LocationRunaway Bay - Beach
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
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 Rating13814 reviews
We only had 2 days before we left due to COVID19 concerns in Jamaica. The room was great; 2 beds + a couch/cot that was great for the 3 of us (one parent two teens) The grounds were magnificent Staff was friendly and helpful Food was terrific. Breakfast was our favourite meal of the day Non motorized water sports were great. They had two Hobie catamarans. We would have used them had we stayed longer All in all a wonderful place and we intend to come back once things are normal.
We travelled from UK over 2 weeks of Christmas holidays 2019. We stayed at luxury side of hotel which is adult only but can still access all facilities on Grand side of property. This hotel is huge but we enjoy being able to explore so for us this was a plus. This was our 4th trip to Jamaica but first time at this hotel. We were very impressed hotel staff were all very friendly, helpful and professional. There are parts of hotel that could do with updating but nothing major and to be honest we could see hotel were working on different areas of improvements during our stay. Pools were great, with a separate kids pool with a splash pad. Great variety of entertainment throughout the day into the evening. Sometimes evening shows could be repetitive but there are other options, live bands at outdoor bar. Our highlights were the sunset bar located behind the Italian restraunt, the beaches, the grounds beautifully kept enjoyable for walks. Good range of bars and seating areas throughout hotel. We loved the food at buffet and enjoyed the restaurants our favourite was French restraunt. We will definitely return to this hotel.
Good... but not great!
My husband and I stayed here in February with our friends and their two children (ages 8 and 11) and while we found the resort itself to be beautiful I wouldn't stay here again. Our check in experience was a disaster with our group getting separated in the chaos of people. I was told to go to the desk to check in (where I was promptly ignored by the 4 people working at the desk) and the rest of my group being taken into a room to be checked in. When someone finally decided to acknowledge me she snapped at me telling me that I was supposed to be "over there" (with a wave of her hand) with my group. When I asked where "over there" was she walked away. I spent 15 minutes looking for them and ended up completely missing the orientation. Not a great start but it was made up for when we got to our room... which had an incredible view! We paid extra for sea view and it was worth every penny.... we were in room 11505 which had a 360 degree view of the water. Incredible!! The room itself was fine... nothing fancy. Our safe was broken so we had to get someone to come fix it which was done quickly and efficiently. On our second day our toilet broke so that had to be fixed as well... which was only sort of fixed. It was able to flush again but the button kept getting stuck and we'd have to take the lid off to pop the button back up and the water ran the entire rest of the trip. There was also a large gap at the bottom of the shower door so everytime we had a shower the bathroom flooded and made the floor slippery. Almost wiped out a few times... that was fun. The property at this resort is absolutely beautiful! Well maintained, well lit at night and lots of beautiful beach with loungers. We absolutely loved the property and spent everyday on the beach. There are always guys on the beach trying to tell pot but they are respectful and will leave you alone if you say no thanks. The water is so clean and calm... and there are many beach spots to choose from. Paradise on the beach! The restaurant's were good on average. The buffet had lots of different options for meals which was nice however there were always huge lines at the carving and pasta stations and with only one person working you could expect to wait a long time. We also found that condiments were not easy to find. You would expect ketchup for example to be the hash browns e.t.c but it was actually in a little bowl by the fruit. Very irritating to be searching for condiments in a big crowd of people. We went to Knife for dinner one night and were served by the amazing Adonis. He was probably the best server we had during our trip and made the hour and a half wait for our food bearable by keeping the drinks flowing. When we did finally get our food it was amazing. We completely enjoyed our meal and the service... our only complaint was how slow it was. An hour and a half is a long time to wait for food with children. We also ate at Don Pablo one night and were served by Neisha who was also a wonderful server. The food was definitely served in a more timely manner at this restaurant and was also excellent. We all loved the food here. Our favorite place to eat however was the lunch buffet restaurant that was right on the water. The jerk chicken there was fantastic and was a stunning view to enjoy while you were eating. The service was not any better here than it was in any other restaurant though... I'm still waiting for the water that I asked for every day at lunch and never once got. One of our favourite places on this resort was the village. What a great place to go to get anything that you might need as well as souvenirs. We also watched many of the shows that they do there in the evening and enjoyed them very much! We found that most of the shopkeepers there to be friendly and welcoming (except for once who thought that it was appropriate to bash tourists who come into his shop to look and not buy anything to us. We never went back to his shop) with great selections of products. There are a couple of shops in the lobby of the resort but we found that almost everything they had there could be bought in the village for a much cheaper price. We had two big issues with this resort... the actual building itself and the lack of service. The resort itself is huge and there is a ton of walking to be done to get around and we found that many of the elevators in the resort were out of service. There was only one in service in our building and there was always a large group of people waiting for it. We also felt that the hallways in the resort were very dark and dirty. Very few lights in the hallways and the carpets were in desperate need of cleaning. The building itself just looked old and dated... in need of some upkeep and modernizing. While the cleanliness and elevator issues were a concern... the real issue was the lack of customer service at this resort. It felt to us like we were an inconvenience to staff whenever we asked for anything. I went to once bar and asked for a blended drink.. the girl behind the bar rolled her eyes at me and then proceeded to make the slowest drink known to mankind. When I finally got my drink and went back to my group my one friend wanted one for herself and went to the same bar. When she requested a blended drink she was told that they don't make blended drinks. When she told him that her friend just got one there he shrugged his shoulders at her and walked away. That seemed to be the theme of the staff at this resort... 9 times out of 10 when we asked for anything we were treated as if we were bothering them. If you went to the bar without cash in your hand you could expect to wait... we gave the one bartender $10 with the expectation that it would cover us for tips for the afternoon but the next time we went up he completely ignored us and kept serving people with cash. I actually had a bartender take a tip out of my hand and then leave the bar without even taking my order. And when I told the other bartender he shrugged his shoulders at me and walked away. We have been told so many times about how wonderful people in Jamaica are and how great the service is but we didn't find that to be the case at all. There were a few great servers but they were few and far between unfortunately. There was also another incident that influenced our opinion of this resort. We were sitting around the pool one afternoon and they kept coming over the speaker (all afternoon long) asking for volunteers to go and stay away one of their sister resorts. We were wondering why they were constantly asking this and then found out that they had way overbooked the resort and didn't have rooms for the people that just came in so they were looking for volunteers to move to another resort. We met a couple later that day who were part of a group of 60 who were there to celebrate an anniversary. When they got there they found out that the couple celebrating didn't have a room there and were being sent to another resort with a couple of other guests in their group but the majority of the group that was there to celebrate them stayed at the bahia. They were very upset that the couple that they were there for didn't even get to stay at the same resort. That is so unfair to a group that planned a trip for 60 people and were looking forward to being together to celebrate. I couldn't believe that happened and felt so bad for that group. Overall we had a good stay at this resort largely in part because of how much we enjoyed the property and beach. I really don't think we would've enjoyed it nearly as much without the beach. We will absolutely return to Jamaica... but it won't be to this resort. We'll be looking forward to experiencing some of the wonderful jamaican hospitality that we've heard so much about at another resort.
Worst All Inclusive - NOT LUXURY
While my husband and I were at the resort, we attempted to speak with someone who could provide assistance 3 times. Each time, staff at the front desk told us they could not help us and all the managers were either out or in a meeting. Staff told us they couldn’t help us without a manager. It’s hard to believe that someone willing to help wasn’t around all 3 times we sought help. Check in: Two months in advance I called and emailed the hotel to ask them to put down extra padding on the bed. My husband recently had surgery and needs a softer and more supportive bed. I asked about this request during check in and the woman curtly said, ‘yea the request is in the system’. When we got to the room, nothing additional was on the bed. We asked our ‘butler’ for help and she did nothing. This resulted in my husband having severe back pain for the duration of our stay and for two weeks after we got back. I am so disappointed that this simple and medically necessary request was not fulfilled. Further, I am upset that our butler did nothing to help or follow up with us after I asked her for help. This is really unacceptable. Butler Service: speaking of our butler, we didn’t see or hear from her again after she took us to our room. She said she would help with dinner reservations and didn’t. She said she would help with the bedding and didn’t. Our room was in poor condition. All the grout in the bathroom was dirty and stained. The door to the bathroom sticks and is loud to close and open. We must have been given a room for disabled people because the shower was open concept, which just resulted in a big mess. The AC is poor and didn’t lower the humidity. Several of the outlets were broken, including the one the fridge was plugged into. The fridge didn’t work so we switched the outlet. Staff should have noticed that during cleaning and restocking. The linens were old, scratchy and have holes. There was mold on the ceilings and the balcony smelled of cigarettes. Noise: there was CONSTANT noise. We were unable to sleep and rest (not that my husband could sleep at all because of the severe back pain caused by the bed). The pool noise from the announcer and people constantly screaming in response to him was loud. We hear everything in our room. There is no sound proofing. Staff are in the hallways and talking loudly very early (6am), which we could hear in our room. My husband had to ask them to keep their voices low. Their noisy carts woke us up throughout the night as well. Even at the beach, we could not get any relaxation. One of the lifeguards walking by was extremely loud and was making fun of guests. There was a couple next to us that was obviously gay and he was harassing them saying they should be looking for girls. I was in complete shock that a staff member would be so cruel and ridicule guests in that manner. Service: as I mentioned, our request for extra padding was not accommodated. We requested extra pillows, and after many hours and when we were getting ready for bed, they had not arrived. My husband called down and inquired. They said the pillows would be up in a few minutes. My husband said how long is a few minutes really because we wanted to sleep. They said it would be 45 minutes. He said never mind, but bring them tomorrow. Well at 7 am we get a call saying the pillows would be delivered. Why call at 7 in the morning?! The following day, we got another call at 8am by a rude woman asking why we didn’t show to our reservation the night before. We canceled the reservation. It’s not our fault they can’t keep that straight. Again, people like to sleep while on vacation. No need to call so early. Service at the restaurants was poor. At breakfast, we asked for mimosas and the server said they didn’t have them despite tables all around us having them. My husband asked why others had them and the server said fine and walked away. The server came back 10 minutes later with mimosas. That was the typical service we got everywhere here. Most employees seem unhappy and don’t care about the clients. This is such a sad contrast from our last stay at Zoetry where the staff was kind and friendly and eager to help. We mistakenly thought that all of Jamaica would be like that so the disappointment and dissatisfaction with Bahia is even more apparent. WiFi: extremely slow and spotty coverage throughout the resort. When you have family that you need to check in on, it’s important to have coverage. Food: During Breakfast at the buffet (not the Jasmin), there were little flies all over the food. But the steakhouse and jerk chicken were very good. Really, that was the highlight of the stay. Shuttle service: I want to note that the company Bahia works with lied to us about the shuttle service. They told us the shuttle was direct and only would be carrying Bahia clients. That was a complete lie, as we stopped at 5 resorts and it took us over two hours to get to the resort. We asked in advance because we could have taken a private car to the resort. I want to emphasis how upset I am with the hotel staff and the fact that no one at the front desk was willing to help us. At the end of the trip when we were waiting for the shuttle to take us to the airport, a butler named Latoya approached us and asked us how our stay was. We told her about all of our issues and she assured us that she would have Mikayla, Jordan or Jeanne reach out to us. We gave her our personal email addresses and cell phone numbers. No one ever reached out.
This was a very good trip. One of my fav. Everything was done well and I totally enjoyed it. A fabulous thing to add to your TO DO LIST. The staff was good - food good. Just overall good energy and I was pleased.