Bahia Principe Grand Tulum

Recent Reviews: 17075

• User:jill G

  Trip type: Family

  Great hotel wonderful water parks, food and staff. Clean and well run.

  07 Jun 2026

  Read some recent reviews about this hotel. We almost changed our hotel because of the negative feedback. I don’t understand what they were expecting but the food was great and the staff are all very friendly and helpful. Our meal in the thali restaurant was excellent and Garraliel(mr T) and Jairo were wonder waiters. The staff in the buffet were all excellent too many of them to mention by name but a big thank you for looking after our family of six. The superior premium room is better than we had anticipated and any amenities not provided are just a click away on the app. I needed a sewing kit, ordered it on the app and someone dropped one off that mourning. We have stayed at the sister hotel the Akumal and didn’t notice a great deal of difference in the service other than top shelf drinks. Heineken zero was available in the main lobby bar. All in all. A great choice for a value for money family holiday.Jill gray. Sara Mendez, Dueño at Bahia Principe Explore Tulum, responded to this review Dear Jill,Thank you very much for taking the time to share your wonderful review.We are delighted to know that you and your family enjoyed your stay with us and that our facilities, water parks, dining options, accommodations, and service exceeded your expectations. It is especially rewarding to hear that you found the resort clean, well-maintained, and a great value for a family holiday.We greatly appreciate your kind comments regarding our team. Providing warm, attentive, and personalized service is one of our main priorities, and we are pleased that this contributed positively to your overall experience. We will be happy to share your recognition with the restaurant and buffet teams, who work hard every day to create memorable dining experiences for our guests.It is also wonderful to know that you enjoyed the convenience of our mobile app and the efficiency of the services available through it. We continuously strive to enhance our guests' comfort by offering practical and accessible solutions throughout their stay.Thank you as well for highlighting the quality of our restaurants and accommodations. Your feedback confirms our commitment to delivering enjoyable experiences for families seeking both relaxation and excellent value.We truly appreciate your recommendation and look forward to welcoming you and your family back for another memorable vacation in the future.Happy days!Raquel P.Guest Relations Department

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• User:lorainem995

  Trip type: Couples

  Enjoyed our experience!

  06 Jun 2026

  Went for a family wedding, which I have to say was very well done by the hotel.Hotel is lovely, very clean and well maintained. 10 out of 10 to every member of staff, they were all friendly and work super hard.Pool areas are very good and always plenty of beds.We were in the standard bedroom, which was quiet, clean and had very comfortable beds. Only complaint is they could do with more power points.My husband used the gym, mainly the treadmill and his only complaint was the air conditioning was not always working.We stayed for 14 nights so during that time there were peaks of busy times and quieter times. We preferred it quieter as the buffet restaurant if you timed it wrong could be noisy but this was not really an issue.Quality of the food in the buffet was good, staff are excellent.We managed to eat in the specialty restaurants apart from the Indian and our favourite was the Don pablo. Atmosphere and food were excellent.We ventured along to Hotel Coba and had lunch in their buffet, this is a lovely hotel but preferred the pool area at Tulum.We had an opportunity to go to the restaurant Nikkel Mashua which is in their new hotel Tequila (adults only) this was excellent and Hotel looks lovely.They have a regular trolley service to take you around all the hotels etc It was unfortunate that we couldn’t use all the beach due to the seaweed issue however you could go along to the area next to Hotel Akumel, and there's a designated area for Tulum/ Coba guests.At Hotel Tulum there are plenty of beach beds but limited access to the sea. They are doing their best to clear the seaweed daily and certainly wouldn’t like to be doing that as my job as relentless but necessary! Don’t let this put you off going as there are areas to swim if need be.Quality of the drinks were good, wine was very palatable and if you are a wine connoisseur you can pay for bottles. We did go to Tulum for a night (Stag & Hen night) this was great fun (ladies went to Rosa Negra) and we did a day trip to Isla Mujeres.Overall we thoroughly enjoyed our stay at Hotel Tulum and would recommend. Sara Mendez, Dueño at Bahia Principe Explore Tulum, responded to this review Dear Loraine,Thank you for sharing such a wonderful and detailed review of your recent stay.We are delighted to hear that you enjoyed the wedding celebrations, the cleanliness of the resort, the comfort of your accommodation, and the friendliness and dedication of our team. It is also great to know that you were able to experience a variety of our facilities across the complex, including our pools, restaurants, entertainment options, and transportation services between resorts.We appreciate your constructive comments regarding room amenities and gym conditions, as guest feedback plays an important role in helping us continuously review and improve our services and facilities.We are also pleased that you made the most of the dining experiences across our specialty restaurants and that you enjoyed the atmosphere and quality offered in several of them, particularly Don Pablo.Regarding beach conditions, as you kindly noted, the presence of seaweed is a natural seasonal phenomenon across the region. Our teams work diligently on a daily basis to manage and minimize its impact to ensure the best possible experience for our guests.Thank you once again for your recommendation. We are truly pleased that you thoroughly enjoyed your stay and we look forward to welcoming you back in the future for another memorable holiday.Happy days!Raquel P.Guest Relations Department

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• User:Brett W

  Trip type: Couples

  From 5 star to 3 within 12 months .

  06 Jun 2026

  We came to this hotel last year and had the holiday of our lives but this year the experience was totally different. Unfortunately even though we paid for a 5star holiday, I feel we only got a 3star experience. Many of the restaurants were closed to us intermittently and the level of service like availability of caddy’s etc was sporadic and unreliable. Works were going on in the background, like parasols behind chainsawed while we were trying to relax at the pool etc. not a pleasant experience to say the least but we made best like we Brits do but won’t be returning next year and opting for a RIU offering in the Dominican. What I will say thought is this…the staff are still delivering the 5star service (those who are still there and haven’t moved to other hotels). They are working so hard in a failing complex and they are the glue who are holding it together and I want to name some of them here. Giampaulo = entertainment Edgar = entertainment Carlos x2 = entertainment Fernanda = entertainment Francisco =pool barAri = pool barJulio = pool barJosefina = lobby and entertainment barsAnabel = lobby and entertainment barsLuis = lobby and entertainment bars Lucero = lobby and entertainment bars Sandra = reception Aaron = reception Axel = hacienda These people made our experience brilliant even though the facility wasn’t…bless these guys. Sara Mendez, Dueño at Bahia Principe Explore Tulum, responded to this review Dear Brett,Thank you for taking the time to share your feedback and for returning to our resort following your previous visit.We are truly pleased to know that many members of our team contributed positively to your stay. Your recognition of their dedication, friendliness, and effort to provide attentive service is greatly appreciated and will be shared with the relevant departments, as it is always encouraging for our staff to receive such valued feedback.We are sorry to learn that certain aspects of your recent experience did not fully meet your expectations. Please be assured that we continuously work to maintain and enhance our facilities and services, and occasional operational adjustments or maintenance activities are part of ensuring long-term quality and comfort for all guests.Your comments regarding service availability and guest experience are important to us and will be reviewed carefully as part of our ongoing improvement process. Guest feedback from returning visitors is especially valuable, as it helps us better understand perceptions over time.We sincerely thank you once again for your loyalty and for highlighting the positive impact of our team members. We hope to have the opportunity to welcome you back in the future and provide an experience that fully reflects the high standards we aim to deliver.Kind regards,Raquel P.Guest Relations Department

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• User:Megan G

  Trip type: Family

  !!Absolutely disgusting! Do not stay here!!

  27 May 2026

  Absolutely disgusting! I know I’m not the only person to be very disappointed with our stay! I’ve heard a lot of people complaining!We came away with family a group of nine in 4 different rooms. The rooms are so basic you are left with one bottle of water & one can of fizzy drink each left in your fridge, which just isn’t enough in such hot heat. Not the normal shower cap, roof picks slippers pen & paper- the phone doesn’t even work! Our room was full of mice to which we complained to be told you will be upgraded to a room which was smaller & more basic to our previous.(our neighbours had mice aswell) Pool 15 the bar is closed- only water & few alcoholic drinks (basic) no fruit juice or fizzy drinks for children and non drinkers when staff are asked they laugh & say no!!One day we had to visit reception 3 times just to ask for water to be provided!! There is nowhere near enough staff for how many people are here you can see the staff work so incredibly hard but the hotel really does need more! The cleaners do not do any towel making or animals for abit of fun, even when tipped I’m guessing they do not have time too due to staffing levels as I have been told they use to always do this especially if they knew children were staying in your room. The buffet restaurant is always the same food mainly pasta, guessing as this is the cheaper option. Booking into the restaurant is a nightmare very limit to no room, when you arrive you will see that they are half empty again this is due to not having enough staff. When asked to speak to a manger you get told no, fill a form out which you will NOT get a reply too!The list goes on, I have hated this holiday I can’t actually wait to get away from it! Mexico is such a beautiful place unfortunately this hotel has ruined the experience for us. I would NOT recommend staying here! expensive holiday well wasted This hotel is far from a 4/5star More like it needs a bulldozer!!!!! Noelia Expósito, Dueño at Bahia Principe Explore Tulum, responded to this review Dear guest, Thank you for taking the time to share your feedback.We are truly sorry to read that your experience did not meet your expectations. Regarding the condition of your room, cleanliness and comfort are of the utmost importance to us, and reports of the nature you mention are taken extremely seriously. Our team follows strict hygiene and pest-control protocols in collaboration with certified external specialists, and any report of this type is immediately investigated and addressed by our management and maintenance teams.We are also sorry to hear your comments regarding minibar amenities and in-room services. Standard inclusions are designed to provide essential comfort, and additional items or replenishments are available upon request through our guest services team.With regard to restaurant availability and waiting times, we do our best to manage demand across our dining venues, and reservations are handled to ensure fair access for all guests. We are continuously reviewing staffing levels and operational flow to improve service efficiency in peak times.We sincerely hope that you might reconsider and allow us the opportunity to restore your confidence in a future stay. Yours sincerely, Noelia E. Guest Relations Department

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• User:Guide38936128112

  Trip type: Family

  Disappointed... Didn't live up to the very clever write up

  27 May 2026

  Definitely not anywhere near a 5 star hotel! Maybe 20 years ago when it was new, but everything is tired... Not enough staff anywhere so be prepared to wait! A lot! As for the beach, completely unusable, had to go to a neighbouring hotel where we were asked to leave as not allowed to share facilities...so not a great beach experience... Noelia Expósito, Dueño at Bahia Principe Explore Tulum, responded to this review Dear guest, Thank you for taking the time to share your feedback.We are sorry to read that your stay did not fully meet your expectations. Regarding your comments about service levels, please rest assured that our hotel operates with structured staffing plans designed to ensure smooth service throughout all areas, even during high occupancy periods.With regard to the beach, we would like to clarify that it is a natural coastal environment, which can vary depending on weather and sea conditions. We regret that your overall impression was affected by these aspects. Nevertheless, we appreciate your feedback as it helps us identify opportunities for improvement and continue enhancing the guest experience.We hope to have the opportunity to welcome you again in the future and provide a stay that better reflects the standards we strive to deliver.Yours sincerely, Noelia E. Guest Relations Department

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