We were celebrating my husband's birthday. Checking in was disastrous. It began with being told that our $100 Resort Credit did not apply for our stay. After that, we were told that there was a room ready for us. On my reservation, I specifically requested a king size bed. We were checked into a 2 double beds room. When we arrived at the room. The room had not been clean. We called the front desk person and she apologized and told us to stay in the room while she found us another. The bellman (Jose) was extremely helpful he went downstairs while we stayed in a dirty room to get the key to our new room. We were given another room which was clean. Needless to say there was alot of back and forth with the Front Desk of the Hotel. After all the errors the hotel manager decided to give us the $100 resort credit that already due to us. The other complaint I have is that the Lagoon side does not really have any security anyone can walk into the Hotel. Next time I visit Puerto Rico I will be pay a little more and stay at La Concha.

My stay in 2011 was incredible, my stay 2012...... Not so much. In 2011 we stayed in an Ocean Suite room 1036 which was amazing. We returned and stayed in a Spa Junior suite and that room was great. But the view was ridiculous! Graffiti on the bldg next door being covered up by an advertising banner..... And an abandoned bldg out our side window....... And we could barely see the ocean. Note: Never pick a Lagoon Tower room!

For my first visit I was blown away by the A+ customer service Manager Maria Villa provided. I tried to arrange another visit with her but they said she no longer works there. I dealt with Leah Rossi the 2nd time and she was awesome! I had a Valentines Day gift shipped to the hotel for my fiance so that it would be in our room upon arrival and she saw to it that the plan was executed. Thanks!!

I admired her customer service and dedication, but when I tried to arrange my 3rd visit, she had a hard time getting back to me by email for weeks to confirm the room that was not listed online so I just stayed else where. By the time she got back to me, it was days before the trip and I'm not a last minute traveler!

At my 2nd visit, I even toured the family suite to confirm my interest of returning with other guests but it was so TINY. You are better off getting 2 rooms! (A guy at the front desk assisted and he was awesome! Name was Ortiz or Orlando can't remember ....short, bald to low cut head, attractive)

Also, they need to know that all suites should have moderate to large bathrooms no matter what type. The spa suite bathroom was huge!!! But the family suite bath was as cramped as the standard rooms bath!

I also noticed that Denny's was across the street on my 2nd visit....... Don't recall seeing it in 2011 but it was good food. They even served cocktails!!

Well, I think it's time to move on to other hotel experiences. It was great while it lasted.....

the hotel was nice, very modern and art-deco style. the rooms were very nice and clean. the pool area is great, beach is awful. the hotel is right on the water with a beautiful view. Service is good. hotel is in a great location--walking distance to everything in condado, and next to the bust stop to go to old san juan (only $.75 vs. $15 taxi each way). Was not impressed with the food at the hotel, in fact everything food-wish was average and over priced.

Not worth the cost. The hotel is advertised as a luxury hotel but just a standard hotel at luxury price. The location and grounds are beautiful but your treatment as a guest is far from luxury.
Casino is small.