Legal Conditions

Frequently Asked Questions

Frequently Asked Questions

Choosing Your Hotel

What is Bahia Principe?

Bahia Principe Hoteles & Resorts is the ideal place to spend your holiday. It offers you all-inclusive quality and service in the best destinations of the Caribbean, Canary Islands and Majorca. You will enjoy your stay in 5-star hotels in the Dominican Republic, Mexico and Jamaica, and in 4-star hotels in Majorca, Costa Adeje and Puerto de La Cruz (Spain).

What is the best destination for my holiday?

Bahia Principe is present in the best locations in the Caribbean and Spain.
We have 14 hotels in the Dominican Republic, all of them 5-star and located in the most spectacular settings (Samaná, La Romana, Punta Cana and Río San Juan).

In Mexico's Riviera Maya, you will be able to choose from four 5-star resorts. And in Jamaica's Runaway Bay, we have 2 hotels with a very special colonial style.

We have hotels that are for adults only, special family-oriented hotels, and hotels that are suited for everyone.

In Spain, you can choose between Tenerife (4 hotels) and Mallorca (1 hotel). 4-star hotels for families or friends.

What can I do during my holidays in Bahia Principe?

You can practice all kinds of water sports, such as diving, paddle surfing and canoeing, or enjoy golf in an incomparable setting.
 You can relax on idyllic beaches or at the Bahia Spa, or discover the natural surroundings of Bahia Principe, surrounded by beautiful landscapes and stunning sea views.
I need to choose between several resorts and I can't decide which one to pick. What should I do?
Very easy - use the comparison feature of our website.  You can analyze the one that best suits your needs according to your preferences.

Are there resorts adapted for disabled guests?

In general, our hotels have ramps and certain adapted units. Especially the resorts of Jamaica, Tulum, Akumal (Mexico), Punta Cana (Dominican Republic), Costa Adeje, San Felipe and Tenerife (Tenerife), which due to their characteristics are better equipped.

What advantages do I have if I stay in a complex?

Keep in mind that there are different categories of hotels in some of our complexes (Luxury, Fantasia, Grand, Bahia Principe). Each of them offers various advantages and privileges. Therefore, there may be exclusive or shared areas depending on the reserved category.

What do the entertainment activities involve?

We offer a wide variety of daytime and nighttime activities for the whole family. Our musical shows are especially popular among our guests. Do not hesitate to check the weekly program on your arrival at the hotel.

What are the differences in free wifi service according to the reserved hotel category?
 

  • Luxury Bahia Principe: Free 24/7 Wi-Fi throughout the hotel (service available for a maximum of two devices per booked room).
     
  • Fantasia Bahia Principe: Free Wi-Fi during the entire stay.
     
  • Grand Bahia Principe: Free Wi-Fi in the lobby during the entire stay.
     
  • Bahia Principe: Free Wi-Fi in the lobby during the entire stay.


Is the room safe included?

The room safe will be with or without charge depending on the hotel category you have chosen:

  • Luxury Bahia Principe: incluided.
     
  • Fantasia Bahia Principe: included.
     
  • Grand Bahia Principe: included since January 2018.
     
  • Bahia Principe: additional charge.

Booking the Hotel

What is Hotel+Flight?

Our star product, these are holiday packages that include: roundtrip air fare. You can add transfers from the destination airport to the hotel. It's the easiest way to book your vacation at our resorts, especially in the Caribbean. It is also the most inexpensive option because there are a multitude of offers.

Our booking engine searches for the selected hotel rate and regime on the one hand, and scheduled flights on the other, for the indicated dates.

What is "Hotel"?

The booking engine searches for the lowest rate for the selected hotel and dates. The "Hotel" product implies only accommodation in our hotels. There is also the possibility of adding services, such as transfers and outings, which you can book on our website.

How do I book online?

To make a reservation you must fill in the fields in the booking form and follow the instructions. You will be able to make a complete reservation in a matter of minutes.

How can I pay for my vacation?

For your convenience you can make the payment by credit card or e-transfer or PayPal. You will find more information about payment in Security and Payment Methods.

Is it safe to pay by credit card?

Yes, it is totally secure. For more information see the Security and Payment Methods section.

Will I receive proof of my reservation?

Yes, after completing the process we will email you all the details of your booking including the selected products.

Why can't I find any available hotels?

Hotels may be full for selected dates or the search may not meet the minimum criteria for accommodation (usually 3 nights). Try making a broader search of our offers.

Why are there no flights available?

This may be because there are no scheduled flights for the selected date and city of origin. Try selecting another departure city with more frequent flights.

Why is there more than one offer for the same date?

Because they are different offers; check the specific conditions of each offer before selecting the one that best suits you.

Preparing Your Trip

What are the check in and check out times?

Check in time is from 3:00 pm. Pending availability, you can request an early check in (for an additional charge). Check out time is 12:00 pm.

Is it possible to ask for a late check out?

On the day you leave the hotel, if you need to use your room after 12 pm (check-out time) we encourage you to check with our reception teams the day before your departure. They will be happy to inform you about availability and cost.

Do you have a luggage check service?

We will hold your luggage at no extra cost if you leave the hotel after check out. Check with the reception team or porters to find out where you can leave your luggage.

What is the voltage in the hotels?

The electricity of our hotels in the Caribbean has the same voltage standards as in North America (110V). In Spain, it is 220V. We recommend that you bring universal plug adapters.

Do you have menus for people with special dietary needs?

All our hotels offer a wide selection of products adapted for customers with special dietary needs. However, please understand that BAHIA PRINCIPE HOTELS & RESORTS can’t be held responsible for whatever allergenic foods are produced in every dish served in the specialty restaurants and main buffets of the hotels, and therefore we are not able to ensure that there can be no cross contamination of these foods. For this reason, although we take notice and make every effort to satisfy all our customers’ needs, we can’t totally guarantee it.

Are cots available? How can I request one?

Cots are available on request in all the hotels where the little ones in the family can stay. We recommend that you inform your travel agent of your needs when you book your holiday. If you make a reservation directly through our website, don’t hesitate to contact the hotel directly via email and our colleagues will be happy to make a note of this and prepare the cot for your arrival.

Can I request connected rooms?

Not all of our hotels have connecting rooms, and in some the numbers are limited. Just like requests for certain locations, connected rooms are subject to availability. However, if this is essential for you since you are travelling as a family, we invite you to take a look at the Family Master Suites at the Grand Bahia Principe El Portillo, Grand Bahia Principe Turquesa and Grand Bahia Principe Coba hotels.

Do I have to take any medical precautions?

If you suffer from a chronic illness, or have doubts about any travel requirements outside your country, we recommend that you contact your doctor, who will inform you in detail.

Is there medical service in the hotels?

The complexes have 24-hour medical service (third-party providers). Please note that the service is not included and will be charged separately. We recommend that you check if you have overseas coverage with your health insurance provider.

Medications can be purchased at the Lobby Shop, Bahia Principe Village or Pharmacy (depending on the hotel).

Are there shops where you can buy basic necessities?

At most Bahia Principe resorts you can buy all kinds of basic products and items to make your stay as pleasant as possible. We recommend that you bring summer clothes and swimwear, and perhaps a jacket in case it gets cool at night. You should be aware that formal attire (long pants for gentlemen) is required in the themed à la carte restaurants.

Is it possible to exchange currency at the hotel?

Remember to exchange currency depending on your destination country. You can also do this at the hotel reception.

How do you make reservations in the à la carte or specialty restaurants?

Our hotels have a wide variety of themed restaurants where you can book à la carte dinners. You can make your reservations when you arrive at the hotel, with the help of our Public Relations team or through our webapp, conveniently from your room (connecting to the hotel's Wi-Fi).

What is the dress code for restaurants?

Formal attire is required at dinnertime in some of our themed restaurants. Gentlemen are advised to wear buttoned shirts and long pants, and ladies are advised to wear formal attire.

How can I contact the hotel?

Contact your hotel by email or phone. You will find contact details of each hotel here:

REPÚBLICA DOMINICANA, SAMANÁ

  Luxury Bahia Principe Cayo Levantado     info.cayolevantado@bahia-principe.com     +1 (809) 538 32 32  
  Luxury Bahia Principe Samana     info.samana@bahia-principe.com     +1 (809) 538 34 34  
  Grand Bahia Principe Cayacoa     info.cayacoa@bahia-principe.com     +1 (809) 538 31 31  
  Grand Bahia Principe El Portillo     info.elportillo@bahia-principe.com     +1 (809) 240 61 00  

 

REPÚBLICA DOMINICANA, LA ROMANA

  Luxury Bahia Principe Bouganville     info.bouganville@bahia-principe.com     +1 (809) 412 10 10  
  Grand Bahia Principe La Romana     info.romana@bahia-principe.com     +1 (809) 412 10 10  

 

REPÚBLICA DOMINICANA, PUNTA CANA

  Luxury Bahia Principe Fantasia     info.fantasia@bahia-principe.com     +1 (809) 552 14 44  
  Luxury Bahia Principe Ambar Blue     info.ambarblue@bahia-principe.com     +1 (809) 552 14 44  
  Luxury Bahia Principe Ambar Green     info.ambargreen@bahia-principe.com     +1 (809) 552 14 44  
  Luxury Bahia Principe Esmeralda     info.esmeralda@bahia-principe.com     +1 (809) 552 14 44  
  Grand Bahia Principe Bavaro     info.bavaro@bahia-principe.com     +1 (809) 552 14 44  
  Grand Bahia Principe Punta Cana     info.puntacana@bahia-principe.com     +1 (809) 552 14 44  
  Grand Bahia Principe Turquesa     info.turquesa@bahia-principe.com     +1 (809) 552 14 44  

 

REPÚBLICA DOMINICANA, RÍO SAN JUAN

  Grand Bahia Principe San Juan     info.sanjuan@bahia-principe.com     +1 (809) 226 15 90  

 

MÉXICO, RIVIERA MAYA

  Luxury Bahia Principe Akumal     info.akumal@bahia-principe.com     (52) 984 875 50 00  
  Luxury Bahia Principe Sian Ka'an     info.siankaan@bahia-principe.com     (52) 984 875 50 00 
  Grand Bahia Principe Coba     info.coba@bahia-principe.com     (52) 984 875 50 00  
  Grand Bahia Principe Tulum     info.tulum@bahia-principe.com     (52) 984 875 50 00  

 

JAMAICA, RUNAWAY BAY

  Luxury Bahia Principe Runaway Bay     info.runaway@bahia-principe.com     +1 (876) 973 70 00  
  Grand Bahia Principe Jamaica     info.jamaica@bahia-principe.com     +1 (876) 973 70 00  

 

TENERIFE

  Bahia Principe Costa Adeje     info.adeje@bahia-principe.com     (34) 922 723 100  
  Bahia Principe San Felipe     info.sanfelipe@bahia-principe.com     (34) 922 383 311  
  Bahia Principe Tenerife     info.tenerife@bahia-principe.com   (34) 922 723 100

 

MALLORCA

  Bahia Principe Coral Playa     info.coralplaya@bahia-principe.com     (34) 971 680 562  
  Hotel Piñero Bahia de Palma     info.bahiadepalma@pinerohoteles.com     (34) 971 441 536  
  Hotel Piñero Tal     info.tal@pinerohoteles.com   (34) 971 441 000  

 

Frequently Asked Questions My Bahia Principe

What is My Bahia Principe?

My Bahia Principe is a free loyalty program of Bahia Principe Hotels & Resorts, which you can access for free and get rewarded with exclusive benefits to private and individual clients who make their hotel reservations using www.bahia-principe.com or through the Bahia Principe Hotels & Resorts Call Center.

Can I participate?

Individuals of age can participate in My Bahia Principe program (identified using their private data) when registered with the My Bahia Principe through its web site www.bahia-principe.com or the Bahia Principe Hotels & Resorts Call Center. You will see My Bahia Principe area on the top menu of the website www.bahia-principe.com

What is the goal of My Bahia Principe?

The goal of My Bahia Principe is to acknowledge the clients who book hotel stays through its web site www.bahia-principe.com or the Bahia Principe Hotels & Resorts Call Center, and reward the members with special discounts for their next hotel reservations and benefits during their stay. The program levels are calculated in relation with the amount of hotel reservations already enjoyed with us, once the stay check out has been performed and paid.

How can I register?

Visiting www.bahia-principe.com, in the “My Bahia Principe” area and registering with the data we request.

Can I register myself anytime?

Yes, you can register yourself at anytime, but the benefits and discounts will be applied always on your next hotel booking with us, not in past reservations or stays enjoyed at the time.

If I am already a member of My Bahia Principe and have doubts about the operation of the program, is there any support email/telephone to call?

Yes, you can write us at mybahiaprincipe@bahia-principe.com or call us to +34 971 225 605 (until 4pm Florida time).

How many levels are there in My Bahia Principe?

You can see at http://www.bahia-principe.com/MyBahiaPrincipe, where the information will always be updated.

Nowadays, My Bahia Principe has 4 levels regarding the direct hotel reservations already enjoyed with us, namely Blue, Silver, Gold and Black:

Blue (0-1 enjoyed reservations): Clients who simply register in My Bahia Principe, as well as those clients with 1 associated hotel reservation made using the www.bahia-principe.com website or through the Bahia Principe Hotels & Resorts Call Center will belong to this level (after their corresponding check out and payment). The Blue benefits will be applied from your first booking with us as long as you identify yourself as a member of the program.

Silver (2-5 enjoyed reservations): Clients registered in My Bahia Principe with 2, 3, 4 and 5 hotel reservations already enjoyed with us and made using the www.bahia-principe.com website or through the Bahia Principe Hotels & Resorts Call Center will belong to this level (after their corresponding check out and payment). Silver benefits will be applied from your third booking with us as long as you identify yourself as a member of the program.

Gold (6-9 enjoyed reservations): Clients registered in My Bahia Principe with 6, 7, 8 and 9 hotel reservations already enjoyed with us and made using the www.bahia-principe.com website or through the Bahia Principe Hotels & Resorts Call Center will belong to this level (after their corresponding check out and payment). Gold benefits will be applied from your seventh booking with us as long as you identify yourself as a member of the program.

Black (10 or more enjoyed reservations): Clients registered in My Bahia Principe with 10 or more hotel reservations made using the www.bahia-principe.com website or through the Bahia Principe Hotels & Resorts Call Center will belong to this level (after their corresponding check out and payment). Black benefits will be applied from your eleventh booking with us as long as you identify yourself as a member of the program.

How do I know what is my level?

Once you access your data in the My Bahia Principe, the level information will be displayed. If you want to obtain more information you can enter the section “My Level”

Why did the level not increase if I have already made the reservation I needed to move to the next level?

To have an admissible reservation, it must be made through www.bahia-principe.com website or the Bahia Principe Hotels & Resorts Call Center and the level is increased after the corresponding check out and payment of the reservation. Remember you will advance levels once you have check out from your stay.

Are all reservations made in the My Bahia Principe program admissible?

There are some exceptions, you can check the “Terms and Conditions” of the program at http://www.bahia-principe.com/MyBahiaPrincipe

Which hotels participate in the program?

My Bahia Principe can be found in all the Bahia Principe hotels of Spain and the Caribbean. Nevertheless, Bahia Principe Hotels & Resorts reserves the right to perform any modifications regarding this section.

Does my benefits or my level expires?

Bahia Principe Hotels & Resorts reserves the right to suspend permanently the accounts that have been inactive for a period exceeding 36 months, when it considers it adequate, losing at that time all benefits associated to the program.

How can I access to the benefits “Free transfer”, “Select room location” or “Online discount on Bahia Principe Tours”?

In all 3 cases you must enter into My Bahia Principe area in order to manage these 3 benefits associated with your account.

During the booking process I have registered my name, surname and telephone, but I have not set any password. How can I get the My Bahia Principe area to manage my benefits as “Free transfer”, “Select room location” or “Onlina discount on Bahia Tours”?

In your email account you have received an email with a link to complete your registration. You must click there and fill up your data, set a password and start enjoying all the benefits of My Bahia Principe.

What do I have to do so all my past STAYS are accounted within the program?

All your hotel reservations booked through www.bahia-principe.com or the Bahia Principe Hotels & Resorts Call Center from 01/01/2016 will appear automatically within the My Bahia Principe area, as long as you book them with the same email as you registered in the program. If not, we will not be able to link them with your account. If you have hotel direct bookings before this date, you must contact us at mybahiaprincipe@bahia-principe.com

What do I need to do for my FUTURE reservations to be accounted within the program?

You need to make sure reservations are made in www.bahia-principe.com login into My Bahia Principe or providing your membership data when contacting the Call Center, in order to be able to identify you as a member of the program and add the reservation to your account to get the right level.

You will not be able to include into the Program any reservation that is not recorded in the Bahia Principe Hotels & Resorts systems. You can see the terms and conditions at http://www.bahia-principe.com/MyBahiaPrincipe

Are my reservations recorded automatically?

Yes, if the procedure explained in the above section is applied. Remember that if you do not register with the same email that you made the reservations, the past bookings will not appear in your account.

I have booked through www.bahia-principe.com and I am a client of My Bahia Principe but when I arrive at the hotel, I am told I have no benefits. What could be the problem?

Important: even if you are a client of My Bahia Principe, if you do not identify as such when making the reservation (by login in My Bahia Principe or informing the Call Center agent who serves you) we will not be able to applied the corresponding benefits to that reservation.

If I register in My Bahia Principe during my stay at the hotel, when can I start enjoying my benefits?
You can start enjoying your benefits on your next hotel reservation or stay as long as you make it at www.bahia-principe.com or through the Call Center of Bahia Principe Hotels & Resorts.

If I book a reservation for another person, will my benefits apply to him/her?

No. The goal of the program is to acknowledge the owner of the booking, who has to be the same as the account’s owner. If another person wants to enjoy the benefits of the program, he/she must register in My Bahia Principe with him/her email and personal data.

If there are 8 rooms in a single reservation, how does this reservation benefit me?

The My Bahia Principe program rewards per reservation, not per number of rooms in a reservation, and the benefits or courtesies associated to the member level will only be applicable to the holder’s room.

If a family of 6 members stays at a hotel under the same reservation, but 2 of the members belong to the My Bahia Principe program, can both of them get the benefits of the reservation?

No. In this case only the holder of the reservation that is registered in My Bahia Principe will get the benefits.

If I make 2 consecutive reservations, are both applicable?

If there are 2 consecutive reservations in the same Resort, no. In this case only the first reservation will be taken into account. For example if the same holder performs a reservation with check-in on January 1, 2018 and check-out January 6, 2018 and another reservation from January 7 to January 14, only the first reservation is taken into account.

An exception will be made if reservations are made consecutively but on different Resorts, outside of the complex of the first reservation.

How do I unsubscribe from the program?

At any time you can unsubscribe writing to the support e-mail mybahiaprincipe@bahia-principe.com or calling the Bahia Principe Hotels & Resorts Call Center. This voluntary resignation will mean the automatic cancellation of all your benefits at the time the account is deactivated and you are no longer a holder.

Can you cancel my account?

Yes. Bahia Principe Hotels & Resorts reserves the right to suspend temporarily or permanently any holder of My Bahia Principe due to default of the Terms and Conditions, payment irregularities or inadequate behavior at the hotel.

In addition, Bahia Principe Hotels & Resorts reserves the right to permanently cancel accounts that have been inactive for a period exceeding 36 months, when it considers it adequate, losing at that time all benefits associated to the program.

How can I unsubscribe from communications?

You will find a link in our e-mails where you can unsubscribe. You can also do so writing to mybahiaprincipe@bahia-principe.com

I am Silver/Gold/Black member. When will I receive the Wifi Premium code?

You will receive the code approximately three days before your stay at the hotel. Therefore, remember to check the inbox of the e-mail you have registered with in My Bahia Principe.

When can I use the Wi-Fi Premium code?

You can use the Wi-Fi Premium code once you are at the hotel.

What do I do if the Wi-Fi Premium code does not work?

You have to follow the instructions received in the e-mail containing your Wi-Fi code and call the support telephone number appearing in the e-mail if you need assistance.

What do I do if I have not received the Wi-Fi Premium code or if I have lost it?

You must contact the support team of My Bahia Principe through the e-mail mybahiaprincipe@bahia-principe.com, or call the telephone number +34 971 225 605 (until 4 pm Florida time).

What are the benefits of “Express Check In”?

Express Check In involves a special queue indicated by the "My Bahia Principe" signpost, where guests will receive a wristband indicating special access so they can enjoy unique advantages throughout their stay. Guests can only queue here if they have booked their stay as a My Bahia Principe member.


How can I change my access data or private data?

You can change them by going into My Data and Preferences section within My Bahia Principe.

Be updated with our exclusive offers and latest news