We stayed April 1-9, booked via Privé, in the West tower 2BR Residence. Overall it was a much needed, very good stay, with a handful of hiccups.
The positives:
- The hard product is great. With an infant and three kids under the age of 5 it was great having a full kitchen, washer and dryer, and plenty of space.
- The grounds are beautiful and it was nice having a variety of pools and beach for the kids to explore.
- The resort was kind enough to upgrade the two additional reservations for our nanny and family traveling with us beyond what the suite upgrade standard suite. They each received a 1 BR Residence; one ocean view, one fountain view. I was told that if the rack rate for a residence is less than that of the standard suite they will do the upgrade without a charge, and potentially allow a paid upgrade to a higher level category if the difference in rates is paid.
- I believe all, if not close to all, restaurants reopened in some capacity during the time we were there. Our favorites are Costa and Cleo and we made several visits to both and the food was great.
- The casino is nonsmoking now which we really appreciated.
- We knew the Grand Club had been converted to a covid testing site so we proactively asked if the resort would stock our suite with bottled water, club soda, etc.. This partially happened- we had more bottled water than anyone would need for a month, and a handful of cans of Coke.

The negatives:
- Booking airport transfers pre-arrival was an issue. I tried to contact my casino host to set this up but never got an answer. Tried through the concierge and it was poorly handled- a week prior to arrival thought it had been booked, the morning of arrival received an e-mail that it was unavailable, then while in-flight got an e-mail that it was confirmed, but on arrival the Baha Mar desk at the airport had no record of it and was unhelpful. Ended up with a taxi
- Routinely the Guest Services line was rarely answered without a 5 minute hold, and as is typical for this resort simple requests (eg baby shampoo) required several calls (and requests in the hyatt app).
- The resort tried to pass off the Globalist drink certificates provided to all Globalists as the Privé F&B amenity.
- I asked pre-arrival if I could use the Reserve lounge to get coffee in the morning since the Grand Club was closed and for sanitary reasons/personal preference we didn't want to use the Keurig machine in room- never received a response. We had the foresight to bring a french press, request a kettle, and at breakfast our server sent us with a pint of half and half (only powdered creamer in the room).
- Pool F&B was not very good quality and we had service issues. We tried to order champagne that was listed on the menu as available by the glass or full bottle. Our server came back and said the menu was wrong and it was only available but the bottle, but indicated we could use two of the drink vouchers to purchase the bottle. We verified this twice and he said he confirmed with his manager. When we received the bill we were told this was not the case. It took significant time and back and forth with his manager to resolve this issue. So just be careful to double check if you want to use the drink chits.

By and large the positives outweigh the negatives and we'll keep this resort in our rotation of places to visit each year. Hopefully as they improve their staffing fewer things will fall through the cracks and they'll be able to offer more polished service.