The St. Regis Bahia Beach Resort, Puerto Rico

We have been lucky enough to stay in eleven St Regis properties around the World, and this is the first time any property has not achieved a five-star rating after a five-night stay. I know feedback is always important, and given my Marriott Ambassador status, I have extensive brand experience. The room was wonderful, and the location is fantastic, with an excellent golf course five minutes away. The breakfast service was what we would expect from the St Regis brand. The pool service was poor except for the last day, when an attentive server named Anibal popped over to check on us every thirty minutes. Our main issue with the hotel is the lack of ownership of the concerns that we raised with the staff after night one. For some reason, housekeeping leaves minimal amounts of coffee cream, and the turndown service doesn't happen. We had turndown two nights in five. Also, the housekeeping department doesn't seem to know how to put sheets on a bed, check if there is shampoo and shower gel in the containers, or check if there are earbuds available. On the first morning, we mentioned the turndown and lack of amenities to Jalieshky on reception and he assured us that things would improve. We also asked that we have turndown between 5 and 6 and that housekeeping left at least ten coffee creams and six water bottles. This never happened, and twice a day, we have had to chase the Butler service for cream and water. In addition, we have not had our towels changed in the evening and have had to ask for fresh linens. When used, the hairdryer produced a burning smell. We asked for it to be replaced, but it was not. Again, we had to chase the hotel to get this done. The bathroom faucet was not secure, and the water drained away, so again, it was requested that it be repaired. The room service was satisfactory, although our food was lukewarm on several occasions. One night, we had to ask for the fries to be replaced because they were cold. This meant I had to eat my meal in two stages. The Butler message app response times have been intermittent, and on occasion, no response was received. Each contact with the Butler service via the phone has prompted a standard response of ' I will advise the team'? No checks are made to see if your request has been actioned. All of the above has meant that we have had to call the Buler service each morning and share our experiences and disappointments. However, nothing changed due to a lack of ownership. We never asked the hotel for monetary compensation for all the problems, and the hotel didn't offer anything for our troubles. I hope our comments help you to offer better service to future guests.

This property is absolutely stunning. The service we experienced was also excellent from start to finish. Rooms were beautifully decorated. We were upgraded to ocean front and the view was one of the best we have had. My only problem with this resort is the limited food options at the resort and nearby. This is the only reason I can’t rate it 5 stars. Would go again though!

AMAZING family vacation with my 9y and 11y. We are so lucky. We had enough of the all-inclusive resorts (consumed too much, most of it not necessarily that good) so this was awesome. The grounds, pool and hot tub, rooms, vegetation, walkability, bikeability, runability (especially on the natural trails) everywhere, food (especially Beach Club and St. Regis Bar where you could eat outside. Poolside Sea Grapes was good for lunch but not as much for usual dinner) was awesome. Breakfast buffet or a la carte was always great w/super friendly, patient staff Xiaomara, Briezella, and Stacey. The MOST amazing part is the animal shelter on site where you could visit, volunteer (we went daily!), walk dogs, even foster them in your rooms, visit the cats in the outdoor catios, visit the goats, sheep, turkeys, chickens across the street. We fell in love with a cat and had to fly him home (the shelter handled everything and provided the vet paperwork, soft carrier for the flight so we only had to pay $95 for the airline to bring him home :) The animal shelter staff are amazing. Was our 2nd time and will definitely be returning (probably to adopt more pets too :) Only suggestions for improvement is to have longer biking paths!

Don't let the naysayers deter you from this property. I just returned from a 5 night stay that was one of the best I've ever experienced. The staff, from arrival to departure, were absolutely welcoming and attentive. If you like nature, calm, and quiet...this is the place. The manner in which the property is connected via a boardwalk amongst the vegetation is something I miss already. The management team has done a marvelous job, I've never seen a staff this happy and welcoming. The breakfast options were copious, and the staff had great recommendations on things to do and see nearby. I highly recommend the French toast. Rent a car! The price for parking is more than reasonable and there are so many nearby tastes and sights that making your own trnsportation worth while. In addition, the valets were always so polite, helpful, and took great care of us. The butlers were all amazing! Quick shout out to Oscar for making our first night special and Juan for helping out with local food suggestions. The housekeeping kept the room immaculate and the cookies and turndown service were exquisite. Don't forget the on-site bio tour that includes a quick stop by the on-poroperty no kill shelter. If you enjoy golf, it was pretty sweet to visit the range for free and to hit a few balls. The course looked pristine but didn't play. Im sorry others had a different experience than me, but I'd go back tomorrow if i could. This place really is magical.

This resort is a tropical paradise. It is well appointed and the hospitality is amazing. Facilities are up to date, great pool/beach area and endless amenities- daily French press coffee delivered to your room, nightly smores for kids, champagne sabering, great kids club, beautiful spa. You really can’t go wrong here.