Extremely unhappy and rude staffs everywhere - especially for Asian families - Baha Mar Nassau - Trade Reservations
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🤮 1/5 - Extremely unhappy and rude staffs everywhere - especially for Asian families
By 👻 @Cmykmom, 03/21/2024 3:00 am
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I left a review for Grand hyatt, Baha Mar on my 5th day and gave it two stars. Today is my 6th day and I’m deleting the original review, which you can read below, and I’m now giving this place 1 star based on what happened since then. I thought things could not get worse, but the bad service continues to compound and I really have to update the review for people considering this place. When I first heard about Baha Mar and skimmed through negative reviews, a mistake on my part was assuming how bad could it be. Right? Like how bad could it be? Well at Baha Mar, it could really ruin your vacation. On average, a family can spend anywhere from 5k-10k+, depending on your travel month, duration, extras you choose to do. Of course this can be doubled if you have a bigger family with better rooms, etc. For our family of 4 our total on this trip of 6 nights during spring break will come out to about 12-13k. I’m not mad about the money and I’m not expecting a royal treatment for that cost either. But I expect a basic level of service and respect from the staff who work the grounds. Below is the review I wrote yesterday and scroll further for the last 24 hours. Btw, we are leaving tomorrow and I can’t wait to get out. Original review written on my 5th day. ———— I’m not the one who claims “that’s racist” when anything unfair happens. But when it keeps happening to your family over and over again, you see a pattern. My first impression was that the staffs were generally unfriendly, at the front desk, concierge, at the pool, they just came across as if they didn’t want to be here. And my initial assumption was that maybe they didn’t like their job, maybe they are not paid enough, etc. But several times I had to be in lines where people ahead of me would get serviced and I am observing their interaction, and the staffs are clearly smiling, talking, asking what they needed, and when I come in front of the line with my smile on, they wipe their smile and don’t even make eye contact. I was buying a rashguard for my kid at vineyard vines shop, there were two women working the register making all kinds of small talk to the Caucasian couple ahead of me in English and when my daughter and I came to the front of the line to pay for our stuff, one of them spoke in the local language, and the other one laughs and says ‘english’, and this repeated intentionally to create a weird ambiance. It was such a bully behavior towards customers. Not because they were speaking in their local language but because they kept looking at us and made it clear they were talking about us and laughing. We are an Asian family of 4. First day on the beach, we were trying to get help with beach umbrellas, I am not making this up when I say we asked 5 different beach staffs and they all told me to go to the other person because they were doing something else, and they were clearly helping Caucasians with the umbrellas. After 45 minutes and tipping up front, at this point call it bribing we were able to get our umbrella. There was another Asian family who asked me how I got our umbrella as they have been pingponged the same way, and I told them to just bribe up front. At a poke shop, my kid wanted a shaved ice. A Caucasian kid in front of us got a big mound of ice for her and my son maybe got over half. When I asked if they can put a little bit more as they didn’t even fill the cup, the woman rolled her eyes at me and spoke in local language to the rest of the staffs and I was quite disgusted with their behavior. Because of the beach umbrella hassle, I just booked cabanas for our family for the rest of the trip. The staffs frequently check in on other cabanas throughout the day, but not ours. I have to remind the staff about the complimentary fruit salad or water that comes with the cabana so they don’t skip it. The concierge at the west tower is some of the unfriendliest people you come across, and you’re supposed to be “concierge”!!! My husband has British accent and the service on the phone is exceptional. Obviously not surprised there because they really cater to the caucasian families here. Like what in the hell, Grand Hyatt, Baha Mar, train your staff. This is such a disappointing experience and I’m grateful that my kids are young to not pick up on these subtle and petty bully behavior but I will not be returning and I will be sharing this experience with other families. To be fair, not everyone is giving us this horrible experience but I have to say even a 50% staff is half too many for a vacation experience. Now a practical run down for families who still want to take their shot and come here: We are staying at the west tower, the room is ok in size, the shower has a distinctive smell but you get used to it by day 3. They give you two complimentary Dasani water a day. The day we tipped our housekeeping $5, she left us 4 bottles and when we tipped $10 she left 8. Starbucks breakfast is around $50-60 for two coffees and 3-4 pastries, breakfast buffet for family of 4 is around $160. A nice sit down dinner is about $300-400, so far we had costa and shaung ba, and food is decent. A quick lunch grab by trucks or stalls will also be around $100-130 per meal for a family of 4. Our room for this week was around $7000 and our cabanas are $500-600 daily. And we have been tipping the staff who help us in cash as well. The water is beautiful, the waterpark is fun for the kids and the pools are fun to hang out at. Unfortunately for our family, we will not be returning to this place as we will choose to spend our money elsewhere. ——— Below is my review on my 6th morning and I really hope I don’t have to update this on my 7th day, but let’s see what the next 24 hour brings. We went to a sit down breakfast yesterday, I ordered coffee. They brought milk and then didn’t bring coffee for the next 15 minutes. They could be busy, I’m not difficult. My son’s cup of water had bug in it, we asked for a change, it took them another 10 minute to bring him an empty cup. It never got filled. I finally got my coffee after chasing down someone and no one else came to check in on our table, ever, we raised our hands, no one looked our way, so I finally walked over to grab the coffee pitcher to refill my coffee, which then caught their attention? Like when I was raising my hand you conveniently don’t see it, but you can see me reaching behind my table? Ok. The kids had a lovely day at the Baha bay waterpark, we had the cabana by the entertainment zone, I personally think the cabanas by the entertainment zone and wave pools are the best because they are actual structures and not tents, so I do recommend these cabanas if anyone considers cabana on their Baha bay days. The staffs by umami burgers were nice and kind. Because we are so used to getting treated like we are overstaying our welcome anywhere else on the property, I was grateful for them, just asking once in a while, “you guys good?”. Because this trip was planned with a short notice, I wasn’t able to secure dinner reservations every night. Last night we didn’t have a reservation and the concierge said we can take our chances for walk in. So we did. And it’s simply the attitude of the people who are supposed to be in the service industry. Again, I am not expecting a royal treatment but must you roll your eyes, pout your mouth, talk amongst yourselves, snickering, all of that to tell me that you don’t have space? I didn’t need to eat dinner because I was full from the staffs attitudes. But the kids had to eat, so we went to the buffet where they luckily had many seats. We paid, then were told to wait until someone sat us. No one was in front of us, it was just us, and it took the guy who was looking at his phone the entire time, making small talk with his friends 10 minutes to seat us. Before he sat us he proceeded to sit other people so when I flagged to him we were first, he disagreed. Like how can you disagree when we were the first in line? At this point I’m thinking, am I being punked? I’m never the victim but that’s how I feel on this vacation. As mentioned above I have booked cabanas for all days so today we came down at 9:30. We can already see other families in their cabana and towels so I walk over to the towel station to see if someone can help us. And guess what the guy says to me. “The cabanas open at 10, so why don’t you give it a minute.” The food service opens at 10. Not the cabanas which I know for a fact. Normally I would point it out, but it’s my last day and I literally have no more strength to point out things that do not matter to people who work here. I said give me the towels and I will walk it over. And I did that because I feel here people don’t take you seriously. I walked the towels over myself and then saw another towel attendant helping out a couple in the next cabana, I asked the towel attendant if it would be possible for him to bring us a few more towels, and I walked the kids over to the beach. We came back 90 min later to no extra towels and our complimentary water left out, there is a fridge but no it just stayed out and got warm. Maybe they don’t want people like me to come. This is how I feel here. Uncomfortable, unwelcome and most importantly, disrespected. Another tip for travelers, this is a cashless resort, but you need to tip people in cash if you want extra towels, beach umbrella, etc. No one has cash, there is a cash exchange machine which you can feed it $100 and it gives you $20 bills. Nothing smaller. This is how they roll. I asked housekeeping if she has change and she said she only has 10s. So bring your change. My kids are having a great time so I will leave it at that but I will never be back, so management, don’t bother replying to this message as you didn’t bother yesterday. I don’t know why so many of your staffs are so unhappy but if customer service doesn’t improve you are losing out on building loyal customers. You have the right grounds and the amenities to attract people like me with young kids where this can be a repeated destination for years to come. Think about that.
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