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Melissa M

Discrimination and not caring about customers

3.0 of 5 bubblesReviewed 31 Jul 2024via mobile
Hello, I've been to Catalonia Playa Maroma and and I have to say that the service has gone from bad to worse, I am allergic to dairy products and even though I've told the not to include them, I've had some bad consequences sue to it's lack of attention, moreover, the restrooms that are at the main entrance, always are dirty and smell horrible, if you speak Spanish sadly, they don't care about you, they just care about foreign people and the animation people are the worst, the thing is they discriminate a lot , the staff in general don't care about dirty dishes and customers' needs, its has been a really bad experience, as etc members, the experience is not as promised
Date of stay: June 2024
Room Tip: Speak in Spanish
Trip type: Travelled with family
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Social Media Catalonia Hotels and Resorts, Marketing at Catalonia Playa Maroma, responded to this review
Responded 5 Aug 2024
Thank you for sharing your experience at Catalonia Playa Maroma. I sincerely apologize for the issues you encountered during your stay, particularly regarding your dietary restrictions and the cleanliness of the facilities.

I am very sorry to hear about the lack of attention to your allergy needs. Your health and safety are our top priorities, and I regret that we did not meet your expectations in this regard. I will ensure that your feedback is addressed with our culinary team to improve communication and care for guests with dietary restrictions.

Additionally, I apologize for the condition of the restrooms and for the perception of discrimination you experienced. We strive to provide a welcoming and inclusive environment for all our guests, regardless of their background, and I am disappointed to learn that we fell short during your visit. Your feedback regarding the staff's attentiveness will be addressed with our management team to ensure that all guests receive the high level of service they deserve.

Thank you once again for your valuable feedback. We appreciate your loyalty as ETC members, and we hope to have the opportunity to welcome you back in the future and provide you with a much-improved experience.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (12,415)
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Reviewed 22 July 2024

My husband and I came here for our honeymoon and we were blown away at how fabulous this resort was. The service was excellent, the hotel was especially clean and ready for us. The staff was wonderful and the food was fabulous. We had our favorite spots, including Bloved, Toscana, and Ayami. We also loved the spa and Aromas coffee shop! Some especially wonderful staff were Quirino and Bernabe at Bloved; Teodoro and Isaiah as Toscana, Cleo and Araceli at the Spa, and all of the baristas at Aroma coffee. We loved this vacation and had an amazing honeymoon because of this awesome resort! The beach was also beautiful and clean. We did not want to leave and we are already looking forward to the next vacation here.

Room tip: Don't fill up your trip with excursions - stay at the hotel and enjoy the features and amenities of the resort! Tip the staff.
Date of stay: July 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Kathleen F
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Social Media Catalonia Hotels and Resorts, Marketing at Catalonia Playa Maroma, responded to this reviewResponded 7 August 2024

Hi Kathleen,
Thank you for choosing our resort for your honeymoon. We're thrilled to hear that you and your husband had a fabulous stay, enjoying our service, cleanliness, and dining options. It's wonderful to know that Quirino, Bernabe, Teodoro, Isaiah, Cleo, Araceli, and our Aroma baristas made your stay memorable. We look forward to welcoming you back for another amazing vacation!
Best regards,
Catalonia Playa Maroma

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 July 2024

I was in catalunia hotel in july 2024.
Room was comfortable, clean and spacious.
Food was good, lots of choice every day and they can offer solution if you have some allergy.
Animators were present, engaging but respecting your space.
I really want to thank Emanuela and Davide ( Francorosso team) and Alan and Romario( Catalunia staff).
they were special.

Date of stay: July 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Samuele B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Social Media Catalonia Hotels and Resorts, Marketing at Catalonia Playa Maroma, responded to this reviewResponded 7 August 2024

Hi Samuele,
Thank you for your review. We're pleased to hear that you enjoyed your stay in July 2024, finding the room comfortable, the food diverse, and the entertainment engaging. We appreciate your kind words about Emanuela, Davide, Alan, and Romario. We hope to welcome you back soon!
Best regards,
Catalonia Playa Maroma

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 July 2024

The comfiest bed and pillows I've ever slept on! Staff extremely friendly. Absolutely stunning resort! Don't listen to negative feedback. Food hood, beach Absolutely stunning! Would definitely return and highly recommended! The privilege rooms perfect, great location on the resort. The grill and Japanese restaurant excellent! Mexican least favourite! Food vans great snacks! Drinks great! Mini variety re stocked regularly. The only negative is the pool! It's too warm no way of colling off but we spent every day at the beach, lovely breeze!

Room tip: Request a privilege room! Try Al the restaurants!
Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank SarahW8487
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Social Media Catalonia Hotels and Resorts, Marketing at Catalonia Playa Maroma, responded to this reviewResponded 10 July 2024

Hello Sarah,
Thank you for your detailed review. We are pleased to hear that you found the beds and pillows extremely comfortable and appreciated the friendliness of our staff. We're glad you enjoyed the stunning resort, the food, and the various amenities. We apologize for the warm pool, but are happy to know you enjoyed the beach. We hope to welcome you back soon!
Best regards

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Reviewed 2 July 2024

Relaxing holiday. Clean and comfortable nice hotel. Helpful and friendly staff. Great beach area. Additional benefits with Premier room

Date of stay: June 2024
    • Value
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank markp7108
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Social Media Catalonia Hotels and Resorts, Marketing at Catalonia Playa Maroma, responded to this reviewResponded 3 July 2024

Hi Mark,
Thank you for your review. We are glad to hear you had a relaxing holiday and enjoyed our clean and comfortable hotel, as well as our helpful and friendly staff. It’s wonderful to know you appreciated the beach area and the additional benefits with the Premier room. We hope to welcome you back soon!
Best regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 July 2024

This was our first stay at a Catalonia property and I would highly recommend. Great food, clean, comfortable and well-maintained facilities, and the most courteous, friendly and helpful staff I have every encountered. The only reason I didn't give 5 points was the mosquitos, and this is really something that has to do with the season and location of the resort. It is partially in a jungled area and we visited in the rainy season. The mosquitos probably would not be a problem during the dry months.

Date of stay: June 2024
    • Value
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank sarahb36
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Social Media Catalonia Hotels and Resorts, Marketing at Catalonia Playa Maroma, responded to this reviewResponded 3 July 2024

Hi Sarah,
Thank you for your review. We are glad you enjoyed your stay at our Catalonia property. We appreciate your understanding about the mosquitoes and will take your feedback into consideration. We hope to welcome you back during the dry season!
Best regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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