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Grand Bahia Principe Tulum
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Reviews (13,450)
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7,436
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349
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Reviewed 5 weeks ago via mobile

My wife and step daughter are in the resort now and the beach is full of sea weeds they can't get room service and the staff from what she told me doesn't care . We will never book with this hotel again what anrip and we planned it for her daughter grad from University ..

Very disappointed....

Stayed: April 2018, travelled with family
2  Thank wally424
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 4 weeks ago

Dear Guest,

Thank you for your comment.

We are sorry for any inconveniences you may be experiencing during your stay. A proper follow-up to your comments will be given right away. We are doing our best to change your perception. Please, contact our Guest Service Manager in anything you could need.

We are always striving to give our guests the highest quality service so that they could stay absolutely content with their holidays at our hotel.

Kind regards,
Elizabeth Villaseñor
Grand Bahia Principe Tulum

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 weeks ago via mobile

Pros:

- Entertainment every night at the hotel so you don't have to leave the resort for entertainment.
- The hotel had a casino.
- The hotel had lots of shopping options.
- The hotel had a nightclub.
-The room was clean and housekeeping of the room was done well each day.
- They had Dolphins at the hotel which was pretty cool. They put on a show at 11:30 am and you could swim with the dolphins if you chose to.

Cons:
- Under construction, very unorganized and in disarray.
- One bartender at all bars.
- Plate was dirty at one of the reservation restaurants.
- Long wait to check-in.
- Tried to give us a down graded room and make us sign a waiver with no refund.
- No room service for food ordering.
- At certain times of day the only option for food was the snack bar. - This is not acceptable at an all inclusive hotel.
- Construction underway at the lobby.
- Room AC did not work properly.
- The TV went out on the last day.
- Map was not updated.
- The pictures of the the beach are false, they're actually pictures of a totally different beach. *this directly from one of the workers*
- Try to schedule your reservations for the restaurant as soon as possible or you won't get one.
- The buffet SUCKS! Don't get me wrong you'll be able to find something to eat...but for the price we paid for an all inclusive vacay.... we SHOULDN'T have to TRY and FIND something to eat... ridiculous!
- The drinks sucked! Think low budget- bottom shelf, cheap and drowning in mix.
- No service in the pool area beyond the swim up or regular bar...cups pile up.
- Workers not very friendly.
- Inundated with requests to sign up for a timeshare.
- At one of the restaurants they sat us in the back by the bathrooms. There were plenty of other seats available they could have sat us near the windows with better lighting and a better View.

Stayed: March 2018, travelled with friends
1  Thank Adriana A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 4 weeks ago

Dear Guest:

First of all I would like to thank you for your detailed feedback regarding your recent stay at our hotel resort. It will certainly help us to keep focus on customer satisfaction and fulfillment of our hotel standards.

Thank you for your beautiful comments about the service, the room, the activities and our facility.

We are sorry for the situation described. Our staff is always ready to help in anything our clients could need. We are happy that the rest of your stay was satisfactory.

The comments and suggestions we receive from our guests are very important to maintain the quality of the service at the resort. They will be definitely reviewed with different departments to introduce corrective actions and improvements.

We hope to have the opportunity to change your perception in the future as we believe you will enjoy our new services.

Please, do not hesitate to contact us at our email address info.tulum@bahia-principe.com
Sending you our best regards,
Elizabeth Villaseñor
Grand Bahia Principe Tulum

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 weeks ago

We stayed at GBP Tulum for 5 nights over Christmas 2017. We really liked the property and much of the staff is wonderful. The room was clean and we were happy with the location. Our maid service was missed a couple of times but was okay. The beach was okay with lots of palapas available.We did not love the beach as the sand bags obstructed the view but we understand why they are there and it was not the end of the world. We spent the majority of our time at the pool which we were able to get a chair and shade around 9am so no super early morning towel runs to secure a space. We enjoyed the drinks but had a couple of issues with a bartender at the beach bar refusing to pour doubles as he said he needed to "save some for other guests". We have never had this response before but we just would go to another bartender when possible. There were plenty of drinks to go around. he entertainment around the pool is fun and although we prefer to be spectators it provided lots of laughs for us. The shows in the evening were great and we enjoyed the dancing portions of the show. We did not find that the Hacienda shows were that great but we did enjoy venturing up in the evenings for something to do. Overall a great 5 days and we would return to this property again.

  • Stayed: December 2017, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
2  Thank ellyk485
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 4 weeks ago

Dear Guest:

On behalf of our team we appreciate you taking time to express your comments about your stay with us.

We are more than happy to know that you enjoyed the facility, the services, and the staff.

It is always a great pleasure to receive so encouraging reviews that give our team energy to keep up great work every day.

If you choose us again as your holiday destination it will be pleasure to serve you again in the best possible way. ; -)

Please, do not hesitate to contact us at our email address info.tulum@bahia-principe.com

Best regards,
Elizabeth Villaseñor
Grand Bahia Principe Tulum

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 weeks ago via mobile

The staff were great, great food choice and our room was clean and quiet - even if a bit average regarding decor. However, the shower and fridge worked and the beds were great.

The beach was a huge disappointment - a pretty and non-hotel-lined beach was great (the opposite of cancun), with palm tree fringed bay. However, the water wad cordoned off due to huge waves etc. Huge seaweed problem. The pools were great though - just as well.

Collectivo buses stop outside The hotel so we bussed it to Tulum, Coba and Playa del Carmen. Cheap and quick. We swam in a Cenote and went to Rio Secreto - do the the 3 hour not 5 hour trip unless you are a cave fanatic.

Stayed: April 2018, travelled with friends
4  Thank LondonJillyc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 4 weeks ago

Dear Guest:

We are really happy to receive your comments about your recent stay with us; it is a real pleasure to know that you enjoyed the room and our facility.

With reference to the comments about the beach area, we want to inform you that the beach in Mexico is public and the hotels cannot change the natural aspects as coral, reef, seaweed and rocks, located at the entrance of the beautiful Caribbean Sea and may sometimes molest people during their swimming session. In front of the Gran Bahía Príncipe Riviera Maya complex we have about 1.3km beach area where rocky areas and white sand areas alternate and give the opportunity to everybody to move freely to find the perfect spot to swim and enjoy. As you may know, the “geotubes” or wave breakers have been used for years in México since the heavy storms to protect the beach areas, avoid erosion of beach and dunes, and to create quite swimming areas for our guests. Although they may look as rocks these sand bags called geotubes are sediment-filled sleeves of geo-textile fabric used for the protection of our beautiful Mexican beaches.

It will be pleasure to welcome you again and to make part of your enjoyable stay :- )

Please, do not hesitate to contact us at our email address info.tulum@bahia-principe.com

Best regards,
Elizabeth Villaseñor
Grand Bahia Principe Tulum

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 April 2018 via mobile

Now not one to complain but this hotel compared to the service in Dubai or Egypt just doesn’t quite get there. Well actually in some area it does but unfortunately you only remember the ones that don’t.

The lobby bar service, was a game of cat and mouse, you wave they ignore, you try wave and eye contact, they look, they almost serve but then they vanish. Then some 15 maybe 20 minutes later you get served. It’s almost as if you have somehow upset them but you don’t know why!!!!

Sunbeds - unfortunately it’s the ‘get there early. Arrive after 8.15 and you’ve missed the boat, although you will find a lovely selection of towels and inflatables on the beds. Travelling with my family of 11 you can imagine after day 1 I was early boy claiming my spot. But do you really want to do that on holiday - surely beds can’t be that expensive.

Beach - Not really the hotels fault but my idea of moving the kids from building a sand castle while a diesel chugging JCB goes past didn’t really meet up to my image of far away beaches.

Entertainment - arrive after 7.30 and you don’t get a chair on the terrace, so as you have no where to sit....... you don’t watch you move on.

Moan over now for the good bits

Pool party great fun, people who run it very energetic

Restaurants - very very nice and very good service, you have to book early but once your in they are great, Marcos - I think that’s his name in the Japanese restaurant Top Bloke makes you feel special and wanted and let’s be honest we all like a bit of that on holiday.

Room - very clean and kept lovely during the two weeks, fridge filled up every day.

Pools - Clean big and lots of space.

Buffett - great selection and well presented.

Conclusion - Maybe I set the bar too high, I took the family away and cost me around £21,000GBP. I think the most disappointing thing is I just got a feeling that some of the staff didn’t really get the whole ‘Let’s delight the customer’ vibe, compared to other hotels around the world.






Stayed: April 2018, travelled with family
1  Thank Steve C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 5 weeks ago

Dear Guest:

First of all I would like to thank you for your detailed feedback regarding your recent stay at our hotel resort. It will certainly help us to keep focus on customer satisfaction and fulfillment of our hotel standards.

However it is a pity that we have not exceeded your expectations; accept our sincere apologies, all your observations have been forwarded to the General Management of the resort as the guests satisfaction is our priority and rest assured we will be constantly striving to the excellence in our services.

We hope to have the opportunity to change your perception in the future as we believe you will enjoy our new services.

Please, do not hesitate to contact us at our email address info.tulum@bahia-principe.com

Sending you our best regards,
Elizabeth Villaseñor
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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