TripAdvisor Traveler Rating

I really like this place. the staff are SO sweet, it has good drinks, tasty food and adorable little animals ???? it’s very hot here though, I recommend buying mini fans from the stores. the shows are cool too. but my favorite things are the racoon-like animals . oh my goodness, I really love them , they’re so cute ?? my only recommendation is that maybe we can have more cool air inside buildings , that would be awesome ???? I recommend this place for people who love tropical places ??

The worst experience that we've ever had at a Bahia Principe and the last time that we ever consider coming here. We're currently still at the resort, returning home midway this week. As adults, we used to always go to their Sian Ka'an resort which was fantastic. Now that we have a toddler, we had to find an alternative and this was it. Here's what you need to know if you want to come to Tulum: 1) There is no functioning A/C or fans operating in the buffet area (breakfast, lunch and dinner). My little daughter almost fainted a few times so parents with children beware. This is NOT a family friendly establishment. 2) Almost all power plugs in the lobby area are not functioning. 3) The room was not ready when we got here and when we finally did get it, it clearly has not been cleaned with pubic hair reside from the previous customers. We had to ask 3 times for a deep cleaning before it got done. 4) On the way to our unit on the ground floor there continues to be a paralyzing smell of sewage mixed with mineur. 5) Don't leave your food unattended. Why you might say? Well you have groups of birds and this ugly looking raccoon like animals going around the entire resort (including the seating area tied to the buffet) eating, fighting with each other and making very annoying noises. Windows are open, instead of fenced, allowing them in as if they lived here. 6) When I shared my concerns with the so called Manager at reception today (name is Kevin), instead of taking accountability for the overall situation and coming up with some kind of reasonable solution, he just kept talking about future maintenance plans. Their team chose not to prioritize the needs of their customers over their pocketbooks. Well I'll tell you that my pocketbook will close permanently to any Bahia Principe resort. 7). I'm having to constantly request more towels and water bottles every single night to account for the needs of our little one. 8) No service from the pool area. 9) Completely watered down drinks at any of the pool bars with limited and quickly depleting options. 10) Anything half decent at the buffet gets quickly used up on a first come first serve basis instead of having enough supply to effectively serve the massages. I'm not being picky; I'm referring to items such as grilled chicken, etc. This is the second time I've ever submitted this kind of terrible review my whole life. Hoping to help other fellow travellers avoid a money trap at Tulum and the browser Bahia Principe resorts. Again, your call to make but don't say that you weren't told about the deteriorating situation. Cheers.

DO NOT RECOMMEND this hotel! It is the worst experience of my life! Yesterday(10 July 2024), I checked into this hotel with my daughter (4 years old). They put us very far from the center... Even though I mentioned that my child is young and asked for a better location. The room reeked of dampness, and there was no hot water! The water was barely warm. When we went to take a shower, water started pouring from the ceiling. My child started to panic, thinking we were going to drown. We rushed to the reception, where they promised to fix everything. When we returned 1.5 hours later, there was already a lot of water on the floor. I ran back to the reception with my little child (which was very far from our cottage). It was already late, and the little one wanted to sleep. I asked to change the room! And then the long wait began! It's off-season now, and there are plenty of empty rooms here. They kept us waiting for about 3 hours... My daughter and I came alone, and my husband had to call the reception from the USA because he was very worried about us. My nerves couldn't take it, and I just broke down in tears at the reception! This is incredible stress for me and my child after a flight... we expected a different level of service... Just shocking! This time they put us in a good room, and we found out that the hotel does have hot water! They left a small bottle of tequila?? Disgraceful! Keep it for yourselves! How can you treat mothers with children like this...

We have just returned from the most fabulous trip to the Bahia Principe. I can't believe that I'm so delighted even when we got a direct hit from Hurricane Beryl! This was efficiently managed and it was humbling to experience the staff working so hard to make sure that our holiday was not impacted more than it might be. We felt totally safe & informed the whole time. We were given provisions in case of the worst and every room is built as a hurricane shelter. Aside from this we thoroughly enjoyed the beautiful tropical grounds and pristine communal areas. We were in a beautiful upgraded 2 bedroom suite offering us space for our teenage children to have their own space, air-con & bathroom. The absolute highlight for me was doing yoga every morning underneath the palm trees with the sound of the waves. This was led by the incredible Victor. It wasn't something just to fill out the schedule - he took great care to know each individual's level and push them accordingly. Throughout the 2 week stay, I managed things that I would have never imagined! He also used his cuban ballet training to encourage my 14 year old daughter though inventive yoga sessions. Victor is kind, professional & passionate about his job...our whole family would almost return to Bahia for the yoga alone! All of this is not to take away from the huge team of friendly staff who simply cannot do enough for you. There are places for everyone - whether you want a pool party, to quietly read your book, exercise, walk along the beach or simply to enjoy the many food/drink options, there is space for every mood!

We travelled from England to Mexico July 1st to July 12th, early on in hurricane season, expected rain.. not a hurricane but we did get one, and it was HOT I’ll start with the positives, the hotel is very clean given the size and the area it covers, one place I’d say needed extra attention was the tables by the pool these were always covered in drinks from the day before and therefore attracted lots of ants Very good pools for different people, we travelled with a 19month old so stayed around the children’s pools but he loved them and we were very happy Our room was lovely, clean always had fresh sheets and towels a stocked mini bar for free use and a coffee machine - this was a premium room as it was our honeymoon and I would highly recommend staying in one of these rooms I will get to the reason why later The food was good throughout the hotel, the speciality restaurants especially the Italian and Japanese at the cobs were amazing with great service Could not fault the staff, they are incredible and make your stay! They work so hard, the entertainment team were also great! I want to say a special thank you to Jorge who served us most mornings at breakfast and lunch at the beach bar he went above and beyond every day we tried to find him on our last day to tip him and say thank you but he was not there! So I hope he sees this - you are amazing! The little carts that take you around the resort and to the other hotels are so good I’ve never seen anything like this but they work amazing and again the staff are exceptional They worked amazing to prepare the storm for the hotel what an unbelievable team - as for the TUI reps they fled before anyone had the chance to speak to them, a huge shame. Onto the negatives, this is NOT a 5 star resort, more like a 3, this was our honeymoon so it was very disappointing to be advertised as such luxury when it really is not Firstly the room - this was a lovely room that should be a standard room in a 5 star hotel I definitely expected more with upgrading to premium, during the storm we were moved to a ‘safer’ room in one of the standard rooms and the difference was ridiculous- so old, dark dingy and dirty full of bugs everywhere ants all over the beds all over the sinks there were two crickets in the room we had to catch and let out it was not acceptable should never be the standard of a room in a five star hotel - I left as soon as the hurricane passed it was disgusting. When I first seen the room I complained to reception and was met by a nasty man who basically laughed at me and said it’s for security I explained the room was filthy and full of bugs and I had a baby with me he said it would be cleaned but it was not if I booked a standard room in this hotel I would of left - this ‘safer’ room flooded during the storm whereas our original room was left untouched. The food was good but made uncomfortable to eat by the airflow in the dining area it was uncomfortable and led to not much being eaten! Something needs done about this I appreciate it’s an outdoor set up but more fans need added even the staff were sweating There was self service drinks areas by the pool which was great but they could not keep up with the glasses - you can take your own bottles to refill and I would recommend doing so! However the drinks machines were often off due to faults or running out and not replaced which was disappointing We did not use the beach just due to having a baby with us but there was a lot of rocks and seaweed - the staff try so hard to reduce this but it is impossible to fix. There are no lifts in the hotel and we were place on the top floor which was obviously not ideal with a pram so consider this when booking! We also had a lot of difficulty with getting the baby’s bottle warmed up just due to language barriers I was told there was a microwave in the restaurant for this but it was not working and there is no kettle in the room. The ground around the pool area is SO slippy my son often slipped and cut his feet there is wet floor signs everywhere which do absolutely nothing but ruin the aesthetic - of course the floor is wet it’s by a pool - it needs fixed it is unsafe. There is also not a decent nearby shop to buy baby supplies so bring everything with you! I payed 30 American dollars for 20 nappies which is appalling. Lastly, drinks - we did not get a decent drink when we were there the alcohol was watered down and given in little plastic cups, I had to tell a bar member how to make an aeprol spritz I appreciate this is a Mediterranean drink but it is known worldwide. All in all we had a nice stay, the weather was really good but uncomfortable with no aircon in the hotel. Expect a nice hotel with okay food that is good for kids but this is not a luxury hotel in paradise which is what you expect from booking I’m glad we booked 11 nights instead of 14 and I think tui need to reassess this hotel in there advertisement asap