TripAdvisor Traveler Rating

3rd time we've visited this hotel and paid extra to stay in adult area on the three occasions. 1/ people smoking/vaping round infinity pool signs not large enough as you enter pool area 2/ kids in adult beach area again signs not large enough 3/ buffet meals weren't up to standard like last year 4/ kids in swim wear walking in lobby with wet feet 5/ we stayed in a junior suite it wasn't a 4 poster bed as advertised on website and you've paid a lot of money for those little things 6/ as for coffee/ tea bags/sugar it was diabolical the amount you got in your room all that money you've paid for luxury and we where getting 2 english tea bags sometime 1 the amount of times I asked for extra we didn't took 3 days for a carton of fresh milk to arrive then I had to ask restaurant for it. We still enjoyed holliday and staff where brilliant and polite as they are always 10/10 entertainment team you can't fault them thanks Jose for the laugh you gave us two personally guest experience manager vallentina spot on she went out of her way to help you. Rooms apart the drinks problem the rooms was cleaned to a high standard. I think the sliding door with netting needed to be replace as it had holes in.and coming away on side. ROOM 83236 the only thing is we won't come again in August, possiblySeptember mat suit us

I was not happy with the buffet or the food choices. I stayed on the Akumal side to have the option of better restaurants and room service the room service options were terrible. And I was unable to go to any restaurant that I wanted because I was constantly told they were booked, and there was nothing they could do. I would not recommend this hotel or would I return. I never leave reviews

Must thank the privilege Club team sales and members services for offering my husband and myself not only a great deal but the opportunity of a life changing experience I goo to spend the last 5 years with my husband before he became ill and passed. The Bahia staff and their impeccable services and staff made us feel welcome and loved. Family away from when you buy into the privilege you truly become apart of a real family. I strongly recommend this club. Services and staff are amazing the huge savings going world wide and the travel portal with its electronic currencies are a big plus. Try my Privilege family??

Our second time at the resort, 1st time was in 2019, and the place is simply amazing. Don't listed to the negative comments, it is what you make of it. We had a private Transfer, chose not to take the coach transfer. It took a while to get through to immigration but once out the Tui guys were on hand to assist. Be careful there are porters at the airport who attempt to help you with your baggage, so no to everyone until you meet you Tui guy for the transfer. On arrival, check in was very smooth, the staff at reception are amazing and a BI SHOUT OUT TO JOSE. Fantastic service, thank you :-) We stayed at the newly renovated room - amazing, cleaned and replenished, we made a request for orthopaedic pillows, extra chocolate cold milk, coffee for the coffee machine and sugar - amazing service Pools - all amazing, you do get the bed reservers for the parasols and when we went in August, it was very hot, you do need a shaded are for the afternoon. ****The hotel do need to enforce a policy of NO RESERVING SUN BEDS before 9am, and if people are not on the beds within 2 hrs of reserving, towels need to be removed - end of, no excuses. ***** It works very well in other hotels.***** Buffet - excellent, always tidy and the staff do work really hard, A SPECIAL MENTION TO JESUS, who made our time special :-) A la cartes are all excellent, our least favourite was Dolce Vita (poor service and food), we reserve Ku'uk, Le Gourment Coba, La Totuga (Brazilian), Thali, Mikado - Teppanyaki. . We did do an excursion, snorkelling with the Turtles, they do have a stand by the pool and at guest services but TRUST ME - GO WITH DARWIN ZETINA HUERTA, message him on facebook, he bypasses the big groups, it will be just you guys and he is FANTASTIC. He takes go pro footage of when you are snorkelling and send it all to you for a tip you see fit. Guest services were very good, active, alert and listened and took action on any feedback. A SPECIAL MENTION TO IRAIS. Thank you. ** Just for your attention, we already had Irais looking at any feedback we gave but when we have multiple people from Guest services contacting us about the same issue - it does become an overkill, so please communicate between yourselves. A fantastic holiday, excellent service and we could not fault it. Thank you to everyone, keep being amazing.

If you are thinking of booking your holiday here the simple answer is DONT. When we arrived the reception area is breathtaking and the view out over the beach is stunning and you think wow this is fabulous. Hold on to that feeling as it quickly turns into frustration and disappointment. There was seven of us in total and we were allocated 3 rooms in block 77 which is the furthest from the reception. We approached the block and the smell of sewage and drains was very overpowering. We opened the door to our room and were welcomed by a musty damp smell and a very dated room which bared zero resemblance to the one advertised in the TUI photographs especially the bed situation. We were two adults and a 17 year old and had 2 single beds and a make shift bed in the corner which was a 3/4 mattress on a concrete slab. In fact it turned out the 3 rooms had the same smell and layout problems. We returned to the reception to speak with the front of house team to discuss our issues only to find a long line of people requesting moves due to issues with the rooms they had been allocated. Finally it was our turn to discuss the issues with the reception only be told that there were no other rooms available as they were fully booked. I explained to them that the room we had been allocated was not what we chose when we booked the holiday with TUI and then had to highlight the room image on our booking confirmation. After 45 mins of arguing with the front of house and the manager it was agreed that the rooms were incorrect and we were moved to block 75 by Gabriel who was the highlight to a very negative start of the holiday. Although we still had to pass through the smell of block 77 daily to get to 75 the new rooms whilst very dated did not smell and at least we had a king size bed although the 3/4 mattress remained. We found out very quickly that if you wanted a lounger around the pool especially with an umbrella you had to be up very early. When I say early I mean between 04:30 & 05:30 as that’s when the beds were be reserved. If I was reading this review I would be saying “REALLY” but I can assure you this is the case. The pool area is dirty and the pools themselves really could do with some TLC due to broken tiles etc. The daily entertainment team around the pool were very good and worked tirelessly all day in the heat to try and engage with the holidaymakers involving them in games and other activities. The evening entertainment isn’t great and is finished by 11pm most nights. The buffet restaurant has a vast choice of foods with the theme changing daily which becomes repetitive and the novelty soon wears off. You can also eat in the hotels Ala Carte onsite restaurants and have a limited number of reservations depending on your length of stay. These can be booked through the app however trying to find a space before 9pm is impossible. We spoke to guest experience to try and get earlier bookings but were told that the restaurants were all full. Out of 14 reservation opportunities we managed only 6 bookings and they were all 9pm. This hotel is advertised as 5 star luxury which it simply isn’t and if you book here for a luxurious experience you will be very disappointed. Whilst the hotel is a major disappointment and the review I have given is negative I must give credit to the staff around the resort who are fantastic and work tirelessly and try their best to give you the best experience possible.