Me and my wife, we arrived on May 24th at 2.30pm to Dreams Palm and we were offered right away an upgrade to preferred room. We wanted to see a difference so we went to see both of the rooms. When we entered the first preferred club room we noticed that the room smelled like mildew, mold and people's sweat. We smelled pillows and sheets and they were disgusting, with yellow spots all over them. Then, the usher boy showed us a regular room the one that we originally booked. Smell was the same. My wife has severe allergies and she instantly started sneezing and coughing. At that point I knew it was not a joke.
We went downstairs and asked for a room change, again someone from the front desk took us for another tour around the preferred club rooms. We entered 5 of them. They kept asking; "Maybe this one, maybe that one?" and every single one was disgusting. Every single smelled like cat pee, mildew and sweat. My wife couldn't stop sneezing.
We came back to front desk and we were directed to apple vacation representative. We begged her for 1.5 hour to find us a room in other resort. She did, unfortunately upgrades like that were over $3,500, above what we already paid for getting to Dreams.
My wife started crying because the only reason we planned this vacation was to celebrate her 30 birthday that she turns on May 25th.
She was desperate about her allergic reaction and we decided to not make it any worse than it was and we booked ticket back home for the next day (May 25th). We would like to get a refund for this trip since we couldn't enjoy it due to its disgusting and not hygienic conditions. We wasted days off at work and my wife's 30th birthday was ruined, we spent it in an Airplane flying back home.
I went online to check if it was only me and my wife who found these rooms nasty and we found at least 30 other reviews complaining about the same issues. How is it possible that this resort has 5 star reviews? The conditions are barely reaching the 2 star review and i would give that only for the beach because it was nice. I don't know where else I will complain and if i have to write thousand reviews to open people's eyes i will because this is disgrace.
Its 4 months later and Apple Vacation together with Dreams Palm keep ignoring us. We didn't get a refund and we were contacted by very disrespectful guy Hilario that keeps twisting our words and doesn't want to provide any information.