Rated 2 out of 5 by Te3109 ST Regis - Puerto Rico
The St. Regis Puerto Rico is absolutely beuatifully located. The rooms are awesome and the views magnificent. I rated the hotel as needs improvement due to the Butler Service being far below average and the food not at all up standards for a resort of this quality. On several occassions we attempted to use the Butler Services and they never showed up. At other times we were simply ignored while other more prominent guest were being waited upon.
April 15, 2013
Rated 5 out of 5 by quinella66 You will never want to leave
This is one of the nicest places to stay anywhere. It is on a large sanctuary with 2 miles of pristine beaches - you feel like you are somewhere special and away from everything. Sometimes we even had the whole beach to ourselves. The service is flawless as the staff go out of their way with their attention to detail. As to the restaurants, every meal was perfect.
While they treat all guest like royalty, on top of that, as a Platinum member, they upgraded us to an ocean front room and provided a great breakfast benefit.
The only downside is that if you plan to see much of Puerto Rico, you may not end up doing it as you will never want to leave!
November 9, 2013
Rated 3 out of 5 by Barcelona Not what I expected from a St. Regis Branded Property
I will not stay at this resort again. I've stayed at several St. Regis branded properties around the world and the first thing I expect is personalized service. I did not receive this at the Bahia.
The concept of a room butler was no more than an extension to room service. When I stayed at the St. Regis in NYC and Rome, the first person to greet me in my room was the room butler. In each scenario, this person did their best to understand my needs and accommodate my wishes. They knew when to serve tea and coffee, when to iron my travel wrinkled clothing, and every aspect of my itinerary. They made me feel special and not consider the cost of the hotel.
The Bahia was completely the opposite of this. The butler service was a maid from room service who did nothing to understand my needs. I even had to call the, butler service number, to get a roll of toilet tissue. Additionally, while the guys who drove my companion and I around the property were very courteous, we'd sometimes have to wait for more than 20 minutes to get picked up after calling for a vehicle. Several times she and I just walked to our destination, though it may have been on the opposite side of t he resort, out of frustration while waiting.
The simple stuff also vexed me. For instance, on our first night there, my companion and I had dinner at the Molasses restaurant on property. They ran out of bread, the mosquitos were unbearable, and they seemed understaffed for the evening. While the Mofongo was awesome, poor service overshadowed the quality and taste of the food. Some form of mosquito repellant should be distributed at check-in or be in the room. This had to be purchased additionally. The mosquitos really were bad.
What we thoroughly enjoyed were the additional services provided by the spa and our round of golf. Enough good things can't be said about these services. The spa was immaculate. Our massages were great. The yoga session with Melba was one of the best we've had.
The property is beautiful. The golf course, though very tough, just blew me away. Every hole was beautiful to my eyes. While all the sand traps and water, caused my back and hands a few problems, the surroundings took away any angst I felt while watching my handicap increase on every hole. However, the service I received from a hotel accommodations perspective, left a great deal to be desired.
I'm a platinum member that travels 60% plus of my time around the globe. I always stay at Starwood properties if they are available because of the level of service I generally get is great. My companion and I did not receive great service at the St. Regis Bahia Resort. Other than the amenities of the spa and golf course, I was not made to feel special. I had great buyers remorse as I was settling the bill when it was all over. I've never felt that way leaving a Starwood resort in the past. I won't be returning to this resort.
November 16, 2011
Rated 2 out of 5 by GoodLifeAficionado1 Poor follow up with customers
I booked my stay for this property over a month in advance before my arrival and chose to use 3 of my earned suites stays that was awarded to me for becoming a repeated Platinum member. When I arrived to the property after my flight, I was told that I wasn't going to be living in a suite during my stay and that I would be placed in a regular/standard room. After speaking with the front counter staff about my suite being taken away, I was told that the suites are upon availability. I explained to staff that I was never informed via telephone or email that I wasn't going to be able to have a suite during my stay prior to my arrival and had I been, I would've re-scheduled my stay for another date or perhaps went to the property in Punta Mita, Mexico instead. I asked to be placed in an ocean-view room (standard) which was available at the time and I was still denied. I felt as though the rug was pulled from under me once I arrived .
Room Cleanliness -
When I arrived to my room (818) , there was a very bad mildew smell , worms on the floor in different areas and a lizard in the bathroom. Also the lights weren't working in parts of the room in which I called for maintenance to come and fix. I personally cleaned up the worm and lizard problem, but the mildew smell remained . I didn't complain to management about being switched to another room because I didn't want to go through the experience of rejection again . So I dealt with it instead.
Follow up with customers -
I think that St. Regis fail to do follow up with customers as promised. I was told before checking out of the property on Monday morning that I was going to be emailed information as it pertains to my bill due to some questionable charges that were placed on it . Here it is Wednesday morning 48 hours later and no one has yet to followup with me about the price adjustments being done about my breakfast charges. Not to mention informing me prior to arriving about not being able to live in a suite during my stay.
In conclusion -
I'd like to say that I enjoy being a platinum member of Starwood, but I didn't feel like a platinum member during my stay at this property. With this being said, these trips and stays don't come cheap. The way you make a person feel and how they're treated always be the deciding factor in the end. I don't want to feel bad about my experience with St. Regis (Bahia Beach) . I want this feeling to go away. Thank you for listening .
March 27, 2013
Rated 5 out of 5 An overwhelming experience--Already booking a return
The Bahia Beach resort continued to exceed our expectations from the moment we walked through the big door until the saddest part--our departure. We highly recommend the rooms with their rain-showers and huge tubs. We loved the personal attention at the dining room at Fern. And, there is no better pool setting which we enhanced by renting a cabana. The prices are marketable for a 5-star resort, so don't expect to pay less. We even did the Zip-line tour and we'll be back!
May 31, 2012
Rated 4 out of 5 by markae49 Great location but poor service
Really good location but overall service is rather poor - everyone we met who worked there starts off by offering how can they help but then in practice everything falls over. It is a pity because the hotel is beautiful and has excellent facilities including great pool and beach but lacks motivated staff.
Also rooms were large but had musty old/smell. I have left the resort but still waiting for hotel manager to call me back from when I was staying there!
February 19, 2013
Rated 1 out of 5 by johnpspgmember st regis hostage
it was like being on a cruise, captive with 2 dining options and one that enforces a dress code. they take a cut of the taxi's fare (about 50% more), they charge 20%+delivery fee for room service. $5+tax and fees for a soda. the molasses restaurant which is one of 2 dining options food is marginal at best. i was repeatedly charged for valet parking when i repeatedly told them i dont have a car and was the reason why i needed a taxi to the airport. if you go to the pool afternoon , there are no pool chairs. it felt like they always had a hand in your pocket.
February 22, 2014
Rated 5 out of 5 by Andrew333 Beautiful natural setting offers a great escape
After the fourth trip in less than two years, it's clear this destination is one that should make everyone's wish list! Nestled in a tropical and beautiful setting, this resort is a true escape.
*setting - you can't find a more beautiful and natural setting
*pool - it is masterfully designed with many levels and a feeling of privacy, even when completely full
*rooms - well designed with modern and very comfortable yet elegant and sophisticated furnishings
*privacy - if you want a true getaway and appreciate the opportunity to have your own space, you'll appreciate this resort and the layout
*Service - while the attempt and intent is appreciated, the small details are not consistently met....the timeliness of the details is where the opportunity exists. I do however want to thank Edwin for continuing to remember us as a returning guest (very few have done this), and Etienne, who was an extremely engaging server at Fern
*Food - while certain dishes and meals are good, there is a lack of options for restaurants...take advantage of the private dining...when they get it right, it's one of the best options.
*Grounds - while the natural setting and grounds are beautiful and someone may say i'm crazy to call it a con, the hotel has been around for two years and there are some areas that need addressed..i.e. marsh like grass right outside our patio and on the estate lawn, beach is raked by a large tractor, but consistently have to walk past trash all over the natural area of the beach.
Overall, it's a fantastic resort, hence our multiple trips back. The service is the biggest opportunity and once mastered, should be considered one of the top resorts in US/Caribbean!
December 2, 2012
Rated 5 out of 5 by Catty One of the best Starwood properties
We absolutely love this resort! We love everything about it - design of the property, service, pool, cleanliness, restaurant, scenery, natural preserves. When we arrived, we 'checked in' at the gate and were greeted by the staff in front of the plantation house, this staff thought I was my sister because she visited few weeks before me, and apparently he remembered guest names very well! Room was extremely spacious, luxurious and clean; pool and fitness center were really nice, not crowded at all. Spa facility was state of the art and the Fern restaurant is one of the best JG's restaurants. We rode bikes around the property, canoed on the river and walked on the walking trails. The concierge also helped us in reserving ziplining activity and a very nice modern restaurant in Old San Juan, which to our surprising, that restaurant had decorated our table with rose petals because we were St. Regis guests.
July 18, 2012
Rated 3 out of 5 by Amy1022 Beautiful property, poor service for a St Regis hotel
Upon arrival, I was very happy with the look of the hotel - incredibly beautiful grounds - the first evening there, we chose to have dinner at Fern a Jean-Georges restaurant and the food was less than spectacular. Everything we asked for, they either didn't have or had chosen to prepare it differently than it stated on the menu that evening and would not prepare it how it was on the menu. It seemed throughout the experience that my friend and I were speaking a different language, whatever we asked for, we got something completely different - having to call several times to get ice (there is no place for you to get your own ice) and wait an hour for it - no attention to detail when it came to the staff and quite frankly not up to the standards of a luxury collection resort. I feel cheated using so many points for the stay. It certainly did not meet my expectations. Apparently we were supposed to have a Butler but I never saw him.
March 13, 2012
Rated 3 out of 5 by Baldy013 Not for couples!
This is a great place if you have kids. But if you are a couple looking for a getaway, this is not for you. There are little kids running around making noise in every area of the resort. When we asked whether there is any area designated for adults, we were told to go sit on the lawn! They need to designate an area of the (large) pool for adults as other couples felt the same way. Also, when we needed to shower after our checkout, they sent us all the way to a sister resort to use their facilities, rather than let us use the showers in the spa (despite us paying a high daily "resort charge"). Overall not entirely worthy of st regis name. I do recommend the tennis instructor - he is great!
March 25, 2014
Rated 4 out of 5 by JudSteel Not quite up to St Regis standards
I just stayed there 3 nights in their top tier suite.
Room was fabulous once they repaired the A/C which was malfunctioning due to a broken door sensor.
Staffing was just ok as most seemed to want to be someplace else.
Butler service was the ongoing joke between our party as it was non existant. Drivers of carts would some time not wait for us when we checked in to the pro shop for available tee times that left us walking back to the plantation.
The premises were beautiful at night time especially when the various fire pits were lit up.
Very pricy menus but can only be expected when vacationing.
Dont see myself heading back there anytime soon but the place was secluded and eye popping.
April 26, 2012
Rated 5 out of 5 by HappyHenry Great time
Stayed from9/17- 9/23 2014. We had a great time. I don't usually attribute the the hotel with a more enjoyable experience, but the resort was awesome. The staff was more than accommodating. Very friendly. As with any resort not everything was perfect, however when something went wrong the management more than made up for it. The grounds are beautiful. Makes you feel like your in Hawaii. I would highly recommend this property.
September 26, 2014
Rated 5 out of 5 by Babymooners World Class Service
My wife and I recently visited this beautiful property for a baby moon in August. Prior to our arrival I was contacted by Butler services if they could assist me with anything on my stay. I set up a private driver to pick us up at the airport and that's where the St. Regis experience began. My wife was 6 months pregnant and was treated like a Queen. Our driver listened to my wife's list of Puerto Rican food cravings and did everything he could to make sure we got every item on the list. Upon arrival, we were greeted professionally and check-in was a breeze. An upgraded room was available at that time, so it was offer to us free of charge. The property was lush and filled photo opportunities at every corner. The spa was world class and had many options for our specific needs. Most of our time was spent relaxing around the beautiful pool and private beach. The one thing that sticks out the most from our experience was the great personal care that was given to us by our butler Gabriel. He had us laughing from the time we checked in and it was his mission to make sure the mom to be was 100% happy and comfortable. We will be back for sure once our baby has arrived and I am confident she will be just as taken care of as her mother was. Great job to all involve in our stay.
September 29, 2014
Rated 5 out of 5 by MissLex22 Luxurious, Heavenly and Top-Notch
My girlfriend and I recently stayed at your Bahia Beach property in Puerto Rico. The resort was immaculate - beautifully taken care of, the customer service was top notch, the food and accomodations were first rate.
July 21, 2014
Rated 5 out of 5 by JoJoHB Fabulous Get away
Hotel and grounds are beautiful. Service is fabulous. Highly recommend for corporate incentive trips.
September 29, 2014
Rated 5 out of 5 by Golden14 Great place for R&R
Everything was top notch and luxurious. The location is an easy drive from the San Juan Airpot, check in was a breeze, Ivan the butler did a great job in welcoming us and showing us the property. The Standard Room was perfect. Hotel is very quiet and beautiful. We dined at all 3 restaurants and were pleased each time.
This is one of our favorite resorts and we plan on staying here in the future.
December 21, 2011
Rated 3 out of 5 by ChasBall Beautiful Property, Underwhelming Experience
While this is a fantastic property with beautiful grounds and quite nice rooms, the service & amenities certainly do not even come close to warranting a St. Regis designation. I have broad experience with St. Regis properties in Osaka, Beijing, Shanghai, Singapore, Rome, New York, etc. and have never been disappointed until now. consistent 30 minute waits for the shuttle service, which is absolutely necessary to get around this expansive property, mediocre (at best) butler service with additional charges for EVERYTHING (including morning in room coffee, which is standard at all other St. Regis properties where I have stayed) even after a $60 per day 'resort fee' on top of $750 per night for the room; no pressing service (again standard & complimentary for all my previous St. Regis stays); no umbrellas in the rooms despite a rainy location & long outdoor distances to traverse plus a 25 minute wait to get them delivered to the room by the 'butler service'.
Fern restaurant was a wonderful experience with great food & wait staff. The food was prepared to perfection & the wine selection by the glass was not only of good (not great, but certainly adequate to my expectations for 'by the glass' selection) quality but also well matched to the foods we had chosen.
This was a special getaway for my wife and me and while we enjoyed ourselves, the hotel was far below our expectations considering the pricing and location, especially for the resort charge. I certainly would not recommend this resort to anyone accustomed to a reasonably high level of service & at the price there are a vast number of far superior experiences to be had for half or less than the cost of this St. Regis property. As mentioned in my title, we were very much "underwhelmed" by our experience here this weekend.
December 5, 2011
Rated 4 out of 5 by Barkley2001 Not Your Typical St. Regis
The hotel is beautiful and the locale is fantastic, but that is the only reasons to call this a St. Regis. the majority of the staff are not knowledgeable and confident. Service is slow and other than Fern the food is only okay. Rooms are gorgeous and comfortable however the air conditioning does not work for the entire room (i.e. too hot in bathroom after shower to dry your hair). The bathrooms by the pool the floor was dirty for the entire three days we were at the hotel. Fern has delicious food, Seagrapes is gorgeous, but food is average and service is slow. One waiter Jose went above & beyond expectations to make the experience great. The place has major potential but needs to get its staff and services up to par to be a real St. Regis.
April 22, 2013
Rated 3 out of 5 by Holzberg Lack of management concern
The staff at hotel where wonderful. Front desk management was arrogant and truly not caring. They didn't provide basic SPG benefits for a gold member and didn't give a great effort to or react or satisfy the guest.
March 15, 2013
Rated 2 out of 5 by RS00 Need to keep rooms clean and not water down the drinks
Even though I verified our early check in request the night before arrival, we had to wait 2 hours for our room and then when we finally got to our room many of the surfaces were very dirty. Throughout our stay inconsistent on cleaning room, turn down service and removing service items. A spill on the bar area from the beginning of our stay was never cleaned.
For the price of drinks charged $13-17, would expect to taste some alcohol as they were very very watered down.
Bulter service was very good and location was great.
April 4, 2013
Rated 5 out of 5 by JasmineD The best weekend of my life
My boyfriend and I stayed at the St. Regis for Labor Day weekend and we just had the most wonderful time. As an SPG Gold Member, the hotel upgraded us to an Ocean Front room with Butler Service. It was the most beautiful room. The staff was incredibly helpful, sweet, and professional. The grounds are gorgeous. The restaurant, Fern, is delicious. Even the hotel lounge bar is a great place to relax, listen to live music, and have a great pre-dinner cocktail. I just cannot say enough about the St. Regis Bahia Beach Resort. I've never had a more relaxing and wonderful experience at any hotel or resort. We will definitely be returning as often as possible.
September 2, 2014
Rated 3 out of 5 by JPF312 Beautiful Place, a few issues
Overall, I would recommend this place.
-Fern Restaurant and Staff--grouper was excellent
-Bartenders at main bar--very knowledgable and friendly
-Activities--golf, kayaks, biking on nature trails, paddle boards, sunfish
-Spacious, well decorated room--awesome showers/bath
-concierge was helpful
-Spa treatments were excellent
But there were a few things I do not expect at a St Regis
-A/c didn't work or was on motion detector (was fixed)
-Area just outside room "under construction"
-In room breakfast--Continental breakfast (3 pastries, coffee, juice) coffee and juice were forgotten one morning and 20 min late another morning (to clarify it took almost an hour to get a few pastries)
-At some point, service staff used our umbrella in our room and we had to walk through rain
-I used spa facilities one evening at 5pm--steam room and sauna were Off, had to wait 20 min for them to warm up, returned next day around noon and the bath cloth/water bottle i'd left in sauna was still there
-The Jacuzzi in couples villa at spa was "under construction"
-The pool was over run with children all weekend--we love kids but expect them to be separated on a vacation like this
-Some service staff was aloof
September 23, 2014
Rated 3 out of 5 by FamilyHoliday2013 Beautiful Property/Weak Service/Facility Issues
The physical property is wonderful. Just the right size, tucked into a rain forest with access to a beach. The pool is beautiful and the spa works well enough. With that said the service is poor especially for what you are paying for and the brand. Food and drink service, at all facilities, takes entirely too long and the quality just isn't good. In many cases it feels like you are paying 5 X what it cost to eat at a casual dining restaurant (same quality) but waiting 5 X longer. Lesson Learned: Eat off property more. Checked in and there was no lock on my door and the AC didn't work in the room. Took 3 X to fix. Front desk manager said she's look into it and reflect it on the bill. She didn't but we still slept in a sauna. If you travel with children you MUST use the SPG kid's dining program. Budget ample time for check in and check out.
March 3, 2013
Rated 3 out of 5 by sylena I was expecting more.
Based upon their marketing I was expecting a truly luxury environment, it was not the case. Beyond the spacious rooms and service everything else was traditional. I was expecting more for the price per night.
September 22, 2014
Rated 5 out of 5 by BradM Best Experience
My girlfriend and I came to this resort from another resort on the island. From the moment we stepped out of the taxi to the second we left, everything was PERFECT! The staff is extremely friendly and knowledgeable and took care of anything we needed. A true 5 diamond resort with top notch service. We will definitely be returning to this resort as it was the best experience we have had yet.
The restaurants were phenomenal and my crispy chicken dinner at Fern was one of the best I've ever had. The staff at all of the restaurants knew all of the ingredients of the dishes as well as how it was prepared.
The boat house offers free kayaking, paddle boarding, sailing, and biking which we made full use of. You are also able to hit golf balls at the driving range at no charge.
The attention to detail at this resort made this experience unlike any other. HIGHLY RECCOMEND
February 4, 2014
Rated 5 out of 5 by ovarelajr WOW!!...FIRST CLASS CUSTOMER SERVICE!!
Great overall experience! Awesome customer service. Every single associate we encountered were smiling, friendly and welcomed us to the property. From valet attendants, luggage attendants and shuttle drivers to pool attendants, restaurants servers and boathouse attendants, it was really first class service all throughout the resort!! Lunch at Seagrapes was great. I loved how the resort was incorporated with nature. It was amazing to just walk around and enjoy the scenery. Special thanks to Luis who greeted us at check-in and showed us the property, very professional, courteous and great personality.
September 6, 2014
Rated 4 out of 5 by Kelly3341 Great resort and exceptional service
I truly enjoyed staying at the resort, as part of a company meeting. I have a couple pieces of feedback:
1-When my Privacy light is on for my room, room service and housekeeping still knock until they don't hear someone and enter. That's not privacy. It's not possible to take a nap or have private time if some one is entering.
2-Room service was exceptional. However, inform chefs to take note with utensils they use to not cross-contaminate. My fruit plate tasted like onions, which was caused, I assume, by someone using the same knife for both cutting onions and my fruit plate.
August 1, 2014
Rated 2 out of 5 by JGCordaro Mold and mildew everywhere
We checked into this hotel and our room smelled of mold and mildew. We asked to be switched and the other room was the same. the wallpaper in the bathroom was peeling and had black mold behind it and the staff ran a dehumidifier in our room around the clock to try and get the smell out. Not a 5 star hotel...
February 11, 2014
Rated 5 out of 5 by maiznerd Perfect beach resort for our family.
We've stayed all over the world at top top resorts. This is up there with the best. Property is beautiful, rooms are great, staff is excellent. A lot of negativity about the property's beach is unwarranted. It's a beach -it gets seaweed on it. It's still gorgeous. Also, so many people told us they didn't consider this resort/didn't want to stay here because it's too far from San Juan - it's a 30-minute drive from the airport; it took us 2 hours to get from NYC to JFK. ...and the hotels by the airport (e.g., the Ritz) are night and day from the excellence of this property.
July 17, 2012