Where should I begin... We just returned from a week at the property. We were traveling for a friends wedding.
Upon checking in and making our way up to our room we were greeted by a nice lizard in our bed! Now I know we are in a tropical environment and all but ick! That was just the first of many surprises in our room.... Stated in our travel documents it said we were suppose to have fresh fruit and tequila in our room... Well all of our friends had that in their rooms- but we had none. After a long day of travel I removed my shoes only to feel excess amounts of sand all over the floor of our room! After noticing that I figured I had better flip back the sheets to check them out... Sure enough, sand and Hair were present there too! I honestly don't think our room had been cleaned since the last person that stayed in it. Maybe just a quick tidy up! Bath towels were also stained and well worn and drain in the shower was terrible.
After making note of all these things that should be simple things to be done my husband made his way to the lobby to speak to someone to get them taken care of. They promised our room would be cleaned and fruit/tequila in there by the time we returned from dinner.... Well when we returned from dinner at 10pm... The maid was just getting there. She was friendly and was trying to get the sheets swapped and floors cleaned as fast as she could. But again they had over 2 hours to get this completed and by this time we were falling asleep out in the hall. Fruit and tequila was still not there. (finally received fruit & champagne two days after check-in)
Room overall:: Beds are as hard as concrete. Pillows are okay. Towels are stained and worn. Hairdryer looked as if it had caught on fire once before-needed replaced! Air vents looked filthy. Just plain needs a great facelift!
Buffets:: Decent service, good selection, plenty of room so never had to wait.
Restaurants:: Hostess were extremely rude! Never smiled... and I mean never. This was at all the restaurants (we didn't try the seafood one, so not sure about there). One at the steakhouse even took it to another level and rolled her eyes at someone in our group a couple times. Servers were pretty good. When we had good service we would make sure they knew by leaving a generous tip. Sometimes they would seem thankful and other times like it didn't matter.
Our favorite restaurants were the Japanese (we ate their twice) and the Mexican(Jose at the Mexican restaurant was the best server we had all week). The Steak House was okay, nothing fabulous and the Italian we could have went without!
Pool & Beach:: Pool area was kept tidy and clean. It is huge. Even though its size, I would recommend getting up and out there to get your chairs by 7:30am. It fills up fast!! I am an early riser so I never had a problem. The beach is pretty, but chairs have definitely seen there days- worn and sagging in the middle. Beach is also extremely rough on feet! Tons of broken shells and cigarette butts- ick. Never did I see anyone out there racking the sand (which at every other resort I have ever stayed at they do). Water is clear and you can do lite snorkeling right off the beach. Pool & Beach Towels are GROSS. They need to get new asap. Faded, torn, and stained.
Pool Bar:: Service is probably the worst on the entire property. None of the staff smiles. They are under staffed BIG time. I would definitely suggest they make some changes here asap. The pool bar is where people mingle to have a fun afternoon, and to me it was never fun being over there. You could stand for a good 5 minutes without being acknowledged. One day I when I went up to ask for a bottled water I was told they were OUT!!! I was asked if I'd like a glass of tap? Are you kidding me?
***Also they do not wait on you- so every time you want a drink you have to make your way to the bar to get one yourself. Not my idea of relaxing. Again I have NEVER been to a resort where there are no waiters. There is also no food service at the pool***
Lobby Bar:: Rude staff bartenders and servers. You could sit at a table for 15 minutes with an empty glass before being asked if you'd like another. We tried tipping again to improve this- didn't help. She seemed extremely ungrateful and like she hated her job.
Restrooms:: Throughout the property were not kept very tidy. The two that jump out to me are: the lobby restroom located by the bar- smelled of sewer bad. The restroom by the towel stand at the pool- smelled of sewer, wet toilet paper alllll over, disgusting! Needed to be tended to at least every other hour. I wanted to gag going in there- wear your sandals or better yet... make the trek back to your room.
Dinner Reservation System:: Where do I begin.... Never have I ever experienced something like this! Good luck trying to get reservations. My suggestion is to make all of them the day you arrive- even though that is the last thing you want to do- do it. Many times I would go try to make a reservation and I was told the earliest was 9pm... really? Well then a friend of ours who had a "gold" band would go try to make one and they would get a 7pm... Strange. When we would be at the restaurant (any of them) there were ALWAYS tables open... Liars. The system is totally out of whack and extremely unjust. Unless you want to eat buffet for breakfast, lunch, and dinner every single day/night you are there- make your reservations asap- not kidding.
Wrist Bands:: Or should I say "status" bands! Every time you go to make a reservation, order a drink or speak to anyone- they look at you and look at your band. It is very evident too- makes you feel uncomfortable.
Wifi and Room Service:: They are available throughout the property. If you have a "Gold" band they are free if you have any other color they are extra. (at least that is how it was while we were there).
Many people in the entire group of 70+ people that traveled for this wedding experienced the same things we did. Some even reported their rooms smelling of sewer. One even had standing water in their room upon arrival... It was cleaned up and they were not given a different room.... ick.
I am sure I am not covering everything...
Overall would I stay here again? NO
Would I stay at any Barcelo property? NO
When you have a group of 70+ people travel and stay at your resort you expect great service. The service at this property overall is about a 4 out of 10 in my opinion.
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- Also Known As:
- Barcelo Maya Tropical Hotel Puerto Aventuras
- Barcelo Puerto Aventuras
- Barcelo Hotel Puerto Aventuras
- Barcelo Maya Tropical Riviera Maya/Puerto Aventuras, Mexico