Bahia Principe Grand Coba - 77760 Tulum

Just got back from this hotel, spent 10 days here. Beautiful hotel but, needs some money spent on the outside seating area! In 10 night got a seat once not good. Food was good but, NO SPOONS ON ANY VISIT!! Some of the staff are lovely and service you but, we waited some morning 15/20 minutes for a cup of coffee not good in the morning. Our room was so dark as the trees were blocking the view, first time ever we have not sat outside in the evening as it was dark all day, evening. Beach had no water sports as we were told we’d have a hour a day free.

Unfortunately, this property does not live up to it's 5-star rating. The suites are in need of refurbishment. Face clothes are only obtained upon asking. Facial issues not supplied. Coffee makers have been removed from suites "due to Covid" (so I was told). Key card access is often a problem. You must take a shuttle to one of their other properties to get to the beach. The food is good and wait staff friendly and attentive. If you are going to spend the money for a 5-star hotel, this is not the one to get the best bang for your buck !

Resort was very nice with plenty to do. There are many restaurants to choose from that offer a verity of different foods from Italian to Japanese. The room is a very good size with a large bed. The pool areas are very nice with a swim up bar in one and a water park in the other. The beach is lovely white sand with a bar for drinks. The ocean is nice and warm in May and there are plenty of fish to see. There is a large amount of seaweed though which does cause a bit of a pain when swimming. The entertainment at the hotel is very good especially Josafat who is very friendly and engaging.

25.12.21 500$ USA has been stolen from the safe while we were on the beach! Is it happy Christmas from the hotel???? This Christmas we've spent 4 hours at the police station making the report about our stolen money. We came back to our room after the beach and found our room and safe opened. We had to insist on drawing up a protocol, which the staff did not want to do and then did not want to sign it, talking to each other in Spanish and not explaining anything to us. This is a terrible level of service and guest support. Paid a lot of money for this hotel and feel completely unprotected and abandoned here. The staff didn't want to help, they just sent us to do everything on our own at the police station, they even didn't offer a help with the taxi, despite the fact that all our money has been stolen! It is the worst hotel ever. The staff doesn't care about you at all and you are not safe at this place.

Our flight was involuntarily cancelled and next flight wasn't until the next day- so we arranged to have our stay pushed back by one day. When we arrived, staff were confused and said we should have checked in the day before. When we explained, they said we couldn't change our reservation and we would have to pay for an extra day- but they didn't give us the money back for the day that we didn't stay there (felt cheated). I had signed up for the loyalty program that allows us 5% off on reservations, but staff said we couldn't use it (doesn't even make sense). The phone app did not work and online account room requests and restaurant reservations did not work. We were told that staff at check in would be helpful in setting up our restaurant reservations. When we got to check in, staff would not help us and directed us to a kiosk to make restaurant reservations. The kiosk would not recognize our reservation and so had to wait for a member of guest services to assist. Most of the restaurants were already booked and so we had to take reservations to eat at 9:00pm. The whole process took almost an hour and the staff told us she would email us our reservations. We never received the email. When we showed up for our reservation we were not allowed in because they said we did not have a reservation. We were told there was 24/7 room service and snack bar service- neither of these were true. The pool that was supposed to be the "quiet pool" was occupied by kids jumping and splashing and babies crying. Staff members did wear masks but did not monitor COVID regulations for guests. The rooms appeared clean but had a musty odor that lasted the entire time we were there. Every morning there was a nasty burning odor outside for about an hour. We were told we could go to the sister resorts next door, but staff at the sister resorts would not serve us alcohol drinks but were happy to take our money for the drink of the day specials. The entire time we constantly had trouble because in the system they still had us checking out one day early. The staff were not helpful with issues that came up. It felt like once we paid we were treated as a number. The stay was frustrating, we spent a lot of time in line and dealing with issues that came up. Not a relaxing stay. I normally do not complain and am flexible but this place did not live up to the 5 star rating it gives.

Unfortunately the management does nothing to enforce the pandemic rules on the guests, so you have hundreds of people flaunting the rules and walking around inside without masks. The workers are friendly, most of the food is excellent and in general it's a fun place to be. My whole vacation here was great and would have been five stars until I tested positive. Once that happens, you're isolated and treated as a burden instead of a guest. You'll be relocated to a deteriorating room that they wouldn't be able to give away. There are bugs all over the place in mine and a layer of grease on the floor somehow. One of the weirdest things is that there are no blinds to be closed so anyone can look into your room and you have no privacy. They deliver three cold meals a day to you. The front desk reluctantly took my calls and they actually refused to acknowledge that my cold food was an issue, saying that's how it's supposed to be served. To their credit the food is varied each day and would probably be great if it arrived hot or even warm. When you're stuck in a room by yourself all day, the meals are kind of a high point and it's so disappointing to be greeted with food like that.

The entertainment team are first class, Rafael, Jesus and all the team are really friendly and make the days around the pool great fun for all the family, really impressed on the little extras like the foam party and wax hand making that weren’t here during our last stay in 2019,couldn’t keep my little ones(11 and 8)out of the water polo, volleyball or crazy pool games. The food in the buffet is great, varied and the a la cartes are well worth booking for the change of scenery, the food and presentation there is higher end restaurant quality. The cleanliness from rooms to the rest of the hotel is excellent, the staff work so hard and nothing too much trouble. Our second visit hasn’t disappointed and if anything has surpassed the first which was good enough for us to want to return in the first place ?.

The website is completely misleading to how our vacation experience went. The property is old and outdated. You are only allowed onto a small section of the beach that you must take a trolly to because it is so far away and it is covered in seaweed. The staff has no complete knowledge of anything. If you ask 10 staff members something you will get 10 different answers and they are all wrong; including the manager. Everyone was clueless. The rules were not displayed out beforehand and it made everything a road bump. For instance, the use of masks and dress code to eat. After walking a mile from the room to the buffet this was overly frustrating. The AC in the room did not work; no one came to fix it until 2 days later and a formal complaint was made. We had to really on a very old and noisy ceiling fan. There were 2 outlets in the room in very inconvenient locations; that looked like they would catch on fire. Bottled water was not readily available. Our room was so far from any of the amenities you need hiking boots to get around. Everything is extremely far and the transportation services are little to none. It would take about an hour to get around if you waited on the trolley system. For an all inclusive resort ; we had to pay for quality drinks or food. The drinks are not real alcohol and the bars are so few and far in between getting a drink was a mission in itself. You are only allowed to dine in at a restaurant for one night; if you can even get a reservation and it is the same food as at the buffet. This resort need a massive overhaul and the first step would be education of the staff so that they can properly assist.