Dan P
Google
The hotel itself is lovely — well laid out, attractive grounds, good in-room amenities, and the beach it sits on is genuinely great. From a purely physical standpoint, it looks like a high-end resort and delivers on that front.
It's pretty far (about 40 minutes and $50 Uber ride) from San Juan if you intend to go back and forth for dinner as we did.
Unfortunately, the biggest problem is, the guest services do not match the price point or the expectations set by the hotel’s branding and star rating.
I am currently a guest in this hotel paying over $450 per night. I asked for a late checkout due to a cancelled flight because of poor weather at my destination. I was initially told to call back at 7am. When I explained that I needed to know sooner so I could re-book flights or plan accordingly, the response became: “yes, late checkout… for a fee.” A fee, for likely a few hours, in a room at nearly $500 a night, this felt like poor and inflexible customer service at best.
Edit : I called again and this time, Raul, a superb guest services person understood my predicament and assisted me. This proved to be a very GOOD second experience from guest services... eventually.
Operationally, there are also some basic issues that shouldn’t exist at a resort of this size. The buttons for maid services are finicky resulting in our room not being cleaned for 2 days because of a privacy button we didn't see that somehow didn't reset when we left the room, as it should.The in-room phones all return a busy dial tone when trying to reach internal numbers, forcing me to call the guest services 1-800 number instead — which is frankly absurd. The spa cannot be contacted or booked via the in-room system either; you have to physically go there to arrange anything which is pretty tedious.
Further, dining options are limited during the day, with almost every restaurant closed except one. The food at the beach bars is not good, and the service there is equally underwhelming. In-room dining after hours is extremely basic and limited, which is surprising for a large resort with a casino on site.
The one additional bright spot on the service side was the concierge team — Jose and Carolina were excellent in organising a birthday celebration and were responsive and genuinely helpful, but they were very much the exceptional pair of services team that interacted with!
Nevertheless, I hold Gold status with Marriott, Hilton, Hyatt, and several other hotel groups, and this stay made it very clear that status matters far more than it should. On my next visit to Puerto Rico, I'll will likely choose one of those brands instead.
For the money paid and the expectations set by the hotel’s rating, this property falls short on some things.
But if these things are inconsequential to you, I highly recommend the property itself.