Barceló Aruba - All Inclusive

1. DANGEROUS and SCARIEST ISSUE: Our bathroom ceiling had been leaking and then developed a crack. We notified the front desk staff and showed them pictures. Nothing was done, no one from maintenance came to check it. When the crack was worsening, we notified the front desk again and showed them pictures. Again, they were dismissive and we were ignored. After dinner we returned to our room to shower the children to find that the ceiling in the bathroom had completely collapsed, dropping dusk, mold, electrical wires, etc. into our bathroom. (pictures attached) My husband went to the front desk with pictures and the staff just provided a key to another room. No manager was notified, no one came up to the room to check on us or examine the damage, no one from security or maintenance arrived. We were simply given a key to a room across the hall and told to close the door of the damaged room. The following morning at 9am we requested to speak to a manager and were told that "Giovanni" would not be available until after 3pm. At 3pm we returned to the front desk, but no one could locate him. Throughout the evening we continued to request him, but he continued to ignore us even though we left our cell phone numbers and what's app contacts. Around 9 pm, I found a security guard and asked him to radio for Giovanni and was told he was on his way. He never showed. I asked the front desk to find the next person above the manager and they had to check behind the check-in wall to see if she was available and miraculously Erika appeared. I showed the pictures to Erika and she apologized and was sympathetic however she claimed she would have to escalate this issue. We were leaving the next day and on check-out Erika told us the best they could do is refund 1 night of our visit which is completely unacceptable. We are experienced travelers and have never experienced this level of incompetence, lack of customer service, rudeness, aggressiveness and overall lack of care for the safety of their customers. THIS PLACE IS NOT SAFE and the managers DO NOT CARE. Additional issues that occurred prior to the ceiling falling: 2. We arrived last week and were told that we were going to have to fit 4 people in a room with only 1 king bed. We had reserved a room with 2 queen beds but the staff kept repeating that the hotel policy "is that we do not guarantee the room you booked" which is insane. I can understand not providing the requested view or floor but the number of beds for the amount of people in the room is a requirement. After arguing with them at what was a terrible check in process, we were told we could have two cots added to the room. After 8 hours of requesting the cots, we were told that hotel policy was that "only one cot would fit" which was not mentioned 8 hours earlier and they required us to sign a waiver to put the additional cots in the room. The staff was incompetent, rude and dismissive throughout this process. But we moved on an

Staff is friendly & helpful. Angela in First Club treated me like an old friend the first time I met her. I am in love with Aruba and would definitely stay at Barcelo again.

Food is very good! Service Beyond fantastic! The staff goes above and beyond and since it is all inclusive make sure to tip nicely!! Daniel is the founders room is especially great and makes wonderful cocktails!!