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Reviewed 14 October 2017

We joined the Grand Bahia Privilege Club in December and were given a free trip to this resort. When we read the reviews we considered not using the free trip. I'm glad we went ahead with our vacation. We loved every moment of our trip. We were pleased with the facilities and we will definitely return. In the past I've traveled to Jamaica, Turks and Caicos and Bahamas. Bahia San Juan was by far our best vacation. The staff were incredibly friendly and accommodating. Most other resorts that I have visited won't offer exceptional service unless you are a bit tipper. At Bahia San Juan the staff treat you like gold and don't expect anything in return. We had so much fun at the resort that we only opted for 1 excursion. My teenage girls had a blast as well and made many new friends.
My only complaint would be that the servers don't seem to be aware of the urgency of fortifying with coffee in the morning. They seem too laid back on that issue. We also found if very challenging to arrange a late check out but in the end, the resort came through.
The food at the French restaurant was incredible. We didn't try the Asian restaurant and we found the Italian mediocre.
We were very concerned about bugs as they were mentioned in most of the reviews but we didn't even have to use but spray. We were a little disappointed that we didn't get to use the catamaran or kayaks because the red flag was up each day but the resort staff can't control the weather. Don't bother bringing snorkel gear because it is not a great location for snorkeling.
Overall, we were thrilled with our vacation. The staff went above and beyond to make us feel like royalty. Special thanks to Delvi and Javier at the privilege club.

Stayed: October 2017
1  Thank 1414_14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cservicebpsj, Quality & Customer Services Department at Grand Bahia Principe San Juan, responded to this reviewResponded 16 October 2017

Dear Guest,

Thank you for taking the time to bring your comments during your stay with us as it is through communications of this nature that we can evaluate our level of service and improve our facilities on all aspects.
Thank you very much for highlighting our amazing staff, they will very grateful to hear of your good comments.
Once again, thank you so much for your review and we sincerely wish to welcome you again very soon to our Hotel Grand Bahia Principe San Juan. We will be at your disposal for whatever you may need.

Kind regards,

Annyibert Gonzalez
Grand Bahia Principe San Juan

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 October 2017

What you are about to read is the tragic story of a weekend at Grand Bahia Principe Rio San Juan, let's say that the only thing that was Grand about my stay was the disappointment.

But I'll be fair and separate what was good from bad. Let's start with the good areas.

The good:

-The bedroom was great, very clean (except for the bedcover), it seemed like it had gone through renovations some time prior my visit, it had a nice A/C, TV, and bed. Points for that.

-The overall quality of the installations at the Hotel was really good, no complaints there. Big pools with the right deep for adults.

-The food quality was ok, not the best I've tried at hotels but certainly not the worst.

And that's about it.

The bad:

-A horrible menu at lunch service (Almost no type of meat whatsoever), and it was the same menu every day. By the way, did I mention that there were cats running around at the restaurant?

-Plastic water and wine glasses with super vivid scratches.

-"A la carte" restaurants were far from being a la carte, you could only ask the waiter for one of the options in the main course menu, everything else (and I mean, everything else) had to be selected by yourself at a buffet table.

-In one of the restaurants, we had an unpleasant moment because the reservation was mistyped at the Lobby and it said "For 7 people" while we were in reality, 8 people. They didn't want to put an extra chair and dish on the table because of "aesthetic".

-It was the birthday of one person in my group and the restaurant staff refused to sing happy birthday because "You need to order that at the lobby 24hrs prior your visit".

The worst:

-Definitely, the worst topic about my experience was customer service. Staff always wanted to make jokes that were inappropriate. They wanted to hit on girls knowing that we were all couples in the group. The service was so bad that I felt I was not paying. Waitresses went to your table and took cutlery and crockery to put in another table (without your permission), You had to be very careful when you were eating because if you stop to talk to the people on your table then a waiter or waitress would appear out of nowhere to take your dish. They would hang up the phone when you called from your room.

-Logistics was the second worst aspect of the hotel. There was no doubt they didn't have anyone thinking about it. From the moment you did the Check In to the moment you left the hotel, there was always a weird process you had to do before enjoying something. For example, when you wanted to go to the fun area you had to walk across the hotel to look for the items you were going to use, like the pool sticks and balls.

-They almost never had the pool system running, one day at 10 am we couldn't enter the pool because they were cleaning it with a broom while the pull was full of water. Extremely nasty.

Verdict:
I will never go to the hotel again and probably not to any in the hotel chain (neither in the Dominican Republic nor in Mexico or any other country) due to their poor customer service, the lack of respect of their staff and the non-existence logistics in the hotel.

  • Stayed: October 2017, travelled with friends
    • Sleep Quality
    • Rooms
    • Service
3  Thank Omar D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cservicebpsj, Quality & Customer Services Department at Grand Bahia Principe San Juan, responded to this reviewResponded 16 October 2017

Dear Guest,

Thank you so much for your opinion about our hotel, we really appreciate it.

We regret so much that we could not meet your expectations in some of our service. However, we sincerely appreciate your review as it is through communications on this nature that we can see what specific points we must focus to our attention.

Please do not hesitate to contact us whenever you are planning to come back.

Kindest regards,

Annyibert Gonzalez
Grand Bahia Principe San Juan

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 October 2017

Time of travel: Sep 25-Oct 2, 2017

No signs of hurricanes, everything is in a good shape. About 1.5 hrs bus ride from Samana airport.

At a time of booking, we knew locals are allowed to the hotel on weekends, but there was not much choice as we had to rebook due to the hurricanes.

Food: pretty good Mon-Thu, better choice compared to Cuba; terrible Fri-Sun: too many locals, long lines and waiting times, lots of empty food trays, little to no choice

Table Service: very good Mon-Thu, very polite and caring waiters; bad Fri-Sun simply because they have no time to take care of so many tables

Pool: three pools, the main one is good for both adults and kids (shallow entrence); Fri-Sun overcrowded with locals

Rooms: standard rooms; due to a low season we lived very close to the buffet, lobby and other main places; however the hotel is huge and it make take ~ 15-20 mins to get to the lobby on foot

Beach: as expected, not even close to Cuban beaches, the sea is dark, lots of seaweed, and sea urchins. Two people from our company stepped on them on the first day. More of them are close to the artificial wave-guards. wave-guards look very ugly by the way. The best place for swimming on a hotel beach we found was between the wave-guards, which is used by small boats and hobie cats, but there wasn't much of them due to a low season.

Room service: very good; mini bar re-stocked daily. Safety box is free, but I could open it even without the keys, just need something flat and narrow, so not sure how much safe it is.

Bars: main lobby bar closes at 11 pm. There is another bar open from 10 pm till 7 am in the snack area, but it has smaller choice of beverages.
What we didn't like is that bars don't have coffee machines, so you cannot get anything like Spanish coffee, etc; instead you have to use a coffee vending machine.
There is also a bar in the main pool.

Entertainment: average, we found one pool table but it had no required accessories to play. Concerts are all same, dancing, etc. Animation team is not intrusive

  • Stayed: September 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank serg_bush
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cservicebpsj, Quality & Customer Services Department at Grand Bahia Principe San Juan, responded to this reviewResponded 10 October 2017

Dear Guest,

Thank you so much for your opinion about our hotel, we really appreciate it.

We are so happy that you have a great time in our services and facilities during your stay in our hotel and we hope to welcome you once again in Grand Bahia Principe San Juan.

We regret so much that we could not meet your expectations in some of our service. However, we sincerely appreciate your review as it is through communications on this nature that we can see what specific points we must focus to our attention.

Please do not hesitate to contact us whenever you are planning to come back.

Kindest regards,

Annyibert Gonzalez
Grand Bahia Principe San Juan

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 October 2017

We came back on Monday from this wonderful hotel.We arrived 17/9/17 and can honestly say we had a wonderful time. Plenty of choice of food in the restaurants. We ate in the Italian and Mediterranean and the food and service was faultless. From staff in receiption to animation team to bar staff to restaurant staff to cleaners all were fantastic. There was more than enough entertainment with a different show every evening. Our Tui Rep Bernie was fantastic and very helpful.
Whilst we were at the San Juan we decided we would love to renew our wedding vows there this time next year due to the idyllic location. We have emailed the resorts wedding planner and are awaiting a response so we can book our next holiday at this wonderful resort.
We did have a hurricane whilst we were there and we can honestly say the Management and staff could not have look after us any better what a wonderful bunch of people.
Can't wait to return next year.

  • Stayed: September 2017, travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank _wendyhopkins
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cservicebpsj, Quality & Customer Services Department at Grand Bahia Principe San Juan, responded to this reviewResponded 16 October 2017

Dear Guest,

Thank you for posting a review about your stay at Grand Bahia Principe San Juan and for having chosen our hotel to spend your vacations.

In the name of the Hotel Management, we would like to express you how pleased we are to read that you have enjoyed a "Fantastic time" as the title of your review shows us and we are very pleased for your positive lines referring our gastronomy , rooms and the friendliness of our staff. This motivates us to keep working to make feel our valuable costumers as part of our family as we aim in Bahia Principe Hotels and Resorts.

We kindly invite you to give us a new visit; please do not hesitate to contact us before your arrival.

Bahia Principe Hotels & Resorts, all-inclusive hotels in Puerto Plata.

With regards,

Annyibert Gonzalez
Grand Bahia Principe San Juan

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Reviewed 5 October 2017 via mobile

We ( a Mum ,Dad son and daughter both teenagers)have just returned back to the uk after a family holiday there. I must admit I did read the reviews on here about the hotel and was some what apprehensive about the resort. I do feel that they are harsh although they are people’s opinions the same as mine is.... We all had a fantastic time, we found the hotel very clean very well managed and all the staff very polite and extremely helpful. Just a few little points to note is that not every room and available power points ( we had 2 rooms )and in 1 room we had 4 plug sockets and the other room only had the 1 in the bathroom!!!!We got to know another couple from the uk whilst we was there and they also only had the 1 plug socket for charging phones etc in their bathroom yet the other room had 4??? . Rooms are nice and big, we found the rooms very clean and beds were very comfortable the housekeeping team did a brilliant job keeping everything clean and tidy in the room and keeping the minibar restocked everyday....
As somebody else pointed out we didn’t feel the rooms or the hotel Felt dated or tired.
They have a main buffet style restaurant, serving plenty of hot/ cold foods , seemed to be a different theme each evening which was great, there was plenty of choice with having a pasta bar, a grill with either fish or meats freshly grilled and at breakfast it was a omelette bar, what ever sitting breakfast lunch or evening meal we always felt there was plenty of choices all cooked well and tasted great. I feel you would be hard pressed not to find something that you could to eat to be honest..... the waiters/ waitresses all very friendly and I should mention that when you enter any of the restaurants you are asked and offered hand sanitizer which is a brilliant idea I think....
A special mention to Eddie in the mornings and lunch times he was a true star and brilliant.... always ready to top up either your coffee or water....
Yes they do have loads of entertainment going on during the day and again in the evenings we did go and see the Michael Jackson tribute act which was pretty good.... to be fair the entertainment team do come up and ask if you want to join in but they don’t pester you if you don’t.... I did see the children’s entertainment going on but as we don’t have young children I can comment on how good they were....
We found no problem during our stay with the bar staff very friendly and very efficient and we never had a problem getting served either, the drinks are on par with other hotels we have stayed at, they are the local equivalent you only get the branded ones if you pay or you up grade to the privilege members club( black wrist bands).
There are also 3 pools the big main pool with the swim up bar and another biggish pool ( which we used) with a pool bar just off the beach and another pool near the snack bar. We didn’t really use the beach so can’t comment on that really , we all prefer to be round the pool.
We was there when Hurricane Maria went past
And we couldn’t fault the hotel on how efficient they were in dealing with everyone. They gave us all plenty of food and had water delivered to the room to keep us all going ( although the friends we made, they didn’t receive any water) they came and boarded up the balcony windows and posted a letter saying what was going to happen and giving us contact numbers if we needed to contact the hotel during the hurricane.
Yes they do allow what they term as locals in at weekends but to be fair they didn’t come on our middle weekend because of the hurricane so we only had them from the Saturday we arrived and most had gone by the Sunday on our first week I can see why people say a lot about this , but we never really had a problem but yes they do kinds of take over but them seemed friendly enough.
We all had a brilliant holiday in a beautiful location we had rooms 2619/2620 which was within walking distance to everything and yes we would return for another holiday here . It was certainly a lot better than I had expected........

Stayed: September 2017, travelled with family
5  Thank Tina J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cservicebpsj, Quality & Customer Services Department at Grand Bahia Principe San Juan, responded to this reviewResponded 6 October 2017

Dear Guest,

On behalf of Hotel Management and all the staff working at Grand Bahia Principe San Juan, we thank you for publication on Tripadvisor about your experience in our hotel.

We are very happy to acknowledge that your experience was amazing and unforgettable due to our facilities and excellent service. In Grand Bahia Principe San Juan we want our valuable costumers to enjoy memorable holidays.

We invite you to visit us once again so you can enjoy our facilities and remain at your disposition for any further assistance prior your return.

Bahia Principe Hotels & Resorts, your best hotel in Puerto Plata.

Best regards,

Annyibert Gonzalez
Grand Bahia Principe San Juan

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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