Where do I begin? I communicated with Marriot through email two weeks before arrival for a name change, sent in all my documents and received confirmation that my name was changed. Also saw the change in the app. Upon arrival, no name change in the system, was called by the wrong name my entire stay!

I “checked -in” on the app for my arrival time—according to hotel staff that should allow me to be placed on a priority list and checked in sooner than 4 pm. Upon arrival (12 pm) I was told that the room should be “ready soon. ”Soon” was 3 hours later. I will not fully put this on the hotel. I should have booked through my rewards program because they don’t have a guaranteed early check in otherwise. However, they were never transparent about this until I continued to ask what was going on. If you read other reviews it’s a common issue. The front desk puts it on housekeeping. Most the time I saw housekeeping hiding and talking to one another—which indicates why the rooms aren’t being cleaned and readied sooner.

I placed my shades on a bench outside where there is security and concierge staff all over, no sooner I turn my back—they were gone. Again, not the hotels fault —however I was told by security and concierge they would “check the cameras” and follow-up. That never happened and no matter how many times I asked—no one followed up. Just the formality of taking my name and info but never actually following through. Ultimately I was told “they were Gucci, soooo!” In other words, you won’t see them again.

The power failed in the entire hotel about five times, at one point there was no elevator service and we were on the 16th floor. There was never ice in the dispenser on my floor.

Visiting the tour desk for some ideas and things to do for the next morning—of course—nothing. Nothing available to do and couldn’t make a promise on the rainforest. She gave me some numbers to do the leg work myself. Why is this staff person there if I can plan this myself?

The food in the main restaurant was not on par w/ the rest of the island. My dinner server, though nice, wasn’t informed and didn’t reveal necessary details about the meal (i.e. “we have fried snapper,” but never told me it would be slathered in tomato sauce). It also took very long to arrive to the table. Not to mention the biggest cockroach I have ever seen in my life was running all under the tables. Gross. Made me very uneasy about eating the food.

At breakfast the next morning the utensils were filthy and the server seemed very annoyed I brought this to her attention. She refused to serve the table after. I did not report her because she was pregnant and I didn’t think it was worth additional stress on her. But she was extremely rude.

The hotel looks nice but it is not clean. You can see dirt corroded in corners of the elevator, days old water sitting on the steps of the balcony connected to my room— gross. Hair left in the shower from the previous user.

The conditioner bottle in the shower was empty. And of course no late, late checkout. They did allow me one hour. I see another poster only got 1/2 hour. So I guess I was fortunate.

The beach was the only saving grace and some staff. The beach is beautiful! The staff accommodates as much as they can.

This is my second stay here and I would not stay again and don’t recommend. The area is very convenient and there is so much to do and see and SO many places to stay!

PR is too amazing of a place for the stay to not be exceptional! It is an exceptional island, exceptional people and exceptional food.

This location does not live up to that. If you are used to service you won’t get it here unless you go through your rewards program. The stay is very pricey. Also check your bill if you book through the website. There was a weird “charity” charge that no one could explain.

I got nothing from this hotel but a place to sleep. No service, no good food, no accommodations, no supplies, no excursions. It offered me a very pricey place to sleep. I could have went else where. Don’t waste your time here.