Rated 3.9 out of 5 by 490
Rated 2 out of 5 by GGregg Second time was as poor as the first
My first stay had a shower with a melting ceiling and a pile of soggy dry wall on the shower floor. Where was housekeeping?! This recent trip had the hotel on lockdown due to an IT reboot. Never heard of that. Didn't get the room class I booked nor any platinum perks. Avoid this place.
August 26, 2015
Rated 5 out of 5 by Vegas92 Obsessed
I have never been more impressed with the staff members of your hotel. From the moment I checked in to the moment I checked out was amazing!!! I want to steal some of your staff to come work at my property because they were one of a kind. The vibe from your resort that we got after traveling an entire day with an 8 hour delay was memorable. It definitely made us feel welcomed.
So, I want to personally give credit to a few staff members of your hotel. First of all, Jay (Front Desk) was the face of your hotel. We specifically only wanted to talk to him because of how comfortable he made us feel. He was so kind and showed unbelievable customer service skills. He deserves a promotion!!! We also met Jan at breakfast. He was working the omelet station... he made amazing omelets and made an effort to get to know us. He recommended many places that would give us a great time in PR and he also showed that he cared. Keep him around as well.
As a matter of fact, keep all of your staff!!!!! Jay and Jan just stood out the minute we started talking to them.
August 15, 2015
Rated 2 out of 5 by Rosebud33 Needs improvement.
Bad customer service, slow service in restaurants and ice machine didn't work and they didn't fix it during our whole stay for a week
August 11, 2015
Rated 5 out of 5 by Truckvi Best experience in Puerto Rico
We visit Puerto Rico often. We have stayed in different places. This hotel has been the best hotel by far. The staff was very good and always happy to help.
One of the housekeepers, Jennifer Cabrera, went above and beyond to make us feel comfortable when our kids joined us the last night of our stay. Room Service response was excellent and quick. The restaurant staff was hospitable and professional. Guest services was also very accommodating.
We will definitely stay there again. Hopefully very soon.
August 11, 2015
Rated 1 out of 5 by JHat This hotel has horrible service
It is possible this was the worst hotel stay that I have ever experienced. From the start of my stay the hotel made mistakes, from the bill to the food. We were there for a convention and my University had preauthorized a credit card for the stay. The hotel could not find the preauthorization forms. I had three others in my party and we were all held up because of this hotel error. We were told to call the University and make an arrangement or pay the bill on our personal cards. WE made the arrangements once again but by Sunday the hotel charged both my card and the University card for the stay.
July 28, 2015
Rated 5 out of 5 by Just4DJ Best beds in the business
I have been traveling to San Juan for work and I will book this hotel everytime. The front desk staff recognizes me and is really nice - especially Daniella and Lany. They always do their best to accommodate my requests for room types. Rebecca at the pool area so great also. She works at the pool bar and goes out of her way to anticipate every need - even if your drink needs a little more ice from melting in the hot sun. These are just 3 of the many outstanding individuals at this hotels.
Now let's get down to what every leisure and business person needs - a good night's rest. The beds at this hotel are amazing. Go to bed an extra hour early because every morning I hit the snooze button 5 times because I don't want to get out of these beds!
Choices (the hotel restaurant) is really good too. Service is sometimes slow, but worth it. Try the Latin Skirt steak. It is really good - I get it EVERYTIME. I recommend the gnocci with alfredo sauce on the side
July 24, 2015
Rated 5 out of 5 by luis30 Nice time
We had a family vacation it was realy nice . We where well received and always the staff treat was great. The rooms was very nice and clean
July 20, 2015
Rated 4 out of 5 by Ynez Great accesible features room
Good experience at all staying for the Puerto Rico Salsa Congress in the hotel
July 19, 2015