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Frequently asked questions about Barceló

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Information on Barceló Hotel Group Information on Barceló Hotel Group

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

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How does your customer service work? How does your customer service work?

Barceló Hotel Group has a Customer Service and Bookings Telephone number, which is committed to providing our guests excellent service. You can get in touch by telephone, live chat or via our contact forms.

View our telephone numbers by country here.

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How do I contact customer service? How do I contact customer service?
  • 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.
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What is Barceló Hotel Group's corporate address and telephone number? What is Barceló Hotel Group's corporate address and telephone number?

Barceló Hotel Group

José Rover Motta, 27

07006 | Palma de Mallorca

Balearic Islands | Spain

Tel. +34 971 771 700

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Would you like to make a complaint about your stay at a hotel? Would you like to make a complaint about your stay at a hotel?

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

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Our hotels Our hotels

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.

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What is the Barceló All-Inclusive Programme? What is the Barceló All-Inclusive Programme?

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. 

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What is the Premium Level? What is the Premium Level?

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

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What is the Royal Level? What is the Royal Level?

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

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Information on Barceló Bávaro Grand Resort (Punta Cana/Bávaro Beach, Dominican Republic) Information on Barceló Bávaro Grand Resort (Punta Cana/Bávaro Beach, Dominican Republic)

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.

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Information on Barceló Maya Grand Resort (Mexico) Information on Barceló Maya Grand Resort (Mexico)


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.

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What does the all-inclusive package include at Barceló Tambor Beach? What does the all-inclusive package include at Barceló Tambor Beach?

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.

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What are the check-in and check-out times for Barceló Tambor Beach? What are the check-in and check-out times for Barceló Tambor Beach?

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).

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Information on transport from San José to Barceló Tambor Beach hotel Information on transport from San José to Barceló Tambor Beach hotel

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

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How do I book? How do I book?

 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.

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How do I change or cancel my booking? How do I change or cancel my booking?

If you booked through our Customer Service number, 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 the Barceló Telephone Booking Service), please contact the third-party company directly.

If you booked through another company (you didn't book through Barcelo.com or through the Barceló Telephone Booking Service), please contact the third-party company you booked with.


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.

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How do I cancel my booking? How do I cancel my booking?

If you booked through our Customer Service Telephone number, 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 the Barceló Telephone Booking 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.

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What are the check-in and check-out times for the hotel? What are the check-in and check-out times for the hotel?

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.

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What are special discounts and how do I apply them? What are special discounts and how do I apply them?

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 55.

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

 

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.

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What is Best Price Guaranteed Plus? What is Best Price Guaranteed Plus?

Barceló Hotel Group is committed to offering the best rates to our guests on barcelo.com and on our Call Center. If the price of your room drops on our own site (or Call Center) or you find a better rate on another website, we will match the price for you. Please click here for more information.

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What is a 'No-show', and from what time is it applied? What is a 'No-show', and from what time is it applied?

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.

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What age is considered a baby? What age is considered a baby?

In general, a child between from 0 to 1.9 years of age(under 2 years old)  is considered a baby.The age you should enter when you book is the baby's age at the date of checking in to the hotel.

*The hotel can request proof of the baby's age. If a valid document is not shown at check-in, the hotel reserves the right to request payment for the child’s supplement.

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From what age is a child considered an adult? From what age is a child considered an adult?

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.

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How do I book a group holiday? How do I book a group holiday?

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 Telephone number, who will liaise with the hotel to process your booking in accordance with our exclusive group booking policy.

View our list of telephone numbers.

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I have a promotional code, how do I apply my discount? I have a promotional code, how do I apply my discount?

In step 3 of the booking process you will find an 'Add discount code' field where you can apply your discount voucher.

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How is the application of the voucher calculated with taxes? How is the application of the voucher calculated with taxes?

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).

 

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I have booked with a special discount and the description is only in English. I have booked with a special discount and the description is only in English.

We're in the process of updating our website and soon you'll be able to see the descriptive text of your discount — senior, millennial, army, resident or large family — in your own language.

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

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I applied two cumulative vouchers, but only one shows up on my reservation receipt. I applied two cumulative vouchers, but only one shows up on my reservation receipt.

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.

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How does the application of various promotional codes work? How does the application of various promotional codes work?

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 loyalty programme

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What is my Barceló? What is my Barceló?

The my Barceló loyalty programme is a free and open-to-all scheme designed to reward guests who book through barcelo.com. By opting into this programme, you'll receive a series of exclusive benefits so you can enjoy a personalised experience before, during and after your stays at Barceló hotels.
BENEFICIARIES:

Beneficiaries of the my Barceló programme are individuals of legal age, signed up to the my Barceló programme through www.barcelo.com or through the Customer Service and Telephone Bookings number.


To enjoy the exclusive benefits, the person who books the stays must be the my Barceló member, and they will first need to be logged in to my Barceló. Booking invoices shall be paid with the credit card used in the booking process. If a booking is not a prepaid booking, payment shall be requested from the guest upon arrival at the hotel.


As the person booking and the guest, the my Barceló member is the only person who can take advantage of 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.



TRANSACTIONS:

All members begin to generate booking communications by signing up to the programme.

 

My Barceló benefits only accumulate and apply towards the guest’s level when the booking is made through 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 towards the level calculation).

To calculate the level and application of my Barceló benefits, please note that only the first stay will be accumulated if there are consecutive later dates booked at the same hotel. The second 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 you can enjoy the my Barceló benefits worldwide, 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 the my Barceló general conditions.

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Everything about the my Barceló account Everything about the my Barceló account

How do I become a my Barceló member?
Click on my Barceló and fill out the required information on the I WANT TO BE MY BARCELÓ registration form. Once you're signed up, we suggest you edit your preferences in the MY INFORMATION AND 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?
No sweat! All you need to do is go to the my Barceló top menu and click on FORGOTTEN YOUR PASSWORD? Enter the email address you signed up with and we'll send you an email with your new password.


How do I delete my private my Barceló account?
Log in to my Barceló with your email and password, go to PROFILE and cancel your account by clicking on CANCEL MY ACCOUNT. This option will delete all the information from your account.


How do I update my information on my personal my Barceló account?
Log in to my Barceló with your email and password, go to PROFILE and update the information you want to change.


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 through Barcelo.com or through our Customer Service and Telephone Bookings number, but you must have identified your status as a member within 24 months* of your stay and after 26 March 2015.

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 you make two or more bookings with consecutive dates in the same hotel  (check-out date of one booking = check-in date of the next one) with a Member's account, only one booking will be added to the Programme's stay counter. However, the total amount spent will be taken into account in the Programme's cumulative amount counter.

- If you make two or more bookings with the same dates in the same hotel with a Member's account, only one booking will be added to the Programme's stay counter. However, the total amount spent will be taken into account in the Programme's cumulative amount counter.


- If you make two or more bookings with the same dates in different hotels, only one booking will be added to the Programme's stay counter. However, the total amount spent will be taken into account in the Programme's cumulative amount counter. Why can't I import my stay?
This may be due to several reasons. We suggest that you first check that you booked after 26 March 2015 (if not, you won't be able to add it).

It may be that you booked through a different channel outside of Barcelo.com or our Customer Service and Telephone Bookings number. 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 Base to my Barceló Intense, you need a minimum of two stays and to have spent an accumulative amount of €600.

If you're already an Intense member and you want to upgrade to my Barceló Unique, you must have a minimum of four stays and to have spent a cumulative amount of €2,000.


How can I import a booking to the my Barceló account?
If you booked a stay without being logged in to my Barceló, you can import the booking to your my Barceló account here so that this booking will be included in your transactions and you can get the maximum benefits.

In order to import the booking, the following specifications must be met:

- Only bookings made through Barceló.com and Call Center Barceló will be imported, 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 Call Center Barceló cannot be imported to your my Barceló account.

To find out more, please see the my Barceló general conditions.

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What perks will I get for being a my Barceló member? What perks will I get for being a my Barceló member?

LEVELS:
There are currently three my Barceló member levels.

- my Barceló: This is the basic membership level, which applies to a member once they sign up to my Barceló and for their first and second booking through Barcelo.com and/or the Customer Service and Telephone Bookings number. You will reach the my Barceló Intense membership level after your second 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 member after their second stay with us within a 24-month period (with a minimum expenditure of €600) and for their third or fourth booking through Barcelo.com and/or through our Customer Service and Telephone Bookings number. You will upgrade from my Barceló Intense to my Barceló Unique after your fourth 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 member after their fourth stay with us within a 24-month period (with a minimum expenditure of €2,000) and from their fifth booking through 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* after 26 March 2015 (any bookings made before this date are not used to calculate your membership level).

 

In order to upgrade to a higher level, you must fulfil the minimum expenditure requirement accumulated from that same date.



ADVANTAGES: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 ACCORDING TO LEVEL:
As of 2 July 2015, Barceló Hotel Group offers all my Barceló members a complete benefits package, depending on their level in the aforementioned loyalty scheme.

Please take a look 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.

Frequently asked questions about help for professionals with Barceló Pro and Rewards

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What is Barceló Pro? What is Barceló Pro?

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.

 

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How do I sign my agency or company up to the Barceló Pro programme? How do I add a new user? How do I sign my agency or company up to the Barceló Pro programme? How do I add a new user?

To sign your company up to the programme, please go to Barceló Pro, click on 'Register your Company' and fill out the 'new company' 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. Follow the previous process, click on the 'new user' tab and fill in the corresponding form, providing the security code as your company ID.

 

Remember that the security or member 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.

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What is the Barceló Pro member code? What is the Barceló Pro member code?

The security code or member code identifies your company in our system. You will need it to carry out operations, such as registering new users belonging to your company/agency.

 

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What is Barceló Pro Rewards? What is Barceló Pro Rewards?

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.

What do you need help with?

General information

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I need information about hotel prices I need information about hotel prices

If you would like to book more than 10 rooms, please indicate the number of rooms you require, the number of people, the type of event and any other requirement you may have, in the message field below. We will be in contact with you as soon as possible.

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I need information about celebrating my wedding with you I need information about celebrating my wedding with you
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Bookings at Barcelo.com

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I want to change or cancel my booking I want to change or cancel my booking
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I want to ask for a price match I want to ask for a price match
At the Barceló Hotel Group we offer you a double guarantee: you'll always find the lowest price at Barcelo.com and through our Customer Service Call Centre, and, once you’ve booked, you can rest assured that if you find a cheaper price on another website, or even on Barcelo.com or via the Call Centre, we'll always match it. Check whether the terms of our best price guaranteed commitment apply to you.
Remember to add an image of the website on which you found a better rate, including the date and time of the screenshot.
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I would like to make a complaint about a current or past stay I would like to make a complaint about a current or past stay
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I would like to claim expenses, or make another type of claim (choose a type) I would like to claim expenses, or make another type of claim (choose a type)
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My Barceló Programme

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I'm having an issue with my my Barceló account, or I would like to change something in my account I'm having an issue with my my Barceló account, or I would like to change something in my account
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Can't find what you're looking for? Please drop us a line or call us any time of day


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Spain

00 34 971 92 80 21

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Europe


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Germany 

0800 7777373

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Austria 

+34 971 08 14 57

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Belgium 

0800 10 373

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Belarus 

+34 971 08 14 57

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Bulgaria 

+34 971 08 14 57

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Denmark 

+34 971 08 14 57

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Slovakia 

+34 971 08 14 57

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Slovenia 

+34 971 08 14 57

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Spain 

+34 971 92 80 21

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Estonia 

+34 971 08 14 57