Tom Windhausen

I recently had the pleasure of staying at The Fives Hotel, and I cannot recommend it enough! From the moment we arrived, the staff was incredibly welcoming and attentive, making us feel right at home. The check-in process was smooth and efficient, and we were thrilled to discover our spacious and beautifully appointed room. The amenities at The Fives are top-notch. The pools were pristine, and there were plenty of comfortable loungers for relaxing in the sun. The on-site dining options were outstanding, with a variety of delicious dishes that catered to every palate. I especially loved the tropical cocktails at the pool bar! A special shout-out to Cristina, Elvis, Daniel, and Adrian, who were exceptionally nice and helpful throughout our stay. Their friendly demeanor and willingness to assist made the experience even more enjoyable, and we truly appreciated their efforts to make our stay memorable. What really stood out, though, was the level of service. The staff went above and beyond to ensure we had everything we needed, and I felt truly pampered throughout our stay. The hotel’s location is also fantastic, providing easy access to local attractions while still feeling like a peaceful oasis. Whether you’re looking for a romantic getaway, a family vacation, or just a place to unwind, The Fives Hotel delivers an unforgettable experience. I can’t wait to return!

Dawn Auzas

The location of Fives Oceanfront-Puerto Morelos is excellent. It is walking distance to all of the restaurants and little shops. The beach area is very nice minus the big dumpster you can see out of the window in some of the rooms. If you would like a lounge chair on the beach you will need to get there early. The resort needs to offer more seating on the beach. They have an adult pool and a family pool, both are very cold. Same issue with the seating at the pools, need more. Regarding the rooms the walls are very thin and you can hear the chairs moving around above you. You can also hear the toilets flushing in the other room and conversations from the patio. The patios are big but not private at least the room that we had. Our friends had a balcony that was more private. There is a small kitchen in the rooms but if you would like to cook you will need to rent the pots at $25 for the week. The check-in process was a little confusing because they could not scan my credit card. Then when I got home the credit card that I used there had a charge on it for Amazon Prime Membership. I only used the card at the hotel and to purchase boat ferry tickets. So not sure where the fraud happened at. The staff at the resort was very friendly and helpful with any information on activities. Daniel was helpful with some good destinations on our next stay in Cancun. We did not eat at the resort because there were so many options walking distance away. On the last day I went to get a drink at the outside bar and they had my name wrong in the computer. Kind of scary because I was not sure if another guest had my name on their room and would charge drinks and food to my room. I know the resort can not fix the thin walls but they could do something about the lounge chairs.

Tisha

Me and my husband had a wonderful vacation here. Especially the food! OMG I'd give their food over 5 stars! Thank you chefs!! Most of the servers were very friendly, Advel, and Abraham were hyper, made me a joyful birthday dinner. Eduardo and the bartender Carlos were very friendly too, and Hector got a great sense of humor, love that! Also Thanks Carlos(Salazar) for the little surprise for our last day! Really enjoyed the atmosphere anyway Hotel overall is really nice. Beautiful ,fancy, clean and relaxing, only not enough beach loungers I will say... would highly recommend this hotel.

Antionnette McDermott

This is our second time at the Fives Oceanfront and it didn’t disappoint. The staff are friendly and attentive. Special shout out to Cristina Contreras who was amazing and worked hard to ensure we were well taken care of. We absolutely love this resort and will definitely return. One suggestion is to add more lounge chairs. It’s sometimes hard to get a seat. Also, some of the umbrella and bean bag chairs are showing wear and tear and could be replaced. Otherwise, keep up the great work!

Darrell Franklin

All I can say is FANTASTIC! We had our anniversary/my birthday trip here and the stay was 💯 perfect on all counts. From the relaxing couples massages to the exquisite hospitality we received from the staff, especially Valeria who made me feel like a birthday queen. Not to forget Cristina and Eli who helped our stay feel like the vacation we needed. We will definitely return and tell others of the Five’s Ocean Front.

Amy Lamarre

This was our first time at an all-inclusive and we had an overall good experience. The rooms are definitely dated and the showers aren’t great (new shower heads are needed and water temperature fluctuates). The rest of the resort was great though, and we had great service all around. All the staff are very friendly. We did some activities like archery on the resort and the staff Silver was very friendly and remembered our names for the rest of our stay. There was also a really cool fire show one night. Rooms aside, we had a great experience!

Rocks In My Dryer

We had a great experience here. Our room was clean and minifridge stocked, though the bathroom door latch was broken, which we only learned when my wife got stuck inside for several minutes. Maintenance came and replaced it while we were out though, the same day we mentioned it. The staff all throughout the resort are super friendly. In particular, Camila at the Kids Club was amazing with our 2 and 6 year old girls (keep in mind kids under 4 need a parent with them at the Kids Club though). Our eldest really loved the variety of activities she got to take part in, such as a cookie baking class and a treasure hunt, complete with pirate facepaint. The girls there also offer babysitting at $20 USD for 1 hour, then $15 per additional hour. The food was great, and a buffet was available basically any time of day (I think the last one closes at 1am). At each buffet, there were 2 meal stations where chefs were making fresh meals, different each day (steak, seafood, pasta, tacos, omelets, etc). That was on top of the huge variety of salads, mains, breads, desserts, etc, plus a very friendly & efficient waitstaff to take drink orders. You can also book a free evening dining experience at one of 5 restaurants through their app, but be sure to do so 2 or 3 days ahead of time as they fill fast. The night we arrived, I booked 4 in a row without problem. The drinks are great and varied (surprisingly they even know how to make Caesars), though I often asked for my mojitos or other cocktails "no dolce", as most are pretty sweet. The house red and white wines are just fine, and though they generally won't hand you a bottle to take to your room, every bartender I asked to was happy to fill my half-liter water bottle to the brim with wine to go. There are also photographers on staff who hang out and give guests the opportunity to take photos, sometimes even with parrots or monkeys you can hold. Excursions are also available, though they seem to cost about $120-160 USD per adult, and since there are always events at the resort, we only headed out for the one complimentary tequila tasting and tour of the nearby town. It was fine, though not very stimulating for the kids. I'd just assume stick around the resort next time. There are constant events at the main beach (sports, archery, dancing lessons, etc. Plus DJs and shows at night). Bring sunscreen, bug spray if you plan to be outdoors at night, band aids and floaties for the kids, etc. Many reviews mentioned they charge for all these kinds of things, so we just brought our own. We also brought things for an upset stomach, but none of us had any issues with the food or drinking water (we were careful though, even using bottled water to brush teeth). There is also Wifi all throughout the resort, so no matter which building I was in, I was able to keep in touch with my wife, even while using Airplane Mode for the entire stay. The signal was also very strong, so I was able to watch videos without interruption.

Elizabeth Foy

When my sister and I first arrived, we were given a room in building 8. The smell was so bad, it caused me to start wheezing. We went to reception and the best they could do for us was an $800.00 (Canadian) upgrade in building 5. Yes, the room was beautiful with an excellent view of the ocean, but we believed the room we were originally booked in should never had been offered to anyone. We had 2 showers…that was great..but one was only lukewarm and the tile floors are super treacherous when wet. For the most part the food was excellent…they have issues keeping food hot. My sister got severe food poisoning after eating salmon in the Mexican restaurant. We enjoyed the wildlife and birds. The pools were kept very clean. The staff were very friendly and helpful. Good luck finding a place to sit around the pool or the beach! We will not consider going there again.

Kevin Sojoodi

Rooms are clean, beds are comfy, service is great. The only problem with rooms is water pressure!! Food is amazing and abundant! Cocktails are tasty and always available! Pools are nice, beach is beautiful, staff are very attending and kind! Location is far from cities and taxi is ridiculously expensive! I had a great experience and definitely recommend!

Hulya Ugur

My stay at Blue Bay Esmeralda Hotel was absolutely phenomenal! From the moment we arrived, the staff welcomed us with warm smiles and exceptional service. The resort is beautifully designed, with lush gardens and stunning ocean views that truly make it a paradise. The rooms were clean, and well-appointed, providing the perfect retreat after a day of exploring. I especially loved the balcony. The dining options were diverse and delicious! Each restaurant offered unique flavors, and the buffet was always fresh and abundant. One of the highlights of our stay was the pool area, which was vibrant and full of fun activities. From water aerobics to pool volleyball, there was always something happening that kept us entertained. The poolside bar was a great spot to grab refreshing drinks while enjoying the lively atmosphere. What truly stood out was the attention to detail and the staff’s commitment to making our stay unforgettable. Thank you so much!

Elizabeth Sh

I have just finished my 10 day vacation at Ocean Coral & Turquesa. The rooms were clean and seemed renovated. The resort itself felt very clean, no littering, staff is quick to collect dirty cups outside, restaurant plates quickly collected etc. The service is a reason alone to return to this resort. Eduardo at the pool bar never failed to make my family feel welcomed and special. He always had a mojito already made without question as this was my drink of choice. Another honourable mention is Frankie at the Lobby bar. He is always friendly and social with myself and my family. Always open to chatting and providing wonderful service. In general, the staff seems like they want to be there and is always walking around with a smile on their faces and willingness to help. The food is excellent, they excel in all departments, however their sweet treats always stood out to me. They have all varieties of food to cater to various dietary needs. Pool is clean, ocean is beautiful, and I wouldn’t let the seaweed deter you from coming here, it is a beautiful resort. The whole place has a very positive dynamic and I would recommend it to anyone looking for a relaxing but fun vacation!!

Mackenzie Hoy

Had an incredible experience at this all-inclusive resort, and a big part of that was the exceptional service. Specifically the bar staff, Gustavo, Antonio, Alejandro, Eduardo, Haney, Hilda, Juan, and Alan were always on top of their game. The bartenders and servers were quick to offer refreshing drinks, always with a smile. They really took the time to remember my preferences, which made the experience feel personal and thoughtful. It was clear that they prioritized customer satisfaction. The service was efficient, friendly, and attentive, making my stay unforgettable. If you want to experience top-notch service and never worry about your drink being empty, this resort is the place to be!

Kim

Ricardo and Eber were the greatest at the buffet in the morning and at Villa Marina for lunch! The best service and always happy and smiling! Super friendly and consistant! Also excellent service from Eduardo serving us drink on the regular beach all day long! What a great staff this hotel has. A la carte restaurant are a bit disapointing du to lack of staff and food not being good for 5* hotel. Same goes to buffet ... not much selection and always the same stuff. Thats the only downside of this resort. Beach is long and enough room and chairs everywhere even at the pools! Great resort in general!!!

Jackie Martineau

Stayed at Ocean Coral & Turquesa at the end of February, this was my favourite experience in Mexico yet! The resort was beautiful and clean, food was amazing but the best thing had to be the staff. From the second we arrived the outstanding service from everyone we had the pleasure of meeting a was above and beyond. Antonio in the buffet made our experience that much better! Gustavo, Alejandro and Eduardo were the most wonderful bartenders! Fernanda and Gabriel in activities were always so much fun and added to the enjoyment of all the events! Will always recommend this resort and already planning a trip back next year

Morgan Vercholuk

Antonio, Gustavo, Eduardo, Alejandro at pool bar and pool area, Jemima, Hilda and Henry are all fantastic! Anturo makes the best drinks and all the staff at the Villa Marina restraunt are lovely. In general, all the staff are very friendly and go above and beyond. You can tell that they want people to enjoy their vacation, and they go out of their way to make sure you have a good experience! I'm not overly picky so the food/drinks are good, and the resort is clean which is all you can ask for, in my opinion. There is lots of seaweed, but that is expected in this area. Once you're in the water, it's fine. The staff do a good job of removing the seaweed and cleaning the beach! The cleaning staff weren't coming to our room until the late afternoon, around 4-5 so we just went up to the front desk and they were able to accommodate our request to clean the room earlier so that we can come back and start getting ready for dinner.

Bailey Rahn

Went on our annual family vacation. Jorge Morales was above and beyond fabulous. Great service and wonderful performance. Made sure everyone was taken care of when we ate at Santa Fe restaurant. I do not have enough good things to say about him and his service!

CDN Roadie

Jorge Morales was a very attentive waiter as well as all the staff. He made our dinner at Santa Fe excellent. Food was very good, could have been a little hotter when served but over all very good. First course was varied and the steak was excellent. Only thing needed was a little finishing salt which was supplied. Over all our favourite restaurant in the group.

Peter Turner

All inclusive resort, good value for your dollar. Staff is friendly and responsive. Rooms could be maintained a little better but I did not come here to spend time in the room. The largest pool(s) Ive ever seen

Heidi Wenke

We just finished dinner at the Santa Fe restaurant. Our whole family is here and we had 17 people that needed a place to sit. Roman Martinez created a beautiful table outside for our entire family to enjoy. The service was excellent, the food was amazing, and we are so grateful he helped us have a wonderful family dinner.

Lynn Holm

Dinner at the Santa Fe Restaurant, Barcelo Riviera Maya. Our waiter, Jorge Morales was excellent. He was professional, conversational and knowledgeable about the meals available. He made our evening out extremely enjoyable with his service. I would highly recommend.

Todd Hoff

Overall, this resort was lovely. The staff were friendly and helpful with good English. Everything was clean. The a la carte experiences were absolutely worth it as the buffet can get repetitive (but still tasty). The staff at the restaurants are incredible and knowledgeable about the menu and the food is good. Specifically Abraham and Isac at the Mexico Linda restaurant! The pools are huge, the beach is nice, and there’s very good snorkelling in the beach area. The resort is huge with lots to do, however some things require additional payment. Would absolutely come back!

Jodi G

What to say? Moldy rooms. Not updated. Shows its age. Rooms not clean - someone else’s hair in the shower. Hard beds. Cold tasteless food in the buffet. Front desk staff don’t care. We specifically asked for a top floor, two beds in each room and rooms close to each other. We get ground floor, single bed, in buildings two rows apart. No one has offered to fix anything. The beach is gorgeous. The guest experience is not. Do not recommend anyone stay in this hotel. I’ve been to this resort 3 times. The others were fine. Maya Beach is terrible. Avoid at all costs. I won’t be coming back after this experience. So many choices in Mexico. Do yourself a favour and stay elsewhere for better value, better service, better food.

Dino

Had my wedding here and I have to say it was amazing. All my family and friends were super impressed with the service and the food. The Wedding went off without a hitch. A beautiful day and a beautiful week that we will cherish forever.

Lauren Wall

A great experience overall. The beach here is beautiful. Plenty of seating at pools. Staff was lovely. Gluten free girlies listen up! I had breakfast each morning at the Beach Buffet, and Selene was always our server. She got me made to order gluten free pancakes and waffles each morning. She was SO nice and fun to be around. We found all of the staff to be wonderful here and had a great time.

Krissy Wood

Selene Zurita at the buffet has been INCREDIBLE during our stay! The most attentive, hardworking, proactive and kind waitress I've ever had the pleasure to have. She sees so many people in a day, and still remembered our faces and drink orders. She gives amazing recommendations on the drinks and even explains what's in them! Thank you for making our trip so fun and always serving with care and a lovely smile! 🩷

olenaber.imaginefinancial

It was absolutely amazing dinner. I don’t even know how to describe it our experience. Host was top notch. Our server was great and the manager stopped by to ask if we had a good time. Food is delicious. We were in and out less than an hour, wow!!!! Thank you so much for your hospitality.

Kevin Rosario

I spent the past week here and it was the perfect vacation spot for me. The gym is really great and has a squat rack, barbells, and most of everything else you’d need. It’s definitely not a typical hotel gym. Reyes, Lupita, and Pablo who work at the desk at the gym were always very nice and super helpful. I was a little worried about the food situation, but thankfully they pretty much always had healthy food options available at the buffet (roast chicken breast or turkey, baked fish, steamed vegetables, lots of fruits). And the fruits are incredibly good. All in all it was a great experience. I’d definitely come back.

Katherine Kerr

This is a really relaxing resort with the option to go from hotel to hotel. The all inclusive aspect was really great, especially with kids. The staff were attentive and friendly and the resort was kept very clean. I liked the cultural inclusions in the decor and their nightly shows were fun. The food was good but not amazing, however that is totally expected at in all inclusive.

Julie Faith Alexander

What a relaxing atmosphere after a day of soaking up the sun! The food is excellent and servers attentive. If you want to be catered to while at the resort, or just a quieter evening meal, this is the spot! The buffet at Caribe is excellent! Ask for Ricardo Kuyoc and Maria and they will provide you with excellent service.

Sofia Rose

La Trattoria has excellent service! Our waiter Luis Uitzil was very friendly and kind. Food came out very fast and the singing at the beginning of the meal was wonderful! Definitely recommend if you stay at the Barceló resort. The location is convenient just not very pretty. (it’s in the mall) Ambiance/atmosphere is great.

Karen Welsh

The property is HUGE and spread out across a large section of beach and jungle. It’s beautiful, clean, and has so much to do on site. The pools are always clean and sparkly, the pool bars, well stocked, and bartenders and wait staff are very attentive and friendly. We spent a day at the spa, which is impressive! The food is EXCELLENT everywhere and it’s always fresh and hot. So many delicious options! Then the staff - beyond friendly, happy, and all had such amazing energy. We frequent Costa Rica and love the “Pura Vida” vibe there but at this resort, they embody positive vibes and ensuring everyone is always smiling and having a great time. Every building has a personal concierge which means you have someone overseeing your experience the entire time- probably why our issues were so quickly addressed. The beach was crystal clean and there was amazing snorkeling on property. Even if you don’t snorkel, just shin deep we’re schools of tropical fish summing in the shallow water. We had our 16 & 17 yo daughters with us and felt very safe the entire time. We also ventured off property twice and met people staying at some of the nearby resorts. They all had service complaints or issues with limited beach availability and cleanliness. We never do the same trip twice but we would return in a heartbeat. We had a few minor inconveniences that were rectified immediately. Issues with a TV not working or losing hot water for a couple of hours should be expected in an under developed country. We experienced both of these issues but the staff was already on it when we reported it. Night one there was a problem with our A/C but we swapped rooms with no issue. We highly recommend this resort! It was top notch all the way around. We are so impressed!

Josh Henry

The best thing about this resort is the service and friendliness of the staff. We had an easy, quick check in and check out. We had a great experience with the bartenders and servers at the restaurants and bars, especially from Angel Beltran and Brenda Hernandez at the Breathe Daiquiri Bar. They were awesome. We probably saw them too much because we would walk up and they would have our drinks waiting for us. The room are older and in need of repair or renovated. The food at the buffet was hit or miss depending when you got there. The restaurants were difficult to get into without reservation even though they had many cancellations and no shows. The location was out of the way but the area is beautiful.

Leah Wolter

My husband and I had been to Grand Sirenis previously and this time they saved our trip with our kids! We had book a different resort in Cancun, which turned out to be terrible. And were frantically trying to figure out where we could move to. There were other resorts in Cancun, but we were nervous to book anywhere off reviews since the place we had been at also had good reviews (and it was not good). We decided to go back to Grand Sirenis since we had such an amazing time previously and I am so happy we did! We had the best time. The food is great, the pools are great, the room was great, and the people are so helpful! Grand Sirenis truly turned our trip around.

wyatt earp

Rooms are amazing and a brilliant size. Entertainment are second to none plenty to do and such fun music also excellent with loads of good and different choices. Location is brilliant located in a forest with lots of different animals roaming free which is good and amazing to see the place is huge lots to see and find not to mention so easy to get lost which is always good as you find new things. David & erick & Daniel are amazing at what they do with there Entertainment always busy and working hard. All staff are excellent can't complain at all.

Dean Hodges

This was a return trip to this hotel. They recently spent a lot of money and time remodelling the lobbies and restaurants. From our previous visits the food quantity had dropped however the quality greatly improved which I personally would prefer. It does seem that they are slowly remodelling and repairing the rooms as a couple of the buildings were boarded up and had workers around them. The buildings to the south seem to be down the list in order of repairs and remodelling and this is where we stayed. The rooms a year ago were showing signs of wear and tear and after this trip in February it was very clear they were in need of repairs. There was nothing greatly bad with the rooms just a lot of cosmetics were damaged. The resort itself has great facilities though some are starting to show their age. The childrens pool is great but a couple of the fountains needed some repair as they posed a slight tripping hazard. The evening events in the theatre are fantastic both for the children just prior to the show and then the main shows after. The beach is spectacular and the staff try their best to keep it clean of garbage and seaweed as best they can. The staff are all fantastic and very friendly they are just working with some limited facilities in some instances but it does seem management are addressing these with remodelling work.

Alice Z

We had a wonderful experience at the Royal Hideaway Playacar! The food was delicious and the resort was kept clean. Fun nightly shows and activities. The staff was wonderful at helping us with anything we needed, especially our concierge Gabriella in Villa 26. She made booking our dinner reservations easy and helped/recommended excursions for us to take which turned out to be amazing. While the service was exceptional at the restaurants, we wanted to highlight one particular server we had at The Grill- Antonio Lopez. Antonio was our server during the last dinner of our trip and he truly made it a wonderful last night. He was incredibly attentive, friendly, and went above and beyond to ensure we had everything we needed during our meal! Truly an amazing way to end the trip!

Danielle Gibbons

Great little getaway for a resort on the beach. Not a huge resort which was nice. Food was okay wish they had more Mexican options and dishes. Crowd is a bit older so if you are looking for a relaxing spot this is it! Rooms were always very clean. Service was a bit slow at times but other than that was very enjoyable!

Christopher T

The bad: The dinner situation is for the birds. You must make reservations, and only one of the restaurants (the one that also does the room service orders, so long waits) are casual at dinner time, so forget being comfortable on vacation if you want to eat dinner. Collars and slacks are required! Room service food is pretty awful. Every time we ordered dinner, it took well over 1.5 hours as well. Tonight, our reservation was 830pm, and we didn't get our food until 1010pm. Our group of 8 never once got drunk from any of the mixed drinks, even when they had extra shots in them. The staff is not on the same page, often giving bad information about restaurant hours, availability, etc etc. The lunch food, and dinner desserts are mediocre at best. The good: despite the hour+ waits, dinners were delicious. Comparable restaurant quality would easily be $50-$75 per person without drinks and dessert. The pools are amazing. There are so many, you can easily find a private pool most times of the day. The rooms are great, even though we did have a pipe leak, it was fixed the same day. The last Playa Del Carmen all inclusive we stayed at, was a sales pitch 24/7. You couldn't use a restroom in the main area without someone trying to get you to buy a bracelet or a time share. This place is not like that at all, which I appreciate. Only one spa worker was pushy.

al cole

Great adults only all inclusive. We stayed in a Royal Luxury view room. It was average size with a good sized bathroom and great storage between the closet and dressers. The bed was super comfortable. The resort is smaller which we really liked. The grounds are beautiful and immaculate. We only ate at The Grill, The Deck and Spices, but we had no complaints at all about the food - good options and everything seemed fresh, even at the breakfast buffet. The beach is beautiful with easy access into the water. The usual observation about chairs - not so much a lack of them, just how everyone "reserves" them for hours and hours with the early towel placement. A special mention to Sandra, who was our concierge in building #25. She is so helpful, and very friendly and just genuine.

Grace Callaghan

My parents and I have been here 2 times with our friends. This resort is hands down one of the best! The food at all the restaurants is amazing. The staff and activity crew are all very nice and provide wonderful service!!! We will definitely be back with more of our friends!

Carissa

This hotel has great customer service. From the second you pull onto the property you're treated very kindly & well. The property is clean & beautiful. The beach is absolutely stunning! Calm, shallow, beautiful blue water and soft, fluffy sand. The beach is everything I had hoped for. We upgraded to a premiere package and it was worth it, but the room was a bit small in my opinion. The king sized bed & pillows were a bit too firm for my liking but it's not something that would prevent me from coming back. The staff work incredibly hard to take good care of everyone. We thoroughly enjoyed our stay!

Dustin

Amazing experience as usual with Dreams resorts. I had my designer sunglasses stolen by another guest in the gym, and within 1.5 hours after reporting it the security team checked cameras and tracked down thief and retrieved my sunglasses. I was very impressed. Pool bar is great. Beach is amazing. 200 meters out in white sand at only knee level water. Food was 4/5! Walking distance to local shops and clubs.

Megan Challis

We had a great relaxing vacation. The beach is white sand and very clean the water is amazing the color blue. You can walk out 100 yards on the sand bar knee deep. Service was top notch. I want to give a special shout out to Angel Gustav and Louis Our pool concierge who found us great lounging every day in the sun or in the shade. Our server Genlin who took great care of us the 2 days we reserved the Bali beds. Definitely recommend those. And to all the staff who went out of their way to be sure we were happy. Great time thanks Megan & Rich.

Zak & Brent

Stay FAR Away from Dreams Sands Resort I stayed at Dreams Sands from Tuesday to Friday, paying in full for myself and my wife—including an upgrade to the “premier” experience. My wife had to leave early Thursday morning, so I asked my younger brother if he wanted to stay with me for the final night. Mind you, I already paid for two guests through Friday. No extra services, no extra food or drinks. Just a simple guest swap. Apparently, that was unacceptable to the staff. At checkout, they refused to give us our luggage, threatened to call the police, and held us hostage until we handed over $200 in cash—with zero explanation beyond “hotel policy.” It was unprofessional, hostile, and completely unjustified. Beyond the nightmare ending, the resort itself is trash. The food? Inedible. The drinks? Watered down and awful. The facilities? Run-down and far from what’s advertised. Save yourself the money and stress—don’t book Dreams Sands. Ever.

Krutayakievlyanka M

Resort and beach access is absolutely fantastic. The food - not so good. The only okay place is Buffett. And Steak place. Staff is nice and keeps this place clean. I wanna highlight Oscar from front desk, he was very polite. Took care of us and had resolved our issue quick and in a very professional way. And Enrique in the Breakfast and Lunch area is amazing too, super friendly and takes cares of u very good. So big thanks to him he always welcomes us here so warmly. Overall we enjoy being here, not too crowded especially this year...but yes they can do a better job on the food choices...

tracy lloyd

We spent 7 days here, 6 adults and 4 children. Check in was quick and our rooms were amazing, we all had one bedroom suits. This resort is amazing, very clean, the staff work very hard all day. There are so many places to eat and all the food we tried was great. The pool and beach area are all clean and well kept. They have Bali beds you can rent which were awesome but there are lots of sun loungers too. We loved seeing the monkeys and other wild life. We have never repeated a resort but I would definitely do this again. It is family friendly, the kids had a great time. The entertainment was both for kids and adults, best we have seen at a resort.

Tèche Dugas

The beach was beautiful and the entertainment team was awesome! Me and my family really enjoyed all the activities at the pool! Edson, Benjamin, Giovanni, Daniela and Angela were super cool and fun! The bartenders were very fast and efficient. The restaurants were delicious and had great ambiance although the wait times were sometimes long. The check in was quick and the rooms were nice. We’ll be coming back!

Lorraine's Fitness & Yoga

The fives is a top notch resort. There are so many amazing things to experience while staying on site, food, spa, entertainment, the grounds. The amazing daily Yoga & Fitness classes lead by certified instructors through NRG2GO made my mornings incredible and fun. So knowledgeable, prepared and passionate to share their love of movement with guests. The food was delicious and abundant, with so much variety to keep you excited. And the fun wellness activities like body oils, body scrubs, facials and couples massage lessons are incredible. A most perfect holiday in the sun.

Julie Tait

The resort was fantastic. Cristoff and Andrea were fantastic ambassadors who went above and beyond to make our stay amazing. We used the kids club 3x during our week and enjoyed every activity they offered. The evening kids parties were amazing and my kids adored the face painting! The pools were warm, the Bali beds were so comfy, the access to swim in ocean was maintained and available daily. The resort was safe and all day the staff were accommodating- in restaurants, shuttle drivers, cleaning crew, at bars, at spa and for all entertainment! Thanks for a wonderful week!

Np

For me it was my first time in Mexico and not only was this place absolutely beautiful and amazing the workers made it so enjoyable as well. There are so many great activities to do! My favorite was beach volleyball with Daniela, she made it so fun! She is so sweet and kind! Daniela was a ray of sunshine and made every effort to make sure everyone had a good time. The whole entertainment team (Daniela, Eddie, Angel, and Angela) was such a fun experience they really make your vacation so much more interesting! I had an amazing time and I would 1000000% recommend this resort to everyone I know!

Robert & Amy Quigley

The staff were very friendly and helpful. The pickle ball courts were great and equipment solid to use. Unfortunately, there were several packs of high school boys in spring break. They were poorly behaved and noisy. I went to customer relations as they kept us up our first three night well passed 2 am. The guest relations stated they had other complaints and the room number and were aware of poor behaviour,”but were not responsible for the behavior of the guests” I asked even it has infringed on the experience and safety of the other guests, I have 3 daughters. They reiterated the statement. They offered to switch our rooms. When asked why should we have to move our 2 rooms instead of relocating the 1 room of boys they would not. I also asked to speak to a manager but never received a call. I had $350 dollar of resort credit that amazingly did not qualify for tours, photos or items that we purchases in the resort store. Would not recommend for families especially with teenage girls.

Terry Parsons

Fantastic. We stayed at moon palace sunrise. Resort pays attention to details here. Plenty for kids to do, do not go here if you're trying to lose weight! Food is plentiful and delicious! Ice cream snacks, pizza and BBQ by the pool! Lots of restaurants. App is used to make reservations or even ask for house keeping. So many pools. All areas are great. The kids pool area is conveniently located beside a regular pool area with swim up bar. Evening entertainment was fantastic and not some artist hired off the street and told to lip sync a Micheal Jackson song. The main lobby is large and has an upscale feel. It is not a breezeway style lobby though you'd find in other locations. This is a hotel resort enclosed lobby. Fancy, but not outdoors. Don't listen to anyone about the beach. Yes, you can't snorkel it like Cuba and it's not crystal clear, but the sand is white and the beach area is large and inviting. This resort is huge but no issues if you have mobility issues as golf carts will come pick you up. Overall it was a great experience and has a sense of high class here. Highly recommend.

Sheila Truhlar

Bought here as time share years ago, raised our kids bringing them every year. Because it's Mexico, they can just change the contract on you. Paid top of the line, now gave to pay for what USE to be included. Don't buy, they lie! Nice place to stay, just don't buy into time share. They treat you better that way, weird.

Trevor Wood

The good & bad… Good: Rooms were nice sized with comfortable beds & pillows. Food was better than average at the restaurants for an all inclusive. The pool was expansive and nice with regular pool side service. The bad: The check-in process is horrible… well over an hour and a half as you have to meet with different people who try to upsell you on the room, the excursions, and the vacation club. Everything here they are trying to upsell you. The resort is massive and unless you are a “diamond” member your room is often so far you have to take a golf cart ride to/from everywhere or it’s a very very like hike… we were out in the villas on the golf course which is literally across the street not even close to the resort not because we asked but that’s where they put us regardless of what it shows/details online (we got a governors suite). None of the pools have an ocean view; it’s almost like they hide visibility to the ocean and it’s not easily accessible or viewable from anywhere. If you want ocean views and aren’t diamond members; stay somewhere else. All the pools loungers are all taken by 7am and it becomes hunger games to try to find a chair and the resort does not help remove all day chair holders like other resorts. The resort “credits” are a joke; it’s actually incredibly difficult to find something you can use these credits on! Everyone in our group left without using 90% of them. They really upsell you on the their Grand property and push you to do a presentation to get access for a day. This is where the adult day club, lazy river and most water slides are (all which were really great and fun). This is a horrible experience that last about 2 hours and you have to say no to at least 4 different high pressure people before you can leave. They really cater to you to get you there driving you to the sales center but when you say no you have to figure out how to walk back to the lobby to get access bands before going back to utilize the property. We prefer a resort that doesn’t try to upsell you at every step; you can see the ocean from your room & pools, and it’s not so spread out it requires golf cart shuttles.

Goutam Ghosh

positives: 1. location and view 2. beautiful pools 3. kids playrooms negatives: 1. food: The food in the buffet is terrible. The staffs are not trained to work in a '5-star' level hotel. The restaurant food is better but it is very difficult to get reservation. You have to reserve 2 days ahead. You might to have to wait for the buffet for 20-30 minutes in pick hours. If you care about having good food then don't go there. 2. spa : the facility is good but staffs are not trained for massage. They don't know anything about massage. 3. safety: if it rains it is very risky to walk around. The stairs and the door front gets flooded and they don't care about draining the water even after the rain stops. You have to bring you own umbrella, the rooms are not connected. We had to walk to our room in rain in the midnight. 4. They have golf cart for roaming around, but you might have to wait for a long to get one. 5. resort credit: resort credit policy is a scam. Do not fall for this trap. You can use these credits for very limited things. They increased the price for those things very high and you have to pay the tax for that. For example, you can use your credit for massage which costs around $400, you have to use 400 credits and around $80 tax. The regular price of a massage is around $80.

Ashlie Berdiales

My boyfriend and I went for the first time for Spring break and it was absolutely amazing! The service was unbelievable, the cleanliness was great there is always someone cleaning keeping the place very clean! Especially the windows I was impressed. Bartenders are fast and very nice. Shout out to Ivan working in the buffet, his energy was wonderful, we went to go see him almost every day! The only thing to really be prepared for is the music, they play a ton of anthem themed tracks with very straight beats. I would've loved to dance to some sensual, slow off beats to mix things up. All in all great experience, we will be back!!!

Mignon Cook

We had such a fun time at Temptations, it was nice to see people in our age group. We truly loved the vibe! Thank you, Lucio, Abel, Alex, and everyone there who work hard to make everyone feel special. (Great to see Norma again.) I’m going back this October. Shout out to our butler Azul. Azul is the epitome of a perfect butler, anticipating our every need before we even had to ask. Whether it was securing hard-to-get dinner reservations, or simply finding us cabanas poolside, her friendly demeanor and genuine warmth made us feel at ease. A gem at Romanza, Jesse made our recent dinners an absolute delight with his warm, friendly service and expert knowledge of the menu. We ate there three times! His enthusiasm and care for our dining experience really elevated the evening. The food and presentation at the restaurant was perfect. I also wanted to thank Balam and Lola for our wine conversations and recommendations.

Gracen Kent

Started great ended very poorly. Most of the staff was great. The playmakers were so much fun and really got the party going. The evening shows at the club were amazing and so entertaining. We even considered buying their VIP package/timeshare for future dates. On the last day we checked out and told the front desk our planned time of departure for our evening flight and assured us it would be fine, telling us that we could only eat at the buffet for dinner and as long as we were out of our room that we could continue to use the amenities, so we left our bags with security in the lobby. When we went to retrieve the bags to leave they would not return them to us and tried to charge us an additional 150USD per person for staying into the evening even though we asked if that was ok. They would not return our passports or our wallets from our suitcases. The manager and security got involved and I asked if we needed to involve the police since they would not return our passports or wallets. Eventually they returned our bags and let us leave. We went from almost buying a timeshare to almost calling the police.

econ omist

This resort is great, especially if you enjoy parties and fun. The food is above average. However, I deducted two stars due to two bad experiences: 1. At check-in, the receptionist promised us a pool-view room, but the room we received faced the road. After complaining, they moved us to a pool-view room on our third night. The receptionist said it was a mistake. 2. The second issue was with the bellboy during checkout. He took my luggage without informing me where he was bringing it. I assumed he was taking it to the airport shuttle, but when we arrived at the airport, we realized the shuttle didn’t have our luggage. Instead, it had been left at the hotel entrance. This was extremely inconvenient and unpleasant, as we had to go back and forth between the hotel and the airport. It was a stressful way to start the day at 5 a.m.

lizzy idowu

We had miguel as our Butler and he was great, responsive and did an amazing job. We are new premium members, we started the journey with angel tour ad breakfast with Jesus, we ended the tour actually signing up as members (the perks worked for us) The days are filled with people having the greatest time in a judgement free zone where if you want to go topless you can do so with out any weird vibes. They daily early morning/ afternoon performers that bring the wild vibes and keep folks super engaged, food is always around and soo good, you won’t be disappointed. We will def be coming back, for a cruise next time. Xoxo lizzy

Maureen S

The hotel is very nice and very clean, the beach is an absolute disaster! There is no beach . What is there is covered in sea-weed they just keep Piling it up and if you want to venture into the rocky ocean you have to climb over the seaweed and it stinks! Nice stroll along the water not gonna happen so if walking is your thing this is not your hotel. The pool is very average , securing a chair each morning set your alarm. They also have this ridiculous policy of 30 minutes if your gone longer they put your belongings in the lost and found. You can’t even get breakfast in less than 30, The Cabana’s well if you want one bring your wallet because that’s the only way to ensure one it’s quite the little side hustle and while we were there one of there concierge’s got caught doing just that. Staff are very friendly and helpful and keep the resort very clean. Food is all right but had better at other Secrets. This one has one restaurant for the Preferred section and it was nice but the menu didn’t change for our entire stay. The remainder of restaurants are on the Breathless side which you have access to but the food is average but the steak house was good. Entertainment was nice they have different things going each night and there was good options, just not someone singing the same thing each day. Overall stay was a bit of a disappointment primarily because there is no beach and nowhere to move around when your lounger get to be too much.

Joe McHendry

Stayed on the Secrets side and absolutely loved it. The only reason I didn’t give 5 stars is because I wish the Secrets part was equal to the Breathless part in size. Loved the preferred club with Luis as maybe the best bartender I have ever seen. Seriously, get a martini from him. Also Gabriella, who works at the bar outside of the “strip” steak restaurant, was an amazing server and so funny. Make sure and see Edgar at the same bar for the best mini beers at the resort.

Vicki Schaaf

The staff at this resort are all so friendly. The wait staff at the restaurants and pool side were great! Alfonso & Lino at Rose Water restaurant were wonderful. Poolside, Cruz and Mar were always quick to grab drinks, water and food for us! They deserve all the tips you give them. You will have so much fun with Luis & Steven when they come around doing activities at the pool! I enjoyed bingo, poker, making bracelets and watching water aerobics and VB! Luis, our maid service was so good at working around our comings and goings He and everyone from check in staff to grounds keepers were all kind and helpful. I’m so sad I didn’t write down my bar tender from Secrets Premier Bar. He made a great drink, recommended going to Puerto Morelos and checking out the beach and shops (much less crowded) and super nice guy with great advice.

Kristen Klepfer

We had a wonderful 5 night stay at Secrets Riviera Cancún. We loved the food, the pool, access to both resorts and the drinks were amazing. The best past overall was the service. Everyone we encountered was wonderful. Shoutout to the pool staff, we had Umberto and Mar and they were both amazing. Luis in the preferred bar also took great care of us. We will definitely be back!

Amelie Sen

We had a wonderful stay at Secrets celebrating our engagement! The resort has many amazing aspects, and Luis at the Preferred Club Bar (evenings) truly made our trip—his special mixed drinks and warm service kept us coming back. Highlights: - Servers are attentive, though tipping is customary. - Rosewater (dinner) and Spumante were our favorite restaurants. - The Hyatt Inclusive Collection app is essential for info, but some Breathless activities aren’t listed. Sign-ups for wine tastings and paint & sip go fast—reserve early with entertainment staff. - The Magic Show and Inferno Fire Show were fantastic. - Room service breakfast can only be scheduled early via the app, not the in-room tablet. It was delivered right-on time when scheduled. Areas for Improvement: - Lack of dinner reservations (except for Hibachi) makes dining unpredictable. - As with most resorts, there aren’t enough chairs, so wake up before 9:30 AM to snag one. - Our luggage took over 4 hours to be delivered when switching rooms, despite repeated calls. A small but frustrating detail: our new room was missing a tote bag. - Cabana reservations need clearer signage—several guests were mistakenly removed. You must check in by noon. - The 30-minute chair reservation rule is unenforced, leading to long, unattended chair hogging. - Some concierge staff lacked attention to detail—our 5:30 AM breakfast arrived at 1 AM instead, waking us up. - Our first room’s shower didn’t drain, an issue that should have been caught by housekeeping. Showers also have a slight sea/fishy scent, possibly from desalinated water. Despite minor issues, we had a fantastic stay, and Luis and Irma made a big difference in our experience. With a few adjustments, Secrets could be even better!

Sophie Jacobs

We just returned from staying at Excellence and had an amazing time! This trip surpassed all my expectations in terms of service. It was our first time doing all-inclusive, and they couldn’t have made it any easier to navigate. All of the food was perfect and my husband’s food allergies didn’t get missed one time! We especially enjoyed the creme brûlée at Chez Isabelle and the Kitchen Table for breakfast. By the pool, Jorge was incredible and super attentive to our needs! The rooms themselves were a little outdated but very very well taken care of and cleaned. Overall we would definitely stay here again!

Casey Roth

We had the most fantastic dining experience at Agave in the Riviera Excellence Resort, and it was all thanks to William! From start to finish, he provided top-tier service - thoughtful, attentive, and genuinely friendly. He recommended the absolute best dishes, kept our drinks full without us even having to ask, and made sure we had everything we needed for a perfect evening. Not only was the food incredible, but William’s service took the experience to another level. His professionalism, warm personality, and impeccable attention to detail make him an invaluable asset to the team. If you’re dining at Agave, ask for William - you won’t be disappointed! Huge thanks as well to Geronimo for his excellent service and teamwork. The entire experience was seamless, and we’ll definitely be back.

Denny Zwiener

Overall, very happy with our stay. Edgar at the pool bar was was great. Our waiter Antonio was always friendly and timely. Itamar with activities was very friendly, fun and joined in. Ate at the Oregeno restaurant on our last night. The food and service were great! (Amilia and William were very attentive). Can't wait to go back

Abby Vogel

This resort fulfilled all our expectations. We went for our honeymoon and they provided some very cool little perks for that purpose, including a champagne breakfast in bed and discounts on the spa and other romantic experiences. Almost all the restaurants were sit-down and offered waiter service that fostered a romantic atmosphere. We really enjoyed Oregano, the Italian place - waiters Adolfo and Diego were attentive and engaging. All three of the entrees we ordered at the Flavor Table, which features Spanish food, were some of the best we ate at the resort, and our waiter Alejandro was excellent. The private beach cabana was amazing. The rooms are spacious and well-appointed. WiFi service is consistent across the resort.

Tom McGrath

We’re so glad we came here! Can’t say enough good about it! My wife and I came from another resort here in Cancun. The minute we were greeted here we looked at each other and realized we wasted our time and $ At the previous resort. The rooms and food are great but the real bonus is the staff. All amazing! Amelia and William at the Italian restaurant couldn’t have been nicer or more attentive! Fernanda provided amazing friendly service at the beach. Thank you all for an amazing end to our Cancun adventure!