One maintenance problem after another
First the positives: the rates are reasonable and the location is good - it's a very short walk to the beach. On an upper level floor the street noise wasn't bad at all.
The beds were a bit below the US average in comfort. The air conditioning control unit seemed to be inactive; there was just an on/off switch on the plug. We alternated between sweating and freezing. The shower water temperature also varied wildly, made worse by the control being worn and difficult to manipulate.
On 7:15 Saturday morning the fire alarm went off and we had to descend 11 flights of stairs. There seemed to be no concern at the front desk and no firemen, but apparently the alarm retriggered, disabling the elevators, so after awhile of watching CNN in the lobby, we climbed back up to the 11th floor.
At 11:30 Sunday night I was awakened by a maintenance worker at the door who spoke only Spanish. He radioed to the front desk for translation and the loud response (which surprisingly did not wake my sleeping wife and stepdaughter) was there was a problem in an adjacent room and a valve in our room had to be checked. I grumpily let the worker in. He left after a minute without turning off the light or closing the door behind him. There was loud laughter in the hallway so I closed the door and went back to bed. I was on the verge of falling back asleep when the phone rang. It was the manager explaining that there was no water in the room next door and that likely we had no water either. I said I'd check that out in the morning, tested the sink faucet (indeed, there was no water), and went back to sleep.
At around 1 am that night, the fire alarm went off again. This time my stepdaughter called the front desk and was told that it was a false alarm.
At 7:40 there was another knock on the door, waking me up. It was the maintenance worker once more. I must have told him to go away because when my wife got up first, around 9, she called the front desk about the lack of water. The worker came up promptly and opened the valve in the closet.
Then there was our room not being made up for two days in a row, apparently because some articles had been left on a bed, but that doesn't really compete with being woken up four times in one night. (I would have communicated via a note under the door during sleeping hours.)
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I would like to convey to you my most sincere apologies for not meeting your expectations during your recent stay. I want you to know that your feedback is greatly appreciated and I am sure it will allow us to point out the areas we need to improve. I assure you I will take corrective measures to ensure an experience like yours does not repeat itself. I already met with our Department Heads and discussed your review specifically to look into these matters, since it’s our one goal that every single guest enjoys the Condado Palm experience as we continuously work to enhance our product.
Once again, I apologize for the inconveniences you went through and I hope this isolated incident won’t keep you from giving us the chance of making it up to you and win you back in a future stay. Thank you for staying us and for sharing your comments with us. We look forward to the opportunity of welcoming you again and providing you with a pleasant and memorable stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.