Disappointing DREAM

A beautiful resort but, sadly, it has gone way downhill in past few years. Possibly too big and needed more attentive management. Upon arrival, the hotel presents well. Beautiful well maintained central gardens, bright fun cosmopolitan central areas with bustling bars put this resort at the front of the line. Shortly after arrival it quickly became apparent that there was some staff communication issues as nobody seemed to be able to make decisions. Pretty sure they use facial recognition soft [... read more]ware for entry to buffet and ala cartes, a tad distasteful especially in this climate. Staff were pleasant but most tired and grumpy and couldn’t answer any questions. On a gorgeous stretch of beach near the marina and town makes its location desirable. I know it’s beyond their control, but the beach is now a fraction of the size it used to be due to erosion. It’s also rocky, uneven, weedy and has such a powerful surf even on calm days most ppl had a hard time getting past the first wave, especially children. Limited chaise chairs on ocean fuelled towel wars. Buffet during peak season was sad. Unlabelled, uninteresting, bland, limited quantity and variety, confusing traffic flow and no attention to presentation - overall very unappetizing. The buffet counters were Poorly staffed and they moved the food around daily making it frustrating to find simple foods. They regularly ran out of toast and fruit early in breakfast session. Their over use of seed oils left a bad taste in our mouths. Overall, the entire facility was dirty. Our hallways were never cleaned once. Room service took hours to bring food and they didn’t answer to pick up dishes so animals came into buildings at night and ravaged plates. We’d regularly be woken up by crashing fishing and animal sounds in wee hours. We’d wake up to broken dishes and food squished into stairs and corners which were never cleaned during our stay. Our room, although beautifully laid out, had very scratchy sheets, heavy uncomfortable bedding and rock hard pillows - even the special order pillows off room service we’re terrible. Hot water ran out by end of day. Tv and internet were very spotty, slow and unreliable everywhere in resort. Food was hard to obtain outside of “barf-fet” hours. The 24 hr Coffee shop offered limited foods and served Coffee in small plastic mugs with no take out lids and no ceramic for dining in. A 24 hour snack bar is much is needed. Pool beautiful design, heated - but overrun with kids. Dreams? I think not, more like a nightmare!

Excellent Resort

stayed 7 days at Dreams Jade and had a wonderful time. Originally booked a tropical view but were able to upgrade to an oceanfront preferred suite upon check-in (additional cost) which we felt was well worth it as we had a beautiful ocean front room on 3rd level building #9 right on the beach. Able to sit out on balcony and watch the beach and watercraft activity. Preferred room also provided separate living room which gave us more privacy as my husband and i were travelling with our 19 year old [... read more] daughter who liked to sleep in. Preferred status also allowed us to have continental breakfast and lunch wraps etc in exclusive area which we appreciated rather than going to main buffet for breakfast and lunch. Grounds were beautiful and well maintained, pools were pristine, food was very good and service excellent. Unfortunately large amounts of seaweed in water- so really couldn't swim in ocean or walk along beach comfortably. Staff were constantly cleaning seaweed from beach but hard for them to keep up as it kept rolling in. Staff very friendly and couldn't do enough for us. Room very clean and comfortable. Poolside entertainment was great, nightly entertainment was just okay. Room service app didn't work for us and no one answered the room service phone so we weren't able to take advantage of that. Chose not to participate in the Vacation Club presentation as we did not want to be harassed. Weather beautiful, ventured off on free shopping excursion to Playa Del Carmen (great) and took $10 cab ride to Puerto Morelos which we enjoyed. Felt very safe at all times.

Trip

Second time at this resort had a great time. The food was good all the restaurants were good we did have a problem getting face clothes for our room but would call house keeping and they would send them right away

Great resort

The resort was beautiful, clean and staff was very friendly. The room was amazing with a double sink in the bathroom and two full closets. The food was good but hard to get into the restaurants. Some had a 1 1/2 hr wait to get in. The buffet was rarely open at night so all guests had to use the specialty restaurants. In addition at least one restaurant was closed too what slowed everything down even more. The nighttime shows are at 8:30 what made it hard to get to with it being slow to get dinne [... read more]r. The shows were disappointing in comparison with some other resorts.

Excellent resort

Overall a great resort with friendly staff and excellent service. Enjoyed the proximity to the beach. The food was fantastic and always fresh. I would return and would recommend to my friends. Only criticism I have is from other guests slamming room doors at all hours of the night, but hey we’re on vacation so it’s not a huge issue.

Very good resort!

We stayed at this resort last week and had a great time. Definitely more of a family vibe rather than party but that is what we were going for. The staff at the buffet, restaurant and bars remembered our drink orders (whether it be my green tea at breakfast or my daughters shirley temple at lunch) and were always super friendly. Also, the first resort that I have been to that carried our plates from the buffet to the table. Definitely recommend the Italian restaurant for dinner. Our tropical vie [... read more]w from the bathroom was gorgeous too.

Good resort

Grounds were clean, rooms were squeaky clean and very roomy, lots of restaurants and the "hotel activity team" were very good. The Halloween Party was unexpected for us and was our favourite night there. No 24 hr. restaurant.

Great experience

The rooms are super nice and clean. the staff were always very friendly and helpful. The food was very good even if the portion sizes were on the small size. The bartenders could make anything we asked for. The grounds were under renovation but that was not really any problem.

Would never go back!

Our family vacation and we have no support from air vacations or trip Central to change hotel for the same value. We have several pictures of what we have being through. They want us to pay full penalty to leave Now Jade. We have travelled the world and never had such a poor service. We will advise trip advisor and sent a dispute to our credit card for non informative of what was going on at the hotel. The construction is very loud and we can’t have access to the whole resort.  [... read more] Two restaurants are closed. We are at the beach and we still ear the construction. This was an unique family vacation. My mom is 85 yrs old and we are so disappointed . The family counted on us since we have travelled many times to Riviera Maya in 5 stars. We have being to Valentin, Hard rock, Secret, Paradisius etc.. We wanted a compensation or a transfer.

Anniversary Trip

Now jade resort - Check in: arrived 1130am and didn’t get our room till 3:10. The preferred club room was dark and not a VIP atmosphere. 1/10 - Romantic Dinner: not at all what is shown on the web page or advertised. A table beside a pool. 1/10 - Internet: Keep getting disconnected when I’m our own room! Very frustrating. 1/10 - Room: I got the Ocean Front View King room, it’s a nice room and view is great except all the seaweed! 7/10 - Resort: Front Entrance: 7/10 - Restaurant: 7/ [... read more]10 - Pools: 6/10 - Room service (cleaning): They missed cleaning our room twice and when we call them they say we come in an hour, never showed up. 3/10 - smell of seaweed in the morning is awful Some days you smell smoked ashes or seaweed in the morning.

Wouldn't rate a 4.5 star or 4

Hotel extremely clean. Staff alright. Heres the real deal..... Internet is shit. Like pure shit. It only works directly in your room and cuts off the minute you step into the hallway. Main Buffet no air conditioning. We were dripping every meal. It was hard to even eat warm food....the didnt even open any of the glass windows for a breeze even... Also Halls and entryways/main room, Sports TV ROOMS nothing. NO a/c. Only in your room sleeping is any AC. Room service takes one and hal [... read more]f hours for food ordered at any time of the day. They only had hot dog. Hamburgers. Salads and fries. We arrived on Tuesday and the resort was medium to full until fri 2 wedding parties arrived. So from fri til Tuesday the hotel was PACKED. One wedding was for 150 people. I dont mind noise or loudeness but it made service EXTREMELY slow for everything. Pool ran out of towels constantly. If you get sun burned the towels in room are like horrible white sandpaper despite being washed thousands of times. Thank god i brought my own towels. I got a horrible rash from walking wet on an excusion and needed Polysporin and a patch/medical tape. I called front desk for a med kit and they brought me a bandaid. Bring your own stuff medically. And bring med tape in case a bandaid wont cover open wounds/sores. Mexico in general was HOT in Apr/May. Like 35+Celcius and above. Plus wet moist heat. NOT dry heat. The nightclub was BRUTAL. It played horrible 90s hip hop so out of date we went twice and left immediately...its def a family resort. And partying in a city is more than 30 mins away so an hour or more in mexican traffic one way. IF YOU ARE DISABLED MENTION IT WHEN CHECKING IN. I saw so many people limping from the pool and restaurants down the long halls past buildings 3 and 4 exhausted from the heat. Its a 10 min walk to your room each time from building 3 and building 4 or farther is a 15 walk from front desk/amenities and 5 mins from middle pool. Also no elevators. So anything other than 1st floor is stairs galore.

Awesome resort

The grounds were very well kept. Very picturesque. The restaurants were very clean and had lots of different food and choices. The fruits were awesome especially the mangos and sour sap. Also the stations where u order were very good. Like the crepes and seafood pastas etc. Overall I really enjoyed the buffet and the French alacart was amazing

Upgrade to the Preferred Club is worth it.

We stayed at this hotel a couple of years ago but on the "family" side of the resort. This time we upgraded to the adults only side. We had a special restaurant for breakfast where everything was made to order. The lounge was wonderful serving food and top shelf liquor. The rooms were spacious and comfortable. We now feel that upgrading no matter what the resort is worth the added cost to really enjoy a vacation. The only negative was the seaweed on the beach but it is happening to a numbe [... read more]r of islands as well. I checked online and there is a website that tracks the seaweed blooms in the Caribbean. There are people out all day long at this hotel cleaning up the beach. The pools are wonderful, especially the one for the adult only.

Great stay!

Beautiful,lush grounds. Amazing service. Way more seaweed than expected but they work all day to clean it up, therefore beach was not great & only a small part of the resort is good for swimming. Rooms were very comfortable.

Thank you Now Jade!

Our second stay at a Now Resort and was excellent. Previous stay was Now Amber in Puerto Vallarta. Staff, grounds and restaurants all excellent. Only downside was amount of seaweed. Nothing they can do to stop that but there must be a quicker way of cleaning it up every morning.

Great place to vacation

the grounds were very well manicured, beautiful pools and beach views, staff did a great job of keeping the beach free of seaweed and very well manicured food was very enjoyable and was of great quality - portion sizes small in a la carte restaurants but you could order as much of anything as you would want. the buffets had plenty of selection and you would be hard pressed to not be able to find something you like even if you are a very picky eater. staff very friendly and courteous and yo [... read more]u were never pressured to tip although based on the excellent service it was appropriate to do so often the rooms were kept very clean and luxurious with refreshments replaced daily and more often if need be

So clean you can eat off the floor

Every aspect of our experience was a 10/10. We felt very safe during our trip and the staff members were awesome! This was my girlfriend and my first trip out of canada/USA and we will definitely come back, that's a promise. Mucho garcias!!

Now Jade - great ocean views ... great infinity pools

This resort is beautiful with great ocean views. The rooms were large enough and clean. Restaurants and Buffet were above average and room service was prompt and tasty. The resort was on top of the seaweed on a regular basis as needed so the beaches were walkable and swimmable. Being close to Puerto Morelos was great and we walked there regularly in 45 minutes. The entertainment team needs some work and the evening shows were adequate. Good food, good drink, great resort overall. It wa [... read more]s are 2nd time there.

Nice, comfortable resort

We really enjoyed this resort. Everything is centrally located and easy to walk to. The food was excellent. The best food and wine we've had at any resort. Service was always excellent, including pool & beach service. Rooms are spacious and beds are comfortable and resort is kept clean. The only thing lacking is a quiet pool.

Beautiful Resort

The Hotel is 5 star,incredibly clean,all staff incredibly friendly. The food is amazing, the grounds are impeccable! Every thing is 5 star about this resort except this year they were having a terrible time wit seaweed.