At the beginning of 2020, after the launch of our new corporate identity and a reinforced business strategy, we were making steady progress to better transmit not only what we are today but also where we want to go. The arrival of the COVID19 pandemic has forced us to slow down and adjust our priorities, but in no way has it made us doubt the strategy. On the contrary, we are even more convinced of it.
This situation has highlighted the strength of our across the board commitment to the creation of economic, environmental and social value in the short and long term, contributing spanto the Sustainable Development Goals. We are convinced that companies can actively participate in this global effort and that a dynamic link must be created between nature, health and business.
We want to take care of people, look after their health and peace of mind
that is why we have reviewed our health and safety protocols throughout the company without forgetting the wonderful settings in which we work, those pieces of paradise whose beauty and richness we want to share with those who visit us, because they are also our home and an essential part of the legacy that we will be passing on to future generations.
These measures involve adapting some of our standards to new health and hygiene needs.
We are working tirelessly toward a new sunrise. To ensure the maximum health and well-being of all our stakeholders through the design, implementation and certification of health and safety measures throughout the travel cycle.
And all this is only possible thanks to our entire team, who make up the great family that we are, whom I take this opportunity to thank for all their effort, dedication and enthusiasm in offering our customers the best experiences.
We are very excited to start sharing great moments and experiences with all of you once again.
Grupo Piñero CEO
A Responsible Management Model
Our responsible management model commits us to the main international reference frameworks promoted by the United Nations as they are an essential engine for sustainable development and human prosperity.
We believe that in order for companies to be able to participate in an active and committed way, they have to focus on people and the environment. It is necessary to create a link between nature, health and business.
For us, the Sustainable Development Goals of the United Nations, contained in its 2030 Agenda, have become a guide, a veritable roadmap for identifying and achieving our strategic goals.
Health and Wellbeing
Health and well-being are now more important than ever. Therefore, ensuring people's health (employees, customers, suppliers and local community) and the health of the environment of the destinations where we operate are two basic pillars on which we have been working throughout these years and on which we will continue to focus in the medium and long term.
In the Health & Safety area we have counted on the collaboration of HS Consulting to reinforce the standards of the company to the new post Covid-19 hygienic/sanitary needs that comply with the regulations of each of the countries where we operate, the recommendations of the WHO and the protocols of the World Travel and Tourism Council (WTTC) and the Institute for Spanish Tourist Quality (ICTE), and to continue contributing to the Sustainable Development Goals (SDG).
Committed to Responsible and Sustainable Tourism
At Bahia Principe Hotels & Resorts we already have been granted prestigious international seals in the area of sustainability: Travelife Gold Certification and Earth Check which demonstrate our commitment to responsible and sustainable tourism; and Health & Safety certificates issued by HS Consulting, an international consulting firm specializing in the tourism industry.
Evolution of health and safety measures in relation to Covid-19
To ensure a healthy life and promote well-being for everyone of all ages, we have developed a strategy based on two pillars.
Improving the physical, mental and social well-being of all our stakeholders.
Protecting and preserving the planet, planning and managing territories in a sustainable fashion.
MEASURES TO IMPROVE THE CUSTOMER EXPERIENCE
10 MEASURES TO IMPROVE THE EMPLOYEE EXPERIENCE
MEASURES TO CONTRIBUTE TO SUSTAINABLE DEVELOPMENT
We have evolved our safety and hygiene protocols with an integral vision and faithful to our strategy, taking a series of measures that guarantee health and well-being based on 4 principles of action.
Their primary objective is to provide value in every interaction with customers, suppliers and between employees.
1.- Ensuring healthy and sustainable settings
2.- Ensuring people's health
3.- Guaranteeing safe and responsible services with careful and personalized attention
4.- Fostering a digitalized and adapted experience
1- Ensuring Healthy and Sustainable Settings
We will protect and preserve our settings so that they can be healthy, sustainable places.
2-Ensuring People's Health
We are working to improve the physical, mental and social well-being of all our stakeholders.
3- Guaranteeing Safe and Responsible Services with Careful and Personalized Attention
We have reviewed processes and raised standards to ensure safe and responsible services with maximum customization.
4-Fostering a Digitalized and Adapted Experience
We will be fostering a 360° digital experience to streamline processes and ensure agile, personalized interaction.
360° DIGITAL CUSTOMER
To guarantee adequate implementation and compliance with these measures, which are broken down at the operational level into different department-specific protocols, we have established the following mechanisms.
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.
Owing to the updating of the Bahia Principe Hotels & Resorts’ health and safety protocols, in response to the Covid-19 world pandemic, the services provided in our hotels’ facilities and published on the webpage may be altered and/or amended, check for availability in the hotel.
We have temporarily paused the possibility to book for upcoming dates, as follows:
- Bahia Principe Fantasia Tenerife - Open already
- Bahia Principe Sunlight Costa Adeje - Open already
- Bahia Principe Sunlight Tenerife - Open already
- Bahia Principe Sunlight San Felipe - stays available from November 1 2021
- Bahia Principe Sunlight Coral Playa - Open already
- Hotel Piñero Bahia de Palma - stays available from May 1 2022
- Hotel Piñero Tal - stays available from May 1 2022
- Bahia Principe Grand La Romana - stays available from December 15 2021
- Bahia Principe Luxury Bouganville - stays available from November 1 2021
- Bahia Principe Luxury Ambar - Open already
- Bahia Principe Fantasia Punta Cana - Open already
- Bahia Principe Grand Punta Cana - Open already
- Bahia Principe Grand Aquamarine - stays available from November 15 2021
- Bahia Principe Luxury Esmeralda - Open already
- Bahia Principe Grand Bavaro - stays available from November 1 2021
- Bahia Principe Grand Turquesa - No scheduled opening date
- Bahia Principe Grand El Portillo - Open already
- Bahia Principe Luxury Cayo Levantado - stays available From November 1 2022
- Bahia Principe Luxury Samana - stays available from November 1 2021
- Bahia Principe Grand Cayacoa - stays available From November 1 2022
- Bahia Principe Luxury Akumal - Open Hotel
- Bahia Principe Grand Tulum - Open Hotel
- Bahia Principe Grand Coba - Open Hotel
- Bahia Principe Luxury Sian Ka’an - stays available from November 1 2021
- Bahia Principe Grand Jamaica - Open Hotel
- Bahia Principe Luxury Runaway Bay - Open Hotel
Owing to the updating of the Bahia Principe Hotels & Resorts’ health and safety protocols, in response to the Covid-19 world pandemic, the services provided in our hotels’ facilities and published on the webpage may be altered and/or amended, check for availability in the hotel.
Frequently asked questions
BAHIA PRINCIPE HOTELS & RESORTS FAQS
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.
Extended stay due to quarantine or positive results will be provided at no cost of up to 10 days for affected guest and companion sharing a room in the designed isolated area. This is applicable for guests with a minimum of 3 night stay and until through December 20th, 2021.
This offer applies to all resorts in Dominican Republic, Mexico or Jamaica and only to clients that have booked a minimum 3-night stay. Upon getting the results, they will be assigned a room in an area prepared and reserved for their isolation.10
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.
Can Covid-19 tests be done inside hotels? What is the cost? Who do I have to contact?
Yes, from 23 January, antigen or PCR tests will be available within our hotels and will take place in reserved and designated areas. These tests will be carried out by approved health service companies in the countries where we operate.
Free antigen testing in the Dominican Republic, Mexico, and Jamaica for guests with a return ticket to any country that accepts its validity and requires it for entry and with a reservation of 3 nights as a minimum, will only be offered to bookings made before August 15, 2021. All guests that book their stay on August 15, 2021 or later will have to pay the corresponding valid prices.
Extension of stay for a period of up to 10 days in Dominican Republic, Mexico and Jamaica destinations for guests with a positive result, in a room located within a confinement area.
The stay extension for up to 10 days in the event of a positive result will only be offered to guests with a reservation of 3 nights as a minimum through December 20th, 2021.
This offer applies to all resorts in Dominican Republic, Mexico or Jamaica and only to clients that have booked a minimum 3-night stay. Upon getting the results, they will be assigned a room in an area prepared and reserved for their isolation.
We recommend that you book your appointment as soon as you arrive.
Below is a summary of the costs and approved laboratories with which Bahia Principe Hotels has reached an agreement.
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.
Will you cover the cost of multiple Free Antigen tests? For example, if someone tests positive after the first test, will the second test (at the end of quarantine at the hotel) also be covered for FREE? They still need a negative test to show airlines and USA Border Control.
You have provided an end date of 3/31 for free testing. Unless you tell us otherwise, we will assume that ANY client checking in on/before March 31 will be eligible for a test, regardless of check-out date. Please keep us advised.
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