Rated 5 out of 5 by surfer101a The Best in the Market - Awesome Stay
Outstanding service ! From customer service to Casino staff, excellent in service . Mr Cesar Collazo really goes out his way to accommodate every service. I will always stay in this hotel.
house keeping does a great job in keeping the room fresh and clear!
April 19, 2015
Rated 1 out of 5 by Pri1012 Not up to SPG standards
I stayed here this past weekend for a bachelorette party. I have only stayed at SPG hotels since past few years. This is the first time I had an awful experience. We reached there at about noon. Requested that whenever our room is ready we would like to check in. The check in time was at 3pm. So we waited till 3:15 to see if we can check in. we got an response saying let me check if the room is ready. we had to wait another half hour to get our room. We had requested if they can throw in some perks since it was a bachelorette and spg hotels always tries to make a events special to guests. They had confirmed that they will send a bottle of champagne to our room on the hotel when we had spoke to them prior to our arrival. When we reach there the staff is so rude, clueless even though he had note on the system, he asked us to pay for it. Plus at night after being out in the town, we wanted to use our room phone to order food, we realize our phone in the room doesn't work. We had to use our cellphone to let the hotel know the phone doesn't work and he wanted to send someone at 1am to fix the phone. We told them not to hoping next day they would. however, our phone was not working the whole time. We spend about $1000 for two nights and the service we received was less than 2star hotels. The only good thing about this hotel was the location and concierge staff. Karla at concierge tried to help us out so much to make sure we got around the town safely and received good tours. We really appreciate her help. The front desk staff was so rude, did not care about the guests at all. And would not ever recommend this hotel to anyone.
April 6, 2015
Rated 2 out of 5 by pdxvisitors poor check in service, wasted time, bad food
Pros: room was quiet, good location for exploring Old San Juan, convenient to the cruise terminal.
Cons: Upon check in, we indicated to the valet that we wanted to return our rental car to the on-site car rental agency; he directed us to a nearby parking garage where we were trapped. The rental agency was not in the garage, and we were told we'd have to return to the hotel, pay for parking, and then return to the garage and THEN we'd be able to get back out of the garage we did not need to be in in the first place. Waste of time, and we paid for the parking just to get out of there. We called the front desk and were told to return to the valet and to clearly indicate we needed to return the car to the onsite agency (which did the first time). Again, a valet tried to direct us to the parking garage. We refused and left the car with the valet to seek help from the front desk. I stood in the SPG line. People came to the desk AFTER me, stood in the regular line, and were assisted BEFORE me. Front desk clerk was rude when I asked what was going on with parking and rental car return. I also pointed out that she had assisted people ahead of me who arrived at the desk after I did. She said the SPG line was just for people being assisted by an SPG agent, and there wasn't one on duty so I should not have stood in the SPG line. Whaaaat????? Room was clean and quiet, but decor was more in line with a budget type hotel. We ordered room service for breakfast which was delivered on time, but food quality was awful. I would not stay here again.
March 16, 2015
Rated 5 out of 5 by System911 Great hotel
Love the stay.... Had a blast
February 24, 2015
Rated 4 out of 5 by PriceT2015 Great
Things were good. Very Good!!
February 18, 2015
Rated 4 out of 5 by energywhiz Love the hotel's proximity to Old San Juan
There are only three things keeping this from being a five star review: Old beds, air conditioning that just can't quite keep up and not recognizing the elite check-in line as I got to wait while they called a number of people out of the regular line.
Now that we have the negative out of the way, let's go to the positive. Amazing staff, very friendly and outgoing. Welcomed back to the hotel and upgraded to a lovely - true - one bedroom suite.
Food in the restaurant was good, and all of San Juan is in walking distance from the hotel.
Overall, a great experience!!
February 15, 2015
Rated 4 out of 5 by canuck43 Great 2 night Pre-cruise stay
We enjoyed 2 days at this hotel before our cruise. It has become our preferred hotel because the beds are so comfortable! You know what to expect when you arrive--a clean room, quick check in and you can settle in fairly quickly. The casino onsite is nice to have and the beverage servers are efficient and very friendly. Our last stay was in a junior suite and we really enjoyed that room. Looking forward to our next visits in 2015
December 23, 2014
Rated 1 out of 5 by Papo44 Real Bad Service
I called SPG Platinum Concierge to book this hotel using my star-points from 12/07/14 thru 12/08/2014. I further explained that my flight would leave at 11:59 pm on the 7th and that I would land on the 8th at 4:00 am. I expressed my concern that my room would be canceled because I got in so late, but I was assured that it would not. My first mistake was to trust SPG since being a Platinum member and a gold member for life doesn't mean anything. I arrived at the hotel at about 5:00 am and no one was at the front desk. After a cleaning lady heard me yelling for help, she dropped what she was doing, excused herself to me and got some young lady that appeared to be sleeping in the back. After being their for another 10-minutes, she informs me that my reservation was cancelled. So, away she goes again, comes back and she tells me that the old cancelled reservation was reinstated. Mind you , I called the hotel personally and spoke to Tatyana so that this would not happen the night of traveling. She then gives me room cards that did not work, ohh boy here we go. Again, another pair of rooms cards that did not work. By know, it's almost 0530 am. I was so disappointed in the lack of service that I did not sleep. After my wife took a little nap, I took her to the lounge. Guess what, room cards did not work. Again, I go downstairs to retrieved another pair of room cards. I checked out by 0930 am and I would never use this hotel for future travel nor would I recommend this hotel to my co-workers. However, they did not let me leave without charging me a hotel service fee of $15.00. Being a Platinum or a Gold Member for life is a scam, I get better service and a better room with other hotel chains. I've traveled over 20-Countries and this has been the worst.
December 8, 2014