Guest User
October 20, 2024
I recently stayed at a Barcelo hotel with my family for our wedding nearby, and my experience was quite mixed. On the positive side, the email communication with the hotel prior to our stay was exceptional. They were very helpful and responsive, which made planning for our large group much easier. David at the reception was a standout—he handled our booking and unique requests with ease and professionalism. His support made a significant difference in our experience. However, my experience took a turn when dealing with another receptionist, Sergio. His demeanour was rude, and when there was a misunderstanding, he made an inappropriate comment, suggesting I would "calm down when you spend the night in jail." This was not only unprofessional but also incredibly upsetting, especially during such a joyful time for our family. I submitted an official complaint about Sergio, but unfortunately, the follow-up was lacking. He continued to give me attitude the next day, and despite my request for an update on my complaint, I never received any acknowledgment or apology. This experience overshadowed the positive aspects of our stay, and it's disappointing that a hotel of this caliber would not prioritize customer comfort and satisfaction. I doubt I will choose to stay at any Barcelo hotel again, especially if they don’t take customer concerns seriously.