Acacia Boutique Hotel — Hotel in San Juan

I truly did not want to leave such a negative review of the hotel considering the state that Puerto Rico is in right now but I honestly wasn’t happy with my stay AT ALL. I will say that the most pleasant part of my stay was the young woman who checked me in & out. She was very nice and courteous whenever I saw her & for that I did want to thank her. However, that is probably the only positive thing I have to offer. I’d like to start off by saying they need to re-evaluate their pricing. It doesn’t make sense to me why their rates are pretty much equivalent to their more luxurious counterparts around el Condado, especially when you consider the fact that you’re getting much much less for your money. I was coming from an Airbnb in Aguadilla to be closer to my family when I booked with Acacia. I’ve been traveling with my Persian cat & they were one of the few pet friendly hotels in the area. They also advertised free wifi, daily cleaning, a roku tv & a phone in the room. My booking was for the best room available. When I arrived, I thought it looked beautiful & had such a cute little feel to it. There was only one woman at the desk & they don’t have any elevators so for a solo traveler like me, having someone to help me carry my bags up the stairs would have been nice. She realized this & gave me a room right by the pool on the second floor which was right off the staircase. Upon entering the room, I realized it was pretty small, which was disappointing to say the least. I paid close to $800 for 7 nights which is on brand for Hyatt, Sheraton, etc & I walked into a very small room. There was no phone in the room. The floor was filthy as if they hadn’t properly swept & mopped. The sheets had stains. The ice bucket was broken. The lamps weren’t even cleaned off. I walk into the bathroom & there isn’t any soap or any “free toiletries” as advertised. The toilet paper roll wasn’t even a full one. The mini mirror attached to the wall was also disgustingly filthy. The tv only worked on live tv. Everything else that required an internet connection didn’t work so I had to use my laptop in order to use Netflix and Hulu. The WiFi sucked along with my phone service while being there. I was not informed of any covid related changes in their routine other than the pool being closed. So it was extremely odd that in my entire stay, no one ever came to my room to clean, replace toilet paper or sheets, nothing. I shouldn’t have to ask for things like that. I’m already spending MY money, patronizing YOUR business. I hated the shower. At first glance, it looked cute & rustic. But the position of the actual shower head made no sense, it was literally pointed towards the corner of the stall and also facing the drain. I couldn’t shave properly, I couldn’t even move around without touching wall which is a huge pet peeve of mine. It wasn’t even adjustable because it was so old & rusted. I was miserable my entire stray and so disappointed in myself for spending so much money with them when i could have been at a modern hotel for the same exact price. What really threw me over the edge though was the night before my checkout day, the governor had reopened pools & beaches 3 days before I left. Anyway, around 10-11pm, I heard a couple other guests getting in the pool. They started playing music, they were clearly drinking, and were being extremely obnoxious. hours start to go by & all of a sudden it’s 2 in the morning and they’re still there. I called the front desk from my cell and the guy told me he had already given them towels to leave. Even though the pool was supposed to be closed at 9pm. They ended up leaving an hour and a half later around 3:45 in the morning, when I had to be up in a few hours to pack. Then about 3-4 hours later more guests went into the pool which again, woke me up. All the manager did for me was waive a late checkout fee after being made aware of this & everything else. It wasn’t worth it. I would not recommend...

🥰🥰🥰🥰 My husband and I just spent the MOST AMAZING week of our lives. 🥰🥰🥰🥰 We came from a 30 degree Fall Weather to some beautiful upper 80s. This hotel was absolutely perfect! It was such a relaxed vibe. The staff was super nice and courteous of us. Always willing to assist and provide us with infinite options as to where to go and what to do. The premises and the room were super clean and sanitized at all times. We felt extremely safe and comfortable throughout our stay. For clean toiletries and or new towels you just leave them at your door and they will leave a brand new bag with new towels, linen, etc. Obviously we are currently in the middle of a pandemic. However, this didn’t hinder how well the staff and this hotel addressed their guests in a very respectful and sanitized manner. We will DEFINITELY come back. The warm pool is amazing!!! So romantic and cozy. The roof top patio was perfect for tanning since the beaches are currently for exercising only. My advice to anyone who is looking for the PERFECT location and view “Go for it”. You will not regret it. Everything is walking distance from the hotel as well. We had never felt so relaxed before. The beach was amazing. We loved our morning walks and our afternoon stroll. The livelihood and charisma of Puerto Rico’s citizens is contagious and fun! The weather is simply perfect! Make sure to bring some sunscreen and a nice hat 👒 It doesn’t get much better than an island in the equator 10/10 recommend 🥰 We are very happy, pleased, and satisfied with our trip. Acacia definitively made us feel welcomed, understood, appreciated, and heard. The receptionists where all super nice to us. Always making sure to ask how else they may assist.

As for all the negative connotations of other reviewers: First and foremost everyone who is complaining and nagging due to “lack of clean towels” small “room details” or “rude staff” you shouldn’t have traveled during a pandemic. I suggest you do your research before. This will avoid any assumptions and or discrepancies. Anyone who goes to Puerto Rico regardless of the hotel or area should be better informed of local guidelines and laws the local Government has put in place. This will prevent you from sounding so ignorant...

I hate to write this, but this was absolutely the worst experience I’ve ever had in a hotel. We arrived late, after midnight, after calling to confirm, that we would be in late. Could not get in the building, everything was locked and left out on the dark street. After calling, the finally sent someone over. This clerk was very pleasant and got us into our room. The room was very shabby, dirt on the bathroom floor, bed not fully made up (the fitted sheet in the bottom was coming off the bed, small thing but showed the level of detail ), one bedside lamp not working. We were very tired so went right to bed. Sometime in the middle of the night the power went out, so we woke up to a sweltering room. We went to the front desk to inquire, again, no one there. Went into the small restaurant in the hotel which had power. They said they had nothing to do with the hotel and would not help us, even though it advertised this restaurant as part of the hotel on the website. Finally someone came over from another hotel they ran, and he said “Ah, this is Puerto Rico, it happens all the time”. I pointed out that no one else in the area, even the restaurant in their building, was out of power, he said they had generators, and I would have to pay more for places that had power. Deciding to calm down, we went to have lunch. Everywhere in the area still had power. When we came back around 1pm, still no power, I told him we wanted to check out (we were scheduled to stay 5 days). I asked who I could speak to and he said no one and he could not refund out stay. I called the number given and it was a clerk at another one of their hotels who said he could not do anything. They gave me an email, which after three days we still have not heard from. We checked out and moved to a lovely hotel in Old San Juan. Oh, and as soon as I sent the email, they charged my credit card for the entire stay. If someone had called and we were able to come up with a compromise this would have at least been something. Do not stay...