At Wind Chimes Boutique Hotel — Hotel in San Juan

I booked @ The Wind Chime Botique Hotel in Puerto Rico,for a special occasion weeks in advance button arriving on July 26,17and staying for 4 days.I contacted the property multiple of times for a month 1/2 and spoke with Pablo and many other managers and staff,to let them know what my expectations were in regards to there property and from the employees because I was traveling to Puerto Rico from the United States for a special occasion with my.I informed Pablo and also the other staff members that I spoke with prior that,not only i am traveling for a special occasion I also have very bad allergies to Dust,Mold,Mildew and Insects.Pablo and also the other staff members assured me that there property and rooms were all free of the things that I mentioned I was allergic to,and that the property and rooms were very clean and that the staff members there will take very good care of me and that I would enjoy my stay there and that they noted all of my concerns in the computer system attached and to my reservation.I could not stress enough to Pablo and the other staff members i spoke with weeks in advanced to me arriving in Puerto Rico.that I did have multiple of hotel choices that I could of choosed from in Puerto Rico,but according to me researching weeks in advance The Wind Chime Botique Hotel Star Ratings and also there Reviews Rooms and Property Pictures online I decided to choose to stay at there Property.Fast forward i finally arrived in Puerto Rico on July 26,17and approached The Wind Chime Botique Hotel,and I must say that the Pictures that was advertised online for The Wind Chime Botique Hotel must have been taken in the 50's because the Property nor the Surrounding areas of the Property looked bright white and clean like it did online.The Property and Surrounding areas looked Dated,Old, Dingy,Dusty,Run Down and the Roads that i had to travel on reminded me of driving on awful broken concrete,and without any Parking Available on the Property nor in the Surrounding areas..I didn't let this deter my mindset to bad I still remained optimistic about how the inside of The Wind Chime Botique Hotel would appear to me.I went inside of the Property because I had to Check In first before even obtaining my Room Key,so when I approached the Front Desk no one was there to Greet me I waited for 15mins.there so that I could Ceck In and obtain my Room Key still no one came to the Front Desk,I walked outside in there Garden Courtyard to attempt to find someone to Check me into my Room,still no one in sight so I had to walk this Foreign Property that I know nothing about to find someone to Check me into The Wind Chime Botique Hotel.I walked over to there EMPTY BAR and seen there Staff Members Lounging on the Bar Patio Furniture,I asked if they knew if anyone was working @ The Front Desk and they said no,so I walked back through there Garden Courtyard and I seen another Staff Member walking out of there Property side door,I approached him and I asked if he knew who was working @ The Front Desk because I've been waiting for over 15mins.to Chechnya In,and he said that he's the only person working,he is doing everything including wirking @ the Front Desk.We approached the Front Desk he said that his name was Gusto,I gave him my name and Reservation Number and I told him that I have Special Notes in my Reservation because I have already called multiple of times abd in Advance in regards to what I expected from there Rooms, Property and Staff Members during my stay.Gusto said that he does see the notes and they have no Lick Boxes with Keys nor Additional Rooms Available,I then said to Gusto that i was promised from your Managers,Pablo and other Staff Members Multiple of Times in Advanced prior to me Arriving in Puerto Rico that i would be Granted what is Listed in the Notes on my Reservation.Gusto said that he Couldn't do and Refused to Grant me Anything that was Notated on my Reservation.Roaches & Mosquitos in my Room,very small room smelled Musky.I told Gusto i have about this i have RSVP Ins.so cancel b/c I cant...

It took me a moment to write this review only for the simple fact that I wanted to allow Expedia and the hotel more importantly to provide the necessary recovery needed to appease opportunities presented during my stay. To date, this hasn't occurred since my staying at this hotel almost 3 weeks ago.

As a hotelier and a GM of several Marriott properties, I wanted this to be handled at the property level and for leadership there at the hotel to make it right. There was an attempt by one of the front desk agents (Omar) but not done satisfactory. I encountered a horrible stay but made due with the accommodations only for the simple fact of proximity to where all my other guest were staying which was across the street. As a result of my stay, it left a bad taste and a non memorable experience.

After I and my friend made the hotel and Expedia aware of the conditions of the room, the health impact it had on me my very first night and consequently the nights thereafter, the hotel could not meet me what I had asked for. I not only wasn't able to enjoy my room the first night due to the amount of mold and dust in the room.(see attached pictures) In order to breathe avoid any additional hives & rashes, I had to sit outside and address personnel the next morning. Luckily, there were some guest staying there which one was a nurse and had issues with the hotel as well, were there to assist me in gaining my breathing back. Omar tried to rectify the issue the next day with trying to accommodate me in another room but all had there issues to some degree with cleanliness with the exception of the first room by the front desk and entrance door to the hotel. I declined that room due to the amount of noise I would here in the lobby and because it was so close to front desk. After spending a great deal of the morning going from room to room and being made to feel that I needed to hurry and make a decision, I ended up with a room that was cleaned a little better, but the door to the room had so much space between it that it allowed insects and bugs to come in. I felt unsafe in this room! One good kick to the door or push and the door would have toppled over. (see attached pictures) Expedia and the hotel had me under the impression that I would have been compensated for this and that a return call from Hotel Manager and Expedia would take place. Though Expedia attempted to make right with the situation and call, it was indicated that the hotel would correct this. Upon check out, I was asked about the stay from another front desk agent and spend the time to share my experience as well. She informed me that hotel management would call me back and asked what outcome did I want to occur. My expectation was that the hotel would at least meet me half way with adjusting my first two nights. I wasn't able to stay in the room the first night and then spent a good portion of the next day looking at other rooms that would be suitable to stay in thus missing a portion of a special event which is why I was there in PR to begin with. Needless to say, once finding a room, having to be rushed to move my luggage and items from one room to the lobby for storage then to move it into the room finally assigned to me.

Understanding hotels, my belief is either it is clean or dirty. In this case, it was dirty and hazardous. Both my friend and I have tried to work with the hotel in minimizing my frustration and disappointment, but again to date no avail. Misleading information was provided in terms of an adjustment taking place. What's even more disappointing is that the room assigned to me was hazardous and could be reported as not compliant to Fire & Life Safety. The smoke & carbon monoxide detector wasn't working. Correction, it was even there in the room. They have failed to replace the missing detector in the room. (See attached pictures) If a fire of any sort were to take place, I wouldn't be aware of this and could have potentially ended badly.

Part 2 of review on...

First there are 2 hotels here.

One has a small pool with 4 lounge chairs and it has coffee in the lobby. That's as far as we got so we don't know about a tiki bar or the rooms. We were upgraded to the other hotel about a block away that is closer to the beach. So after getting buzzed in and dragging out bags up the stairs we were told we needed to go to the other hotel about a block away. So down the stairs we went and across the street and down only about 4 or 5 hotels away we came to our hotel. As is typical in Puerto Rico, you have to be buzzed in to get past the bars and barbed wire.

The "Acacia Wind Chimes" hotel does have a much nicer lobby. We did spend time there so we know. We were able to leave our bags there after our cruise and wait for check in. The restaurant was supposed to be open until 1:00 "for breakfast" but when we tried to go in for a drink at 12:15 they had just closed. Then we asked the front desk where a local restaurant was so we could wait for their advertised check in at 2:00 or 2:30 depending on where we got our different information. We were pointed in the direction of Beseilia's (or formally Beebos?), a local place that was pretty good and not very expensive. The directions were not perfect but we eventually found the place. (It was a 90 degree day so we were getting a little aggravated, by this time)

When we got back at 2:00 there was time for a nap in the lobby before the now 2:30 check in. It seemed okay because there were already others who had been walked over from the first hotel and were sleeping in the comfortable lobby chairs. When the afternoon front desk person arrived at 2:30, he said he needed to either park his car or help to unpark the previous front desk clerk's car. Anyway, after a half hour, much of which was spent in conversation out front with friends, he came in and announced about 3:00 that he was ready to start check in. We were checked in first, thankfully but not quickly because there were lots of instructions on which key worked where and to get complementary coffee or use the pool you just needed to go back to the first hotel where you booked originally. No elevator, so up the stairs we went to our second floor balcony room. The room was nice with a cozy double bed and a balcony. We could see some of the beach from our balcony. Everything was clean except the sheets, hair and sand but no bugs.

When we asked about shopping or bars or restaurants we were told that Old San Juan was the place to go. We could take a taxi or the bus was only a short walk away. I think they run on the hour or half hour.

We needed to get some things before we went home after our cruise so we only saw the beach for a few minutes. Its a beach and nothing else. If you need something to eat or drink, bring it or be prepared to go about a half mile or so to a gas station to get it. The hotel is a nice building, The employees are kids and the location is not somewhere you want unless you want to hang with the locals. We won't be back, but we may not ever come back to Puerto Rico any way. We've stayed about 4 places now and didn't feel...