TripAdvisor Traveler Rating

Excited for the location as it was marketed as LUXURY! I will start with the entertainment staff was great! A lot of fun! Other than that customer service was terrible across the board. - Front desk lacked any empathy for issues - Housekeeping responsiveness was horrible (didn't get wash clothes for 2 days; rooms were minimally cleaned (hair that didn't belong to us was in the shower) blowdryer didn't work took a full day to get a new one). - Very difficult to get restaurant reservations even though restaurants were never full. - If you have a food allergy beware because there was cross contamination at all buffets (ex: no separation of shellfish & other items) - included alcohol was not impressive Do your homework before booking!

Arrived on a Wednesday my person that explain the room was rushed and failed to explain how to use the lock box. Told me restaurant were closed except for bbq place by pool. Went there and they only hasd a super dry chicken cold and hard onion rings and the tables around were all dirty. Had to ask for them to clean. They provided no knife so I could cut anything had to eat with food hanging from my fork. Selection of dressing was only ranch. Room on second floor has pool music until 6 and trivia games so no chance of napping after being up since 3 am for travel. Then music moves to lobby which you also hear until 11 pm and no chance to sleep. Took a shower and water went all over the bathroom as shower head is broken. Rooms are so cold and changing temperature makes no difference. Not sure I’ll be able to rest for this resting vacation. Asked for a room and no luck. Buffet food is open and the food is good. Service otherwise seems good. More to come but not a good start

Very large resort. Beautiful grounds and very spacious rooms. Beds are very comfortable. There's always choices for food. There's always something to eat. Drinks were on point. Very friendly staff. My only setback was that the beach at the adult section was not all that. It was very small and shallow. I would definitely go back to Bahia Principe Luxury!!

Our stay at Bahia Principe Runaway Bay (Luxury) was marred by severe safety issues and poor customer service, ultimately ruining our vacation. The second night of our vacation, (our second room) in the early morning hours we experienced a frightening explosion that sounded like it came from directly in our ceiling or on the roof, in our room (26708) that filled the air in our room with suffocating fumes-literally suffocating us as we were gasping for air, our eyes were burning and tearing- forcing us to run out of the room, down the hallway barefoot in pajamas, to the rest of our family to wake them up. Despite repeatedly requesting information on what caused the explosion and the chemicals released, we've received no details-only vague reassurances, which feels incredibly shady. When we asked for a copy of the incident report, we were told we had to email customer service (which I did after we left the resort. We have a right to know what we were breathing in and what health risks we may face. Upon arrival, we encountered lengthy delays, in contrast to our family members, who were immediately escorted to their rooms. We were told it would be a short 10-15 minute wait, but we spent an hour and a half in the lobby, followed by another hour and a half waiting for our luggage in the room We made multiple calls to the front desk regarding our luggage, each time we were told it would be "a few minutes" or it was "on its way". This delay cost us our entire first day, which was spent waiting instead of enjoying the resort. The issues compounded with our initial room assignment, which reeked of mold and showed visible signs of it. When we requested a room change, we had to wait until the next day and pack our belongings for a mid-day transfer, which only further disrupted our vacation. Additionally, we went without a room for a full day, no access to a private bathroom, shower or anywhere to rest. - our luggage again, was not immediately brought to us. After the explosion, we were given a room in another building than our family, while we waited for a room to open on the same floor of their building. Our third day was again spent waiting for a mid day room transfer we were told would be "priority" and would have our room shortly after 12pm, however it wasn't until after 4pm the next day we were given a room, and another long wait for our luggage. Again leaving us without a private room to shower, use the bathroom or rest. When we asked for proper compensation for these issues, (three days without a private room that we paid for) and the explosion, we were offered only a 25-minute massage or a $50 lobby shop voucher, which felt insulting as a spa manager myself. Despite expressing that this offer was inadequate, nothing more was done. The lack of transparency and unwillingness to release information about the chemical involved in the explosion only adds to our frustration. substandard conditions. Roaches should never be in dining areas of restaurants, that's when you know the infestation is bad. Half our vacation was spent without access to a private room or waiting in the lobby, and the other half was overshadowed by trauma from the explosion, being unable to sleep in fear it would happen again. I have sent emails to countless people and nobody has responded. We strongly caution others considering this resort-our experience was marred by safety hazards, subpar service, and a disturbing lack of accountability. * although I don't have a picture of the explosion because they wouldn't tell me what it was, attached is a picture of the roach on the hibachi table.

The hotel is beautiful and enjoyed the amenities. It was well-kept and we enjoyed the different events. I wished there was more authentic Jamaican food. Also, during our stay, we were tricked to attend a Time Share presentation. We were told by someone named Latoya that if we go to breakfast at 8am, we'll get a voucher just because it was the anniversary of the hotel. We ended up wasting 2 hours with a time share guy that starts with an a S, regardless of telling him we were not interested in buying. We verbalized we wanted to leave several times during the presentation, but he kept mentioning that he'll lose his job and that he will not be able to feed his son. Obviously, it was just a ploy to make us feel bad in order to stay the full 90 minutes. I also did not like the fact he had the nerve to say we wasted his time, even though WE told him several times, we were not interested. He was very rude, condescending and the people at the time share building are the main reasons why we would not consider coming back. Everything else was good and decent.