Dreams Sapphire Resort & Spa - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

15440 reviews

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  Terrible Customer Service and uncooked meat

  I do not generally write reviews (good or bad), although on this occasion I feel that our experience should be shared. This was a family holiday with my husband, myself and two children (14 and 18 years old) - we had booked two rooms, and as our daughter has a medical condition we had requested that the rooms were next to each other, which the hotel were not able to confirm at the time of booking. A few days prior to our visit, I emailed the hotel again (15th December) asking them if they could now confirm this, as we would be arriving on 19th December and it was only a few days away, fortunately they emailed me back and confirmed that the rooms were next to each other, which put our minds at rest and we were really looking forward to spending Christmas in Mexico. After an 11 hour flight we arrived at the hotel to be told that we only had one room for 2 people allocated to us, we were seen by a young man who did his best to find out what had happened, although was at a complete loss (as we were) and we were then passed to his colleague, Jose Romero. His treatment towards us was appalling - he told us that one of the rooms had been cancelled, which either we must have done or British Airways had - we said that obviously we hadn't cancelled it nor had British Airways and showed him our booking confirmation from BA and proof of payment of the holiday, which clearly stated x 2 rooms (One with a double bed and one with x 2 singles) we showed him a copy of the email that his colleague had sent us confirming that the TWO rooms were next to each other (which was dated only a few days prior), which he said was 'strange', although the reservation was only showing one room for us. At this point as you can imagine we were starting to get frustrated, we were exhausted, our children had been sat in the reception for over 2 hours and we were being told we only had one room allocated to us for our entire holiday (which was 10 days) We said to him that the Hotel had obviously made an error and that they need to sort it out -to which he replied rudely "I am trying to sort this out for you", he said that he was well within his right to charge us in full for an additional room, although as a gesture, he would put a hold of $850 dollars on our credit card for one night and that we would have to contact British Airways first thing in the morning and get them to confirm that two rooms had been paid for by midday or payment would be taken from our card and the room card would be deactivated. I can honestly say we were speechless, what sort of 5 star customer service is that !!!! clearly an error had been made by the hotel somewhere between the 15th Dec to our arrival on the 19th Dec, rather than try and sort the issue out professionally - i.e reassuring us that they would resolve this for us and not to let this ruin our trip, instead he blamed us for it, told us we had to sort it out ourselves by the following midday, withheld money from us, and told us we should be grateful! Fortunately we managed to email British Airways first thing on the Saturday morning, they came straight back to us and were fantastic, they confirmed that payments had been processed to the hotel and 2 rooms should have been allocated to us on arrival, they said that they would contact the hotel immediately and that we would not be bothered by them again - (this is 5 Star customer service) . We went back to the front desk and fortunately spoke to someone more helpful - they advised that BA had been in contact and that they would authorise the hold on our card be removed, although it could take up to 10 days!!!! he also said that he had no idea why this had been withheld from us and where the figure of $850 dollars had even come from!! In hindsight we should have complained to the Hotel Manager, although we were so taken back by the treatment we had received by front desk on arrival, we weren't actually sure if complaining would have helped or made things worse. Sadly we never received an apology (apart from British Airways on the Hotels behalf). We did start to enjoy the holiday after a few days and the rest of the staff were lovely, very friendly and really helpful (Christina especially was lovely, always smiling and bringing drinks to everyone around the pool). We did have another issue when my son had some chicken cooked him, well I say cooked (it was raw), thankfully he realised, otherwise he would have been very very poorly. Its such a shame that such basic things have let this Hotel down - i.e manners / checking that meat has been cooked through. Had we not experienced these issues, without a doubt this would have been a 5 star holiday! I look forward to receiving the automated response. Dear Guest, BLA BLA BLA

  Jan 05, 2026
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  Great relaxing vaction...as a preferred club member

  The primary goal of the vacation was excellent food and total relaxation by doing very little by relaxing at the adults only pool for preferred club members.

  Jan 04, 2026
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  Good Resort for Multi Generational Vacation

  We had another very nice multi generational family vacation over the New Year's week at Dreams Sapphire Resort. Good: Great resort for a multi generational family. We spanned the ages of 73 to 7. Lots to do for the kids (5 of them between the ages of 7 to 13). Nice waterslides, excellent pool and good beach. The whole family enjoyed the entertainment. The rooms were very clean, well maintained, and whenever we needed something, it was provided promptly. The Bars, Cafes and Buffet restaurant were good. Bad: Being in the Preferred Rooms, we never fully knew what amenities we were entitled to. We heard different stories from different employees and felt we did not get all that we paid for. The Specialty Restaurants were hit or miss. Mostly OK. But there were nights were ate later and some of the food options were not available (we were there the busiest week of the year). Overall: This is a good resort for a family (especially multi generational) vacation. My family had a good time being together, so that is the most important thing.

  Jan 04, 2026
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  Lovely, Quaint, Beautiful Resort, with everything you need for a great vacation.

  My husband and I needed a last minute get away. Our adult kids were all wth their families for the holidays and we treated ourselves with a last minute trip. We chose to try a new to us resort the week before Christmas. BTW great time to go..wasn't busy. We chose well! Dreams Sapphire was a great get away. The Pros * smaller resort...everything is closer. * Preferred Club...worth it. We did this and loved that we were closer to the beach, a separate beach, and some of the perks. Next time we would get the swim up pool room. Also loved the separate pool just for these members...gets you away from the big busier pool area. * Food...oh my heck...as a foodie...I loved the restaurants. Each one had something amazing and it was hard call on which one to go back to for our last night. The presentation, good flavour combos and variety....very unexpected. The little cafes were awesome ...and a GLUTEN FREE Bakery...amazing!!!!! * Cleanliness was great...can't say I had a moment where I was concerned. * The staff are incredible...so much fun getting to know them. My husband took time to ask each wait staff where they were from, about their families, and practiced his Spanish. Makes for a nice environment when you meet people who seem to really like their jobs. * This resort is a short shuttle from Cancun Airport, close enough if you want to go into the city, but away from the chaos. * The beach was amazing, and they kept it clean even with the constant struggle of the ocean bringing the seaweed on shore. However if you can get out there before they clean it up..fun treasures were found. One day there were Pirates Eyes..or algae bubbles. Fascinating...they only showed up the one day. You can walk for miles and even walk to the little town...just be ready to walk through the nudist beach to get to it. * Entertainment was good...lots of fun and well presented. * Bars were good...if you are a Preferred guest the drinks are full strength at the club bar. Just a hint! The Chocolate Martini was a fav. * Loved the Pool tables, ping pong table and corn hole toss (need some on the beach). Only wished we had access to the air hockey table (true Canadian game). I think they should put it in the Sports Bar. * We didn't have kids with us but WOW what a fun resort it is for them. The kids club program looked amazing...let alone the teens only games room and the best part the huge WATER SLIDES and pool. Would bring our grandkids just for that. * There were many activities to do: dance lessons to pickle ball, bingo to tequila tasting...plus. Many we need to come back for. Cons: * When we first arrived we were taken into a Club room ( as Preferred Guests) where we were to do the check in. It was very confusing as they presented us with note that we were to come and get a "gift" and coupons to use for things on the resort. But this comes with pressure to go to another resort for a presentation to become a "member". We didn't go get our coupons right away as I knew it was for this...and we got pressured by notes and calls to come get our resort "coupons". When we finally did go...we did not get a "gift"...got the coupons but didn't end up using them. It was not clear if there are two separate things here...legit coupons for Preferred members and the other resort "visit"...and a gift. Other guests were frustrated by it...one couple were only there for 3 days and got suckered into the presentation and ended up being stuck for 5 hours. No thanks. Just something to be aware of. *Bring your own sun screen...wow so expensive. * Spa was amazing!!!! We did the Hydro Therapy, massages and had our feet nibbled on by little fish ( however I hated it because I am horribly ticklish, laughed so hard it hurt my stomach. Feet were very smooth after tho) Staff at spa were awesome, Andre specifically. * Preferred beach has a bar but no food, so if you plan to camp out for the day...stock up before heading to the beach. * No pads on the beach chairs....maybe due to the wind...so ask for double the towels so you can pad the chairs. Also, you have to go to the pools to get the towels...there isn't any at the beach. * Need more hooks in the rooms for hanging wet things. There is a clothes line in the shower, but because there is not a fan in the shower area...things do not dry fast. * Vendors on the beach offer some cute things and ok prices, but it can get old having them ask everyday. However what a hard life. Overall we loved this resort, We didn't have high expectations as we go to another larger resort regularly and we were wonderfully surprised. Now we have a difficult decision as to which one to go back to, but Dreams Sapphire we will go back to at some point for sure.

  Jan 03, 2026
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  Great Resort

  Loved this resort! Clean rooms, friendly staff, nice beach, fun activities and great food. Everything we were looking for our family vacation!

  Jan 03, 2026