We stayed at this hotel last week and through the weekend for the bad bunny concert. Rooms were great, location was good, and staff for the most part was good as well.
We had one issue though. On the day of the concert, room service came in and grabbed bags off a table possibly mistaking it for trash. But we had left a bag of trash in the RR so we don't know why they would grab bags on a table that had groceries, food, and merch from the bad bunny experience.
I immediately called when I noticed bags were gone, obviously after the concert at 1 am they were not going to know what happened, so they said the morning manager would contact me. I waited and no one called. I called again that evening and again was assured the manager would contact me. I have yet to hear from them. I am back home with no merch and still haven't heard back from anyone at the hotel.
My advice, if you buy anything don't leave it out. I've never had issues with room service taking anything, so yes I guess I got to comfortable or maybe was too trust worthy to leave a bag of merch out, but staff had been great that I truly thought I was in a safe place.
Hoping that they do call me back and get this resolved.
We really enjoyed our stay. We felt fairly safe walking around and could walk to multiple areas which is always nice. The shuttle was very convenient, especially so we didn’t have to deal with a car seat. Only problem was not knowing when it last arrived so we waiting for 40ish minutes with a toddler 🫠 staff was friendly and helpful. The restaurant had decent options, some unique to PR, which was great for when we were super tired. The pool was also amazing for swimming with kids.
We are currently staying at the Hyatt in San Juan for a 3-day family vacation and unfortunately, our experience has been extremely disappointing. We arrived two days ago, excited for a relaxing stay, but instead, we’ve spent most of our time trying to get basic services taken care of, something I never expected from a hotel of this standard.
After being out at the beach all day, we returned around 4 PM to find that our room hadn’t been cleaned at all. I tried calling the front desk multiple times, no answer. I went down to the lobby and spoke with someone who assured me the room would be taken care of. An hour later, nothing had changed. We were heading out for dinner and still had no clean towels. I ended up finding the housekeeping staff myself to ask directly for help. He agreed to clean the room and provide towels.
We even spoke to the manager before heading to dinner, and again we were told it would be handled. We came back at 10 PM to the exact same messy room, dirty dishes still here, full garbage bins, no fresh towels, and no water.
What was supposed to be a relaxing family vacation turned into me chasing down basic services and eventually cleaning up the room myself at 10:30 PM after a long day. I chose this hotel to take a break from daily responsibilities, not to continue doing the same things I do at home.
This experience has been completely unacceptable and not at all what we expected from a Hyatt property. I hope the management team takes this seriously, because no guest should have to go through this while on vacation.
I stayed at this hotel with family on vacation recently. We had a wonderful experience from the time of check in to departure. Joyce at the front desk was very helpful and courteous. Our suite was always clean and comfortable thanks to the house keeping staff who was always willing to assist. In fact all the staff was friendly, helpful & welcoming.Breakfast was good and the Shuttle service was welcomed. The location is perfect. Will definitely stay here again.
Besides an issue we had with the reservation, our stay went as expected. The issue was personally handled by Raymond, the hotel manager.
Great and convenient location. They even have a bus to take you to the nearest beach, the old san juan, and around the convention district.
Breakfast was decent and included.
Good for families with kids, because they have a mini water park instead of a regular pool.
Room was spacious and bed was comfortable.
Overall, it was a good experience. Will stay again and recommend that location better that Condado or Old San Juan.
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Fatima Castilleja
2 weeks agoWe stayed at this hotel last week and through the weekend for the bad bunny concert. Rooms were great, location was good, and staff for the most part was good as well. We had one issue though. On the day of the concert, room service came in and grabbed bags off a table possibly mistaking it for trash. But we had left a bag of trash in the RR so we don't know why they would grab bags on a table that had groceries, food, and merch from the bad bunny experience. I immediately called when I noticed bags were gone, obviously after the concert at 1 am they were not going to know what happened, so they said the morning manager would contact me. I waited and no one called. I called again that evening and again was assured the manager would contact me. I have yet to hear from them. I am back home with no merch and still haven't heard back from anyone at the hotel. My advice, if you buy anything don't leave it out. I've never had issues with room service taking anything, so yes I guess I got to comfortable or maybe was too trust worthy to leave a bag of merch out, but staff had been great that I truly thought I was in a safe place. Hoping that they do call me back and get this resolved.
Kelsey Neth
4 months agoWe really enjoyed our stay. We felt fairly safe walking around and could walk to multiple areas which is always nice. The shuttle was very convenient, especially so we didn’t have to deal with a car seat. Only problem was not knowing when it last arrived so we waiting for 40ish minutes with a toddler 🫠 staff was friendly and helpful. The restaurant had decent options, some unique to PR, which was great for when we were super tired. The pool was also amazing for swimming with kids.
Malu Lopez
a month agoWe are currently staying at the Hyatt in San Juan for a 3-day family vacation and unfortunately, our experience has been extremely disappointing. We arrived two days ago, excited for a relaxing stay, but instead, we’ve spent most of our time trying to get basic services taken care of, something I never expected from a hotel of this standard. After being out at the beach all day, we returned around 4 PM to find that our room hadn’t been cleaned at all. I tried calling the front desk multiple times, no answer. I went down to the lobby and spoke with someone who assured me the room would be taken care of. An hour later, nothing had changed. We were heading out for dinner and still had no clean towels. I ended up finding the housekeeping staff myself to ask directly for help. He agreed to clean the room and provide towels. We even spoke to the manager before heading to dinner, and again we were told it would be handled. We came back at 10 PM to the exact same messy room, dirty dishes still here, full garbage bins, no fresh towels, and no water. What was supposed to be a relaxing family vacation turned into me chasing down basic services and eventually cleaning up the room myself at 10:30 PM after a long day. I chose this hotel to take a break from daily responsibilities, not to continue doing the same things I do at home. This experience has been completely unacceptable and not at all what we expected from a Hyatt property. I hope the management team takes this seriously, because no guest should have to go through this while on vacation.
Margaret De landro
3 months agoI stayed at this hotel with family on vacation recently. We had a wonderful experience from the time of check in to departure. Joyce at the front desk was very helpful and courteous. Our suite was always clean and comfortable thanks to the house keeping staff who was always willing to assist. In fact all the staff was friendly, helpful & welcoming.Breakfast was good and the Shuttle service was welcomed. The location is perfect. Will definitely stay here again.
Miguel Morales
4 months agoBesides an issue we had with the reservation, our stay went as expected. The issue was personally handled by Raymond, the hotel manager. Great and convenient location. They even have a bus to take you to the nearest beach, the old san juan, and around the convention district. Breakfast was decent and included. Good for families with kids, because they have a mini water park instead of a regular pool. Room was spacious and bed was comfortable. Overall, it was a good experience. Will stay again and recommend that location better that Condado or Old San Juan.