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Reviewed 4 weeks ago via mobile

We’re at the St. Regis now, checking out tomorrow. Overall, our vacation has been excellent, with a few caveats. We were very concerned after reading many negative reviews over the last few months, and almost canceled our trip. So glad we didn’t!

This is definitely not the pre-Maria St Regis, or pre-Covid St Regis. During that period, Butlers were everywhere and catered to your every whim. To this day, my husband still comments on how perfectly they used to fold my underwear and iron his shirts. That being said, considering that I’m on vacation during a pandemic, this place is pretty awesome. Staff is super friendly, housekeeping reliable, food service mostly quick barring one meal, and pool service has been excellent. There’s nothing else I could want for while we’re here.

We pre-gamed this trip a bit, and tried to have the best experience possible despite the negative reviews. For example, servers were promptly tipped with cash when service was good, and we were pleasant even on days when the kitchen was slammed. This earned us some points with the staff, and some great tables while dining.

Also consider getting a car to take you to some dinners off site while you’re here. The food has been excellent, but the variety is still a bit limited, so a night or two off property went a long way towards keeping the vacation fresh.

All in all, our stay has been a great experience. Special thanks to Alexandra, Xiomara and Jose Alicea at the pool for outstanding, attentive service, and Jesus at Paros for a lovely evening.

We’ll be back!

Date of stay: April 2021
Trip type: Travelled as a couple
5  Thank frukio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 weeks ago

If you think that by the time of your stay, that things will improve at this hotel you will most likely be very disappointed. There have clearly been issues here for months if you look back at past reviews. Management has responded and appreciated the concerns stating they will look into them, address with property managers etc. It does not seem like anything was addressed. I would agree with so many of the complaints. Litter on the property (a pile sat near the pool shower for days while we were there), waiting a ridiculous amount of time to be seated and served at meals, no access to the boat house, sub par food. I also agree that the staff are incredibly kind and apologetic and I feel for them.

We foolishly assumed issues would have been addressed and improvements made by the time of our stay and we were wrong. I would wait for proof from positive reviews before I book here. We will most likely never stay here again. By the end of our stay, I didn't even want to sit in seagrapes as I associated it with feelings of stress. Sad to feel that way after a vacation.

Date of stay: April 2021
2  Thank Sh33421
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michelle Burn , Owner at The St. Regis Bahia Beach Resort, Puerto Rico, responded to this reviewResponded 3 weeks ago

Dear Sh33421,

Thank you for providing your feedback regarding your stay.

We are really sorry we disappointed you in the service provided during your time with us. We are working proactively with our leadership team to ensure our staff have the resources needed to provide the quality of service we pride ourselves for as a brand.

No one should feel this way after a vacation. I hope you accept our apologies, and hopefully one day in the near future we can make this up to you. Again, thank you for sharing your experience.

Best regards,

Maranyelisse Ortiz
Executive Administrative Assistant
Executive Office
The St. Regis Bahia Beach Resort

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

I wrote a review for this hotel several years ago. I gave it 5 stars. We have visited the property 4 times now and I could not let management get away without writing an additional review on our most recent stay.

Suggesting we were disappointed with our stay would be understating the extremity of the situation. Considering the pandemic and all that a resort needs to do to comply with CDC health standards management of any resort has its hands full. Proper management can make this happen, but there is no management here. If you read the most recent reviews management continues to fail even though they are well aware of the miserable vacations they have supplied several of their most recent visitors. If you are going to be open, then at least do not overbook the hotel and keep it manageable for your great staff to oversee. These are the most fundamental issues. Everyone that works at the hotel is marvelous in terms of attitude and their desire to help. The problem is there just are not enough staff members. The restaurants, front desk, concierge, maintenance, etc. Everything is short-staffed. Moreover, the amenities are basically only half available. They are 100% occupied, but ill-equipped for anything and everything. Limited food, no reservations available for basically any restaurants, boathouse, water park, etc. etc. If you are able to get into a restaurant you better have a snack first as the wait times sometimes have exceeded 1 hour. Any recent reviews that say otherwise are fake reviews. There was not one meal in which frustration did not set in due to long waits.

The grounds of this property continue to be amazing and have always been beautiful, but they become a waste when you can not even use the grounds. We were there for 7 days but could not get a time for our kids to hit the water park or boathouse without a major hassle.

Everything about this hotel used to be 10 stars just like it is ranked. It used to be one of the highest regarded hotels of all. It no longer deserves any type of status in the elite category. The service is subpar due to being understaffed and management/leadership does not exist. This is not the St. Regis that we have stayed at previously.

A hotel that we have visited 4 times in the last 7 years will no longer be on our list. Hopefully one day Marriot will provide them with the proper assistance. This used to be my favorite SPG visit. I hate writing negative reviews and certainly, the pandemic has contributed to some of the issues, but if you are going to be at 100% capacity you have to be ready, they are not and not close to it. Go elsewhere until you know they have rectified the situation. I have no doubt they will, however as of April 2021 they are not ready to give you the vacation you deserve.

Date of stay: April 2021
    • Value
    • Cleanliness
    • Service
5  Thank V9776FBmarcs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michelle Burn , Owner at The St. Regis Bahia Beach Resort, Puerto Rico, responded to this reviewResponded 3 weeks ago

Dear V9776FBmarcs,

Thank you for providing your honest feedback about your recent trip to our resort.

We take your comments with a deep sense of responsibility. Know that we are proactively working towards improving the quality of service provided to our guests. And we are very sorry to see we failed such a loyal guest to our property.

We will continue our efforts until the service is up to guests expectations and hopefully you allow us an opportunity to show you when we do. Again, thank you for sharing your experience and choosing to stay at our home during these straining times.

Best regards,

Maranyelisse Ortiz
Executive Administrative Assistant
Executive Office
The St. Regis Bahia Beach Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 weeks ago

I see all the negative reviews and complaining from other guests. I have to believe most of those are fake.
I'm here with my wife and 9 year old in early April 2021.

Yes you can tell there is a lack of staff in some places like the pool. It might take a bit to place an order. But you can always walk up to the bar and order. Food and drinks come out within minutes.

Breakfast was NEVER an issue. We tried 8:00, 9:00 and 9:30. We were seated promptly and service was A+. Alexandria was nothing short of amazing.

Lunch at Sea grapes was delicious and easy. Getting a waiter to you poolside spot can take 20 minutes but never a big deal.

Dinner every night,our reservations were held, seated promptly and service was awesome.

Most recent negative reviews are from these lifetime double platinum Marriott blah blah guests who expect a personal butler. Come on y'all loosen your expectations.

We stopped an bought $150 worth of food to keep in our room as a backup plan after reading reviews. Our housekeeping will be able to keep almost all of it since service, deliver and food was top notch.

Come stay here. Have a great time. Ignore the negative reviews. Not a cheap place.

Date of stay: April 2021
Trip type: Travelled with family
7  Thank Jason R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed April 4, 2021

Wow! Gorgeous property but that is it. This place is a rip off for the price. The service was nonexistent. Check-in was a nightmare... we were greeted by the luggage attendants and they told us to sit in the lobby to be called. We waited for an hour before More luggage attendants came to tell us we could change in the spa and they’d watch our luggage while our room was prepped. We waited another 3 hours for the room. We made reservations for the “sushi” restaurant in the hotel and we got there 15 mins early and they hadn’t ever heard of us. We had talked to the restaurant on the phone to confirm the reservation? we barely dealt with the pool service as we found out quickly we had to wait on ourselves. We ended up buying our own alcohol and going to the beach club pool that was adults only. Service wasn’t any better but it was quieter and beautiful over there.
There is ZERO concierge. You must reserve excursions yourself. They offer no help. Even with dinner reservations at the on-site restaurants you should call the restaurant directly ... Reserve a car rental in advance! The resort can’t help you and Nothing is easy here, everything is booked or extremely slow... we get island time but this is extreme...
As Marriott platinum members this was the most disappointing Marriott vacation we’ve ever experienced. A lot of money for zero benefits... we spent a ton of money and will not stay again. Buyer beware.

Date of stay: March 2021
Trip type: Travelled as a couple
2  Thank 910_ange
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michelle Burn , Owner at The St. Regis Bahia Beach Resort, Puerto Rico, responded to this reviewResponded 4 weeks ago

Dear 910_ange,

Thank you for providing your honest feedback on Trip Advisor. We are really sorry we failed to meet your expectations and wanted to express how grateful we are for your continued loyalty to Marriott.

Given the recent feedback received from our guests, we have taken a very active role in improving the services provided.

Again we apologize for the mishaps experienced in service and thank you for choosing to stay with us during these unusual times.

Maranyelisse Ortiz
Executive Administrative Assistant
Executive Office
The St. Regis Bahia Beach Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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