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Based on my experience, I believe several critical areas need immediate attention and improvement: First and foremost, as a Barceló Unique Member, I expect a higher level of recognition, service, and care. I’ve stayed at Barceló hotels more than 12 times worldwide, including multiple times at the Occidental Caribe, and this was by far the worst experience I’ve had. Upon arrival, I was greeted by a massive line at check-in. There were no seats available for my wife and son, and no welcome drinks were offered despite the heat. My wife had to leave the line to get drinks from the bar, which should never happen at a hotel of this caliber. After standing in line for 2.5 hours, I finally received my room key. This is unacceptable for any guest, but particularly for a loyal, high-status member who had made a special request for our anniversary celebration, which was ignored entirely. I requested a room upgrade, as I usually receive at other Barceló locations, but was curtly told no, without explanation. When I mentioned my Unique Member status, the front desk staff responded, “What’s that?” I was in disbelief that they were unfamiliar with their own loyalty program. To make matters worse, I was given one of the furthest rooms (7412) on the 4th floor of the 7th building, despite knowing from previous stays that better rooms were available closer to the main area. Additionally, there were no welcome drinks in the room, something that other Barceló hotels, including the Occidental Caribe, usually provide to loyalty members. The poor service extended to the following day when my son forgot his room key card in the car. I approached the front desk, and an employee named Emeli Fortunato treated me rudely in front of my family. When I requested a new key, she refused unless I paid $23, claiming it was my responsibility. She became argumentative, insisting that I was told this at check-in, which was untrue. I had to tell her to stop arguing and asked to speak to her supervisor. She initially refused, saying she didn’t have one, which I knew was a lie. After much persistence, Juan Vazquez intervened to resolve the situation. The next morning, I met with Manager Alberto to explain the situation. This experience left me feeling unwelcome, and I regret spending my money on this stay. I have always been a loyal Barceló guest, but this was the first time I have ever felt compelled to leave a negative review. That said, I would like to acknowledge and thank CSR Martires, an excellent employee at Barceló. Unfortunately, he was on vacation during our stay, but he returned on our last day and made us feel welcome. When we explained how poorly we had been treated, he apologized and showed the same excellent customer service we’ve received from him in the past. It’s too bad he wasn’t there on the day of check-in, but kudos to Martires for exemplifying the kind of service I’ve come to expect from Barceló. In summary, I urge the hotel to improve staff training, parti

Will come back again some day! Loved it!

Literally best location in Punta Cana! Beautiful renovated villas surrounded with tropical flowers and palms with private beach area. Hidden gem! The service was good. The food is good for this area. There are two supermarkets in walking distance and the villa has nice kitchen, so you can cook.

My family and I (myself, husband and 5yr old son) stayed at Princess Family Club from June 15-21. When we arrived Nes at the front desk was so kind and welcoming. He handed me a glass of champagne and quickly got us checked in. Much appreciated after a long day of traveling. He did let us know right away that the elevator was out of order, but that they were working on getting it fixed. Pedro, helped us with our bags and let us know that there was a second elevator but it was waaay in the back. It too was out of order when we checked in but it did work the reminder of our stay. We also saw the elevator maintenance company on site everyday so they were trying to address the issue. It did get fixed on our last night so better late than never. The children’s water park with accompanying buffet and bar were amazing to have access too. Breakfast, lunch, snacks, coffee, beer, cocktails on hand until 4pm was a life saver. My personal favorites were the chicken pastelitos. I always made sure to grab as many as I could when they were on offer. I didn’t get the name of woman who was behind the buffet but she was so kind and greeted us everyday with a beautiful smile. Nikole was our favorite waitress! Also, so kind and attentive. At the kids club my little one was not a fan, but that was mostly because he didn’t connect with the other kids (language barrier). He much preferred being in the pool. Thank the good lord for Nancy!!! She was so amazing all week. Everyday when she saw us she made sure to check on us and always made sure our son was good (and me lol). Food: I was pleasantly surprised with the quality. The food is the family club buffet was very tasty and seasoned well. My favorite meal was at El Pescador. The food was cooked to perfection!! My least favorite meals were at El Guacho and Il Tartufo. At El Guacho the empanadas were just okay. I could tell they weren’t freshly made like the pastelitos I had at Mordisco. At Il Tartufo, the gnocchi in pesto was WAY overcooked and the barnzino with mashed potatoes was very salty. The selections at the main buffet, La Hispañola were also tasty and there were many options for everyone in the family. The Ice Cream truck near the main lobby is so cute and the perfect ending to dinner. We had ice cream every night! In the event that you want something off the menu that’s “special” like the ribeye, it will take 45-50 mins because they do not keep it in that particular restaurant. They have to get it from the central kitchen and it can take time to order, receive and cook it. Definitely not mentioned on the menu. If you really want it, my husband recommends calling way ahead. The WiFi is not that strong and that could definitely use some improvement. The signal is great in the lobbies and restaurants but not great in our room. Seeing as how you need the app to make reservations for dinner having strong WiFi in the rooms would be helpful. Stay far far away from anyone in an orange shirt!!!! They are t

It has been a pleasant stay. The customer service provided by the hotel has been satisfactory in general. The all-inclusive offer could be improved from my point of view. And for that price it could have included the transfer. Improvable facilities, especially the gym, which is not suitable for this hotel, is very small and inaccessible, it seems like a maze to enter. And the spa is also very poor and not even included in the offer of the all-inclusive package with a superior room. When in Spain 90% is included both services, transfer and spa. Great hotel, great chain, but my face of satisfaction for some other things remains indifferent for that reason... The variety in the food buffet was not too much either... it is compensated by the customer service and the environment of virgin beaches. Then a detail is the overweight in terms of street vendors outside and inside the enclosure...even with the massages...