How can we help?

If you would like to know more about the Barceló Hotel Group, please ask Barceló Group.

The Barceló Hotel Group has a Telephone Service and Bookings, committed to offering our clients an excellent service. You can contact us by telephone, through our forms and chat.

Consult our telephone numbers here.

You can contact us by telephone. Consult our list of telephone numbers.

You can also contact us by Email. You will be able to access our contact form below.

Barceló Hotel Group

José Rover Motta, 27

07006 | Palma de Mallorca

Balearic Islands | Spain

Tel. +34 971 771 700

We offer you our contact forms located on the page HELP. If what you are looking for is to make a claim or complaint about your stay at one of our hotels, select the option "You have bookings and need" and click on “Claims” to send us your comments. We will be in contact with you as soon as possible. Bear in mind that your opinion is very important to us.

Mexico City Sales Office

Reforma 1, Col. Tabacalera CP 06030, Mexico City T+ 55 50800400

Guadalajara Sales Office

Av. Arcos, 950 Col. Jardines del Bosque, CP 44520 Guadalajara, Jalisco T+ 33 31239441

Monterrey Sales Office

IZA Business Centres Avanta Gardens, Avenida José Vasconcelos 755, Del Valle CP 66220, San Pedro Garza García, New León T+81 8335 4300

You can call our head office and request that you pass with the Shopping Department or email by email comercial@barcelo.com.

Details of our corporate offices:

Barceló Hotel Group

José Rover Motta, 27

07006 | Palma de Mallorca

Balearic Islands | Spain

Tel. +34 971 771 700

If you would like working with usYou must send your CV to the email: seleccion@barcelo.com

For sponsors, advertising, catalogues, etc. you can call our head office and request that you pass them with the Marketing department or email by email website@barcelo.com.

Details of our corporate offices:

Barceló Hotel Group

José Rover Motta, 27

07006 | Palma de Mallorca

Balearic Islands | Spain

Tel. +34 971 771 700

Welcome to the world of Barceló Hotel Group. More than 120 hotels there are 20 countries waiting for you. Find the best hotel for your next holiday or for business reasons.

Discover our hotels here.

At Barceló we suggest exclusive all inclusive package, and you won't have to worry about anything except relaxing and enjoying yourself. Breakfast, lunch, dinner and snacks included in the price, cocktails and soft drinks at the open bar, sports, activities and entertainment at no additional cost... and an endless array of additional services.

Discover the list of services included in your special programme for each of our resorts and our hotels Barceló All Inclusive.

The concept Premium Level is the exclusive services and facilities concept implemented at the Barceló Hotel Group hotels, which provides guests with a superior and exclusive level.

• 24-hour personalised 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

The concept Royal Level is the exclusive services and facilities concept implemented at the Barceló Hotel Group hotels, which provides guests with a superior and exclusive level:

• Private area with exclusive facilities: restaurants, swimming pools and beach club
• Private reception for check-in and check-out
• Concierge service
• Exclusive amenities
• Personalised service
• Access to the best rooms

Opposite Bávaro Beach and Punta Cana, the Barceló Hotel Group has a a spectacular complex, so Barceló Bávaro Grand Resortwhich has 2 magnificent all inclusive hotels:

- Barceló Bávaro Palace

- Barceló Bávaro Beach – Adults Only

I want to book at an à la carte restaurant*

To enjoy the variety of our à la carte restaurants at the Barceló Bávaro Grand Resort, you will need to advance booking and the opening hours of the restaurants are subject to availability, and we will inform you of the speciality restaurants you can enjoy during your stay. For gentlemen: long pants, sleeved shirts and shoes or sandals (not rubber material). Beach clothes and shoes 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). Beach clothes and shoes are not permitted. Applies to à la carte dinners in Hoyo19, SantAfe and Coral.

What is the Pirate Island experience**?

This is a unique opportunity for your child to feel 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 at an additional charge.

**Service at an additional cost, please consult the terms and conditions of use.

In the Mayan Riviera, the Barceló Hotel Group has a spectacular complex, Barceló Maya Grand Resort, which has seven magnificent all inclusive hotels:

- Barceló Maya Palace
- Premium Level at Barceló Maya Palace
- Barceló Maya Riviera – Adults Only
- Barceló Maya Beach Hotel
- Barceló Maya Tropical
- Barceló Maya Colonial Hotel
- Barceló Maya Caribe

I want to book at an à la carte restaurant
So that you can enjoy the variety of our à la carte restaurants at the Barceló Maya Grand Resort advance booking and the opening hours of the restaurants are subject to availability, and we will inform you of the speciality restaurants you can enjoy during your stay. Additional dinners available at an additional charge. Formal dress code. Shorts, sandals and sleeveless T-shirts are not permitted.

What is the Pirate Island experience?
This is a unique opportunity for your child to feel a real pirate in an authentic aquatic adventure where you will find a pool with waves and slides.

Note: There is an extra charge for this service, see terms and conditions of use.

to gastronomic levelon the day you check in you can enjoy lunch and dinner. On the days in between, breakfast, lunch and dinner, and breakfast on the day of departure. Snacks will also be available to you, such as nachos, hamburgers, chips, sandwiches, fruit, etc. throughout the day.

Every other night during your stay, you will be able to book into one of our à la carte restaurants, be it the Rancho, which specialises in meat and seafood, or the Japanese restaurant Miyako. From 10am you will be able to enjoy cocktails based on national liqueurs, draught beer, natural juices, fizzy drinks and house wine.

Regarding regard to activities on offer, According to occupancy and season, the hotel offers a complete entertainment programme for children and adults alike, including aerobic activities, karaogoles, 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.

Bear in mind that services such as transport to the hotel, the ferry from Puntarenas, Wi-fi, international drinks, etc. additional cost, click here.

Entry to the hotel's facilities: There is an additional charge between 7: 00 am and 10: 30 am; after 10: 30 am, it is free.

Entry to the rooms: From 3 pm

Leaving the rooms: It must be before 12: 00 pm.

Exit from the hotel facilities: You can extend the departure time from the hotel from 12pm to 3pm at an additional cost (does not include the use of the rooms and is subject to availability at the hotel).

Frequency and schedule: Every day departs from San José at 6 am and from Tambor at 12.30.

Bookings: This service must be booked at least 48 hours in advance. You can book on 800 227 23 56 or using the email address sac8@barcelo.com

Transfer route: Barceló San José Palacio to Puntarenas, from there take the ferry to Paquera (1 hour), where you will continue on to Barceló Tambor Beach. Same route for the return journey

Transfer time: Approximately 5 hours.

Arrive at the end of the Paseo de los Turismo in Puntarenas, where you can embark on ferry to Paquera (approximately journey of 1 hour). Bear in mind that the ferry crossing is subject to the availability of the line and carries an additional cost. Once in Paquera the journey to the hotel in your vehicle will be approximately 40 minutes.

Very important: Don't forget to confirm the ferry schedule at www.navieratambor.com o al teléfono 2661-2084. The ferry service is external to the hotel.

Find out more about the different private or shared transfer services that Barceló offers.

For more information and bookings, call our Telephone Booking Service.

Barcelo.com provides you with booking selector where you can choose the hotel, dates and number of rooms with the required occupancy. Once this information is filled out, you may access the best online rate available.

If you don't find what you are looking for, we will be happy to assist you with our Customer Service. Consult our telephone number or fill in the following form.

If you made your booking through our Customer Service Call Centre, you can modify your booking you can contact customer service or through Barcelo.com, In order to modify your booking, enter the Booking Management section and enter the locator number (booking number) and the hotel of your booking.

If you made your booking through Barcelo.com, please enter the Booking Management section and enter the locator number (booking number) and the hotel of your booking.

If you made your booking through Barcelo.com, if you are registered with your My Barceló account, you must first access your account in order to modify your booking.

If you made your booking through another company (your booking has not been made through Barcelo.com or through the Barceló Telephone Booking Service) you must contact the third company you made your booking with.

If you made your booking directly through the hotel, please contact the hotel directly to modify your booking.

Prepaid bookings do not allow modification and the cancellation will be subject to the penalty that corresponds to the rate.

If you made your booking through our Customer Service Call Centre, In order to cancel your booking please contact our customer service team.

If you made your booking through Barcelo.com, to cancel your booking, enter the section Booking Management and enter the booking number (booking number) and the hotel of your booking.

If you made your booking through Barcelo.com, you will be registered with your my Barceló useryou must first access your account in order to cancel your booking.

If you made your booking through another company (your booking has not it made on Barcelo.com or through the Barceló Telephone Booking Service) you must contact the third company you made your booking directly with.

If you made your booking directly through hotel, To cancel your booking please contact the hotel directly.

You will take the reembolso of the corresponding amount if applicable, according to the general terms and conditions of contract and the specific rate of the rate you booked with. In the event of a refund, this will occur by the same means as the payment was made: if it was by credit card, to it, and if it was by bank transfer, identical.

If you have not cancelled your booking, it is not presented at the hotel before 18.00 (local time at the hotel) on the expected arrival date, the booking will be automatically cancelled automatically and the amount expressly established in the no show section included in the "rate conditions" applicable to your booking will be charged.

It will depend on the policy of each hotel. Please contact the hotel of your booking to ensure.

Generally, the check-in time shall from 15.00. No shows before 18.00 (local time at the hotel) on the expected day of arrival, without prior communication from the customer to the hotel, will be considered as no show.

The check-out time must be before noon (local time at the hotel) on the planned check-out date.

At Barceló Hotel Group, we offer a series of descuentos to benefit our customers when they make a booking.

• Resident discount condition: applies exclusively to residents of the Balearic and Canary Islands.

• Senior discount condition: applies to guests over the age of 55.

• Discount condition Millennials: applies to guests aged between 18 and 30.

• Large Family Status: applies to bookings for families with 3 or more children under 21 years of age (you must show large family books).

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 published offers. In order to enjoy the discount, customers must meet the discount condition for the room to which the discount applies. 

*At check-in, the hotel will request official and valid accreditation documents to verify compliance with the special discount conditions applied to your booking. 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.

It is the commitment of the Barceló Hotel Group to always offer price is lowest on barcelo.com. We offer double guarantee: at barcelo.com and our Call Centre you will always find the lowest price and, once you book, you can guarantee that if you find a cheaper rate on another website or on barcelo.com (or the Call Centre) you will always match it. Consult here all the detailed information.

The "No Show" means no shows before 18.00 (local time of the hotel) on the expected day of arrival, without prior communication by the customer. The hotel will consider the booking as "no show" and 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.

A baby will usually be considered from 0 to 1.9 years old (under 2 years old). The age to be entered during a baby’s booking will be the age of the stay at the hotel.

*The hotel can request proof of age for 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 Children from 2 to 12 years old will be considered however, it depends on each hotel and the offers available at that time. The age of entering the price or booking for the child will be the age of the check-in date at the hotel. Barceló.com will show you the best prices while attending 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 request payment of the Adult rate.

If your booking or reservations do not exceed 10 rooms, Barcelo.com offers you a booking selector, where you can choose the hotel, dates and number of rooms with the required occupancy. Once you have filled in all this information, we will offer you the best online rate available.

If you would like to book for the same dates more than 10 rooms (and you do not want a meeting room), your booking will be considered a group, For this reason, we ask that you contact our Customer Service Call Centre (SAC), which together with the hotel offers you the best rate and will make your booking a booking through our exclusive group policy. Consult our list of telephone numbers.

Very simple. Contact our Customer Service and they will be happy to help you with any queries you may have. Consult our numbers.

In step 3 of the booking process you will find a field identified as "Add coupon" where you can use your discount voucher.

The amount discounted with the promotional code displays the discount applied to the net price. Taxes are calculated on the net price discounted and in the final calculation you can see the application of the % discount on the total price (including tax).

We are improving our website and soon you can see the explanative of your discount: senior/millennial/army/resident/large family in its language.

If you have questions about the description and application of these discounts, please contact our Call Center.

Check the total amount of your booking to ensure that both discounts have been applied, if you have any questions, please contact our Call Center.

There is a discount limit and the discount accumulation application will be adjusted to the set by hotel.

Barceló Pro is the Barceló Hotel Group booking portal aimed at professionals (wholesale agencies – retail and companies), with an attractive and visual design based on panoramic images, with an ideal navigation experience from both your computer and mobile device, with 11 languages available, the possibility of checking in online and with a team of professionals at your disposal to assist you during the booking process. It has the integrated loyalty programme Barceló Pro Rewards.

To register your company in the programme, please access Barceló Pro, click on “Register your Company” and fill in the form “new company” with details of the company and administrator. Only the administrator can register the company.

In order to register an additional user, remember that the company must already be registered. Follow the previous process, click on the tab “new user” and fill in the corresponding form, providing the security code as your company ID.

Remember that security or client code identifies your company in our system. You will need it for operations like registering new users belonging to your company. This code will be provided once your registration is confirmed.

The security code or client code which identifies your company in our system. You will need it for operations such as registering new users belonging to your company/agency.

Barceló Pro Rewards is the Barceló Hotel Group loyalty programme that recognizes the efforts of travel professionals and companies to sell our hotels by rewarding them with points that can be exchanged for gifts and stays.

Yesall bookings made through Barceló Pro, for this when booking, must enter your Barceló Pro Rewards user account and then the booking will appear automatically in your Barceló Pro Rewards account, after the hotel guests validate the booking, and then you will receive the points in your Barceló Pro Rewards account.

Indeed.

For any queries or questions, please write to: barcelopro@barcelo.com

my Barceló 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 or our Customer Service and Telephone Bookings number with special content, communications and highly valuable 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, signed up to the my Barceló Programme via www.barcelo.com or through the Customer Service and Telephone Bookings number.

To benefit from the exclusive benefits, the person making the bookings must be the member, who will first need to log in to the my Barceló website. Payment of invoices for bookings shall be made by the credit card included in the booking process. In the event of a booking not being a prepaid booking, payment shall be requested to the client upon arrival at the hotel.

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.

TRANSACTIONS:
All clients start to generate booking communications by registering in the programme.

My Barceló benefits only accumulate and apply toward the guest’s level when the booking is made at Barcelo.com and/or through the Customer Service and Telephone Bookings number and after completing the stay in question (the day after check-out), within a period of 24 months* and from 26 March 2015 (any bookings before this date will not count toward the level calculation).

To calculate the level and application of my Barceló benefits, please note that only the 1st stay will be accumulated if there are consecutive later dates booked at the same hotel. The 2nd booking and any subsequent bookings will be identified as invalid and will not accumulate in your my Barceló stay counter.

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.

To more information, you can check the general terms and conditions of the my Barceló programme.

What do I need to do to become a my Barceló client?
Click on my Barceló and enter the information required on the I WANT TO BE A MY BARCELÓ MEMBER application form. Once you are registered, we recommend that you fill in your preferences in MY INFORMATION AND PREFERENCES. That way, we can personalise our communications and the offers we send you.

I have forgotten my password for the my Barceló account. How can I recover it?
No sweat! 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 the new password.

How can I cancel my private my Barceló 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 the information in my personal my Barceló account?
Access my Barceló with your email and password, go to the MY INFORMATION AND PREFERENCES section and change the information you want.

Why doesn’t the my Barceló stay counter reflect all the stays that I have purchased at the chain’s hotels?
Our programme automatically accumulates bookings (hotel only) made through Barcelo.com or through our Customer Service and Telephone Bookings number, but you must have identified your status as a customer within 24 months* of your stay and after 26 March 2015.

The stay is then added to your account after you have completed it. If you forgot to identify yourself as a customer at the time of booking or were not yet signed up, you can import the stay on this page (provided that you booked through direct channels).

Why can’t I import my stay?
It may be due to several reasons. We suggest that you first verify that the booking was made after 26 March 2015 (otherwise, you cannot add it).

It may also be the case that you made the booking through a different channel outside of Barcelo.com or our Telephone Bookings and Customer Service number. In this case, it is impossible to add the stay.

It could be a flight plus hotel booking. In this case, it is not possible to import it.

It may be the case that you made the booking with a different email than the one you signed up with on my Barceló.

It may be the case that you made the booking directly at the hotel. In this case, it is not possible to import it.

Why hasn’t my level gone up yet?
The my Barceló level is calculated based on two criteria: the number of stays within a 24-month period and their monetary amount.

To go up a level from my Barceló Base to my Barceló Intense, you need a minimum of two stays and an accumulative amount of €600.

If you are already an Intense member and you want to upgrade to my Barceló Unique, you must have a minimum of 4 stays and an accumulative amount of €2,000.

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 that this booking is included in their transactions and they can obtain the maximum benefits.

To be able to import the booking, the following specifications must be met:

- You can only import bookings made via Barceló.com and the Barceló Call Centre, with a check-out in the last 12 months.

- The booking must relate to a hotel in the current Barceló Hotel Group portfolio.

- The email of the person making the booking must be the same as that of the holder of the my Barceló account you wish to import to.

- Bookings for Flight+Hotel packages and those made on other websites, through travel agencies, or other methods that are not Barceló.com or Barceló Call Centre cannot be imported to your my Barceló account.

To more information, you can check the general terms and conditions of the my Barceló programme.

LEVELS:
Currently there are 3 levels of my Barceló guests.

- my Barceló: this is the basic membership level which applies to a client once they register with my Barceló and for the first and second booking made at Barcelo.com and/or the Customer Service and Telephone Bookings number. As a client you will reach the my Barceló Intense membership level after your 2nd stay with us within a 24-month period. A minimum expenditure of €600 is required to qualify for this next level.

- my Barceló Intense: this is the intermediate membership level which applies to a my Barceló client after their 2nd stay with us within a 24-month period (with a minimum expenditure of €600) and for their third or fourth booking made at Barcelo.com and/or through our Customer Service and Telephone Bookings number. As a client you will upgrade from the my Barceló Intense to the my Barceló Unique membership level after your 4th stay with us within a 24-month period. A minimum expenditure of €2,000 is required to qualify for this next level.

- my Barceló Unique: this is the top membership level which applies to a my Barceló client after their 4th stay with us within a 24-month period (with a minimum expenditure of €2,000) and from their fifth booking made at Barcelo.com and/or our Customer Service and Telephone Bookings number.

Your my Barceló membership level is based on your stays with us that were booked through Barcelo.com and/or through the Customer Service and Telephone Bookings number, accumulated over a period of 24 months* from 26 March 2015 (all bookings made before this date are not used when calculating the membership level).

In order to qualify for an upgrade to the next level, you must fulfil the minimum expenditure requirement accumulated from that same date.

BENEFITS:

As of 26 March 2015, Barceló Hotel Group is rewarding all my Barceló Programme members who book through Barcelo.com or the Customer Service and Telephone Bookings number and identify themselves as a my Barceló member with a discount of up to 10% on upcoming bookings, depending on the number of stays accumulated over the last 24 months:

BENEFITS PER LEVEL:
As of 2 July 2015, Barceló Hotel Group offers its my Barceló guests a complete package of benefits, depending on their level in the aforementioned rewards programme.

For more information, take a look here.

As a result of the circumstances brought about by the COVID-19 pandemic, the Barceló Hotel Group has adapted its operations to comply with recommendations issued by the health authorities and thus some my Barceló loyalty programme benefits may be affected during your stay. If we are unable to offer any of the services, we will do everything we can to offer you an alternative benefit, subject to availability at the hotel.