Barceló Hotels Head Office
Calle José Rover Motta, 27,
Palma de Mallorca, Spain
Barceló Hotels Customer Service
Phone: 902 10 10 01 (Spain)
Phone: + 34 902 10 10 01
International Contacts
| Argentina: 0 800 2 227 23 56 Austria: 0800 070 096 Brazil: 0 800 892 38 93 Colombia: 1800 754 1833 Czech Rep: 800 222 515 Denmark: 807 05 847 Dominican Rep: 809 227 23 56 El Salvador: 213 67 285 France: 0805 374016 Germany: 0800 777 7373 Italy: 800 198 433 |
Ireland: 1800 200 032 Mexico: 01 800 227 23 56 Norway: 800 69 660 Portugal: 800 502 362 Russia: 8 800 333 4274 Switzerland: 0 800 563 092 Turkey: 0 212 444 2919 Ukraine: 0800 502 930 Uruguay: 00 0405 4005 UK: 08000 211 256 USA: +1 800 227 23 56 Venezuela: 800 10 49 160 |
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About Barceló Hotels
Barceló Hotels was founded by Simon Barcelo in 1931. Operating under the Barceló Group, it currently has a network of over 100 hotels offering close to 30,000 rooms in 19 countries. The Spain-based company employs over 24,000 people worldwide. At the end of 2014, the Barcelo Group had a turnover of 2,056.6 million Euro.
While majority of Barcelo’s hotels are located in Spain, the other countries where it has its presence include Germany, Bulgaria, Egypt, Spain, Greece, Italy, Czech Republic, Turkey, Morocco, Costa Rica, Cuba, Ecuador, Guatemala, Mexico, Nicaragua and Dominican Republic. The Barcelo Group boasts of a wide network of more than 653 travel agencies handling sales.
Hotels can be searched and reserved on the Barcelo website. The hotels listed will show details of the price per night, the accomodation type, room packages, and amenities offered. The deluxe and superior rooms come with AC, digital safe, free room service, bathtub, toiletries, good view, among other benefits. Barcelo guarantees best online rates. If 24 hours after your reservation, you find a better offer on another website, you are allowed to reach the customer service to claim the difference amount.
Rooms can be reserved using Visa, MasterCard, American Express and Diner’s Club cards. Once a booking has been made, a confirmation email on same will be sent to the registered email address. Guests can view or manage their booking online without having to call the customer service. Note the charges, cancellation and refund policies before confirming your booking. While some tariffs do have cancellation charges, there are others where a full refund will be offered. The check-out must be before 12:00 (local hotel time).
Register for ‘my Barcelo’ loyalty programme to enjoy discounts, free WiFi, welcome gift, late check-out and a range of other benefits. Also, check out special advantages and packages for companies looking to use Barcelo properties for business or leisure. Corporate firms enjoy discounts and other privileges. For more information or queries on payment, refund, cancellation, or others, reach the Barcelo Hotels customer service.
Our stay at Barcelo Aruba resort was very disappointing. First when we booked this hotel we should have been told that the hotel did not have enough chairs for all of its guests, it a shame because we would have loved to be able to sit by the pool at least one day. The manager said that the hotel is aware of this problem. Standing by the pool or beach several hours a day trying to get a chair is not a vacation. The hotel is rundown and in need of repair. I was here when it was the Americana and it is pretty much the same (old). I saw someone get hurt crossing a wooden bridge that almost collapse because it was rotted. One of our party got injured on the first night when a chair broke in the seafood restaurant. The furniture is in disrepair in the rooms and smelled like mold. In fact the whole room was moldy.
We stayed at the Barcelo Maya Riveria, Mexico from January 31st to Feb 7th, 2023. Upon arriving at the Hotel the staff at the Premium Level had everything ready for us to check in: swim up room available, able to choose our restaurants and any answer to any questions we had. Our room #1789.
Our stay took a 360 turn On Friday, February 3rd when a large group (hundreds) of people descended upon the resort for a 3 nights/4 days Arabic Music Festival. These guests were extremely rude and unapologetically trashing the place with cigarettes, empty cups left in the pool, and hooka ash spilled about the grounds and hallways. This mostly smoke free hotel was the epicenter of a hooka smoking free for all to party. A large music stage was erected to provide very loud Arabic music from Noon to 5:00 pm everyday. Their music could be heard through all your sister resorts during the day.
My husband and I have traveled to many Caribbean Resorts over the years (5 stars) and this was the worst vacation we have ever experienced to date and came home exhausted and completely disappointed with the whole experience. We feel that we should be compensated for a disruptive and unpleasant environment for those 3 nights/4 days.
ARRIVED AT THE Barcelo Caribe today and have been unhappy with the resort since minute one.
First let me say that this is the fourth visit to this property and was a scouting trip for my fiancé and my wedding to happen in May 2022
First the van bringing us pulled up and the driver got out and went around curb side he started chatting and shaking hands with the bell staff and left us locked in the van as it would not open from inside for almost five minutes. We had just dropped off other guests at two other non Barceló properties and both were greeted promptly and with warm towels and a welcome drink. Nothing here when I got out.
Went to front desk he was good and training another it went fine with two minor exceptions. First was he wanted me to sign a document about privacy and when I asked where the policy was that I could read it he shrugged and went on, then was time for the state tax he handed me the machine with a number on it telling me it was around 16.00 I actually paid 22.56 not a real issue just mention it
Then he says your room is ready and gives me two keys we get to the room with the bell man and room door wide open. He went and got maid and she brought two pillows and left.We started to unpack opened a drawer to find two scrunched up tissues that were hard not soft I believe they had semen on them so gross
Then went in bathroom to wash and was attacked by multiple small black bugs, moments later my fiancé said come here and pointed out many on the patio door and in the track
Of course this made us look further and tub has multiple hairs in it and floor is filthy. Called down to Jasmin at front desk and she said let me look into it. I requested a new room and suggested a upgrade as they are putting us out they said every property was full … that is an outright lie it is very slow the bell man even confirmed that. Now it has been an hour waiting here for someone to get back to us with what is happening.
We are here right now at Riviera Maya Adults Only. We originally were supposed to stay at an Allegro property but due to Covid they were closed so between the time we booked and arrived we were moved a total of 7 times including up to the day we arrived at the wrong destination. We were leery about being at a Barcelo property as we are spoiled by our Occidental/Allegro properties and have heard many not good things about how Barcelo views both members (terrible) and guests (awful). If they don’t they sure make it seem that way. Let me tell you about our horrible experience. My 19 yo son came along with us, we were moved from Palace to AO. He had met some friends and was hanging out with them on one of the first nights and was leaning on a table, when he went to stand up and pushed off the table it broke, it may have been in a state of disrepair before he pushed off but it broke and he was there so they had him and his friends write up what happened…….he said he pushed off the table he was leaning on, he was not drunk (verified by staff), he was not malicious or being destructive (staff agreed) but they told him he will have to pay for the table and labor, a total of 9000 pesos (aprx 440+ USD–142.00 for the table and 300ish for the labor). He was scared as he did not intentionally cause the damage. We were informed about it the next day and went to see why they are threatening him with having to pay for it. I was told “someone has to pay for it and that is him”. I said that is bad business practice especially in light of the pandemic and low tourist currently at the hotel. We were told it was being reduced to just the charge for the table, no labor. I asked if I refused to pay for it as it was in the own words an accident, what then and was threatened with being charged for chairs that go with the table in addition to the table, calling the police on me and finally threatening to cancel my following weeks reservation at Xcaret Occidental. The hotel manager told me that whatever is damaged by guests, whether it was on purpose or accidental is charged to the guest down to the coffee makers, lights, beds, etc. We have been members of the vacation club for 5 years, Barcelo hates it’s members or seems to which is strange as we previously had talked up the membership and the resorts. I have posted our experience on several social media sites detailing how we as members/guests were treated right at the beginning of our vacation, the front desk woman I spoke with the rudest, nastiest person telling me to go ahead and post on social media our dissatisfaction. She refused to give us a copy of the report our son was asked to write about what happened and just generally unpleasant, not what one expects of a hotel of this caliber. The customer service even in the Premium Level was horrible, they seemed to be put out if asked to help us with things, wouldn’t make reservations until I forced the issue, just really not what I expected of a property that boasts what this one does. I can tell you that I avoid Barcelo branded properties for this reason. They just plain do not value their guests or they have a strange way of showing it. We were happy to be upgraded and thought this might be a game changer for us and perhaps maybe, just maybe we’d start to be able to talk good about Barcelo properties as we do about Allegro and Occidental properties…….this has not been the case. Perhaps we could be encouraged to change our mind but not being charged for a table that was broken accidentally and as other members and guests say should be covered using our maintenance fees or via insurance thru the hotel and not charged to a guest. If my son was out of control, drunk and misusing the table then I’d agree we should pay for it, but we spent the rest of our week there worried about touching or using anything for fear of being charged for more stuff for Barcelo. In our postings on social media, we discovered that this is common for this particular resort to do this, usually if it’s something in the room that was damaged accidentally they charge the credit card without the guests knowledge, in our case they are requiring us to pay or cancel our reservation that follows this stay leaving us no choice which they know. I have hope that someone from Barcelo will contact me but know that they won’t………it’s frustrating to be a guest/member and treated so crappy by the company that sells the memberships/runs the resorts. Beware before booking at Barcelo properties as we were told by the front desk dude that this is Barcelos policy to charge guests for damage, whether it’s accidental or on purpose, and with or without authorization onto a credit card.
Hello. This is my 6 th time staying at the barcelo maya colonial. Have always liked coming here and last year was there twice. Last year we were told we would be up graded to ocean front room which did not happen. As we came back again this year. Was disappointed with the food at the beach restaurants. Food was cold. Was told I could book reservations at any restaurant and when booking a dinner at the palace initially was told It would cost me money and then later after speaking to a manager and taking 20 minutes of my time, it was given to me. Had to change my room key three times as It did not work. Have to say not impressed with the customer service with the lady at the information desk. Very rude and not polite. In the past have recommended your hotel to many friends. Our fridge in our room was not refreshed with beverages and food. Have to say iam not impressed. Will not consider coming back here. It’s to bad that barcelo does not reward for repeat customers after so many visits and was promised something that was not given . I would Suggest to keep a record of your clientele
Hi . Just went to a wedding at Barcelo. I have to say that he service was less than 3 star in my opinion. Felt like I was serving the hotel and it was not serving us. Go here. Do thins. Do that at “x ” time only. Carry your own drinks. No the front desk is not open. Bell boys leave luggage around. Maids do not clean rooms unless tipped first!!! Wifi free only free a few hours midday and only at an area far from the rooms.
Wedding group of 18 dropped about 50 k and got nothing to show for their money. Venues not open only at certain times. Beach service non existent. Venues within complex charged out extra.
Have stayed at Maya Riviera several times and I can honestly say that this was just plain awful compared to other places. Quite shocking really. Don’t not recommend at all. Manhattan prices alright but without service.
I shared a room with my friend as she paid double occupancy for hers. I paid 450 US for three days of food. I am a senior and eat very little. A bottle of wine cost 100 US and the same bottle at the supermarket is 15 US
My friend is handicapped and she got hurt because the hotel supplied her with the wrong equipment even when she told them and requested what was needed. Later, the hotel helped her access the correct equipment. This was only after she broke their equipment and subsequently fell as a result of one being forced to use equipment that was unsuitable and got knocked out.
Wow is all I can say. They , of course, admitted no culpability. They are giving Mexico a bad name.
I live in the Yucatan one can rent a villa with maid, butler, security and cook for the price you are paying and get immediate service . Wifi total tv total us too . The hairdressers and masseuses and manicurists come to you at one quarter of the price and do it with a smile. Pool service no problem . Scuba lessons at your command. Transport is at your convenience not anyone else’s. Mariachis will play anytime you want them . For 4 k plus per person you get truly wonderful service. Beachfront private dinners and all.
We stayed at Punta Cana palace. Very bed customer service. The room that we booked was not available instead they give us a small room at the Bavaro grand resort. I will not recommend this hotel to anyone. Very bed experience
We recently stayed at Barcelona Malaga, and were so impressed with the mattress toppers, the best beds we have ever slept in, please could you give us information on the make or manufacturer of these mattress toppers as we would love to purchase them in the UK.
Regards
Tina Williams
Stayed at the occidental cala vinas Mallorca 5-13 June 2017. We had a lovely holiday at this hotel. At the airport on way back home we realised that we didn’t have my partners mobile phone. We called the hotel and they said they had found it in the room. They said we could go back and get it but as we were boarding our flight it wasn’t an option. I said I would call them when we arrived back home to see about getting the phone forwarded to us. After a few calls to the hotel and many emails the only way they said we would get it back was if I gave my credit card details in an email to them so they could arrange a courier and charge the cost to myself. As I said I was unwilling to do this I was kept being told that was the only way we would get it back. I offered to send a payment to them to cover the cost of postage but they wouldn’t accept this. My partners mobile phone is important and has information that is needed. We accept that it was her fault it was left behind and as she was becoming desperate to get it back she ended emailing the hotel again saying that she had posted an envelope to the manager with a note asking if she could please have her phone forwarded to her with a self addressed envelope and payment so it could be posted back to her and she would take full responsibility for this being sent back to her this way. After over a week of her doing a email the hotel to ask if they had received this and what would be happening next. They eventually emailed me back saying that the envelope my partner sent to the hotel manager had never been received. This phone belongs to my partner and they are not willing to give it back to her. I am very unsatisfied with this situation and feel that as a well thought of successful company they could as a goodwill gesture get the phone to her. I am also contacting the holiday company that our holiday was booked with to see if they can help. We were hoping to return to this hotel but under the circumstances this will not be happening.
On June 5th I called the Barcelo 1-800 number from Canada. I asked about pricing for a 7 day stay at the Royal Hideaway Playacar. I am a returning customer and myBarcelo member. I was quoted a price at mid-day on June 5th of $1921 USD or $2592 CDN. I was told this was a flexible rate with cancellation permitted up to 7 day prior to arrival. No payment was required until arrival. I conferred in the evening with the two other people we are traveling with (also returning Royal Hideaway customers). We confirmed flights and I called mid-day June 6th to book. I spoke with the agent who quoted me the $2592 less than 24 hours prior. I was then told that the price for the same booking had gone up to $3547 CDN dollars. That is an increase of $955 in less than 24 hours.
I am very disappointed that Barcelo would not honour the price they quoted. We have booked tickets for the 19th to Cancun. We are now both looking at other similar resorts in the Cancun area. I would like a response from Barcelo customer service. This has been a very poor customer service experience.
We are frequents to Mexico and just returned from occidental xcaret. First of all we must say what an incredible experience to be in the jungle and see all the wildlife every day. The grounds were stunning. With that said we were very concerned with the upkeep of the resort. We were in building 14 and we’re next to the members pool. While standing at the bar we heard a noise and felt rumbling and then a very large crash. The top balcony , with the roof top and shingles , crashed into the balcony and onto the ground. If anyone was on that balcony they would of been killed. Then our 18 yr old daughter sat on a bench with friends to eat ice cream and the bench collapsed causing a laceration on her leg. Third day in we go to breakfast buffet and find the ceiling had caved and wires were exposed. There were many tile loose and missing around pool , covers to wire panels around pool were missing and exposed and the edge of the concrete steps near the lobby were missing and often caused people to slip. This was very concerning and I would hate for this not to be addressed and someone actually get hurt.
The resort is gorgeous but needs to be maintained and safety inspections performed.
We are at the palace delux in Mexico. We are here for 16 nights and are on our 6th day. We are sleeping in damp beds every night in a damp room due to the air conditioning not working properly. I am asking every day for it to be fixed but nothing is happening. I have paid 4,567 US dollars to stay here, this is an absolute disgrace and a huge disappointment as my first holiday in three years. I expect some compensation for the disgraceful conditions that we are living in. Damp clothes, awful damp smell in the room, no working air conditioning. The are saying that the whole building is out today due to a problem but we haven’t had any working air con since we got here last Wednesday!!!! Room 8562. Just spoke to reception again to see how long it will be before it is fixed, she said 2 minutes. When I asked for her name, she put the phone down on me. Disgraceful customer service!