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Reviewed 25 June 2018 via mobile

I recently went to Sian Ka'an for the first time. The hotel was stunning, and you had the opportunity to travel among different resorts which was an amazing experience, there was always so much to do. When staying at Sian Ka'an I had an outstanding experience, the staff was friendly and ensured you had an amazing time. I definitely need to recognize Palomo, he would always encourage you to play activities and would ensure you are having an awesome time. He had such great enthusiasm and knew how to engage with the visitors. He definitely made my experience much better and should be recognized for his awesome personality! The food was amazing and the drinks kept coming! I would definitely encourage getting the Penthouse Suite as it will make your experience much more relaxing. Not only, you get a butler to assist with filling your jacuzzi! I encourage everyone to visit this resort, great experience.

Stayed: June 2018, travelled with friends
3  Thank AngelinaSzymonik
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 26 June 2018

Dear Guest,

On behalf of the entire Luxury Bahia Principe Siankaan team I would like to take this opportunity to thank you for your feedback regarding your recent stay with us.

We are glad to hear that our personnel have left a good impression, we appreciate you mentioning Palomo, your comment is a great motivation for him to keep up with the professionalism and good service.

We are honored that you have chosen our hotel as your holiday destination and pleased to hear that you had a good time during your recent visit to the Riviera Maya.

To provide a better experience, do not hesitate to contact us at info.siankaan@bahia-principe.com, to provide the best service possible for your future stay.

Looking forward to welcome you back!

Receive our warm regards,
Lucero Alvarado
Luxury Bahia Principe Siankaan

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 June 2018

We arrived tired, and stressed. The drive from the airport is straightforward enough, but the checkpoint speed bump thing, on a freeway, is utterly preposterous. We could have got here in an hour......

Nothing to do with Sian Kaan obviously, but as I said,we were tired.

The reception seemed intent on getting the "bracelet" on our wrist ( its 2018, there has to be a better way ? ). No welcome drink, but a cold compress...

Whisked up to the penthouse on a buggy , no butler in sight.

We were at the top end, the farthest end next to the pool that has a very loud PA and the most annoying entertainment host. Every day , he waffles on till 5 in the evening accompanied by the worst music known to man. So that's siesta out of the window then ?

Back to the butler : several times, we had no fridge upkeep, nor room cleaned. "A guy" phoned the room , we voiced our concerns...nothing happened.

Read a review that said, "book all your restaurants when you arrive". Sorry, we're not that anal, but we did some research and booked a few. They were ALL, and I mean ALL, woeful.

Yal-ku buffet : all you need, all day, in the one place, beautifully prepared food, all full of flavour ( thanks chefs ! ) any time of the day till 10:30 ! Served by the most glorious people I've ever met. I'm having withdrawal symptoms not hearing the wonderful Claudia laughing ! What could top this ?

The themed restaurants....every one of them were absolutely lamentable, anchored with the wearisome trams/golf buggies to get there.

Room Tip: The penthouse with the jacuzzi is the best option, but it won’t stop you hearing the PA system.
Stayed: May 2018, travelled as a couple
4  Thank MannyPee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 26 June 2018

Dear Guest,

First of all thank you very much for staying with us and taking the time to write your impressions and experience, this will help us to improve the service we are offering.

On behalf of all the staff, we sincerely regret that we did not meet your expectations. We greatly value the feedback which we receive from our guests as we constantly strive to maintain consistently high standard of service.

We will do our outmost and work to improve your next experience with us, if you can give us another change to restore the confidence in our chain, it will be our pleasure to serve you in the best possible way.

To provide a better experience, do not hesitate to contact us at info.siankaan@bahia-principe.com, to provide the best service possible for your future stay.

Wish you the best,
Lucero Alvarado
Luxury Bahia Principe Siankaan

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 June 2018

Across the hwy from the other three resorts in the Bahia complex this is the adults only resort. You still have access to the other three facilities but you can retire here on the quiet side after spending the day on the beach. Friendly staff and great dining options makes this my favourite of the four resorts in this Bahia complex.

Stayed: October 2017
2  Thank Quijibo69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 25 June 2018

Dear Guest,

On behalf of the entire Luxury Bahia Principe Siankaan team I would like to take this opportunity to thank you for your feedback regarding your recent stay with us.

We are glad to hear that our personnel have left a good impression; your comment is a great motivation for them to keep up with the professionalism and good service.

To provide a better experience, do not hesitate to contact us at info.siankaan@bahia-principe.com, to provide the best service possible for your future stay.

Looking forward to welcome you back!

Receive our warm regards,
Lucero Alvarado
Luxury Bahia Principe Siankaan

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 June 2018

We have just returned from 2 weeks at the Sian Ka'an and can't wait to return next year.
We had the tropical storms hit us and basically put the holiday on hold for 4.5 days but it didnt ruin anything. During the rain the lobby was basically the only place in the hotel to go to. The seats were taken very quickly and the animation team took over with music and announcements so loud that conversation was not possible. I know they have to do a job but most games involved 5 or so people and the rest of the lobby had to suffer, needless to say we gave the lobby a wide berth and went for walks around our hotel grounds or visited the other site with the trolley bus.
The weather either side of the rain was superb with the temparature topping 37c one day. The pools were beautiful and always plenty of beds available. We didn't use the beach at all as we prefer the pools. We didnt see any issues with the beds being reserved with towels which was good to see.
Food was great at the buffet with plenty of choices, we didn't use any of the restaurants available mainly down to the very limited vegetarian options.
Overall a great holiday in Mexico. The staff are first class the hotel is good, if getting a little dated. The food and drink are plentiful what is there not to like about the Sian Ka'an.

  • Stayed: June 2018, travelled as a couple
    • Value
    • Rooms
    • Service
5  Thank 373daver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 23 June 2018

Dear Guest:

First of all I would like to thank you for your detailed feedback regarding your recent stay at our hotel resort. It will certainly help us to keep focus on customer satisfaction and fulfillment of our hotel standards.

Thank you so much for your beautiful comments about the food, the pools, the activities, the staff, the service and our facility.

We are more than happy to know that you enjoyed your holidays with us.

Regarding the situation described, we are sorry about not meeting some of your expectations; all your observations have been forwarded to the General Management of the resort as guest satisfaction is our priority and rest assured we are constantly striving towards excellency in our services.

We really believe that if you decide to visit us again you will have marvelous experience.

Please, do not hesitate to contact us at our email address info.siankaan@bahia-principe.com

Sending you our best regards,
Elizabeth Villaseñor
Luxury Bahia Principe Sian Ka'an

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 June 2018 via mobile

We were unfortunate to arrive during the aftermath of a couple of hurricanes across Mexico. Never the less, we lived in hope for some sunshine!

The bad bits...

On arrival, we were advised that we could not have the room we had paid for due to maintenance issues, so we were downgraded from a penthouse suite to a ground floor room. We were promised that our room would be fixed and available the next day.

We went to our room which was lovely, but the jacuzzi unusable as it was full of soil/debris from the trees above.
It took 3 reception visits and a phone call from our rep to get into the room we had paid for. On arrival to our room, we noticed a leak through the ceiling straight away. It wasn't too bad, but advised reception of this. The issue they were working on clearly hadn't been fixed.

We had to move rooms a further two times after waking up finding water on the floors and on our bed, due to leaks through the ceilings. Management advised it was due to the weather, which was understandable but the rooms are not watertight. I wouldn't have been so annoyed, but reviews on here go as far back as 2015 mentioning leaks meaning the hotel have just 'made good' each time rather than fixing the actual problem!! The roof tops just need a re-grout to make them watertight!
The last room had the worst leak, a broken fridge and jacuzzi, but we couldn't be bothered to pack up and move again. Even so, we were told that the rest of the hotel was full so had no option but to remain there.

Due to the weather, entertainment was cancelled, there were no seats available in the lobby and the staff resorted to paper plane contests which I thought was a little poor!

Key cards didn't work for the rooms - it meant we had to go back to the lobby in the pouring rain numerous times.

The casino (not owned by the hotel but on site) was underhand! Rules changed every night depending which staff were working, normally the rules benefitted them so be careful! Roulette ball also bounced off the table a few times! We left in the end and stopped going there as they were so underhand and made us so angry! Luckily, we still made a tidy profit!

The good bits...

Our butler who we met on day 4 was amazing. I don't like the thought of requesting things but Rey insisted. He really made our stay! He replaced the fridge twice, and fixed and ran the jacuzzi for us. Nothing was too much trouble and you can see he loves what he does. If you have butler service, confide in them, as they get issues solved quicker than reception and make you their priority. They only deal with 2 blocks each, so 12 rooms so it is pretty personalised.

The other hotels were good but pretty busy. Probably due to the rain though.

The jungle buggy and cenote excursion offered at the scuba site was so worth the money! The cenote was exclusive to our group of 6 which I didn't expect. And you get to visit a wildlife park on your way with wild deer! We cant comment on any other excursions as they were cancelled due to weather.

There was a lot of seaweed washed up on the beach after the storms but the staff worked so hard to clear this quickly.

Shuttle bus is great and frequent enough although sometimes confusing.

I would suggest booking CoCo Bongo through the hotel as it was cheaper and you got front row seats. This is a must for any age group!!!

Room service was great and always arrived within 30 minutes.

Room aromatherapy menu was a nice touch and used this most nights.

Buffet food was good, staff worked hard to keep it topped up throughout the service.

Despite the bad parts, we will probably give the hotel another try and are looking into holding our wedding there after a good review from another traveller we met. If it was not for the weather, we wouldn't have had the issues we did and I am sure the hotel would have been 5* luxury. However management really do need to resolve the leak issues once and for all and not wait until the next big storm

Stayed: June 2018, travelled as a couple
3  Thank Kym H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 23 June 2018

Dear Guest:

On behalf of our team we thank you for sharing your vacation experience at our hotel.

We are thankful for your appreciation of the room, the wildlife, the service, the staff, our buffet; as well as for targeting the points we can improve. All your observations are well received and we will do our best to reinforce the areas mentioned.

It is always a great pleasure to receive so encouraging reviews that give our team energy to keep up great work every day.

We hope you will visit us again and we will do our utmost to accommodate your needs and make your stay enjoyable. ;- )

Please, do not hesitate to contact us at our email address info.siankaan@bahia-principe.com

Sending you our best regards,
Elizabeth Villaseñor
Luxury Bahia Principe Sian Ka'an

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