This resort has all potential to be a solid 4.5 star resort but seem happy with continuing to keep certain standards which will always keep it a 3 star. The first week of February I suffered a "very mild" heart attack and was in need of rest so my husband and I waited until I had doctor's permission to travel and booked on Thursday night to leave for Cancun on the Saturday.
We arrived in Cancun, had trouble with our luggage getting to us in a timely manner, got outside and had no transportation to our resort. But not the hotels fault for that.
We finally arrived at the resort were welcomed by the front desk staff (not getting the welcome drink as advertised either)and made it to our room. When getting to our room we were given a 2 doubles instead of the king requested. Nothing wrong with the room itself but went down to request and upgrade. Upgrade to oceanveiw would be an extra 38 US per day , I said that was fine and was instructed to come back in the morning to arrange for our new room.
This resort is absolutely fantastic, very clean , and the wait staff cater to your every need as allowed.
However this is where things start to fall apart, went for the upgrade was told no rooms available after being assured there would be one in the morning. Finally after 2 days of asking I decided to just keep the room we had, again nothing wrong with the room I just wanted a room facing the ocean. The food is what will keep this resort from ever being a 4+ , in my opinion that was the only downfall. The buffets are not bad but very repetitive, and try to hard to be fancy instead of just serving good quality items. Breakfast is interesting and if you are looking for bacon STOP because there isn't any. If you are lucky they may have some bacon bits and pieces hidden with the cook that you can have in your omelette but that's if your lucky and she let's you have some. The food in the serving dishes are lukewarm rather you are there when the restaurant first opens or an hour later, only expect hot food if it is cooked right in front of you. As for supper same thing pretty much every night just a different name on it , for example, beef in a red wine sauce, served the next night as beef in a mushroom sauce. No imagination, stop trying to be fancy and work on the quality please.
After 3 days we started to just go off the resort for meals. On the up side the soups offered in the buffets were fantastic. I cannot comment on the Al a carte's as we did not partake in them.
The wait and room staff are always friendly and are 5star quality. Front end staff are cordial but no sense of urgency at any time.
Now the reason for my biggest disappointment and the reason I question ever returning to a Barceló property. Tuesday evening after returning from dinner we got to our room and found a piece of paper with our room number on it and it was written in Spanish or myan not sure which so I took it to the front desk and asked what it was. There I was told that it was a "special valentine's promotion" an upgrade to Barceló Beach resort in Riviera Maya for February 14th at no extra cost.
I asked to see it written in English and the next day I was given the English version. I spoke to Adrianna and told her that I was not willing to go unless she assured me that our room would in fact be ready when we arrived as it was valentines day, and it is a special day for my husband and I. I also stated that I would like to leave early enough in the morning to be able to enjoy the whole day at the resort . Adrianna, with a smile on her face, said she had called the Maya resort and they assured her our room would be ready, do not worry. I agreed to the move and told her what time we would like to leave.
On Fri morning our transportation arrived and there happened to be 6 other couples waiting for the drive for the "special promotion". That should have been my first clue that the day was ruined but was thinking everything would be fine because Adrianna ASSURED me it would be.
The drive is about an hour or so from start to finish not bad at all. We arrived at the Barceló Maya Beach Premium resort only to be told there were no rooms available and they did not know that we were even coming and we could not get a room until 3pm !!!! After enough of us argued the staff frustrated, as well they should have been, said some rooms might be available at 10am, proceeded to give us our bracelets so we could eat breakfast at least while we wait.
I will tell you right now I would have never agreed to anything but was ASSURED all would be taken care of .
We had breakfast and I must say Tucancun just needs to use the Maya Beach menu and all would be good. 10 came and went and still no room, tried to get a sitting for a al a carte and was told there was not any available for that evening. I was so disappointed, here we were on valentines day with no room and no special dinner for two as planned, at least if we would have stayed in Cancun we could have gone out to dinner but at this resort you are not near anywhere else to go. Long story short we finally got our room , again 2 doubles instead of the king requested, and spent our special day in a buffet room for dinner. Thank you Adrianna and Barceló resorts for wrecking what should have been a wonderful day for my husband and I.
So if you ever receive one of these so called special promotions odds are the hotel was overbooked and it was not a promotion at all just their way of making room for new guests.
I still must give credit to Adrianna she can lie straight to your face and do it with a smile on her face . We were not the only couple that were told everything was arranged and like us some of the others said they would have just stayed where we were if we knew this is how it was going to turn out.
Tucancun lovely resort, but I hate being deceived and so will others, again thank you for ruining what should have been a special day.
- Official Description (provided by the hotel):
- Well located, with spectacular beach, mostly all the rooms looking for the ocean. ... more less
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- Also Known As:
- Barcelo Hotel Cancun
- Barcelo Hotel Tucancun Beach
- Barcelo Tucancun Beach Hotel
- Tucancun Hotel
- Cancun Barcelo
- Barcelo Tucancun Beach Resort