Dreams Rose Hall Resort & Spa

I enjoyed the daily shows, every one of them, and the hotel had a lovely atmosphere. Staff welcomed me warmly from the day I arrived, and they carried my luggage carefully to my room. The food was generally delicious, though the jerk chicken station was disappointing on my last day. The flavors just weren't there, and I think that station needs some improvement. The rooms were mostly clean, but the bed frames were very dusty. Even with room service, the cleaners seemed to miss them, so I slept on the other side of the bed for the rest of my stay. I really enjoyed the hotel overall.

The coffee shop was the best part of our stay, easily the nicest area of the hotel and consistently pleasant. Our rooms were clean, but housekeeping was unreliable and some days they weren't cleaned until late. The rest of the resort felt dated and in need of upkeep. Check-in took far too long and had needless complications, which set a frustrating tone. Some staff were friendly, but many had poor attitudes, so service felt inconsistent. The buffet was often cold, only warm on some days. For an all-inclusive, we were surprised by the extra charges for cabanas, a simple glass of wine at dinner, and upgraded dishes like steak, lobster, or lamb at the Rum Factory. The beach was disappointing too, with very little sand, very shallow water, and a man-made feel, nothing like the classic white sand beaches we expected in Jamaica. Overall, our experience at Dreams Rose Hall was mediocre and not worth the price for what's advertised as a 5-star Hyatt property. It fell far short of Hyatt standards, and I wouldn't recommend it. There are better options in Jamaica for the same or less money.

The resort was badly damaged during Hurricane Melisa, and it was upsetting to see what happened to such a beautiful place. Still, all the staff stayed positive and clearly cared about looking after guests. The hotel staff and management couldn't have done more for us in a terrible situation. They kept us informed, supported us, and adapted quickly and efficiently as things changed. I'm sure the hotel will rebuild in time, and we'll definitely return to support it and enjoy this wonderful place again.

The grounds are well kept, the buffet was amazing, and some of the restaurants we tried were excellent. The rooms could use a refresh, though they feel a bit outdated. The resort itself is beautiful and has potential, but the service from certain female staff left such a bad impression that I can't recommend it. I've traveled around the Caribbean many times, and Dreams Rose Hall in Montego Bay was my worst customer service experience. In several interactions, I felt some female staff were extremely rude. At the Rum Factory, the manager Tanya and hostess Diamond watched us approach, looked us up and down, whispered and laughed, then treated us rudely while we were just looking at the menu. It felt uncomfortable and unwelcoming. During the trip, there were also several moments when I felt there was a level of racism from some female staff. More than once, we waited for drinks while staff served people around us without acknowledging us. We'd tipped and paid a lot to be there, but should never have been made to feel like a burden. Eventually we raised it with the F&B manager, Jean. He listened, validated our concerns, and went above and beyond to try to salvage the rest of our stay. Many of the male staff were consistently polite and welcoming, and the whole team at the Seaside Grill was fantastic. Their kindness really stood out against the poor treatment from some others.