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Reviewed October 3, 2018 via mobile

We arrived at this hotel having paid all inclusive, this concept seems to have escaped them a bit as you have to pay extra for 1) pool towels 2) room safe etc. But some how the hotel managed to make us feel like a second class citizens.
The good points. I emailed the hotel before hand asking for my requests. All of which i got. The food in the restaurant is very good with a massive choice. The hotel over all is good but it escapes me how it managers to retain a 4 star rating as some of the public areas are very tired. some of them boardering on unsafe or dangerous, like the wooden bridge to the pool bar is a bit wobbley underfoot. And alot of the public paths have broken tiles and missing stones. This is a trip hazzard and i have seen two old lady's fall already and have only been here three days.
The bad points are
1) This hotel is set on a very steep hill.
2) The photos online, give the impression that the hotel is on the beach! What is not shown is, infront is a shopping centre and a road. Then the green area on the photo is a nature reserve. So you have to walk round. Or take the bus from reception.
3) The royal level idea shows you what you could have had but as second class minims you are not possibly permitted to use that.
4) The damage in our room on arrival 9219 was quite alot, too much to list but the main thing was the floor as i cut my foot on this the first night!

Date of stay: October 2018
Trip type: Traveled as a couple
Thank Neil G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Director de Relaciones con Clientes at Occidental Jandia Mar, responded to this reviewResponded October 5, 2018

Dear Neil G,

According to the description you give us in your review, we believe that you have been staying at our neighboring Occidental Jandia Playa Hotel. Anyway, please be assured that your comments will be taken into serious consideration and that they will help them to improve their services. Thank you for your time and despite the issues you have raised following your stay, we hope that Barceló will remain an option for your next holiday and that we will have the opportunity to restore your faith in our company in the near future.

Regards,
Guest Experience

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 2, 2018 via mobile

We are currently on a 10 day visit to this hotel, having stayed at all inclusive hotels in the Greek islands and the Caribbean I would say that the quality of food is not very good, last night the food was dried out and cold, the selection of cocktails is very limited unless you pay for them, never experienced this anywhere before, although the hotel is very nice I doubt I would return or recommend to friends.

Date of stay: October 2018
Trip type: Traveled with family
Thank RobertB5308
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Director de Relaciones Públicas at Occidental Jandia Mar, responded to this reviewResponded October 4, 2018

Dear Mr. RobertB5308,

In Barceló we strongly believe that there is always room for improvement and your comments will assist our team in their continuous efforts aimed at meeting our guests' expectations, therefore we greatly appreciate the time you took out of your day to share your constructive critics.
We were very saddened to read your disappointment with the dining expériences, at Barceló we know that meals are an important aspect of our guests' overall holiday expérience therefore we will make sure to take your comments into account to improve in this aspect of our services.
Once again we thank you for sharing this feedback with us, please rest assured that the information you have provided will be used accordingly to enhance our future guests' experiences among us and we hope you will visit us again in the future.

Kind regards,
Guest Experience


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 1, 2018 via mobile

After travelling five hours to get to the hotel, and waiting in huge ques we arrived in reception to be told they have double booked our room and they had not one room in the hotel for us, because of this we couldn't stay the night there as planned and paid for. Reception staff where not only rude and very unsympathetic there was not an apology throughout this experience. We was then told we had to stay in the another hotel near by and they would arrange a taxi. This is one of the many lies they told and at the other end they had not paid for the taxi as promised so we had to sort this ourselves. Again after waiting a good half an hour at a time in ques we finally got to our room at the back of the hotel and had a awful night sleep, due to one of the very drunken hotel guests trying to get into our room. As we was told to come back in the morning for our room that's exactly what we did, after having to go through the whole taxi problem again. We arrived back at the Mar at 9.00 in the morning of some hope of sorting all this out and being able to start our holiday at a normal time to again be told we have no room and we will have to wait until 12. Again no appoligses throughout and we even had to ask for some kind of compensation for this disgusting experience as we wasn't offered anything of their own back. We was then offered things we wasn't even going to use anyway. After taking three days out of our holiday to sort this out it was finally over. Hotel itself is nice and with big rooms but don't expect a double or a pool view with your pool room as there is always a tree to block the whole balcony. Don't expect to be delt with quickly at reception as there is always a long que and entertainment on the night is poor quality and you will be sent to bed at 11 when the bar closes.

Date of stay: September 2018
Trip type: Traveled as a couple
6  Thank kateyf574
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Director de Relaciones Públicas at Occidental Jandia Mar, responded to this reviewResponded October 5, 2018

Dear Mr kateyf574,

Thank you for the time you took out of your day to share your comments regarding your recent stay in our Occidental Jandía Mar hotel.
Overbooking is a highly exceptional situation for Barceló that is prevented by proceeding with a sales stop on all sales channels whenever we reach a certain amount of bookings for a same period, unfortunately it may happen that a booking is made simultanesly and passes through. In these cases, we immediately inform the collaborating travel agents so as to offer an alternative accommodation in the same area and with similar characteristics to ensure our guests can enjoy the holiday they have been looking forward to, striving to minimize the impact on their overall holiday expérience, please accept our sincerest apologies for any inconvenience occured.
Regarding the incident about the taxis, we are sure that it has occurred due to a communication fault, because as a rule, in these cases the hotel is always responsible for the payment. We were very disappointed to read your experience, whilst an apology will regrettably not alter the outcome of your experience on this occasion, please believe we do extend it with all sincerity.

We sincerely lament reading that your stay was not as pleasant as it should have been and we would be very pleased to welcome you again in the future ensuring you in advance of our utmost commitment to make your next Occidental holiday experience an unforgettable one for all the right reasons.

Best regards,
Guest Experience

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 1, 2018

Hotel sell all inclusive option and you have to pay for SPA, beach towels. Poor food, cockroaches, uncomfy beds, instead of double, we had two beds joined a topper with zip, I don't recommend this hotel.

Date of stay: September 2018
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
1  Thank jabash7174
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Director de Relaciones Públicas at Occidental Jandia Mar, responded to this reviewResponded October 5, 2018

Dear Jabash7174,

Thank you for the time you took out of your day to share your comments regarding your recent stay in our Occidental Jandía Mar hotel.
We sincerely lament reading that your stay was not as pleasant as it should have been and we would be very pleased to welcome you again in the future ensuring you in advance of our utmost commitment to make your next Occidental holiday experience an unforgettable one for all the right reasons.

Best regards,
Guest Experience

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 30, 2018

My wife and I have just returned from a holiday from hell at the Occidental Jandia Mar. The staff at reception are the most ignorant people we have ever come across. We had an incident with Anja and when I asked for the Manager a man (you could not call him a gentleman) came out to us in an aggressive manner and spoke to us in Spanish and when I asked him if he spoke English he refused to answer and when I looked at his name plate on his chest he covered it up with his hand so that I could not read it. This was common with the reception staff when a problem arose they refused to speak the English language to those who could not speak Spanish. Now I witnessed this happening to other speaking English people.The food is the same all the times the only difference is the fact that it is a different day, cold and an example the rashers every day were presented practically raw. The room was tidy when we arrived and in the bathroom there was four small bottles of liquid to shower so after travelling for over twelve hours we decided we needed a shower expecting that the soap would be replenished next morning but no, nor the next or next day either. I pointed this out to Kevin at reception and just shrugged his shoulders and said he would look after it. Needless to say he didn't and I had to locate the trolley the next morning and steal some soap in order to have a proper shower.On our second night stay we returned to our room to find that the card keys did not allow into our room,so I had to go up to the reception and spoke to Jonathan and he re-keyed the cards and it took me three trips up to reception and on the third occasion all of a sudden Jonathan could not understand English language despite the fact he spoke perfect English the previous two times I spoke to him. He eventually called a technician to carry out repairs which involved removing the whole door locking system and replacing it at eleven o'clock at night. This is not good for a 4 star hotel. Who ever was attending to our room just straightened out the top sheet as when we were going to bed the under sheets were all wrinkled and hadn't been touched. More importantly the room never had either a brush or mop used on the floor and as a result the room had a lot of creepy crawlies around the place. Now this hotel is certainly not a four star hotel and even perhaps a one star. There was a security guard parading around the place (with a full belt baton, handcuffs and pepper spray) which we never experience before while on holidays at a so called All-Inclusive. On the last night of our stay a huge row took place involving a lot of people which destroyed the night's entertainment. We paid for an All-Inclusive stay but that was not what we got. We were suppose to have access to he two special restaurants one each per week. But when we went to book an night we were told that it would cost us Euro 30 each per visit, so that amounted to E120 to visit the restaurants. Also the pool towels cost us a refundable E20 but here is the sting it cost an extra E2 per towel to change every day which is an extra E28 for the week on top of the price we paid the hotel for the holiday. These are just a few examples of what is not part of a All-Inclusive stay at this so called four star hotel. Now I know that the reply to this review will firstly state a thank you for placing a review and then it will go to state the hotel management will do all in it's power to rectify the issues, but I have gone over reviews other customer's have posted and it appears that nothing is done to rectify any matters, so an appoligy means nothing. We certainly advise people to stay well clear of this hotel and spend your hard earned money somewhere else.

Date of stay: September 2018
  • Trip type: Traveled as a couple
    • Value
    • Sleep Quality
    • Service
5  Thank 100Irishabroad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OccidentalJM, Director de Relaciones con Clientes at Occidental Jandia Mar, responded to this reviewResponded October 4, 2018

Dear 100Irishabroad,

Although we are quite surprised and dismayed by the content of your review regarding your holiday at our Occidental Jandía Mar , rest assured that your comments have been taken onboard and revised by the entire Management team, however we would like to take this opportunity to clarify certain aspects of your review as a simple matter of exactness of the information reported.
To begin, it is with great concern that we read your comments about our staff mostly because their service has been praised many times for their professionalism yet genuine friendliness and we assure you that what you described is not the norm for us.
Regarding the problem with our amenities, we believe that this has been caused by a communication fault, and this is the reason why we would like to extend our sincere apologies for the imperfections of service you describe.
Finallly, we lament that our all inclusive program did not meet your expectations.It surprises us,your comments do not seem to match the usual feedback we receive both onsite and online. Nevertheless.p ease rest assured that your comments will be discussed as we always strive to evaluate the optimal pricing for our future guests.


We sincerely lament reading that your stay was not as pleasant as it should have been and we would be very pleased to welcome you again in the future ensuring you in advance of our utmost commitment to make your next Occidental holiday experience an unforgettable one for all the right reasons.

Regards,
Guest Experience

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