Dreams Tulum Resort & Spa

My family has been staying at Dreams resorts for 20 years, so we booked Dreams Tulum for September 19–29, 2026, expecting the hospitality and quality we had come to know. From the moment we arrived, something felt off. The drive into the resort looked as though we were entering through a service entrance. There were no welcome drinks, hot towels, or assistance getting to our room. Our room was shabby and dated, and the available pool had haphazardly placed wooden steps serving as its main entrance. There was also no poolside service. We soon learned that more than half the resort was closed for renovations, including the main pool and entrance prominently featured on the website. Many of the nearby walkways were overgrown and poorly maintained. Nowhere on the website had we seen disclosure that such a substantial portion of the resort and its amenities would be unavailable during our stay. We also repeatedly explained that we had paid extra for Preferred Club and showed documentation confirming that payment. Staff continued to insist they had no record of it, and the only solution offered was for us to pay for it again. After one day of this disappointing experience, we decided to leave and move to Dreams Natura, where we had an amazing stay. My husband spoke with multiple staff members at Dreams Tulum. The remedies offered included a complimentary cabana day, a spa day, and wine in our room. However, the cabanas appeared to be available for anyone to use without restrictions, and these offers did not address our concerns. What we wanted was accountability and a fair credit or refund reflecting the unavailable amenities and the Preferred Club benefits we paid for but did not receive. After 20 years of loyalty to Dreams, this experience was deeply disappointing. We would appreciate a substantive response and an appropriate resolution.

We’ve had a really lovely stay at Dreams Tulum! The hotel is beautiful, the atmosphere is lovely, and the staff have been so friendly, welcoming and attentive throughout our holiday. A very special mention to Benito, who has been absolutely amazing throughout our stay! He’s always making sure we have drinks, checking in on us and making sure we’re happy and have everything we need. He’s such a genuinely lovely, kind person who always goes out of his way to look after us, and he does it all with a smile. His friendliness have really stood out to us, and he has made our holiday that extra bit special. People like Benito are what make a hotel memorable, and he’s a real credit to the team! Thank you all❤️

We did not realize that over half of the resort would be under construction until we arrived. We were not told this upon booking, or any time until we got to the property. Most restaurants were closed. The larger pool and main area of the resort was closed. The rooms we were in fair condition at best.

The kids club was amazing! The ladies that worked there, Diana especially would come find us to invite us to do activities with our kids! They even allowed my infant to participate. During a rainy day, they allowed us to come in as a family when no one was there for paining, coloring, snacks and a movie! The staff was lovely! They waited on us hand and foot. At one point my toddler starting to feel feverish and I had numerous employees check in on her. They brought us room service relentlessly, even in the pouring rain. Drinks were endless and good. Karokkee, silent party, photographers walking around the entire time with props (even on the days it rained) to offer everyone fun group photos! I sent room service away for room cleanings every time my kids were napping and they had zero problem coming to flip our rooms the second we asked! We came for a wedding. Even with construction the wedding was seamless and gorgeous. I've been to 50+ weddings and this was by far the most beautiful, romantic and seamless! They did it in a tikki Ramada with beautiful hanging lights! I'd come back in a heartbeat! Lots of people had complaints about restaurants being closed, but these people are working relentlessly. They had lots of options. Extra snacks that changed throughout the day in the lobby, preferred bar, the patio bar, world cafe, ect.

Overall beautiful experience. Very much enjoyed whole trip all day long. Perfect for nature loving person. Atmosphere and ambience is top notch. Wild life experience