Grand Hyatt Baha Mar

I recently stayed at Baha Mar’s Grand Hyatt for 7 nights, and unfortunately my experience was extremely disappointing. The biggest issue was the lack of customer service and the way serious problems were handled throughout my stay. During my trip, an unauthorized charge of approximately $7,000 was somehow posted to my room account. When I discovered the charge, I immediately went to the front desk expecting the situation to be treated with urgency. Instead, the staff were dismissive, rude, and acted as though it was not a significant issue. I received very little assistance and was repeatedly brushed off despite the fact that thousands of dollars had been charged to my account without my authorization. This created a great deal of stress and uncertainty during what was supposed to be a relaxing vacation. To make matters worse, when I went to check out, I discovered that additional charges had been placed on my room. At that point, I had completely lost confidence in the resort’s ability to manage guest accounts accurately or protect guests from unauthorized charges. The housekeeping service was also far below what I would expect from a luxury resort, especially one operating under the Grand Hyatt name. Out of the 7 nights I stayed at the property, my room was only cleaned once. On one occasion, housekeeping did not offer to clean the room until approximately 4:40 PM, which is unacceptable for a resort of this caliber. Basic services that guests pay premium rates for were simply not being provided. Overall, I was extremely dissatisfied with the level of service throughout the resort. Between the unauthorized room charges, the poor response from management and front desk staff, the lack of housekeeping, and the general feeling that guest concerns were not taken seriously, this was one of the most frustrating hotel experiences I have had. Given the reputation and pricing of the Grand Hyatt at Baha Mar, I expected a much higher standard of professionalism and customer care.

Lots of celebrities come here to relax, its a great place to visit, dine and swim.

Very busy hotel - lots of kids and young people that seem to be enjoying their summer vacation in a place where 18 is the legal gambling age and the casino is readily available to them. Restaurants are expensive but on par with the rest of the island, but not what I expected from James Beard recognized chefs.

Despite understanding that Memorial Day weekend brings high occupancy, the complete lack of basic customer service and the consistently unfriendly, bothered attitude of the staff here made our vacation incredibly stressful. Upon arrival, no bellmen offered to help us with our luggage. We had to track down a luggage cart and load it ourselves. The check-in lines were consistently 20 to 30 minutes long throughout the entire weekend, made worse by the fact that the West Tower concierge desk was closed. have a toddler who takes a midday nap, so we proactively requested room service on the app and spoke to the concierge in person to explicitly state we would be out of the room from 9:00 AM to 1:00 PM. On both full days of our stay, we returned to an uncleaned room. When we called housekeeping, they informed us that the front desk had never passed along the message. Because of this lack of communication, our room wasn't cleaned until 5:00 PM. When we were worried about running late for our dinner reservation at Marcus, we asked the concierge for assistance with the time change. We were dismissively told they couldn't help us and that we had to physically walk over to Marcus to handle it ourselves. On a rainy day, I asked a staff member for an umbrella and was directed to the concierge. After waiting in line for 15 minutes, the concierge told me I actually needed to ask the bellman team outside.

Could not recommend this unless you like spending top dollar to have treated like trash . Staff are rude and inattentive while costs are high and not worth it