Rest Assured, Guest Services 24/7

Here is a different look inside Guest Services at Barcelo Maya Palace Deluxe, which is just one of the many resorts we offer. I recently stayed at Barcelo Maya Palace Deluxe and had the opportunity to interview the Manager of Guest Services, Andrea Gonzalas. This was a great way to see how a resort handles client issues. Andrea personally explained to me the order of operations for Customer Care in Resort. More specifically, how Guests Services is available 24 hours a day, 7 days a week with a team of dedicated representatives that are able to tend to any need or resolve any concern.  Here are the top questions I asked…

MB: How does the Guest Services department communicate with our Apple Vacations Representatives in resort, if there is a customer concern? 

AG: Most times, if there is a customer concern, the guest will first contact the Apple Representative. The Apple Representative will work directly with our Guest Services department in coming to a resolution.  However, if the concern is first brought to Guest Services, our Guests Services department then contacts the Apple Representative to advise of the client situation and how the client situation was solved. We always communicate with our Apple Representatives to ensure our guests concerns are always addressed.  We follow up with a courtesy call to any guest who may contact our Guests Service department, to ensure the guest is completely satisfied.  Guest satisfaction is our goal!

MB: What is the escalation path if there is a client concern?

AG: Guests Services department is called first, and most times Guest Services is able to solve any concern brought to our attention.  The first and most important step if there is a customer concern is to contact Guests Services or the Apple Representative on resort.  Waiting to express any concern after a guest returns home makes it difficult for Guests Services to resolve any issues.

I think there is nothing more comforting than having a friendly and knowledgeable staff that will help make your stay unforgettable. If you are in resort and feel something is not being delivered as promised, make sure you speak up while in resort so you can experience the Apple Vacation you dreamed of!

Reviews of the Barcelo Resorts Complex

Another review from James Reese — next up Barcelo Maya Palace.

I’ve had the pleasure of staying at this resort on my trip & Wow! This section of the Barcelo complex in Riviera Maya boasts 7 restaurants, 5 bars and 5 pools!  There’s also an adults only (18+ years old) pool for those clients looking for a little more peace and quiet.

This resort features 756 beautiful and very spacious junior suites with double vanities, double closets, king or 2 double beds, Internet access (free with Premium Club upgrade and $12 per day without), daily stocked beer, soda and water in the mini-fridge and 24 hour room service for a small fee ($7 per plate) — the grilled chicken Caesar Salad was delicious.

Children will love the Barcy Kids Club with its own water park!  The beach along the entire Barcelo complex is absolutely beautiful!  Guests can enjoy a different show every night of the week in the massive air-conditioned theater.

A note on dining — Guests staying 3 nights or less are allowed one a la carte dining experience, staying 4-6 nights are allowed 4 a la carte and staying 7+ nights are allowed 6 a la carte.  Tell your guests to make their reservations AS SOON AS THEY ARRIVE!  The a la carte restaurants fill up quickly!  The buffet restaurants had a huge variety and food quality was superb!

This resort has sharing privileges throughout the entire Barcelo complex. I was extremely impressed with the service, food and attention to detail that was offered up by the staff!  You will  love this resort!  It’s a pleaser!

Stay tuned for more Barcelo reviews coming up!