your review, to improve our service in each area. Regarding the quality of the food, we would like to point out that our chefs personally supervise the food that is presented every day to our guests, and the hotel management checks the quality of the buffet and the food temperature every day. Your feedback was communicated to our Food & Beverage Manager, and we will make sure to provide extra training to the team to ensure that all guests receive high quality service that we do pride ourselves on.Once again, thank you for taking the time to write a review on Expedia, your constructive feedback. We wish you all the best in the future, and we hope you will consider staying with us again, as we are confident we can provide a better experience.Best Regards
