TripAdvisor Traveler Rating

The location of the hotel is very convenient: next to the beach restaurant & beach itself. Rooms are spacious, have a balcony, jacuzzi, comfortable bed. The resort has plenty restaurants, good entertainments.

I paid to have dinners in restaurants, but your resort refused to set reservations as promised. Instead, my group had to eat in buffet all the time. This is a scam. The service is not as promised. There online system didn't update my info correctly and despite my multiple requests from the customer service to change it, so I can check i , nobody could help me. There is a big mess over there. It looks much better in the photos than reality.

Let me start by saying not my first time here. Been twice to tulum and three times to Akumal. This time they left us at the airport without a ride to the hotel. Seems on the day of travel the hotel canceled my transfer but didn’t bother to tell me about it. No email no call nothing. Transfer company Coming 2 refused to help and even sent the bus on without us. But not before showing us the canceled transfer stamped in red. So there we are 4 adults and my 8 yr old autistic grandson, it’s 9 pm and he’s crying. So left with no choice we got in a cab ($290 usd) and went to the hotel. Happy just to be there I decided to wait until morning to talk to guest services. Well until I found the a/c and fan not working in my room. I asked for maintenance to come and fix. I was told it would be about an hour, they showed up the next day and fix the problem. I spoke with guest services ( he said he was the manager ) the following morning. I was told I needed to write an email that this email would be answered and the issue would be dealt with within 5 days. Five days later, I was told that it wasn’t their problem I needed to speak to the people with coming 2. Coming 2 insisted that it wasn’t their problem that it was the hotels. I then spent the next several days with fingers pointing back-and-forth between coming 2 and the hotel. Now I’m aware that coming 2 just does what they’re told to do by the hotel. So I am not blaming them. The one lady with coming 2 was even nice enough to call hotel reservations on my behalf. She found out that they had no record of informing me of the cancellation. They also had no record of my booking the transfer in the first place, even though I had screenshots of transfer information and confirmation email for transfer. I spoke to one man at the hotel guest services that informed me that they had just experienced what he called a major issue with their website. I don’t know if that was to blame for this or not. Now after being there for 14 days I’m still no closer to a resolution then I was when I first arrived. This is when Eduardo the regional manager appears. He seems interested in fixing the problem, but once again starts pointing fingers at coming 2. He asks if he can have a couple of hours to get to the bottom of this, and he’d get back to me later that day. When he called that night, it was to inform me that he had yet another email address for me to email and he assured me this would be the end of it. Needless to say, I was a bit discouraged and skeptical. The following morning, I went to the front desk to get email address that was supposed to be dropped to my room, but wasn’t. Eduardo needed to be contacted via text because no one at the front desk knew what was going on. A few hours later. We left the hotel for the airport with no resolution and what seem to be no hope of one. Two weeks later finally found a phone number that would put me in contact with a living breathing person only to get another email address. I sent an email today with receipts and copies of the cancellation and transfer confirmation and Screenshots transfer information from their website. Hopefully someone gets back to me in a timely fashion. Now a few years back, when we were there, there was an incident at the Tulum and of the beach a local came onto the beach, trying to sell his wears. Part of the appeal of these resorts is that it’s gated and secured. You can feel safe and relax When he was asked to leave a gun was pulled, and one of the lifeguards was shot not fatally, but certainly bad enough. We’ve always enjoyed the beach as that’s where the turtles were always being hatched. So of course, this time I was surprised to find locals selling their goods openly at the Akumal end of the beach. After approaching us to sell to I suggested that I wasn’t sure he should be there at all and he moved off as quickly as possible. It wasn’t all bad. The service staff of course always do their best to make everyone happy and comfortable. The buffet is less than they have been in past years but you can still always find something to eat. À la cart restaurants aren’t anything like they used to be. To start changes in chefs and the lack of new menu items makes à la cart less desirable. This is assuming you can get a reservation. With bookings being full two weeks before you even get there. I try to temper my expectations. Five star hotel means different things around the world. And when we first started going to Mexico, the string of resorts was still fairly new. Hurricane Burrell had just swept through on the fifth and repairs were still being done when we got there. So you need to overlook missing doors on utility rooms. There’s more to worry about. There seems to be a real lack of any meaningful maintenance being done. Water from ceilings bathroom. Constantly leek of water from under tub. Patio doors that don’t fully work correctly. My grandson cut his hands and feet 5 time in the pool on broken tiles. It seems like a coat of paint and some silicone is the remedy of choice. With all that said it seems the biggest changes that have occurred there are the changes to the staff and management. They are left without direction or the ability to make decisions on their own. This seemed like a fairly easy situation to resolve and yet no one was able to do so. So would I go there again? I don’t know. I’m not sure I feel safe there anymore not if I can’t get there safely

This hotel is the reason I love Mexico, I was so unbelievably sad to leave on Sunday- the staff go above and beyond for you. My husband and I visited this hotel 11 years ago and decided to return for the final week of May 2025 with our 5 year old son and my family. The resort did not disappoint. I wasn't overly happy with the lack of al a carte restaurants available due to the fires in Coba and renovations, but this was obviously beyond our control. In addition, our first week we did notice an awful lot of residents from Coba were utilising the Akumal facilities meaning it was a lot busier, but this subsided during our second week. The pool bar staff are incredible, coming directly to your sunbed or asking you in the pool if you would like a drink regularly. This service continued to the Sports Bar, with particular thanks to Ana who worked tirelessly to service our table during our stay. 5 start service. Sadly we only visited 3 al a carte restaurants due to availability, however, please PLEASE remember to download the Bahia Principe app as we were automatically booked into restaurants and we didn't know about the app until our 4th night.... The entertainment staff were brilliant and are a credit to the resort and even knew my little boy Noah by name by the end of the holiday. The resort is being renovated but please be assured that the main hotel isn't overly affected and you cant hear the noise at the main pool or within the buffet area- they really are doing their best to limit the impact on the guests and whilst it was a little bit of an inconvenience, it didnt affect our holiday. Bahia Principe Akumal- we will be back in a couple of years! The real reason I love Mexico.

Great resort, good food, good entertainment team, good bars. Great newly renovated rooms. A lot of stuff to do for kids and great shows every night. A little far from the airport, however we get a free transportation for being members. Britches resort 10 times.