MsLeFever
WPASADI II Co-Winner
- Joined
- Oct 30, 2003
- Messages
- 4,133
Just got this e-mail from my brother about a resort he and his wife and baby are visiting - I figured I'd
a) pass the word and
b) share a scary vacation story that I figured you'd find interesting...
We got to the Barcelo Palace Deluxe around 4:30pm. There was a huge throng of about 50 people all waiting to check in. After waiting in line for an hour, I got to the front desk and explained our situation (airport in Syracuse closed due to weather, not leaving until a day later, etc.). The guy looked for my reservation, and I asked if there was any chance he could get us a room for Wednesday so we could still have a four night stay. He said he would see what he could do, and told me it could take a half hour or so. I said, if he could do it, then no problem.
The next thing I know, we've been waiting for 2 and a half hours. Remember,
we still haven't checked it. Many other people are in the same boat, and people are getting angry, myself included. But I kept calm and waited. Finally, after being a perfect angel and having her diaper changed in a handicapped stall because we still don't a room, DD has had enough. She's hungry and starts crying. I grab a desk clerk who's running around, and tell her that we've waited long enough. (Keep in mind, there are still many people waiting 2 hours or more without getting a room.). She goes into the back room, and we wait some more. Meanwhile, I over hear a clerk tell 2 couples traveling together that they are going to have to share a room.
Finally, the first clerk comes by and says that there's a problem because "our
reservation isn't in their system yet.". At this point, DD was screaming,
so DW had taken her back to the public restroom to feed her, and I blow up.
I'm not proud, but I did. I shouted at the top of my lungs, "Don't give me
that!! You have my G-d damn reservation! I have a 6 month old child, we've
waited 3 hours just to check in, and we're not staying in the (*&^ lobby!
Get me a (*&^%% room!!!" The lobby was still filled without about 40 to 50
people still trying to get their rooms; a hush fell throughout the lobby; and
the desk clerk turned and went back into the back room. An elderly couple came over and offered their sympathies, another couple with 4 girls came over and also agreed that this wait was ridiculous.
But it gets worse...
The clerk comes out and tells us that he got us a room at the Barcelo Premium Resort, which is part of this same complex. I again got ticked, because that's not what I paid for. He refuses to tell me that I'm going to get any money back, and even told me that there was NO manager on duty. A FIVE STAR RESORT WITH NO MANAGER ON DUTY?????!!! That actually appeared to be the case. I had no choice. It was now about 8pm. We needed a room.
So they take us and our luggage to a golf cart kind of vehicle, and drive us
for about 5 minutes to the Barcelo Premium. We check in there, and go up to our room. And it's a crap hole. It smells like mildew. The floor is gross, and the bathroom is disgusting. (Needless to say, there wasn't a jacuzzi on the balcony, either.). The bed is like plywood, and there's no crib. There's not even a clock.
So, our story is still waiting for it's end. I've been on the phone with
Expedia, and have talked with the assistant manager at the Barcelo Premium, who actually was quite nice. As it now stands, we are SUPPOSED to be checking into the Palace Deluxe tomorrow. As I explained to the assistant manager, I'm not waiting at all tomorrow. I'm talking to the Premium manager, who will call the Palace Deluxe and make certain someone is waiting right there when I return. The kicker is that we won't be able to check in (and I'll believe it when it happens) until 3pm.
We've already met 2 other older couples in the same boat, and are staying
tonight here at the Premium. They all heard my eruption, and agreed that it was warranted.
Never in my life have I witnessed such offensive, insensitive, unprofessional,
abysmal service. Barcelo resorts should be ashamed. I told Expedia that it
should immediately remove this resort from it's listings. The Expedia rep
agreed and has contacted it's corporate office. He has been trying for over an hour to speak with someone at the Palace Deluxe, and has been unsuccessful.
I also spoke with a man who was checking out. He came over right after my
blow up. He told me that the resort itself is beautiful, but the service
throughout was terrible. He said the restaurant service is a waste. He said
everyone he spoke with all said the same thing: Their stays were "one and done." No one he spoke with is ever coming back to Barcelo Palace Deluxe.
Spread the word. This place stinks.
Oh, and I'm typing this out here in bed, with no wifi, so by the time you get
this email, things will have progressed. I'll keep you all posted. On the
bright side, the weather is beautiful!
a) pass the word and
b) share a scary vacation story that I figured you'd find interesting...
We got to the Barcelo Palace Deluxe around 4:30pm. There was a huge throng of about 50 people all waiting to check in. After waiting in line for an hour, I got to the front desk and explained our situation (airport in Syracuse closed due to weather, not leaving until a day later, etc.). The guy looked for my reservation, and I asked if there was any chance he could get us a room for Wednesday so we could still have a four night stay. He said he would see what he could do, and told me it could take a half hour or so. I said, if he could do it, then no problem.
The next thing I know, we've been waiting for 2 and a half hours. Remember,
we still haven't checked it. Many other people are in the same boat, and people are getting angry, myself included. But I kept calm and waited. Finally, after being a perfect angel and having her diaper changed in a handicapped stall because we still don't a room, DD has had enough. She's hungry and starts crying. I grab a desk clerk who's running around, and tell her that we've waited long enough. (Keep in mind, there are still many people waiting 2 hours or more without getting a room.). She goes into the back room, and we wait some more. Meanwhile, I over hear a clerk tell 2 couples traveling together that they are going to have to share a room.
Finally, the first clerk comes by and says that there's a problem because "our
reservation isn't in their system yet.". At this point, DD was screaming,
so DW had taken her back to the public restroom to feed her, and I blow up.
I'm not proud, but I did. I shouted at the top of my lungs, "Don't give me
that!! You have my G-d damn reservation! I have a 6 month old child, we've
waited 3 hours just to check in, and we're not staying in the (*&^ lobby!
Get me a (*&^%% room!!!" The lobby was still filled without about 40 to 50
people still trying to get their rooms; a hush fell throughout the lobby; and
the desk clerk turned and went back into the back room. An elderly couple came over and offered their sympathies, another couple with 4 girls came over and also agreed that this wait was ridiculous.
But it gets worse...
The clerk comes out and tells us that he got us a room at the Barcelo Premium Resort, which is part of this same complex. I again got ticked, because that's not what I paid for. He refuses to tell me that I'm going to get any money back, and even told me that there was NO manager on duty. A FIVE STAR RESORT WITH NO MANAGER ON DUTY?????!!! That actually appeared to be the case. I had no choice. It was now about 8pm. We needed a room.
So they take us and our luggage to a golf cart kind of vehicle, and drive us
for about 5 minutes to the Barcelo Premium. We check in there, and go up to our room. And it's a crap hole. It smells like mildew. The floor is gross, and the bathroom is disgusting. (Needless to say, there wasn't a jacuzzi on the balcony, either.). The bed is like plywood, and there's no crib. There's not even a clock.
So, our story is still waiting for it's end. I've been on the phone with
Expedia, and have talked with the assistant manager at the Barcelo Premium, who actually was quite nice. As it now stands, we are SUPPOSED to be checking into the Palace Deluxe tomorrow. As I explained to the assistant manager, I'm not waiting at all tomorrow. I'm talking to the Premium manager, who will call the Palace Deluxe and make certain someone is waiting right there when I return. The kicker is that we won't be able to check in (and I'll believe it when it happens) until 3pm.
We've already met 2 other older couples in the same boat, and are staying
tonight here at the Premium. They all heard my eruption, and agreed that it was warranted.
Never in my life have I witnessed such offensive, insensitive, unprofessional,
abysmal service. Barcelo resorts should be ashamed. I told Expedia that it
should immediately remove this resort from it's listings. The Expedia rep
agreed and has contacted it's corporate office. He has been trying for over an hour to speak with someone at the Palace Deluxe, and has been unsuccessful.
I also spoke with a man who was checking out. He came over right after my
blow up. He told me that the resort itself is beautiful, but the service
throughout was terrible. He said the restaurant service is a waste. He said
everyone he spoke with all said the same thing: Their stays were "one and done." No one he spoke with is ever coming back to Barcelo Palace Deluxe.
Spread the word. This place stinks.
Oh, and I'm typing this out here in bed, with no wifi, so by the time you get
this email, things will have progressed. I'll keep you all posted. On the
bright side, the weather is beautiful!
