LocationRunaway Bay - Beach
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating13445 reviews
Excellent resort Staff were friendly and helpful. Room was amazing and buttler service was great. They could of had more variety with the food All the A La Carts were amazing. Would definitely return.
1 Shuttle/Transportation- The drivers needs to have a system which allows them to better track passengers/destination. My wife and I were supposed to go to Dunns River but eventually went to Martha's Brae Rafting. To make things fair, we took accountability, paid to participate at Marha's Brae Rafting and yes we received our refund as we were not able to go to Dunns River. #2- The employee engagement. My family and I stayed at The Luxury Bahia Principe in Punta Cana. We had a different experience here at Luxury Bahia Principe in Jamaica. Our first and best interaction was with Shanalee at check in. She engaged, was friendly, educated us regarding the culture, and provided great service. We were looking forward to similar interaction but we were disappointed that throughout our stayed we weren't greeted, we felt that when we had a question, the responses were unfriendly. Almost as if we were aggravating the employees. Which was a different experience in Punta Cana. #3- For the times, that we ordered room service. We only received one phone call as a follow up from Tanesha Greenland. I hope I am spelling her name correct. She was professional and friendly. This was a change from Punta Cana. We receive a called every time we order room service. #4 There were many times we felt the staff was afraid to talk to us. When we asked staff, about 7 to be exact. They all said the same thing; "Boundaries." Which is understandable. But we chose Bahia Principe Jamaica to learn, explore, and embrace the culture. Our suggestions is for management to train the staff to engage. If I can highlight staff that demonstrated this, I would name Shadow by The kayaks, Shanalee at the Check in desk, and Tanesha Greenland. These were the staff that allowed us to want to consider returning to Bahia Principe. It was a bad experience as sometimes staff would pass by us and would look away, or we will be waiting for the elevator and they are breathing heavy as if they are frustrated, or would sometimes roll their eyes when they see you walking towards them when seeking help.
Two part review
Our family holiday was to celebrate my partner's 40th birthday so in advance I contacted the hotel. I requested we have a lower floor room in a quieter location as we have a 3yr old,this could not be guaranteed which I undetstood. I was informed a birthday banner would be on the door which sounded great. We flew with Thomas Cook( I will comment about them later) arriving at Montego Bay airport,we actually did our hotel check in at the aiport which saved time. Upon arriving at the hotel I realised we were on the 4th floor and there was no birthday banner on the door,I was not happy but after a long flight there was no point in complaining. Over the 14 days,we had a great holiday despite many other negative reviews we only experienced a small amount of negative aspects. The Good- beautiful facade and grounds,great beach location,most staff friendly and helpful,4th floor room was great despite initial concerns- fab views.Great restaurants especially the gourmet and japanese,excellent food and staff in both.I would like to mention Anthony the beach lifeguard,what a lovely man and a credit to the hotel. We had two maintenance issues in our room but they were quickly resolved. The not so good- Some staff ignore you when you walk past them,walk into the buffet restaurant,not good customer service.Lobby bar runs out of glasses late on.Wifi should be free(included in the price).Finally my worst experience was being racially abused by a water park lifeguard,disgusting comment he made and what made it worse was his 2 colleagues found it amusing,I could have complained but our hotel stay remained uncertain due to the Thomas Cook collapse so reluctantly I decided not take it further. Over all,we enjoyed our stay,would not return but would recommend it. Finally,as I mentioned earlier,we came with Thomas Cook but didnt return with them due to them ceasing trading,a huge shock to us and many others. The rep,Kat,was amazing,she lost her job but continued to work and help us,assisting The Civil Aviation and Virgin Atlantic to repatriate us all back to the UK. Our hearts go out to all of the amazing staff who worked at Thomas Cook,we hope you all find suitable employment very soon,you are a credit to the company who let you down and to yourselves,amazing people,thank you for the amazing holidays!
-Concierge contacted me prior to our trip which I thought was so nice, but she asked and I told her that I wanted to dine in a restaurant the first night. When we arrived we were told we were dining in the buffet! I also told her it was our anniversary, and when we arrived we saw many signs on unit doors that said happy anniversary. Ours did not, and I just couldn’t figure out why that was. Also I had asked questions about gala night and Jamaica night by email prior to our arrival and got no answer except what days the events occurred. We were ‘Privilege’ and several of the bell staff called us VIP, but we DID NOT feel like it! -Funky smell in halls and filthy disgusting carpets! -We were placed in a room directly above very loud construction all day long. It took the staff THREE days to move us into a quiet room, and when they finally did, we were moved into a room with NO air-conditioning and a broken toilet!! We got fans and my husband got very very ill. He has literally been in and out of the hospital since we returned. -Extremely POOR communication about events, changes in venue or hotel services. -Room service nonexistent - even for ‘Privilege’ guests! Waited over an hour for nothing but ice and when I called to cancel the order and go to bed, they later came knocking on my door anyway – even with the do not disturb sign on the door!! -Housekeeping is not aware that leaving fresh washcloths is standard everywhere else in the world. We had to call EVERY single day to get them, and one time we got hand towels instead and had to call a second time to get the washcloths!! -Some buffet staff clearly don’t want to be there. One day at lunch I sat at a table for 10 minutes while my husband went up to the buffet, and our waiter kept looking at me while he was resetting other tables and never once came over to offer me water or anything until I went back to the door and asked if we even had a waiter for our table! -There are NO vegetarian options at any of the restaurants except the Japanese one. -Dining experiences are hampered by excessive heat because the restaurant is either outside (which was never communicated until we saw on arriving), or because of broken air conditioning, like at the Grill restaurant. Dining was extremely uncomfortable. -This was supposed to be a restful vacation and turned out being incredibly stressful!!
Trip from hell NEVER stay here they have roaches
First off there are 2 different resorts here which wasn't explained to us until we got there. So we were placed on the family side with all the kids mind you no one in my group is even under 30 years old. Let's start with the hallways are filthy and smell horrible. The light switches in the room are dirty and the walls and ceilings have black Marks perhaps mold and old patch job work throughout the room. The thermostat in the room only stays on if you keep a room key in the card holder. You have to beg for another card just to keep your room cool all day. There were ROACHES in our bathroom. I've never lived with roaches or even know anyone with roaches i was livid to be expose to this type of enviroment. Theres is no room service apparently that is not included in their all inclusive package. Room service is considered "luxury" just like crown royal liquor is considered "luxury" so they wouldn't serve it to us. All their mixed drinks are mixed with cheap nasty liquor and you cant order mixed drinks at any restaurant only cheap wine and champagne. The buffet food is gross and children are running around everywhere touching everything it's not sanitary at all. The food was cold as if the burners weren't on to keep the food warm. If the buffet is closed then theres no where to eat. You can only eat at the restaurant if you have a reservation. So one day we got up at 10:20 to go eat and the buffet was closed and there was no where to eat. The workers aren't friendly you can speak to them and they dont even respond. Some workers just stare at you. If it's a Male worker there trying to see if your game to marry them for a Visa to america. One even said to me "lets consummate this" and all we were doing was talking and asking about what to do at the resort. Room was not ready upon arrival was told to go eat and come back at 3 to get a room. Elevator wait is long and ridiculous so I decide to take the steps unfortunately the floors aren't labeled so I got lost trying to figure out what floor I was on. Then in the elevator it wa stuck between floors we pressed the help button and no one came to help. The elevator eventually moved again on it own.Tif you call down to complain they dont even answer the phone it just rings over and over early was it answered. This was the worst vacation I ever experienced I wouldn't recommend this place to my worst enemy!