U-Spa Barceló Maya Palace — Attraction in Quintana Roo

Dear representatives of U-Spa Barceló Maya,

I would like to express my dissatisfaction regarding a negative experience I had at your salon on 12/24/2023. Having booked a massage for 12:00, I arrived on time but encountered several unpleasant situations that significantly tarnished my experience and left me deeply perplexed.

Incorrect notification of time. Upon arriving at the salon at 11:30am, I was informed that I was half an hour late. I showed the receipt clearly stating the massage time as 12:00pm, indicating an error on the part of your staff.

Lack of access to the pool area. After being informed of the massage rescheduling to 1:30pm, I was denied entry to the pool area, citing my pregnancy at 4 months. However, no documents were provided to support the restriction on accessing the relaxation and pool areas. This has left me feeling DISCRIMINATED against and profoundly disappointed. I swimming in the pool and take a hot bath or hot shower every day. I do all this on the hotel area, but I can't do it on the spa area. Why?

Massage cancellation. Due to the aforementioned circumstances and the unavailability of alternative salon services, I was forced to cancel the massage. This led to an extremely negative impression and significant emotional distress.

Additionally, I want to highlight an issue with the bathroom exhaust In hotel Barceló Maya Palace. The exhaust system doesn't work. For five consecutive days, the maintenance technician has not arrived, despite daily assurances of prompt repair. The increasing humidity in the room has become unbearable, requiring constant ventilation by turning off the air conditioner, causing additional inconvenience.

I address the hotel management with the question: "Would you enjoy your own stay under such conditions and with such a level of service?

Thank you for...

My wife just had awful experience with this Spa salon.

To start with, they mixed up her massage session time. When she arrived at 11:30am they said she was late, although the reservation ticket had 12:00pm on it. When they realized their mistake they did not apologize, but just moved her session to 1:30pm (without even asking if the new time worked for her!)

What followed was even worse. My wife asked if she could wait in the waiting area (with pools etc.) and they denied her access to the waiting/pool area due to her 4 month pregnancy. Since when pregnant women are not allowed to stay in the waiting area? Are pregnant women not allowed to soak in the pool or what? If so, why was she even allowed to stay in the hotel full of pools? And we are talking about 4 months pregnancy, not even remotely close to her due date. This was the worst case of discrimination we had ever experienced.

Again, no apologies followed as if this kind of discrimination was totally normal to them. We are still shocked by this situation and will avoid this Spa salon (and probably the whole resort as well)...

Had a pretty awful experience at the spa today. I booked 2 services and the tech I had was not great. She was really rough with my body - to the point I think my rib is bruised, didn't explain or walk me through what to expect. I felt like I was annoying her if I said anything and got to a place where I froze and couldn't speak to give feedback any longer. There was no communication at all on her end. Several times during the treatment I was trying not to cry. I've been to many spas all over the world and have never felt like this before. I was encouraged by friends to speak to management about it and was in tears by the time I left. There was no apology or anything. The most they offered was for me to come back for a free 25 minute...