the staff was not nice

breakfast was a scam

Stayed in September 2023

We begged for towels the entire time. The constantly told us they were being washed. Air unit went out. I was told I would receive $200 compensation back for the inconvenience I still have received.

Location

Stayed in July 2023

Despite being advertised with windows on Booking.com the room we were staying in had NO windows...felt like we were in a jail cell. The doors of the rooms were very thin so we could hear other guests screaming late at night which added to discomfort. on the last night before departure, the power went out leaving us in sweltering heat 30C+ with no air conditioning, no light, no elevators - had to carry suitcases down the stairs and in total darkness... unacceptable for this caliber of the hotel... we haven't even been offered a discount for the inconveniences caused.

Was thoroughly impressed with the exceptional cleanliness. the housekeeping staff did a fantastic job maintaining the room. the rooftop amenities offered a breathtaking views of the city and provided wonderful space to relax.

Stayed in May 2023

This review has been hidden because it doesn't meet our guidelines.

Noisy, not too clean

Stayed in March 2023

I didn’t like the showers not working at 100% and no hot water 100% the pool is a lot smaller in person

Love the elegant look

Stayed in February 2023

we were told that a couples massage was $150 for 50 minutes. on the final invoice it was 2x150 plus tax and they added a 20% tip without our consent. $414 even in the finest Spas around the world you wouldn’t pay this price. this is a total scam. breakfast to the room was served in plastic cups and burger packaging. $64 for 2 coffees, fruit and a Joghurt. had to paid at the door - staff automatically added 25% tip again without consent.

outstanding pool rooftop

Stayed in October 2022

The room had a leak, (said it was the humidity) the floor was wet the whole trip except when housekeeping came to clean up. I had to sleep on the other side of the bed just so I wouldn’t fall. Good thing I was alone.

The pina coladas we’re amazing. The food was okay but way too pricey.

Stayed in October 2022

Staff treatment is horrible if you don't "look" american or "rich".

Stayed in September 2022

The water pressure went out and air condition went and no one came to fix it . I think that was a bit odd for how much o paid for my room . Damien checked is in and was not friendly the entire stay . He offered others shots and told us they were out then once he left we asked someone else and she gave us the shots . He told us the pool was closed for an event and in the elevator the woman who was over the event told us we were welcome to come until 6:30pm which was 3 hours later . After that I just spent most of my time on the island and not the room I paid for .

Location great everything was close enough to conveniently Uber . Very clean . Big beautiful bathroom

Stayed in August 2022

hotel doors was so noisy , very loud sound , I couldn’t take a nap . so sad . poor breakfast . won’t come back again . very poor internet service

I like the pool , jacuzzi , hotel staff was so good . cleanliness .

Stayed in June 2022

no way is this place a five star hotel. our breakfast was delivered in a brown bag and throwaway boxes!

Not much. this looks like the typical tourist trap. bookings is complicit in allowing misleading advertisement on their website.

Stayed in May 2022

it’s not on the same elevated level as the photographs. misleading as far as the property conditions.

staff were super helpful

Stayed in April 2022

staff has no training whatsoever, super lazy and does not think more than a chimpanzee, manager not helpful, total disregard to clients; understaffed in general; when I was checking out after 6am there was no one in the hotel (either reception, concierge, lobby or outside).

nice view (unless you are not so lucky to get the room without windows; feels like basement cell priced at $700/night), comfy bed

Stayed in March 2022

The Hotel: Based on the hotel pictures and the price, this was not worth it. The hotel itself looks as if they took an old property and covered it in gold to pass it off as a 5-star hotel. The hotel is SUPER small. A lot of the "gold" fixtures were rusty/old. The building next door to it was abandoned. And unless you get a "lake" view, the city view consists of you staring into people's apartments across from you. The smallest room doesn't even have windows... The Room: The rooms were advertised as soundproof which was a TOTAL LIE. Not only could I hear every little thing happening in the hallway from my bed, but I could clearly hear the conversations of the valet below me, neighbors fighting across the street, panhandlers, everything. I came to this hotel specifically for a soundproof room with a great view for rest and relaxation. Instead, I got a room that was half the size I expected and louder than my neighborhood back home. The Amenities: The jacuzzi stopped working several times. It was a hit or miss on whether I would get a breakfast menu at night. They ran out of cups, ice buckets, ice, washcloths. They make a point to let you know that you'll be charged if you smoke in the room. (I don't smoke anyway.) But then I found several cigarette butts stuck into the grass wall on the patio. Empty edibles packages in the armoire. There were blond hairs in the tub when I first got there. The restaurant food was decent, but overpriced and plus gratuity included. You'll find better food walking 5 minutes to Waffle Avenue, New Taste Chinese, or literally anything else. Oh, yeah: Another review mentioned something about prejudiced front desk staff. Apparently, another Black couple was asked to leave their bags in a back room and explore while their room was being prepared. I arrived at 4pm and the same thing happened to me. The front desk clerk (Grisela, maybe?

Well, it was Instagram worthy... You're wasting your money, but at least you'll get some nice pics to flex with.

Stayed in December 2021

over all service and efficiency the price room service

the deco and the pool

Stayed in December 2021

The clean up service was poor. Housekeeping didn’t bother on cleaning the sinks, floor nor toilet. When engineering came to look at the shower he brought his big muddy boots in and walked in the shower. I assumed houskeeeping would clean up but never did. So I had to ask them and they never came back. I used shampoo and a towel to do it myself.

The hotel is gorgeous. The room is so big and the whole aesthetic was very much on point. Undoubtably one of the best hotels I’ve stayed in. Usually some hotels have amazing lobbies and rooftops etc and then the rooms fall flat. This room and bathroom was really nice. The decor and detail was excellent. Great hotel but the employees kinda suck. I wish they were more organized and had solutions for common issues!

Stayed in October 2021

Upon arrival and receiving my room key I wasn’t given any details about the amenities in the hotel nor told how to use my room key. My room wasn’t cleaned very well and the bedding was dirty, and when I complained to the front desk about the bedding I was told that it wouldn’t be able to be changed until the next morning. The next morning had come and I left the hotel and came back after 1pm and the bedding still hadn’t been changed. After complaining it took about another hour for the bedding to be switched out. The room was also very hit and humid. I complained to the front desk about the air not functioning proper, but it took another two days for someone to actually come into the room and fix it. It was so hot that the walls were sweating. The hotel is also next to some condemned buildings that have graffiti all over them. Although the location was great because of it being around lot of restaurants the proximity of the condemned buildings was a turn off! The hotel honestly doesn’t give in person what it markets itself as online.

It was in the Condado area so there were a lot of restaurants and beaches in close proximity

Stayed in October 2021

Our room had A/C issues the whole stay. There was excessive condensation which made for a VERY unsafe situation seeing as there are marble floors throughout the room. 3 of my friends slipped and feel due to the water dripping from the ceiling vents. When we notified maintenance we were told it was because we were leaving the balcony doors open or running the shower too hot which made no sense because we had been out ALL day exploring the city when we came back to the issues stated previously. I also feel there was a bit of racism we had to endure which was very off putting. While lounging in the lobby waiting for an uber we were asked several times by several employees if we were just "hanging out" or had rooms in the building while there were quite a few Caucasian guests doing the same but weren't approached at all. I ( an African American female) told the employee we were guests at the hotel but my answer wasn't good enough until my Spanish speaking friend confirmed. There was no language barrier she just didn't care until someone told her in her Native tongue. We all were very disappointed to say the least and WILL NOT stay at this location again. The island of Puerto Rico is so beautiful and this experience hasn't soured me from coming again but I hope the next time is better.

The aesthetic of the hotel was nice for pictures and the front desk staff was nice and tried to be accommodating.

Stayed in July 2021

Resort was overrated. The price I paid to stay was not worth it when I got there. The room is small, not much space at all. Can’t smoke on balcony or they take $500 from your card. It was really nothing to do and everything was over priced

The peaceful balcony.

Stayed in July 2021

The air barely works the showers and tub were “tarnished” glitter everywhere on bed and chairs outside and hair not mine all over the floor

The pool and interior decor was amazing

Stayed in July 2021

2 of my days we were out of power for some time . We wasn’t compensated for the inconvenience . Also I had roaches in my room . I just think maybe a meal should be included . Also parking should be included.

The rooms were really nice

Stayed in June 2021

Nothing

Stayed in June 2021

The hotel was supposed to refund my payment because I was charged twice for the stay. I was told that it would take 7-10 business days; it's been more than a month and I have yet to receive the refund. I have emailed the hotel with no response. I have called several times and was told that someone would contact me...nothing.

The rooms are very spacious. The pool is nice but its quite awkward having to walk directly through a restaurant with swimwuits on to get to the pool area. Very inconvenient.

Stayed in May 2021

Nothing at all

The service, we had an issue with our AC unit in one room and the kindly moved us

Stayed in June 2023