We arrived late on Christmas evening to the Cervantes Hotel after travelling for over 20 hours, and were looking forward to staying in the Cervantes Suite – as a Christmas treat, paying over $1000 for two nights, before catching a cruise ship.
We were greeted by night security whose only English was; “No room, No AC – We no charge you”, telling our taxi driver not to unpack our bags saying “no stay – no stay”.
The Hotel Management knew in advance there was a problem with the air conditioning. They did not contact us beforehand, they did not have anyone available who spoke English to explain the situation – and most appallingly had not tried to arrange alterative accommodation. (Many Hotels were full for Christmas - We were left to find our own alternative accomodation at 11.00pm)
The hotel claims it was a unique experience and suggest in the future we may wish to try again to sample the award winning quality customer service that characterizes The Cervantes Hotel– We had the most awful experience and will never stay again and suggest the only award it is likely to win is the “Fawlty Towers Customer Service Award for really Bad Service”
- Also Known As:
- Cervantes Hotel
- Cervantes Hotel San Juan
- Cervantes San Juan
- Official Description (provided by the hotel):
- The Cervantes boutique hotel at the gateway to Old San Juan is for sophisticated travelers that appreciate the fine art of hospitality. Inspired by the intimate 'town hotels' of Europe, rooms and elegant suites feature contemporary luxury designed by NoNo Maldonado. Exclusive penthouse suite with private terrace, spa-bath and keyed elevator access. Concierge-level service, free continental breakfast, flat-panel TVs, free Wi-Fi and parking. Enjoy creative international cuisine at our acclaimed Panza Restaurant. We are 5 minutes away form cruise dock 1,2,3,4. We are in the heart of Old San Juan. ... more less
- Reservation Options:
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