Ocean Dream Cancun by GuruHotel - 77500 Cancún

Nice location, close enough to epicenter but far enough to not be bothered with the noise all night. Easy walking distance to restaurants and clubs. Hotel was clean and the beach also. Staff was helpful. Was able to get covid test in room via an outside company posted in the lobby fir our return trip to the US with results given within 15 mins. Hotel had full bar and food service at both the pool and beach.

THEE WORST!! I don't like trashing places, but this place was a nightmare. Their employee messed up our reservation, so when we arrived our room was booked. Since the type of room we reserved wasn't available anymore, we were charged for a different room because of THEIR employees mistake. Awful customer service. The supervisor, Diego Ortiz even admitted it was their mistake. I can understand if it was a user error, but they literally booked our PAID and RESERVED room, but decided to charge us for another room because of their mistake. Also, the mini fridge had a roach in it. Save yourself some time and book somewhere else. The view isn't worth the headache of their atrocious customer service.

Even after I got everything straightened out via email in advance they still had issues allowing us in at the gate after we advised of adjusted reservation dates/name and received confirmation through email weeks prior. Dirty towels received multiple times. The food was not good at the restaurants in the hotel although the wait staff was nice and it’s convenient. Jacuzzi not working even after changing rooms. -had to follow up multiple times for assistance/updates -Inconvenience to having them come do repairs during the trip unable to be on balcony limited to being near or in room to ensure it’s done so we could enjoy -ended up with luke warm water and minimal jet power First room no tissue holder and next to a loud generator. Saw roaches/bugs in both rooms and reported to front desk. Hotel was unwilling to compensate for the lack of promised amenity/inconvenience. -front desk staff was rude/dismissive about this when we inquired about this and other things. A lot of repairs/maintenance being done or needed but not enough caution signage. As we were leaving they almost tripped me with the water hose as I was going down the stairs cause they started pulling it without checking to make sure no one was there. Not to mention we were charged for 8 days when we adjusted to 5 days due to personal reasons and we couldn’t change cause we booked online….so to pay more for what we really needed and still experience all of this is very disappointing.

TERRIBLE customer service. We arrived and people at the front desk were very rude especially the supervisor Diego Ortiz at reception. I made a reservation directly with the hotel and not any agency or website. My room was not available as it was an issue that one of their staff members made when I called 3 months earlier to change the date. Because of their error, my room that was partially paid and reserved was booked. I was charged for another room even though the error was on the hotel, and not of my own. I showed the manager at reception the price and screen capture of my reservation. He was very rude and refused to honor it even after admitting it was one of his employees mistakes. In customer service, ESPECIALLY if it’s an error on the hotel, they should honor the rate that the reservation was made at instead of charging your guests more money for your employees mistake. I want to know where I can file a complaint to get my price difference reimbursed.

The hotel staff were all extremely nice and respectful. They went above and beyond to fulfill all of our needs throughout the week we were on vacation. The view is amazing, even on the lake side. The food at the hotel was great. The rooms are clean. The tour guides located in the hotel are great. Most of all, we felt safe in the hotel.

Incredible customer service and location. Outside lobby and beach was perfect. They really need to work in improving the cleaning in the rooms, walls, floors, bathrooms, just regular maintenance. The Elevator and stairs are so freaky and makes the place super low end. We had so much fun do to the location and customer service

Don't forget to use HotelBolly.ᴄᴏᴍ when booking a place. They compare countless booking websites and normally will have prices much cheaper compared to others! Thank me later! This hotel is one of the best in the area. I have been coming here for a long time. If you stay for a few nights you won't be let down. The hotel staff were all extremely nice and respectful. They went above and beyond to fulfill all of our needs throughout the week we were on vacation. The view is amazing, even on the lake side. The food at the hotel was great. The rooms are clean. The tour guides located in the hotel are great. Most of all, we felt safe in the hotel.

Wish there was 0 stars! First of all the continental breakfast includes “ONE” bread, coffee and fruits & it’s not unlimited! Don’t waste your money on it. The staff is rude and the hospitality sucks literally! The rooms are not at all maintained, the furniture is not fixed properly, the washroom faucets don’t have good power, the washrooms aren’t maintained, it takes 2 minutes to flush. The washroom doesn’t have conditioner, shampoo, lotion sachets or bottles. I asked them to provide conditioner and they say they don’t keep any. There were two dispensers in the shower not labelled which contains what. I literally had to pump the soap or the shampoo out to check which is which and still couldn’t figure out. They didn’t lather at all. CHEAPEST QUALITY. The room service didn’t get me the towels. I had to call four times for them to come and give me the towels. The lights don’t work properly, the switches are weird. Rooms aren’t clean. Towels aren’t clean. I can go on and on. And you know the funniest part? They expect a tip from us for the poor service. No way I was gonna give any tips. DON’T BOOK THIS HOTEL. HORRIBLE EXPERIENCE.