Ratings based on 776 Verified Reviews

4.1 out of 5
82% of guests recommend
4.3 Room cleanliness
4.2 Service & staff
3.9 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from Alabama

If you like to snorkel, this is not the place

Posted Jun 25, 2017
Pros: Beautiful grounds.
Cons: Scheduling the ala Carte meals.
Location: Location is great. It is close to Tulum.
Staff was good, resort is beautiful, but if you like to snorkel this is not the place. It is difficult to schedule the ala Carte restaurants. There is no place to eat an early breakfast if your flight is early. Thereis a snack bar that will provide you a hamburger, hotdog or sandwich before 7:00 a.m.
Comment from Hotel Management
Jun 26, 2017 by Online Reputation, Hotel Management
Dear Guest, We thank you for taking your time and writing your comments on your vacation in this second home in the Mexican Caribbean. Our objective is to be able to obtain the maximum satisfaction of all our guests, both in the facilities as well as in the service and treatment to the guest for that reason I apologize for the inconvenience that has made us arrive. We thank you very much for your comments and suggestions. We look forward to welcoming you back to our resort! Best regards, Sasha Gonzalez Grand Bahia Principe Tulum
2 out of 5
by A verified traveler from Long Pond - PA

Not at all the 5 star it claims to be.

Posted Jun 8, 2017
Pros: Location.
Cons: Rooms need major updating. They need major renovations in order to make this a true 5 star property. The food & drink need help.
Location: Very close to Tulum and Coba and various other activities.
The check-in process was not organized - very convoluted. We explained to the Guest Services desk not all travelers spoke Spanish and would like to be spoken in English. This did not happen so we had to translate everything from start to finish. No pool/beach towel keys were provided at time of check in. When we get to the room - there is a sign in the closet saying "These are your pool/beach towels..." However, there weren't any in there. Just the sign. No guest robes, no slippers. Furniture was missing handles. Phone did not work at all. Main door was missing a weather proofing skirt, which let all the air-conditioning out. We had to stuff a bath towel under the door. Since the phone did not work...I had to use my neighbors phone to order ice. It has to get delivered to you as there is no convenience ice freezers for self serve. We reported the non-working phone and after 3 days I personally took it to the front desk because they still did not fix it. It took 3 days. The food was mediocre at best. Do not bother with the specialty restaurants as the buffet serves better meals. The casino is tiny. I mean tiny, somewhat claustrophobic.3 Check-out was fast and very cold. By this I mean, no smile, no salutations...just sign here, here and here. Have a nice flight. NEXT?
Comment from Hotel Management
Jun 10, 2017 by Online Reputation, Hotel Management
Dear guest, First of all thank you very much for being with us and taking the time to write your impressions and suggestions to improve the service we offer. We were very worried to know that their experience was disappointing and we felt very much that we could not meet their expectations. We will check all the points mentioned in your opinion to make the necessary adjustments as soon as possible, we are a company that greatly value the feedback we receive from our guests, we constantly strive to maintain the high level of service. We will work to improve your next experience with us, if you can give us another chance to restore confidence in our chain and it will be a great pleasure to serve you in the best way possible. We appreciate the time to leave your comments. A cordial greeting, Sasha Gonzalez Grand Bahia Principe Tulum
1 out of 5
by A verified traveler

The air conditioning did not work 2 days in a row.

Posted Jun 5, 2017
The AC did not work, was hot in our room. Complained twice and tried to change rooms but Staff not helpful. Was never comfortable. Food on buffet was plain and bland and some outright horrible. No AC in restaurants, even the fancy Al a Carte were hot, we were dressed up and sweating.
Comment from Hotel Management
Jun 7, 2017 by Online Reputation, Hotel Management
Dear guest, Thank you for sharing your experience. The observations of our guests are of vital importance, as they allow us to learn and improve our service, in order to achieve the satisfaction of our guests and create unique experiences. Be assured that your notes have been shared with the Departments involved in order to take immediate corrective action. We regret to read that your experience did not meet your expectations, we offer our sincere apologies, we hope to have the opportunity to change your perception. We look forward to returning to our Resort soon! Best regards, Sasha Gonzalez Grand Bahia Principe Tulum
3 out of 5
by A verified traveler from Oklahoma

Rather disappointing

Posted May 31, 2017
Pros: the beach access
Cons: more communication between the employees so they know what is going on
Location: It was a long way from the airport.
The resort grounds were beautiful, but all restaurants were open-air even though they had a/c. The food was mediocre except for the Italian restaurant. You have to pay for a room safe lock which to me is petty. My husband wanted to see the golf course for future trips, but no one seemed to know anything. They told us at the front desk that he would have to pay to see it, but we took the shuttle over and asked to see the course and they let us take a golf cart out and drive through it. We have been to other all-inclusive resorts in Mexico which are much better. On the plus side, it did have a lot of beach access. Also, our shuttle driver going to the resort was cut off by another driver. He pulled over and proceeded to yell and spit on the other driver. It was very unprofessional as well as dangerous . We used the shuttle that you offered.
Comment from Hotel Management
Jun 4, 2017 by Online Reputation, Hotel Management
Dear guest, First and foremost, we would like to thank you for your confidence in us. We really appreciate that you have taken some time to write about your stay at our Resort. Please be assured that your comments and suggestions are appreciated and will be taken into account by the management of our hotel who appreciates your kind attentions. We look forward to your visit on your next vacation! Our best wishes, Sasha Gonzalez Grand Bahia Principe Tulum
3 out of 5
by A verified traveler from H

Nice but not the nicest for the price.

Posted May 28, 2017
The hotel was pretty nice and most of the staff were very nice and accommodating but, there were some things that were very upsetting. A female friend of our group cut her toe open and the staff made us walk her to the little medic room instead of just going and getting get some band aids like we asked. The other thing that was a deal breaker for us going back was the food was almost uneddible! Finally about three days in we found a few items we could get by with every day but it still got so bad that we drove to 5th avenue to eat. With that said most of the staff were great and your still in paradise so I'd give this place 3.5 stars, but not the 4.2 or whatever is advertised. Last year I went to a different all inclusive in the same area for the a hundred dollars cheaper and it was a true 4.5 star resort.
Comment from Hotel Management
May 30, 2017 by Online Reputation, Hotel Management
Dear guest, First of all thank you very much for being with us and taking the time to write your impressions and suggestions to improve the service we offer. We were very worried to know that their experience was disappointing and we felt very much that we could not meet their expectations. We will check all the points mentioned in your opinion to make the necessary adjustments as soon as possible, we are a company that greatly value the feedback we receive from our guests, we constantly strive to maintain the high level of service. We will work to improve your next experience with us, if you can give us another chance to restore confidence in our chain and it will be a great pleasure to serve you in the best way possible. We appreciate the time to leave your comments. A cordial greeting, Sasha Gonzalez Grand Bahia Principe Tulum
1 out of 5
by A verified traveler

NOT RECOMMENDED!!

Posted May 26, 2017
From the moment we walked in our room we noticed it had not been cleaned properly. There was a used coffee cup on the desk, no trash bag in the trash can, a light hanging off the wall, and the mini bar had not been stocked. We called the front desk and they said they would handle it but only sent down a guy to stock the mini bar. We lost power one day, paid for wifi we could not use ( they offer free wifi only in the lobby, not your room.....I've never seen so many people in one spot) and the next day our water stopped working. Never did they send anyone down to fix these issues. They wouldn't give us a different room. The only thing nice about this place was the staff at the buffet. The food was okay, drinks were strong but we probably would not stay here again.
Comment from Hotel Management
May 28, 2017 by Online Reputation, Hotel Management
Dear guest, First of all thank you very much for being with us and taking the time to write your impressions and suggestions to improve the service we offer. We were very worried to know that their experience was disappointing and we felt very much that we could not meet their expectations. We will check all the points mentioned in your opinion to make the necessary adjustments as soon as possible, we are a company that greatly value the feedback we receive from our guests, we constantly strive to maintain the high level of service. We will work to improve your next experience with us, if you can give us another chance to restore confidence in our chain and it will be a great pleasure to serve you in the best way possible. We appreciate the time to leave your comments. A cordial greeting, Sasha Gonzalez Grand Bahia Principe Tulum
3 out of 5
by A verified traveler from Vancouver

too big for my taste

Posted May 24, 2017
Cons: Air conditioning !!!
Location: At the very tip of Tulum.
The beach is not swimmable as it was very rocky. Spent all the time at the pool area. The A/C in the room was not working. Complained the next day and they acknowledged there is a an A/C issue in a few villas. Why put us there knowing there is no A/C. Moved to a different room, A/C still bad but better than the first. Food is as expected for resort. Cant complain but won't rave either.
Comment from Hotel Management
May 27, 2017 by Online Reputation, Hotel Management
Dear guest, Thank you for sharing your experience. The observations of our guests are of vital importance, as they allow us to learn and improve our service, in order to achieve the satisfaction of our guests and create unique experiences. Be assured that your notes have been shared with the Departments involved in order to take immediate corrective action. We regret to read that your experience did not meet your expectations, we offer our sincere apologies, we hope to have the opportunity to change your perception. We look forward to returning to our Resort soon! Best regards, Sasha Gonzalez Grand Bahia Principe Tulum
5 out of 5
Recommended
for Couples
by A verified traveler from Belize

Total Relaxation

Posted May 23, 2017
This resort has something for everyone. Great beach areas and very nice pool settings. It takes about a day to get acclimated to where everything is, but once you do, it is very easy. The food was amazing and the staff in all the restaurants and bars that we visited went out of their way to offer service. We live in Belize and will definitely return on a regular basis to enjoy this part of the Caribbean.
Comment from Hotel Management
May 23, 2017 by Online Reputation, Hotel Management
Dear guest, It has been a great pleasure to read that you enjoy the time you spend with us. Hoping to have the pleasure of serving you again and providing the service you already know we said goodbye wishing you an excellent day. Best regards from the Riviera Maya, Sasha González Grand Bahia Principe Tulum
3 out of 5
by A verified traveler from Seattle,WA

not what we expected

Posted May 18, 2017
Pros: Very large place. The grounds are beautiful. Rooms are clean.
Cons: need more workers in restaurants... also need more seafood in menu...
We were traveled group of 13 adults. We never go back in this hotel again....Entertainment not professional...Food was decent, Brazilian restaurant was terrible and understaffed.... Another thing to complain is a charge $5 a day for safe box. Tulum beach was very disappointing...Water shallow and there is no room for swimming. You could not find a spot in the water where it is above stomach level ( it`s not a joke!).Rocky, rocky beach with a ton of seaweed.
Comment from Hotel Management
May 20, 2017 by Online Reputation, Hotel Management
Dear guest, Thank you for sharing your experience. The observations of our guests are of vital importance, as they allow us to learn and improve our service, in order to achieve the satisfaction of our guests and create unique experiences. Be assured that your notes have been shared with the Departments involved in order to take immediate corrective action. We regret to read that your experience did not meet your expectations, we offer our sincere apologies, we hope to have the opportunity to change your perception. We look forward to returning to our Resort soon! Best regards, Sasha Gonzalez Grand Bahia Principe Tulum
3 out of 5
by A verified traveler from Detroit, MI

Posted May 10, 2017
Pros: pools, access for snack bar 24/7
Cons: Restaurants requiring reservations, have more English-speaking employees, DON'T GO PARADING PEOPLE THROUGH THE STREETS AT 2AM SINGING/WAKING PEOPLE
Location: Went on excursions to Chichen Itza and Tulum, both were informative. Also, my girls did the dolphin adventure and loved it.
We had a 1st floor room. The first night, we called because the A/C wasn't working and the ceiling fan was rubbing on something and making loud noises when it was on. They sent non-English speaking people to the room to fix it; they heard the fan on and said "working"--our nights had to be about 85 degrees each night. The second day, found the hair dryer wasn't working, the coffee maker in the room didn't work because the carafe was too small to trigger the valve. None of these were fixed during our stay. Had to ask for mini bar to be stocked. The facility had plenty to eat; maybe it was the Mexican food or our taste buds, but things tasted funny. Ate at the buffet every day which was open to nature-birds everywhere who would steal food off your plate if you weren't guarding it. We had reservations at the Tequila restaurant and the Oasis Restaurant. The "New York Steak" was overcooked and didn't taste like beef. We ate at the snack bar alot. You could go anywhere by hopping on an electric "tram" (I'll call it). We weren't sure if the staff encouraged this, but around 1-3 a.m. there were people driven through the paths on these trams singing at the top of their lungs. Very irritating since our room was about 20 feet off the the tram path. Happened 3 out of 5 nights. This can be rough when you have to get up early for excursions. Alcohol watered down. Overall, we felt very safe at this facility.
Comment from Hotel Management
May 13, 2017 by Social Media, Hotel Management
Dear guest, First of all thank you very much for being with us and taking the time to write your impressions and suggestions to improve the service we offer. We were very worried to know that their experience was disappointing and we felt very sorry that we could not meet their expectations. We will check all the points mentioned in your opinion to make the necessary adjustments as soon as possible, we are a company that greatly value the feedback we receive from our guests, we constantly strive to maintain the high level of service. We will work to improve your next experience with us, if you can give us another chance to restore confidence in our chain and it will be a great pleasure to serve you in the best way possible. We appreciate the time to leave your comments. A cordial greeting, Sasha Gonzalez Grand Bahia Principe Tulum