Based on my experience, I believe several critical areas need immediate attention and improvement: First and foremost, as a Barceló Unique Member, I expect a higher level of recognition, service, and care. I’ve stayed at Barceló hotels more than 12 times worldwide, including multiple times at the Occidental Caribe, and this was by far the worst experience I’ve had. Upon arrival, I was greeted by a massive line at check-in. There were no seats available for my wife and son, and no welcome drinks were offered despite the heat. My wife had to leave the line to get drinks from the bar, which should never happen at a hotel of this caliber. After standing in line for 2.5 hours, I finally received my room key. This is unacceptable for any guest, but particularly for a loyal, high-status member who had made a special request for our anniversary celebration, which was ignored entirely. I requested a room upgrade, as I usually receive at other Barceló locations, but was curtly told no, without explanation. When I mentioned my Unique Member status, the front desk staff responded, “What’s that?” I was in disbelief that they were unfamiliar with their own loyalty program. To make matters worse, I was given one of the furthest rooms (7412) on the 4th floor of the 7th building, despite knowing from previous stays that better rooms were available closer to the main area. Additionally, there were no welcome drinks in the room, something that other Barceló hotels, including the Occidental Caribe, usually provide to loyalty members. The poor service extended to the following day when my son forgot his room key card in the car. I approached the front desk, and an employee named Emeli Fortunato treated me rudely in front of my family. When I requested a new key, she refused unless I paid $23, claiming it was my responsibility. She became argumentative, insisting that I was told this at check-in, which was untrue. I had to tell her to stop arguing and asked to speak to her supervisor. She initially refused, saying she didn’t have one, which I knew was a lie. After much persistence, Juan Vazquez intervened to resolve the situation. The next morning, I met with Manager Alberto to explain the situation. This experience left me feeling unwelcome, and I regret spending my money on this stay. I have always been a loyal Barceló guest, but this was the first time I have ever felt compelled to leave a negative review. That said, I would like to acknowledge and thank CSR Martires, an excellent employee at Barceló. Unfortunately, he was on vacation during our stay, but he returned on our last day and made us feel welcome. When we explained how poorly we had been treated, he apologized and showed the same excellent customer service we’ve received from him in the past. It’s too bad he wasn’t there on the day of check-in, but kudos to Martires for exemplifying the kind of service I’ve come to expect from Barceló. In summary, I urge the hotel to improve staff training, parti
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