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Reviewed 3 weeks ago

My friends and I stayed here this past weekend, the food was subpar. Despite said, we had a good time. A big shout out to Kemille at the front desk who even remembered us by name when we were checking out, she really is the star of the show, very polite and helpful, so too was Taneshia who is also from the front desk.
I had a massage for my birthday, the entire team at the spa was exceptional, especially Tanya!! 10/10 for her massage.
Finally, Kevin from the entertainment team did a fantastic job hosting the Saturday night beach event.

Date of stay: February 2021
Trip type: Traveled with friends
Thank lilysL3384AJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bahia Principe Grand Jamaica, Other at Bahia Principe Luxury Runaway Bay, responded to this reviewResponded 3 weeks ago

Dear Guest,
We really appreciate you taking the time to send your valuable comments about your stay with us as it helps to maintain the quality at the hotel.
Thank you for enjoying your time at our resort and sharing your positive comments about the service, the staff, and our services.
We also appreciate your acknowledgment of Kemille, Tanesha, Tanya, and Kevin who has been of great service during your stay at our resort and we are eager to inform you that all the staff mentioned has already received your congratulations.
We hope you will visit us again and we will do our utmost to accommodate your needs and make your stay enjoyable.
Warmest Regards,
Online Reputation

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 13 January 2021

If you are content by simply being in the sun, near water, access to a bar with flip-flops on, then you can consider this. However, if you are looking for a vacation experience, I have had way better at much cheaper resorts. The elements are there for a good time but they are not brought together well. Rooms are dated and feel closed in. Food is underwhelming. Nothing to be excited about. If you like to see bulk and not quality in taste, then you will be fine. Staff is very attentive and polite. Very helpful but you can tell that the issues lie outside of their circle and control. I would not stay at this resort again as my experience was mediocre at best. However, location and size of resort holds a lot of promise if improved.

Room tip: There is onsite entertainment until 10 pm which can get loud regardless of location of room. Room with beachview over courtyard.
Date of stay: January 2021
    • Location
    • Rooms
    • Service
2  Thank dal0nt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bahia Principe Grand Jamaica, Other at Bahia Principe Luxury Runaway Bay, responded to this reviewResponded 15 January 2021

Dear Guest,

We really appreciate you taking the time to send your valuable comments about your stay with us as it helps to maintain the quality at the hotel.

We apologies for your expectations not being met at this time, it certainly does not reflect the commitment and the quality that we have exhibited for many years. Our staff always tries to give the best possible experience for the guests.

All your observations have been forwarded to the Management of the resort as the guests' satisfaction is our priority and rest assured we will be constantly striving for excellence in our services.

Best Regards,
Online Reputation

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Reviewed 20 December 2020 via mobile

Quality of service unbilivable low and poor.Everywhere line up for low quality drink.You have to pay as Miami price for same drink here.Pleasd see other reviews and please don't do same mistake as I did to come here

Date of stay: December 2020
Trip type: Traveled with family
1  Thank iong549
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bahia Principe Grand Jamaica, Other at Bahia Principe Luxury Runaway Bay, responded to this reviewResponded 23 December 2020

Dear Guest,

Firstly, we would like to thank you for your detailed feedback regarding your recent stay at our hotel. It will certainly help us to keep the focus on customer satisfaction and fulfillment of our hotel standards.

We are sorry for the mentioned issues and disappointment with some services we offer, which certainly does not reflect the commitment and the quality that we have exhibited for many years.

For the mentioned concerns, we have already taken corrective actions to meet our values again. Furthermore, we would like to express our appreciation for your concerns which have been discussed with our Management.

The comments we receive from our guests are very important to maintain the quality of the service at the resort. They will be definitely reviewed with different departments to introduce corrective actions and improvements.

We deeply regret the situation; as our staff always tries to give the best possible experience to the guests, and we give the proper follow up to all the requests and necessities during the stay of our customers.

If you give us another opportunity to host you in the future, we are sure you will enjoy your stay at our hotel.

Sending you our best regards,
Bahia Principe Grand Jamaica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 15 December 2020

i cannot begin to fathom why and how this could have happened. i don't think i can put EVERYTHING in writing or say it how it should be said because it was THAT BAD. we arrived as a group on 12/12/2020 to leave on 13/12/2020. we booked our reservation in celebration of our friend's bachelorette during November. these people changed our reservation from the 12 December to the 2nd January 2021, NO CALLS, NO EMAIL, NOTHING. we literally all found out on the SAME day. part of the group arrived a little bit after 12 and we were at the main gate for over an hour trying to sort out the situation via a 3rd party(a security guard). the managers in charge did not think it necessary to come and speak to us up until now NO APOLOGY. we decided to leave and speak with someone at the front desk, devene or devina, she tried but it was not her fault. 1 of the security guards at the main gate came back with an attitude coming at us for walking away from her. apparently we were never to complain at thepoor service we were getting. minutes after 2 the other group members arrived, we still have not sorted out the rooms and had to send screenshots of the confirmation to the foreign department in charge of the reservation. so no room , we are tired, we have been standing, scurrying around basically doing most of the work by ourselves even though we're the ones who were faulted. up to now, NO MANAGER came to us. long after sometime around 4:30 they sent us to the beach restaraunt, we had to stand in a long line to get something to eat. we were hungry so we were eating some fruits in the line a security came over to us and rudly told us to put our masks on( yes were eating). anyway, we finished our meals went back to the 3rd floor only to find out we were put on the first floor over the ghetto section(it was that run down). no garden view that we paid for, the floor was hot and dirty the carpet was musty and some of us had to carry our bags as only 1 bellboy was available. this hotel needs more staff. our misadventure didn't end there, the rooms were extremely basic, the tv was not working, the remote had no batteries and the mini fridge was pluged out and the drinks inside very hot. i had a single room but my friends were suppose to have been given double beds but that was not so...single beds in all the rooms and the rooms were very musty, the tiles were dirty and old and the bathroom tiles were old and walls rusty. the place just looks very old. we complained and management was to meet us in 15 minutes (this was after 6. long after 7:30 we contacted them again and they presented us with option f refund or a room upgrade. the refund process was very ridiculous and didn't seem possible. we went with the room upgrade on the 2nd floor..immediately we noticed the difference, but the rooms were still very basic. it wasn't modern the rooms weren't cleaned properly i noticed cigarette butts on the outside in my room. the jacuzzi was dirty and the extra bed that was to be i the rooms were massage beds...MASSAGE BEDS! and still NO MANAGER came and apologize. we never really settled in because we were all over the place and we had to rush to get to the restaurant we didn't want to, because the one we were to be at was booked out and no one told us. the food was just okay, 2 of the workers shouted at me about not touching the plates, then the other said "miss if yuh waa tek up di plate yuh tek it up" ...very disrespectful. not enough red wine, very little alcohol no great service. the only manager that came to us( he did so because we were angry) was the one from jasmine restaurant, but he could do so much and no more. we all could not wait to leave. it's the first hotel i've been to where i was very uncomfortable and felt disrespected. i don't know, maybe if we were all white or speak a foreign langauge the service would've been better. and another thing i got to find out, is that even though this hotel is in jamaica it is governed by the mexican or spanish law which is total bs. i would not recommend anyone to go there, the hotel is extremely sub par definitely won't be going back not even if it was free.

Date of stay: December 2020
    • Location
    • Sleep Quality
    • Service
1  Thank Robin R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bahia Principe Grand Jamaica, Other at Bahia Principe Luxury Runaway Bay, responded to this reviewResponded 15 December 2020

Dear Guest,

Firstly, we would like to thank you for your detailed feedback regarding your recent stay at our hotel. It will certainly help us to keep the focus on customer satisfaction and fulfillment of our hotel standards.

We are sorry for the mentioned issues and disappointment with some services we offer, which certainly does not reflect the commitment and the quality that we have exhibited for many years.

For the mentioned concerns, we have already taken corrective actions to meet our values again. Furthermore, we would like to express our appreciation for your concerns which have been discussed with our Management.

The comments we receive from our guests are very important to maintain the quality of the service at the resort. They will be definitely reviewed with different departments to introduce corrective actions and improvements.

We deeply regret the situation; as our staff always tries to give the best possible experience to the guests, and we give the proper follow up to all the requests and necessities during the stay of our customers.

If you give us another opportunity to host you in the future, we are sure you will enjoy your stay at our hotel.

Sending you our best regards,
Bahia Principe Grand Jamaica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 December 2020

I was celebrating my mother's birthday when we decided to use this hotel. She doesn't need much to be satisfied and the place was family friendly, or so it seemed in the pictures and reviews. However we were very disappointed with our stay there. Upon arrival we were directed where to park and where to take the luggage. After joining a line for check in and waiting for a long while, we were told when we got to the front of the line that we were to check in at a next section. Each time we were to have meal, the line would be very long to be seated. The same meals were present for breakfast lunch and dinner. Food was only available at one place each time. No grill was there. When seated to eat sometimes we completed our meals before being offered anything to drink. Drink options were very limited sometimes only two options, one being very sweet and the other next to water. To top it off, I had food poisoning from something I ate there.

Date of stay: November 2020
Trip type: Traveled with family
2  Thank Claudi9391
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bahia Principe Grand Jamaica, Other at Bahia Principe Luxury Runaway Bay, responded to this reviewResponded 5 December 2020

Dear Guest,

Firstly, we would like to thank you for your detailed feedback regarding your recent stay at our hotel. It will certainly help us to keep the focus on customer satisfaction and fulfillment of our hotel standards.

We are sorry for the mentioned issues and disappointment with some services we offer, which certainly does not reflect the commitment and the quality that we have exhibited for many years.

For the mentioned concerns, we have already taken corrective actions to meet our values again. Furthermore, we would like to express our appreciation for your concerns which have been discussed with our Management.

The comments we receive from our guests are very important to maintain the quality of the service at the resort. They will be definitely reviewed with different departments to introduce corrective actions and improvements.

We deeply regret the situation; as our staff always tries to give the best possible experience to the guests; and we give the proper follow up to all the requests and necessities during the stay of our customers.

If you give us another opportunity to host you in the future, we are sure you will enjoy your stay at our hotel.

Sending you our best regards,
Bahia Principe Grand Jamaica

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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