Patrick M.
Yelp
I checked in to Case Verde at 5 PM on a weekday, on my last night in Puerto Rico. I was hoping to relax and decompress by the ocean. The room itself was fine - not particularly modern, but clean. (Some odd things - no phone in the room, so you had to walk over to the front desk, and there was a mop and bucket in my room. Was I supposed to clean up?)
Unfortunately, the room shared a wall with the kitchen of the hotel's bar, which was incredibly loud. At 8 PM, I talked to the front desk staffer and told her this was an issue. I said I wanted to rest and get to sleep early, and asked when the bar would close. She told me midnight. I was not offered another room. It became clear by 1 AM that the bar may have stopped serving drinks around midnight, but they never asked patrons to leave. So at 1:30 AM, people were still shouting and singing, about twenty feet from my room. And there was nothing I could about it, because the front desk closed at 10 PM. There was literally no one on site who could address an issue until the next morning.
I slept terribly. The next morning, I explained what had happened to the manager. I asked him if the hotel would do something to make things right. He offered me a "very good rate" on a room the next time I visited Rincon. I explained that I didn't plan to ever be back (unfortunately) and asked for a partial refund. He told me the owner would not allow management to make refunds. And that was that.
If the hotel was much less expensive, I might have expected less. But at over $200 for a mid-range room, I think some basic service and customer appreciation would have been appropriate. I got neither. I gave management an opportunity to make things right, and they declined. I would not pay to stay here again, and I suggest anyone considering this hotel think twice. There are better options, with better service.
(Note: I have also posted this on TripAdvisor. I think it's totally fair to share this review widely, since I told the management I would be writing it).
