Barceló Guadalajara — Hotel in Jalisco

First time here and last time. Beware of false advertising on their site when booking. Rooms are not what they are advertised to be. When we checked in we had booked a Premium Level Superior room, which shows a bathtub in the picture and can come with 1 or 2 beds. Upon checking in they asked if we wanted one or two beds and I said one. They explained to me the benefits of the PLS rooms and that they are on floors 18 & up. The picrure for the room clearly shows a bathroom with a bathtub, when we arrived in our room, there was only a shower and when I called to let them know they said it wasn't guaranteed. Why advertising something if it's not available? They then proceeded to tell me that rooms with a king bed do not have bathtubs in this category and if I wanted to pay more they could get me a room with a tub. Or, can downgraded to a lower level room with 2 beds not on the PLS floor but still pay the same price, which makes no sense. They also made it clear that apparently in the fine print after you book it states that rooms are subject to availability, (which is nowhere be found). I ended up paying the extra 315p to get the tub which in my opinion is ridiculous that they aren't able to honor their advertisement and have the audacity to charge me extra for it. I shouldn't have had to pay for what I was told I was getting. Nobody was interested in righting the situation even the manager on duty. As you can see in all the pictures and room descriptions there is a tub in the room. We also never had access to any lounge with a panoramic view. Canape and Happy hour were offered on the 2nd floor with no panoramic views, and took 2 elevators to get to. Canapes were offered from 6pm-8pm.and unlimited wine from 6pm-11pm. Once we arrived to our room, we noticed there was no diet soda to drink being diabetic I can only drink diet soda so I called to see if I could get a diet soda and specifically asked if there would be an extra charge and they said "no es cortesía" we waited and it was delivered. We decided to grab some lunch and while walking around to see what was available the front desk lady called my name out loud to tell me a mistake was made and the sodas I ordered were not free even though I specifically asked and she said they were. This staff seems to get a high telling people no and not honoring their word. I should have read more of the reviews before booking since it seems to be a theme with this hotel and their staff. I've noticed they reply with a generic reply saying it will be addressed with staff, but clearly that has not made any difference because like others, we too experienced this rude customer service. We came directly from the RIU and we wanted to try something different but sadly we regret making this decision and wish we would have stayed they extra night at RIU. The value was much better for the Crown Level access and was available from 8am to 11pm. The PLS upgrade here is a joke. Only available from 6pm to 11pm. It's not even on the floor it's advertised to be on. This day it was on floor 2. Overall this hotel is definitely not a 5 star hotel and most definitely does not offer 5 star service. No one greeted us at the lobby when we drove up, no one offered to take my purse and hang it on one of their purse hangers, instead it was left on the floor when we went for lunch. Spa had no water to rinse off after my massage, I let it run for 10min. Reception is only interested in up charging you even when it's their mistake. So many better options to stay in Guadalajara don't waste your time or money here. Now I understand why the hotel was empty. I will never return here unless they reimburse me for payment extra to get what I should of had in the first place. I will also b contacting Barceló Head office regarding...

Simply put the worst service any one can ever expect.

It all started when we reserved for the event of New Year’s Eve. As many low-end businesses do, they upsell their services. We reserved for the event and 2 nights in the hotel, then they upsold a package called “Premium Level” this was supposed to accommodate us in the upper floors of the hotel that coming to find out these floors are labeled on the elevators as “Premium Level”. We were told that we would have our breakfast on floor 19th with only Premium Level guests. We agreed and paid the extra cost for this accommodation for our 3 rooms.

The day we showed I was told our rooms were not paid and had to pay again. I was tired and didn't want to go through my emails and prove them wrong on the spot, standing in from of a counter that had several people waiting in line to check in. So, my response was I know I already paid this but if you need to charge it again just so that I can get my room and go rest we can settle this later. In my mind there was no way they can rip me off. I was placed on floor 18th as part the Premium Level. The next day when the rest of my family arrived, they were asking them to pay again. Which did not happen because my family called me, and I told them I had just paid for the 2nd time. They were given rooms in floors 10 and 14 NOT premium Level. Which when confronted about this and the breakfast not being on floor 19, they said the person that sold us this package was not aware floor 19 was being remodeled. Our keys only work on the elevator to go to the room you are staying in and not to any other floors. I had to go see my family on floor 10, got in the elevator with another person that by coincidence was going to the same floor so I didn’t have to use my key. To my surprise when I wanted to go back to my room on floor 18, I could not use the elevators because again my key only works on my floor and to take me to my floor and no where else. I ended up taking the stairs from floor 10 to floor 18th.

We decided to use their restaurant. Waiter gave us the menu and said there were 2 menus, which is not unusual for me as some restaurants have even 3 or more, wine list, main course, dessert, etc, etc. We ordered and had a decent dinner, asked for the bill, and paid, were walking out headed to our room when the waiter calls us saying, “wait you need to pay the other bill” in front of other guests, this was very shameful. WHY ON EARTH would they bring 2 bills if we only ate at one restaurant!!

The day of the event we walk to the hostess to be told we were not in their list and would not allow us in. After some back and forth they agreed to let us in while they confirmed their records to see if we had already paid. Afet 15 minutes or so the rest of my family arrived and the same happened. They are telling us we have not paid, and we should not be there, all this in front of al line of 10-12 guests, making us look like we are trying to get in with no reservation nor payment. WHO WOULD DO SOMETHING LIKE THAT!! At the end of course we had reservations and had already paid so it all work out, but we were shamed in front of a lot of people.

I have exchanged emails numerous times with Bruno Leoner, Vanessa Cortes, Ivonne Perez, and others to no avail. At this point I’m reaching out to my credit card to fight...

Do not stay here if you're expecting a 5 star service. This is no longer a 5 star hotel under Barcelo.

Stayed recently for five nights and encountered innumerable issues and problems with the hotel that should not exist at a 5 star hotel.

The front desk and security personnel are one of the most unwelcoming, rude unserviceable staff I have ever encountered. Starting with the lack of appropriate staff that at least know english, the staff were constantly harassing me, my group any any other group of people who loitered at the ground floor. Waiting checking in, waiting for the restaurant to open or just sitting for a chat was encountered with constant vigilance and harassment.

Any attempt to visit the spa or pool was found with guards pushing you back between the change of elevators, stopping you often without notice for no reason or to to ask for card accesses on hand.

The rooms are very old and outdated, with lights that did not work or flicker, no microwave, encountered broken bed frames and air ducts that transmit noise to the next room and vice versa.

I paid for a premium room and was given a standard room with the perks of a premium stay, which is underwhelming to say the least. The finishes in the restroom on a floor 15 are drastically different from a 18, 19 and 20 floor room experience.

The bathroom is stingy, inadequate ventilation and the finishes are from a 2 star motel.

The base temperature of the hot water is ALARMINGLY high, and when asked to be turned down due to the risk of burns, i was taken on a roundaround conversation with customer service on the phone. Absolutely terrible.

The parking is low, dark and small. It did not feel safe unloading and loading luggage in the underground parking. The elevators are noisy and can be heard inside the room.

The restaurant on floor 19 is the standard intercontinental breakfast, but the front desk consistently did not update the upper restaurant staff on how many people are expected and what rooms have the buffett service included. Upon each breakfast, coffee or water you grab, you have to sign a paper notepad, generic even, not even branded, with your room number and details. A paper slip is expected of a local restaurant, not a 5 star international brand.

in contrast, the restaurant staff from Agaves restaurant on the ground floor and bar are absolutely amazing, chatting up and keeping up with the the appropriate mood and drinks. The cleaning staff are a dream and helped us out whenever they could in extra towels and cleaning. The restaurant on floor 19 appears to have fresh bread, hotcakes and waffles on demand, which is appreciated. The staff of the upper restaurant is very friendly, serviceable and amazing.

Save yourself a headache from the harassment and treatment. If you want a five star service that goes with the price point, get the Westin, it's right next door.

As for the staff that will answer to my review, I know nothing will be changed, as there are the same type of reviews with the same type of comments since...