Whitney W.
Yelp
Where do I start... my husband and I are both travel nurses and when we got married during the pandemic our honeymoon got cancelled, this was a redo honeymoon and birthday trip. We checked in on Monday and we're in villa 5143, it's quite a walk from the ocean and restaurant and amenities at the resort. The zen pool was closed for maintenance so the only pool opened was the tiny one by the restaurant. We got a villa at a resort instead of a hotel room at any old place because we wanted the amenities and a kitchen so we didn't eat out for every meal. On Wednesday evening around 7pm the power went out, my hubs and I just went to bed because we wanted to get up early to surf and figured it'd be back on in the morning, it wasn't on by 10am the next morning so we went and spoke with the front desk, who mind you had air conditioning and running water and full power, apparently some of the villas have backup generators but ours didn't. They said they could move us to another villa but itll have to be around 3pm, so now 36 hrs without power, my husband and I can't flush the toilet that has pee and poop in it from 36 hrs of no running water, have no drinking water or ac and they offered us a $12 gift certificate for water at the restaurant, we had bought groceries that all went bad in the refrigerator as well. They moved us to an oceanfront 2 bed 2 bath villa, the one nice one that's pictured on the website, with a private pool. There was a hitch though, we could only stay in this one from Thursday and check out Saturday before noon and move to another villa bc this one was rebooked. We had no choice. The oceanfront villa shared a generator with the people next to us who had just checked in and the front desk did not tell them we were on a generator and that they couldn't use hot water, microwave, etc, just the basics. So the people next door kept tripping our generator. Saturday came around and we were moved back to our original villa in the very back of the resort. So every 2 days we had to move rooms. We finally checked out Monday at 11 and they basically did nothing to accommodate our horrible vacation, it was stressful and not relaxing at all, I booked this villa because of the amenities and kitchen space and close to surfing beaches, my husband and I every time we went to pick up different keys we complained and requested some sort of refund or discount for our horrendous week, not once did any manager come up and talk to us, apologize for all the hassle we went through. We got 12% our stay roughly $250, they compensated only $69 of a $200 grocery trip. Mind you we had to spend way more money than we wanted to eating out extra because none of the kitchen appliances worked Wednesday- Friday because of the power outages. The front desk just blamed it on the island outages. We paid a lot for this trip but apparently not enough to get a generator to our original villa, and no one cared, we had to just deal with it. No one cared that for 36 hours we had no drinking water and had to continue peeing and pooping in a toilet that wouldn't flush. Also there was no wifi or television that worked Wednesday-Sunday, and only at the resort restaurant could you get cellphone service. If you get stuck staying in building E4 be prepared for constant construction on the buildings around you. The living conditions we were stuck in were a major health code violation. Don't waste your money, stay at the caribe Hilton in San Juan, we stayed there Monday night before we flew out and it was the best part of our trip, getting out of villa Montana hell!