O:LV HOTEL — Hotel in San Juan

So I was going to wait until the trip ended to write my review but I believe that I’ve seen enough in the amount of time that I’ve been staying here. My stay is from Feb 22-28th and the initial arrival was great and the people have been very kind. Polly is who I spoke with the majority of my stay. They did ask for an incident fee of $250 which only concerned me later. The rooms are beautifully designed but there are fixable things they are choosing to leave broken and I hope that I don’t come to find out that they will try to charge me for them. The bathroom shower heads don’t all work and you just have to pick and choose which to use. The bathroom doors, as beautiful as they are are broken like the handles and I’m not sure why they can’t just get the screw to fix it but that’s the case for the actual shower door as well. The lighting in the bathroom is terrible, you can’t see your face really. I spend most of the time push g the closet mirror. The first time room service came, they knocked and knocked for like 10 min straight and I was too exhausted to even move and she just came right in but they decided to leave. I realized getting towels in the room would be a difficult thing. That same day I asked for towels like 15 min later and never received them and front desk wouldn’t answer. Everytime I called front desk I rarely got someone to answer and has to go down myself. So I went to find housekeeping and get towels. This was an everyday issue just trying to get towels to the room as I like using new fresh towels everyday for showers. I asked for some to be sent up yesterday evening as well and they never came. We had an issue with the air conditioning as well because it wouldn’t come on and when the guy came he explained that the wall temp didn't work and he used some remote to fix it and it happened to work. Oh and the housekeeping will talk in the hallways very loudly everyday so if you’re trying to sleep, may as well start your day early to avoid that lol. Now for the rooftop…it’s also beautiful but be aware the infinity pool I in the middle of the restaurant. For this to be an adults only hotel, it doesn’t make sense that adults cannot get in the water past 8pm. That is very early and because of the pool being in the restaurant, it’s very well lit. And the jacuzzi is closed as well and it doesn’t make sense. An adults only should be Atleast until midnight. There were mostly events happening at the restaurant so it was rare that we could even chget in the pool. Upon being up there about three times, they hadnt had any towels and I’ve had to go up to the room wet. There is also a button for front desk at the jacuzzi that doesn’t even work so you’re gonna have to walk down in the middle f the restaurant wet to even get to the elevator and that was pretty embarrassing. The doormen are all very sweet but Jose was my favorite. He gave the best energy of the stay I’d say. Lastly, I’d say they should have a laundry option as some hotels put out a bag and charge you to wash your clothes. We are at a beach and in swimwear everyday and it would be nice to be able to clean our clothes. The hotel is on a strip with many restaurants and stores but can be pricey if you’re trying to stick to any type of budget. No meal we’ve had has been under $80 so if you’re looking for cheaper you’d need to go local. The areas like la placita, pinones, la factoria are all very close and the Ubers are pretty cheap and usually no lore than like $7. The museums and botanical gardens are close as well. So if you’re wanting to venture out, this stay is fairly close. There’s also a close cvs and Walgreens for necessities as they don’t have anything like that in the hotel itself. Although it’s not right off of the beach, it’s about a 3-5 min walk to the beach so no complaint there. So, so far this has been the experience and wanted to get it all down while I had the moment. I will edit later with anything...

I recently stayed at OLV in the room with the panorama view and balcony. My first impression of the room was that it looked much better online but still nice. I also paid for the happy birthday decorations and the same night all of the balloons were deflated and fell to the ground which was disappointing and a waste of money. Then on the day of my birthday I received a call from one of the managers who stated that I had to immediately leave my room. As I tried to explain to her my reservation details she had negative and argumentative responses to everything I said which was extremely off putting and overwhelming. I tried to explain myself multiple times but she was very hard to talk to. I decided to go downstairs to speak in person and show her my confirmation email. As I came out of the elevator, even the look on her face was intimidating. I then told her there is some kind of miscommunication and my room number. She then realized she had made a mistake and meant to call a different room but that was extremely careless and irresponsible. The situation actually brought me to tears because I was traveling alone, it was my first time in PR, and I didn’t have any other accommodations. She sent me in an unnecessary frenzy because not only was she was wrong but rude and not listening. She then sent a bottle of Prosecco to my room after seeing how upset I was which I told her I didn’t want. I understand that she was trying to rectify the situation but I don’t drink much and it didn’t help in any way. Nor did I open or drink it. That same day I also slipped coming in from the pool. At first I thought I was okay but then as the night went on, my toe became really swollen and bruised purple and black. The high traffic areas should be kept dry or there could’ve been a sign and I don’t remember seeing a matt being at the entrance of the restaurant where I fell. The only thing the hotel staff offered me was to fill out an incident report and ice which I felt was also inconsiderate given everything that happened that day. The following days it has been difficult for me to walk around which effected my trip negatively. Upon check out I told the manager my experiences and he gave me the 70 dollar resort fee back after I spend thousands of dollars which I feel isn’t fair at all, ridiculous even. Housekeeping was extremely delayed and I found myself asking for things multiple times. At one point one of the housekeepers just walked in without notice or knocking on the door. That made me uncomfortable because I could’ve been indecent or anything. The doormen and people at the front desk especially John was very kind but I am really disappointed in the managing staff’s negligence and lack of problem solving skills.

Update : The OLV owner responded and asked that I reach out if there was anything they could do to make it right. So, I contacted the front desk only to put on hold twice (30 minute wait) , told I would be connected to a manager and then sent to voicemail. I called back and was immediately sent to voicemail again. This hotel is extremely unprofessional and unethical. One of your guest sustained an injury on your property and this is how they are treated. The floor shouldn’t have been that slippery. There wasn’t any signage or floor matts at the time I fell. This is how you get a lawsuit. To anyone reading this do not...

Overall horrible experience from beginning to end! First to the eye, the hotel’s décor, ambience, and style is beautiful, a great showstopper. After you get past the wow factor of inside, everything else falls downhill. The check in process was very slow; with there being ONE couple in front of us, it took twenty – thirty minutes to check in. The front desk also stated that they didn’t have clean champagne flutes, so we also did not receive our “complimentary” champagne and we would receive some later to our room (lie number one). Once we headed upstairs to our room, our room was DIRECTLY in front of the elevator which I disliked due to the extreme busyness of the hotel. I asked for another room and was told that they were at full capacity and I was given the only room available based on my purchase.

Our hotel reservation was reserved from Thursday night till Sunday morning. On Friday I dealt with racial discrimination. My significant other (who is white) and I was leaving the hotel rooftop pool which also has a bar/restaurant. As I was leaving and PAYING my tab for two drinks, I was asked by the bartender “were you here yesterday because there was a ‘BLACK PERSON’ that didn’t pay for their tab”! I was appalled by the first question, but the second comment made by the same bartender sent me over the edge. He stated, “WELL THERE’S A COMMENT IN THE SYSTEM LEFT BY MY MANAGER STATING THAT A BLACK PERSON DIDN’T PAY FOR TWO BLOODY MARYS AND I ASSUMED IT WAS YOU”.

1. The hotel is a different entity from the rooftop restaurant so that black person could have been anyone.
2. I am a guest of the hotel, so I am not very hard to find if I did leave without paying. Or charge it to my room?
3. To have a very discriminatory note like that left in the system over two bloody marys is absurd. That means all employees that have access to that POS system are ultimately discriminating against coloreds.

I complained to their nonexistent staff once I was able to get a hold of them and was offered a rose petaled bath package with free champagne (given to us Saturday evening).

Later Friday, I went back to the room and tried to call downstairs to reach their massage company entity and I called at least 5 times, was even transferred to a non-working voicemail, left notes with the staff, just to be told on SATURDAY morning that I had to make a reservation within 24 hours and they were fully booked.

Saturday night was the last and final straw. The AC was NOT working, and I could not sleep on 80 - 90-degree heat. Imagine paying $400/night for a room, for you to sweat like you’re in a desert. It was cooler outside by the beach than it was inside our room.

We complained once again, and the staff acted as if I was in the wrong for all of my complaints and acted like they didn’t care. I asked for a manager plenty of times and was given unprofessional answers each time. There seemed to NEVER be a manager onsite; and because they have a sister property nearby in walking distance, good luck calling downstairs and getting someone to answer the phone. Luckily, I charged the hotel reservation on my Amex card because I disputed the whole charge.

I would never stay here again and before I left – I let my significant other speak while checking out and had them admit to everything while I secretly recorded. I will be...