This is the most expensive property out of the 5 that Barcelo operates in the area (one next to the other). As soon as you get to the hotel, if you arrive near noon time be prepared to wait one hour or so to do the check-in. Not enough personal to take care of the # of people in high season (I came back from Mexico this past Thursday, July 17th 2014.
After waiting all this time, we were lucky (as per the lady that managed our check in process said) and our rooms were ready (we have two Junior Suites). Let me define lucky: check-in time is 3 PM, we arrived around 2:30 PM, we got to the check-in counter around 3 PM.....
After 15 minutes of the lady going over the rules, etc etc we start walking to our rooms. Not an issue for us, but our Suites were located too far from the beach or swimming pool.
The room are "ok", BUT one of the rooms the A/C was not working properly (we had two rooms, #8402 and #8403 - I am including the numbers to be sure that the hotel knows who I am in case they want to contact me). We thought that may be was a matter of time for the AC to reach a comfortable temperature, due to that I did not call right away, we left the rooms and went to the pool and beach area. First disappointing: this hotel has more than 500 rooms, but the beach has places with some shade for 20 or 30 people top. If you add some spots with shade near the pool, probably another 100 people. Meaning...... they are short in 1000 (yes, one thousand) spots with shade. Remember..... it is July, shade is a "must to" to be able to enjoy the beach. Anyway, our way to solve this was for one of us to wake up really early and try to get spots in the shade every day. We were thirsty..... and we thought "what best than a Margarita?". My gosh..... the worst Margarita ever ! we tried several drinks, the quality of the alcohol that they use is bad (remember, this is a 4 stars hotel, as they call, "premium facility"). After a couple of days we found the "formula" to solve this: give 10 USD to the bartender, they have bottles of Tequila and others hidden to be used with people that give them money. Of course, everybody knows, we did not (our prior experience in the area was in a "real" premium note). We tried to get food...... they have two buffets, the WORST buffet that I tried ever. We went back to the room, tried to find a spot in another hotel but it was impossible to get two rooms in one of the real good ones that I visited before. The A/C of the room 8402 was still not lowering the temperature enough. It was late at night, I called Guest Services first thing in the morning. Waited around 30 minutes, and a guy from Maintenance came to my room. I stayed there (at the room) to look what the guy did. Remember, two rooms, one next to the other, exactly the same size, the A/C in the room 8402 did not work, the one at the room 8403 works. I set the A/C to 20.5 C, never went lower than 23.8 C. The maintenance guy tried several things, after one hour he left the room and told me to take a look in an hour. No changes, the A/C was still not working properly. I called them 3 MORE TIMES, every time that I called they said that will take care right away ! after 6 days at this room, we left the hotel without the A/C working properly. Guest Services is a joke. Another important thing for me is how good they clean the room. Well...... at the time of arrival we found some small pieces of glass in the floor of the bathroom (and we were traveling with a 7 years old kid, my son). I took pictures of the small pieces. At this time I was wondering what kind of hotel I was staying with my family........ due to that, I did NOT call to clean the floor. Sort of test..... next day, after the maid made the room, the glass stayed there. Next day, same thing...... in fact we left the room after 6 days and the floor of the bathroom was NEVER cleaned. The pieces of glass were located near the toilet. Horrible. In addition to the glass, we killed a bug in the floor, and the bug (well, what left of the bug) was there the day that we left the facility. I can go on and on with more things...... bottom line: employees are trying their best, but this hotel is badly understaffed, and management is very bad. After this experience, I am not going to stay in another Barcelo ever.
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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