Courtyard by Marriott Isla Verde Beach Resort — Hotel in Carolina

We wanted to like this property so much unfortunately the RUDE FRONT DESK STAFF ruined our experience and altered our decision to ever come back to the Courtyard Marriott ever again. We booked a 5 night stay In the ocean front king room. I am a Bonvoy card member with Silver Elite status. We spent money to be here it wasn’t cheap and never have we been so disrespected and treated rudely by front desk staff. They were good until you had an inquiry or an issue, then they become rude and unhelpful! We paid for the daily self parking and day 1 the card (used to enter and exit the garage) didn’t work, no problem things happen I understand, so I expressed that to staff and they re-assured me that they reset the card and it would work. Mind you what this means is every time we went to enter or exit, if the card didn’t work to allow us in, I had to jump out and walk inside the hotel and ask for assistance. The help button on the parking machines didn’t work. Day 2 card is not working again; still we didn’t mind too much because things happen and we’re on vacation we did not want to get upset. Staff reset the card again and reassured it would work. It did not. Day 3 card doesn’t work again and we almost missed our ATV tours because we were delayed in trying to leave the parking garage. I approached the front desk the next day to express this ongoing issue, and Now the staff is giving me attitude and acting like I’m inconveniencing them! They kept asking me if I am placing the card by my phone or if I am swiping it right, I kept telling them for the 3rd time - no -the card doesn’t work we aren’t dumb we know how to use a card! They treated us like we are dumb and we are annoying them and the front desk girl yells “he’s going to show you how to use it” with a nasty attitude!! It doesn’t take much for you to empathize! If you work in hospitality there is a better and more professional way of treating a customer especially one that is spending a lot of money at your property. The guy that she sends to “show me” slides the card but he has to hold it for 5-10 seconds for it to work- even he struggled! And I was like how was I suppose to know there is a trick?! Anyways we let it go but then day 4 next morning guess what? The card doesn’t work again. Now the screen says “card not enabled” and now we are just really frustrated. We gave up. I just kept asking valet for a temporary ticket each time because we were sick of getting stuck in the garage and sick or being late to our activities. The front desk staff made us feel like we’re doing something wrong and we are annoying them by asking for help. This all matters when a customer paying good money is at your property trying to enjoy their vacation they want good customer service you need to train your front desk staff to treat people with respect, no matter what color or what age! Because we sure did notice a difference in how they were treating other people. But that is a different story! It doesn’t take much for them to have been a little bit more empathetic. Just a simple “sorry for the inconvenience ma’am” would have sufficed. I do want to say we liked the pool and we absolutely loved Fernando at the pool and Antonio at the swim up bar. Those two are outstanding individuals who made our experience better. Both Smiling and happy and always helpful!! You can tell they love their jobs and care! Which we as customers notice! They were so helpful and nice- It’s that simple!! The rooms were okay, fairly clean, our safe got jammed our last night, security came up and fixed it rather quickly. The bathrooms were nice -looked recently remodeled-very good water pressure. Fun and nice pool. Close to the airport ; Those are some positives. We really wanted to love this resort but the way the front desk staff handled our parking issue was very off putting. Not to mention they have construction going on which was disruptive when having breakfast or relaxing by the pool. Wish they would have notified us prior to...

First and foremost, I want to express my admiration for Marriott hotels. However, I’m going to provide an honest review. Initially, I was quite disappointed with the room I was given. The housekeeping staff performed poorly, and they need to hire better cleaning staff. They leave hair on the floor and draw stuff from previous people that stayed in the room. I found Chinese soy sauce packets like it’s just lazy cleaning like it needs to be properly cleaning. I’m very big on eco-friendly hotels, safety cleanness and it doesn’t have that very disappointing for the money you pay for. You shouldn’t have to constantly call to request extra housekeeping, especially considering the premium price people pay to stay at a high-end Marriott.

Additionally, my first room lacked basic amenities such as a microwave, iron, board, and a decent view on the balcony. It was just a standard bed, restroom, and fridge. Everything had to be requested. I approached the front desk, Diego, for assistance, hoping they could upgrade my room since it wasn’t standard. I’m accustomed to such amenities, especially when staying at a large Marriott resort with all the bells and whistles, including a beach.

The following day, Diego was able to upgrade my room. I was pleased with every request I made, except for the dental kit, which had to be requested separately. My view was good, and I was impressed with Diego’s quick response to ensure my satisfaction. I want to shout out to Diego! He deserves a raise because he’s the best person there. His exceptional customer service and care are well-deserved praise.

Keep up the good work!

Now, let’s talk about the construction that’s going on. It’s not pleasant, and it’s quite disturbing, but unfortunately, we can’t control that. I managed to make the most of my morning despite the construction. I also want to add some negatives to my stay. There was a lot of airport noise because it’s close to the airport. Also, there are no see mosquitoes. They got me so make sure you spray and use bug repellent to avoid most of them. Also, some of the rooms are dated, and they had limited activities at a high and resort that you’re paying money for so definitely need to do better on that part. When you do go to your room, the rooms are very cold so please make sure you set the temperature to your desire.

The food and drinks were amazing, and the staff was fantastic. I couldn’t be more grateful for the great team. Adrian, Guillermo the Awesome bartenders, and Yarley at the breakfast buffet area, Ana, the manager, and many more deserve a shoutout. My favorite employee was the one who worked the towel boots section by the pool area. He’s my rock, my everything, and he makes that place worth it. Please give him a big hug and raise! He deserves it and more.

Oh, and I wanted to mention that there are cats in the area, so please be aware of that.

The beach was amazing. The waters were calm, and there were many restaurants and shops nearby. It’s definitely worth visiting. The pool and jacuzzi needed be clean it was or clean out in timely manner not comfortable or appealing. They need to do a better job on that part. In conclusion, I had a great stay overall at the Marriott resort. It was worth it. Thank you, Mariott, for making it such a...

This hotel was absolutely beautiful and it was well worth the price that we paid to stay. We actually got an amazing deal. The beach view is amazing. You literally walk out of the hotel and within several feet, you're on the beach. There is an outdoor area where you can dine. There is also a bar area with a cozy water feature. There are hammocks on the beach and lounge chairs available. There are several pool areas as well as a jacuzzi. The staff was so friendly and accommodating 99% of the time and they knew English very well. The casino is located on the 1st Floor and there is also a cafe and a gift shop on that same level. At the time we were staying, there was some construction in the 1st Floor lobby area. However, we never heard any noise or never experienced any disruption or inconvenience. I believe they were remodeling, which included installing an oversized chandelier. The hotel offers free bug spray for those wonderful sand fleas that are not visible to the eye. There is a parking package that you can purchase. If you are staying more than one day, you can choose self parking daily or valet. The hotel looks in great condition and the rooms are comfortable. The bathroom was spacious. I believe there was a residential building next to us, but again no interruptions at all. There is an airport very close to this facility, so at times you will hear planes take off, but after being there even just a day or two, you don't even notice. The buffet is absolutely delicious. There is a separate fee for it. There are a huge amount of food choices and drink options and you can eat inside or outside as there is more than one dining area. At times you will experience nature at its best. There are birds and sometimes stray cats that join you for your meal, but they are friendly and seem to be the norm in Puerto Rico. There are visible coconuts 🥥 in the palm trees that are breathtaking. The pools are beautiful at night. There is a gym in the hotel. You are given a wristband to use the pool. Pool towels are available for your use. You can also have access to bicycles, if you want. In the room there is a small fridge, microwave, iron with board, blow dryer and safe. We had a partial view to the beach and a residential building. There is no smoking on the premises. The only issue we came across during our entire trip was that of housekeeping. We saw housekeeping doing their rounds on our floor level at 4:30 PM. To us, that is very late as people go back to their hotel rooms to change for dinner, so it's kind of an inconvenient time. The other thing we experienced was that on Day 2 of our stay, we decided to use the hotel's available hair conditioner in the shower and it was completely empty, so it had not been filled prior to our stay. At the end of Day 2, we also noticed that housekeeping did not make our beds. They simply tucked in the sides of the sheets from hanging on the floor. I'm still giving this place a 5-star rating, because I think the housekeeping issues were very minimal.

This is an amazing hotel with amazing staff and we will...