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Night desk manager Jorge Ramos helped communicate an issue with upper management about our booking reservation with getaroom.com. There was no knowledge of a 29.87% charge that would have to be paid upon checkout. I was on the cellphone most of time of my stay at the hotel trying to have getaroom.com realize that they failed to disclose the information.
2 hours waiting line , to be told that they over sold the rooms
Service Room look cheap.
ROOMS AN BAR NO PARKING FREE
The staff was extremely helpful, friendly and attentive to our needs. Selected this hotel because of its location and to relax a bit after a grueling week. The lobby was nice and the check in process was really quick. Everything in the hotel was very clean and well looked after. The purchase via Kayak was not an inconvenience. The Casino was always full. I'm not sure if I was expecting too much out of the Sheraton brand but I found the rooms to be a bit lacking. Everything felt kind of outdated and second-rate. The beds were comfortable and the rooms were spacious but it didn't feel like an escape. It was more like a sleep in and get out. Even though the rate was reasonable I felt the parking should have been included instead of an additional $10 fee.
Location and facilities were pretty good. I will stay there again. For the price of a night in the hotel, it would have been good to have a refrigerator and microwave in the room. Noise insulation was not too good; I could easily hear people on the hallway.
rates too expensive
The room was nice & clean with adequate space. The service/trouble-shooting was excellent. The food at the restaurant was delicious with a well-rounded menu. The pool area was large and well kept. We especially enjoyed the whirlpool. The casino was also enjoyed by all. All concerns were handled quickly and professionally.
My Kids love The pool! After 8:00 pm There was nothing to do.
The property has good size rooms and a nice pool. The adjacent casino is small but convenient. Meal prices were fair. General cleanliness (hallways and elevators). Room windows did not close properly, noise from pool area reception was very loud. Front desk issues (wrong keys, parking pass incorrect, extra charges) The facility (on a highway outside of town) and has a daily self-park fee.
Nice pool, though not for lap swimming. The jacuzzi was nice and hot, though it could use more jets. We enjoyed the Happy Hour with free beverages. The "free appetizers" are just taco chips and popcorn. The free breakfast is alright - get there early if you don't want to wait in a long line. Includes greek yogurt, fresh fruit, as well as hot foods. The hotel is a short walk from a beautiful beach, where the guest is supplied with free chairs and towels. Umbrellas may be available for those who arrive early. There are some great nearby restaurants, Metropol is one. "Old Town" is 6 miles away. Nice, but don't get stuck in all the gift shops unless you really enjoy that kind of thing. The WiFi is useless. There is loud music playing often, which can be heard in any room, as all rooms surround an atrium.
The pool was great but unfortunately no access to jacuzzi at night. Within walking distance to a nice beach. Service was extremely slow. Had to wait an hour for a tiny pizza at the pool area and it took us 45 mins to check out due to very slow service and not enough staff on a busy Sunday morning. Lastly, we ordered glasses to our room that never came and there was a dirty towel in the bathroom when we checked in.
I guess the Outback at this location was a plus. Check in process. 2 workers working the front desk. One with her head down, another talking to another person on in maintenance. No feeling of being welcome at this property. Hotel room had cracked tile, mold and black spots in the tub in the bathroom. Also asked for a wine opener to enjoy a bottle of wine in our room. The bartender didn't have a wine opener!
This hotel was clean and had a lot to offer for the price! Although not located on the beach it was only a 4 min walk and worth the scenic route! The breakfast and the free happy hour made the trip!
Friendly staff. Nickle & Dimed. Pre-arranged amenaties, spa services and payment. All was lost somewhere between the concierge and front desk; so had to change plans and credit card.
Spa. And service The beach cafeteria takes too long and always gets the order wrong
Staff were very friendly and helpful. Facility was clean. Access to the ocean easy. Landscaping is mature and nice. This resort is confused. It has high end and empty jewellery stores but a down market casino and resultant clientele. The hotel has only one pool which doesn't function as a central location. The hotel itself has no atmosphere. Feels very loud and downmarket inside. The prices for food etc are extortionate. The hotel is located literally alongside the airport runway, so planes take off all day and evening beside you. Deafening noise on the beach. The beach is sketchy, not cleaned each morning. Bed service is managed by guys in a truck which spews exhaust over you and adds more noise. The beach isn't big enough to need that. Clientele smoke and in in case smoke weed on the beach so it blows all over you. Other clientele - the casino types - drink heavily in the beach and get loud etc. then there are the cell phone junkies talking loudly about their dreary lives at the top of their voices. Time to zone the beach.
Restaurants on the beach had great views and delicious food. Hotel was very clean. You get charged for every little thing.
Beautiful hotel right on the water. Staff was very nice and accommodating. Airport was very close and you could hear the planes at times. The food at the hotel restaurants was over priced at night. I wish the pool side restaurant was open all day.
Staff was very nice and place was beautiful restaurants were very good We had a lot of problems with ac first night
Good location and facilities, not a big Hotel, everything was easily accessible. Remodeling job in progress above the first room they gave us, the noise was disturbing, room was outdated. The second room they gave us, after our complaint was on a higher floor and recently updated. Why not gave a clean, updated and silent room on first instance?
Breakfast included hot choices, applebees and casino on premises. Overall good location. Room was spacious. Only hotel in this area, very much needed. Hotel staff very welcoming.... The pool area is very small and not very inviting.
This hotel is new and are very clean an confort. Breakfast need to improve. It is self service. The service is not good.
Best thing about this hotel is the staff. They were all friendly and helpful. I would stay there again. Only downfall is lack of gluten free options for the breakfast.
Beds are super comfty and cozy, the air conditioning it's wonderfull, rooms were pretty and well decorated, lots of space in the room. The staff was nice Pool is super small, we could not enjoy it because it was full of little kids and there wasnt any space, parking is like $10 per night, and they ended charging more, food is a little expensive kitchen and lobby are in the same area not divided, there are not so manny fun things to do at the hotel
I liked the location close to my parent's house. The breakfast included on the price was excellent. The 24 snack bar had variety and the food was fresh. The staff was very nice and polite. The room was always clean. Thank you I would have liked the garage included on my price. The gym needs antibacterial sprays to clean equipment after you work out.
Location access to the hospital where my mother`s was being operated on. Breakfast was outstanding... Front desk personnel treated me like cattle. Herd me in and herd me out. Rude comments made by the young person named Jose were very unwelcome. Regardless Hyatt will never again get any of my hard earned money.
*Lo bueno; Es el mejor hotel del área metro en términos de valor por tu dinero. Excelente servicio, precio bien razonable, incluye desayuno, limpio, bastante nuevo, casino, plaza del sol y restaurantes. *Lo malo; Deben reservar estacionamientos para huéspedes. Las cortinas del cuarto no funcionaban.
the hotel is modern and new. Plaza del sol, a shpping mall is nearby. You have lots of establishments for eating. location depends in what do you plan to do. If yor are visisting old San Juan is far away fron the hotel. It is half an hour trip by car.
Hyatt place was in a great location close to the historic area of El Morro but located in the center of the "city like" area. Was VERY clean and I am a lucky hotel stayer. The service of the staff to accommodate was exceptional. Everyone was very friendly and helpful when we arrived. This hotel has a great pool area for kids with an awesome mini water park.
The location and view The extreme lack of cleanliness. The food was deplorable as well.
Convenient location, helpful staff, and good wifi. Shower temperature was nearly impossible to control, shower head flow poor. Room was tiled rather than carpeted.
The staff made the experience even better! Everyone was super nice, but Dani, the bartender that works the rooftop bar, made me want to plan another trip there. He was super attentive and even brought us drinks while we were lounging by the pool! I never had to repeat what I had ordered with him. I could also see that he remembered what everyone else ordered as wel. So if you wanted a refill, he already knew what your drink of choice was! Super amazing personality!
This place is great. Clean comfortable room with WiFi. The staff is very nice and helpful. There are two restaurants on site - one is on the rooftop with a pool. If you want to journey out for food, there a two bar/restaurants just down the street that are very friendly. The location is not on a main road, so there is no hustle an bustle in front of the hotel. Towels and chairs are supplied on it's beach front location. I have been here twice and am definitely coming back again.
Location great. Staff very helpful. Mist bar too windy. Hotel looks terrible during day but hides it all at night with darkness and blue lights. Gym is worst I have ever experienced. It is empty of equipment and miniature. Pool is overly small. I have been all over the world and this was the worst value for my money ever. This is truly worth $150 per night max.
Quiet, even next to the elevator. Friendly staff. Value. 15$ for valet parking, no choice.
Nice chick place. Rooms are good, only mattress under you might report its excessive mileage it loud fashion. Otherwise nice stay. good roof top bar and restaurant food is great.
Friendly staff Waterfall in elevators Biting sand fleas on beach Not oceanfront...Road separates hotel from beach Creepy drowned woman photo on bedroom ceiling Loud sounds from rooftop bar radiate into room Small bathroom Hard mattress
Location is pretty good -- right across from the sea, and in the middle of Isla Verde. Looks like an poor old building with a little jazzed up lighting to make it "hip" -- and charge the extra $$$. For some reason staff seemed bored and unfriendly (in total contrast to other good hotels in SJ -- like El Convento, and the Vanderbilt).
I've had a pleasant stay on many occasions except this time. I stayed in 2 rooms and had to ask for the linen to be changed in both. Hair was found in the blanket on both beds! Gross!! Once is an oversight, twice is an issue.
The staff was hands down some of the best i have ever dealt with. Location was good, within walking distance from the beach, plenty of places to eat at the hotel and in the surrounding area. You have to pay for parking no matter if you are a guest of the hotel, which is very ridiculous. The floor needed to be vacuumed and the shower was dirty.
It was clean, in order and as expected. Very inexpensive and welcoming. The bathroom is small, but what else does one need. Not much else is neededZ if you want a large bathroom, this isn't the place for you. If you are okay with what a human needs, it's perfect.
The professionalism is A+++++. We missed our flight and the staff did everything possible to accommodate us back to the hotel. We were so happy and thankful for their services. None
The Wine and Tapas Bar was short handed. During special events the Bar needs two peop l e to staff. The food was very good but the distance from kitchen is a problem. Better communications needed.
Updated facilities Good reliable wi-fi Beach across the street Plenty of restaurants in the area Friendly and helpful staff Bus right in front of hotel
THE WHOLE ROOM WAS VERY NICE EMPLOYEE WERE VERY HELFUL IN TAKING CARE OF US TO MAKE OUR STAY WOUNDERFUL THE RACKET COMING FROM THE OTHER ROOM WAS SLOVED BY THE EMPOYEE WORKING THAT NIGHT THANK YOU DOREEN SOMNER
Good location across from the beach, near the airport, and close to attractions and shopping. Comfortable room. Beautiful Lobby The pizza restaurant on site is awesome. The girl that works there was super nice! Nice bar I lobby A few of the front desk staff need customer service training. 1 was just plain rude! Confusion over my 2nd day reservation on their end but I had to physically go down to the lobby and show them my confirmation. 5 minutes later I get a call from another person asking if I needed a late check out. What?!?! I literally just showed you my confirmation for TWO nights. There is a nice large pool but only 8 loungers and 2 tables. Our group of 3 and another couple had to lay or sit on our towels on the concrete. Lack of lightning in the room, but it's a boutique hotel so I guess that's expected. Charge at check out was $40 more than what was quoted when I booked.
Beautiful older resort close to Resturants Way over priced. Payed 400 total for room for one night and had to pay 50$ to use the pool and beach area. I would never stay at this hotel again.
Very comfortable and relaxing rooms . And there is plenty to do and very close to airport .
The front desk staff upon check-in was very welcoming, helpful and informative. I love that the physical integrity of the lobby has not been changed (yet). The entertainment (Calma Carmona) on Thursday night at the lounge was amazingly talented! Hilton recently purchased the property and are in the process of a $60-million renovation project. The soft opening was February 5, 2017 -- two weeks prior to our stay. According to the staff we spoke with there are currently only 50 rooms completed and available for rental. This became obvious when the hammering and drilling started at 7:30AM! Sleeping-in while on vacation was impossible. The casino in the lobby has been removed! This use to be a huge draw and great source of entertainment. Evidently there is no plan to replace it. The non-authentic food by the pool was less than mediocre. Although there were only 50 rooms available for rental there weren't enough chairs by the main pool with the swim-up bar to accommodate the guests. What will happen when they are at full capacity? The construction dust near the second pool made it difficult to relax and breathe.
the atmosphere and the nightclub,
Ballroom, Restaurant Meat Market and La picolla Fontana, Lobby music, casino A/C of the room was good Housekeeping staff were always talking on the corridors in the floor and with there cellphones on with loud music. Curtains of the room were broken Space of bathroom is too small and uncomfortable I tried to call from the room phone to housekeeping and nobody answer it. Floor of the room was not clean after housekepping The A/C of the lobby was too warm
The staff very nice!! Great music entertainment. Great restaurants and shops. The casino was very nice too. Food. Needs more authentic Puerto Rican food. ;)
the booking was mixed up from the time of inception i had to call booking .com because el san jaun did not have my reservation the hotel checked us out of our room on august 2nd instead of august 3rd like reserved and the room rate was very high with a view of brick walls the pool was shut down from august 2-4 i'm notpleased with the whole experience
great location. great restaurants. clean rooms! Staff was very attentive. Pool side bars had very slow service.
Beach area is beautiful There are plenty of pool options Lots of eating options on the grounds (all are pricey such as $25 for a burger, fries, and a Coke) Our room wasn't ready even though it was after 3:00pm, so we got a $50 hotel credit! Near an area with good food options like US chains, US fast food, Puerto Rican/Dominican foods, bakeries, pizza, and burgers. It felt like overall they need to update the grounds They are charging you based on what the hotel used to be in it's glory days, not what it currently is. Mini fridge kept popping open/didn't cool drinks that well. You need to get to the pool area by 10:00 to get a bed or chair with un umbrella.
The central Areas inside the hotel were chic and clean. The outside areas around the pool were not cared for. There was trash laying around that the staff would walk by... it rained part of the time we were there and instead of removing the chair cushons or even flipping them on their side they simply let the cushons gather rain water on them... when the rain stopped, they would simply throw the towels on the chairs over a puddle of water. The room was just okay. They charge ridiculous prices for everything!
The location was great No microwave for guest to use
Love the accommodation,cleaning,staff was great Not family hotel,there's nothing for kids even teenager It's very expensive,we pay $21.00 dollar just for a bottle of water and a banana smoothie by the pool
The building is gorgeous. Spanish style authentic feeling villa with some personality. Fairly short walk to the beach for a reasonable room price. Airport a bit too close. Also, I'm pretty sure the room I stayed in had bedbugs, but that problem seems to plague a number of area hotels.
The rooms were good, clean and were what we needed after a day of traveling or on the beach! Needs better WIFI access, other than that all was good.
Horrible hotel not worth the 100 bucks Everything
Value price Proximity to airport and beach That San Juan allows burning of rubber tires close to beach and airport. On landing it looked like an airport fire and filled the air with accrid smoke upon arrival. The pool of our hotel, our rental car and I'm sure everywhere in San Juan was covered in tire ash the next day so nothing was usable. It didn't affect our travel plans but something to note when booking a hotel in San Juan as they seem to do this all the time.
Location; value; friendly staff; bar/restaurant; views; music/atmosphere; gardens; wifi;safe in the room and huge closet; air conditioning worked very well breakfast included; parking free and available; staff helped me check-in for flight and print boarding passes; airport nearby. Incredible bargain amongst expensive Isla Verde hotels with an excellent reasonably priced restaurant and bar with spectacular view Bed against the side wall, so one of you must climb in and out of the bed; couldn't get much hot water in the shower
Friendly staff, and clean comfortable rooms At check in, I was told kitchen was open until 10pm. Upon arrival to the restaurant at 9:20pm, I was told the kitchen was closed.
Location No extra parking for guest and they only had valet parking for an extra charge. Very small parking area.
Friendly staff, great location.
Being by the beach. I did not like the Techno "BOOM BOOM BOOM" until after 3 am. When I went to complain at the front desk at 2:30 am there was a whopping 3 people in the bar/restaurant. Need to sound proof the rooms. Migraine in the morning. Not relaxing at all.
only beach yes!!!rooms are horible,linen wasn't change no once!for money we paid we can stay in hotel 5stars:((
The enviroment in front of the beach tthe ambiance at Night make your stay so comfortable and Peaceful small place but great location! Nice Rooms and nice food at cafelaplage rest.
Nice and helpful staff. Don't fall for the pictures - they are from the bar attached to the hotel. The rooms are tiny, dirty, poorly furnished and full of mosquitoes. Very disturbing and uncomfortable indeed. The shower is disgusting. Breakfast is not included although the site says it is. Wireless internet only gets signal in the lobby and there is no telephone inside the rooms, guests need to use the reception's. The staff is very nice and friendly, but that does not make up for such a poor experience. Not to be recommended.
unique hotel compare to the other resort type of hotel nearby. Good design, very good choice of furniture. Love the bar at the beach
Couches on the beach. 20 steps from the beach. Outdoor bar overpriced outdoor bar, broken bed, shower without water pressure, small room, weird windows, AC broken, no ice machine, glad it was a deal and not full price
The location Too plain. Tv from The 80's
Stay away !!!! Stay away from this hotel. It took us 1 1/2 hours to fing this hotel. We booked 2 rooms. One for me and one for my 2 sisters. We found roaches in both rooms. The staff was not efficient at all. No hot water in my bathroom. The safebox did not work in both rooms. This was a horrible experience. Stay away............ It is better to sleep in a rental car than at this hotel. Horrible experience. The staff, the roaches, the lack of hot water,the safebox not working............
the receptionist was very helpful and pleasant. the shopping mall was a block away where food court was available and basic necessities quite a drive from the airport to the hotel approximately 30 to 40 min likewise from the hotel to the port
Nice staff. Very polite. Comfortable beds No hot water.
Cant complain about the hotel, is a well placed hotel Near couples of restaurant and plazas/malls. Quiet and confortable. Well what they call Continental breakfast is not that continental or near it, that is the only bad thing.... But if you dont mind about that, the hotel is good.
My boyfriend and I stayed there the first night we got in to Puerto Ricobecause it looked nice, the price was right and it was close to the airport (we got in pretty late). It also happened to be pretty close to the beaches and restaurants etc. We enjoyed our stay. Marisol was a wonderful host and offered great communication and knowledge of the area. :)