On May 11, 2013, I made a reservation for the Hotel Comfort Inn at San Juan, Puerto Rico. I was traveling to attend to the funerals of a relative (I was born in Puerto Rico and have family there). I made the reservation through AARP/Expedia and got the Confirmation Code: 86272328 from May 24th to May 25th. The day of the trip, I called to the hotel to confirm the reservation from the FT. Lauderdale airport. When I spoke the hotel's front desk person, I announced her that I was under way and she confirmed me that everything was in order. My husband is undergoing a medical treatment and requires to get a shot every Friday at bedtime, so it was a relief for me that everything at the hotel appeared to be in order. Sadly, the story was the opposite. First, when we arrived to the parking of the hotel to get to the reception, there was not a free parking spot available. In the vicinity of the hotel, there are different places to drink, restaurants and of other social activities and looks like all this people parks in the hotel parking without restriction. Therefore, my husband had to stay at the car while I was doing the check-in at the hotel. I gave the copy of the reservation to the front desk lady (the Manager was next to her). I noticed that the two women were doing gestures while looking to the computer so I asked if there was some problems with my reservation. Their answer was that I had no room...they sold all the rooms for the weekend. I explained that I made the reservation two weeks ahead and that I confirmed the reservation that afternoon and was told that everything was fine. They told me back that I had no room at the Comfort Inn. In its place,they offered me a room in a hotel accross the street, named "Hotel Campomar". Being a native from there, I knew this other option, was unacceptable( Hotel Campomar is very old, dirty and smelly). So, I declined the offer. It was 11:00pm and these people were unable to help me. I called to Expedia and the concierge lady (Melissa) helped me to made a last minute reservation in another place, which was not my first option. This is a very irresponsible, unprofessional and incompetent hotel management. Stay away!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 11, 2013
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On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.