TripAdvisor Traveler Rating

We really enjoyed our stay here. The food was great, service was excellent, and it was less busy than the other hotels. We always received friendly greetings from the staff who all worked hard to deliver an individual experience. Small details, such as giving you a spoon before you could ask for one, made for great service, and the public areas were always clean and tidy. It was also nice to receive a birthday banner on our hotel door despite not asking for this. There is a buggy service that you never had to wait too long for to take you to the other hotels/beach. Sometimes they would pick you up outside of the designated stops if you needed a ride and there was room. This service also takes you to the private beach at Akumal which was amazing to snorkel in. The nighttime entertainment was fun and interesting but if you didn't like a certain night, you could instead go to the other hotels to watch their shows. For example, we went to see the Magic Show and the Pre-Hispanic Show which were both incredible. The hotel location is perfect with a short distance to great days out such as Tulum. The atmosphere was peaceful, though at night if you're not staying for the entertainment (which ends at 10pm though music lasts beyond this), you will hear this in your room if you're near the first pool. This holiday was great value, and we would highly recommend this hotel out of the four. Top tips: Reserve restaurant bookings on the app before you arrive as when you get there most have been taken. At Coba, they will take your entire stuff if you're swimming in the pool around 9am. This was an embarrassing experience for us when we had to walk sopping wet and barefooted into reception to claim our bag and flip flops. We had gotten out of the pool and saw our spot had been taken by a family who found it free. The consequences of "reserving" sunbeds seems to be military style, which I would pay good money to see be done in Europe and the chaos that would ensue, and thus this felt overkill, for who reserves a sunbed with more than a towel - we are not and never have been the type to get up early, throw down a towel, and then go to breakfast and not return for ages. We were there, with our bag, and turned our back for five minutes to have a morning swim and got robbed. When collecting, all you had to do was point at the lost and found selection (no sign above to say customer service, so we had been waiting at the main desk barefooted), which felt unsafe if someone were to claim our bag falsely and steal its contents. There were also plenty of other beds way past the 9am at Coba. If this hotel did the same thing, which we never saw happening, we would not be giving it five stars for this humiliating experience alone. Be warned!

I have been to Mexico over 50 times stayed at all different brand resorts. Be prepared this resort is an hour and a half from Cancun airport. This resort is not ocean front and by my own fault didn't do enough research before booking. We arrived before 3pm and our room wasn't ready yet, so we decided to book our al carte restraunts guest services proceeds to tell us not one reservation is available during our time here at all 4 resorts. My husband said this is not acceptable and asked to talk to the manager and they found us 2 reservations. Our room on the 3rd fl no elevator or hand railings on the staircase. I was not impressed with the room, dated, mold in the shower, dirty and in need of a desperate renovation along with the pools. If you have no ocean you need to at least step it up at the pools. No pool bars at any of the 3 pools and missing tiles. We found ourselves leaving this resort every day to spend at the Akumal resort because of the beach and the better buffet. The food was just ok nothing memorable, the buffet at Sian Ka'an was ok for breakfast but dinner was not good. One thing I can say is the staff work very hard to try and make your stay enjoyable. I would NOT call this a 5 star luxury resort, I have been to them before and this resort is definitely not one and for those reasons we will not be returning to this resort or any Bahia Principe property.

Some of the staff was very nice, polite, some need a little training, nothing out of the ordinary. More welcoming. Music(dance) at La Hacienda starts kind of late and golf carts stop transporting guest before party ends. Not very accessible!

We booked a return stay after a positive prior experience, but this situation has been extremely frustrating. We were explicitly told we could transfer our reservation to another Bahia Principe resort. After acting on that guidance, the offer was withdrawn and replaced with a partial refund, with the explanation that a merger with World of Hyatt changed their policy. The result: we could not travel, could not transfer, and were not refunded in full. This feels like a failure to honor commitments made to customers. Attempting resolution with corporate, but would advise others to get all terms in writing before relying on any changes.

We stayed at Bahia Principe Sian Ka'an from March 1-15/26 and totally enjoyed our time there. We were taken care of extremely well by the entire guest service staff. All of the guest service employees were friendly, helpful and always had a smile to greet you with. Standouts for us were Armando, Roberto and Enrique (although all were helpful). The trolley drivers were also great, with a special shoutout to Luis. We had met him on our previous trip and he was quick to notice us with hugs and smiles. There are so many employees within the buffets and restaurants that made our vacation so enjoyable (I will try to remember all the names): Main buffet- Mirian, Eglady, Antonio, Alina, Suzanna, and many others. Alux- Roque, who treated us to fresh made caeser salad and strawberry framboise. He is a standout in our eyes and an extremely caring person. Bar staff- Charly (Carlos), Calvin (Carlos), Giovanny, Antonio, Marco, Randy, Jorge (beach bar), Fernando (beach bar), Jovani (beach bar). All the bar staff made great drinks for the wife and myself - no complaints. Waitress staff (bars)- great service from all, especially Lorena, Melissa, Gaby, Zeddy, Marisol, Lucero, Ischel, and Deysi. Jesus and Carmen were seen multiple times throughout the resort and are great resources if you require information or booking special events. We have stayed here multiple times and really enjoy the relaxed vibe and great service from all the employees at the resort. The food has never given us any tummy troubles and we really enjoy the breakfasts at the main buffet. Fresh omelettes everyday is a great way to start your day. We managed to visit the spa on our second last day and each of us were treated to a great massage from Alaberta and Maria. I think next time we will book earlier during our stay. I will apologize if I have forgotten to mention any employees, but each and everyone of them are very willing to answer any questions or help you if needed. We look forward to our next trip to this resort!!!