QUESTIONS AND ANSWERS RELATED TO RESERVATIONS, RECEPTION AND THE GUEST SERVICE DEPARTMENT Updated: August 2012

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1 QUESTIONS AND ANSWERS RELATED TO RESERVATIONS, RECEPTION AND THE GUEST SERVICE DEPARTMENT Updated: August 2012 In order to improve our services and to keep you informed, we have created this Frequently Asked Question s format. Guest: How can I arrive to the hotel? Hotel: Are you arriving at Santo Domingo Airport or Punta Cana Airport? (1)Guest: Santo Domingo. I am going to rent a car. Hotel: Santo Domingo Airport is at a distance of 200 Kms from the hotel; the transfer will last approximately 3 hours. All the way to Bavaro is signposted properly, Please ask for more information on how to get to our hotel to the agency when you rent your car, they will indicate the correct way that will bring you straight to the Hotel Barcelo Punta Cana Let me inform you that there is also the possibility to get a transfer from Vacaciones Barcelo. You may book it through our page (2)Guest: Please give me directions to arrive to the hotel from the Punta Cana Airport? Hotel: Leaving Punta Cana International airport turn right, take this road for approximately 25km until you come to the crossroad that leads to Uvero Alto and Macao (there are advertisements from different hotels, agencies and installations), where you should turn left. Go along this road for another 10km until you see Barceló Punta Cana advertisements, turn right for around 5 minutes at the end of the road is Barcelo Punta Cana Hotel (3)Guest: What type of rooms does the hotel have? Hotel: We have 6 types of rooms: Superior, Superior ocean view, Deluxe, Deluxe ocean view, suites/club Premium and Presidential suites/club Premium. (4)Guest: What is the voltage in the rooms? Do you have adaptors available? Hotel: In the Dominican Republic the voltage is 110V, North American outlets are used. Adaptors can be purchased in the shops on site. (5)Guest: How many a la carte restaurants are there in the hotel? Hotel: The hotel offers a total of 7 restaurants, 6 of which are specialty restaurants that offer Italian, Tex-Mex, Japanese, French, Seafood and Meat, and Dominican specialties. (6)Guest: Do I need reservations for the specialty restaurants? Hotel: We work with an invitation system. All our guests receive pre-reservations upon check in, in order to guarantee that all guests do have equal opportunity to try out our a la carte restaurants. The number of invitations depends on how many nights the clients are staying at the resort. On nights without pre-reservation guests can check the availability of their preferred restaurant at the front desk between 9am and 4pm for the same evening. (7)Guest: What are the services included in the all-inclusive package? Hotel: The package includes accommodation, all meals, 24 hours food & drinks, local and selected international beverages, land sports and non-motorized water sports, entertainment and other activities. (8)Guest: It is my husband s birthday on Sept 30. Can I make any special arrangements? I would like to have dinner in one of the A la Carte restaurants. Which specialty restaurants would you recommend? Hotel: Any restaurant matches the expectation for this occasion; it just depends on your food preferences. As a surprise we could prepare a birthday cake for dinner at the restaurant, and as a courtesy from the hotel we also send a bottle of champagne to the clients room. Please contact the Guest Service department, calling or sending an to puntacana.rrpp@barcelo.com, in order specify details and arrange everything. (9)Guest: Can I smoke at the a la carte restaurants? Hotel: Smoking is allowed in the smoking areas of the restaurants, except the restaurants Roma (Italian), Paris (French), Tokio (Japanese), El Mirador (Tex-Mex) and Conuco (Dominican), which are strict non-smoking restaurants. 1

2 (10)Guest: Can I check my s while staying at the resort? Hotel: We have an Internet center that is opened daily between 07:00 and 23:00 hrs offering Internet access with additional cost Wireless Internet Service is available in all hotel areas $. If interested, contact the staff at the Internet center please. (11)Guest: Do you offer anything special for honeymooners? Are there any Honeymoon packages? Hotel: Honeymooners receive a bottle of champagne, a romantic dinner on the beach, and a fruit plate in the room upon arrival. Depending on the availability the reception can offer an upgrade to an ocean view room. Invitations to the a la carte restaurants are included. Late checkout is upon availability. It needs to be indicated in the reservation. We also offer different packages with extra cost, for more information please contact us with our Guest Service Department : barcelo.com (12)Guest: What are the main activities for children? Hotel: We have a Mini Club on site, opened daily between 9.00 a.m. and p.m. for our small guests aged between 4 and 12. Our Mini-Club team offers a variety of activities according to children s age (pool games, arts & crafts, painting, etc). There are two children pools available, a mini disco is held daily from 8.00 p.m. to 9:00 p.m. at the theatre to entertain the kids. (13)Guest: Why should I choose Barceló Punta Cana? Why is it more expensive than the Grand Paradise? As I read it is also a 4-star hotel on the same beach your hotel is. Hotel: At Barcelo Punta Cana we do offer an all inclusive premium service 24 hours, food, snacks and drinks including selected international brands are available all the time. A great program of entertainment and activities is available. Do not miss the trapeze and rock-climbing wall. I am sure you and your family will enjoy it!!! The hotel is also ideal for water sports enthusiasts and gamblers as we have a water sports center as well as a casino on site. (14)Guest: What type of shows do you have in the hotel? Hotel: Our activities team presents different theme shows every night, such as Tropicalissimo, Glamour Show, Star night, Puntacanissimo, Karaoke Show, Beach Party, Barcelo Night Fever and also a spectacular Trapeze show. (15)Guest: Is the Nightclub good? Hotel: Yes, of course. The nightclub is open daily until 2:00hrs. Our night club is adults only and non smoking. National and International drinks are offered without any extra charge. On Thursdays it is Family night and children are allowed to the club. (16)Guest: Until what time is the casino open? What type of games do you have? Hotel: Between 18:00 and 03:00hrs daily you can enjoy our Las Vegas style Casino, featuring different types of slot machines, Black Jack tables, Roulette tables, Poker tables and video Poker machines. Opening hours may vary during low season. (17)Guest: Is the spa included? Hotel: No, the services and treatments provided by the Spa are available at an extra charge. It is managed by Metamorphosis Spa and it offers a variety of treatments that go from special treatment massage, reflexology, body scrubs, shiatsu, facials, etc. A hair saloon is also available at the spa, as well as a sauna and a Jacuzzi. These services are optional. (18)Guest: Are there shops on site? Are shopping facilities close to the hotel? Hotel: We do have different shops on site, Mini-Market, photo shop, boutique, logo shop, jewelry and cigar shop as well as a small souvenir shop. Several times a week sellers from outside the hotel hold a small market and sell typical souvenirs. Close to the hotel there are different markets that you can visit. Please contact our Guest Service department for further information or contact the Vacaciones Barcelo Representative. (19)Guest: Where can I get more information about the hotel? Hotel: You can find more detailed information about our hotel on our web page You can also contact us any time if you might have any further questions or require our assistance. (20)Guest: Can I book my next stay directly with you? Hotel: You can do it through our web site where you can find the best available deals. (21)Guest: I have a friend that would like to get married in the hotel. Is it included as well? Hotel: We have different packages such as: Ceremony included legal costs should be paid directly to the civil judge from the amount of U.S. $ (including the Marriage Certificate in Spanish). 2

3 The ceremony includes wedding cake, simply decorated, a bottle of sparkling wine, flowers and musical entertainment (Duo or Trio). The photos and video services are available with additional cost. For any requestor further information you can contact our Wedding Coordinator to: puntacana.weddings@barcelo.com. Ext 4617 will be a pleasure to celebrate such important event in our hotel or you can visit our wed site (22)Guest: What type of water sports do you include in the hotel? Hotel: Volleyball in the pool and on the beach, water polo, water basketball. Included in the package we offer an introductory scuba-diving lesson that includes instruction in the pool and the equipment. For any additional lessons or dives an extra charge applies. Kayaks, windsurfing (lesson $) and catamaran (only with guide) at the hotel beach are included. All none motorized activities are limited and subject to demand and weather conditions. The required minimum age for scuba diving is 10 and for the Banana boat 7. (23)Guest: My husband is a diver, what types of diving packages do you offers? Hotel: For the persons with a license, there are different packages in our aquatic center, for more information about bs please visit our web site (24) Guest: Is the mini bar included? Hotel: Yes it is included and it offers bottles of water, bottles of soda and Juice. The minibar is replenished once per day. (25)Guest: What type of international drink does the hotel offer? Hotel: We offer SELECTED international drinks, such as Baileys, J&B, Absolut vodka among others. (26)Guest: Do you have tennis courts? Hotel: There are 3 lit tennis courts on site. Racquet and balls are available at the tennis courts. Appropriate dress attire is mandatory. (27)Guest: Are they made of clay of cement? Hotel: The courts surface is made of synthetic asphalt. (28)Guest: Are tennis instructions included? Hotel: The tennis lessons are included; but previous reservation is necessary. There is no extra charge to play with the pro. (29)Guest: I am allergic to peanuts. Do you have any food cooked with peanuts? Hotel: Yes, we serve some desserts that are prepared with peanuts, but no main courses. Please contact the guest service department upon your arrival and notify them about your allergy in order to prevent any inconvenience and take the right measures. (30)Guest: I would like to play golf during my vacations. Are there any golf courses in Punta Cana? What would you recommend? Hotel: Punta Cana is a famous destination for golfers because of its various golf courses. For our guests we have special arrangements with the golf course at Barcelo Bavaro Beach. Designed by P.P Dye Furthermore are available the Cocotal golf course 20 minutes, Punta Blanca just 5 minutes from Barcelo Punta Cana, Punta Espada at Capcana Complex, etc. Transportation, golf club rental and golf carts are available at an extra cost. For more details and reservations please contact the Vacaciones Barceló representative in the hotel s main lobby. (31)Guest: Is there any nightlife outside the hotel? What do your recommend? Hotel: There are a variety of bars, restaurants and discotheques outside of the hotel. You can go there by taxi. For further information, please contact our guest service agents. (32)Guest: What are the main excursions that the resort offers and how much money should I bring? Hotel: The main tours offered are city tours (Santo Domingo, Higuey/La Romana/Chavon), Saona Island, Safari excursions, Excursion by 4-Wheels, Horseback-riding and helicopter tours. You can contact Vacaciones Barcelo for further information or visit (33)Guest: Is there any departure tax? Hotel: To leave the country, a departure tax of US$ 20 needs to be paid cash. If you have booked your trip through a travel agency it could be that this tax is already included in your vacation package. Please ask your representative. 3

4 Note that you will need to purchase a tourist card in the Dominican customs inspection upon arrival to the country at an additional cost. (34)Guest: How much is a room upgrade to an Ocean view or to a Tropical suite? Hotel: Upgrade costs vary depending on the travel season and category. Please contact the Guest Service department, calling or sending an to puntacana.rrpp@barcelo.com or visit our web site ww.barcelo.com for more information (35)Guest: What is the Club Premium? Hotel: The Club Premium is a special personalized service that we provide to all our guests booking a suite. The Premium Club at Barceló Punta Cana offers the following services: Special service area at the Reception. Personalized check in and checkout. Special area for relaxation and entertainment in our Premium Club Lounge. (3rd floor of building 3). Concierge. Advantages in the laundry service. 10% discount for our Vacaciones Barcelo services. 10% discount at all shops onsite, as well as at the SPA. Free Internet in our Premium Club Lounge and business center services/free WIFI Other personalized services: change or reconfirmation of flights, extension of holiday duration, etc Special services and room courtesies upon request. Early check in / late check out without extra charge (upon availability). (36)WHAT IS THE PRICE OF THE PREMIUM CLUB? - For guests already having a Suite, the Premium Club facilities are already included. - For in house guests the supplements vary depending on the travel season and room category booked (37)Guest: What is the minimum age to check in? Hotel: It is 18 years. Children can only check in if accompanied with their parents. (38)Guest: Can I go to the Barcelo Bavaro Complex (Barcelo Bavaro Beach Resort) if I stay in Barcelo Punta Cana? No, our properties have an independent management; you will need to pay a day pass if you would like to go to the Barcelo Bavaro Complex. Special rates are available. (39)Cliente: How much I have to pay for a day pass/night Pass? Hotel: The Day Pass will cost as this season between U.S. $ 30 and 50 and is valid from AM to 6.00 PM. From 6.00 pm to 2.00 am you can pay for a Night Pass U.S. $ 40 to 50 depending on the season. Prices may vary. (40)Guest: What are the main activities you can recommend for teenagers and children? Hotel: The most funny and spectacular activity for children and teenagers is the trapeze which is supervised by our trapeze instructor. We offer access daily from 9:00am to am for children and from 4.00 pm to 5:30pm for adults; the trampoline practice is offered from 3.00 pm to 4.00 pm every day. Different classes, terrestrial sports and games are also offered and at night they can also enter the mini disco. Furthermore, our hotel offers a fantastic waterpark with different slides for all our small guests. (41)Guest: Do you offer baby-sitting? Hotel: To arrange for babysitting, please contact our Guest Service department 24 hours in advance to make reservations. This service is not included in the package and is provided at an additional charge of US$ 25 for three (3) hours and US$10 for any additional hour. (42)Guest: Where can I rent a car? Hotel: If you are interested in renting a car, our Guest Services team will be pleased to assist you. Please contact them in the Lobby area between 9:00 am and pm in order to contact the company in charge and make all the arrangements. You can also contact Vacaciones Barcelo, at the tour desk in the Lobby area. 4

5 (43)Guest: How can I change my flight? Hotel: To change flights it is necessary to contact the airline or your representative of the tour operator you have booked with and follow their instructions. Anyhow your tour operator has to be informed about the changes made, to avoid problems with accommodation or transfers. (44)Guest: Where is the medical service? I did not bring any insurance, how much will it cost me? Hotel: The Medical Center is located near the lobby and offers 24-hour service and the medical care and medicines are not included. We recommend having travel insurance booked previously, please ask your local insurance provide (45)Guest: When is high season there? Hotel: Here the peak season begins around Christmas time and ends after Easter time. July and August are also high season. (46)Guest: How can I get a wheelchair? Hotel: Wheelchairs are available on site, but there are a limited number. Please contact our Guest Service staff at your arrival or send your request by to check availability before. (puntacana.rrpp@barcelo.com) (47)Guest: I would like to extend my vacation. What should I do? Hotel: To extend your stay please reconfirm with the reception availability and prices and follow their instructions. In case you booked through a tour operator they have to be informed. Contact your representative and he will take care of all changes, for booked directly with us, just contact our front desk. (48)Guest: I need to go home before my original departure date. Will I be charged for the nights unused? Hotel: Penalties in general apply according to the package you purchased. You will need to do the changes directly with the agency you booked through. (49)Guest: I want to report a lost item. What do I do? Hotel: Please report the lost item at the Guest Service desk. The person in charge will assist you. (50)Guest: How much is the late check out? Hotel: A late check out has a cost of US$ 10 per hour after noon. Please ask at the front desk for availability and to make the arrangements. (51)Guest: Is there any discount for repeat guests? Hotel: We do not offer discounts for repeat guests, but we do offer, special amenities in the room upon arrival, VIP status and guaranteed invitations to the a la carte restaurants. Also do we offer a free room upgrade for our repeat guests. We also invite you to register on our website. at Mi Barcelo and we will send you our special offers to your personal mail. (52)Guest: Is there room service available? Hotel: Yes, we offer room service from 07:00 am to 11:00 pm, the service is optional and you will find a menu in your room. If you require further assistance please contact us, we are at your service! Contact information: Guest Services Tel.: (1809) Ext Fax: (1809) puntacana.rrpp@barcelo.com 5