Bahia Principe Luxury Runaway Bay – All Inclusive - Adults only

Had a great time. Would visit again.

Property and room were clean. Lovely food and decent variety. Need to improve a little on entertainment but overall it was good

We are speechless 5 star all the way

My husband and I checked into the Escape adults-only section of the resort.We traveled from Canada, and unfortunately my husband’s luggage was lost at the airport, leaving him with only the clothes he traveled in. Upon arrival, the only available dining option without a reservation was Jasmine Buffet. When we attempted to enter, my husband was denied access due to his sleeveless sweater. However I was also dressed in casual attire (A tank top and denim shorts) so I don’t understand how I was allowed in and he was denied. A staff member initially approached me and stated that my husband could not enter. I calmly tried to explain the situation, including that his luggage had been lost and he had no other clothing available. Instead of engaging with the concern, he walked away and simply directed us to the gift shop. I explained that we did not have the funds to purchase clothing at that time and asked what alternative options were available, but he continued to walk away without offering any assistance. While I understand and respect dress code policies, what was most disappointing was the lack of empathy and willingness to assist given the situation. I then asked whether any alternative could be offered, such as allowing me to bring him a plate of food to eat outside since he had not eaten all day. Instead, we were told again that the only option was to purchase a shirt from the gift shop, despite explaining that we had just arrived, were dealing with lost luggage, and did not have immediate access to additional funds. The interaction with the restaurant manager was equally dismissive. I later spoke with a front desk supervisor who reviewed his outfit and confirmed there was nothing inappropriate about it, and agreed that he should have been allowed at minimum to receive food outside. It was also concerning that other guests were being served in much more casual/revealing attire without issue, while my husband was singled out. Mind you if Casual attire was not allowed , as I was told, I should not have been allowed in nor should other guests that were in bikini, coverups, and fishnets This is also my second stay at the resort, and unfortunately this experience has been very disappointing. As a local who lives on the island year-round, this experience is especially disheartening. It also raised concern that, due to restaurant reservations, no other dining options were accessible at the time. Speaking with some staff members, the interaction often felt less like requesting assistance as a paying guest and more like being treated as if we were asking for free service. As guests, we recognize the importance of tourism to hotel operations; however, there must also be a level of respect, flexibility, and basic consideration shown to paying guests. Without both tourists and local patrons, hotels cannot operate, and therefore guest experience and fair treatment are essential. The lack of regard and assistance in this situation did not reflect that balance. What should have been the start of a relaxing vacation instead became a humiliating and upsetting experience. I hope management takes this complaint seriously, particularly regarding staff empathy, communication, and reasonable accommodation in exceptional circumstances.