Holiday Inn Express El Caney Lodge — Hotel in Guaynabo

There are a myriad of problems at this location. I was greeted by 3 staff members when I arrived; one was the manager but none could help me get my reserved room. I arrived about 2:30 PM which is early and was told they didn't have a room. When I said I had a reservation the manager quickly walked up and said the room was not ready and it would be about 10 minutes; she personally was going to check. I said okay and sat in the lobby, right in front of the desk for about an hour. By that time, only one employee was at the desk. A Navy Sailor arrived in uniform walked in and was immediately checked in and given a room. I was a bit frustrated at this point and walked up to the desk and asked the employee why my room wasn't ready. It was a standard room reservation. She was not the original employee or manager I spoke with but stood there and watched the earlier conversation and acted as if she did not know what happened. I had to explain the whole timeline of events with her. She looked in the system and said a room was not available. I asked when will one be available and she said in 1 1/2hrs. Yes that 1 1/2hrs takes me past the advertised check in time but at this point I was tired and hungry and NOT SURE if they had my room that I RESERVED two weeks prior. I said, "do you have a room because if not, it's late and I'm going to need to find a place to stay." She assured me if I came back after the advertised check in time 1 1/2hrs later she would put in a priority room request. This time I left to go find something to eat. Now from these events my understanding is if you are in uniform, you can check in early, if you are not, you check in when they are ready, for me about 30mins later. | I returned and they did have a room for me. When I reached the room there were ANTS on the bed and in the bathroom. Not wanting to struggle with the employee at the front desk again, I just dealt with it. | I was on business travel and was staying for a several days. I looked in the closet and there were only 4 hangers; not enough for my clothes. I went to the front desk and told them. They said they would get some more for me and I could come back to pick them up. The NEXT afternoon I went back and they did not have the hangers, they were still looking for them. I told them I was going to eat dinner and would come back. They did have them after my return. | The room turned out to be substandard. The view from my room was of a motor pool, there were ants, the room smelled of mildew, and the "free" internet speeds varied from blazing fast to painfully and lethargically slow.| The employees were pleasant when you were there but I did not trust them. None of them had a straight answer for me, from my room check in to the simple request for more hangers.| The last thing I'd like to cover is the available establishments to eat. In the morning, free breakfast is available, it's okay. It needs more healthy options and have them every day. The coffee is absolutely the worst that I've had. I did try it every day and even tried to water it down. The IHG also needs to use it's influence to get some other food options available on Post. The Food Court offers the standard food but it needs a thorough cleaning. There are no other options on Post and yes, I tried the Recreation Center. I don't prefer to eat bar food. My recommendation to anyone with business at Fort Buchanan is to stay in San Juan, pay the $35 difference and drive the extra 5 miles. You will receive top-notch service, excellent restaurants, beautiful views on the beach and be minutes from Old San Juan!...

IHG ARMY HOTEL Fort Buchanan, Puerto Rico Beware: Military and retired personnel with ID Card bringing non Military Guests (including family members) will have an inconsistence policy on access to the Base that could result in not being able to stay at this Hotel at Fort Buchanan.

Our group of 5 family members booked this hotel to spend Christmas and New Year to visit family and friends on the island. One of the family members, our daughter, does not have a military ID. The Base Entry Gate personnel informed us on our arrival Friday night to retrieve a visitor’s pass for the non-military family member the next Monday. At the visitor center it was cited to us no visitor pass will be issued because our family member was not allowed to enter the Base nor staying at the hotel without a military ID after already spending three nights. Our adult daughter was not allowed to re-enter the Base to retrieve her belongings from the Hotel room. We had to drop her off at a local Burger joint and returned to remove her belongings ourselves. The Hotel manager was as confused as we were. After my brother talked to the gate security personnel supervisor an exception was made and we would have been allowed to stay at the Hotel with my daughter. I had already checked in at a local Hotel. My 18 days stay was cut down to 3 days by inconsistent policies, uninformed and arrogant security personnel that obviously does not communicate with the Hotel Staff. My brother (retired Air Force) staying at the same hotel during the same period of time was informed that retired military personnel were not allowed on the base on Tuesdays (supposedly due to COVID) and that he had to make sure he returned to base by 9 pm at night. Asides this awful experience the rooms were clean, breakfast was good and staff...

Following a cruise, we needed a place to nest for two nights. I originally wanted to stay at Courtyard Marriott, Isla Verde but decided to save a lot of money with the Army base hotel. As we disembarked early, we killed a little time and went to IHG Army Hotel. I am a high-points member of Marriott and Hilton and can get early check-in at their properties. The clerk couldn't help us at first and we came back and sat in the lobby. She did check us in during afternoon. Nice clean property but attention is needed on:||1. Phone rang at random times with no message.||2. Roof leaked after rain.||3. Ants attacked peanut butter crackers on night stand.||4. Continental breakfast could benefit from fresh fruit and maybe a waffle maker.||5. Up-to-date base publications would be nice.||6. Industry standard seems to be noon checkout. IHG was 11:00 am.||||Commissary and Exchange nearby.||Nice base with 9-hole golf course. Apparently there is a driving range that we didn't see.||No movie theater on post.||Good location.||Good value compared to beachfront and...