Terms and conditions of the programme
my Barceló general terms and conditions
my Barceló is the Barceló Hotel Group’s international loyalty programme with unrestricted and free access, which aims to reward our private and independent guests who book through Barcelo.com and our Customer Service with special content, communications and high-value benefits which will improve their Barceló experience before, during and after their stay.
Accessing the my Barceló Programme and carrying out operations on the Barcelo.com website and the Barceló Hotel Group telephone booking service implies acceptance of the following conditions of use:
- accepting the Barceló Hotel Group website's privacy policy
- to restrict access via the www.barcelo.com, to confidential information about the my Barceló programme account so that it can only be accessed by the member or with their consent, you will be required to enter your personal details (first name, last name, phone number, date of birth, home address), a unique personal email and a password.
- - if a member forgets their password, they can request that it be sent to the email address they have registered with, that is their username. To do so, you will need to go to the www.barcelo.com. website,try to access the my Barceló area and click on the option: “Have you forgotten your email or password?”
- the guest is responsible for safeguarding the password selected. Barceló Hotel Group will not be responsible for the consequences of the possible illegitimate use, by third parties, of the guest’s access code.
The my Barceló programme is based on guests attaining exclusive advantages when registering for the programme and making bookings on Barcelo.com and/or with the Customer Service when identifying oneself as a my Barceló guest.
The beneficiaries of the my Barceló programme (hereinafter "the member") are of-age individuals (identified by their personal data) registered on the my Barceló Programme via the www.barcelo.comwebsite or the Barceló Customer Service.
To benefit from the exclusive advantages, the person making the bookings must be the member, who will first need to log into the my Barceló website.
If Barceló Hotel Group detects that a legal person is the member of a my Barceló account and that bookings have been made to third parties through it, Barceló Hotel Group reserves the right to apply the rate without the discount and terminate their participation in the my Barceló Programme, in accordance with point 2 of section '9. Modifications' of the general terms and conditions.
You are hereby informed that in order to obtain the best conditions and advantages as a company or organisation, you can use our portal for professionals www.barcelopro.com
Bookings made by persons other than the member will not be accumulated in the member's my Barceló account.
The my Barceló guest, as the primary person on the booking and guest during the corresponding stay, is the only person who may benefit from the exclusive advantages of the programme and to whom all communications will be addressed. In a multiple-room booking, the benefits will apply only and exclusively to the room the member is staying in, not applying to the other rooms included in the booking.
Invoices shall be paid with the credit card used in the booking process. If a booking is not pre-paid, payment will be requested from the guest upon arrival at the hotel.
An invoice will not be issued in the name of companies for bookings made by a my Barceló member. In order to issue a company invoice the booking must be made via BarcelóPro.
Each guest participating in the my Barceló programme, can access a private area within Barcelo.com where the corresponding booking transactions made at Barceló.com and via the Customer Service in the last 3 years are stored:
1. The account shall remain permanently active as long as the company does not decide to unsubscribe from the programme.
2. The guest may, at any time, request and obtain voluntary cancellation within the personalised area.
3. Booking movements generated by a guest may not be transferred to the account of another guest.
4. No change of members is allowed.
Bookings are credited to the my Barceló account once the guest has registered for the programme.
For the purposes of calculating the my Barceló level and applying the benefits, only bookings made by the my Barceló account member in Barcelo.com and/or the Customer Service will be accumulated automatically, after logging in or identifying or in my Barceló, after enjoying the corresponding stay (day after check-out) in a period of 24 months and as of 26th March 2015 (all bookings prior to this date will not be counted to calculate the level).
If a booking has been generated without previous login or identification in my Barceló, the my Barceló benefits will not be applied during the stay and will not be automatically taken into account in the Programme account for calculating the level. Even so, the registered guest can import to their my Barceló account from booking import taking into account the following specifications:
- You can only import bookings made in Barcelo.com and Barceló and the Barceló Customer Service, with check-out in the last 12 months.
- The booking must relate to a hotel in the current Barceló Hotel Group portfolio.
-The email of the person making the booking must be the same as that of the holder of the my Barceló account you wish to import to.- Flight plus hotel packages and bookings made through other websites, travel agencies or other channels that are not Barceló.com and Barceló Customer Service cannot be imported to your my Barceló account.
· Considerations concerning the bookings added to the my Barceló account:
- If making with the Member's account two or more bookings with consecutive dates in the same hotel (check-out of one booking = check-in of the next one), only one booking will be considered in the Programme's stay counter. However, the total amount spent at the level of the cumulative amount counter will be taken into account.
- If making with the Member's account two or more bookings with the same date in the same hotel, only one booking will be considered in the Programme's stay counter. However, the total amount spent at the level of the cumulative amount counter will be taken into account.
- If making with the Member's account two or more bookings with the same date in different hotels, only one booking will be considered a booking in the Programme's stay counter. However, the total amount spent at the level of the cumulative amount counter will be taken into account.
Barceló Hotel Group will send regular notifications regarding exclusive current personalised offers to all my Barceló programme clients.
There are currently 3 levels of my Barceló membership (effective from 2nd July 2015):
- my Barceló: the base level that applies to a customer upon registration with my Barceló and for their first and second booking made through Barcelo.com and/or the Customer Service. After a second stay within a period of 24 months, the my Barceló customer upgrades to my Barceló Intense. A minimum accumulated expense of €$600 is required to apply upgrading to the Barceló Intense level.
- my Barceló Intense: is the intermediate level which applies to a my Barceló guest’s second stay within a 24-month period (with a minimum expenditure of €$600) and for your third or fourth booking made at Barcelo.com and/or our Customer Service. After the fourth stay within a period of 24 months, the my Barceló Intense customer upgrades to my Barceló Unique. A minimum cumulative spend of €2,000 is required to upgrade from Intense to Unique.
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my Barceló Unique: This is the top membership level, which applies to a my Barceló member after their fourth stay with us within a 24-month period (with a minimum expenditure of €2,000) and from their fifth booking through Barcelo.com and/or our Customer Service.
Your my Barceló membership level is based on your stays with us that were booked through Barcelo.com and/or through our Customer Service, accumulated over a period of 24 months from 26th March 2015 (all bookings made before this date are not used when calculating the membership level).
In order to qualify for an upgrade to the next level, you must fulfil the minimum expenditure requirement accumulated from that same date.
As of 2 July 2015, Barceló Hotel Group offers its my Barceló guests and all its my Barceló Programme guests a complete package of additional benefits relating to their level in the aforementioned rewards scheme.
my Barceló benefits
- Exclusive my Barceló rate
- Extra discount on bookings by accumulating stays (5% from the first stay already made)
- Special offers and promotions
- Early notification of corporate campaigns
– Priority check-in and check-out
- Welcome and departure service
- 10% discount on extra services at the hotel, whether or not as part of a stay*
- 5% discount on the hotel’s own experiences**
- Personal document printing service
Apart from the exclusive benefits of booking at Barcelo.com:
- Best online price guaranteed
- Last rooms available
- Special requests at no extra charge (subject to availability) ***
- Online pre-check-in
*10% off extra services during your stay in hotels in the EMEA region. Please check which services the discount applies to with the hotel. For guests not staying at the hotel, this discount shall only apply to food and beverage services, to be consulted with each hotel.
**Check which services the discount applies to with the hotel. Not applicable to Barceló Experiences: https://www.barcelo.com/guia-turismo/es/. Discounted experiences do not accumulate with resort credit. Discount limited to 10% off Barceló Holiday experiences.
*** Does not apply to hotels and holiday resorts in the Americas. Please check with the hotel during your stay for a list of available special requests and discounted my Barceló experiences.
INTENSE my Barceló benefits
- Exclusive my Barceló rate
- Extra discount on bookings by accumulating stays (10% from the second stay already made)
- Special offers and promotions
- Early notification of corporate campaigns
– Priority check-in and check-out
- Early check-in from noon. (subject to availability)
- Late check-out until 14:00 (subject to availability)
- Premium welcome gift
- Complimentary water in the room each night
- 20% discount on extra services at the hotel, whether or not as part of a stay*
- 10% discount on hotel’s own experiences**
- Personal document printing service
- Special conditions for meeting room hire (audiovisual equipment and up to 5% discount on other services)
- Business Coffee Break when you rent meeting rooms
- Booking flexibility
Apart from the exclusive benefits of booking at Barcelo.com:
- Best online price guaranteed
- Last rooms available
- Special requests at no extra charge (subject to availability) ***
- Online pre check-in
*20% off extra services during your stay in hotels in the EMEA region. Please check which services the discount applies to with the hotel. For guests not staying at the hotel, this discount shall only apply to food and beverage services, to be consulted with each hotel.
**Check with the hotel for available services to apply the discount. Not applicable on Barceló Experiences: https://www.barcelo.com/guia-turismo/es/ . Discounted experiences do not accumulate with resort credit. Discount limited to 10% discount for Barceló Vacations experiences.
***Does not apply to hotels and resorts in the Americas. Check with the hotel during the stay for a list of available special requests and discounted my Barceló experiences.
UNIQUE Barceló benefits
- Exclusive my Barceló Rate
- Additional discount on bookings by accumulating stays (10% from the third stay already used)
- Special offers and promotions
- Early notification of corporate campaigns
– Priority check-in and check-out
- Early check-in from 10.00. (subject to availability)
- Late check-out until 16.00 (subject to availability)
- Premium welcome gift
- VIP amenities in the room
- Complimentary water in the room each night
- Welcome minibar
- 20% discount on extra services at the hotel, whether or not as part of a stay*
- 20% discount on hotel experiences**
- Personal document printing service
- Business document printing service
- Special conditions for meeting room hire (audiovisual equipment and up to 15% discount on other services)
- Business Coffee Break when you rent meeting rooms
- Booking flexibility
Apart from the exclusive benefits of booking at Barcelo.com:
- Best online price guaranteed
- Last rooms available
- Special requests at no extra charge (subject to availability) ***
- Online pre check-in
*20% off extra services during your stay in hotels in the EMEA region. Please check which services the discount applies to with the hotel. For guests not staying at the hotel, this discount shall only apply to food and beverage services, to be consulted with each hotel.
**Check with the hotel for available services to apply the discount. Not applicable on Barceló Experiences: https://www.barcelo.com/guia-turismo/es/ . Discounted experiences do not accumulate with resort credit. Discount limited to 10% discount for Barceló Vacations experiences.
*** Not applicable to hotels and holiday resorts in North America. Ask at the hotel for details of special requests available and discounted my Barceló experiences during your stay.
The benefits applicable to the my Barceló membership level are applied automatically during step 2 of the Barcelo.com booking process, as long as the booking is made after logging into the my Barceló area. Only one my Barceló benefits package will be applied per stay, regardless of the number of rooms in the booking. The benefits only apply to the room where the my Barceló account owner is staying.
Application of the benefits:
To enjoy the my Barceló discount on bookings at Barcelo.com (discount on accumulating stays) and the my Barceló benefits during your stay, you must log in to the my Barceló area in step 1 (select the room) of the booking process or identify yourself as a my Barceló guest if the booking made is through Customer Service. If you book through Barceló, the benefits applicable to the my Barceló membership level are applied automatically during step 2 of the booking process on Barcelo.com, as long as the booking is made after logging into the my Barceló area. Only one my Barceló benefits package will be applied per stay, regardless of the number of rooms in the booking. The benefits only apply to the room where the my Barceló account owner is staying.
As a result of the circumstances brought about by the COVID-19 pandemic, the Barceló Hotel Group has adapted its operations to comply with recommendations issued by the health authorities and thus some my Barceló loyalty programme benefits may be affected during your stay. If we are unable to offer any of the services, we will do everything we can to offer you an alternative benefit, subject to availability at the hotel.
Specifications of some benefits of my Barceló (limitations)
- Best price guaranteed: for the guarantee to apply, the difference should apply to an identical hotel booking, i.e. same hotel, same room type, same board type, same dates, the same number of guests, same currency, same rate restrictions, for the entire stay, same rates, taxes, handling costs and other costs derived from the service that the other websites include in the booking. This difference should be reported within 24 hours of making your booking through www.barcelo.com, in the help area of de Barcelo.com
- Special requests: When booking at Barcelo.com Always subject to availability. The request must be made at least 48 hours beforehand. The following are not considered to be special requests: Currency exchange, requests for medication or medical assistance, transfers, food products that are not available, upgrades and other services with a cost offered by the hotel and which do not feature on our itemised list of special requests.
- Pre check-in on-line: does not replace the guest identification process (handing over ID document and collection of room key), which the hotel must carry out.
- Preferential check-in and check-out: my Barceló reception desk depending on the respective hotel’s availability, and any guest must still provide ID for identification purposes.
- Printing services for personal documents: limited to documents for personal use (boarding card, map, passport or ID document) and with a maximum of 5 copies per person and stay.
- Early check-in: subject to availability, does not include a free extension on your accommodation type, and in Latin America/Caribbean requires a minimum notice of 48 hours to the hotel.
- Late check-out: subject to availability, does not include free extension on your accomodation type.
- Special conditions on hotel experiences: Not applicable on Barceló Experiences: https://www.barcelo.com/guia-turismo/es/. Only applicable to hotels with paid experiences available for guests. Discounts do not apply for pre-booked experiences. The maximum discount for Barceló Holidays experiences is 10%. You cannot accumulate discounts with other external programme offers and promotions. Cannot be used in conjunction with resort credit in LATAM.
- Special terms and conditions for meeting rooms: only for guests staying at the hotel who have booked a meeting room. Not applicable for holiday resort hotels in Latin America/Caribbean.
1. Business coffee break: maximum of one complementary coffee service per stay for no more than 5 people, consisting of coffee, tea and pastries selected by the hotel.
2. Free audiovisual equipment: basic equipment available at the hotel.
3. Discount on rental of meeting rooms; only applies for rooms with a maximum capacity of 10-12 people. We cannot guarantee rooms with all your requirements.
4. Printing services for professional documents: limited to a maximum of 150 black and white copies, and complimentary service only guaranteed with 24 hours’ notice.
- Welcome minibar: limited to hotels with minibars in the rooms. Does not include spirits or refills. New: Due to the new protocols implemented as a result of COVID-19, it is necessary for guests to specifically request this benefit at reception.
- Booking flexibility: Amend the dates of your non-refundable rate booking through our Customer Service. This benefit is exclusive to customers of the my Barceló loyalty programme at the Intense and Unique levels. Amendments are possible at least 7 days prior to check-in and the new check-in date must be at least 10 days after the change is made. Once the booking has been changed, it remains non-refundable. In addition, the price, promotions, restrictions and availability will be updated at the time of the customer's request. If the new total is lower, the price of the original booking will be maintained. However, the hotel may authorise the refund or allow the difference to be used to cover hotel services.
- Barceló Credit Voucher: For customers belonging to the my Barceló loyalty programme with Unique or Intense status, if for any reason they are unable to travel and do not have a new date, Barceló offers a Credit Voucher that can be used in the same hotel or any other hotel belonging to the Barceló group in Europe, the Middle East and North Africa. Please click on the following link to request a credit voucher: https://www.barcelo.com/en-gb/help/ - I want to modify or cancel my booking with a minimum of 7 days before the check-in date, or up to 24 hours before the check-in date if there is proof of force majeure.
- The advantages of the my Barceló programme are not available on Flight + Hotel packages, hotels in Cuba or the Novo Resort The Residence Luxury Apartments by Barceló Sancti Petri.
- Up to 20% discount exclusively for my Barceló customers on extra services during stays at hotels in the EMEA region (10% for my Barceló Basic and 20% for my Barceló Intense and Unique). The discount also applies to purchases in bars and restaurants, even when not staying at the hotel. For hotels in the LATAM region, a Resort Discount applies, with a minimum 10% discount exclusively for my Barceló customers on extra services operated by the hotel during the stay. Check with the hotel for available services where the discount can be applied.
Discounts on extras at Asia Gardens Hotel & Thai Spa only apply to some services such as "mini dinners", "personal trainer" or second refill of the minibar.
- Up to 20% discount on Barceló Experiences offered by the hotel (check with the hotel for available services where the discount can be applied). Not applicable to Barceló Experiences: https://www.barcelo.com/guia-turismo/en/
my Barceló, Barceló Hotel Group’s international loyalty programme, can be applied at all Barceló Hotel Group hotels in Europe, Latin America/Caribbean and Africa, with the exception of Novo Resort The Residence Luxury Apartments by Barceló (Cádiz, Spain), Cuba (Caribbean) and hotels affiliated to the Dorint chain. My Barceló benefits do not apply to bookings made at these hotels, and these bookings do not accumulate in the member's my Barceló account for calculating the programme level.
Although the my Barceló benefits are global, there may be slight variations and/or customisations, as well as exceptions, depending on the specific situation of each hotel.
Barceló Hotel Group reserves the right to modify, fully or partially, these General Terms and Conditions. Guests can check their updated benefits at all times on this page.
2. Barceló Hotel Group may end the participation of a member in the my Barceló programme with immediate effect, if a member does not comply with the General Terms and Conditions or when any fraudulent use of the account is detected. Fraudulent use of the account includes bookings made under the account of a my Barceló member for other non-members, so that they benefit from the conditions of the programme, without the actual member making use of the stay. Furthermore, if an individual who is not a Member shows up at the hotel, Barceló Hotel Group reserves the right to apply the rate without the discount applied for being a member of the programme.
3. Barceló Hotel Group reserves the right to periodically evaluate the activity and commitment of the Members of the my Barceló Programme. If a customer has not made any bookings in a continuous 24-month period, this could result in a downgrade to the next lower level. Before downgrading the member, they will be informed and offered them the chance to reactivate their commitment to the programme.
4. Members can change their personal data or unsubscribe from the programme in the private area of my Barceló at Barcelo.com. You can also unsubscribe from communications using the link provided for this purpose on newsletters sent from Barceló Hotel Group.
5. Barceló Hotel Group reserves the right to amend or cancel, either completely or partially, without prior notice, these General Terms and Conditions, or any other aspect relating to the programme or the participation of its members.
