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Bookings at Barcelo.com
My Barceló Programme
FAQs
If you were working your way through the booking process but had problems logging into your my Barceló account, here's how to continue.
To complete the booking with your my Barceló member benefits, please call our Customer Service. You can find the telephone number for your country at the bottom of this page.
If you would like to know more about Barceló Hotel Group, please visit Barceló Group.
Barceló Hotel Group has a Customer Service, which is committed to providing our guests an excellent service. You can get in touch by telephone, live chat or via our contact forms.
View our telephone numbers by country here.
- By phone. View the list of telephone numbers by country.
- By email. By filling out one of the forms on the 'contact forms' tab on this page.
Barceló Hotel Group
José Rover Motta, 27
07006 | Palma de Mallorca
Balearic Islands | Spain
Tel. +34 971 771 700
Fill out the contact form on the 'contact form' tab in the top part of this page. Choose the option, 'I would like to make a complaint about a current or past stay', and send us your comments.
We'll get back to you as soon as possible.
Frequently asked questions about hotels and facilities
Welcome to Barceló Hotel Group. You'll find 120 hotels in 20 different countries to choose from. Find the best hotel for your next holiday or business trip.
Discover our range of luxury hotels here.
With the Barceló All-Inclusive programme, we'll take care of everything so that your only job is to relax and enjoy every moment of your holiday. Breakfast, lunch, dinner and snacks are all included in the price. Enjoy cocktails and soft drinks from the open bar, sports, activities and entertainment at no extra cost, plus much more.
You'll find more information about the list of services included in the programme on the individual page for each hotel.
Our Premium Level scheme is an exclusive concept of services and facilities offered at Barceló Hotel Group hotels that provides guests superior and exclusive service.
• 24-hour personalised service
• Rooms with the best views
• Exclusive spa discounts
• Concierge service
• Personalised check-in and check-out
• Access to the Premium Level Lounge
• Plus a host of other services designed to make you feel extra special
Royal Level hotels are designed to offer the most exclusive benefits; a select club where you can enjoy luxurious facilities and first-rate service.
• Private area with exclusive facilities: restaurants, swimming pools and a beach club
• Private reception for checking in and checking out
• Concierge service
• Exclusive amenities
• Personalised service
• Access to the best rooms in the hotel
Barceló Hotel Group has a spectacular complex planted on the seafront at Bávaro Beach, Punta Cana, called Barceló Bávaro Grand Resort. It includes two magnificent all-inclusive hotels:
- Barceló Bávaro Palace
- Barceló Bávaro Beach – Adults Only
I would like to make a reservation at an à la carte restaurant
You'll need to book in advance to enjoy our à la carte restaurants at Barceló Bávaro Grand Resort. The restaurant opening times are subject to availability, and we'll let you know which speciality restaurant(s) you can enjoy during your stay. For gentlemen: long trousers, sleeved shirt and shoes or sandals (not rubber). Beach clothes and shoes are not permitted. Applies to all à la carte restaurants with the exception of Hoyo19, Santa Fe and Coral. And semi-formal dress code for men, formal shorts or dress shorts, sleeved shirt and sandals (not rubber). Beach clothes and shoes are not permitted. Applies to à la carte dinners at Hoyo19, SantAfe and Coral.
What is the Pirate Island** experience?
It's a unique opportunity for your child to feel like a real pirate in an authentic aquatic adventure in a swimming pool with waves and slides. You'll find it at the Barceló Bávaro Palace hotel.
*Additional dinners available at an extra cost.
**Service carries an extra cost, please check the conditions of use.
Barceló Hotel Group has a magnificent complex in Riviera Maya, Barceló Maya Grand Resort, which includes these seven magnificent all-inclusive hotels:
- Barceló Maya Palace
Premium Level at Barceló Maya Palace
- Barceló Maya Riviera - Adults only
- Barceló Maya Beach
- Barceló Maya Tropical
- Barceló Maya Colonial
- Barceló Maya Caribe
I would like to book a table at an à la carte restaurant
You'll need to book in advance to enjoy the range of à la carte restaurants at Bárcelo Maya Grand Resort. Restaurant opening times are subject to availability, and we'll let you which speciality restaurant(s) you can enjoy when you arrive at the hotel. Additional dinners are available at an additional charge.
The dress code only applies to men. Shorts, beach clothes and sandals (rubber material) and tank tops are not permitted.
What is the Pirate Island experience*?
It's a fun opportunity for your child to feel like a real pirate in an authentic aquatic adventure in a swimming pool with waves and slides.
**Service carries an additional cost, please see the conditions of use.
In terms of food, on the day you arrive you'll get a lunch and dinner. On the days in between, breakfast, lunch and dinner. The departure day only includes breakfast. Delicious snacks, such as nachos, burgers, crisps, sandwiches, fruit, etc., will also be available to you throughout the day.
You can book a table at one of our à la carte restaurants every other night of your stay, be it El Rancho, which specialises in meat and seafood, or the Japanese restaurant Miyako. From 10 am you can enjoy cocktails made with traditional Mexican liqueurs, draught beer, natural juices, soft drinks and house wine.
As for the leisure options, depending on the occupancy and the season, the hotel offers a fantastic entertainment programme for both children and adults. You'll be treated to aerobic activities, karaoke nights, dance classes, board games and sports, as well as a different show every night. You can see the activities available during your stay at the hotel.
Please keep in mind that services such as transport to the hotel, the ferry from Puntarenas, Wi-Fi, international drinks, etc. carry an additional charge. Click here for more information.
Entry to the hotel facilities: Between 7:00 am and 10:30 there's an additional charge. It's free after 10:30 am.
Check-in times: after 3 pm.
Room check-out: By 12 pm.
Exit from the hotel facilities: There's an additional charge to use the facilities between 12 pm and 3 pm (does not include the use of the rooms and remains subject to availability).
Frequency and timetable: There are daily departures from San José at 6:00 am and from Tambor at 12:30 pm.
Bookings: This service must be booked at least 48 hours in advance. You can book on 800 227 23 56 or by emailing sac8@barcelo.com.
Route: Barceló San José Palacio to Puntarenas, from there take the ferry to Paquera (1 hour) where you will travel on to Barceló Tambor Beach. Same route for the return journey.
Travel time: Approximately 5 hours.
Frequently asked questions about managing bookings, discounts and promotions
In the barcelo.com search engine you can easily choose your hotel, dates and the number of rooms and your required occupancy. If you can’t find what you're looking for, our Customer Service Teamwill be delighted to assist you.
View our phone numbers by country or fill out the following form.
If you booked through our Customer Service, you can modify your booking by calling Customer Service or on Barcelo.com. To modify your booking, go to the Manage Bookings tab and enter your reservation number and hotel.
If you booked through barcelo.com, go to the Manage Bookings tab and enter your reservation number and chosen hotel.
If you were registered as a my Barceló member at the time of booking, you'll need to log in to your account before you can modify your booking.
If you booked through a different company or agent (neither through barcelo.com nor through our Customer Service), please contact the third-party company directly.
If you booked through another company (you didn't book through Barcelo.com or via our Customer Service), please contact the third-party company with which you made your booking.
If you booked directly with the hotel, please contact the hotel directly.
Prepaid bookings cannot be modified and cancellation will be subject to a penalty specific to the room rate.
If you booked through our Customer Service, please contact our customer service team to cancel your booking.If you booked onbarcelo.com, go to the Manage Bookings tab and enter your reservation number and chosen hotel.
If you were registered as a my Barceló member at the time of booking, you'll need to log in to your account before you can modify your booking.
If you booked through a different company or agent (neither through barcelo.com nor through our Customer Service), please contact the third-party company directly.
If you booked directly with the hotel, please contact the hotel directly.
The amount will be refunded, if applicable, in accordance with the general terms and conditions and the specific conditions of the rate you booked. All bookings will be refunded via the original method of payment with which you made the booking.
If you did not cancel your booking and you fail to arrive at the hotel before 18.00 (local time) on the expected arrival date, the booking will be automatically cancelled and the amount expressly set forth in the no-showsection included in the 'rate conditions' applicable to your booking will be charged.
Check-in and check-out times depend on each hotel's policy. Please check with your chosen hotel to be sure.
In general, check-in is from 15:00. If a guest fails to arrive at the hotel before 18.00 (local time) on the expected arrival date, without prior communication to the hotel, they will be considered a no-show. Check-out is by 12:00 (local time) on the expected departure date.
At Barceló Hotel Group, we offer a series of discounts for our guests when they book a room.
• Resident discount condition: Only applies to residents of the Balearic and Canary Islands.
• Senior discount condition: Applies to guests over the age of 65.
• Large family condition: Applies to bookings for families with 3 or more children under 21 years of age (proof must be presented).
Remember that these discounts only appear in certain hotels in the 'Discounts' section in the selector. They cannot always be used in conjunction with each other or other offers. In order to enjoy the discount, guests must meet the discount condition for the room to which the discount applies.
*The hotel will request official and valid accreditation documents to verify compliance with the special discount conditions applied to your booking at check-in. In the event of a failure to provide such documents or meet the conditions, the hotel reserves the right to charge for the amounts that were deducted.
Barceló Hotel Group is committed to always offer the lowest price on Barcelo.com and our Customer Service with the guarantee that if you find a cheaper price on another website or at Barcelo.com (or our Customer Service), we will always match it. Click here for further information.
A 'no-show' is when a guest fails to arrive at the hotel before 18:00 (local time), without prior communication to the hotel, on their expected arrival date. The hotel will consider the booking a 'no-show' and it will be completely cancelled automatically. The amount charged will be as expressly set forth in the 'no-show' section included in the 'rate terms and conditions' applicable to your booking.
In general, a child between 0 to 1.9 years of age (under 2 years old) is considered a baby.When booking, please enter the baby's age as of the date of arrival at the hotel.
*The hotel can request proof of the baby's age. If a valid document is not presented at check-in, the hotel reserves the right to request payment of the child supplement.
Usually a child is considered to be 2 to 12 years old, although this depends on the hotel and the offers available when you book. When checking prices or booking, please enter your child's age at the check-in date into the hotel. Barceló.com will show you the best rates according to the child's age.
*The hotel can request proof of the child’s age. If a valid document is not shown during check-in, the hotel reserves the right to charge the full Adult rate.
If your booking or bookings do not exceed 10 rooms, barcelo.com offers you an easy-to-use hotel selector where you can choose the hotel, dates and number of rooms with the required occupancy. Once you've entered these details, we will offer you the best online rate.
If you want to book more than 10 rooms for the same dates (and do not require a meeting room), your booking will be considered a group booking. Please contact our Customer Service, who will liaise with the hotel to process your booking in accordance with our exclusive group booking policy.
View our telephone numbers.
It's very easy. Contact our Customer Service team and they will be happy to help you with any queries you may have. See our phone numbers.
In step 3 of the booking process you will find an 'Add discount code' field where you can apply your discount voucher.
The amount discounted with the promotional code displays the discount applied to the net price. Taxes are calculated on the discounted net price and in the final calculation you can see the application of the discount % on the total price (including tax).
We're in the process of updating our website and you'll soon be able to view the discount description (senior/millennial/army/resident/large family) in your own language.
If you have any questions about the description and application of these discounts, please contact our Customer Service.
Check the total amount of your booking to ensure that both discounts have been applied. If you have any questions, please contact our our Customer Service.
There is a discount limit and the application of cumulative discounts will be adjusted to the limit set by hotel.
Frequently asked questions about the my Barceló Benefits loyalty programme
my Barceló Benefits is the Barceló Hotel Group’s international loyalty programme with unrestricted and free access, which aims to reward our private and independent guests who book through Barcelo.com and our Customer Service with special content, communications and high-value benefits which will improve their Barceló experience before, during and after their stay.
BENEFICIARIES:
Beneficiaries of the my Barceló Programme are individuals of legal age who have signed up to the my Barceló Programme via www.barcelo.com or through the Customer and Bookings Service.
To benefit from the exclusive perks, the person making the bookings must be the member, who will first need to log in to the my Barceló website.
As the person making the booking and the guest, the my Barceló member is the only person that can benefit from the exclusive benefits of the programme, and will also be the person who receives all communications.
If a member is booking a room for another person and will not be staying at the hotel, the my Barceló benefits will not be applied during their stay.
With a booking of multiple rooms, the advantages apply only and exclusively to the room in which the Account Holder stays, and do not apply to rest of the rooms included in the booking.
Invoices shall be paid with the credit card used in the booking process. If a booking is not pre-paid, payment will be requested from the guest upon arrival at the hotel.
TRANSACTIONS:
Bookings will start to be added to the my Barceló account once the customer has registered for the Programme and has previously logged in or identified themselves as a my Barceló customer.
For the purposes of calculating the my Barceló level and applying the benefits, only bookings made by the my Barceló Account Holder via Barcelo.com and/or our Customer Service will be accumulated automatically, after logging in as a customer in my Barceló or identifying themselves as such. These bookings will be accounted for after completing the stay (a day after checking out).
HOTELS:
my Barceló, the Barceló Hotel Group’s international loyalty programme, can be applied at all Barceló Hotel Group hotels in Europe, Latin America/Caribbean, and Africa, with the exception of Novo Resort The Residence Luxury Apartments by Barceló (Cádiz, Spain) and Cuba (Caribbean).
Although the my Barceló benefits are global, there may be slight variations and/or customisations, as well as exceptions, depending on the specific situation of each hotel.
For more information, please see my Barceló Benefits General Terms and Conditions.
What do I need to do to become a my Barceló customer?
Click on my Barceló and enter the information required on the I WANT TO BE A MY BARCELÓ MEMBER application form. Once you're signed up, we suggest you edit your preferences in the PREFERENCES section. That way, we can personalise any communications and offers we send you.
I've forgotten my password for the my Barceló account. How do I recover it?
It's very simple. All you need to do is click on the my Barceló top menu and click on the link FORGOTTEN YOUR PASSWORD? Enter the email you signed up with and we will send you an email with your new password.
How can I cancel a my Barceló private account?
Access my Barceló with your email and password, go to the PROFILE section and you can cancel it through the CANCEL MY ACCOUNT button. This option will eliminate all of the data from your account.
How can I update my personal details in the my Barceló account?
Access my Barceló with your email and password, go to the PROFILE section and update your details.
Why doesn’t the my Barceló stay counter include all of my stays at the chain’s hotels?
Our programme automatically accumulates bookings (hotel only) made via Barcelo.com or our Customer and Bookings Service, provided that you have identified as a customer.
The stay is then added to your account once you have completed it. If you forgot to identify yourself as a member when you booked or were not yet signed up, you can import the stay on this page (provided that you booked through direct channels).
· Considerations concerning the bookings added to the my Barceló account:
- If making with the Member's account two or more bookings with consecutive dates in the same hotel (check-out of one booking = check-in of the next one), only one booking will be considered in the Programme's stay counter. However, the total amount spent at the level of the cumulative amount counter will be taken into account.
Why can’t I import my stay?
This may be due to several reasons. We suggest that you first check that you booked after 26th March 2015 (if not, you won't be able to add it).
It may be that you booked through a different channel other than Barcelo.com or our Customer and Bookings Service. Again, if this is the case, you won't be able to add the stay.
It could be a flight plus hotel booking. If this is the case, you won't be able to import it.
It may be because you booked the stay using a different email address from the one associated with your my Barceló account.
It may be because you booked directly at the hotel. If this is the case, you won't be able to import it.
Why can't I go up a level yet?
The my Barceló level is calculated using two criteria: the number of stays within a 24-month period and their monetary amount.
In order to go up a level from my Barceló Essential to my Barceló Special, you need a minimum of two stays and an accumulative amount of €1,000 over a period of 24 months.
If you're already an Special Level member and you want to upgrade to my Barceló Unique, you need a minimum of 4 stays and a accumulative amount of €3,000 over a period of 24 months.
Why did I move a level down?
In order to ensure that our most loyal customers are provided with exclusive benefits, your my Barceló level is valid for 24 months. To maintain your level, you must have at least the following number of bookings and amount spent in the following 24 months from the moment you obtained or renewed this level.
- my Barceló Special: 2 stays and an accumulative amount of €1,000
- my Barceló Unique: 4 stays and an accumulative amount of €3,000
How can I import a booking I’ve made to the my Barceló account?
If a booking has been made, but the customer did not log in to my Barceló, the registered customer can import the booking to their my Barceló account here, so this booking is included in their transactions and the Account Holder can obtain the maximum benefits.
To be able to import the booking, the following specifications must be met:
- You can only import bookings made through Barcelo.com and Barceló's Call Centre, and you must have checked out within the last 12 months.
- The booking must be for a hotel in the current Barceló Hotel Group portfolio.
- The email address of the person who booked must be the same as that of the holder of the my Barceló account you wish to import to.
- Flight plus hotel packages and bookings made through other websites, travel agencies or other channels that are not Barceló.com or Barceló's Call Centre cannot be imported to your my Barceló account. For more information, please see my Barceló's General Terms and Conditions.
Benefits may vary depending on the level achieved. These are some of them:
- Exclusive discounts: Up to an additional 10% discount on bookings for programme members.
- Special amenities: Welcome gifts, complimentary minibar (spirits not included) and room upgrades, such as preferential room assignment.
- Flexible check-in/out: Possibility of early check-in from 10:00 and late check-out until 16:00, subject to availability.
- Exclusive promotions: Access to special members-only offers and promotions, such as additional discounts during promotional periods.
Click here for more information.
As a result of the public health crisis brought about by the COVID-19 pandemic, Barceló Hotel Group has adapted its operations to comply with recommendations from health authorities and thus some my Barceló loyalty programme benefits may be affected during your stay. If we are unable to provide any of the services, we will do everything we can to offer you an alternative benefit, subject to availability at the hotel.
What levels are there in my Barceló?
Our loyalty programme consists of 3 levels, depending on the stays you have enjoyed and total amount spent you have accumulated from them:
- my Barceló Essential
- my Barceló Special
- my Barceló Unique
Each one has exclusive promotions, special conditions and additional services. You can read all the information here.
Frequently asked questions about help for professionals with Barceló Pro and Rewards
Barceló Pro is the Barceló Hotel Group booking portal aimed at professionals (wholesale and retail agencies and companies). It features an attractive and visual display with panoramic images and provides an ideal user experience for both computers and hand-held devices. It's available in 11 languages, and offers the option to check in online with a team of professionals at your disposal to assist you during the booking process. It also has it's own integrated loyalty programme calledBarceló Pro Rewards.
To sign your company up to the programme, go to Barceló Pro, click on Register and fill out the New Registration form with the company's and manager's details. Only the manager can register the company.
Please remember that in order to register an additional user, the company must already be registered. From the private area, the manager can register new users by going to the My Information tab. To do so, click on the tab User Registration and fill in the corresponding form.
Barceló Pro Rewards is the Barceló Hotel Group loyalty programme that recognises the efforts of the travel professionals and companies that sell our hotels by rewarding them with points that can be exchanged for gifts and stays.
Yes, all bookings made through Barceló Pro will earn points. To do so, when making the booking, in the very last step of the booking process you must indicate your Barceló Pro Rewards user account and then the booking will be automatically imported to your Barceló Pro Rewards account
After the guest checks out, the hotel will validate the booking, and then the points will be credited to your Barceló Pro Rewards account.
For any queries or questions regarding Barceló Pro (booking portal), please write to: barcelopro@barcelo.com
For any queries or questions regarding your Barceló Pro Rewards points (loyalty programme portal), please write to: info@barceloprorewards.com
Please call us at any time of the day if you still have questions.
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