This property has the potential to be so much more. Although there is no direct beach access it is a great view. Unfortunately, the property is run down with bad cosmetic updates. The addition of mostly poor service make for an undesirable experience.
We checked in very late due to a delayed flight. The desk staff was aloof, cold and seems to always be short staffed or on the phone.
Once we made it too our room we were overwhelmed with a horrible smell. We realized the shower curtain reeked of mold. We removed it and placed it outside in the hall and called the desk to advise them. Exhausted we were ready to fall into bed but found stained sheets. It was so late we decided to sleep on top of the sheets with the extra blanket from the closet. Disgustingly, the blanked also smelled of mildew. The lamp switch was broken, window curtains had holes in them and the sink stopper didn't work. Needless to say the first night was a bit restless as I was grossed out by the whole mildew experience. When I called to request a new blanket I was asked it I wanted my room to be deep cleaned tomorrow. I inquired as to what this involved because my husband had some sensitivity to cleaning product smells I was told "I don't know. You can call housekeeping in the morning." Wow, thanks for your help!
So the next morning we went to the surly front desk to make sure we were going to get a new shower curtain."Oh yes, they will go do it now." So while we ate lunch at the breakfast buffet that was swarming with kids and took 20 minutes to have an omlet we expected our room to be cleaned and get a shower curtain. Nope.
Called again, while we went to the gym. Hurray! came back from the gym and we had a shower curtain but, that smell was back! new shower curtain reeked as well. Took it down and walked it to the front desk. I had been very polite and nice and it wasn't getting us anywhere so I greeted the front desk with the smelly shower curtain and was asked if I wanted to speak to the housekeeping supervisor. "Well, I think I need to talk with him to get this fixed.". Surprsingly, the housekeeping supervisor was the first decent customer service we had encountered. He met me at the room with a new shower curtain. He adjusted the air and said he wanted to have the room re-cleaned because it felt musty.
The room was much better after that but there is nothing about these rooms that are luxurious. They have attempted a cosmetic update but the work is messy. New tile laid down on top of old tile with grout stains along the walls, crooked switch plates, old tubs and shower faucets with calcification build up, cottage cheese ceilings. I have been in much nicer Hampton Inn's.
The food here was mediocre at best and the pool bars are slow to service and over priced.
One of the service kickers was we got a call two days in a row to see if our floor lamp had been fixed, which it had not. After the second call I get a knock on the door. The gentleman standing there says nothing, doesn't introduce himself or ask if he can enter but just barges into my room. Thank goodness my husband was dressed. He then says "you got a broken lamp?". To which I say it functions but the switch is broken. He goes back out to the hall and brings in a new lamp, takes the old one and then leaves. I just don't understand how any hotel wouldn't train the staff to have better manners when interacting with customers.
This property is obviously trying to cater to families with a water park and changing the casino into a family fun zone. I could see coming here with kids as there is a lot to keep them entertained if you could deal with the poor service and rooms and it was better priced.
Warning if you are at all prone to motion sickness the ferry ride to the island can be very bumpy. It is also over 45 minutes (mostly decent roads) to get from the San Jaun airport to El Conquistador.
I hope Waldorf Asoria will consider putting some money into this resort and updating the rooms and training the staff. So sad, It has so much potential.
- Official Description (provided by the hotel):
- Award-winning oceanfront resort perched atop cliff, overlooking Caribbean Sea on one side & Atlantic Ocean on the other. Check out the dramatic views, the private island or the brand new water park - it's all part of this Caribbean paradise. ... more less
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- Also Known As:
- El Conquistador Resort, a Waldorf Astoria Hotel Fajardo
- Waldorf Astoria Fajardo
- El Conquistador Hotel Puerto Rico
- Conquistador Hotel Puerto Rico
- El Conquistador Puerto Rico
- El Conquistador Resort, A Waldorf Astoria Resort Puerto Rico/Fajardo