Bahia Principe Bavaro Punta Cana

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Jul 6, 2019
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#1
My wife, our son and I just arrived. This is our 2nd time here. Arrived in the room. A/C broken, bugs all over and the room was dirty. Hotel management isn’t willing to move us, says we have to sleep here. We talked to more management and now they want to charge us $770 to move to the Esmeralda side.

Before booking there was false advertising. They told us we could have WiFi anywhere on the resort. Upon check in WiFi only works in the lobby and nowhere else!

Someone please help. We feel that we should have to pay this much to move to a cleaner side of the hotel with WiFi. Why didn’t they tell us this prior to booking. Feels like a bait and switch.
 

JVillegirl541

Verified Member
Nov 21, 2014
3,722
3,607
113
#8
Have you contacted Southwest Vacations? They are your agent.
I agree, after first immediately contacting the hotel on arrival and finding unacceptable conditions your next call should have been to your Travel Agent. They should have been advocating on your behalf. It’s their job.
 

weihlac

Verified Member
Jun 30, 2017
1,958
2,055
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Maui Hawaii
#9
SW Vacations:

Call
Before your vacation 1-800-243-8372. If outside the U.S. 1-414-934-3017. Customer care specialists are available:
  • Monday - Friday 8:00 am - 9:00 pm CST
  • Saturday 10:00 am - 6:00 pm CST
  • Sunday 10:00 am - 6:00 pm CST
During your vacation 1-800-775-7105 24-hour traveler assistance.
 
Likes: jsn55

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,927
17,142
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New York
www.promalvacations.com
#11
I emailed everyone on that list last night actually and no reply yet. I can’t call from the DR, but I hope they can email me.
You can’t expect an immediate response, it’s a weekend when you are emailing using our contacts. You should always get some kind of international phone plan when you travel so you can make calls. Without that many 800 numbers can’t be called.

As my colleagues have stated, you need to contact Southwest Vacations. Can you call from your room and pay the international phone charges?

You booked at the less expensive resort- naturally they are going to charge you more to move you to the other side. If you want to move, you will have to pay for the difference in resort quality. What room category are you in?

Don’t they have another room category at Principe that they can upgrade you to for less money?
 
Jul 6, 2019
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#12
SW Vacations:

Call
Before your vacation 1-800-243-8372. If outside the U.S. 1-414-934-3017. Customer care specialists are available:
  • Monday - Friday 8:00 am - 9:00 pm CST
  • Saturday 10:00 am - 6:00 pm CST
  • Sunday 10:00 am - 6:00 pm CST
During your vacation 1-800-775-7105 24-hour traveler assistance.
Thanks! I’m trying to call them now. I tried the 800-243-8372 earlier with no luck. Horribly long hold time.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,927
17,142
113
New York
www.promalvacations.com
#13
I agree, after first immediately contacting the hotel on arrival and finding unacceptable conditions your next call should have been to your Travel Agent. They should have been advocating on your behalf. It’s their job.
It’s SW Vacations- it’s not a true travel agent. But that is exactk
Thanks! I’m trying to call them now. I tried the 800-243-8372 earlier with no luck. Horribly long hold time.
There are going to be long hold times - all suppliers are inundated with people wanting to change results as well as rebooking due to the storms on the East Coast.
 
Jul 6, 2019
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#14
It’s SW Vacations- it’s not a true travel agent. But that is exactk

There are going to be long hold times - all suppliers are inundated with people wanting to change results as well as rebooking due to the storms on the East Coast.
Does anyone of a live chat option they may have?
 
Jul 6, 2019
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#15
You can’t expect an immediate response, it’s a weekend when you are emailing using our contacts. You should always get some kind of international phone plan when you travel so you can make calls. Without that many 800 numbers can’t be called.

As my colleagues have stated, you need to contact Southwest Vacations. Can you call from your room and pay the international phone charges?

You booked at the less expensive resort- naturally they are going to charge you more to move you to the other side. If you want to move, you will have to pay for the difference in resort quality. What room category are you in?

Don’t they have another room category at Principe that they can upgrade you to for less money?
We just gotta be patient.
 
Jul 30, 2018
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#17
When writing the company contacts it is important to follow the directions: you start by writing the first contact on the list. You need to give the first contact a chance to resolve your problem. If there is no response after a week then you escalate to the next one. If you email all the contacts simultaneously, you are almost certain to be ignored.
 
Jul 6, 2019
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#18
When writing the company contacts it is important to follow the directions: you start by writing the first contact on the list. You need to give the first contact a chance to resolve your problem. If there is no response after a week then you escalate to the next one. If you email all the contacts simultaneously, you are almost certain to be ignored.
A week? We need help as soon as we can get it.
 
Feb 21, 2018
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#19
If there are mechanicals in the room you were assigned that are not working, like the air conditioning, that is a situation that should compel the manager to move you to another room - but in the same class/area that you paid for, assuming there is a room available. If you choose not to accept the room they offer and want a better room, you should be prepared to pay the upgrade fee.

I would not put too much effort in complaining that wi-fi only in the lobby is a deal-breaker. Wi-fi anywhere can be a crapshoot, and is often made unavailable because too many users are logged in. That's more an inconvenience than a major issue.
 
Likes: Neil Maley
Sep 19, 2015
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#20
If you have not gotten hold of them consider downloading Skype or something similar and calling from the lobby. SOuthwest Vacations May have had wrong information as the resort says wifi in lobby only.

NO a/c is definitely something to complain about and should be something that is attended to immediately.

And I agree waiting for email contacts is not realistic when one has landed and checked in and is having a problem.
 

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