With the app I was able to find and look up any information on the resort, activities, restaurants, etc. It also has easy a easy to use interface with a well made map of the resort. The app allows you to order a range of food to amenities, you can even order more bed sheets, a full room cleaning, and much more.T he app is a very well made and easy to use with many features and any information you desire. When we ordered any amenities on the app they were always delivered quickly and efficiently. The app has pretty much everything you could need
The app is helpful but not as informative as it could be. The night it rained changes were made but the information in the app was not properly updated. Another chain has access to concierge 24/7 via the app. It is so convenient not having to call or leave the pool or your activity to ask a question or make a request. If this app has that feature, I cannot find it. There should also be better descriptions of events and a daily schedule that includes everything for quick and easy access. I packed for Roman nights but if it was available this week, I could not tell when and where. If it was cancelled, the app should have stated that as well. Breakfast ordering. I could not figure out how to order 1 omelette with cheese, mushrooms, and spinach. Instead I received 3 omelettes. This should be easier to order the ingredients I want in one omelette. There are great desserts here but the app did not have selections for desserts with my dinner or drink options. I loved the comment section which allowed me to clarify my orders and add options that were not provided.
The hotel badly needs an update. All the furniture is old and the furniture in the buffet is stained. They don’t let you bring buffet food to your chaise and if you don’t want burgers or chicken wings for lunch at the outside grill you have to eat inside. There was construction noise the whole time next to hotel that it made eating inside unpleasant. There are few amenities in the room. No Q tips or cotton balls , hair conditioner. When we arrived there were no bath robes, no wash cloths and no bath mat in the room. Service around the pool is basically non existent even though we paid for a cabana. There is a wait for dinner unless you make a reservation at the hibachi table. The kids area is not open until noon!!! Kids get up early!! The entertainment does not start until 8:30 and there is no entertainment in the huge lobby bar at all. The wait to speak with a concierge took over an hour. I don’t know who rated this place but at most it’s a three star.
If you are going to rely 100% on a digital phone app to do everything at the hotel the the phone app must be easy fast and frictionless. It is anything but that. It is slow, not intuitive glitchy and when 100% of your guests during check in (even the young ones) need to hand their phone to the person checking them in so the phone app can be set up properly, you know right there the phone app is problematic. It is a shame because then all the staff of the hotel need to work extra hard to make up for guests that start their experience with a very poor check in process. One last point, transportation in Cancun is an industry so when you come expect 5-7 “handler” events on your way to the hotel. It is all set up for each person that greets you to be tipped. All for tipping but 5-7 interactions to get you from point a to point b? Definitely folks piling on to the transportation step in order to get a piece of the action and in the process totally elongating and complicating a very simple step.
The app itself is fairly friendly and easy to use. However a 4 star rating is due to the inability to rate a specific location. I would enjoy being able to read about past visitors stays so I can potentially avoid any complications. i.e. Dreams Resort in Cancun has arguably the most friendly and helpful daytime staff who genuinely enjoy their jobs. I could not be more impressed. While on the other hand, their late night staff is non existent.. impossible to get a hold of anyone from the room by phone, lobby staff unhappy to help address any issues while not realizing the guest can speak/understand Spanish as they bad mouth them in front of them. I have many choice words but between my love of the daytime vs disappointment of the nighttime, I am unable to express these opinions through this app
The rooms are not as nice as the website pictures. Our 1st room was smelly, flooded & had no decorations at all! No pictures on the wall, no decorative pillows, nothing! Plus, we reserved 2 double beds, (girls trip) and they only had 1 king bed available. We’ve spent the first 3 days getting or waiting to get things fixed. From both lamps, they had to change the refrigerator 3 times & it took 3 days to get our room phone working, so every problem we had, we had to walk down to the front desk to tell them what was broke. The staff is really nice, but the place needs some attention to detail, PRIOR to guests checking in. May I suggest a quality control employee that checks to make sure everything is in working order, so I won’t need to be a contractor! I will probably never return, unless something drastically changes here! This is my 5th time in Mexico, and Secrets Aura is in last place.
My husband and I had decided to celebrate our 1 year anniversary at this resort. When we arrived, my husband and I had to wait 1 hour for our room. After a hour my husband was given our room key and was told where to go. No one was going to take our bags to our room. When I went to talk to the front desk staff I was told they were busy at the time, and apologized. When we got to our room, our room was not set up. It was our 1 year anniversary my husband had requested a sign as a happy anniversary, a bottle of champagne, and some chocolate covered strawberry none of that was delivered we asked for that for two days in a row. Day number 2 I had to call several times to get our room clean. Day 3 our room was cleaned around 4pm. To be clear when I say clean meaning fresh towels, and for the bed to be made. The front desk staff was rude and dismissive. This trip/ vacation was not cheap, and for us to experience this was upsetting.
While the hotel itself is very accommodating I feel this app needs some serious updates. Also someone needs to be managing it much better. We used it once to get robes and they came quickly but another time to get spoons and room service but it never came through on the hotel end. We had to eventually call in the room service to see where our food was and they said it was not showing. The other people in our party were able to order room service to theirs and it worked. The app also shows day beds for rent that we tried to get but when it wasn’t confirmed we asked about it and those are no longer available as they were wiped out in a hurricane a while ago. The app also shows the sushi bar having actual sushi but that’s not the case it’s just a bar with the name sushi bar. All in all it’s very inconsistent but has potential to be a great asset to the hotel if managed right.
Very very good!!!! Very pleasant people all around ! Food not as good as 2 year ago in breakfast. Windows . Should clean the windows on our balcony , outside bathrooms always seem to have one or two not flushed so dirty . But bathrooms are very clean. Can’t say enough about great people! Wish there were more tours by Amstar . Country side besides the one they have. Maybe too dangerous. We feel safe on your tours . We like sellers on beach , hair breading . Beach!!! Love you have sun club only cabanas and don’t her people save spots . Very clean , I see people picking up little pieces of trash , very particular. I see people cleaning pool .very appreciative. Christopher Concierge wonderful . Dulce amazing!!!!!! My sisters wedding planner 2 years . Still amazingly sweet !!!! We love her!
The French restaurant is nothing short of perfection from the food to the staff. In fact all the restaurants are really good. I have to say that the spoon is not so good, I see that they are trying, but our food was always cold - not warm COLD. When I said something they were very accommodating!!! The host at the spoon was very personable and for such a young girl it was a pleasure to see. The spa is unbelievable so good to every moment from start to finish. We are here on our anniversary and it’s WONDERFUL!
Everyone is doing an excellent job!!! Thank you in advance for an amazing job during our eight year wedding anniversary week!!! We were here in 2018 for our honeymoon and came back because the onyx is the best in Punta Cana!!! we will recommend it to all our friends and family because of the kindness and excellent service. Everyone has given us.
Easy to access I am a party of 10 with unfortunately 3 couples in building 20 where the line of guests getting their Covid testing is right outside their rooms. There is too much noise. They should not be lined up outside any one’s room. I appreciate your quick action to this matter. I brought these people as my guests and they are NOT HAPPY
The staff at the Cancun Zoetry were phenomenal. Our first time staying at one of these resorts and enjoyed the laid back atmosphere. Definitely our vibe. We enjoyed their effortless smiles and hospitality. I know some in our group put the staff through the ringer, and they performed and satisfied any concerns. We really enjoyed all this resort offered and wish we took advantage of the daily Spa treatments. Don’t miss it! Not related to Zoetry, Amstar, the common that books things for you, did miss the boat on a few things. Not certain if it was language barrier or not, but I’d just caution what is said and your expectations. The people at the resort
I just found the notifications for the events last night, signed up for all of them. You should expand the app to allow food orders at the table, and drink orders from the pool deck I think you should also a link to trip advisor so you can send reviews while having dinner Love this place Douglas
Food is not as good as we have had here before. Our concierge/butler has never even introduced his self in 2 days. Disappointed from what we are used to at this property especially for the money we have paid. Hopefully it gets better.
The app would be great, but is not updated showing correct information. Have found many discrepancies throughout. Showing restaurants being open when they are closed. Menus missing from restaurant tabs, incorrect menu items, menu items not matching actual restaurant menu, etc. Had difficulty for days trying to book Hibachi reservation. Would be great if it were accurate and working properly.
This is my 4th time to resort and didn’t disappointment . Beautiful grounds ! Super friendly staff. Our iron broke and the phone didn’t work . We put in requests through the app and people were there within 15 minutes ! Very impressing . I will be back ! I just love it here !!!
So far it’s only been 4 hrs. But I love it n we love it.. everyone n everything is very gracious and courteous. I have been to Cancun a few times and I think this is the best so far from the minute I got off the shuttle to the check in..
Perhaps just getting the bugs worked out of the changes in in Dreams Jade Cancun but our biggest issue is food service. We think the buffet should be open for an evening meal rather than forcing everyone into scheduling dinner at one of the many restaurants. The app needs some TLC too.
Very disappointed!! A/C is really bad! Hotel Lobby floor is constantly too warm, unpleasant to dine and sit around in these conditions. A/C in our room never cools enough as programmed by thermostat. Only customer service at the Italian Restaurant is great, otherwise waiting time for a table in all other restaurants is ridiculous and it takes 45 min to one hour to receive the food.
I am just enjoying my stay here at this resort is one of the most beautiful, magnificent resort and the people are beautiful and the atmosphere is breathtaking. Thank you so much for a job. Well done team must come again.
This app was fairly handy during my trip to Dreams - Natura, especially in regards to room service, map of the resort, hours of operations; while some information is vague and there could be improvements, overall a MUST have to complete your AMR experience/stay.
The app is nice to have. I have found it’s not updated very well. One show started 30 minutes earlier than it shows on the app. And one restaurant it not even listed. The restaurant times and dates open are not accurate.
The staff were very obliging. They took care of all my needs. Did not like check in and did not like the people who tried to sell us the package deal .
The hotel is lovely though a bit dated with chipped tile floors and dented elevator doors but overall very nice. The food is overall sub par. I would rate it as a 5 out of 10. The buffets are better than the restaurants. Could really use a refiguration. The food would stop me from coming again even though I love the resort.
The staff needs training. Instead of focusing on my room number, they should have been focusing on service. There was one serving utensil for sandwiches and desserts. I asked for a second serving utensil and I was told that one is for both. I felt sorry for the vegans and fish allergy members. No silverware for the fruit. Only champagne and wine to drink. Plenty of champagne glasses. Improvement is needed.
This vacation has been Absolutely Amazing. Everything exceeded our expectations. The hospitality and Ambiance was exactly what we were hoping for. We will definitely be back.
It was a perfect tool for our stay! Maps, restaurant info, activities…all at your fingertips! Need we say more? It’s by far the best resort app I’ve used so far.
The app is very helpful to help navigate the resort. Would suggest enhancements to insure high preferred services that are at no cost appear that way. Also, the restaurant menus open a new screen and do not allow for easy navigation. Thanks
Wonderful rooms, attentive service, great pools, lots of dining choices, plus the Dreams resort next door adds even more dining, water activities, and entertainment. We’ll definitely return
Great app. You can look over menus, shows & amenities before arrival. In-house it is very efficient with ordering room service, tray pick up, maintenance and housekeeping.
App won't work. It doesn't allow us to place a room service order. We were told to use the iPad. We didn't have an iPad in our room but some others did. We asked for one and they said they are getting rid of them and to use the app instead. Around and around in circles we go. Resort is great and staff super friendly. But the app is absolute trash.
Ordering room service from the app is a plus, but a little clunky. There were a lot of things not up to date on the app like daily activities and shows, that were found while at the resort.
The app looks great with a lot of information BUT the only thing the app was good for was to schedule your COVID test. The Restuarant menus were not up to date, it had items on all the menus you could not order from. The live request for room service etc did not work.
App is smooth so far. Upon testing, I noticed only one restaurant forces the menu to link outside your app into a web browser. Can you fix this? It’s a usability/accessibility issue holding the app from a higher rating. Thanks!
We arrived yesterday after a very long day of traveling it took us forever to get our room. The room is very run down and is need of a lot of repairs. No at por of options in food and so far what we have eaten has not been good. Service has been slow. We know we need to tip, but if you aren’t getting service you can’t tip. No basic amenities are set up with the room like sugar for your coffee. Unable to order simple things like cream or sugar with coffee. With the amount of money we are spending this hotel is not worth it.
I was very dissatisfied with the service. I feel promotional offer was mis leading. It indicates 25 mins massage, 25 mins facial and 25 mins feet massage.. The spa service for the entire time for massage was 60 mins…
This app is not useful at all! Was not able to sign in because the app check out date isn’t set up correctly… and couldn’t manually change to the format they requested. This makes it very difficult to order room service or do anything in the app.. absolutely useless…
At least for the location we stayed, app was bad- could not do half the things it said (order room service, request items), had incorrect resort info (restaurant open times, activities). Ok as a map/menu finder only.
One on the worst steaks I have had. Tough and overcooked. New steak done right but tough. Not like the Breathless we went to a few years ago. Service is still great.
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