Verdanza Hotel — Hotel in Carolina

I should have read the reviews prior to booking. Where do I begin? Front desk staff lacks customer service skills, professionalism, and training. Couldn't find our reservation because the reservation didn't match my husband's name on his ID. ID read first name last name, reservation read last name, first name, even though the confirmation number was given, we were told we didn't have a reservation... then a light went off. Oh yeah, here you are...go figure. We waited over an hour for our room because "it wasn't inspected yet." NO HOT WATER during our stay. Maintenance was called, jiggled the faucets said it was fixed and it was not. When we notified the front desk staff, they pretended to be shocked to hear this and told us the hotel does have hot water. LIES!!! (Read other reviews) A staff member overheard my conversation with the front desk staff and whispered to me, "Run the faucet while the shower is on"...sounds crazy right? but it worked for 2 nights only. No fitted sheets on the bed, only 2 flat sheets and no mattress protector, pillow protectors were not changed, stains ran through onto pillows (yup, I have pics). We were informed that due to covid, housekeeping comes on the 3rd day of your stay...that NEVER happened. We had to clean our own room, take out our trash out daily, and request sheets and towels to change the ones out in our room. We had an event to go to and needed to iron our clothes, no iron in the room, and the one brought to us was broken and didn't work at all. I asked to speak with Juan the manager on duty, but was told he was busy and unavailable, and they didn't know when he would be free, I asked to leave a message for him and the associate became frustrated with me and said she was doing the best she could. The carpet by the nightstand wreaked of urine. I finally was able to speak with Pablo, another manager, to voice my experience to, he apologized, and that's it. I asked if he'd like to have my name, room number, etc, so he can confirm or verify, and he replied, " Oh yeah, sure." Really? I prefer to place compliments rather than complaints. I actually feel bad for the front desk staff. It appears they have no support or have not been given the tools needed to perform their jobs. Management sucks!! This hotel should be named the Verguenza (Shame) instead of Verdanza. The hotel is nice looking and has the potential to be great, but management needs to go!!! The fridge, AC, and wi-fi worked. I guess that was...

I don’t understand all these high ratings!? Did you all actually stay in the same hotel we did?? Last week we traveled to Puerto Rico for my daughter’s 19th birthday. First time on the island and it’s beautiful. The hotel lobby is also beautiful along with the swimming pool, jacuzzi and all common areas. Where it turns into a bad low budget 1980’s movie, are the rooms. We reserved 2 rooms with double beds facing the pool. But first, let’s talk about how we were checked in, we arrive and wait to be seen by the front desk. I give her my name for both rooms, her eyes widen, she then says to give her one moment and she walks in the back. No problem. More ppl come into the hotel and are checked in by the staff at the front desk. After about 10 mins, I’m getting upset. We’re just standing there. No one has come out to say anything to us. I then approach the other front desk person and say hey, what’s going on? The other lady said to give her a few mins but she disappeared. I then give my name again, the same thing. Eyes widens and she says give her a moment and she disappears in the back. After a few minutes she returns like nothing happened. I say hang on, why did the first lady disappear, not return and leave us hanging? The woman says oh we’re fully booked, she may have gone in the back to ask what to do. I then asked her well why didn’t she communicate this, why leave us standing here?? No response just a blank stare. Now back to the rooms. Terrible. Not only were they outdated but dirty. Cheap even, bare bones and not at all worth the money I was charged for them. The first night, both faucets in the sink and shower fell off. WTH??? It happened in my daughter’s room too the following day (pics attached as reference). The remote was so sticky and dirty that the napkin I used to clean it stuck to the device 😱. The other pic is of the dirt from the remote. At the end of the 4 days we stayed there, we HATED it. I’m still waiting to be reimbursed for the “incidental fees” they charged us for each room in case any damaged occurred while we were there. No, no you owe US money! The worse! The only positive thing is that it’s located a block away from the beach and walking distance to other hotels we should have stayed at. Please do not stay here, you will regret if, then go online and...

I wanted to like this hotel so much because of the kind 2 or 3 people trying to run this entire hotel well but truly I deserve a full refund. I stood here January 11-15 2024. Invoice 628469. I went with 2 children. When we got there we got no direction on how to get to our room and discovered that part of the hotel has NO ELEVATOR--this is where they placed us. We carried strollers, luggages, and car seats up and down multiple flights with no help. We got in after 6 so there was no bellhop anymore. We didn't know some parts of the hotel have elevator access. Why would they put us here knowing we had small children and saw all our items? When we walked in, the room was full of rust and stains all over and the carpets stunk, overall it smelled damp. Housekeeping didn't look as though they finished our beds so we asked if it was clean and they said yes. There was no soap or toilet paper provided so I had to request it immediately. The housekeeping cleans with the door open so you'll get many bugs inside too if you're on this part of the hotel. On day 3 I realized housekeeping only comes if you ask so we asked for a cleaning. This time the bed was done properly but again we didn't get toilet paper or towels. We also asked for a room change because it was too hard to lug everything around. Billy the bellhop was the kindest man. He gave food recommendations and agreed that we should've never been placed here with no elevator. He helped us carry our items to our new room. The new room had elevator access, smelled cleaner, was cleaner, etc. We saw better housekeeping here also- soap, hand soap, and tissue was provided but no towels...We woke up to a huge puddle of water everywhere. There was a massive sink leak. We reported it and they thought we reported a clog so they unclogged our sink. We again reported the clog and towels because the floor was drenched. We couldn't get ready because we couldn't use the sink during this time. All the inconveniences at this hotel really stole so much our time. I was so disappointed with them. I wish I could speak to management to get a partial refund but I didn't see anyone around. I was told someone would reach out and...