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“Amazing.”

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Grand Bahia Principe Tulum
Ranked #10 of 22 Hotels in Akumal
Certificate of Excellence
Reviewed July 22, 2013

Gran Bahia is an amazing place, we stayed in tulum. Staff are very polite, helpful, and help you get your way around. Food was good and warm, a la carte meals were very nice, my favourite was makado, the japenese restaurant. Pool was fun, having pool party's, kept the young ones occupied, pool should be kept a little cleaner but. The only down thing about it is there's nothing really for teenagers to do, it's more for the younger and olders ones. But overall this is an excellent hotel, we have booked to go again next year in July the 9th, it is worth the holiday!

  • Stayed: July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Rebecca K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RRPPTULUM, Public Relations at Grand Bahia Principe Tulum, responded to this reviewResponded July 31, 2013

Dear Rebecca:

We were delighted to read that you had an amazing vacation with us.

At the Gran Bahia Principe Resort we take pride in offering our guests good accommodations and the very best in food and beverages. We recognize that our staff plays a valuable role in the vacation experience of our guests, but reviews like yours serve to motivate us even more.

For the improvement of our facilities, we take your comments about the pools sections into consideration and hope to improve the suggestion of the entertainment for teenagers.

We sincerely hope to have the pleasure of welcoming you and your family back to our next July. Please, do not hesitate to contact us should you need any assistance at: info.tulum@bahia-principe.com

Warmest Regards,

Bahia Principe Hotels & Resorts, enjoy playing golf at our hotels on the Mayan Riviera.

Massiel V. Damm
Grand Bahia Principe Tulum

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5,052 - 5,058 of 12,866 reviews

Reviewed July 22, 2013

I can and will never stay anywhere else when traveling to the Rivera Maya! This place was magnificent-kid-friendly, super clean, entertaining, beautiful atmosphere, awesome selection of food, and the service is top notch! My only gripe was there was a family with a baby who was next door to us, that sucked but it was my neighbors fault not the hotel! Next time ill ask to change suites!! I loved everything else!! I can't wait to come back, oh yeah shout out to Juan at the buffet the best server ever during breakfast and lunch!!!!

  • Stayed: July 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
2  Thank Latresaz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RRPPTULUM, Public Relations at Grand Bahia Principe Tulum, responded to this reviewResponded July 31, 2013

Dear Guest:

We feel much honored to read your kind remarks in regards of the service in the resort. On behalf of all the associates of the Bahia Principe Riviera Maya Resort, I want to express our appreciation for the time you took to write and describe your appreciations of the service we provide.

We feel glad to read that you have left the Grand Bahia Principe Tulum feeling totally invigorated. Thank you for highlighting Juan´ s treatment. It is important for us to know that our associates’ efforts are appreciated by our guests.

We wish I was given the opportunity to welcome you back again soon. Please write us a little message before your next visit and we will do all our best to accommodate your wishes.

Sincerely

Bahia Principe Hotels & Resorts, enjoy playing golf at our hotels on the Mayan Riviera.

Massiel V. Damm
Grand Bahia Principe Tulum

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Reviewed July 21, 2013

We traveled to this resort from July 13 - 20 (myself, wife and three children), based on my sibling and their families' previous experience with this resort. This was our 5th time to Mexico - we love to travel and have been to a lot of places so were anxious to give this '5-star' a shot. If my siblings enjoyed a fun time, why couldn't we?

Everything was seemless, as is the way with traveling in Mexico. When we arrived at the airport, we were quickly checked through and on to the bus - it always feels like forever to get to your destination and in this case, 1.5 hours so yes, a bit of a drive, but enjoy the surroundings as you go - the trees are in bloom right now and just beautiful.

Okay, so on to the resort;

When we arrived at the resort, there was an air of something in the employees that we could not pinpoint - having been to another Bahia Principe resort in the Dominican, we missed having dancers greet us at the front lobby with a drink but we were not put off by it and chalked it up to them being busy. But then the check-in staff were the same - they were busy too and we could feel a frustration in them, that did not say 'welcome to our resort'. The rooms were scheduled to be ready for 3:00 and since we were 10 minutes early, we went to get something to eat and explore a bit. Once we did get moved into our rooms, we quickly realized that our children's room (they are 25, 21 and 16) was warmer than ours so we called the front desk immediately to report the Air Conditioning not working. A technician was dispatched, but never showed up despite our attempts to call. On the Friday before the day we left, I called the front desk and asked for someone to come out, to which they reported 'we have noted that your kids are keeping the balcony door open and this is why the A/C does not work'. I corrected him and said 'I am their parent and can tell you the door will be closed when the A/C is fixed otherwise they will suffocate from the heat'. It was fixed within a couple hours - unfortunate.

The food was very good - the buffet had lots of varieties for all types of eaters from picky to those that could eat the same thing every day so that was nice to see. The a la carte restaurants we went to were good (Don Pablo the best by far for service and food) but the staff are all clearly overworked. As hard as they try, these people are exhausted from having started their day with the breakfast service and ending after the last people leave the buffet or a la carte - easily 12-14 hour days. Wow! We were now beginning to understand what we felt when we checked in.

When you arrive at an all inclusive resort, you expect to have an upbeat, exciting, happy experience - we felt as though we were imposing at times; the bars for example - the beach bar at the 24 hour snack bar had a trainee there that had no idea how to make drinks - that's okay; we have all been new at a job, so we taught him how to make some of the more common Canadiana type drinks but I felt as though they could have had a book there for him to follow until he is comfortable with drink ingredients. He spoke little to no English so it was very hard to describe ingredients without jumping the counter to point them out. We felt bad for him.

One very bad thing we did see was how they washed the glasses at this same bar - they piled the glasses into the sink and either washed them out with the tap water or dipped them into a basin of water and set them back on the counter. A cervesa always had a sweet drink smell on the rim and it made us nervous as to what else we were taking in with our drink. At the lobby bar where the entertainment took place each night, they served wonderful drinks and seemed to know what we spoke of when we ordered one but the bar closed at 11:00 p.m. and if you didn't want to go down to the main strip where the vendors and disco were, it was time to head back to the room for you.

They had wonderful duos that sang and played the drums in the lobby bar but they only played for 45 mins (10:00 - 10:45) and that was it. The lobby was full and lots got up to dance, but that was it and quite a few people found that to be such a shame. Middle aged couples or older people have no other options for the evening once the music ends. The staff in the lobby shut the lights out and start removing lanterns from the tables, blowing out the wicks - the hints are not subtle.

The entertainment staff at the Akumal and Coba seem to be more mobile than at Tulum. We walked down the beach to see what all the music was about at the other resort and they were doing beach aerobics, Zumba, Salsa dancing and aqua aerobics but nothing at Tulum. The only music being played was at the main pool - the smaller pool and the beach saw no activities staff ever so we just played in the waves. One day one of the staff walked the beach to talk about the Mexican festival which we were told would cost us $15 US per person if we attended. We chose not to but soon found out that this meant there was no show that night, no entertainment in the lobby and no entry to the strip unless you agreed to pay the $$ - we felt that was ridiculous - we paid our all-inclusive price and I honestly felt as though they were forcing us into giving the resort more money by not having any other options available for that evening; you were left with no choice. Does not give you a warm and fuzzy.

The dive shop was fantastic to deal with - the staff there are a lot of help and I can't say enough about how they tried to help me and my kids out with our dive trips and cenote excursion, which was by far the most excellent dive experience of my life. Years from now, I will still recount how amazing that one day trip was, travelling through a sulfur layer and being completely disoriented in the coolest way you could every imagine. A video is the only way to capture what it was all about.

We will go back but next time will stay at Akumal just a stone's throw away from Tulum and a part of the Gran Bahia trio. Don't get us wrong, this resort is definitely worth visiting and we will be back, but they need to tweak some of the things that would irritate otherwise impatient visitors.

Room Tip: We had rooms 2113 and 2116 and had a clear view of the ocean and smaller pool. Noise was never an i...
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  • Stayed: July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank spequegnat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RRPPTULUM, Public Relations at Grand Bahia Principe Tulum, responded to this reviewResponded July 31, 2013

Dear Family:

First and foremost, thank you for taking the time to communicate your opinion about your last stay at the Bahia Principe Riviera Maya Resort.

We are happy to see that there are elements of the hotel that you quite enjoyed, however we are very concerned to read that your experience with us did not live up to our usual level of service concerning the service at the bars and restaurants and especially the front desk. We have already shared it with our food and beverages and reception managers in order to improve and enhance quality. Indeed, your well being and entire satisfaction is our primary goal.

Please be advised that that A/A does not work until all doors are closed.

Nevertheless, we do hope that you took treasured moments from your vacation at Grand Bahia Principe Tulum back home with you.

We will very glad if you give us the opportunity to host you again in the near future!

Kindest Regards,
Massiel V. Damm

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Reviewed July 21, 2013

Our experience this time (our fourth one in the Mayan Riviera) took place on July 2013. Our review is overall very positive, although somewhat mixed. The first day of our stay, there were quite a few glitches upon arrival to our room, in one of the little "villas" that the hotel hosts. There were a couple of minor incidents of cleanliness neglect that we reported to the Reception but were addressed relatively quickly. We found those two issues quite inadequate for a 5-stars hotel, thus, our opinion was negatively-biased, from a first impression perspective. Dealing with some of the personnel on duty (we arrived on Monday 1st of July) was not too impressive either in the very beginning. The quality of the facililties is great and the nature in Mayan Riviera is just breath taking, although, it's true that this hotel's beachfront is not so priviliged due to the strong currents that are tamed with very large sand bags (levees type of barriers) placed in order to reduce the undertoe and prevent rip currents most likely. However, it works and you get nice turquoise water pools, which is the trademark of this paradise and a couple of more open streches of beach ,without the barriers, where the currents might be a little stronger. The view of the bags, though, takes away a bit of the beatuty of the natural scenerey, which must be amazing if those were not present. Nevertheless, water is warm and clear, and sand is soft and white at its best.
Going back to the hotel, as of the second day, our stay and perspective changed completely and, a great deal of it was due to our interaction with one of the most outstanding staff members we guess they have. Our 12-year old son had a little dismay due to the heat exposure and this young man was amazing in going totally out of his way, to assist us and drive us to the doctor's office at "La Hacienda" (the hotel-based strip mall). He stayed with us till our son was seen by the doctor and after that, he offered all the assistance in his hands and on behalf of the hotel, in case we would need special food or any other request. Thank God it turned out been a minor dehydration problem, which was easily addressed with some electrolyte-rich drinks that we purchased in the local pharmacy.He refused to take a tip that we offered and instead told us that if anything a good word on Trip Advisor would suffice. Thus, we would like to recognize Maximiliano (Agusti) hereby for his great professionalism and clear passion and service orientation.The day after, we bumped into Maximiliano again, he followed-up on ur son's status and since his health was no longer a concern, he offered to book for us, a couple of a la Carte restaurants and asked for authorization to grant us one complimentary, which was successfully granted. Besides, he asked us what else could be done to make our stay more enjoyable. We let him know about our small issues upon arrival and he most likely made a few calls (or so we assume). We got complimentary robes and maybe he raised a flag to his colleagues in order to ensure we had no more issues going forward. This made our stay so much more enjoyable and definitely changed completely our initial perspective of the first day and a half. Besides, the restaurants were amazing, specially the three "A la Carte" ones we had, i.e. Frutos del Mar, "El Arlequin" and Dolce Vita. All of them had top notch food and service, although the regular breakfast, lunch and dinner buffet services were pretty good and diverse as well. We pretty much enjoyed every detail after the initial hiccups and we would definitely recommend to anyone a stay at the Bahia Principe, for which we had a fantastic price to quality ratio experience. 95% of the personnel was nice, professional and devoted, despite the clear hard work and overwhealm they have with the tons of tourists that stay at once. We would also like to thank other staff members that also were very nice to us, e.g. Imelda at the Yucatan buffet, Ismael - the captain - at "La Tortuga" and Julian @ Dolce Vita.

Facilities-wise, the pools, the infrastructure, the lobbies, gym are a nine in a scale of 1 to 10 - in our humble view. There are many amenities, both at Akumal and at the next door twin hotel Tulum, to which you also have access, and is within 5 mins trolley ride. The A la Carte restaurants can be booked also across both hotels, which gives you a wider choice variety. It's worth trying and we will most likely definitely go back.

Antonio and MJ A-Zeballos - Montreal Canada

Room Tip: Try to stay probably as close as possible to the lobby so that you don;t need a trolley ride to go f...
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  • Stayed: July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Antonio A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RRPPTULUM, Public Relations at Grand Bahia Principe Tulum, responded to this reviewResponded July 31, 2013

Estimated Mr. Zeballos:

We feel much honored to read your kind remarks in regards of your visit to our hotel. We consider it to be a great honor to have had the opportunity to have served you and the fact that you endorsed our property highly, is very motivating our managers (Max sends greetings) and staff to keep on going the extra mile.

Your special mention of the staff that enhanced the quality of your trip was also greatly appreciated. We recognize that our staff plays a valuable role in the vacation experience of our guests, but reviews like yours serve to motivate us even more. Your suggestions have been duly noted and we assure you that we will bear them in mind.

We have taken note of the comments you made in regards to the reception. Please accept our apologies for the inconvenience. Be assured that we have addressed your letter to the front desk manager in order to take measures as we always strive for excellence in service.

We hope that you will not hesitate in returning in the near future and we will have the pleasure of welcoming you again.

Bahia Principe Hotels & Resorts, enjoy playing golf at our hotels on the Mayan Riviera.

Massiel V. Damm
Grand Bahia Principe Tulum

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Reviewed July 21, 2013

Just returned yesterday from a 10 night stay and had a blast!! I won't go over what has been reviewed 100s of times on here, just want to go over a few points that someone booking (or booked) may want to know! We were a family of 4...2 adults and an 8 and 10 year old.

We upgraded prior to going to Hacienda section and emailed ala carte and various other requests two weeks prior and received a timely reply with seating times from Maxi. Upon arrival our tickets for the meals were in our welcome package (thanks!!) We had requested a third floor room with ocean view and my husband had also asked them for some celebratory things for my birthday which was 4 days into the vacation. We were given a third floor room at the back (villa 45).. boo!! We begged and they found one we could move into the next day, although it was a king bed, so they sent up a roll away bed for us. We were moved the next day so smoothly...bell men took all of our bags and we picked up new keys after lunch. Thank you!! Beach towels, bathrobes, slippers (and umbrella which was needed once) were all waiting for us. FABULOUS new room view (3522). Our maid was WONDERFUL and made darling towel art 8 out 9 nights in this room! Yay! We did tip 3 dollars per day (left on bed) and 1 dollar in fridge. We got bags of chips, chocolate bars and fresh drinks and beer everyday! My birthday was overlooked but it is treat enough to be vacationing in paradise!

We thought the food was much better than two previous AIs we have been to in Riviera Maya...loved the ice cream! Our favorite ala cartes were Tequilla, Gran Tortuga and show table at Mikado! Did not use the private restaurant (also Tequilla) for lunch and dinner. The main buffet offered more.

We loved the frozen drink dispensers at the bars as we had minors who didn't have to stand in line to help themselves, I added a shot of rum to mine ;) The pina coladas were good the strawberry daquiris not so much ;( My husband and I drink vodka tonics and they were great. Smirnoff and small bottles of tonic which ensured nice fizz! Awesome!

I know the resounding complaint is the sand whales at the beach, but they are the reason my kids want to go back! They played on them for hours everyday. I joined them as it was fun on rough days to catch a wave and try to land on top and stand up! We snorkeled down the beach in front of the Oasis resort and it was very good, saw barracudas and big squid plus colorful fish.

NOW for the outstanding! My daughter cut her head on a slide at the water park at the Coba resort and WOW what service. The lifeguard was wonderful!! Cleaned her wound very professionally and within moments Felix Schlokat showed up. He interpreted for us, calmed my daughter down and called a cart to take us to the resort doctor. BUT that isn't all! He rode with us to the doctor, stayed while we were there, interpreted at times for us and called Melchor from Tulum to come join us! Felix needs a raise! He was outstanding! Melchor too!! He helped when we discovered we had left our towels at Coba by getting us new ones and THEN he sent my daughter a darling get well card and fruit basket to the room. All we could say was WOW!

The only places we saw for improvement were 1) the party pool. The entertainment staff was great but games were redundant and limited, no real pizazz, and the music after the games were over and entertainment staff left was old disco stuff. Would have preferred more some trendy upbeat music.

And 2) the room was a bit dark and small, but the view made up for this!! However, in the first room where there was no view, so....

We had the time of our lives and would return in a heartbeat!!! The service is fabulous and the entire resort is spotless. Do not hesitate to book!! We loved it!

Room Tip: 3rd floor ocean view
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  • Stayed: July 2013, traveled with family
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2  Thank Amanda D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RRPPTULUM, Public Relations at Grand Bahia Principe Tulum, responded to this reviewResponded July 31, 2013

Dear Amanda :

Thank you for your informative review. We were delighted to hear that you had a fabulous vacation with us.

Your special mention of the staff that enhanced the quality of your trip was also greatly appreciated. We recognize that our staff plays a valuable role in the vacation experience of our guests, but reviews like yours serve to motivate us even more. Felix, Melchor and Maxi; our guest service managers are a great asset to Bahia Principe Hotels & Resort.

We have already sent your nice words and thanks to the departments involved and in the name of the whole Bahia Principe Riviera Maya Resort, we want to thank you again for your valuable comments and for convincing other future travelers to visit our resort.

Please write us a little message before your next visit and we will do all our best to accommodate your wishes.

Kind regards

Bahia Principe Hotels & Resorts, enjoy playing golf at our hotels on the Mayan Riviera.

Massiel V. Damm
Grand Bahia Principe Tulum

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Reviewed July 21, 2013

Just returned from an excellent fortnight at Gran Bahia Principe Tulum here is my review

Overview

The Tulum section on it’s own would be a large resort it has over 850 rooms laid out in blocks of 14 (called villas) but add it to the other hotels in the complex (Akumal and Coba) and the exclusive golf complex Sian Kaan across the road it truly is a huge resort, I estimated that at more or less full occupancy the whole resort caters for nearly 8,000 guests a week which gives you an idea of the scale of the place (an why there are so many reviews)

However it never feels crowded, the grounds are spacious and very well maintained, although the Villas are a bit identikit throughout the resort being all the same design, it can be very confusing and takes a little while to get orientated.

The resort is situated within about 30 minuets of Playa Del Carman, there is not really anything else apart from other resorts in the near vicinity (not within walking distance anyway)

The Room

I have read other reviews stating that the air conditioning was not adequate, what utter nonsense, any cooler and our room would have become a fridge! The room was both spacious and well equipped with two built in wardrobes a good bathroom and king-size bed, the bed was firm but we found it very comfortable

The hotel provides a mini fridge which contains a couple of beers and soft drinks and a bag of crisps, note that despite of what you may read on here and else where, there is absolutely no need to leave a tip in the fridge in order for it to get refilled, you can do if you want but there really is no need, the same applies to the room, it will get cleaned everyday regardless.

We were situated on the ground floor which was no problem, contrary to some reports we were no invaded by insects, there is a small balcony with a couple of table and chairs.

We were upgraded to the Club Hacienda Section, although our room looked similar to all the rest






Food and Drink and Restaurants

You can eat at any of the main buffet restaurants (not at Sian Kaan though) and if you have upgraded to the Hacienda section, you can also use the Tequila Restaurant for breakfast and lunch.

The food in the buffet was of a good standard, and was much as I expected it to be in a resort of this nature, there was always lots of choice, of course if you use the buffets all the time the food can get a bit repetitive, but if you make full use of your à la carte reservations (3 a week standard, 4 if you are upgraded)

Talking of which, we used eight (I think there are 12 or 13), we were disappointed with the Seafood restaurant Frutos del Mar, which we both thought was very poor, we were also not impressed with the Arlequin Gourmet Restaurant, the service was poor, and the food just about OK.

The best of the lot has to be the Don Pablo, great food and great service out the rest we rated La Gran Tortuga (Brazilian style) Le Gourmet and Tequila, the rest we found to be pretty average.

I do echo what some others have said about the temperature of some of the food (in the buffets) , some can be a bit luke warm, it’s an issue they need to look at as it’s a complaint that comes up time and time again, at busy times service can be a bit hit and miss, it’s not that the waiters are not working hard, they are run off their feet, it’s just that there is not enough of them, it would have been better to offer people a carafe of wine rather than having it served to you by the glass.

The drinks selection at the bars is good, there was a lot of top shelf spirits and liquor’s at no additional price, in common with other AI resorts they do insist in serving the beer in small glasses. The bars shut at 11 at night although if you want a drink after you can go to the dico in the Hacienda disco (which is situated a short walk for the main entrance)

We did not make use of the snack bar, we were never that hungry to need a snack, plus it was the other end of the resort, but it looked busy and well stocked with hot food and drink

Beach and Pool

We much prefer the beach to the using pools (a Spanish doctor told me a few years ago to never use pools at any hotel) the pool areas were large and plentiful one large and two smaller ones in Tulum section alone (one of he smaller pools was for exclusive use for people who have been upgraded)

The beach can be a bit rocky in places, but if you come equipped with a pair of swim shoes this should not be a problem, the sand whales really do help in claming the sea down and make for nice safe swimming areas suitable for all, you can swim beyond them, but be warned the sea can be very rough!

The sun bed game is in full play here as it is in all resorts, I am yet to see a workable solution in any resort, although (like every resort) there are signs telling people not to reserve beds, they are ignored (like every other resort) as a rule of thumb, if you want to get a bed by the side of the pool, you really need to be there by 7 in the morning, by 8 they were all gone.

Good beds by the beach were generally available up till about 9 in the morning

Entertainment

There are shows on for 6 nights of the week (Thursday is the Mexican fiesta night $15 charge) the shows were actually quite good and to the better end to what I have seen in other resorts

There are also ample daytime activities for those that wish to take part

Staff

The staff all work very hard and are very pleasant and polite

Contrary to what others have said on here and other sites there is no need to tip and it’s really not expected, in fact it got a bit ridiculous some American and Canadian guest were even tipping one of the ladies who did the eggs in the morning, it was an issue that worried me before I went, as I had read a fair bit about it, it’s not really a British (or European) practise to be handing out tips to people for just performing their duty, in fact it appears to be a American practise which I have never seen in any other part of the world, of course you can tip if you want too but you will receive the same service as other guests if you don’t, and I repeat there is no need to leave tips in the room everyday or in the fridge, nor do you need to tip the barman every time you got a drink.

It would be better if they had a tips box and the money shared out with all the staff (which is the norm in Europe)

Conclusion

All in all we had a fabulous time, as with any place you can pick up negatives and there are a few, but not enough to ruin a holiday, I would recommend this resort to families and couples, although I think it may be a bit sedate for people who just want to party

Room Tip: Try and get a villa close to the lobby as it can be a fair walk if not
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  • Stayed: July 2013, traveled as a couple
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4  Thank RobBrent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RRPPTULUM, Public Relations at Grand Bahia Principe Tulum, responded to this reviewResponded July 31, 2013

Dear Rob,

Receive cordial greetings from all the team working at Bahia Principe Riviera Maya Resort.

Thank you for taking the time to post a review of your recent stay at our hotel. We sincerely appreciate all your nice comments.

We are satisfied to read that you had an excellent stay in our hotel facilities and premises especially because of the friendliness of our staff members. Please be assured that your wonderful comments will be forwarded to all the staff.

We thank you for taking the time of sharing your opinion with us which we will take in the highest consideration.

It is a pleasure for all of us to note that we were able to fulfill your expectations during your stay in our Tulum Hotel and be assured that it is wonderful to know that you had a great vacation.

Looking forward to seeing you soon!

Bahia Principe Hotels & Resorts, enjoy playing golf at our hotels on the Mayan Riviera.

Massiel V. Damm
Grand Bahia Principe Tulum

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Reviewed July 19, 2013

First of all , if management reads this, please do not write a form letter apologizing for this and that and that you are sorry because when we needed you and voiced our concerns , you could not have cared less.
First , in all fairness , the hotel grounds are very well kept , the beach was allright , drinks at the Akumal bar were great food was good, and service at the a la carte restaurants were good.
Now the bad part. Our first day there we slept a little late and got to the beach around 11:00 AM. Forget about finding a beach chair. Finally found some that were available ( beige colored chairs ) and after about a minute we were told rudely that these were reserved for their priviledged guests. Later that day, in the lobby we were approached by a privilege representative and invited us to a so called breakfast where we would get t shirts , beach bag , caps etc......all we had to do was show up the next morning. Next morning , 8:30 AM ,the phone rings and reminds us not to forget to show up for breakfast presentation. My son was sick so I told them to forget about it. An hour later he calls back and asks if our son is feeling better and that if not I could show up myself and let my wife take care of our son. Do these people have families or what ???? I told him not to call back ever because I am on vacation and the last thing I want is to be harrased. That evening they call back and ask why we cancelled and that they would not call back and bother us. Guess what, we walk through the lobby and they are on you like flies saying , I see your son is better, can we book you for tommorrow morning ???. Here is some advice, bring bug spray and do not hesitate to use it on these guys. What a major pain in the [--].
Next we go tothe buffet and the hostess smiles and says HOLA , please choose a table on your right. We choose a table and a waiter comes running and says we can't sit there, so we go on the other side and the hostess says no , I told you to go on your right side. So we go back and then the hostess and waiter start arguing. Worst part is this happened 3 days straight. We called it breakfast pinball. One day we asked for water and a smileless waiter brings us lukewarm water, so we asked for ice. He responded rudely, sorry no ice.It's Mexico in the summer and you have no ice??? You get the feeling we were bothering them all the time. Actually we had a nice waiter our first night there , but we never saw him again.
Here is where I lost it . Our third day there we took a day trip to Tulum, and when we returned to our room the door was wide open. First thing that comes to mind is that someone broke in. I went up by myself to see if anything was missing and luckily everything was there. I cannot say if it was the maid or the person who stocks the mini fridge ( which barely kept drinks cold by the way) but someone screwed up and that is totally unacceptable. Called the front desk and basically their response was that if nothing was stolen then there is no problem. Next day the room was not done. Again we called the lobby to see if they could send someone. Their response was that the made was off that day and that they would do it tomorrow. I could go on but I will stop here as I'm sure you get the point. Is this a 5 star hotel. Absolutely not !!!!
We have travelled often in Cuba and the Dominican Republic and never had an experince like this. This was our first time with Bahia Principe and surely our last. There are plenty of hotels on the Riviera Maya and if you are considering staying here , BEWARE. I read the reviews and always disregard the ones that say terrible things and the ones that seem to be too good to be true and usually get a pretty good idea of what to expect. In this case I should have listened to my gut feeling and gone elsewhere. Did it ruin our vacation ? No. Could all these irritants have been avoided ? Yes. Does management care ? No. Unless you write a review here and then they are quick to apologize otherwise you are on your own. GOOD LUCK if you still book here and don't say you were not warned.

  • Stayed: July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
5  Thank dave7305
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RRPPTULUM, Public Relations at Grand Bahia Principe Tulum, responded to this reviewResponded August 1, 2013

Dear Dave:

Thank you for taking the time to share your feedback on Trip Advisor of your recent stay with us.

I would like to apologize for situation described referring the service in the restaurants, as a company we greatly value the feedback which we receive from our guests as we constantly strive to maintain consistently high standard of service.

Regarding the sun beds at the pool area, we have received more loungers to make all our guests comfortable.

The management and staff extend our sincerest apologies for any inconveniences which you may have experienced with the Privilege Club. Please be assured that we have addressed your review to the Privilege Club manager in order to take measures as we always strive for excellence in service.

On behalf of all the staff, we thank you for letting us know your observations and we sincerely regret that we did not meet your expectations.

Kindest Regards

Massiel V. Damm
Grand Bahia Principe Tulum

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Grand Bahia Principe Tulum

Address: Carretera Chetumal Benito Juarez, km 250, Local B, Akumal, Municipio Tulum, Quintana Roo. 77760 | Local B, Akumal 77776, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Akumal
Amenities:
Bar / Lounge Beach Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#3 Casino Hotel in Akumal
#4 Family Hotel in Akumal
#7 Top resorts Hotel in Akumal
#7 Romantic Hotel in Akumal
#9 On the Beach Hotel in Akumal
#9 Spa Hotel in Akumal
#10 Luxury Hotel in Akumal
Price Range: $170 - $411 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Grand Bahia Principe Tulum 4.5*
Number of rooms: 978
Official Description (provided by the hotel):
Facilities and services 3 pools (including 2 with Jacuzzi for relaxation) 1 Jacuzzi Large sun terrace with loungers and sun umbrellas BAHIA SPA (additional charge) Sports facilities: gym, 5 tennis courts, bicycles Motorised sports (additional charge) Water activity and scuba diving centre Entertainment amphitheatres WiFi access in the lobby (24h per day free of charge) and in rooms additional charge) 1 buffet restaurant 3 a la carte restaurants 6 Bars Snack-Bar Wedding gazebo Dolphinarium (additional charge) Riviera Maya Golf Club: 18 long holes and 9 executive holes with lakes, natural wells and Mayan forest Hacienda Dona Isabel: karaoke bars, shows, live music and disco. Rooms 978 rooms including 4 types: Superior, Superior Junior Suite, Superior Club Hacienda and Club Hacienda Junior Suite. The Junior Suites are larger than the Superior rooms. Room facilities: King size bed (Superior Junior Suites) or 2 full size beds Sitting area (Superior Junior Suites) Fully-equipped bathroom: shower, wash basin, magnifying mirror and hair dryer Hydromassage bath tub (Superior Junior Suites) Bathroom amenities Balcony or terrace Air conditioning Ceiling fan Telephone Radio alarm clock Flat screen satellite TV Mini-bar (included) Coffee-making facilities Safe (additional charge) Ironing set WiFi (additional charge) Club Hacienda rooms (See page 18, Club Golden, Club Hacienda) Children Bahia Scouts Children can enjoy a range of specially-tailored facilities: Children's pool Mini Club with activities for children aged 4 to 12 Evening Mini Disco Bahia Scouts Water Park Other services On-site miniature railway providing access to all facilities 24 hour medical service (additional charge) Pharmacy (additional charge) Personalised diet option for celiacs and diabetics Cash point Specialised service for organising weddings, events and anniversaries Casino ... more   less 
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Also Known As:
Bahia Principe Tulum
Tulum Bahia Principe
Gran Bahia Tulum
Gran Bahia Principe Tulum Akumal
Gran Bahia Principe Hotel
Gran Bahia Principe Riviera Maya
Gran Principe Tulum
Gran Bahia Principe Mayan Riviera Resort
Gran Bahia Principe Mexico
Grand Bahia Principe Tulum Riviera Maya/Akumal, Mexico

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