- FAQs
- Contact form
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General information about Barceló
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Information about hotels and facilities
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Mange bookings, discounts and promotions
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my Barceló loyalty programme
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Help for professionals with Barceló Pro and Rewards
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 contact our call centre team by phone. 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 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.
- 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 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.
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.
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 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.
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 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.
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 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.
It's really easy. Contact ourCustomer Service team and they will be happy to help you with any queries you may have. View 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 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.
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 application of cumulative discounts will be adjusted to the limit set by hotel.
Frequently asked questions about the my Barceló loyalty programme
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.