Dreams Natura Resort & Spa - All Inclusive

“Allergy nightmare”

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.

“Great family experience”

Drisdey did an awesome job getting people to participate and made our kids feel comfortable during events. The tequila tasting was great with Jorge and I was able to learn a lot. Everything about this place was great and the service was outstanding. The crew did a great job of getting people involved but were not too pushy.

“For couples, couples with kids, and singles too!”

Beautiful family friendly resort! I stayed here for two weeks with a friend and loved every moment. Waking up in the morning and heading to Cocoa café for a cold brew coffee and then to the buffet for a freshly made to order omelet was the best way to start the day. Then, we would typically sit out at the beach chairs and enjoy the ocean breeze. At noon we did aqua aerobics and at 4pm we did aqua Zumba both at the infinity pool. Fun for all ages. The entertainment team was top notch! Kevin brought the party and magic, Tania brought her Beautiful and kind smile, Miguel brought his fun and bubbly personality, Didier brought the energy. DJ Ivan and Luis kept the speakers running and the music fun. Managers Angel and Rebecca were so welcoming, you felt right at home! The shows at night were the best I've seen at any resort I've been to, very impressive. The food was good. My favorite restaurant were the hibachi and Asian which were located in the same restaurant (Himistu), so make sure you try both of them! Mr. Jorge was a fantastic server, he remembered our drinks after the first visit and made sure the bring more before you even asked. Portofino was a cute Italian restaurant, Alfredo was a welcoming and funny server, ask for him if you can! Bordeaux had great food, I recommend the French onion soup and short rib. El Patio, you can't go wrong with anything on the menu. The rooms were very nice! Irma kept my room nice and clean and was so helpful. I just had a junior suite but it had more than enough space and amenities for me. Overall, I really enjoyed my stay here ❤️

“Family Fun but Expensive Preferred Club All Inclusive Costs”

Family friendly with lots of activities. All inclusive costs are always expensive. Preferred Club All Inclusive costs are even more expensive and not worth the money in my personal opinion. The only reason we wanted it was to have connected rooms for our family of 5, including 3 children. We didnt want to risk being separated so we paid $2500 for the upgrade to preferred club to have connected rooms. We didn't receive $2500 in benefits but we did have our rooms connected.