Bahia Principe Grand Jamaica - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

15732 reviews

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  Discriminatory and Unprofessional Conduct by Staff Member

  I am writing to express my deep disappointment and concern regarding the service my family and I received during our stay at your hotel on October 25. As a travel agent and a paying guest, I strongly believe that customer service is vital to the success of any business, and all guests—regardless of nationality—should be treated with equal respect and professionalism. Unfortunately, my experience at the buffet with a member of the kitchen staff was both disrespectful and discriminatory. The staff member engaged in an argument with me in front of my family, displaying unprofessional behavior that included personal insults and offensive remarks. She made degrading comments about my appearance and even called me “dumb” after I respectfully addressed her poor service. Her behavior escalated further when she remarked, “Gyal, yuh cyan mek mi lose mi job,” while continuing to act inappropriately even in the presence of the head chef, who appeared unable to de-escalate the situation. This treatment left me feeling humiliated and disrespected, particularly as it seemed motivated by discrimination against Jamaican guests, based on an assumption that we do not tip. This is unfair and unacceptable, especially considering that we paid for three rooms to celebrate my child’s birthday and expected to receive the same level of service afforded to all guests. I do not wish for anyone to lose their job; however, I strongly urge the management team to address this matter seriously. It is clear that training, supervision, and accountability need to be improved to ensure that all staff members uphold the standards of professionalism and respect that your establishment represents. Every guest contributes to the success of your organization, and no one should feel discriminated against or undervalued. Additionally, during my stay, I encountered two other guests—one Jamaican and one African American—who shared similar concerns about the poor customer service they experienced. This suggests a recurring issue that requires urgent attention from both managers and department heads. As a travel agent who often recommends hotels to clients, I must be honest in my reviews. Experiences like this make it difficult to confidently promote your property. I sincerely hope that this feedback will be taken constructively and lead to the necessary improvements in staff training, monitoring, and customer relations. Thank you for taking the time to review my complaint. I look forward to your response and to seeing meaningful changes implemented.

  Nov 01, 2025
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  Sub par - few excellent staff that will make your stay great

  We had a good stay. Excellent service from Marcell Lugg, Clarke from the Knife, and Nardalee Kelly. They made our stay memorable. Food was mediocre. We had to pay to upgrade for a better room. The first room was dated - AC barely worked! Thanks to Elica from Guest Service for recommending us to move rooms. Made our stay more comfortable. Italian restaurant was barely good. Food was better in Nyam at this point. Rest else were okay. Entertainment team at the Pool were great. I just wish that they have had better options for food.

  Oct 25, 2025
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  Great feeling to actually be back there. Check-in was smooth and professional. Love the room and its location. Appreciate the fo

  Smooth check-in. Courteous and pleasant Bellman. Restaurants were accommodating. Lots of space to relax. Great staff at all level. More emphasis on evening entertainment needed.

  Oct 23, 2025
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  It was a lovely holiday and I will be going back again next year

  Really had a great time the staff was amazing the food was amazing and entertainment was amazing every day was very happy

  Oct 23, 2025
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  Save your money - Book Elsewhere

  I recently stayed at the Bahia Principe, and I can honestly say it was one of the worst resort experiences I’ve ever had. Please don’t let the photos or marketing fool you. While the property looks beautiful from the outside, the reality quickly falls apart once you check in. 1. Poor Management & Useless App The resort pushes you to use their app, but it’s completely useless. Restaurant names and maps don’t match, making it impossible to find what you’re looking for. Even the “self check-out” system was a joke—I still had to stand in line to speak with staff who couldn’t provide basic answers. 2. Zero Luxury, False Advertising They label this property as “Luxury,” but that couldn’t be further from the truth. Most amenities are located on the Grand side, leaving you with very little access unless you want to trek back and forth. The only “luxury” is that it’s adults-only—though you’ll still be surrounded by other guests’ children. 3. Security and Service Are a Joke Security presence is purely for show, you see them walk around, but they do absolutely nothing. Employees are untrained, unmotivated, and shockingly rude unless you wave cash in their face. During my stay, many seemed more interested in chatting with each other than helping guests. 4. Room Quality & Housekeeping Issues Our room deteriorated daily. Fixtures were broken, maintenance requests ignored, and housekeeping couldn’t care less. I’ve never seen such a lack of pride in property upkeep. 5. Rude Staff & Unprofessional Behavior One of the most disappointing experiences was at the Jerk Hut, where I asked an employee for utensils and was told, “That’s not my job.” When I questioned what was his job, he started arguing with me in front of other guests—who ended up calling him out as well. Completely unacceptable. 6. Overall Experience I’ve stayed at many hotels across Jamaica, and this was by far the worst. The staff’s attitude, poor organization, and overall lack of hospitality made it feel like I wasted my money. Final Verdict: Save yourself the frustration. Spend a little more and book elsewhere, you’ll thank yourself later.

  Oct 22, 2025