A group of 4 couples planned a trip 7 months ago to the Dominican Republic at another resort, 1 couple showed up and were upgraded at that resort...3 couples showed up the next day and were 'booted out' of the resort and sent to the Gran Bahia Principe. This is obviously out of the control of the Gran Bahia, however, our vacation started terribly. We all arrived after traveling for 12 hours to the Gran Bahia where we were told our rooms were in the "kiddie section". We had all just left our children at home, most of us for the first time, and we were not prepared to watch other children playing all week. After 3 hours of negotiating, we got rooms in the Premier section. We decided to enjoy ourselves although our group was split up and we were staying in a completely foreign resort. We went and put on our suits, got in the pool and tried to order a drink. By the time all the check in mess was said and done the pool was closed, the bar was closed and we were dripping wet with our pool cards to dry off with (towel hut was also closed). When trying to talk to the front desk, no matter what the question was, you were ALWAYS met with a blank look, followed up with NO desire to try to determine what you wanted or how to accommodate you. We also tried to make dinner reservations the next morning and were told the earliest they had at any reservations available at any restaurants was 9:45. I'm not the first person to complain about this, so my question is, why does the resort continue to hear this complaint from so many customers that are truly disappointed with the way they handle their meals and still not to update the process...it's obviously not working. We also laughed as many others did that when we did go to/walk by the restaurants they were always 1/4 full. We ended up getting into 2 restaurants by wait listing and they were TERRIBLE...seriously, in-eatible. The buffet was really our only choice most of the time and it was just barely OK. But, don't we all expect that when visiting an all inclusive? Our safe did not work for 2 days so when my husband called the front desk they said, 'you didn't pay for it'. We both kind of laughed(again as we had learned to do with all issues here) and he went down to sign for it. She said, 'how would you like to pay?' He said, 'just put it on my room'.... all she said was, 'No'. And that is really how most of the conversations went with the front desk or guest services here...and then they just stare at you...like you're the crazy one asking for a monkey to play the guitar or something! So, when he went up to the room, the safe didn't work. He called the front desk and they were to send someone up. He waited in the room for 1.5 hours and they never showed up. We were all at the pool while he was waiting in the room. Then the next day he waited again and finally someone showed up. Guess who got charged for all of the days when the safe didn't even work. yep...it just got to the point where we just let so many things go because it wasn't worth it to get so frustrated and exhausted when no one was there to help. The island was gorgeous, the weather was spectacular...but the resort and the staff obviously had nothing to do with that. We will not return to this resort and maybe not even return to this country due to this unfortunate stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We would like to extend our most sincere apologies for any inconveniences or difficulties you may have experienced during your stay.
Regarding your comments about our customer service, we must say that we constantly monitor our employees through our Human Resources and Quality Department. We strongly believe that our guest’s satisfaction depends of their daily performance. We are sorry for not being able to fulfill your expectations.
We really hope to consider coming back to this Caribbean paradise in the Dominican Republic and enjoy all our facilities and services.
Social Media Coordinator
Grand Bahía Príncipe Bávaro Resort
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.