The resort itself was nice. However, overall the staff was not very friendly. When we entered our room, there was a towel and water on the floor by the shower, along with a feminine hygiene wrapper on the bathroom counter. It was great to have access to many restaurants and buffets, but the food was very mediocre. The only food I enjoyed was the ribeye at the steak restaurant buffet because it was grilled right in front of me.
Comment from Hotel Management
Sep 29, 2016 by Javier Cordero Gilsanz, General Manager, Hotel Management
We would like to thank you for taking some of your valuable time to send us your comments about your experience with us. As a service-oriented company, we have a strong commitment to achieve our guests’ satisfaction. Kindly, however, allow us to comment on the issue brought to our attention.
We are glad to know that the Barceló Palace concept were to your satisfaction, as well as, We sincerely regret not having met your expectations during your last visit; we can assure you that our intention and top priority is our guests’ satisfaction and all our efforts are focus in provide happiness stay to our valued guests. We are sorry that you have a misperception of our overall service.
We would like to apologize for the situations you may have encountered during your stay. We are very concerned about the situations you reported; especially those the room maintained. We can assure you that we will be giving the matters the proper attention and that the corrective measures will be taken to avoid these situations from reoccurring. In the same way, we are sorry that we were not able to impress you with our services.
We sorry that we were not able to fulfill your expectations in our gastronomic concept, we make menu changes throughout the year and their comments would be passed to our Executive chef to improve on any shortcomings. Please receive our sincere apologies.
We hope receive you once again and show our commitment in our service level.