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Reviews (13,774)
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Reviewed 24 April 2018

We stayed at the Grand Bahia Principe Tulum the last week of February. The grounds are quite impressive. The resort is very large, and they are constantly working to keep it clean and beautiful. There are always activities going on around the pool, and nightly entertainment. The employees are always smiling and very friendly. Things that could change: You are only allowed to schedule three ala cart restaurants for the entire week, and even if you schedule as soon as you get there, the available times and restaurants are very limited. We did get a forth restaurant by agreeing to buy a bottle of wine. I think the least expensive bottle of wine is like $32 U.S. dollars. Don Pablo was by far the best ala cart we ate at. We did pay the $40 one evening to have a lobster dinner on the beach. We were told we would have our choice of wine with dinner, but instead we were only offered the same crappy house wine, and believe me it was terrible. There were times I couldn’t even drink it, as it tasted spoiled and like vinegar. Also, the Privilege Club people are border harassing. We decided to go for the free gifts, as they told us we would be back by 10:00 a.m., which was a lie. I realize that these people have to make a living, but they would not let us leave! They kept us in a noisy room filled with chatter (so I couldn’t listen to the spiel if I really wanted to), and had about three different people continue to try and sell us something. The one guy (I can’t remember his name) from Canada with terrible cigarette breath was so, so, obnoxious, I thought I could puke. After more than two hours, we just got up and said we were leaving. The beach was full of seaweed. They could work on it 24 hours a day, and still not be able to keep up with it. If you wanted a lounger around the pool, you had to get up early and reserve one. Two of the days we were there, there was not one single lounger left by noon. We had to put our towels in the sand under the trees. We could have put our towels down before we left for our morning tour, but that is rude to the other guests. The resort should make sure they have plenty of loungers for everyone. Also, there was always a line at the pool bar. Most of time, there was only one bartender working there. There are limited restrooms by the pool, and they were not kept very clean during the day. The lobby was under construction. A large section was partitioned off, but I never saw anyone working on it.
All in all, we had a good time, but would I return? Not likely.

Stayed: February 2018, travelled as a couple
3  Thank Pamela H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 24 April 2018

Dear Guest:

We really appreciate you taking the time to send your valuable comments about your stay with us as it helps to maintain the quality at the hotel.

It is a pity that we have not exceeded your expectations; accept our sincere apologies, it certainly does not reflect the commitment and the quality that we have exhibited for many years.

We review the incidence and deeply regret the situation; our staff always tries to give the best possible experience to the guests; and we give the proper follow up to all the requests and necessities during the stay of our customers.

In reference to the lobby building maintenace, we would like to inform you that Bahia Principe Riviera Maya Resorts are making an effort to meet the needs and expectations of our guests, started this new project of renovation that all our guests can continue enjoying our little paradise, and still maintaining our high quality of service, providing a wider choice of facilities. In this sense, we must add that the renovation work is only made at reasonable times in order to preserve the peace and calm of our guests. The location of the work is not a problem for the total enjoyment of our facilities, as it is quite separate from the areas of service. In case that our guest present any discomfort, we always make the best in our hands

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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 April 2018 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
3  Thank wally424
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 23 April 2018

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 23 April 2018 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
2  Thank Adriana A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 23 April 2018

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 23 April 2018

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 23 April 2018

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 22 April 2018 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 23 April 2018

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
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