"We stayed at Barcelo Playa Blanca for 11 nights with our 9-week-old baby for what was supposed to be our first family holiday. Instead, it became one of the most stressful and disappointing holidays we have ever experienced.
The problems started before we even arrived. We emailed the hotel requesting a double bed, a quiet room away from the entertainment area and a cot ready for our arrival. We received a completely irrelevant reply about obtaining accommodation quotes through their website. It was obvious nobody had even read our email. When we checked in after a long journey with a newborn, we were told none of our requests had been passed on. The cot had to be arranged last minute and our twin beds had to be pushed together.
The following morning we woke up to find ants everywhere in our room, including on the bed where we and our baby had been sleeping. We immediately contacted reception but were told we would have to wait until housekeeping and Guest Services started work at 8am. We found the lack of urgency for a potential health and safety issue involving a newborn completely unacceptable.
We specifically asked for the room not to be sprayed with insecticide because all of our baby's bottles, feeding equipment and clothes were exposed. Despite this, housekeeping sprayed the room anyway while we were waiting in reception. We returned to a strong chemical smell and our baby's belongings left exposed. The hotel apologised and promised complimentary laundry for our baby's clothes, only to later refuse to honour that promise because the clothes supposedly did not smell of chemicals. Thankfully, our Jet2holidays representative showed more compassion than the hotel management and kindly washed the clothes herself.
We were moved to a second room and found ants again within minutes. Only after being moved to a third room did the problem finally stop.
Housekeeping throughout our stay was extremely inconsistent. We received dirty and stained towels, stained and ripped bed sheets, a baby cot covered in dirt and stains, a stained mattress and a stained sofa. Floors were not mopped every day and the balcony was so dirty that the bottoms of our feet turned black after walking on it.
The hotel is also incredibly noisy. Doors have to be slammed to close properly and the soundproofing between rooms is virtually non-existent. We could hear neighbouring rooms clearly and doors banging throughout the day and night, repeatedly waking our baby during naps. If you are looking for a peaceful holiday where you can actually rest and sleep, this is not the place.
The advertised heated pool was barely any warmer than the unheated one, even for adults, making it completely unsuitable for our newborn. We also saw ants around the pool area. There were never enough sunbeds or umbrellas, the drinks selection was disappointing and cocktails were mostly frozen pre-made machine drinks. Food stations were slow and communication with some chefs was difficult due to the language barrier.
The attitude of some staff was equally disappointing. At the pool bar restaurant, I asked whether more spaghetti would be available. I was told "three minutes". Ten minutes later I politely asked again and was met with a rude response. The staff member sarcastically repeated, "I said three minutes", then walked away speaking in Spanish while deliberately counting on her fingers as if mocking me. It was completely unprofessional and unnecessary.
Towards the end of our holiday we asked about late checkout because we were travelling with a 9-week-old baby. We were told late checkout is not available at weekends. We then requested a courtesy room. We were initially offered just 30 minutes and, after explaining this was unrealistic for two adults and a baby, were given only an extra 15 minutes. The so-called courtesy room turned out to be nothing more than a shower room with a small bench, a shower and a sink. There was no air conditioning, no facilities other than the shower itself and, unbelievably for a hotel that markets itself as family-friendly, not even a baby changing station. It was completely unsuitable for families travelling with infants.
After everything that happened, we looked at other recent reviews and found many guests describing the same recurring issues: ants, poor housekeeping, cleanliness problems and poor customer service. When we went to speak to our Jet2holidays representative, there was also a queue of guests waiting to complain about problems with the hotel. That made it clear to us that our experience was not an isolated incident.
The most disappointing part throughout our stay was the attitude of management. Rather than accepting responsibility and showing genuine empathy, there always seemed to be an excuse or justification instead of a solution. That is not what hospitality should look like.
The hotel has beautiful views and attractive facilities, but those alone will not keep guests returning. People pay for the overall experience, not just the scenery. If management continues to dismiss recurring complaints instead of genuinely addressing them, I can see this hotel's reputation continuing to decline.
Sadly, our first family holiday has been remembered for all the wrong reasons. We would not return and could not recommend this hotel, especially to families travelling with young children."
