Dreams Tulum Resort & Spa

Majority of the staff was very very good. However, the experience with the sales staff (they were very harassing) and not being able to get help for maintenance reduced my rating.

You definitely need to read this review before you chose this resort! It’s a place that you need to stay away. The first night we arrived at the resort, they asked us the bell-boys are busy and we need to carry the luggages and find the room ourselves. When we arrived to the room, the bathroom had nothing to do with the picture. I called the lobby and the person who checked us in said there is not any room and honestly I would just stay there or ask for room change tomorrow. Went to lobby to talk to them and show the pictures, the person’s response was “well the picture has same number of sink, shower etc. what’s the problem? It’s same ”. Of course! No offense but Ferrari and Kia a wheel and 4 tires...what’s the difference, right??? Well I’m claustrophobic so it matters for me. Anytime we were in the lobby for any reason, for room upgrade, which I paid 50 USD per night, wait for shuttle, I got harassed by the sales group who tries to sell you the membership and forces you to listen to their presentation. They talk about this free 200-300 USD gift and in return you MUST to give them “AN EXCELLENT REVIEW” on TripAdvisor and other websites. So don’t fall for those excellent, awesome reviews. That explains most of the excellent reviews. Don’t get me wrong staff is very nice but hotel and services are horrible. The phone in my room stopped working on day 4 of 6 and I walked all the way to the reception area to arrange the airport shuttle. As usual, all I heard was “oh I’m sorry” and no one was sent to fix the phone. The last night at the resort, around 10:30 pm there was flow of water noise as if someone decided to fill the tub then around 11 similar noise came from my room. When I checked the bathroom I saw the water flowing. Of course, the phone was not working and I sent couple messages through their iPad. I realized that no one will show up and put some towels around the bathroom and tried sleeping around 2 am.

The staff was incredibly friendly and several were helpful.

We booked an ocean-view suite and were given a garden view. When we brought this up, the desk clerk showed us the paperwork on their end that said "garden view". We paid for an upgrade and have not been able to sort it out yet.