I finally got around to having my photos printed out and it reminded me that I hadn't written my review on this hotel as I had intended. After much planning and searching around, I decided to spend my birthday in Old San Juan (Oct. 19-24, 2012). I wanted to stay somewhere nice and the El Convento seem to match my taste and standards. Except for a few "minor issues", I was very pleased with my selection. When we arrived, I was immediately pleased with the decor. The hotel is very exquisite and tastefully decorated just as pictured/advertised. Very intimate and cozy. The nightly cheese and wine reception is exceptionally orchestrated and an added bonus. The front desk staff were very friendly and welcoming (although I didn't much like the cleaning lady hovering over the desk waiting to continue her conversation with the front desk clerk as I checked in). When I got to the room( Room 321 "remember this room number always") I was once again pleased with the decor; however the view was of the back alley and a series on hotel trashcans. I immediately went on inspection and found the room to not to have been thoroughly dusted. There was dust on the bed head-frame, over every picture, on and around the the television, on the legs of the chairs and the lower legs of the desk. Not to mention under the entire bed. We unpacked and decided to walk around a bit. I alerted the front desk and requested that the room be dusted. When I returned, the room had been turned down, but none of the items I mentioned had been dusted. I decided to wait until the next day to bring this to there attention. During the night around, 1:30 AM, I was awakened by a loud thumping sound that appear to have some sort of rhythm to it. I ignored it and thought it was a celebration of some sort. The next morning on my way to tour the city, I complained about the dust again to the front desk staff (who were very apologetic). When I returned, the room had been turned down and everything had been dusted except the bed head-frame. At this point I decided to dust them myself. That night, I once again was aroused to a rhythmic thumping sound. We left the next day and returned to the room to rest/nap and a knock came to the door. The cleaning person asked if we needed turning down. I explained that we were leaving the room shortly and requested that he come back. When we arrived at the room later that evening, the room had not been turned down. Later that night, I was lying in bed and the rhythmic thumping sound appeared once again. This time I decided to really tune in to it. As I was listening attentively, I heard what appeared to sound like a dryer door slam. BINGO!. The next morning I went to the front desk to complain about the room service. The cleaning person had indicated that I had DECLINED room service. I explained that I had not, that I had been very patient throughout my stay, that I didn't want to be classified as a complainer, and that all I required was the room to be keep clean. Once again the staff were very receptive and very apologetic. they sent a CREW of cleaning people to my room. Let me tell you they cleaned that room from top to bottom. I also mentioned the noise that I was encountering each night and asked if my room was under the laundry room. They proceeded to tell me yes. They asked if I would like to move to another room. I declined. They in turn gave me two vouchers for free breakfast at the hotel restaurant for my inconvenience and stated that I would receive a call from the hotel management staff. She did call me as promise I explained and she apologized and said that she was sending vouchers for complimentary breakfast for the remainder of my stay. Overall I was very understanding. The hotel was worth the "minor" inconvenience and I plan to stay there again when I return to Old San Juan. I will be sure to remind them of my previous experience, give my expectations up front and refuse accept Room 321. After reading the review from Jean N. on room 324, I will avoid that room also and that entire area.
- Official Description (provided by the hotel):
- Located in the heart of historic Old San Juan, Hotel El Convento has set new standards of luxury, comfort and service while preserving the rich character of this former 16th century convent. This landmark treasure, a member of Historic Hotels of America and Small Luxury Hotels of the World, has earned four diamonds from AAA each year since its opening. This is the exclusive hotel experience to indulge the most discriminating of travelers, and is a hotel like no other. ... more less
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- Also Known As:
- El Convento San Juan