Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
15220 reviews
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Oct 06, 2025Never come back
had a truly terrible experience at Dream sapphire Resort Cancun – Mexico. My family arrived at 5:30 PM on September 23, 2025. We had two elderly people over 70 years old who use wheelchairs. We booked and paid for two rooms for five adults through Agoda. However, upon arrival, the hotel told us that our booking and payment only covered four people. The front desk clerk named Ruth took more than an hour handling this issue, and only after another male staff member suggested keeping USD 266 from us as a temporary deposit and allowing us to check in first while they “verified the booking,” were we given our rooms. The problems didn’t stop there. Ms. Ruth informed us that our rooms were on the third floor with no elevator, even though we had two elderly guests using wheelchairs. Later, I spoke with the resort’s shuttle staff who confirmed that there were plenty of vacant rooms because it was low season. Only after we insisted on being assigned to the ground floor did Ruth reluctantly change the rooms. Throughout the process, Ruth’s attitude and behavior were unfriendly and discriminatory, as if looking down on us because we were Asian. For a 5-star resort, there was no welcome drink or cold towel offered when we arrived. The next day, while walking around, I noticed other guests receiving welcome drinks and water upon check-in. The situation escalated further the following evening. When we went to the front desk, a male receptionist asked my brother to sign an unreasonable document stating that he would not post any negative comments or complaints about the resort or the incident. They even claimed that the USD 266 was “compensation money,” when in fact it was my brother’s own deposit. When he refused to sign, the staff member’s attitude became even more rude and aggressive. This was truly a disappointing and unpleasant experience. When I requested extra towels and face cloths because the room was not properly set up, it took 45 minutes for them to be delivered. The guest rooms were poorly maintained and not up to 5-star standards. The beach was full of seaweed, with a strong unpleasant odor, making it impossible to swim. Please take note of this before coming here — especially if you are Asian like me. Be cautious.
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Oct 05, 2025Best staff!
Just came back from an excellent stay at the Dreams Sapphire. The rooms were very spacious and the property is well kept and always clean. Also, the food was really good. A standout at the Dreams Sapphire was the staff, one of the best service I’ve experienced, always a smile and hello from every/ any staff you walk by. The entertainment team was full of energy and had plenty of activities lined up the entire day. Now to note some stand out staff members, Hannia, Abraham and Mar (entertainment) Ruth (front desk) Miguel, Carlo, Gabi (pool bar) Ivan (buffet). I can’t say that there was zero hiccups during the stay but I will say that everything was resolved so quickly that it wasn’t an issue after the fact.
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Oct 04, 2025
Great food
Restaurants are great. We tried Himitsu , the Asian restaurant. Great food , small portions but everything is exquisitely presented. Alberto and Ismael were very attentive to our party of 8.
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Oct 04, 2025
Fantastic two week holiday.
All of the staff were friendly and helpful, this was a wonderful experience in a fantastic resort. Indigo preferred was exceptional and worth the extra cost.
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Oct 04, 2025If you like a buffet all inclusive option don't book here
Currently in this hotel and here for another 8 days, the hotel itself is nice and rooms are decent, however the food offer is not as advertised, evening buffet restaurant closed most evenings so far, A la carte restaurants are pretty poor in my opinion, having complained to hotel and TUI regarding the buffet availability which I was say is a basic requirement of an All inclusive resort, there is a lot of different conflicting information about if it is or not open, and TUI have been useless at resolving the issue, whilst I appreciate there are a number of A la carte dining options none of which suit my tastes so so far 4 out of 5 evening have been unable to have an evening meal. The sea is disappointing with all the seaweed not the Caribbean Sea I remember and unable to go for a swim in it, but this it hotels fault and they are making a huge effort every day to try and clear it I it it's not pleasant and the smell that comes with it is awful Other than that I can't fault the waiting & bar staff all of whom so far have been great But having an issue in a foreign country a neither hotel or TUI willing to help is not what I flew half way around the world for and spend my hard earned money, I would happily return home now, but not an option and TUI won't look to move hotels either