I am torn as I write this review. On the one hand you have this beautiful resort that has so much potential and on the other I couldn't believe the horrific service we got. The best way I can express my feelings toward this resort is to give you a brief story of my experience.
After reading so many positive reviews here I really looked forward to my vacation. It all began when I booked my reservations. I had booked 3 months prior at the Barceló Maya Palace Deluxe hotel. For those of you who are not familiar with the resort, it's the newest facility they have.
I am the type of person that doesn't like surprises so when I go on vacation about a month before my arrival and every other week I would call to make sure nothing has changed with my reservations, meaning the room I reserved is the same, what I asked for in the room is still noted and can be delivered and so forth. Every time I called they reassured me all was good.
On the day of our arrival, we were greeted with the news that the hotel is over booked and that they needed to relocate us to another hotel within the resort. So after some disappointment I was offered some incentives to make up for the last minute change. They claimed they changed us to the same accommodations with dual Queen size beds and a crib as requested. Also, If you read some of the other comments, most recommend you book the restaurants at the same time as you check-in, so I did as recommended.
When we got to our room there was only one queen size bed. So I called our check-in desk to let them know the room did not have the beds as mentioned but we were re-assured that we would be taken care in no time.
That same evening, we had dinner reservations that we booked upon arrival. When we showed up at the restaurant they never received the reservations from the concierge desk. So I went back to our concierge desk and they kept me there for another 30 minutes while they advised the restaurant of our confirmations. This was a running joke all week long.
After dinner we went back to our room and the beds were still not delivered. So I called again the concierge desk and they again promised me the beds would be delivered, at this point it was about 8:30pm. At 9 pm I called housekeeping to get a status and they told me they had no request to deliver additional beds to our room. I was furious; I called the front desk again and asked if anymore there was competent enough to follow through on what they promise. They again reassured me the beds would be delivered. So to put this in perspective, we are a family of 5; I have 2 young children and a baby. At this point they had traveled all day and began to sleep in our one and only bed. I was just getting more and more frustrated at how everyone just says what you want to hear but does absolutely nothing. Finally at 10pm I called the front desk demanding to speak with the hotel manager and after a few words between us he finally sent a maid to deliver the beds at 11pm.
The next day, I went back to the Palace front desk to vent my frustration about the night before and to re-confirm we had reservations at the restaurant we booked for that night. The girl excuses herself and leaves me to go and speak with her manager and she leaves me there waiting for 45 minutes, she then returns with her manager and they both reconfirm my reservations and reassure me that I would not be disappointed.
Well that evening just before we left, I decided to call the restaurant to confirm our reservations and to my surprise they were not expecting us. So I called the desk again, the girl there says to me come by and we will give you a letter to confirm your reservations, so I passed by again and 30 minutes later she gives me a letter. This happened every night for a week.
Just a warning before you decide to book your reservations at Barceló. When I was waiting for the girl to confirm my reservations, I got to speak with another girl at the concierge desk and she confided in me that the hotel has been fully booked since December 2010 and that the reservations dept. always over books the rooms and that they are constantly scrambling to find other accommodations for their guests when they arrive, she also said they are 40% less in staff than a year ago and I can tell you it shows.
The reason Barceló gets away with this, they do not charge you for the room upfront. So even though you booked your room well in advance and you think you are getting what you reserved… think again, since they do not charge for the room when you book, they can shuffle you around as they wish. To add insult to this whole trip, Barceló will ask you to sign a letter that in order to get the incentives they offer you must not complain to anyone at the resort during your stay. BTW their incentive was a 30 minute massage for my wife and I.
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- Also Known As:
- Barcelo Maya Palace Deluxe Hotel Puerto Aventuras
- Barcelo Puerto Aventuras
- Barcelo Hotel Puerto Aventuras
- Barcelo Maya Palace Riviera Maya, Mexico - Puerto Aventuras