Not one for the books
Jun 5, 2025 Jessica H
Pictures on the website really need to be updated as its not as nice as it seems. We typically do not leave negative reviews, but this vacation was a big let down for our family. We were a family of 6... room service would take our used towels and replace with only 1 or 2. Seriously Turn down service is way to late... (11pm) as our family would… Read more
Pictures on the website really need to be updated as its not as nice as it seems. We typically do not leave negative reviews, but this vacation was a big let down for our family. We were a family of 6... room service would take our used towels and replace with only 1 or 2. Seriously Turn down service is way to late... (11pm) as our family would get woken up just to tell them we didnt need turn down service. Checking in was chaotic and super rushed. We were left overwhelmed, stressed and confused while being rushed out the preferred club lounge. Entering our joint rooms... one was cool the other muggy and musty. After trying to adjust the temp we contacted preferred guest service and nothing. Went down the next morning to do our Amstar departure meeting and the rep asked how our stay was going. We again told them about our room and he said he would let someone know to get it fixed. All day and still nothing. We requested a third time for someone to come look at our room and someone had shown up at 11pm while we were sleeping. Really frustrating. We also had trouble getting contected to the wifi, downloading the app using the qr code they gave, ordering room service, no info in the rooms. All in resulting in my husband having to go up and down the steps the whole first evening we checked in. As the elevator service is VERY slow and has a weight limit and can not fit more than 3-4 people at a time. Another MAJOR issue we had was the ocean was not accessible... I mean it was and staff worked all day to try and clean it up. But no one and I seriously do mean NO ONE was in it at all during our stay. Photo included shows the golden seaweed after the team left for the day. Every morning the lagoon was 3/4s full with a horrible sulfer odor. The smell, the sea weed, the sludge layer not inviting. While we tried to just camp out on the beach and use the pool... we found we just couldnt sit on the beach very long due to the smell. When we booked our vacation we asked for white sand and blue water as we are not pool people and spend our vacations at the oceans edge. The website photos looked to meet that. Absolute opposite in person. About 3-4inches of white sand until u hit solid rock. Ocean water was mucky and worse than anything weve ever seen. This vacation we HAD to be pool people. Not very happy to spend the money we did to be super limited. 90+ humid temps and pool water in the 80s+... not refreshing. We were greatful that it was not super busy as we prolly would have just stayed in our room. Food selection was very minimal as well. Mexican night wasnt what we hoped for and the buffet was very basic. Some of our members didnt even eat dinner that night. Some resturants were closed the whole time we were there. Almost all the bathrooms were just as humid and sticky as it was outside. The overwhelming sulfer smell was horrible that by the end of our stay family members were feeling consistently nauseous. This vacation, specially being Dreams, was a huge let down. We can honestly say its not one we will be returning to. Positive note our waiter Fabio, at Seaside grill, was SPECTACULAR! The pool bartenders, hosts amazing. Most of the staff were very inviting. Read less
