Dreams Sapphire Resort and Spa

The food was just ok (probably really good for a family resort actually). Portofino was really good. The restaurants that were “air conditioned” got really hot (like cooler outside hot) after about 15min of being open. The restaurant service was hit and miss but the entertainment staff was on point!! Eduardo, Adrian, Mere, Arturo, and Tony (there was a new girl whose name I cannot remember but she was awesome too). The beach was terrible the entire trip. Water muddy brown with sargassum and though they worked seemingly non stop, there was no getting ahead. So the entertainment staff kept games and activities going in the pool all day. They played and had fun with the guests, drawing them in and keeping them motivated. The shows were ok. The core zone was actually 4-5 tvs with video game consoles, a pool table and some lawn games) everything else required payment) The water slides were decent and functioned as they should and are included in the price. The facility itself is a bit warn, though clean, it needs renovation. I would take my family back but maybe not at the end of July. Once again the heros of the trip were the entertainment staff.

Unfortunately, our experience at Dreams Sapphire Resort in Cancun was extremely disappointing. There are so many beautiful resorts in the Cancun/Riviera Maya area, and after this stay, I would strongly recommend spending your money elsewhere.

The problems started immediately at check-in. We specifically booked the Preferred Club experience, yet instead of being welcomed and beginning our vacation on a positive note, we were immediately confronted with an issue regarding our children’s ages. The front desk claimed that I had entered both of my teenagers as being under 12 on Expedia and that we would therefore need to pay additional money.

My children are 15 and 17, and because our Expedia reservation was booked as a bundled package that included airfare, their correct ages had to be entered as part of the flight reservation as well. I repeatedly explained this and even pulled up Expedia’s virtual assistant to show the information associated with my booking. Despite this, I was met with continued resistance and had to ask for a manager. At one point, it genuinely felt as though we were not going to be allowed to check in unless I agreed to pay additional money.

Whether this was a system issue between Expedia and the resort or something else, the way it was handled was unacceptable. After traveling and arriving ready to enjoy a family vacation, the last thing anyone wants is to immediately feel pressured into paying more money for something they did not incorrectly book.

The condition of the beach was another major disappointment. The sargassum was extremely heavy during our stay, which I understand is a natural occurrence and not something the resort can completely control. However, the resulting sewage-like odor throughout portions of the property was overwhelming. It was genuinely difficult to tolerate at times. I stayed at this resort approximately 12 years ago and remembered beautiful water, so seeing murky brown water and dealing with the smell was incredibly disappointing. Other resorts in the area appear to be taking more aggressive measures to manage the effects of the sargassum, and I expected more here.

My biggest concern, however, was the safety of the swimming pool.

During our stay, we witnessed what seemed like four or five people PER DAY being treated for cuts sustained in the pool. It became completely normal to see a lifeguard or medic bandaging someone’s knee, foot, or toe. These were not all minor scratches—some were significant gashes.

One of the children traveling with our group was also injured. His toe was cut so severely that it was essentially sliced open and required medical attention and a stitch.

What was most alarming was that despite the frequency of these injuries, we did not see meaningful precautions being taken to address whatever was causing them. If broken, sharp, or damaged tiles are repeatedly injuring guests, the pool needs to be thoroughly inspected and repaired—even if that means closing it temporarily. Guest safety should take priority over keeping a pool open.

Simply apologizing after people are injured is not enough when the same thing continues happening repeatedly.

Beyond these issues, the overall service was underwhelming and the food was mediocre. Dining options also felt surprisingly limited for anyone who does not eat pork or who prefers vegetarian or vegan meals. For a large all-inclusive resort serving guests from so many different backgrounds and dietary preferences, I expected considerably more variety and alternatives.

Overall, this vacation did not live up to the experience we paid for, especially considering we booked Preferred Club. Between the stressful check-in, the condition and odor of the beach, mediocre food and service, and—most importantly—the repeated safety issues we witnessed at the pool, I cannot recommend Dreams Sapphire.

There are far too many beautiful resorts throughout Cancun and the Riviera Maya competing for your business. Take your money elsewhere.

I stayed here years ago and had a completely different memory of this property, which makes this experience even more disappointing. Unfortunately, after this stay, we will not be returning.

If you want to relax, this is an awesome resort. The entertainment team goes above and beyond to keep everyone entertain. All of the shows were great! The only downside I experience was the sargassum that made it impossible to enjoy the beach. We stay for 6 nights and we couldn't go at all; however, you can take an excursion. Food was great but I felt that more options can be added to the menus. Portofino restaurant is supposed to be their best; however, the portions are small and the service was not that great; on the contrary, I found El Patio a lot better and Jacinto provided an excellent service. Their sweet corn cheesecake is amazing.