New Reviewer

HORRIBLE......

We decided to go away for a last minute getaway just for some relaxation I thought not knowing there was a PROPOSAL on the way. I choose the property based on past guest reviews and photos of the property which were all deceiving......They ruined my surprise proposal. I arrived Wednesday 1/24/18, and they placed us in Coba Villa 9 which was totally a dump the room was full of bugs and mosquitoes, which we had to fight off all night, AC suboptimal, phone did not work the smell in the room was horrible, requested king size bed which I got 2 beds pushed together, went to the lobby the next morning around 11 am spoke to the front desk clerk she assured us at 3p they would have another room available we went back to the desk at 3 still not ready we returned at 4p after several trips since the phone in the room did not work we had to keep going back to the lobby upon the 4p return Felipe the front desk clerk gave us another rom assignment still in Villa 9 which was worse no working AC, no phone in the room, no coffee maker, refrigerator empty, so basically they put us from horrible to horrific then I went back to the lobby asked for a manager after the employee stating that they always have problems in Villa 9 so why would you still be assigning these locations is it all about revenue, so after that we were inconvienced and wasted an entire day of our vacation with trying to be placed in Villa 24 after viewing Akumal which only had twin beds for the night so we had to stay in Coba again until the following day after 4p in which the room was not available until almost 6p so day 2 being inconvienced an losing another day waiting around. Finally after being situated in Akumal after all the back and forth we were told we could have the upgrade to Akumal for free since we overheard the front desk staff offering an upgrade to another couple in Coba to Akumal for $20 extra per day but said it would be $80 extra per day for us, really you just gave them the same thing for $20 what happened to treating everyone equal? So after getting settled in Akumal my boyfriend/fiancée went to Guest Relations to plan a Romantic Dinner at (Sunset) was his own personal touch to PROPOSE to me and the staff completely FAILED....Alex from Guest Relations took care of him making these plans for over 40 mins but when the evening came it was horrible, They told him to be ready at 615p someone would come to the room to pick us up at 630p no one arrived so he walked to the lobby got Alex and she bought him back to the room to pick me up by now its 650p we arrive at the Frutos Del Mar in front of the beach where we were greeted by Joel the manager which we were told they didn't pick us up because of the red flag what does that mean? after explanation we told him we understood but this was a special night planned the least someone could have done was give him a call to decide if he wanted to still have it due to possible bad weather, so we decided to leave now its pass 720p the staff is taking tables out of the restaurant to set up in the beach, the lighted heart was just thrown out not even around the table by the time we actually sat down it was almost 8p Joel asked us to stay he would make the night right and take care of everything due to the inconvience so we ate dinner the rain started around 10p right as the cake came which was screwed up also it said I LOVE YOU and should have read YOU ARE MY SUNSHINE, after all the disappointment we tasted the cake and left the beach, returned to the room with flowers rose petals and wine(which was the wrong brand not what he ordered) EPIC FAIL. The next day around 3p my fiancée receives 4 calls from Coral Bernardez (she was very nasty and rude) and she tell him the dinner on the beach had to be paid for including the 2 bottles of champagne and flowers he stated to her because of the problems that occurred Joel the manager stated he was going to take care of everything and she stated if he enjoyed the food he need to pay for it so he told her the conversation between Joel and him with Alex there from Guest Relations and asked for her to be present they claim she was gone for the day so we headed to the lobby to settle this and return the incorrect bottle of champagne left in the room, upon arrival we were greeted by Coral who stated she was a manager from Guest Relations with a nasty demeanor we asked for Joel to be present also she said he was on break in another building we just passed him on our way to the lobby where we had to wait almost 30 mins after he arrived he basically recanted his story LIED in our face then finally agreed to the dinner so we ended paying for the bottle and flowers but if you provide GREAT CARE from the start you wouldn't have to worry about service recovery then because you all dropped the ball twice tried to make it seem like we were there trying to get something FREE not in our nature I spent my money we are frequent travelers and know how we should be treated and wont accept anything less Coral Bernandez nasty attitude, Joel Hernandez Unger lying demeanor, being inconvienced for 2 days of my vacation by Kevin from constantly being switched around RUINED my vacation and SUPRISE ENGAGEMENT I will never stay at Bahia Principe again and will tell all my family and friends also not to patronize your properties anywhere. Thanks for the HORRIBLE EXPERIENCE AND MEMORY.
View full review
ID
#1191424 Review #1191424 is a subjective opinion of poster.
Location
Tlacotepec De Benito Juárez, Qroo
Service
Bahia Principe Hotels And Resorts Manager
Cons
  • Customer service
Reason of review
Poor customer service
Loss
$1111
Preferred solution
Let the company propose a solution

Bahia Princepe Puntacana - Review in Cafes, Restaurants and Bars category

We dtayed at the bahia princepe resort in puntacana we had an smazing time great customer service except for the a la carte resaurant japanese food. The manager Alberto was rude to my husband. We went in early to see if they could seat us early as the other resaurants allowed it. ALBERTO my husband that he had no sence of time and showed him his watch told him to come back at 8.15 and walked him out. When we went back he nevrr came to seat us some one else did. The experience with the chef and his helper was great. When we were leaving i got the managers name and told him he was rude and had no manners he got upset and followed me out of the resaurant and just watched us for 5 mins.
View full review
ID
#966693 Review #966693 is a subjective opinion of poster.
Service
Bahia Principe Hotels And Resorts Manager
Reason of review
Poor customer service

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content

For more information read Blog article