Went in with as much as an open mind as possible after reading multiple bad reviews. Upon arrival to hotel, we were told to leave baggage at front, go check-in, go back to the front to get baggage only to go back in through the same area where we checked in. As soon as we walked into the room, we noticed the room wasn't completely cleaned as we opened the closet & came across clothing from a previous guest. We had requested to have a crib in the room which we didn't before placing a few calls & after several hours later. Once the crib was brought to the room it was extremely dirty (it appeared to have mouse droppings on the bottom wood). There were a couple of days where housekeeping didn't make it to the room to clean & times where the mini bar wasn't replenished, on one occasion it took over 12 hours (3AM) to finally get a bottle of water in the room. The overall appearance of the resort is run down. The beach was nice but the only shade was by the palm tree area which if you're not careful you can trip over the roots. The food was the same pretty much every day & pretty blah. The staff, we found to be very rude & it definitely wasn't the language barrier as we speak the language. The resort seems to post a comment after almost every negative review & claims to be improving the conditions of the resort yet when we were there we saw no one trying to make any changes to either the services
(even after complaining) or appearance of the place. Definitely wouldn't go back!
Comment from Hotel Management
May 29, 2015 by Marcos Castillo, Hotel Management
On behalf of the whole Barceló Team, we want to apologize for any instance of inconvenience you may have experienced during your stay with us. Please rest assured that your experiences are certainly not the norm of our service levels or standards, as we at Barceló pride ourselves on providing a quality vacation experience for all our valued guests.
Regarding all those issues that you highlighted in your review, please be informed that we are very concerned about all of them, as we always provided excellent service to all our customers, and our staff is training very well basing in costumers service and high standards. Our rooms are very well equipped, very clean and in good condition. Therefore, we had a meeting with all our managers where all the raised points were discussed in detail with them to assured that these issues never happen again.
Even though we know food preferences are personal matter, we always do try to cater to every taste. At our buffet restaurant we offer seven different theme nights during the week, in addition to our buffet choices we feature two a la minute or carving stations and a pasta stations for lunch and dinner daily. Our six a la carte restaurants offer numerous additional main course choices. Anyway we attended these issues with our F&B Manager, as we found your concerns very important and had to be attended immediately.
We look forward to welcoming you on a future occasion, in this way show our commitment for service and customer satisfaction, and quality assurance stamp of our Barceló Hotels & Resorts family.
We reiterate our sincere apologize for any discomfort that his matter may have caused you.
Manager Barceló Punta Cana