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😒 3/5 - Excellent Food was the only Five Star part
By 👻 @TravelinJay, 03/23/2023 3:00 am
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The food was really top notch at the à la carte restaurants, and there were several (since you have access to the entire Bahia Principe set of hotels there). The buffet was good, but I wouldn't bother with the seafood night - there was more seafood the night before (Mexican theme). Although the food was good, the à la carte Japanese restaurant beside the lobby ran out of white wine (but it was available at the connected lobby bar?). The buffet ran out of white wine on more than one night, but it is also connected to the lobby bar which did have white wine. The beach is very far away and the overall resort is huge - there are about 10 bus lines to get you around and you must take one to get to the beach. After the bus ride to the beach it's disappointing to note that there are rocks along the entire length of all the resorts, so you have to walk outside the north end of the resort to find actual sand. Also, it was very difficult to get sun chairs - many are reserved early in the morning by people who never show up, similar to most hotels down south. So not really a five-star experience. The room was dated with chipped tiles and a delaminated mirror. There was no hot water at all one day (we were told it was hotel-wide) and the rest of the week the water at the sink was only ever lukewarm. There was also mouldy grout in the shower and we were missing towels on some days. The minibar was not always restocked. When the shower conditioner ran out it was not refilled for the remaining three days of our stay. There were what looked like bird droppings splattered on the outside wall, and friends of ours had it all over the windows. It was not cleaned during the entire week. While our air conditioning worked, our friends' did not cool the room much. Ours would not stop even with the thermostat, so it got really cold one night and there is no heat. As such, I really didn't feel like the room was five-star. Lastly, the hotel sent a survey where I listed this issues. I waited several weeks before posting on TripAdvisor, hoping for an apology or some sort of reassurance that this was not normal. Instead, I got a cookie-cutter auto-email saying my comments would be forwarded to the departments involved, but no other text or personalized response. I also believe that a five-star resort should do more to read and respond to the surveys they ask guests to fill out. So not feeling like a valued guest. I will not return, especially for the price. The quality is just not there.
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