Review of Dreams Tulum Resort & Spa 4*

We booked a family holiday at the above resort from 11th July until 25th July. Having booked a junior garden suite, we were told that this room wasn't available and therefore we had been allocated a larger suite at no extra charge, this was not acceptable as the allocated room had a king size bed and a sofa instead of 2 double beds, and therefore not ideal for a family of 4. The following morning we asked that we actually be given the suite we had originally booked, as not only was the new suite cramped with the extra bed but also the ceiling in the bathroom leaked whenever the bathroom above was used. On July 14th I was woken up by my husband at about 6.15am, saying that we had been robbed. On checking he found the patio doors open. He immediately called reception to ask them to send someone down to our room, but had to call again before anyone arrived. From the minute the head of security arrived we were treated like the guilty party. We were asked how much we had been drinking the night before, why we had not been aware of someone being in our room, had we allowed another guest access to our room etc. The staff then started searching our personal belongings and asked me to empty the drawers that I had put clothes in — we offered to step out of the room so that they could search our belongings themselves. It transpired that the room we had been given had a faulty lock on the patio doors, the doors could be opened from outside whilst locked – I cannot understand how a hotel can put a family let alone anyone in a ground floor room with a faulty lock Meanwhile my youngest son was sitting in reception in tears — we as a family had never experienced such an event! We were then escorted to the police station. We were away from the hotel for about 2 hours and whilst your staff knew our children were in the hotel and upset they were never checked on in all the time we were away. The next day my husband asked to speak to the General Manager, but he did not make himself available. Apart from Management needing to be trained in customer service we found all the other staff to be very friendly and helpful. Generally Dreams Tulum is a lovely hotel but in need of some work as it is looking tired. The lack of umbrellas around both pools and the beach was also a problem. For obvious reasons I would not recommend this hotel as the incident we experienced could have not only been very dangerous to ourselves but it could have ruined our holiday had we let this unfortunate experience get to us.