Aloft Ponce Hotel & Casino — Hotel in Ponce

Aloft Ponce is by far the worst hotel I’ve ever stayed at. Not sure where to begin, so many things. FIRST, the entrance was a little messy as there was what I think must be priority car parking right in front of the entrance to the hotel which looked like it was a car show but made for safety concerns as the persons coming out of the cars were wreckless & rude. Not a good look for first timers checking in. SECOND, check in was fine, front desk people were okay, but the moment we entered our room, you can hear adults screaming & yelling from our adjoining room OFTEN!!! There was screaming, yelling, crying & coughing from a baby ALL NIGHT!! And what the hell was that damn constant vibrating sound all day, all night, it drove me insane. You can hear people’s conversations, you can literally hear EVERYTHING!! My husband & I was super frustrated with getting no sleep due to the loud noises from the room next to ours. Once you’ve been here you realize that this is probably the worst location possible, with loud neighbors, cars with very loud music, sirens galore & Construction so loud it was off putting, the noise levels were exceptionally high, making it incredibly difficult for us to get a good night's sleep or any rest at all on the moments we decided to stay in. As a result, we were left feeling exhausted & unable to fully enjoy our time at the hotel. Unfortunately, I like many others felt my experience & my family’s experience staying at Aloft Ponce for the very first time fell far below our expectations. THIRD, Wi-Fi was slow as molasses, when it worked, other times it just didn’t work at all or it would boot you out of connection. My toilet clogged so often I got tired of calling front desk so I just purchased my own plunger as the bathrooms were not equipped with one. Water in sink reeked of a very foul odor & smelled of rancid water so much that we washed face, hands & brushed teeth with bottled water. The shower head took 30 minutes to warm up for a semi proper shower, the pressure was weird & had spurts of water that shot out in every direction from the shower head except where you needed it to. Once you step out of shower beware you’d be stepping out into a pool so be sure to double up on towels on the floor before you step out of shower. The bottles on the wall all faced in a direction of which you cannot pump the contents into your hands & turning the nozzles were futile as that would only lock them & render them useless. Apart from this I think there might be a condensation problem that causes foul odors in the room maybe from the mold/mildew throughout the rooms. There are NO thermostats to control the temperature, everything feels wet & damp all the time from the bed covers, pillows, towels to the clothes you’ve just pulled out of your suitcase. FOURTH, rooms were pretty big but the bits of furniture in it looked lost in so much open space, it feels like there’s a lot of wasted space, what with minimal closet space as there is no official closet & 4 hangers for a couple sharing the room, no shelving or hooks for your belongings so you can comfortably put your stuff out, instead it made for having to leave all belongings in carry on & suitcase as there was no place to set up comfortably what with only a 2 drawer mini table dresser in the room. NOW these are the things I can speak on for myself. As for my family they all have their own issues & concerns they went through as well that were the same, similar and/or entirely different as mine but not any less important. LASTLY, I have to say that the disappointment we experienced while staying at the aloft during a moment in which was already hard for us because we were there to commemorate the first years passing of my grandmother made it all the more painful, frustrating & difficult. OUR overall experience as a whole has left a lasting negative impression. In my eyes first impressions are the last and this was not good. My family & I stress we are 1000% certain that we will never be returning to this property or any...

This is by far the worst experience I have ever had at a hotel in my life. I made a mobile check in to ensure i had my room as soon as possible, check in was at 3pm got there Sunday 7/23 at 2:45. I waited in the front desk which had 3 employees at the time for 20 minutes, during that time not a single front desk assistant even acknowledge my existence. I was then greeted by Brian Montalvo the most arrogant and unwelcoming "customer service" employee i have seen. Mr. Montalvo started the conversation asking me what i needed, i informed him that i was checking on my room since I had made a mobile check in to which he replied that if I had made a mobile check in why would i go to the desk. He asked for my info and told me he would call when room was ready and asked me to go to the bar and get a drink to relax. Decided to do that and while having a drink a couple of drops of water fell on my drink from the a/c ductwork, when i informed the bartender she told me she couldn't confirm that so she couldn't give me a different drink. Decided to leave my $20 drink at the bar. After 2 hours waiting at the lobby and no communication i decided to chat witht the hotel trough the app at 4:45pm, 15 minutes later they informed me the roon had been ready for 30 minutes. Went back to Mr. Montalvo asking him for my room and why he didn't call to which he replied he forgot. Asked for my information again and when he finished he said heres your keys thanks for staying. I've stayed in enough Marriott and i know that is not how things are done. Found my room due to experience. When i got to the room that bathroom stank, no towels, no remote for tv. Door for balcony was disgusting. I called to inform i had no towles and they said they would bring them up. After 45 minutes waiting i decided to go down and get them myself, unfortunately the only person at the desk was Mr. Montalvo, when i informed him about the towels he said he couldn't do anything about it but he would get me some, came back with pool towels since he had nothing else. I asked him if the rooms were inspected defore being assigned, he stated they were so if i couldn't find something it was probably somewhere else in the room, basically insinuating i didnt look hard enough. He stated he would send someone to check the room, wished me a good afternoon and picked up the phone which was not ringing.... He never asked for my room number to send anyone. I asked him for the contact information for the GM and he replied they didn't have a GM which is a blatant lie. I left for dinner around 7pm and asked for a "Do not disturb" sign. When back no sign was available. Room had a broken shower head, mold on the walls, cracked walls in the shower, lamps were nroken. I took the room the spend a couple of hours before my flight,next time I"ll eait at the airport. DO...

Think Twice: My Disheartening Stay at Aloft Ponce Raises Serious Concerns

We recently stayed at the Aloft Hotel in Ponce and, unfortunately, our experience was far from satisfactory, prompting us to cut our intended two-night stay short to just one night.

Check-in Disappointment: Upon arrival, slightly before the 3 pm check-in time, we requested an early check-in. The staff member responded rudely, simply stating that check-in was at 3 pm. We had no option but to keep our luggage in the car while attending a family meeting.

Room and Cleanliness Issues: The first thing we noticed upon entering our room was an overwhelming chemical odor in the hallway, which also seeped into our room. The balcony was dirty, and we observed a noticeable layer of dust on various surfaces. The room had a persistent smell of food from the Hard Rock Cafe below, reminiscent more of a cafeteria than a hotel room.

Design and Maintenance Concerns: The room's hardware, from door knobs to the sliding door, felt flimsy and poorly designed. We experienced issues with getting hot water in the shower, and to our surprise, found the shower hardware to be incorrectly labeled. The noise from the highway and the flimsy balcony door did little to insulate us from the outside sounds and odor from the restaurant below.

Disturbances and Poor Management Response: Our stay was further marred by power-washing noise from the Hard Rock Cafe starting at around 11:10 pm and lasting past midnight. Despite multiple requests to speak with a manager, we were told none were available until the next morning. Construction noise from a nearby crane started as early as 6:50 am the following day.

Manager Interaction and Departure: Before leaving, we encountered garbage and a dirty glove outside our door. We finally spoke to a manager who seemed more interested in making excuses rather than addressing our concerns. The explanation given for the dust in our room was particularly unconvincing – a slow week meant rooms were last cleaned on Sunday, yet our room seemed untouched by the time we checked in on Wednesday.

Post-Stay Follow-Up: Three days after our departure, we spoke with someone in customer service. They offered to compensate part of our stay with points instead of an actual refund. This gesture, though appreciated, hardly makes up for the inconvenience and disappointment we experienced during a special milestone birthday celebration. This individual seemed to be the only one genuinely interested in finding a solution.

Final Thoughts: Despite the very late attempt at resolution, the overall experience has left a lasting negative impression. We are certain that we will not be returning to this...