Centro de Bellas Artes Luis A. Ferré — Attraction in San Juan

Watched Hamilton, and it was awesome. Loved the performance and the cast, but I wish I could say the same about the service. They are not accessible at all, no matter how much they try to tell you otherwise.

Went with my friends last Saturday (a group of 5, one of which is a wheelchair user). Since we bought tickets months in advance, we only had to worry about parking, so we arrived early in order to avoid any situations with that. Nonetheless, our seats were a different issue.

The lady in charge of helping everyone find their seats was quite rude and refused to help us. Turns out that even though the website had specifically said that the seats were accessible (since it was my friend who did the booking and made sure of it), the truth was otherwise. There was no elevator like we thought, nor a way to get my friend to the seats we purchased.

When we got there, the only immediate solution was to separate us and leave my friend alone in the back of the theater, with the option of having one person of our choice stay behind with her. We were not given any other alternatives aside from separating us. If anything, the lady in charge even left us outside during the first song since we took so long to agree to the ONLY solution she was providing. It was either her way or missing the entire performance.

To make matters worse, we lost even more time when she was 'trying' to accommodate us. First, she read the ticket wrong and made us wait for about 15-20 minutes to set up a machine that could help my friend down the stairs. She then let us know that she couldn't get the machine to work since the play was about to start (which was time wasted because of her), so we tried carrying my friend downstairs by ourselves. Only then did she tell us that our seats were actually up three flights of stairs and that there wasn't an elevator we could use either. We then had to take our friend up to the lobby again, where the one accessible seat in the entire theater was.

She once again insisted that we could do what she had been telling us since the start: separate. When we tried to ask for yet another alternative (since she was adamantly refusing to help otherwise) she straight up closed the door on our faces, and told us that we had until the next song to decide, and that had we listened to her in the first place we wouldn't have missed the opening.

A kind group of people offered to trade seats with us, which we really appreciated as it was quite a sweet gesture. Nonetheless, the lady refused and told us she had to first communicate with the supervisor and that it simply wasn't something she could allow. We ended up having to follow her rules and split into two groups, with my friend having to stay behind on the first floor with one of us, while the rest went to our original seats.

Overall, we did enjoy the play as the cast did an amazing performance. However, the service was truly far from ideal. Two servers in particular did try to help us, but the lady in charge had the final say, and as such, she was firm on dividing us to her wishes because she simply didn't care enough to find another solution. The supervisor didn't even bother to show up or explain their reasoning as to why they were so adamant in their refusal to help us.

We have been to plenty of similar performances before and have NEVER had this much trouble. Some of your seats aren't accessible? Fine, but then do not try to advertise them as if they were. They sold my friend the tickets, yet never bothered to mention she wouldn't be able to sit with the very people she came with.

The only reason I do not rate this lower is because the actual performance we went to see was incredible. But honestly? If you're a wheelchair user, beware that they will not help you, let alone offer a solution that causes them the slightest inconvenience.

Their very page on Google Maps specifically states that they offer accessible seating, elevators, and other accommodations. Sadly, reality is a whole...

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