TripAdvisor Traveler Rating

I went to bahia principe grand tulum mexico in September I made loads of freinds . I love it that much I was surprised to go again in may . This was the best experiences ever kids club was great teens club... was amazing and also the staff around the hotel was amazing. The best of all the entertainment team was excellent. But let me say the entertainment worker's fernanda and itzamaray were the best they made sure I was having a good time

The hotel was nice and clean. The customer service was not good at all. There was not very many helpful employees. it seemed like they were bothered every time we ask them a question also, we were never ab...le to make reservations for à la Carta, even though we checked in 10 days before through the app everything seem to be booked except when we paid, all of a sudden a reservation opened up, but I had to pay 1000 pesos for 2 people for it. When somebody canceled a reservation from the à la Carta we were able to book, but my family was a family of 12 and we were only able to book 2 or three people at a time that was horrible and it took over our 2 reservation allowed and not everybody was able to eat from my room. also, all the other hotels I stayed at we never had to pay for the shows and now two out of the five shows that we saw we had to pay for them which is was ridiculous. The TV and the air conditioner in one of our rooms was not working. We had to have someone come out and fix it. They fixed the TV but not the AC. in another room, we had a completely change it because the AC completely was broken, and even then they were given us a hard time making us wanting to wait for someone to fix it after day two of our stay. On a positive note I will say the personnel in the food truck is very nice and also the guy that was attending the bar at the food truck. They seem to care about the service and the people they took care of. The check-in process was horrible. The personnel there all were very rude and not informative again we reserved fire rooms and it was a party of 12 and each of us had the same experience. The buffet was good compared to other places I’ve stayed at, but I definitely think they need more personnel.

This is our second time to Bahia Principe resorts. The first time in Coba and this trip Tulum. I love this country, our experience has been the best so far. On arrival the staff were accommodating, the hot...el spacious and great space. The food, drinks and shows were amazing. Everyone was amazing. The TUI reps were brilliant especially Houda (Coba) was so helpful and whenever we needed she went all out to the us and ensure our stay was comfortable, safe and enjoyable. Thank you. See you in2026. Xxx

Really disappointed in this hotel! We were so excited to be visiting here but our expectations were dashed pretty much straight away! The grounds of the hotel are lovely and the animals are amazing to see ...but that’s about where it stops. Rooms are dated, our ceiling bathroom is mouldy and leaking and our room and bathroom full of ants ( probably due to lack of room service) food is average and you don’t know what half of it is as it’s not labelled. Al a carte is a joke you can’t even get booked in for 1 never mind 3 in a week! Self serve beer runs out and doesn’t get replaced which causes large queues at the one man serving bar. A really nice place that needs lots doing to bring it up to scratch. Also there is some animal muck up our stairs and has been there 5 days and not cleaned, also smashed tiles not swept away which are sharp and dangerous. We have another 5 days left and just going to try and make the most of it.

As someone who has never travelled outside Europe before, I was a little worried about going on a long haul flight and didn’t know what to expect but I can safely say that I had the holiday of my lifetime.... The resort itself was so well run and the staff looked after us so well, we will be returning soon. The heart of the hotel is the staff and I would just like to mention a few of the people who looked after us unbelievably well. Enrique truck Jorge truck Maria lobby Ana lobby Roberto truck Juan pool Julio pool Gabriela lobby Fernando reception Gianpoulo entertainment Maria reception guest services Josephina guest service Leonardo bellboy and so many more. The people who work there are the fibre of what the whole experience is about and the effort they put in is amazing considering the amount they get paid. I will be back and hope to see the above people mentioned. Absolute diamonds the lot of them.