Very disorganized. We purchased a private transfer to Dreams Tulum. We had to wait 45 minutes in the HEAT because they could not find our reservation. We called the hotel and customer service over 6 times and each time placed on hold with no one returning to the phone. I definitely recommend finding another service for transportation. The supervisor on duty outside was Ricardo. He was very rude and kept giving excuses for poor customer service. Dreams Tulum has been no help. I paid the hotel directly. However, they claim to not be able to assist with the transfer. We paid over $200 for this service through Dreams Tulum.
I just stayed at this hotel this past weekend for a wedding, and the hotel does not look like this at all. The kid's club is very far from the rest of the hotel. The food was horrible, our hotel room was disgusting, and no one came to clean it ever. The pool bar is so tiny and closes very early. They were very nasty, and you had to order drinks .in certain areas. We paid for a preferred club ocean view and had a building blocking it. Our bathtub had some nasty dirt. The only good thing was the Mexican restaurant, the short ribs, and the pig dish; the place by the pool had the best food. They tried to charge you 25 dollars for a bag of chips, 75 for Tylenol, 12 for a red bull.
This hotel is far from being a 5 star property. More of a 3 star hotel. We attended a wedding which was nice. We also felt that the resort was more of a prison than a hotel. The beach was full of seaweed. Food was OK.
The resort is old, maintenance is haphazard, check in was a nightmare. The World Cafe buffet is very poor quality especially when compared to other AMR resort (we've been to at least 6). The general staff was very nice.
Highly recommended! Perfect mix of paces from full service relaxation on the beach to fun all inclusive activities, engaging shows and live music night life. Wake up and take a luxury beach day with Salvador and Guadaloupe caring for your every need. Do aerobics with Ricky who pulls you in with his smile and especially high energy. At every turn you get a friendly Hola! and Buenos Dias! Welcome and smiles and help everywhere you go. Located very close to Tulum downtown so easy to reach by taxi (300-400 pesos) or the local Collectivo vans that pick you up on the highway for the more adventurous and frugal (30-40 pesos a person). Similar distance to high end shopping in Playa del Carmen. Sure, about 90 minute ride from airport, but local once you get there. Don’t miss Xel*Mar as an all day water paradise adventure.…
Resort is very understaffed, top shelf drinks are nonexistent and even knowing how to make the most basic of cocktails is deeply challenging, food options are poor and really only one option for breakfast which is a sad buffet, lunch is either back to the buffet or one other place where you may or may not get your crappy food. Poolside service is only drinks, if someone actually shows up but most the time you are on your own - oh if you could find a towel for your lounger.
We stayed at this hotel as a couple in August. From the start we noticed the extremely friendly and helpful staff. The entertainment team is very friendly and set up. Especially Ricky and Pablo are very committed. There are great activities like volleyball and water polo. There is very good internet connection throughout the hotel and on the beach. The beach is beautiful and very clean. The washed up seaweed is removed daily. In the evening we could even watch a sea turtle laying eggs and on the beach there are many marked spots with eggs in the sand, which you can watch hatching. Unfortunately, some photographers are a bit pushy and cannot accept a no. The many restaurants offer good variety. At breakfast there is a large buffet. We definetly recommend this hotel.
Staff are not the best one and facilities need maintenance. Staff usually seems to be rude with guests and they answer that snacks are not available anymore. I had the meeting to know their preferred program and the sales guy was so rude cause I didn’t buy the program.
We had an amazing dinner thanks to Javier the waiter and the chef Humberto at Portofino restaurant. The best! The service was great, the food delicious!! A true travel to Italy!! Cannot wait to come back!!
I would definitely come back to this resort, but prefer to stay at the Secret's Resort. I really enjoyed my stay, but would like it to be a little upgraded with the food and more lighting. I was very afraid of the very large raccoons and to many mosquitoes.