TripAdvisor Traveler Rating

Room outdated. Humidity and water condensation on wall and floor. Impossible to live in the room. Equipments not maintained. Invaded by mosquitoes and other insects.

I visited Bahia Principe Grand El Portillo with a friend and unfortunately would not return. The most serious issue was that cash went missing from our shared in room safe. We are certain of the amount. When we reported it, security came to our room and searched through all of our belongings, including personal items and laundry. After that, management was difficult to reach. They initially would not provide a copy of the report and ultimately stated there was no evidence and that only our PIN had been used… no mention of the possibility of a key being used. No responsibility was taken and nothing was offered to resolve the situation. Our room also had a strong mildew smell, visible mould in the shower, and almost non-existent air conditioning. We were offered another room, but it had the same smell, only stronger. The beach is beautiful and the natural setting is lovely, but security and trust matter more. Based on how this was handled, I would not feel comfortable staying here again.

We chose this resort for its beautiful beachfront setting. Unfortunately, serious concerns around security, privacy, animal welfare, room maintenance, and management priorities overshadowed the experience. My friend and I shared the in room safe. I track my cash and denominations carefully, and during our stay money was stolen from our safe. We reported it immediately. The hotel sent three security guards and a concierge to our room. They counted our remaining money and searched all of our belongings, down to our dirty laundry We had to repeatedly follow up with management. They initially refused to provide us with a copy of the incident report. When we were finally able to speak with management, we were told: - They take no accountability - There was “no evidence” - Records show only our PIN was used However, there is key access to the safes. No compensation was offered. No meaningful resolution was provided. When they did give a copy of documentation it was incomplete. Being subjected to a full search of our personal belongings, then dismissed without documentation or accountability, felt like a violation of our privacy and a failure to ensure guest safety. This significantly impacted our trust in the resort. At the beginning of our stay, there were several friendly beach dogs around the property. They were calm and interacted gently with guests. Midweek, they suddenly disappeared. Multiple guests reported seeing the dogs being beaten and locked in cages. I did not personally witness this, so I cannot independently verify what occurred. However, the abrupt disappearance combined with what several guests reported was deeply concerning. Whether or not those reports are accurate, the situation raised serious questions about how animals on the property are handled. Room Conditions We stayed in Building 10. The room smelled strongly of mildew Visible black mould in the shower Air conditioning worked only one out of seven days Thermostat was defective TV did not work They sent a dehumidifier which helped slightly. They offered another room, but it also smelled of mildew. A maid was sent to address the odour, but she sprayed a strong cleaner on the walls which was overwhelming and did not resolve the issue. It was Super Bowl weekend during our stay. At other all inclusive resorts I have visited, this has always been treated as an inclusive event for guests. Here, the resort closed one of the à la carte restaurants and charged per person to attend a viewing event. The event was sold out before we even arrived, so we did not have the option to attend. It felt like a cash grab rather than an effort to create a positive shared guest experience. There were not enough lounge chairs at the beach or pool for the number of guests. The beach itself is beautiful and natural. There are no large neighboring resorts, only smaller condos and villas, so walking in either direction feels lush and undeveloped. We saw sandpipers, sand dollars, and many tiny hermit crabs. The water directly in front of the resort is shallow with reef, so swimming is better farther down the beach on the left side. Food was acceptable overall. The French, Italian, and Brazilian restaurants were good. The Fish Market restaurant was disappointing. The crowd skewed older, primarily guests from Quebec. Service was generally acceptable but not particularly warm, even when tipping consistently. TLDR: The natural setting is lovely. However, having money stolen from our safe, the way management handled the situation, and the concerns surrounding animal treatment significantly affected our stay. Guest safety, privacy, and responsible management should be non negotiable. Unfortunately, this experience did not meet that standard, and I would not return.

My husband and I just returned from bahia El Portillo on February 4, 2026. This was our 4th year in a row, but sadly we will not be returning. Its a long story but I will try to keep it short -pools and beaches are fantastic as are drinks and service in this area -grounds and surrounding areas are kept very well -food is decent although repetitive...finding something you like is easy -service in buffet is spotty at best NOW THE ROOM WE HAD...I had asked for a certain room block ahead of time...I know it's not guaranteed but it was our 4th year in a row for 2 week periods so worth a request -were greeted with."oh first time here and we can't accommodate you -our room 08302 was a nightmare. While the balcony had a lovely view of the jungle that is where it ended -AC never worked -AC wall grate crashed onto the floor twice, maid swept around it and was left there. We saw that it was black with mold. The second time it fell my husband used wipes to try to clean it off -patio door didnt lock -mini fridge didnt work -tv didnt work for 2 days (normally don't care but we had 2-3 rainy evenings) -headboard was not screwed into wall so everytime you moved on the bed it banged against the wall...annoying thru the night -patio light broken -broken remote THE BIG ONE...OUR DOOR LOCK DIDNT WORK...IT WASNT OUR KEY CARDS BUT THE DOOR MECHANISM. SEE PICTURE ALL OF THESE ISSUES WERE REPORTED A TOTAL OF 8 DIFFERENT TIMES. Nothing was REMEDIED. Only after we were locked out late in the evening did they finally send someone who did not know how to fix it. He smashed and banged...bothering other guests who came out of their rooms til the door locks and door were smashed. He proceeded to go inside with my husband and close the door and THEY were locked inside. I felt like we were being PUNKED. Initially they said they would replace the lock but couldn't say when...considering that we had no faith in them showing up...we demanded a new room. We moved to a new room at midnight. Overall, we are just so disappointed at the lack of service. Time for us to go elsewhere

great entertainment good food lovely beach had a great time good value for the money very clean great staff lovely resort would recommend,