Barcelo Hotels & Resorts Reviews 

Muito abaixo de um hotel que se apresenta como 5 estrelas

Estadia no Barceló Marine Boa Vista

Localização: 4/5 – Boa
Qualidade: 4/5 – Boa
Pessoal: 3/5 – Simpático, mas com dificuldade de comunicação
Profissionalismo: 1/5 – Falta evidente de formação

Apesar de alguns aspetos positivos, o nível de profissionalismo está muito aquém do esperado para um hotel que se apresenta como sendo de 5 estrelas. A sensação é que não existe qualquer diferença na formação dos funcionários face a unidades muito mais simples em Sal Rei, o que considero difícil de compreender.

- Simpatia não substitui qualidade de serviço
- Sorrisos não chegam para um hotel de 5 estrelas
- Boa vontade não compensa falta de profissionalismo

Durante 7 noites de estadia, ocorreram várias situações inaceitáveis:

– 1º dia: o quarto não foi arrumado (situação reclamada)
– 2º dia: quarto arrumado com a cama mal feita
– 3º dia: quarto arrumado com almofadas deixadas desorganizadas
– 4º dia: desaparecimento de um fio de pescoço que estava na mesa de cabeceira

Relativamente ao desaparecimento do objeto, a situação foi reportada de imediato na receção durante a manhã. Solicitei falar com a governanta por volta das 14h, mas foi transmitido que estava a almoçar e que daria resposta mais tarde — o que nunca aconteceu.

No dia seguinte, perante a ausência de qualquer resposta, pedi para falar com o responsável do hotel, a quem expus toda a situação.

Para além da gravidade do desaparecimento de um objeto pessoal, preocupa ainda mais a falta de resposta, acompanhamento e responsabilização por parte da equipa.

Uma experiência claramente abaixo do esperado, que não corresponde ao nível de serviço anunciado.

Quite disappointed with the first experience here at Barcelo Emperatriz Madrid (checked in on April 25th for 8 nights). Mattress quality average, TV not compatible with Netflix, and to top it all, not helpful staff regarding ensuring there is consistent supply of bottled water in the room each day. Not the quality one would expect from Barcelo.

HÔTEL BARCELO ROYAL LEVEL TENERIFE, décevant pour un 5 étoiles :
1. Accueil : arrivés vers 10H30, nous nous rendons à la réception repérée « Royal Level Reception » ; une dame est occupée sur un ordinateur, elle nous dit que la réception Royal Level n’est ouverte qu’à 11H00 et que nous devons aller à la Réception « normale »
Arrivé à la réception normale on nous met un bracelet Royal Level et on nous donne un plan du site en nous disant installez-vous au bar à côté de la réception, on vous appellera lorsque votre chambre sera prête.
A 12H00, on se balade dans le site et on découvre un endroit (Snack Breeze) qui ouvre plus tôt que les restaurants, on s’installe et commandons des plats avec une carte ayant des prix. Au moment de payer le garçon nous dit qu’avec notre bracelet nous ne devons rien payer.
2. Après le repas, retour à la réception « normale » nous demandons où en est notre chambre et on nous dit : pas avant 15H00, peut-être plus tard…
3. Vers 15H00 n’ayant pas eu d’appel sur notre smartphone, nous décidons d’aller à la réception Royal Level et nous plaignons……la personne se renseigne, il y a un conciliabule avec une autre personne et on nous signale que nous aurons notre chambre vers 15H30.
4. Arrivés dans notre chambre qui parait superbe, on découvre la vue sur mer par la terrasse mais un bruit attire notre attention, nous sommes à côté des conteneurs poubelles.
5. Comme il fait venteux, un bruit répétitif attire notre attention, c’est tout le vitrage de la partie fixe de l’accès à la terrasse qui vibre. Après l’avoir bloqué en plaçant des cartons entre la vitre et le châssis, ce bruit disparait.
6. Nous remarquons également qu’il y a deux lits séparés, nous faisons donc rassembler ces deux lits en un. Le coup d’œil est médiocre mais nous avons un grand lit. (Ce lit sera refait les jours suivants de façon très primitive au grand dam de Claudine) Un des deux lits fait un bruit dès que l’on bouge un pied….la literie est moyenne.
7. Le soir vers 23H00 on entend (Guy) mettre les bouteilles vides dans les conteneurs et le matin vers 05H00 le « beep-beep » des camions qui reculent pour venir enlever les conteneurs ou livrer.

8. Au fil des jours, nous remarquons l’état déplorable de la robinetterie, des panneaux autour des éviers, des remplacements d’accessoires très mal rebouchés (douche, prises évier) joints de douche manquants. Il n’y a pas de distributeur de savon au bidet, nous avons dû utiliser un de nos savons.
9. Le nettoyage n’a plus été fait depuis pas mal de temps derrière la tenture côté lit (fenêtre fixe) il s’y trouve sable, poussière et des restes de coquilles de pistaches.
10. Un joint de la porte fenêtre est déchiré et traine au sol.
11. Le chant de la porte d’accès à la chambre est abimé à plusieurs endroits et la porte ne ferme plus toute seule malgré un ferme porte.
12. Pas de plage contrairement à la photo du site qui doit être une photo du promoteur.

Do not book a Barcelo Hotel. They offer 100% return policies but good luck getting your money back. I canceled a reservation two months out and paid extra for a Full Refund. The hotel acknowledged the cancellation after many calls and emails but no refund has come through after a week.

We recently returned from the Playa Blanca hotel. There are serious improvements to be made here. We had issues with bug infestation's, lights waking us in the middle of the night, no beds made up but the biggest issue here is the complete lack of customer service. They’re simply not interested in helping you, correcting their issues or having any regard for you as a customer. It’s not worth your hard earned money.

Hotels are nice but don’t agree for emails as they send them constantly in Spanish so I can’t unsubscribe 😬

Nous avons séjourné dans cet hôtel 4 étoiles avec des attentes légitimes qui ont été malheureusement largement déçues.
Durant notre séjour, de l’argent a disparu de notre chambre (jusque dans le portefeuille de mon compagnon). Nous avons signalé les faits à la réception et à la manager J.. Selon leurs propres informations, aucune entrée non autorisée n’a été enregistrée avec une carte magnétique et par une caméra positionnée vers notre terrasse. En l’absence d’effraction et d’accès extérieur signalé, la situation soulève donc de sérieuses questions ! Aucun réelle prise ne considération, aucune excuse. Cela est particulièrement choquant pour un établissement de ce standing.
Comme si cela ne suffisait pas, nous avons trouvé des cailloux dans une salade du restaurant de l’hôtel.
Pour un hôtel classé 4 étoiles, on s’attend à un minimum de professionnalisme, de sécurité et de respect envers le client : ce ne fut malheureusement pas le cas.
Nous repartons avec un sentiment d’injustice et une profonde déception.

I will start by saying that Barcelo Tenerife is definitely not a 5 star hotel, from
the very start very start , meet with a patronising tone, very unfriendly and unprofessional, gave us a 2 single beds room when clearly asked for a double bed, they did send someone down and put our beds together, very dirty , old tiles , air conditioning making a very bad noise, shower not working properly, went to reception to say I am not happy , been told that the manager will contact me, location wise, middle of nowhere and surrounded by construction site, the nearby beach of no use as full of rocks and cliffs,
Not a huge selection on food, same food unfortunately everyday, couldn’t get a proper coffee no where in the place, drinks served as in a 3 star hotel. An overall bad experience , expected from such an expensive hotel, definitely would never go back, please look
Into it before you book,you will definitely be disappointed, way to expensive for the service and old outdated hotel.

SÄMSTA HOTEL MIN DOTTER O HENNES MAN DOM ÄR PÅ SMEK MÅNAD DÄR DOM HAR FASNAT DÄR PÅ GRUND AV KRIGET NU, DOM FÅR INTE VA PÅ HOTELLET SÄGER MUSTAFA HAN SOM ANSVARIG SKÄMS PÅ ER O DOM HAR INGA PENGAR KVAR😡

Barcelo Aruba (Feb 8–13)
I’ve stayed at many all‑inclusive resorts, and unfortunately Barcelo Aruba was the worst experience I’ve had.
Check‑in was a mess from the start. We were told we had two connecting rooms. When we went upstairs, someone was already in the second room. After going back to the desk, we were suddenly told we only had one room and that the front desk “made a mistake.” Four people in one room was not what we booked or paid for.
The room itself was disappointing.
- No towels in the bathroom
- Outdated outlets nowhere near the bed
- No USB ports
- Shampoo/body wash dispensers barely worked and there was no conditioner
For a resort that markets itself as 5‑star, the basics weren’t even there.
Service was inconsistent at best.
There was no welcome drink, no offer to help with bags, and the lobby bar staff and greeters were not friendly. At the buffet, the food selection was good and most staff were pleasant, but there were multiple mornings where no one offered water or coffee and we had to get it ourselves.
The pool situation was the biggest frustration.
Finding a chair was nearly impossible. Guests put towels out the night before, and even at 5:15 AM every chair was already “claimed.” There were entire sections of the pool with no chairs at all. On two days we waited for people to leave just to sit down, and on the others we had to pay $40 per chair per day — at an all‑inclusive resort. It defeats the purpose.
Dining reservations were another issue.
We arrived on Sunday and the only dinner times left were 9 PM or later. The seafood and Asian restaurants were good, but we ended up eating off‑property the other nights because options were so limited.
The gift shop experience was the final straw.
My daughter bought sunscreen that turned out to be defective. Even with the price sticker still on it and a bank statement showing the purchase, the employee refused to exchange it without a paper receipt. Only after my daughter showed her that the sunscreen was leaking across the store did she finally agree.
Overall, we made the best of our trip, but this resort is nowhere near 5‑star quality. Between the reservation issues, lack of service, outdated rooms, pool chaos, and unhelpful staff, I won’t be returning and cannot recommend Barcelo Aruba.

Occidental Roca Negra on Gran Canaria.
We chose this hotel because we have stayed in Barcelo hotels in the Canaries on several occasions and found them to be perfectly acceptable. The Occidental range is lower than the Barcelo level, but we wanted a quiet(er) area and the adults only appealed to us.
We chose a double room with terrace and pool view which also happened to offer a sea view. Terrace is large with seating for 4 plus 2 sunloungers. While it is close to the pool bar, we don’t find it noisy at all.
The room is spacious but very sparsely furnished. No drawer space, just a wardrobe, but we are managing. The bed is very comfortable. TV has UK channels. The bathroom is perfectly adequate but there is a lot of mould in the shower cubicle. Everything is cleaned daily, sheets and towels on request.
Pool area is clean and there are plenty of sunloungers. Food at the pool bar is excellent. It’s varied and the staff there are friendly and cheerful.

The buffet; this is where the hotel lets itself down. Breakfast food tends to be good. Lots of choice and reasonably good coffee. Generally there is a shortage of cups and dessert spoons. Staff are slow to refill everything, which we find very irritating, and this morning there were some basic things which they didn’t have at all. (Natural yoghurt for example)

This also applies to the evening buffet. Food quality is poor. It seems to be a mishmash of casserole type dishes with no thought to what might be put with what to make a nice plate of food. While there are plenty of vegetables, there have been no vegetarian dishes. When we mentioned this, the staff were quick to ensure there was a spinach cannelloni for that evening. There is always fish plus two meat options cooked to order on the plancha.
Our first evening here was chaos. We are a party of four, but there were no tables set up for 4. In fact there were no free tables at all because so many tables were reserved for the tour groups. We tried to sort this with the restaurant staff but their English is very limited.
We mentioned the seating issue to reception staff and they appear to have rectified this as we do now find a table for 4.

This hotel has potential, but needs someone to care about it, to ensure it is adequately staffed and oversee the buffet organisation/food.

We are actually having a great holiday despite the poor buffet experience. Lots to enjoy on this island and we have a car so we can get out and about.

Tenía una reserva para el 9 de enero en el Hotel Barceló Marbella. Al llegar, el hotel estaba CERRADO. Ni la operadora ni Barceló nos avisaron por email ni por teléfono. Nos dejaron tirados por la noche.

Llamamos al Grupo Barceló y se desentendieron totalmente, diciendo que era cosa del operador. Cero ayuda. Tuvimos que buscar otro hotel de urgencia y pagar de nuevo.

Cuando se reclama el dinero a la operadora nos dice que Barceló no lo quiere devolver, se les pide prueba por escrito a ambos de estos emails que dicen que enviaron de cambio de hotel, silencio absoluto…

En resumen no recibí ningún aviso y no han demostrado en ningún momento que enviaran nada.

Muy mala gestión, falta absoluta de responsabilidad y trato al cliente lamentable. Pésima imagen para una cadena como Barceló.

The Dukes the Palm Dubia
This is no longer owned by Barcelo it has been sold to Minor but kept the name.
It has become the dirtiest hotel on the Palm in my opinion. It is still advertising it's self as 5 star but the state of room 614 would not make 3.
It has lost its identity and the ability to put the guest 1st and will not listen to any complaints. Do not waste your hard earned money.

Do NOT honour their advertised "best price guarantee" & their own prices are considerably higher! Disingenuous and unethical coupled with slow communication.

I had booked and paid for a junior suite back in September for Barcelo Raval in Barcelona. We should arrive January 2nd 2026, but at the same day at arrival I got an email that we couldn't get our room, since it was occupied by another guest. I was quite upset, had invited my husband, and I have stayed there several times. After a lot of discussions we got another cheaper room, and I should get a refund. Now 10 days later I haven't received my money and have emailed a number of times. A lot of excuses come up - but this is NOT ok.
Please watch out, and take care, because even though the room is paid for well in advance, you can't be sure to get it :-(

If you’re considering booking through Barceló Hotel Group, do yourself a favor and don’t.
My experience with their customer service has been nothing short of infuriating.

I made a reservation directly through the company, assuming that would give me some level of support if anything needed to be changed. I was wrong. Every time I contacted them to modify the reservation, they told me to “contact the resort directly” — after providing me with their own official modification form to fill out. I completed the form exactly as instructed, only to be told again to contact the resort.

When I later attempted to cancel the reservation, the exact same thing happened. They required me to fill out their cancellation form, and once it was submitted, they simply repeated the same useless line: “Contact the resort.”

At this point, I’m not sure why these forms even exist. They serve no purpose other than wasting customers’ time and giving the illusion of support. Barceló’s customer service is completely unhelpful, unresponsive, and unwilling to take responsibility for the reservations they themselves process.

Bottom line: This company provides zero actual support. If anything goes wrong with your reservation, you’re on your own. I will never book through Barceló again, and I strongly recommend others avoid the headache.

Voi in Spagna siete i numeri 1 ! per accoglienza qualità e struttura specialmente alle canarie!! Ma avete un sito ridicolo !! non funziona ogni volta devo riproporre il numero di componenti della famiglia ....come sempre invece di prenotare con voi devo sempre passare da booking ....magari e' il vostro volere basta dirlo!

Ojalá y vean esto muchos antes de que lo quieran , quitar, tuve un accidente dentro de sus intenciones y fue negligencia suya, las tuberías rotas y al contacto con vitro puso , sufrí una terrible caída, el 31 de Dic fui haber que pasaba y nada, solo evasivas , nunca hay un responsable (gerente), en verdad no les recomiendo ese servicio , caro , descuidado, falta de atención, con esos precios , podrían ir a otro hotel que si los valore y les de lo que merecen por su pago, pero aquí este hotel debía poner que es de -5 estrellas, ojo CUIDADO SI VAN, SE LES HACE VER, no quisiera que pasen un trago bastante amargo, ojo, no fui a desayunar, me hospede ahí.

We stayed for three nights at Barceló Teguise Beach on an all-inclusive basis. While the hotel is modern and the room itself was comfortable, the overall experience fell well short of expectations for a hotel in this price range.

There were some positives. The spa is very good, although it comes at an additional charge. We were also allowed to continue using the all-inclusive facilities for drinks after check-out, which was appreciated.

However, the final night seriously undermined the stay. There was no prior notice before or during our stay that a staff Christmas party would be taking place on the final Friday before Christmas. One of only two bars closed early for this event, and the remaining bar closed earlier than the advertised 00:30 closing time. This significantly reduced the all-inclusive offering without warning.
Staff-related noise from the party continued outside guest rooms past 01:30. We reported this to reception at the time and were told it was due to the staff event, but the disturbance was not resolved and disrupted sleep on our final night.

What made this particularly frustrating was the clear sense of priorities. While staff were being catered for, with canapés and macarons being rolled through reception for the event, the guest buffet offering felt poor by comparison. In our experience, the buffet quality did not match the high standard described in many other reviews — items frequently ran out, and overall quality and consistency were disappointing.

The B Lounge bar was also extremely crowded every evening, making it difficult to use comfortably. On the Thursday night, live music in this area was excessively loud for an indoor space, limiting where guests could relax.

We approached the manager for a partial refund of the last night given the all inclusive was taken away and the absolutely awful disruption to our sleep by a STAFF PARTY, however we were refused with no explanation. Disappointed.

Overall, this stay left us feeling that staff operations and events were prioritised over the guest experience. Given the cost and the all-inclusive branding, this was not acceptable, and we would not choose to stay at a Barceló property again.