Exceptional Service Recovery by Manuel Santamaria!
Our June 2025 stay at BarcelĂł Maya Colonial started with significant challenges: a misleading quote for a stay extension, costing us extra and forcing us to rebook flights and excursions multiple times. Our room also had issues like a broken fridge, running toilet, and faulty AC.
The situation dramatically improved thanks to Manuel Santamaria, the Accommodation Manager. Manuel personally intervened, demonstrating an outstanding commitment to guest satisfaction. He listened attentively and proactively offered significant accommodations for the rest of our stay, including a move to a premium suite, Premium privileges, and a much appreciated couples massage. These gestures not only resolved our immediate discomfort but truly showcased BarcelĂł's potential for excellent service recovery.
Manuel's professionalism and genuine desire to ensure our comfort made a profound difference, transforming a difficult experience into a positive one. We are incredibly grateful for his direct and effective approach.
While initial issues were frustrating, Manuel Santamaria's exemplary service has restored our confidence in BarcelĂł Maya Colonial. Thank you, Manuel, for demonstrating true hospitality. We canât wait to return for another visit.
