I would give zero stars but that was not an option! Do not stay at the Marriott Courtyard at Isla Verde in San Juan, Puerto Rico. It is an absolute nightmare!!! My husband and I, as well as my brother in law and a friend of ours stayed there from Dec. 26th 2012 to January 1st, 2013 and had a horrible stay. The hotel is in dismal shape. The interior is extremely dated, dirty and dingy. The service there is disorganized, disinterested, extremely slow and inefficient as well as I believe dishonest. Our stay was so bad I do not know where to begin. This trip was my husband and my 9th anniversary. I made the reservations 8 months in advance. I asked for a king room with an ocean view for my husband and I and a double room with an ocean view for my brother in law and his friend who joined us. I double checked these reservations four times before we got there. When I arrived they had my husband and I in a double room with an obstructed view. Our room looked shabby to say the least, not what I would have expected from a national brand such as the Marriott, with peeling wall paper, a dingy, dirty bathroom and carpet, missing art on the walls with shadows showing where things once hung. We had a view of the airport and a parking garage roof not the ocean as we would have hoped. The internet never worked even after several complaints nor did the television. I was told the hotel was 100% booked so my room could not be changed. We were also eaten alive by fleas, terrible bites all over our bodies, just horrible. The desk people said it was sand fleas that came out at night but with the look of the room I am not sure I believe them.
My brother in law’s friend had his $1,000 camera stolen from his room on the first day there right after he checked in. He carried his luggage and camera bag into the room, left it on the bed then went out. When he returned to his room a few hours later his camera bag was no longer on his bed where he had left it. When he told the front desk about this they simply told him that was not possible, no one that worked there would do such a thing. They said they would look in to it and to check back later. When no one contacted our friend after several days, he checked back later and no one knew what he was talking about. The person he spoke to about the theft the night it occurred did not write up the incident so there was no record. The new women we spoke to was rude and argumentative saying that we should have filled out a police report right after it happened as well as an incident report for the hotel’s records but when we had mentioned the police at the time of the theft the person our friend spoke with asked that we let them look into it first. Admittedly my friend should have taken this person’s name and insisted on the police begin called and the theft reported but we were on vacation and on our way out for the evening and he did not want to make a big deal out of it and take the time to do all that at the time. I wish he would have but that being said, items in your room should be safe and the person working at the time should have known the appropriate protocol for such an instance and insisted it be followed or at least made us aware of the protocol and given us the choice.
This was just the beginning. I sent items to dry cleaning and they were lost for two days. I had to have someone track them down. Thank goodness I had my tag because it would have been lost otherwise. We received several charges to our room that were not ours. When I spoke with the women at the front desk about the charges she asked me if I was the women with the baby who ordered all the food. I do not have any children and there should have been more oversight as to whom and how people charge items to rooms. You have to sign the check at the time of purchase and when asked to present these checks for the disputed orders the women was unable to present them so they were taken off my bill. Not only did I receive a number of room charges I had to dispute, so did my brother in law. The price gouging at the hotel between the absolutely abysmal foods that tasted as if it came right out of a microwave box or the $10 sodas were ridiculous. We ordered two mediocre Quesadas with plan cheese and four Coronas that took, no exaggeration, an hour to get and it cost $60. I asked for a soda and the waitress was nice enough to let me know that by ordering soda on the beach it would be $10! $10 for a coke but there were free refills. I needed sunscreen and all the hotel shop had was 4 or 8 which is ridiculous to begin with but on top of that the hotel was charging $21 for a $5 bottle of banana boat. We luckily found a Walgreens down the street and we were literally able to get the same bottle for about $5 and change.
At checkout there were a number of hidden charges such as $50 a day for a resort fee for using the pool and beach? Taxes I know about but four different taxes that were very high, a $42 a day government tax, $30 a day state tax, a $10 a day city tax and then an 8% a day sales tax! Friends of ours stayed at another hotel down the strip from us and they did not have to pay half those taxes! When I made the reservation the room fee was supposed to be $199 for myself and my brother in law for our rooms the first night, then $235 for the remaining nights. Luckily I brought a printed copy of this as they tried to charge us $285 a night plus and extra $150!! A night has they thought we had four people in each of our rooms and charged an extra $50 per person! Making this crappy barely 3 star room almost $600!!!!!! Dollars a night!!!!! I have never, ever written any kind of review before for anything but this experience was so tremendously horrible I had to complain. Please never stay here it is an absolute hotel nightmare!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 30, 2013
Please accept my most sincere apologies for the service issues that affected your stay at our resort. We take pride on managing our hotel and delivering service that exceeds the industry norms. It was disheartening to learn that this was not the case during your stay. I am very disappointed by the service issues that you experience during your stay but I must say that not all your comments are correct. I would like the opportunity to personally apologize and discuss these issues in depth, please do not hesitate to contact me at 787-388-3043 or send me a message at firstname.lastname@example.org .
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Our success since the opening has been built upon friendly and professional hospitality and I truly believe all our guests deserve to be treated with the highest level of service. Thank you for giving us the opportunity to serve you and I hope to have the pleasure of welcoming you soon.
José C. Padín
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.