General Policies & Fine Print
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating17324 reviews
Not a bad experience, but...
We were at this hotel from February 20 to 27 2024 as a family of six. The first thing there is to know is that it's a big resort and there is a lot of people everywhere all the time. This is not a place where you could stay in your little corner of the beach or the pool. That being said, we did expect to get some relaxing moments, which we did, but at specific times and places. Lets talk first about the pools, because that is the point that upsetted me the most. The whole "reserving your chairs at 6 AM with towels" is unfortunately the only way to get a place to sit. I personnaly don't understand this. In February, it is still quite dark and chilly at 6 AM, ad we could already see people reserving their chairs, and often, they didn't show up until much later in the day. So, when you walk around the pools at 8h30-9h, all the chairs would already be "reserved", even if there are signs at the quieter pool saying that it is frown upon to do so. The hotel doesn't do anything to discourage this. People working at the bar don't seem to realize that it would be better to have costumers paying tips for drinks than having empty chairs with only towels on them... Some people will then find loose chairs and put them wherever they please, even right beside you, not leaving some kind of buffer zone, which was a little invasive to me. I felt I always had to fight to keep a personal space. The beach for this hotel is rocky. You need water shoes if you want to get in the water. People had to go to the beach of the other hotels of this chain, Akumal or Tulum, to get a nicer beach. But on the first day, my husband opened his big toe on a rock in the sand, so you have to constantly look where you walk. The chair and palapas on the beach are very close together so again, there is no real possibility of personal space. There is a bar at the pool and the beach, but no service, so you need to get up and get your drinks. The lines are long sometimes, 15 minutes of waiting for a couple of drinks. You need to get at the main buffet at the opening if you want a good table, plates or enough food. Later, there will be a line up at the entrance. The food is not entirely bad, but more often that not, it was overcooked or cold, no in-between. The menu is rather kids oriented; burgers, hot dogs, etc. The pasta sauce was too liquid for my taste, so I never took any. There is always a line for the pasta station and there is often confusion regarding the start of the line and that makes people angry. The Mexican food station was not tempting to my taste, so I never had any either. The service is not bad, I have to say that they work very hard, but it can be long to have a drink, let alone have a refill of wine. They have so many people to attend to, the buffet is also very crowded. The restaurant close to the beach has a little lunch buffet with pizzas, mac n' cheese, salads, fries, chicken. There is another snack bar by the "quieter pool" where you order at the screen and wait to be called to take your food. The selection is not very large but it is the only place in the resort where you eat warm food. The "A la carte" restaurants are hard to get into. You have to reserve on the hotel app in advance. Take a moment to download the app before you arrive and to do your reservations. There is a policy that your reservation will be cancelled if you arrive 5 minutes late at the restaurant, and a no show will cost you 20$ US, so you need to cancel in advance if you don't think you can make it. Some of the "A la carte" are at the other hotels, the Mexican is at the Tulum resort for instance. There is stess and confusion about getting there on time. You need to be on the 3rd step in front of the lobby at least an half an hour in advance, so the trolley can take you to the other resort, and when they drop you off, you have to wait for the trolley that brings you closer to the restaurant. The trolleys are suppose to come every 5 minutes, but if they are already full, you have to wait for the next. I wanted to go on vacations to be able to go to dinner at my own rythm, but you always have to time yourself to avoid or the lines at the buffet or the confusion with the trolleys. But I have to say that the Gourmet restaurant and the Japanse were very good, altough the service is quite fast and they might frown if you ask for a second glass of wine. At the Mexican "a la carte" for instance, they ask you if you want coffee at the second you put your fork down. The room was nice, clean and spacious. But there is no water pressure in the shower or the bathroom sink. The Silent Disco at the pool is extremely cool. They give you headphones with choices of music from 3 differents DJ's. People are all dancing together and I had a great time. The entertainment team is going all the way to take care of everybody, they work very hard. So, I didn't have a bad experience, but I missed the personnalized relationship you can built with the staff in a smaller resort. I felt that I was in a chain and that every move had to be timed and hurried. The lines everywhere, the lack of service during the day, the constant battles for personnal space, the quality of the food makes me rethink a potential return.
The rooms had a foul smell to them and it wasn't just ours, it was other budlings as well. The beds are super hard, feel like you are sleeping on a box spring. They only give 1 bath towel per person. 3 sodas and 2 beers in the mini fridge. The food at the buffet is bland with no flavor. People get up early to put their towels on chairs at the beach and pools so it's rare that you get a chair because they don't move them all day. Coba beach is small but has beautiful fish that will swim by you. There is transportation daily that will bring you to the beach and other resorts.
DONT LISTEN TO NEGATIVE REVIEWS!
the resort was fantastic! I went with my girlfriend and a bunch of our friends. The food was exceptional! You must try the Brazilian and the Japanese. The buffet was limitless and great quality with themed dinner nights. The rooms were beautiful although the outlets and lighting could use some fix up. Pool and staff were so friendly. Activities by the pool were amazing. Hacienda was so much fun at night with a nightclub and casino. 10/10 would return
If you play tennis... you need to stay here!
We went to Bahia Principe for my partner's 40th birthday trip, and the resort was great but our highlight was definitely the tennis coach, Néstor M., and the tennis courts. Néstor gave me the best tennis coaching I've ever recieved, by the end of my trip I learned how to serve and was crushing it! He gives free lessons every day at 8 am, but is willing to stay back and help you if you are willing to learn. He was always helpful, friendly and the courts are very well maintained. I brought my own racquette, however the resort has plenty of racquettes and balls for you to use. Thanks for the amazing time!
Amazing tennis court, best instructor - Nestor
The highlights of the trip was being able to play tennis at the amazing courts overseen by Nestor. We had private session with Nestor and it was such a fun, educational and friendly experience. You can tell the man cares about our experience and that we have the best time, he was accommodating with our changing time with our booking, and during the lesson, he condensed a lot of knowledge and gave us solid tips on how to play better. If you're an avid player and loves the sport as much as Nestor does, take him up on the lesson or one on one and you won't regret it.