Gran Bahia Principe Jamaica Hotel

Salt Coppers Villa, Runaway Bay, Jamaica, Caribbean
#25 of 89 hotels in Montego Bay
Great (4.0 out of 5.0) 2 reviews
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The Worst Customer Service I've Ever Experienced

by written on October 11, 2016

I went with 10 friends for my friend's bachelorette and we each wish we had stayed elsewhere.

Check in - It took us two hours to check in due to the hotel not being able to house our group of 10 in the same building and all with double rooms. They were only able to give us four rooms with double beds and one room with a king bed to be shared for two people. That is unacceptable. Those two guests were told they could switch rooms the next day when a room with double beds was available and when the next day came they had problems with the room. The person who checked us in had a horrible attitude and acted as though we were wasting her time. Apparently asking someone to do their job is too much.

Wifi - We were told that we would only be able to receive free wifi in the lobby for only an hour each day and those 60 minutes had to be used consecutively with no pausing of the service if all 60 minutes had not been used in one sitting. We were then told the only alternative was to purchase 7 days of wifi for $69. We were never told 60 minutes of wifi could be purchased for $8 or 24 hours of wifi for $15. Then when the wifi was purchased, it didn't work the majority of the time, and only worked in our rooms intermittently for two days.

Housekeeping - never provided enough towels (including washcloths, shower mat, bath towels and hand towels), one day we came back to our room with no towels at all and had to wait 30 minutes for new ones and when new ones were brought over, it was only two bath towels, nothing else.

Room service - I asked for a bag of ice to ice my broken foot on a few instances. Each time, it took a minimum of 45 minutes for the bag of ice to arrive. I even tried to inform them what the ice was for and it made no difference. The final time I asked for ice, it was shoved in my hands with a scowl.

Accessibility - the resort has many stairs which made it difficult to get around with my foot in a cast. I only received a wheelchair on day three of our stay and this was after asking for one twice. Requests for a golf cart were always difficult due to them being filled with able bodied guests or them not being in service because they needed to be charged.

Dinner reservations - reservations were made at the Japanese restaurant for 7:00 pm, we received a letter to one of our rooms confirming our dinner reservation and 7:00 was crossed out and 8:30 was written in it's place. Executive Chef Morales called the restaurant to change our reservation himself and they were able to move our reservation to 7:30. When we arrived we were told they could not accommodate us and we would have to wait until 8:30. The host was very unprofessional and lacked the essential communication skills for dealing with guests.

Treat your guests with courtesy and respect. If your guest asks to speak with a manager on several occasions, do not send a middle man to deliver a message. Customer service at the front desk was extremely poor. As a group of 10 who were looking forward to this trip we had booked eight months prior, we expected a higher quality of service and assistance from the resort as a whole. The serving staff at the buffet and the snack bar was the resort's only saving grace. They were wonderful to be around and delivered quality service at each meal. There have been several attempts to speak with management to rectify the situation. After weeks of asking the hotel to rectify the situation, they offered to upgrade our rooms when we returned. Who in their right mind would return to this place given the serious lack of customer service and courtesy? Our last correspondence was August 21st to head office and we have heard nothing back. That alone speaks volumes. NEVER AGAIN.

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Good All-inclusive

Great (4.0 of 5.0 stars)
by written on September 11, 2008

A very good hotel, that seems dominated by Spanish and Portuguese - at least in low season.

The hotel is located in Runaway Bay, so, if you want to know more about it, please search the notes posted in my Runaway Bay's page.

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