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8270 reviews
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Jan 18, 2025Spa massage
Carlos in the spa was amazing… great technique, kind, deep tissue just perfect! Best massage I’ve had in a long time. Spa was calm, relaxing. Only negative was relax room had no fluid in the water dispenser and no fruit/ nuts in the serving tray. Thank you!!!! Kristin McCoy
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Jan 17, 2025Pathetic Puerto Rico Hotel
Wow! We are still here but there are so many disturbing things about this hotel, that I needed to write my review already. The absolute worst thing about the hotel is the front desk supervisor- Roberto. I was using points for this trip and the points were in my husband’s name. We called Marriott as well as the hotel, multiple times to ensure this would not be an issue as he was not arriving with me. When I went to check in they immediately said I could not check in without him. I asked to speak to a manager and they sent up the front desk supervisor, Roberto. He was the rudest person and actually condescending. He told me not only could I not check in but I could not use anything on the property until 1) my husband called Marriott and changed the reservation type(which was already correct) and 2) my husband should email him saying I had permission to be there and also he wanted a photo id from my husband. He actually treated me like I was trying to sneak into this sub par property. He told me we could use the beach since all beaches in PR are public, but that I could not have towels. Well my husband wasn’t actually just sitting around waiting to do all this and when he was finally able to contact Marriott- who said there was nothing he needed to do, and then send Roberto the email, good ole Roberto’s email kept bouncing back. So I then went and found him and showed him the email. He said that was not good enough and I needed to forward him the email to make sure it was actually sent from my husband. Uhm for real? I have never been treated like this in my life. We were already pretty annoyed with Bonvoy lately, but I can firmly say that this experience has led us to the decision to move on from this hotel group. After several hours, we were finally able to check in. We were given a dirty room on a loud floor. The hotel claims the rooms are renovated. While they have clearly thrown some new paint on and redone the floors, it’s so cheaply done. The floors have paint splatters on them. They look like dirt spots and I keep trying to clean them. The walls have tons of dents and uneven surfaces that they clearly didn’t plaster before painting. The room is so dark. There are multiple light switches that don’t connect to any type of lighting. The room smells of mildew and it is just a very uninviting place. We can hear the people in the next room loud and clear. As for the beach- the chairs are old and falling apart. Service in the beach has been inconsistent. As others have said, the building blocks the sun for a large part of the day. The food so far has not been good. Today we got acai bowls from the acai stand on property. The lone worker did not wear gloves and we watched him chop fruit and toss it into his bare hands. There also is no place for him to wash his hands there. He got both our orders wrong and argued with us when we corrected him. He also did the same with the people on line in front of us. I would not recommend this property to my worst enemy. Bonvoy has lost us as customers after this trip. The 2 stars are for the few moments on the beach when there was not music blaring from rude guests.
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Jan 17, 2025Do not subject yourself to this
What a letdown. 1. Rooms are super musty, stuffy and smell. 2. Walls are paper thin, I listened to a baby cry until about 3am. 3. Check in process was complicated 4. If you're staying here because you have Marriott status, don't. They don't honor any of the perks here. 5. Don't expect staff to know anything about the layout of the resort, hours of the restaraunts, or general information. 6. Prices here extremely out of touch. I ended up leaving as soon as possible to get to the next destination. If you're excited for something other than a clean bed (relaxing atmosphere, nice room etc.), temper your expectations. On the plus side, this is such an amazing island with so much fun stuff to do and culture to experience. If you haven't booked this place you're in luck because there are lots of fantastic options nearby. Have an awesome time!
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Jan 12, 2025
Outstanding Stay
5th time staying here and can’t wait to return. Wonderful location, great pool area and very friendly staff. Rented a cabana and had the couples massage at their spa. Both very nice experiences. Many restaurant options right out the front door. Highly recommend.
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Jan 12, 2025Very pricey for what you get
The hotel is dated. We had 2 days in seven where the towels were not replaced and so we had to approach a housekeeper on the hall. The 2nd time we called and I found that they weren’t very nice on the phone. Would choose another hotel in the future.