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“terrible experience”

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Luxury Bahia Principe Sian Ka'an Don Pablo Collection
Ranked #5 of 23 Hotels in Akumal
Certificate of Excellence
Scranton, Pennsylvania
Level 3 Contributor
13 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
“terrible experience”
Reviewed 23 August 2014

we stayed in May for our honeymoon...HUGE MISTAKE! The reason we stayed here is because we had the most incredible experience at the Luxury Bahia Cayo Levantado in Samana, DR. These 2 hotels from the same chain are total opposites.
I'll keep this simple..
1. Customer Service is not happening at Sian Kaan.
2. Property is a total concrete eyesore that has ruined the beautiful jungle.
3, Got food poisoning on day#2 - SEVERE!
4. You have to take trams to go anywhere on the property, and the trams are disgusting death traps that release smoke into your face.
5. Food is very bad.
6. we were never acknowledged for being there on our honeymoon.
7. We left on day 5 and paid to stay at Zenserenity in Tulum - thank god we did - it saved our trip.
I could go on and on about this aweful place. We holiday twice per year, usually to Mexico, so we are a couple that has experience staying at resorts here. Don't stay here...we would recommend Valentin Imperial Maya, Zenserenity Wellness Resort & Spa, Now Sapphire...the only Bahia we will ever stay at is Luxury Bahia Cayo Levantado in Dominican Republic.

  • Stayed May 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
15 Thank sharon m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RRPPSIANKAAN, Public Relations at Luxury Bahia Principe Sian Ka'an Don Pablo Collection, responded to this review, 25 August 2014
Dear Sharon,

Thank you for choosing our hotels for the second time and for reviewing your stay of May at Luxury Bahia Principe Sian K’an; your comments are welcome and value.

We are sorry to read about your disappointment. On behalf of our management I would like to make a heartfelt apology that your stay was not up to your expectations, our team works very hard to ensure our facilities and services are superior.

We are very concerned about the health problem you had during your stay; we take these matters very seriously considering food health issues and have daily healthy inspections to eliminate all potential cases. Also, we will like to say that traveling can increase your chances of getting sick because the body needs time to adjust to water, food and air from other places, the presence of microorganisms other than those around them, environmental allergens, dietary changes, stress travel, and other factors, also the resort's water and food buffets or snacks are consumed by a large number of people, if any of these were contaminated, would undoubtedly several guests with the same condition in a short period of time. To avoid such incidents, we have an extreme caution in the management of food hygiene or food safety. Staff are trained regularly for food and beverage routine checks are carried out water quality (first of all it is important to mention that all the water is purified by reverse osmosis, plus they take control of chlorine daily sampling for microbiological analysis ) and as for the sanitary control of food (take temperatures of all processes described as HACCP systems, refrigeration, freezing, thawing, cooking, food display at buffets, etc), weekly inspections conducted by the Quality department and monthly inspections by an external company (Check Safety First).

Once again thank you for your time and comments, hoping that you give us the opportunity to welcome you again to be able to offer you a better experience.

Warm Regards,

Lizeth Arratia
Luxury Bahia Principe Sian Ka’an Don Pablo Collection
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  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
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Montreal, Canada
Level 3 Contributor
13 reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 23 August 2014 via mobile

Everything was wonderful. The staff, the room, the beach, the golf course, the pools, the entertainment...everything! Both the a la carte restaurants are top notch and if you're lucky enough to have Manuel as your waiter in the buffet resto, you're pretty much set for a fantastic experience!

Stayed July 2014
Helpful?
1 Thank Aryanarian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RRPPSIANKAAN, Public Relations at Luxury Bahia Principe Sian Ka'an Don Pablo Collection, responded to this review, 24 August 2014
Dear Guest,

Please receive greetings from the Mexican Caribbean. We really appreciate that you have taken the time to give us your feedback regarding your recent stay at our hotel.

We are glad to hear that we met your expectations with our attentive services and that you enjoyed your room, the staff, the beach, the golf course, the pools, the entertainment and the restaurants. Thank you very much for mentioning the hard work of our staff and specially for mentioning Manuel, he is a great ambassador of service in our hotel; we will forward your comments to him and the rest of our staff.

It has been our pleasure to be at your service and we hope to welcome you back again at our hotel.

Sincerely,

Lizeth Arratia
Luxury Bahia Principe Sian Ka’an Don Pablo Collection
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Strasbourg, France
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 23 August 2014

We are customers from the GBP since 1999, first at the Tulum hotel and then every time at the Coba hotel.
We have just come back from our first vacation at the Sian ka'an. We booked very late this year and found only a room available at the Sian ka'an, otherwise we would have returned to the Coba hotel. So we went there thinking we will just sleep at the Sian Ka'an and go to the Coba for animation, to have dinner, to the pool,... As we always did. In fact, we tried once to have dinner at the Coba buffet, but it was so overcrowded and noisy that we returned to the sian ka'an. Now that we experienced the Sian ka'an, it is our favorite hotel. What we really do appreciate the location in the jungle which is nice and quiet, the peaceful atmosphere every where at this hotel.
Buffet's quality and variety are great and waiters are doing an astonishing job.
Rooms are well furnished and very clean. But the more noticeable is the kindness and professionalism of the staff. We really want to thank them all.
We'll be back at GBP next year again but at the Sian Ka'an for sure.

  • Stayed August 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
6 Thank Michel-Bahia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RRPPSIANKAAN, Public Relations at Luxury Bahia Principe Sian Ka'an Don Pablo Collection, responded to this review, 24 August 2014
Dear Guest,

Thank you very much for your recent visit to the Luxury Bahia Principe Sian Ka’an Resort and for taking the time to write your positive impressions about our hotel.

It is a real honor to hear that you consider our facilities your favorite resort since your last stay and that you could enjoy it´s beautiful location and it´s peaceful atmosphere, all of your commets will be forwarded to tour staff and taken into great consideration.

We really hope to welcome you aghain in a near future.

Lizeth Arratia
Luxury Bahia Principe Sian Ka’an Don Pablo Collection
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 22 August 2014 via mobile

This hotel was everything and more than we expected. Fantastic food. Saturday night is gala night and the buffet restaurant is the place to eat. Superb dishes including seafood and delicious desserts. There is definitely something for everyone. All staff throughout resort are friendly and very welcoming. Rooms were clean and quite spacious. Pools are a must for a cool down and even staff always on hand to bring drinks to you at the pool. Nothing was too much trouble. Easy access to other sister hotels on site. Two minute ride on buggy cart to any of resorts hotels and beach connected to this hotel. Will be going back next year to this hotel. Couldn't fault anything. Perfect.

Stayed August 2014, travelled as a couple
Helpful?
4 Thank Samantha H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RRPPSIANKAAN, Public Relations at Luxury Bahia Principe Sian Ka'an Don Pablo Collection, responded to this review, 24 August 2014
Dear Samantha,

First of all we want to sincerely thank you for sharing your kind comments regarding your recent stay, we are really glad that our resort exceeded your expectations, your wishes to return are the enthuisiasm that motivates to our staff to continue providing a warm and sincere service.

Thank you so much for mentioning that you really enjoyed our facilities, our restaurants and that the room fulfill all of your needs.

We are excited to welcome you and your family back.

Kindest regards,

Lizeth Arratia
Luxury Bahia Principe Sian Ka’an Don Pablo Collection
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York City, New York
Level 3 Contributor
17 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 22 August 2014

I just got back from a relaxing vacation to this amazing resort. The hotel was beautiful, the staff was amazing, and the restaurants were phenominal. Everything about my trip was perfect. I was a little disappointed at first that the hotel was not on the beach, but after actually being there and seeing that the hotel runs golf carts every few minutes taking you right to the beautiful beach I realized that there really was no issue. I would highly recommend staying at any Bahia Principe resort as their service is second to none.

Room Tip: Spend a little more for the penthouse; it is perfect sitting out in the jacuzzi under the stars
See more room tips
  • Stayed August 2014, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
5 Thank James F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RRPPSIANKAAN, Public Relations at Luxury Bahia Principe Sian Ka'an Don Pablo Collection, responded to this review, 24 August 2014
Dear James,

We are really happy to know that you had relaxing vacations with us, and that at the end there was no issue that the hotel was not by the beach.

Its always great to know that our guests enjoy the restaurants, the beach and the service of our staff.

Thank you for recommending our hotel and it would be a pleasure to welcome you back in the future.

Warmest Regards,

Lizeth Arratia
Luxury Bahia Principe Sian Ka’an Don Pablo Collection
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 21 August 2014

Another superb trip to Sian Ka'an! The staff are amazing and you get a fantastic service from everyone from the cleaning staff to the animation team!

Highlights
- as a Sian Ka'an customer you get to eat at any of the a la carte restaurants as often as you want. The buffet is brilliant still but take advantage of the a la carte, especially the Maiko asian restaurant!
- the animation staff are amazing, Lupita, Danial, Gabriel and Christina! Lupita and Danial in particular made the volley ball and water polo so much fun! They both were great at the hacienda party too and seemed to always be around to keep you entertained and to have a laugh! The crazy games were always great fun too! (Especially as we won two tickets to swim with the dolphins, and they give these away every day so take advantage) The bar staff were great too with Carlos in particular who was always great fun too talk to and made the best cocktails!
- make the most of the shows that are on every night. Cultural shows are always a highlight, and the Michael Jackson and Elvis shows are great as well.
- the hotel is situated close to tulum (to see the only Mayan ruins on the coast) and Akumal beach (where we saw loads of sea turtles and sting rays) and also playa del carmen where they have coco bongos which was also brilliant!

For an awesome, fun relaxing holiday you have to check this hotel out!

A fantastic place, we'll definitely go back!

  • Stayed August 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank drhodesign
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RRPPSIANKAAN, Public Relations at Luxury Bahia Principe Sian Ka'an Don Pablo Collection, responded to this review, 22 August 2014
Dear Guest,

We would like to thank you for choosing us to spend your superb trip. We are grateful for your comments regarding your recent stay with us and really appreciate that you have taken the time to give us your feedback.

We are happy to read that you find a perfect way to relax enjoying the facilities, the a la carte restaurantes and the service provided by our staff, specially form our animation team and Carlos at the bar; we will forward your comments to the staff, especially to them.

We would be delighted to welcome you in the future.

Sincerely,

Lizeth Arratia
Luxury Bahia Principe Sian Ka’an Don Pablo Collection
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Newcastle upon Tyne, England, United Kingdom
Level 2 Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 20 August 2014

My husband and I have just returned from an amazing two week holiday here celebrating our second wedding anniversary.

The hotel and grounds of the Sian Kaan are beautiful. There are 4 pools. Two are very quiet (one next to Alux restaurant and a jacuzzi one behind Maiko restaurant - it is worth going to find this and paying it a visit as we nearly didn't!) The other two pools are next to the snack bar and are where any entertainment from the animation team takes place. The drinks service from these pools is also more regular and the cocktails are delicious!

The food here is amazing. We loved the idea of being able to dine in a restaurant every night and wanted to try as many of the different al a carte restaurants as possible. We made reservations for almost every night on the first day (as recommended in previous reviews). Reservations were made with no problem for the time or around the time we wanted. The two Sian Kaan al a cartes (Alux and Makio) are far superior to others at the sister hotels Coba, Tulum and Akumal and I would recommend repeat visits. The quality of service and food here are exemplary and up there with the the best restaurants we have ever dined in. We booked Alux for the evening of our anniversary (and again on our last night) through recommendations in previous reviews. We were not disappointed! We had mentioned when booking that it was our anniversary and were presented with a rose petal covered table and a personalised dessert. This is the place to dine if your are celebrating a special occasion such as anniversary or birthday while you are away as they will go out of their way to make it special - especially Victor! We had breakfast and lunch at the buffet restaurant most days. The selection and quality of food is the best I have ever seen from an all inclusive buffet. We dined at the other hotel buffet restaurants on a few occasions when we were down at the beach and while nice, they do not offer the wide selection at Sian Kaan. The staff work so hard and I must make a special mention to Manuel from the buffet restaurant who looked after us during our stay. He was always exceptionally cheerful and his service was fantastic - he ran around like no-one else!

The hotel evening entertainment is better than standard hotel entertainment. We particularly enjoyed the synchronised swimming and circus acts.

The buggy service to the other restaurants, beach and hacienda is very regular. If you tell the driver the restaurant you are going to, he will drop you right outside.

We were very pleased with our room which was on the top floor as requested. Our room was spotlessly clean every day and the daily towel art a nice touch! The mini bar was also very well stocked!

The only improvements we could think of would be for better air con in the buffet restaurant and for the lobby bar to be open later. That said, the 24hour snack bar continues to serve alcohol all night so we would head there if we wanted to continue the evening. However, the premium spirits weren't available here as they were in the lobby bar.

All in all, the holiday was extremely good value for money and it is going to be difficult for our next holiday to live up to this one. We would love to return and will certainly be recommending the hotel. Thanks for a great stay Grand Bahia Sian Kaan.

  • Stayed August 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Helpful?
14 Thank Jade W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RRPPSIANKAAN, Public Relations at Luxury Bahia Principe Sian Ka'an Don Pablo Collection, responded to this review, 21 August 2014
Dear Jade,

We are glad that you and your husband had a good time celebrating your second anniversary at our hotel. Thank you so much for taking time to post your comments about it.

It is always great to know that our guests had a great experience enjoying the grounds, the amazing food, the a la carte restaurantes, the entertainment and the service of our staff.

Thank you also for mentioning the points where we can improve; be sure we will give proper attention.

We really appreciate your recommending us and it will be great to welcome you back in the future!

Kindest Regards,

Lizeth Arratia
Luxury Bahia Principe Sian Ka’an Don Pablo Collection
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Luxury Bahia Principe Sian Ka'an Don Pablo Collection

Property: Luxury Bahia Principe Sian Ka'an Don Pablo Collection
Address: Carretera Chetumal | Cancun Km 250, Akumal 77760, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Akumal
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Romantic Hotel in Akumal
#2 Family Hotel in Akumal
#5 Spa Hotel in Akumal
#5 Luxury Hotel in Akumal
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Luxury Bahia Principe Sian Ka'an Don Pablo Collection 4*
Number of rooms: 420
Official Description (provided by the hotel):
Facilities and services 4 outdoor pools (1 with Jacuzzi) Sun terrace with loungers and sun umbrellas BAHIA SPA (additional charge) Transfer to the beach and other facilities on the complex (at set times) Water activity centre, Beach Club with exclusive bar (at the Grand Principe Tulum) Motorised water sports (additional charge) WiFi access in the lobby and in rooms (free of charge) 1 international buffet restaurant 2 speciality restaurants 4 Bars 1 snack-bar Riviera Maya Golf Club: 18 long holes and 9 executive holes with lakes, natural wells and Mayan forest. Hacienda Dona Isabel: karaoke bars, shows, live music and disco. Rooms 420 rooms including 4 types: Junior Suite, Deluxe Junior Suite, Deluxe Garden Junior Suite, Deluxe Penthouse Junior Suite. Deluxe Garden Junior Suites and Deluxe Penthouse Junior Suites are larger than the Junior Suites and the Deluxe Junior Suites. Room facilities: King size bed or 2 full size beds Air conditioning Ceiling fan Direct phone line (additional charge for external calls) Sitting area with sofa-bed and armchairs Balcony or terrace Bathroom with shower, hair dryer and magnifying mirror Bathroom amenities Bathrobe and slippers Don Pablo Collection amenities Alarm clock with iPod docking station Flat screen TV Coffee-making facilities Mini-bar Safe Iron and ironing board 24 hour room service Butler service in rooms Private Jacuzzi Wifi (free of charge) Pillow menu Aroma menu Other services Medical service (additional charge) Pharmacy (additional charge) Specialised service for organising weddings and anniversaries, as well as corporate incentive trips and conventions Casino ... more   less 
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Also Known As:
Gran Bahia Principe Sian Ka`An Golf Resort And Spa
Gran Bahia Principe Sian Ka`An Golf Hotel Akumal
Luxury Bahia Principe Sian Ka'An Don Pablo Collection Riviera Maya, Mexico - Akumal

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