Alababa Dusaka
Our stay at this hotel was beyond disappointing—it was an outright disaster. As top-tier Hyatt members (Globalist), we’ve come to expect exceptional service and a high standard of hospitality. This hotel, however, failed on every conceivable level. This was especially sad for us as it was our honeymoon trip for which we looked forward to for a long time.
From the start, the experience was chaotic. Despite having the highest Hyatt status, we had to „beg“ for benefits that are usually automatically provided, like club access and room upgrades. After finally being told we had an “upgrade,” we discovered it was just a standard room with a side twin bed—essentially a room for three people, not an upgrade by any stretch. When we pointed this out, they made us wait for another room and didn’t even bother to offer us lounge access during the wait until we explicitly asked for it.
The check-in process was a joke. Even though we booked a preferred room, no explanation of the hotel’s facilities, no information on the spa, restaurants, or opening hours—nothing. And to top it all off, they didn’t even bother to provide us with an information letter for the benefits of a preferred room until the day we checked out! Yes, we received essential hotel details on a piece of paper put at our rooms entrance on the day we left, shortly before check-out time. Simply hilarious, if it weren’t so insulting.
This hotel’s weird, convoluted system of “Preferred” vs. “All-Inclusive” guests is another slap in the face. “Preferred” guests apparently receive better benefits than “All-Inclusive” ones, including access to all pools, while “All-Inclusive” guests are excluded from certain areas. Seriously? What’s the point of being “all-inclusive” if you’re treated as second-class? On top of that, access to the spa is limited to one hour per stay but only if you’re “Preferred.”
Our dinner experience was the epitome of incompetence. For €38 per person (including one drink), nothing was explained properly. The food itself was gross, completely overpriced, and far from anything you’d expect at a so-called 5-star hotel.
The disorganization continued. We planned to visit the spa, only to be misinformed about the hours. We were told it closed at 9:30, but when we arrived at 8:30, it was already shut. Basic communication seemed to be impossible for this hotel. The next day we tried the Spa again. While the spa facilities itself was pretty good, none of the staff explained anything in the beginning as opposed to other hotels where the welcoming was much friendlier and informative.
And here’s the real kicker: this was supposed to be our honeymoon. We informed the hotel multiple times—via email and phone—and yet there was absolutely no acknowledgment. No gesture, no special treatment, not even a simple congratulatory note. It was as if they couldn’t care less.
The experience was so abysmal that we decided to cut our stay short. For the first time ever, a hotel left such a bad impression that we left after just one night, even though we’d planned to stay for much longer. We moved to another hotel where we were treated with the respect and professionalism this property so sorely lacked.
In all our years of travel and countless Hyatt stays, this was by far the worst experience we’ve ever had. If you value your time, money, and sanity, there are better options out there. It doesn’t deserve to be part of the Hyatt brand, let alone call itself a 5-star property. There are so many improvement areas, i could not even list them all here. When we pointed out our disappointment towards the hotel and the guest experiences team, there was not a single apology nor any solution provided. It felt like problem solving skills and customer focus were lacking or were not important at this property. Feel free to reply, but it does not change our review.
Allie Wickens
We had a lovely time. Staff very friendly, very nice food great for kids and grown ups (pizzas were awesome!) pool was lovely. It was a shame the jacuzzi was closed all week and the sandpit and a few other bits needed love. Location is good but not if you have any mobility issues just because shops are down a hill into town.
Recommend!
Chris Baxter
A beautiful hotel with professional, courteous and attentive staff.
We received a very warm welcome from the start. The hotel is spotlessly clean and even smelled delightful. The gardens and pool areas were maintained to a very high standard.
We would highly recommend the preferred option to take advantage of the better facilities and perks.
The spa is a great addition and reasonably priced for the aqua circuit.
Breakfast in the preferred area was exceptional with a huge choice from the usual cooked items, fresh fruits and continental options. Well worth the upgrade.
Andy R
The Dreams Hotel is in a good location within easy walking distance of the Rubicon Marina and Playa Blanca. Their version of all inclusive is called Unlimited Luxury but for those expecting such opulence may be disappointed - it really is just all inclusive with some premium branded drinks included. You can upgrade to the 'Preferred Club' if it's available. Perhaps more thought should have been given to this name as it could suggest those not in this club are not their preferred guests as it did seem like it now and again. For those that pay for a pool view room you get a room near the back of the hotel overlooking the kids pool with restricted views unless you are a preferred club member in which case you get the main pool and sea view rooms.
Finally, the service in the restaurants is in need of some improvement. On a couple of occasions we waited over an hour for our main courses which was not acceptable. The cutlery placement was a bit hit and miss - sometimes you got the full set and other times forks or spoons etc were missing. Hopefully now the Hyatt group (who own the dreams brand) have tied up with the Bahia group they'll learn a thing or two on how to provide excellent service throughout.
Neil Gleave
Brilliant holiday , from the minute we entered the hotel to be welcomed with cold towels and a glass of wine , through to the day we left . Food was great with plenty of choice . Branded drinks at the bars . Entertainment was excellent. Rooms and hotel was spotless clean .Staff were attentive without being obtrusive. Hotel location is between the town and the marina, so plenty within walking distance. My wife needed a mobility scooter which was hired through the hotel at a very reasonable rate. I'd recommend the hotel to anyone .
4.4
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