This is our second stay at this particular hotel. What we found to be offbeat and quirky the first stay turned into annoyance and frustration on this one. First, let me say that the location is spectacular and it is still the most relaxing hotel we've ever visited. The food (especially dinner from the restaurant) was great and the staff courtesy was amazing. Our plan was to make this hotel our choice for an annual trip on my wife's birthday, however, there were several issues that are causing us to rethink our plans for next year:
Ice Maker - the suite we rented last year (#1) had a broken ice maker and we reported it to management. This year, Suite 7 had a broken ice maker and since there is no guest-accessible ice maker, we were forced to constantly have room service bring buckets of ice. I know that's what the service staff is for, but if there's an icemaker in the suite, I expect it to work and it certainly would have been more convenient for us.
Leak - there was a leak in the roof of the unit that caused water to pool up in the kitchen. While we did report it and, of course, nothing much could be done during our stay, I would have thought the housekeeping staff would have made a note of it before we reported it.
Upstairs shower - it is an awesome, 2-person shower with multiple heads and a skylight. However, there was no cold water, so you were scalded within a few moments. We wound up using the downstairs shower for most of the trip. We had water temperature problems with our last trip as well.
Air conditioner - the air conditioner (especially upstairs) was so loud that it woke us both up when it would come on. Not much of a problem during the day, but it made it difficult to get a good night's sleep.
Kitchen - although our suite was equipped with an electric range top, microwave oven and refrigerator, there were no eating utensils, dishes, cookware, or cooking utensils so we could actually use them. We kept hiding items from our room service orders so we would have a few plates and some silverware. On our trip, we went fishing and did well, but it would have been great to cook up some of what we caught. Again, the food there is very good and the service excellent, but if there's something in the suite that's not intended to actually be used, it shouldn't be there.
We really want to love this hotel. The property is spectacular and the location is amazing. The staff is helpful and the management makes you feel very welcome. While the North African theme is not our personal style, it gives the hotel a unique charm. We still want to make this hotel the base for our annual trips to Puerto Rico, but our concern is that the issues we have run into on the last two visits make it hard to justify that, even if it's breathtakingly beautiful.
The oceanfront suites are expensive, but the plunge pool and private balcony make it worth it.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share with us your experience of your last visit and as Shakespeare wrote " Who ever loved that loved not at first sight"
Now it is our turn to meet your expectations and I am pleased to inform you that we solved our only "hot" water issue with replacing the hot/cold water mixing valve in the suites affected and are in process of ordering new ice makers.
As a general rule we do not encourage cooking main meals in the suits for many reasons, and as stated is not really set up for it, however, the microwave oven is available for heating up small snacks etc.
I very much enjoyed meeting you and hopefully you will visit us again in 2014 and in years to come and please contact me if there is anything I can do for you in advance.
Rincon, Puerto Rico
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.