Where to begin - When my pregnant wife and I arrived, we went to the outdoor pool restaurant for a late lunch. There were approximately 8 people at the restaurant. The first sign we should have left was when the waitress said it would take 45-60 minutes to get any warm food. We decided to stay, and received two medium warm burgers that were okay. That night in our room at around 11:15 we heard a ladies shriek, we thought someone was being attacked so we called hotel security. 45 minutes later, no one had responded still. At this point we had realized it was a no kidding party next door. I flagged down a security officer, and he knocked on the door and asked them to keep it down. At 12:30 PM the noise was still extremely loud, and we were advised that the guests next door pay for the room and "can do what they want". At this point the manager moved us to another room to sleep in for the night. The next morning we had to switch to a third room. In the third room the fire alarm kept going off, when we called downstairs they said it was "just a test". We received a call when the "test" was over. The next morning we woke up to the fire alarm was going off again, we called downstairs because it was 7 AM and they said they were testing it again. When I asked the manager, she said she was unaware of a test in the building. I asked her what she would do in a fire alarm, and she claimed she would not know what to do in a fire alarm because she had never been in one. That's comforting... Overall the staff is just flat out lazy and act as though everyone is an inconvenience to them. This was the worst stay I've ever had. What I will say is if you call and complain to Hilton Guest Assistance they do facilitate a partial refund on your room. I would suggest to everyone to take advantage of this, because it's the only way they will fix these issues. Until then DON'T STAY HERE.
- Official Description (provided by the hotel):
- Peaceful and set aside, the Condado Lagoon Villas are close to all the Caribe Hilton resort amenities and can enjoy the flexibility of our villa accommodations, each divisible into three separate units or combined into spacious suites, perfect for families or groups. Guests at the Condado Lagoon Villas can also enjoy the convenience of a separate check-in exclusively for Villas guests. ... more less
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- Also Known As:
- Condado Lagoon Villas At Caribe Hilton Hotel San Juan