Bahia Principe Escape Aquamarine - Hyatt Inclusive Collection - All Inclusive - Adults Only

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3222 reviews

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  Very bad customer service for a 5* hotel

  I stayed alone at the Bahia Principe Aquamarine from December 30, 2025 to January 6, 2026. I returned alone for another stay from October 19 to October 26, 2026. On October 22, around 2:15 pm while I was crouching to adjust my selfie stick and take a photo, a Privilege Club golf cart hit me in front of the statue at the main entrance. I was crouched where the red cross is marked, and the driver was coming from the direction of the blue cross as it appears in the picture. The driver and his passenger got out in a panic, and he said in Spanish that he hadn't seen me. The passenger was more concerned with contacting her supervisor, or whoever it was, than with helping me up. She also yelled at me, saying I was on the road, when this is a pedestrian crossing shared with golf carts. I told her I had understood everything they had said in Spanish and that she should help me up instead of yelling at me. I was taken to the Ambar clinic, then by ambulance to the hospital. No member of staff assisted me at the hospital, other than leaving a phone number on a Post-it. I had to ask for transportation back to the hotel. I had to ask for a ground-floor room. I had to ask to file an accident report, because the hotel never asked for my version of events. I needed help with everything (getting around, getting to my room, the lobby, the buffet, the restaurants). It was exhausting. The driver who hit me drove me again the next day, and during the ride he asked his supervisor whether he would be in trouble or fired. The supervisor told him not to worry, that nothing would happen to him. They spoke in Spanish and did not know I understood. They made me feel guilty for traveling alone, even though this was my third solo trip this year. Given all the logistics and the feeling of vulnerability and dependence, I decided to go home on the 24th instead of the 26th. The hotel never apologized to me in person. I only received an email expressing regret about the incident after I had left the hotel. Management has not acknowledged responsibility to date. I came away with a ankle sprained right foot, three weeks of disability followed by physiotherapy, undue stress, sleepless nights, and the use of crutches and an ankle boot. For a hotel that calls itself 5-star, the customer service is not that.They want me to believe that granting my requests was an exception, when it was the bare minimum they should have done, without me even having to ask. They told me they had notified my travel agency, Air Canada Vacations, but the agency told me the opposite. I have never felt so vulnerable, alone, dependent, and treated in such an inhumane way. For a hotel that calls itself 5-star, the customer service is not 5-star at all. Appropriate measures will be taken going forward. Be careful if you travel alone at the Bahia Principe Aquamarine. An accident can happen at any time, but caution and safety are non-negotiable for a 5-star hotel, especially at a pedestrian crossing. Thank you to the waitress Lamandys and her team for helping me at the buffet. The cocktails at the flamboyant bar are better during the day than the evening. The rooms need some love, freshness, the bathrooms are not very clean. The Juanitas talk too much in the morning while cleaning. This was my experience twice at this 5*hotel and it’s not universal.

  Nov 09, 2026
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  Huge disappointment

  We were looking forward to our all inclusive, adult only vacation but it wasn’t great. The good: The food was good - a lot of options at the buffet, but so much cross contamination with the food ie the same pair of tongs to pick up vegetables is used to pick up pork, drinks were good, property was reasonably well kept, the room was a good size and clean, the mini fridge was well stocked regularly, wait staff were attentive. The à la carte restaurant were ok, nothing to write home about. The not-so-good: the beach - so overcrowded, near movie theatre spacing for seats, and the vendors were obnoxious and constantly bothering you, seriously every two minutes, and rude. Some of the staff throughout the resort were not friendly, they were condescending and acted put out by simple requests. No one was there to welcome us to the hotel and direct us. The pool was big but the constant noise was too much, even the spa pool had constant noise. Everything was so far away too. They had golf carts to take you places, but sometimes the drivers just drove past you at the stops. We waited over twenty minutes for one at the beach. We have been to many all inclusive resorts over the last twenty years and have never felt like this. We will never go back, nor recommend this to anyone. Such a disappointment.

  Nov 08, 2026
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  Generally ok

  Just returned from 8 days here. For the most part it was enjoyable. Housekeeping was great, except they missed our room on the first day, but no biggie. Check in was a bit of a disappointment. No welcome drink, only water available. The man who came to check us in, I don't believe he was a regular check in person, as he just appeared, called us over, then immediately tried to upgrade us over and over, even though we kept saying no. He made a couple of snide comments that we didn't appreciate. Eventually he said give him 5 minutes and he would give us our rooms. Well we waited 10 minutes and he had disappeared. We then went to a lady who helped us. Pools were lovely and clean. Grounds were well kept. Had to get a shuttle to the beach as it was quite a walk, but didn't have to wait over 5 minutes at any time. It is a big complex. We didn't try any of the a la cartes, just the buffet, where we found the food very good. Service in the buffet could be hit and miss, some were great, others we had to go and ask for a drink and/or water. Bar service and pool service was great. Not much seaweed, and the beach was raked each day. We like to eat outside when we are away as much as possible, especially breakfast. Well, a lot of the time they wouldn't let us go out on the patio and if we did go out there unless German was there, no-one came out to see us. German is the best. I wish he could have been there every day. Friendly, helpful, polite and very attentive. Lovely to see him for breakfast when he was there. I hope the management realize what a great person they have in him. Would we go back to this Bahia ? Not sure as of yet. I have been to a Bahia 7 times.

  Nov 03, 2026
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  WE WERE STOLEN INSIDE THE ROOM AND THEY DIDNT DO ANYTHING

  WE WERE STOLEN INSIDE THE ROOM AND THEY DIDNT DO ANYTHING I am writing this review because Hyatt failed to follow up after promising a response within 72 hours regarding stolen items. It has been a week already. we stayed from Oct 16 to 20. We did not leave the resort for any excursions. On Oct 17, after our first room cleaning, a power bank vanished from our room. We originally thought we misplaced it, but on check-out day (Oct 20), we realized my boyfriend’s AirPods (which remained inside his backpack in the room) were also missing. Neither item was ever taken to the pool or beach. Before leaving, we spent LOT OF time filing a formal security report and following they procedures . Security fully searched our luggage and the room, took down all details, and assured us of an update within 72 hours regarding a resolution or reimbursement. It has now been a week and we have received zero communication. We were robbed inside our room after housekeeping, cooperated with all their procedures, and were completely ignored once we left. Unacceptable security and customer support for Hyatt.

  Oct 27, 2026
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  Amazing Holiday

  We have just returned from our 6th visit to Aquamarine and we still love it, we had slight reservations about changes due to the merger with Hyatt. The staff as always were exceptional from the General manager Rolando and the team at reception to the pool waiters and room service, special mention to Juan and Yorkie for the pool drinks service and also to the guys in the lobby bar Andy, Luis, Francisco and Delryn. We requested a room change as the one we were originally given was near the swim up bar pool and was a bit too noisy, Rolando was extremely helpful and left instructions for Luis who made sure the room move was completely easy and insisted on showing us the room before we agreed to it, an exceptionally nice young man and very polite. One down side is that since the merger it appears that small things have changed like only one pack of coffee being put in the room which means if you use it when you come up from the pool you don’t have any for the morning and I had to ask several times before it was rectified but all in all we had an amazing time and will definitely return soon. The other major complaint and it has nothing to do with the staff is that when the merger took place we lost all of our loyalty points built up from previous visits as did a lot of other people and Hyatt do not seem to want to rectify this which is an issue I fully intend to further.

  Oct 26, 2026