Frequently asked questions
BAHIA PRINCIPE HOTELS & RESORTS FAQS
Can Covid-19 tests be done inside hotels? What is the cost? Who do I have to contact?
Yes, antigen and PCR tests are performed in areas of our hotels that are equipped and set aside for that purpose. Tests are always performed by qualified outside staff, approved by the countries where we operate.
You can request a testing appointment in advance at reception, and we recommend doing so on arrival at the hotel. You will be given the results by email or as a printed document in 24-48 hours after the test. The cost depends on the hotel, and can be consulted in the table below.
Free antigen tests at the Dominican Republic, Mexico and Jamaica destinations are only for guests who have booked their hotels before 15 August 2021 for a minimum of 3 nights, with a return flight ticket to a country which permits and requires the test as a requirement for entry. Guests who book on or after 15 August 2021 will have to pay the corresponding costs.
Except in the Canary Islands (Spain), below you will find information about centers near our hotels.
Summary of the costs and laboratories with whom we have an agreement.
If a case of contagion is detected, what are the protocols for action?
In case a guest presents symptoms compatible with COVId19, we have a strict protocol in place.
The guest will be immediately isolated in one of the isolation rooms, thus avoiding contact with other guests. In the case of children and dependent persons, they may stay in the room with only one companion (caregiver).
Other companionsmay stay in the same room when reservation is under the same booking locator.
This isolation will be maintained until the diagnosis is confirmed.
The isolation rooms are equipped with means that allow video calls, to facilitate doctor-patient contact as well as communication with other family members.
A specific team of hotel staff with special training to deal with guests presumed or confirmed to suffer from COVID-19, will be responsible for monitoring these cases.
The medical service will be notified immediately, and it will conduct the relevant tests to determine whether the case is positive for COVID19.
In the event that medical staff confirm the case as positive, immediate notice will be given to the health authorities, who will determine the steps to be taken, according to the health protocols in force in each country.
We hereby would like to inform you that the 10-day stay extension at no extra cost for guests that test positive for covid-19 during their stay at our hotels in Dominican Republic, Mexico and Jamaica will now be available until May 31st, 2022.
This option is available at all our hotels in Dominican Republic, Mexico or Jamaica and it’s offered only to guests arriving before or on May 31st, with a 3-night booking at a minimum.
In such cases, guests must be relocated to an area within the hotel that is reserved for confinement and where services have been adapted accordingly.
Are you able to detect if a guest arrives with symptoms?
On arrival at the hotel, all our guests will be given a temperature reading and they will be asked to provide a health declaration as a preventive measure. Through these measures, it will be possible to detect and isolate the cases of guests who present symptoms compatible with Covid19, and activate our protocol.
We also disinfect the luggage of our guests and provide them with a mask and hydroalcoholic gel (on request) on arrival at the hotel. .
We are therefore taking all measures for the detection of possible symptoms, also providing our guests with the necessary information regarding the steps to follow in case such symptoms are detected at any time during their stay.
What do guests have to do if they want to be tested?
We advise that they book their appointment at the reception desk on arrival.
Is it the hotel's responsibility to provide the guest with the test results?
The obtaining of results and any health-related aspects related to Covid-19 are the responsibility of the external health companies with which Bahia Principe has pre-agreed both the prices and the actual performing of the tests. Bahia Principe's function is to make the handling of this situation easier for the guest and to set up reserved areas for this purpose, so that guests do not have to go outside if they do not wish to do so.
Can a guest choose to leave the hotel for testing at an approved hospital outside the hotel?
Yes, guests are free to take the test inside or outside our hotels.
We have decided to set up areas in our hotels, to save them from having to travel and so that they can continue to enjoy the facilities, in collaboration with health centres in the destinations where we operate. The contacts at the different destinations are:
PUNTA CANA, DR
Reference Laboratory (809) 552-1506 – 15 km
Amadita Laboratory (809) 682-5414 – 21 km
Punta Cana Medical Centre (809) 552-1506 – 6 km
Punta Cana Doctors (809) 959-4002- 9 km
RIVIERA MAYA, MEXICO
Laclicsa Laboratory (984) 980-0686 – 111 km
MONTEGO BAY, JAMAICA
MicroLabs – Montego Bay ( 1 ) 876 952-5628 – 73 km
Sekhmet Medical Center Montego Bay ( 1 ) 876 – 632-3777 – 76 km
St. Ann’s Bay Hospital (public) ( 1 ) 876 – 972-2272- 16 km
Bahia Principe Fantasia Tenerife
Centro Médico Villar e Ibarra, Golf del Sur +34 696 05 02 95 - 1 km
Excellence Medical Center, Golf del Sur +34 922 73 75 60 - 2 km
Bahia Principe Sunlight Costa Adeje and Bahia Principe Sunlight Tenerife
Hospiten Sur, Costa Adeje +34 922 75 00 22 - 13 km
Medical Consulting, Playa Paraiso +34 922 71 50 97 - 5 km
Hospital QuirónSalud, Costa Adeje +34 922 75 26 26 - 10 km
Bahia Principe Sunlight San Felipe
Hopiten Belleview, Puerto de la Cruz +34 922 38 38 54 - 2 km
Centro Médico Teneguía, Puerto de la Cruz +34 922 38 38 54 - 300 metres
Hospiten Ramblas, Sta. Cruz +34 922 29 16 00 - 38 km
What services are available? Are any facilities closed?
Guests will have access to all facilities and services in which safety and hygiene measures can be guaranteed, including compliance with safe distancing, permissible capacities, and all other requirements of the legislation of each country. All of this for the benefit of our guests’ health.
In the case of the complexes the guests have access to the facilities and services of their own hotel, while those of other complex hotels that still remain closed are not available.
Services that may be affected in these facilities will be moved outdoors wherever possible.
Information on available services and facilities will be at the disposal of all customers on the Bahia Principe App and/or WebApp, and on interactive screens at different points throughout the hotel.
Why are some hotels opening and others not?
We plan to open our hotels in tiered fashion, and each opening hinge on criteria of responsibility for safeguarding the health and well-being of our guests and employees.
Based on this responsibility, our plan to open up in all destinations is aligned with the recovery of activity in the sector and with the reactivation of other actors, such as tour operators, sales channels, airlines, etc. Likewise, the demand of the tourism market, since travellers are the ones who make the final decision, is another element that we keep in mind while structuring the reopenings.
At the same time, we are working to adapt ourselves to the new economic, social and environmental paradigm and, above all, to be able to generate changes in order to successfully transition to the "new normality".
Are masks required in the hotels? Are masks and gloves provided by the resorts?
As for the staff, the use of a facemask is mandatory whenever the safety distance cannot be maintained (2m) and there are no physical means of separation from the guests. Gloves are only mandatory for our employees when cleaning, disinfecting and handling foodstuffs.
As for the guests themselves, this guideline will be determined by the competent authorities (*). The use of a mask is recommended in spaces where the safety distance cannot be maintained.
On arrival, guests may request a mask and disinfectant gel.
Are temperatures taken on arrival?
All hotel staff will be subject to a health screening on arrival at their workplace. In this filter, the temperature of all employees will be checked. Employees must also complete questionnaires prior to entering the workplace, to ensure the health conditions of all employees and customers.
As for the guests, there will be a preventive control upon arrival, which will include not only taking their temperature but also providing a health statement.
Pre-check-in is clear for the web, but in case of an agency, which locator will they need? Will the agents/guests receive the reservation number from Bahia Principe before the trip in order to conduct the pre-check in?
Any guest who has booked through a travel agency or via bahia-principe.com can make a pre-check-in between 5 and 1 day(s) before arrival. Guests must enter the number or code that appears on their booking confirmation, the name and surname of the person in whose name the booking has been made, the name of the hotel and the dates of their stay.
The pre-check-in allows for the option of scanning guests' passports. We recommend this option, as it will make check-in at the hotel much more speedy and convenient, as the documents do not have to be scanned at destination.
What functions are available now in the Bahia Principe app?
Through our Bahia Principe app, guests can check the scheduled activities, restaurant menus, the Room Service menu, Reservations for buffets, turns at the gym and show bookings, as well as information about the hotel and the destination, and a location map, or use the E- Concierge Service. They will also be able to digitally book services, such as restaurants, spa, golf, excursions and activities, making the express check-out, etc., avoiding queues at the reservations and having to interact with people, as well as making it easier to control the capacity.
Does the app include protocols and information about COVID-19?
Through our Bahia Principe App and/or WebApp, guests receive all the essential information on the health and hygiene measures implemented in the reinforced protocols that affect their stay.
How can I check the restaurant, bar and room service menus?
All our restaurant, bar and room service menus will be digitalized, and guests will be able to access this information through the QR code that will be placed at the hotel's points of interest. They can also be consulted through our webapp and interactive screens in the hotels.
Can I make reservations for the à la carte restaurants before my arrival?
Customers who sign up for the mybahiaprincipe loyalty program through the bahia-principe.com website and perform the pre-check-in process will be able to book the à la carte restaurants before their arrival at the hotel. The reservation will allow customers to better plan their vacation comfortably from home.
Can I choose the location of my room before my arrival?
Guests who sign up for the mybahiaprincipe loyalty program through the bahia-principe.com website and perform the pre-check-in process (available from 5 days to 1 day prior to arrival at the hotel) can choose their room preferences (subject to availability). The entire process is digital, and is done in the mybahiaprincipe section of bahia-principe.com, allowing guests to better plan their holiday comfortably from home.
How are the buffets and food service run?
The buffets and self-service stations have been converted into a service assisted by our staff
or à la carte, as long as the regulations and our commitment to guaranteeing our guests'
safety require it. We’re gradually implementing changes in services at restaurants in all
destinations, to allow guests to help themselves at food stations. In that sense, both signage
and hygiene control measures (wearing masks, social distancing and washing hands) have
been reinforced at all restaurants that offer self-service.
A service providing packaged portions for individual use has been implemented, as opposed to trays for collective use in the service areas where necessary.
The use of live cooking is also encouraged as far as possible.
We have extended buffet hours to avoid crowding. Schedules can be consulted upon arrival at the hotel on the digital WebApp/interactive screens or by contacting the reception, Concierge Service or public relations teams.
Traffic lanes and direction have been marked at access points to clarify flows, with separation posts and floor signs. Whenever possible, access and exit points will be at different locations.
We will extend the buffet hours to avoid crowding, applying the following schedule.
Traffic lanes and direction will be marked at access points to clarify flows, with separation posts and floor signs. Whenever possible, access and exit points will be at different locations.
Specialised personnel are available throughout the service for the disinfection of areas that have been vacated.
How is social distancing implemented in the restaurants?
Social distancing will be implemented in the restaurants just as in other areas. To this end, capacity will be reduced, schedules will be extended, and tables will be distributed according to the defined capacity. Waiting areas will also be avoided, and in restaurants with a buffet, the buffet will be eliminated.
Along the same lines, we have specialised staff who are attentive to all our guests' needs and who ensure that the measures implemented are adhered to.
How does social distancing work in the pool, beach and club areas and in the common areas in general?
In the beach and pool areas, sunbeds are placed in a way that guarantees social distancing.
Guests will be duly informed of the capacity rules and use of the different facilities and common areas.
Some facilities such as the Kid's Club and Teen's Club will remain closed, with children's entertainment services being offered through outdoor activities in order to guarantee the health of our guests. The gyms remain open with limited capacity, and to ensure the safety of guests, access is by appointment only.
Discothèques and The Casinos will remain closed.
Are minibars provided? If so, how do they work?
The mini bar is filled with products and beverages that have been previously sanitized, and it is restocked every other day in Mexico and Dominican Republic. In Tenerife and Mallorca, it is restocked daily. In Jamaica, the minibar is only restocked upon the guest request.
How are activities and entertainment affected? Are there shows?
Entertainment activities are moved outdoors, with activities in the open air or in open spaces, promoting contact with nature and the environment whenever possible, and seeking activities that guarantee social distancing and ensure the guests' well-being and enjoyment.
Theatres remain open, with limited capacity and access control to guarantee social distancing. Wherever possible, seating is reserved.
There are both shows and music.
The entertainment programme focuses on non-contact activities, as always promoting local culture and sustainability.
Shows and entertainment may be regulated by local authorities, as is currently the case in the Dominican Republic, which has banned such events until February 8th.
How is room service affected?
Room service is offered depending on the hotel category. Digital menus are available in the rooms (via QR code). The menus are served in single-use containers, if possible biodegradable, always taking the necessary measures in both delivery and disposal to guarantee the health of the guests.
How does the Miniclub work?
The entertainment service for the little ones has been moved outdoors to avoid crowding and enclosed places. Therefore, the Kid's Club facilities will remain temporarily closed, to be used only for the registration of children and the signing of documentation by parents. A programme is being carried out with all the guarantees for the smallest ones and it is available to the guests through the Bahia Prfincipe WebApp and the screens located in the hotels
In terms of quarantine and other measures (PCR tests, curfews, etc.), what are the requirements in the different destinations?
In the current situation there may be specific requirements and restrictions imposed by the governments of each country. Please inform yourself properly through the official channels of the relevant authorities prior to departure.
SEE ALL THE PROTOCOLS HERE.
Booking cancelation and modification policy
As a consequence of the latest situation, here at bahia-principe.com we have changed our cancellation terms. We wish to offer our guests booking and cancelation conditions that are as flexible as possible.
Please contact our call center to manage your reservation.
You can contact our call center to manage your booking:
We will facilitate change the booking to a later date
Depending on the rate of your booking:
Non Refundable Rate
If you were due to stay before April 30 2020, you may cancel at no cost.
If your stay is from May 1 2020 onwards, then the cancellation will be subject to costs.
Clients whose booking have been cancelled due to the situations resulting from COVID19, will receive a voucher to be used within 1 year after the end of the state of emergency and its extensions, for an amount equal to the refund that would have corresponded. After the validity period has expired, the client will be entitled to a full refund of all amounts paid in accordance with Royal Decree-Law 11/2020, dated March, 30 Spanish Royal Decree.
If you made your reservation before March 5, 2020 cancellation is free up to 72 hours before your arrival.
If you made your reservation between March 5, 2020 until January 3, 2021 cancellation is free up until the very day of your arrival.
If you do not cancel or change your reservation, and you fail to show up, you will be charged 100% of the price of the booking. This condition applies to all rates.
If you made your reservation since January 4, 2021:
Reaservations with check-in until 30 April 2021:
Free cancellation up to day of arrival
2 nights of expenses in the case of a no-show
Reaservations with check-in after 01 May 2021:
Free cancellation up to 3 days before arrival.
1 night penalty if you cancel 2 days before your arrival
2 nights of expenses if you cancel on the day of your arrival or in the case of a no-show
These measures will only be applied to bookings made at www.bahia-principe.com. If you booked your stay through a travel agent, please contact them to manage any necessary changes.
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