Dreams Natura Riviera Cancun

Our family just returned from a week at Dreams Natura, and we had a fantastic vacation. The resort is beautiful, there is so much for families to do, and our kids had an absolute blast. But what really made this trip special wasn't the property—it was the people who work there.

 I especially want to recognize the Entertainment Team. Angel and Rebecca, who I believe are managers, along with Drisdey, Tania, Miguel, Kevin, Didi and the rest of the team were AMAZING. They brought so much energy and fun to our vacation. They weren't just running activities—they were engaging with families, remembering people, joking with the kids and creating the atmosphere that made us want to participate and stick around. They are a huge part of what made Dreams Natura memorable for us.

 The same was true throughout the resort. Sari deserves special recognition. Day after day at the pool, she seemed to make burger after burger after burger for the kids, always with a huge smile. It sounds like a small thing, but those interactions become part of a family's vacation. Our kids loved it. We unfortunately didn't get the names of all of the bartenders at the pool, but they were fantastic with our boys. There was no alcohol involved for the kids, of course—but plenty of "Superman" and "Spiderman" drinks! They made ordering a drink an event for them and made them feel special every time.

 At the restaurants, Luis and Roberto were standouts among many wonderful servers. And Veronica deserves her own mention for somehow making what our family decided were the world's greatest tacos at an absolutely crazy speed! We still don't know how she does it.

 There were also many other people—from the restaurants and bars to concierge, housekeeping and the people working quietly behind the scenes—whose names we unfortunately didn't get. We wish we had, because the kindness and service we experienced throughout the resort were exceptional.

 I do want to mention the beach because I know it is appearing in reviews. Yes, the sargassum was significant during our stay, and it's a shame because the Caribbean water would otherwise be beautiful. We heard people saying they wouldn't return because of it.

 I understand the disappointment, but I don't think it's fair to blame the resort or its employees for an environmental problem affecting this part of the Caribbean. Ocean conditions and unusually heavy sargassum are obviously outside the control of the people working at Dreams Natura. What is within their control is how they treat their guests—and in our experience, they were extraordinary.

 So to Dreams Natura management: I sincerely hope the employees named in this review receive recognition for the work they do. Angel, Rebecca, Drisdey, Tania, Miguel, Kevin, Didi, Sari, Luis, Roberto and Veronica each contributed to our family's experience, along with many others whose names we wish we had gotten.

 A beautiful resort can get someone to book a vacation. The people are what make you remember it.

 Thank you to everyone at Dreams Natura who made our family's week so special.

I visited this resort with my husband and 2 children, who are 3 and 7 years old. The hotel itself is beautiful, the amenities are fantastic, and the entertainment was great. Even the food quality was good.

The only negative thing I can say, and it's a big negative, was that their handling of food allergies was absolutely horrendous, and nothing shy of negligent.

My son is allergic to milk and eggs. We spent the previous week at another Dreams Resort, and they were fantastic with his allergies. Throughout the week, there was not a single mistake made. At this resort, he was repeatedly served food he was allergic to, and denied foods that were safe for him. On the 5th day of our stay, I spoke to with the head of food and beverages, alberto, and told him I was afraid because staff was repeatedly making mistakes and serving him allergenic food. Alberto told me that he was going to ensure staff was aware of his allergies and they'd do better. That night, I asked for a manager at dinner to take our order. The manager refused to come. The waiter said he'd take the order instead. I ordered my son steak and vegetables, because that.should be easy to make allergy safe. I didn't realize that the chef put mashed potatoes under the vegetables. My son ate half the plate of steak before I realized. I asked again for the manager because it was critical that I know if the potatoes were made with milk, immediately. The manager again sent the waiter. The waiter told me there was milk in the potatoes. At this point, I said, "I need the manager, and I may need medical service immediately." The manager came and denied there was milk in the potatoes, yet refused to give us back the plate because she knew there was milk in the potatoes. At this time, I started to see my son display signs of a reaction. The night manager, Reyes came to the table. He was the only person who seemed to grasp the severity of the issue. Reyes alerted the staff the following morning to the issues. I was assured by many people, including the director and executive chef, that the allergies would be handled correctly going forward.

At lunch time that day, I asked for plain pasta with tomato sauce for my son. A manager at world Cafe told me that he couldn't have the pasta, because it contained egg. I asked him to double check the ingredient. He came back and said he double checked, it contained egg. I asked him to bring me out the package he claimed to have just double checked. There was NO EGG in it! He lied about checking the ingredients.

That night, Reyes and Fernando ensured we had a beautiful dinner, and everything was safe for my son. I am genuinely appreciative of that. But, food allergies need to be handled seriously at all meals, and from check in on. Ensuring one safe meal just isn't enough.

The next day, I found out that several foods I thought would be safe for my son but was denied all week long, were safe. Thus included sorbet, hash browns and marshmallows.

That night, we went for our final dinner. We went to Himitsu for teppenyaki. It was our second time going that week. The first time, the chef was excellent. He made my sons food first, and safely. We thought we'd have the same experience. This chef was made aware of my sons allergies, and asked that they cook the food in the back. That was fine. I was appaled that part way through the show, the chef picked up.an egg yolk and pretended to throw it at my son. Then, he threw a fake plastic egg at the woman sitting next to him. My son didn't know it was fake though. He cowered behind me, and fhe chef then went to throw it at him.

I was LIVID. How dare someone repeatedly taunt a child with a food allergy!?! Maybe, had he not feared for his life, it would have been a funny joke, but to him, it was terrifying. He ended up not eating that night because he was so upset.

I've reached out to the resort over this matter and hoped to reach a resolution before posting this review. Instead, I was assured that they take food allergies very seriously, and that from the moment the staff was made aware of his allergies, they worked hard to accommodate him. They were made aware before check in, at check in, and at ech meal after. They were made aware the morning before my son was exposed to his allergens again. I advocated for my son in every way possible, and still, there were issues.

So, if you have food allergies, please know, this is not the resort for you. Their safety protocols are nonexistent. There's no consistency. The staff is sorely lacking in training. I hope these things change, because the next family may not be so lucky.

Our travel agen knocked it out of the park for us! This was our first trip to Mexico and our first experience to an "all inclusive" resort. We took our 15yo daughter and her best friend. Our room and view were amazing! The resort was very well managed and tidy. Their staff were very courteous and entertaining. We felt very safe at this resort. Lots of other families and kids there. We really couldn't find any flaws to complain about at all! The restaurants on site are all amazing. The pools were fantastic, especially the swim-up bar. They had plenty of kids pools, water slides, zipline, lazy river and snack bars. We 100% would recommend this to couples, groups or families. And we would 100% visit again in the future!