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john c

Hellish experience

1.0 of 5 bubblesReviewed Apr 14, 2019via mobile
On two occurrence in 24 hours, was stuck in elevator!! The elevator also free fell one story!Absolutely horrifying. Hotel management has done nothing to fix. Absolutely unacceptable! Very dangerous situation. Do not stay at this hotel!!!!!
Date of stay: April 2019
Trip type: Traveled with family
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Padin, General Manager at La Concha Renaissance San Juan Resort, responded to this review
Responded Apr 16, 2019
We are truly sorry to read about the mishap encountered during your stay with us. Please know that we have shared your review with the company that takes care of our elevators, so they can make corrective measures in this matter. We have an ongoing preventive system, as the safety and wellbeing of our guests is our priority. Thank you for giving us the opportunity to serve you at La Concha Renaissance Resort.

José Padín
General Manager
jpadin@laconcharesort.com
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (8,966)
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Reviewed April 13, 2019

We booked a return trip because there are so many good things about the hotel; beach pool, food, What we weren't told, and could have been, was that 1) there was construction going on in the west rooms that made the a racket over the pool, 2) that there was a wedding booked in the penthouse above our room- with live entertainment, and 3) that engineering had not fixed the elevator malfunctions.

Our first night was spent at a neighboring hotel, which was good enough. But when we were asked to check out early at Vanderbilt, La Concha did not have a room ready for us, They did fix that with a kind upgrade, but it didn't obviate the noise from the builders, or the band. Nice and all, but a little transparency would have gone a long way.

Be honest guys; don't wait for guests to complain. Ruined what would have otherwise been another top rated stay here.

Date of stay: April 2019
Thank Miles S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Padin, General Manager at La Concha Renaissance San Juan Resort, responded to this reviewResponded April 15, 2019

As our main goal is to provide our guests with a flawless and memorable hotel experience, we are truly sorry to read we did not meet your expectations during your most recent visit with us. We strive to maintain the highest standards, not only in service, but also with regards to the overall look and feel of the hotel. Unfortunately, this sometimes requires essential renovations in our guest areas.
As you noticed, our stylist team is currently renovating our Ocean Tower rooms, to provide a highly functional space with stylish décor that meets the modern needs of valued guests, like you. Although we fell short of meeting your expectations during your past stay, we hope you will consider La Concha Renaissance Resort on your next visit to San Juan, so that we can better deliver upon the guest experience you deserve, in our newly renovated accommodations.

José Padín
General Manager
jpadin@laconcharesort.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 10, 2019 via mobile

My husband and I were down in La Concha for a long weekend and decided to stay at La Concha. The hotel and ground are beautiful. Laying by the pool and relaxing is like being in paradise.

I have to say the one server in the pool area, Carlos Alvarez was one of the friendliest and most attentive servers we have seen anywhere.

So if you are looking beautiful location and great service this is the place to be. Just remember to look for Carlos !

Date of stay: April 2019
Trip type: Traveled as a couple
1  Thank 818daniele
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Padin, General Manager at La Concha Renaissance San Juan Resort, responded to this reviewResponded April 12, 2019

Thank you for choosing La Concha Renaissance Resort as your hotel destination in San Juan, allowing us the pleasure of welcoming and serving you. We want to thank you as well for highlighting the dedicated hospitality and efficient service provided by our team member Carlos. We will pass on your excellent feedback to him, to motivate him to keep such outstanding work with our guests. For new reservations and the best available rate for your next stay with us, you can contact us directly by calling 1-866-888-1958.

José Padín
General Manager
jpadin@laconcharesort.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 9, 2019

We stayed at La Concha before and after a cruise. Since Trip Advisor only lets you review one stay every so often, writing both reviews in one.
Before the Cruise:
Got to the hotel around 2, told room wasn't ready, but they would text when it was. 2 hours later, no text, so we went to double check. Only thing the front desk girl would say is that she couldn't reach housekeeping. She finally moved us into another category room (thankfully I have elite status). Pool was not overly busy, and beach was nice.
After the cruise:
Check-in was great. Had a room for us early!.
Pros: Comfortable Rooms, nice pool area, nice beach. Food is good, but expensive.
Cons: Lots of construction in the hotel. No warning that this was going on. It looks like half of hotel is closed. In addition, in saying this, the second time we were there, pool was packed with what appeared to be locals (lots of people who brought in their own food and drink, etc.). I don't know if they sell day passes or what, but the individuals were very loud, and no security in site.

Date of stay: April 2019
  • Trip type: Traveled with family
    • Value
    • Cleanliness
    • Service
Thank erice776
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Padin, General Manager at La Concha Renaissance San Juan Resort, responded to this reviewResponded April 12, 2019

Thank you for providing us with your valuable feedback, allowing us the opportunity to welcome you to La Concha Renaissance Resort. We would like to take this opportunity to apologize for the mishaps encountered. However, it is important to point that early check-in is available depending on the hotel's occupancy.

Regarding the construction, as you mention, our stylist team is currently refreshing the look and feel of our Ocean Tower rooms, to provide our guests with a more modern and comfortable accommodation layout for their enjoyment. We hope to have the future opportunity of welcoming you back, so you can experience our new spaces with the most stunning ocean from views of San Juan.

José Padín
General Manager
jpadin@laconcharesort.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 8, 2019

We go to PR often to visit family and usually stay at the Hilton Caribe but it continues to be closed to rebuild after the hurricance so we decided to try La Concha. I really like it...

Pros:
- All rooms in the original tower (which we were in) face the ocean. We had a large door that opened to a juliet balcony - with a great view of the beach and ocean and it was great to hear the crashing waves
- Nicely redone room - muted tones, comfortable bed and linens, large TV
- Smallish bathroom (as was typical when it was built) but had a nice walk-in shower (yay - no tub to step in and out of) with a rain shower head (as well as a hand held shower) and lots of storage space to hold toiletries for two people
- Great beach crew - will direct you to chairs and set up an umbrella if you need one
- Friendly staff everywhere - the front desk, lobby bar, pool bar, beach crew, housekeeping
- USB ports on both sides of the bed along with electrical outlets
- In-room safe
- Second door between the main door and the room (there was a little foyer and the entrance to the bathroom) which really helped to keep the sound out of the room
- Great location to walk to many meal options

Cons:
- Given my titanium status, I was allowed to have a cold continential breakfast - slim pickings here - would like to have at least hard boiled eggs included for protein
- Room was a little stuffy and the temp on the air conditioning couldn't be lowered

Date of stay: April 2019
  • Trip type: Traveled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank ChicagoFlyer
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Padin, General Manager at La Concha Renaissance San Juan Resort, responded to this reviewResponded April 15, 2019

We would like to take this opportunity to thank you not only for choosing La Concha Renaissance Resort as your hotel destination, but also for providing us your valuable feedback with your stay highlights, and also recommendations on what you consider we can improve. Please rest assured that we have taken note of the comments in your review as your complete satisfaction is our priority. For new reservations and the best available rate for your next stay with us, you can contact us directly by calling 1-866-888-1958.

José Padín
General Manager
jpadin@laconcharesort.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 7, 2019 via mobile

This was my third stay at La Concha. It is a beautiful hotel, on the beach, with wonderful pools, and great location, convenient to restaurants, old san Juan, Las Placitas, and other things to do and see. The best part were the staff, who are courteous and attentive. Among the staff, Christian Pelez, a poolside server made the experience spectacular and memorable. Always pleasant and accommodating.
Go to San Juan, stay at La Concha, and make sure Christian is your server and you too will enjoy a great stay!

Date of stay: October 2018
Trip type: Traveled with friends
Thank Maria L
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Padin, General Manager at La Concha Renaissance San Juan Resort, responded to this reviewResponded April 8, 2019

The time taken to share your excellent feedback with us is truly appreciated. Thank you for highlighting Christian's dedication and hospitality during your stay with us. We hope that should your future travels bring you back to the San Juan area, you will choose our resort for another flawless visit. For new reservations and the best available rate for your next stay with us, you can contact us directly by calling 1-866-888-1958.

José Padín
General Manager
jpadin@laconcharesort.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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