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Make a reservation at Barcelo.com
The My Barceló Program
Frequently Asked Questions
If during the booking process, you had issues while trying to log in to your my Barceló account, we'll walk you through how to continue.
To complete the reservation with your my Barceló member benefits, please contact our team at our Customer Service. To find the phone number that corresponds with your country code, just go to bottom of this page.
If you want to know all information about the Barceló Hotel Group, please visit Grupo Barceló.
The Barceló Hotel Group offers its own Customer Service , committed to offering our clients an excellent service. You can contact us by phone, through our forms and our chat.
Check our phone numbers here.
- By phone See the list of phone numbers.
- By email. By completing one of the forms that you will find in the tab "contact forms" of this same page.
Barceló Hotel Group
José Rover Motta, 27
07006 |
Palma de Mallorca
Balearic Islands | Spain
Tel. +34 971 771 700
Use the contact forms that you will find in the "contact forms" tab at the top of this page. Choose the option: "I would like to send a complaint to Barceló about a current or past stay," and send us your comments.
We will contact you as soon as possible.
Frequently asked questions for information about hotels and facilities
Welcome to the world of the Barceló Hotel Group, you have at your disposal 120 hotels in 20 different countries. Find the best hotel for your next holiday or for business reasons.
Discover our hotels here.
With the Barceló All-Inclusive exclusive program, you only have to worry about enjoying your holidays. Breakfast, lunch, dinner and snacks included in the price. Cocktails and refreshments at the open bar, sports, activities and entertainment at no extra charge, among other advantages.
You can get detailed information about the list of services included in the program in the file or page of each hotel.
The Premium Level concept is the exclusive concept of services and facilities implemented in Barceló Hotel Group hotels and which provides the client with a superior and exclusive level.
- 24-hour personalized service
• Rooms with the best views
•Exclusive Spa discounts
•Concierge service
• Personalized check-in and check-out
•Access to the Premium Level Lounge
•And many more services designed to make you feel special.
Royal Level are hotels designed to offer the most exclusive benefits; a select club where you can enjoy luxurious facilities and top quality services.
• Private area with exclusive facilities: restaurants, swimming pools and beach club
• Private reception for check-in and check-out
- Concierge Service
• Exclusive amenities
- Personalized service
• Access to the best rooms
Opposite Playa Bávaro and Punta Cana, Barceló Hotel Group has a spectacular complex called Barceló Bávaro Grand Resort, which contains the following 2 magnificent all-inclusive hotels:
- Barceló Bávaro Palace
- Barceló Bávaro Beach – Adults Only
I want to make a reservation at an à la carte restaurant*.
In order to enjoy the variety of our a la carte restaurants at the Barceló Bávaro Grand Resort you must make a reservation in advance and restaurant hours are subject to availability. The hotel will let you know which specialty restaurant or restaurants you will be able to enjoy during your stay. For gentlemen: long pants, sleeved shirts and shoes or sandals (not rubber material). Beachwear and beach-style sandals are not permitted. Applies to all the à la carte restaurants with the exception of Hoyo19, Santa Fe and Coral. And semi-formal dress code for men, formal shorts or bermuda shorts, sleeved shirt and sandals (not rubber material). Beachwear and beach-style sandals are not permitted. Applies to à la carte dinners in Hoyo19, Santa Fe and Coral.
What is the Pirate Island experience**?
This is a unique opportunity for your child to feel like a real pirate in an authentic aquatic adventure where you will find a pool with waves and slides. You can find it at the Barceló Bávaro Palace hotel.
*Additional dinners available for an extra charge.
**Service at an additional cost, please consult the terms and conditions of use.
Barceló Hotel Group has a spectacular resort on the Riviera Maya, the Barceló Maya Grand Resort, which has 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 make a reservation at an a la carte restaurant
Prior reservation is required to enjoy the variety of our a la carte restaurants at Barceló Maya Grand Resort and restaurant hours are subject to availability. The hotel will let you know which specialty restaurant(s) you will be able to enjoy during your stay. Additional dinners available at an additional charge.The dress code applies to gentlemen only. No shorts, beachwear or sandals (rubber material) or tank tops are allowed.
What is the Pirate Island experience*?
It's the unique opportunity for your child to feel like a real pirate in an authentic aquatic adventure where he/she will find a pool with waves and slides.
*Service at an additional cost, please consult the terms and conditions of use.
In terms of dining you will be able to enjoy lunch and dinner upon your check-in day. During the intermediate days, you can enjoy breakfast, lunch and dinner. The day of departure only includes breakfast. In addition, you will have at your disposal snacks such as nachos, burgers, fries, sandwiches, fruit and other snacks throughout the day.
Every second night of your stay you can reserve one of our a la carte restaurants either El Rancho, specializing in meat and seafood, or the Japanese restaurant Miyako. From 10 am you can enjoy cocktails based on national liqueurs, draught beer, natural juices, fizzy drinks and house wine.As for the offer of activities, depending on occupancy and season, the hotel has a full entertainment program for both children and adults. Highlights include aerobic activities, karaokes, dance classes, board games and other sports activities, as well as a different show every night. You can consult the activities available during your stay at the hotel.
Please note that services such as transportation to the hotel, ferry from Puntarenas, Wi-fi, international drinks, etc. are for an additional cost , click here.
Entrance to the hotel facilities: Fees apply from 7:00 AM to 10:30 AM; after 10:30 AM it is free of charge.
Entry to the rooms: From 3 pm.
Departure of the rooms: Before noon.
Departure from the hotel premises: Fees apply from noon to 3:00 PM (does not include the use of the rooms and will be subject to hotel availability).
Frequency and schedules: Departures are daily, from San José at 6:00 AM and from Tambor at 12:30 PM.
Reservations: This service must be booked at least 48 hours in advance. You can book it via 800 227 23 56 or via the e-mail sac8@barcelo.com.
Transfer route: Barceló San José Palacio to Puntarenas, where you will board the ferry to Paquera (1 hour), and you will continue to Barceló Tambor Beach. Same route on the way back.
Transfer time: Approximately 5 hours.
Frequently asked questions about reservation management information, discounts and promotions
In the search engine of barcelo.com you can easily choose the hotel, the dates and the number of rooms and their occupancy. If you don't find what you are searching or, we will be happy to assist you through our Customer Service.
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Consult our telephone numbers or fill in the following form.
If you made a reservation through our Customer Service, to modify your reservation you can contact the customer service or do so through Barcelo.com, to modify your reservation, go to the Reservation Management section and enter the locator (reservation number) and the hotel of your reservation.
If you reserved through barcelo.com, access the section Reservation Management and enter the locator (reservation number) and the selected hotel.
If you were registered as a user of My Barceló when completing the reservation, you must access your account before modifying the reservation.
If you made the reservation through another company or agency (neither barcelo.com nor our Customer Service) contact the third party company directly.
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If you made your reservation through another company (if your reservation has not been made through Barcelo.com or through our Customer Service) you must contact the third party company you made your reservation with.
If you made a reservation directly through the hotel, please contact the hotel directly.
Prepaid reservations do not allow modification and any cancellation will be subject to the penalty that corresponds to the rate.
If you made a reservation through our Customer Service, to cancel your reservation please contact our customer service.
If you reserved through barcelo.com, access the section Reservation Management and enter the locator (reservation number) and the selected hotel.
If you were registered as a user of my Barceló when completing the reservation, you must access your account before modifying the reservation.
If you made the reservation through another company or agency (neither barcelo.com nor our Customer Service) contact the third party company directly.
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If you made a reservation directly through 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 with which you have made the reservation. If there is a refund, it will be carried out by the same means by which the payment was made.
If you have not canceled your reservation and arrive at the hotel before 6.00 p.m. (hotel local time) on the day of arrival, the reservation will be automatically canceled in full and you will be charged the amount expressly provided for in the no show section included in the "rate conditions" applicable to your reservation.
The check-in and check-out time depends on the policy of each hotel, check with the hotel of your reservation to make sure.
Usually, the check-in time will be from 3:00 PM. If you do not arrive before 6:00 PM (hotel local time) on the day of arrival, and you have not notified the hotel, it will be considered a no show. The check-out time must be before noon (hotel local time) on the scheduled day of departure.
At Barceló Hotel Group we offer a series of discounts to benefit our clients when making their reservation.
• Resident discount condition: applies exclusively to Balearic and Canary Island residents.
• Senior discount condition: applies to customers over 65 years of age.
Remember that these discounts only appear in certain hotels in the "Discounts" section in the selector. They cannot always be used in conjunction with other terms and conditions. To benefit from the discount it is essential that the room where it is applied meets the condition of the discount.
*At check-in, the hotel will request official and valid accreditation documents to verify compliance with the special discount conditions applied to your reservation. In the event of no accreditation or noncompliance, the hotel reserves the right to charge the discounted amounts.
It is Barceló Hotel Group's commitment to to always offer the lowest price on barcelo.com and in our Call Center, with the assurance that if you find a cheaper price on another website or on barcelo.com (or our Customer Service), we will always match it .See here all the detailed information.
The "No Show" means no show at the hotel before 6:00 PM (hotel local time) on the scheduled day of arrival, without prior notification by the client. The hotel will consider the reservation as " no show" and it will be fully canceled automatically. The amount charged will be the amount expressly provided for in the "no show" section included in the "rate conditions" applicable to your reservation.
Generally, a baby will be considered from 0 to 1.9 years old (under 2 years old). The age to enter in the reservation for the baby will be the age he/she has on the date of entry to the hotel.
*The hotel can request proof of age for the baby. If a valid document is not shown at check-in, the hotel reserves the right to request payment for the child’s supplement.
Generally, from 2 to 11 years old will be considered a child, although it depends on each hotel and the available offers available at that time. The age to enter in the price inquiry or reservation for the child will be the age of the child on the date of entry to the hotel. Barcelo.com will show you the best prices according to the age of the child.
*The hotel can request proof of the child’s age. If a valid document is not shown at check-in, the hotel reserves the right to request payment of the Adult supplement.
If your reservation or reservations do not exceed 10 rooms, on barcelo.com you can find a hotel search engine, where you can also choose the dates and number of rooms with the occupancy you want. Once you have filled in this information, we will offer you the best price online.
If for the same dates you want to make a reservation for more than 10 rooms (without meeting room), your reservation will be considered a group. For this reason, we ask you to contact our Customer Service, which together with the hotel, will manage the reservation according to our exclusive group policy.
See our phone numbers.
Very simple. Contact our Customer Service and they will be happy to answer any questions you may have. See our numbers.
In Step 3 of the reservation process you will find a field identified as "Add Discount Code" where you can apply your discount coupon.
The amount discounted with the promotional code shows the discount applied on the net price. The 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 (taxes included).
We are improving our website and you will soon see the explanation of your discount: senior/millennial/army/resident/large family in your language.
If you have questions about the description and application of these discounts, please contact our Customer Service.
Check the total amount of your reservation to make sure that both discounts have been applied. If you have any doubts, please contact our Customer Service.
There is a discount limit and the application of the accumulation of discounts will be adjusted to that established by the hotel.
Frequently asked questions for information about the My Barceló Benefits loyalty program
my Barceló Benefits is Barceló Hotel Group's international loyalty program, open and free of charge, which is aimed at rewarding the loyalty of private and independent clients who book on Barcelo.com and through our Call Center. It provides high-value benefits, content, and communications that will enhance the Barceló guest experience before, during, and after your stay.
BENEFICIARIES:
The beneficiaries of the my Barceló Program are individuals of legal age who have registered for the my Barceló Program through the www.barcelo.com website or through the Customer Care and Telephone Reservations Service.
The account owner is responsible for making their bookings in order to benefit from the exclusive advantages after logging in on my Barceló.
As account owner of the reservation and guest during the corresponding stay, the my Barceló customer is the only person who may benefit from the exclusive advantages of the program, and to whom all communications will be addressed.
In the event that an Account Holder makes a reservation for another person and does not remain at the hotel during the stay, the My Barceló benefits will not apply during this stay.
In the case that a booking is made of several rooms, the benefits will only apply to the room where the Account Holder is staying.
All reservation invoices will be paid with the credit card included in the reservation process. If there is no advanced payment, the balance payment will be required from the customer when they arrive at the hotel.
TRANSACTIONS:
Bookings begin to be posted to the my Barceló account once the customer has registered for the program and has previously logged in or identified themselves as a my Barceló customer.
Only bookings made by a my Barceló Account Holder through Barcelo.com or the Call Center—after logging in or identifying themselves in my Barceló—will be automatically counted towards calculating the my Barceló level and applying benefits to the stay. These will be added after the stay has been completed (the day after check-out).
HOTELS:
my Barceló, as Barceló Hotel Group's international loyalty program, applies to 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, certain adjustments and/or customizations may apply, such as exceptions to how they are applied, based on the situation of each hotel.
For more information, you can consult the my Barceló Benefits Terms and Conditions.
What should I do to become a my Barceló customer?
Click on my Barceló and enter the information required in the registration form I WANT TO JOIN MY BARCELÓ. Once you have registered, we recommend that you fill in your preferences in the MY DETAILS AND PREFERENCES section, as this will allow us to personalize the frequency of communication and offers we can provide you with.
I have forgotten my password to access my Barceló account, how can I recover it?
It's very easy! All you need to do is click on the my Barceló top menu and access the link FORGOTTEN YOUR PASSWORD?, enter the email you registered with and we will send you an email with a new password.
How can I delete my Barceló private account?
Access my Barceló with your email and password, go to the PROFILE section and you can unsubscribe through the UNSUBSCRIBE button. All the information regarding your account will be deleted via this option.
How can I update the information on my Barceló personal account?
Log in to my Barceló with your email and password, go to the profile section, and modify the information you want.
Why doesn't the my Barceló stay counter reflect all the stays I've had at hotels within the chain?
Our program automatically accumulates reservations (hotel only) made through Barcelo.com or our Customer Service and Phone Reservations as long as you have identified yourself as a customer.
The stay is added to your account once it has been completed. If at the time of booking you forgot to identify yourself as a client or you were not yet registered, you can import the stay on this page (provided that this has been reserved through direct channels).
· Considerations concerning reservations booked in the my Barceló account:
- In case of two or more reservations with consecutive dates in the same hotel (check-out of one reservation = check-in of the next), only one reservation will be taken into account. However, the total amount spent at the cumulative amount counter level in the program will be taken into account.
Why can't I add my stay?
It may be due to several reasons. We suggest that you first verify that the reservation is dated after March 25, 2015 (Otherwise, it cannot be added).
It could also be due to the fact that the reservation was made through a different means than via Barcelo.com or our Customer Service and Telephone Reservations. In this case, again, it is impossible to add the stay.
It could be that it is a flight plus hotel reservation. In this case, it is not possible to import it.
It could be that the reservation was made with an email different from the email with which you are registered in my Barceló.
It could be because the reservation was made directly with the hotel. In this case, it is not possible to import it.
Why am I still not upgrading to the next level?
The my Barceló level is calculated based on two criteria: the number of stays completed in 24 months and the amount of these stays.
To upgrade from my Barceló Essential to My Barceló Special, a minimum of two stays and an accumulated spending amount of 1000 euros in 24 months is required.
If you are already a my Barceló Special member and you want to upgrade to my Barceló Unique, you must have a minimum of 4 stays and an accumulated spending amount of 3000 euros in 24 months.
Why did I change levels?
To ensure that exclusive benefits are given to our most loyal customers, the my Barceló level is valid for 24 months. To maintain the level, you must have at least the following number of reservations and amount spent in the following 24 months from the date of upgrade or maintenance of the level.
- my Barceló Special: 2 stays and a cumulative amount spent of 1000 euros.
- my Barceló Unique: 4 stays and a cumulative amount spent of 3000 euros.
How can I import a booking to 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 they can obtain the maximum benefits.
In order to be able to import into the reserve, the following specifications must be met:
- Only bookings made on Barceló.com and our Call Center with a check-out during the last 12 months, will be imported.
- The reservation must pertain to a hotel in the current Barceló Hotel Group portfolio.
- The email of the reservation Account Holder must be the same as the email of the Account Holder of the My Barceló account to which you wish to import.
- Flight plus hotel package reservations and those made on other websites, travel agencies or means other than Barceló.com and Call Center Barceló cannot be imported to your my Barceló account. For more information, you can consult the my Barceló Terms and Conditions.
Benefits may vary depending on the level achieved, but include the following:
- Exclusive discounts: Up to an additional 10% discount on bookings for program members.
- Special amenities: Welcome gifts, complimentary minibar (spirits not included), and room upgrades, such as preferential room assignment.
- Flexible schedules: Possibility of early check-in from 10 AM and late check-out until 4 PM, subject to availability.
- Exclusive promotions: Access to special members-only offers and promotions, such as additional discounts during promotional periods.
For more information, click here.
As a consequence of the health situation created by COVID-19, the Barceló Hotel Group has adapted its operations based on the recommendations of the health authorities, and some of the benefits of the My Barceló loyalty program may be altered during your stay. If we are unable to offer you any of the services, we will do our best to offer you an alternative benefit, subject to availability.
What levels exist in my Barceló?
Our loyalty program has 3 levels, depending on the stays you have enjoyed and the accumulated expenses you have added from them:
- my Barceló Essential
- my Barceló Special
- my Barceló Unique
Each one has exclusive promotions, special conditions, and extra services. Click here for further information.
Frequently asked questions to help professionals with Barceló Pro and Rewards
Barceló Pro is the Barceló Hotel Group's reservation portalaimed at professionals (wholesale agencies - retailers and Companies), with an attractive and visual design based on panoramic images, with an ideal browsing experience both from your computer and from your mobile device, with 11 languages available, the possibility of online check-in and with a team of professionals at your disposal to assist you during the booking process. And it has the Barceló Pro Rewards integrated loyalty program.
To register your company in the program, go to Barceló Pro, click on "Register" and fill in the "New Registration" form with details of the company and the administrator. Only the administrator can register the company.
In order to register an additional user, remember that the company must already be registered. The administrator, from their private area, is the one who can register new users from the My Data menu. To do so, click on the "User registration" tab and fill in the corresponding form.
Barceló Pro Rewards is the Barceló Hotel Group's loyalty program, which recognizes the efforts of travel professionals and companies for selling our hotels by rewarding them with points that can be exchanged for gifts and stays.
Yes, all the reservations you make through Barceló Pro will earn points. When you make the reservation, during the last step you must indicate your Barceló Pro Rewards user name and then the reservation will be automatically imported to your Barceló Pro Rewards account.
After the guest's departure, the hotel will validate the reservation, and then the points will be credited to your Barceló Pro Rewards account.
For any questions or issues related to Barceló Pro (booking portal) please write to: barcelopro@barcelo.com
For any questions or issues related to your Barceló Pro Rewards (loyalty portal) points lease write to: info@barceloprorewards.com
If you can't find the answer to your questions, give us a call at any time.
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