So I got married on Wed at the Akumal site, and stayed at the Coba resort, and to be honest, I will never go back to that resort again. The wedding itself was lovely, but the customer service was absolutely terrible.
We were not given any sort of VIP treatment at checkin, in fact we never got the welcome cocktail that I saw other guests getting, they never explained anything to us or told us that one of the snack bars was closed, they pretty much just gave us our key and sent us on our way. My Brother in law inexplicably got stuff addressed to me in his envelope. My in laws weren't given gold bracelets until day 5 and my parents never got them. For some reason they put rose petals in my sister's room one night. We had no robes in our room, two guests had no mini fridge, and one had no tv. One of our guests didn't even have a room, they somehow managed to lose one reservation from our group booking. My father and sister were given one king bed, while my aunt and uncle on the same booking were given two doubles. The dehumidifier we requested when we booked wasn't there. Then the public relations manager assured us it would be there the next day, then the concierge assured us that it would be there the day after that. It finally arrived the night before the wedding after my third visit to the front desk to speak to a woman who was terrified of me at that point because... I had just spent two days crying at the front desk because the wedding site looked terrible and no one would do anything about it. The resort told me that the Akumal site's new arch looked just like Tulum, so I assumed that it would look like Tulum's. The latest pictures from @Tlseege confirmed that, so I figured we were good. EXCEPT that at some point in the past year they painted it white. Badly. And they did not do any upkeep on it, so there were barnacles of some sort growing all over it, and the white paint was wearing off to reveal the brown paint underneath. It looked like it was ten years old, not less than a year. And no one would listen to me. The wedding coordinator insisted that I was just confused, it had never been brown and had always looked like that. The front desk wouldn't let me speak to a manager who had any actual authority and kept passing me around to people with no authority to do anything. I kept hearing "that isn't my department, I don't even know what you're talking about".
After two days of fighting with the resort I finally got the wedding coordinator to look at the pictures we had taken and told her that we needed to find a way to fix it or cover it up or something and she got the Akumal hotel manager to paint it, which was all I had been asking for for two days. I didn't care if it was brown or white, but somewhere in between was not an option.
The wedding itself went wonderfully under the newly painted structure, and the cocktail reception at the Jacuzzi pool was fantastic, but the service at Le Gourmet was ridiculous. I confirmed with the manager and the server that the best woman was allergic to mango when we sat down and would need a different dessert. And they served her the mango dessert. I pointed it out again and they took it away and just didn't give her anything. Classy. And then the cake. Oh, the cake. The massive freaking cake that could have served 200 people. No idea why they charged me for a second tier and then brought me a 20" round cake, but whatever. Except that they dropped the cake topper face down in the cake, then just stood it back up and hoped no one would notice that where the cake topper should be, there was a white blob of icing that was roughly the shape of two people? My man of honour took care of that one, they were apparently just going to leave it but he made the manager wipe it off.
Remember that dehumidifier we requested? Well, it flooded our room twice. The first time was in the morning and we just called the front desk and went out and when we came back everything was cleaned up. The second time we didn't notice until we got back to the room at 11:30pm. No one answered at the front desk so we walked down there and told them that our room was flooded and they told us that they couldn't do anything about it. We asked how could the resort not have anyone working nights that could use a mop and she spoke to the manager, who said they would send someone to clean it up. Except that he didn't. And they didn't bother telling us no one was coming. So we sat up until 1am waiting for someone to come mop up our flooded room and no one ever came, and no one ever answered the phone at the front desk. So while the wedding itself was lovely, I will never go to another Bahia Principe resort because their customer service is terrible and they will repeatedly lie to you to make you go away.