Front Desk staff seems to be new and were lost and show no empathy to us in a situation we had. There were cero front desk manager in an important weekend like father’s day. We were treated like a one time customer when we had a VIP ownership (of 30,000+) already paid in full and paying monthly for maintenance. General Manager Mrs. Segarra thought she was talking with one of her employees. We are pretty sure she hang the phone to us because she didn’t call back to finish the conversation. So disrespectful. At the end Chris (front desk guy) also forgot the pack and play we requested and after 40 minutes we had to request one to the other side of the hotel.
I usually book an all inclusive resort but I wanted to try Puerto Rico so I knew going in it just wasn’t going to be the same experience which I was fine with. Day 2 being here I said I’ve been here now & wouldn’t come back. There are not a lot of food options, we were tired of eating the same thing on day 2 as well. Plus you wait forever to get food. I highly recommend going off the resort to eat. There are some great places to eat near the resort just take a taxi & Old San Juan which is further away has some great restaurants to eat. You will definitely have a better experience & better service. As for the service I felt like we were in the United States, there was no Caribbean feel like I’ve experienced before. We didn’t hear any music being played & the staff was not very engaging either. There were no activities either, it was either sit by the beach or pool. By no means that’s what your there for but sometimes it’s nice to have that feeling that you’re in the Caribbean & it just wasn’t there. We only came across one staff member who was actually engaging & talkative. The rest kept to themselves & a few times at the outdoor bar areas we heard bartenders saying they wanted to go home. The breakfast buffet was nothing special, it’s like any other hotel breakfast buffet, there was not a lot of fresh fruit around or options. And there were 2 mornings I didn’t even get coffee. I had asked numerous times for a cup of coffee & the server never brought any out. I took notice to other people getting up & flagging down other servers to get drinks/coffee to. It was just a little annoying having to experience like that when on vacation. The pools & beach area is nice & I’d say that’s all it has going for it. I will warn you though that they will come up to you at 4:30 on the beach to tell you they are taking the umbrellas away & then they come back at 5pm & tell you that it’s time for them to take the chairs. So if you want to stay longer you have to sit on your towel.…
The resort is beyond beautiful and every single person there was so friendly, spoke English very well, and were always ready to help in any way they could. A happy atmosphere all around. The beds are the most comfortable ones I’ve ever had at a hotel. Any issues were fixed quickly and were minimal. The only “problem” was that not staying in San Juan, people there think you are too far out to pick you up for excursions/tours. The resort was still well worth it and I highly suggest getting the meal plan!
Stayed here last weekend with friends. Nothing was as expected. No dinner reservations available until 9:30pm, but yet restaurants were empty. Got charged $400 extra when we paid for all inclusive. We were refused service for breakfast at the restaurant next to the pool while wearing beach coverups (we were told they have to preserve their image). Another time, we were refused water at the bar. We weren’t given the correct hotel bracelets until the last night, didn’t know we had the wrong bracelets on? So many things were against us on our entire trip. The only positive was that the beach and pool were beautiful! First time in Puerto Rico and don’t think we’ll be coming back, definitely not to this resort!
Best service ever. Thanks to the guys serving at the pool, Liz, Lisa, Andres, Alex at the 5 O’clock bar, the girl with the curly hair serving breakfast, the guys at the front desk, the security personnel and many others for making this an extraordinary vacation. Rooms extremely clean. Food was excelente T the room, restaurants and the pool. We had a great time, looking forward to repeat it.