Mayagüez Resort & Casino

We visited this hotel again after 7 years, expecting at least the same experience — but what we found was shocking. The entire place has gone completely downhill. The hallways and rooms had a terrible smell, everything looked and felt extremely dated, and the elevator to the pool was out of service, forcing guests to go down a long flight of stairs. The gym? Out of service. The hot tub OUT of service and pools, covered in mold. The beds were old, uncomfortable, the bathrooms dated, dirty and honestly disgusting. This was the worst hotel experience my family has had in a long time. I regret booking here so much. While I truly feel for the employees working under these conditions, I sincerely hope the owners either sell this place or finally invest in a full remodel. Mayagüez deserves much better. The current state of this hotel is disrespectful to the city, to its visitors, and to Puerto Rico’s tourism in general.

I thought the resort was going to be a little more upscale, specially for the price they charge. I think motel 6 smells and it looks a lot better than this place. The building smells like it has massive amounts of water leakage, the AC barely works, loud bangs at midnight. Oh, and forget the lazy river; The water in the lazy river is cloudy and disgusting. While I was trying to enjoy it, I came across a ball of dental floss in the water, along with garbage and who knows what else. Definitely do not recommend!

Constructive Review Our stay had several positive aspects, but also multiple issues that should be addressed to improve the guest experience. Check-in and Room Access Upon arrival saturday, the room access cards did not work. After returning to reception, two new cards were issued, but they also failed. After much effort, we managed to enter the room and realized the real issue was a moldy door lock that does not read cards properly. This was a frustrating start. Breakfast Buffet The breakfast buffet was expensive compared to the limited variety offered. For a property of this category, expectations of selection and quality were higher. Pool Area The pool itself is magnificent. However, charging guests for floaters seems unnecessary. Additionally, food and drink service at the pool area is very slow and disorganized. Waiting 33 minutes in line for two drinks is unacceptable and directly impacts sales, since we decided not to order food at all. With proper staff coordination, this could easily be improved. Fire Alarm Disruptions On Sunday at 5:30 a.m., during vacation days, a fire alarm went off loudly inside our room. We were unsure whether to evacuate since the entire hallway seemed equally confused. Several minutes later it stopped. Unfortunately, the same alarm happened again that night at 11:30 p.m., lasting longer, and by 12:45 a.m. it could still be heard in other areas, again interrupting rest. Room Condition and Service Response The TV remained on all day because the remote control did not work. We requested assistance and were told a technician would come; after waiting 1 hour and 45 minutes, nobody showed up. Later that night, we went to reception again, and this time a technician came in a reasonable timeframe. He correctly identified the remote was defective and replaced it, but only programmed it for DirecTV, not the television itself. This meant I could not turn the TV off or use it properly, forcing me to unplug it from the wall to be able to sleep. Additionally, the room itself requires urgent updates: • The bathroom sink only provides hot water, making simple tasks like brushing teeth uncomfortable. • Shower handles are extremely stiff and require excessive force to close properly. • The room lacked basic amenities such as an iron, a hairdryer. Hotel Facilities We went to dine outside the hotel restaurant to avoid risking further disappointment. We later visited the casino and tried to play billiards, but the area closed at 9:30 p.m. surprising given that it was a long weekend, when extended hours would have been expected. Overall Impression The property has potential, especially with a beautiful pool area and decent facilities, but poor organization, lack of room maintenance, service delays, and disruptive alarms overshadowed the experience. With better communication, quicker response from staff, full room updates, and more attention to guest comfort, this could become a great destination.

I reserved two separate rooms for me and my teens. When I got there, the prices was almost double of what it said when reserving. Got to one room, there were 2 big dead roaches on the carpet. It smelled like humidity. The second room wouldn't open with the key so I had to wait almost an hour for a room change. Went to eat an hour and a half before closing! Kitchen was closed so only buffet available. Children were supposedly half price then got charged full price for they're plates. The rooms were so outdated it was shameful. The pool was the only thing that made it worth it. It was a nice pool with a "River" and a slide. Pools had appropriate height for smaller children and adults.

I travel for work, stay in many hotels. This is by far the worst hotel I’ve ever stayed in. It can’t be legal. Where do I start? Black mold on EVERYTHING. Water comes in through the window when it rains. Beds don’t have fitted sheets so you wake up lying on a bare mattress in the middle of the night that’s never been cleaned I’m sure. No comforter just 2 sheets and 2 pillows. No coffee. No breakfast. TVs are 15 years old at least most don’t work. Hand soap is not provided… HAND SOAP? Really?? There’s only 1 working light bulb in the room. 1 outlet that works. You have to park very far from the rooms or pay a price for valet service. I felt disgusting just getting in the shower because of how small it is the shower curtain touches you at all times. But don’t worry about any of that, they are repainting the exterior and opening new slot machines so it’s all good. DO NOT GO HERE it’s better this place goes under as it clearly already is.