The Wave Hotel Condado — Hotel in San Juan

My partner booked this hotel because the images on the web side are beautiful and they invite you to make the reservation instantly, now... When we went to check-in, the first thing they did not inform you in the reservation was that they did not have their own parking lot or secure place to park, You park on the street or they recommend a parking lot behind the hotel area for $20 the day in which your vehicle stays in a dark area and the parking gate never closes. When I get to the lobby I ask if they don't have lobby cars to take my things to the room and the girl very kindly explained that they didn't count With no type of transportation to the room, the most he could do for me is leave his desk and help me. I do the Check-In of the hotel, the front desk helped me upload my packages and when I got in the room a horrible smell of humidity which I let go because I was not going to deal with it I was tired. my priority was to keep my fruits and the small sodas and waters that I bought on the supermarket on my way to the hotel in my mini fridge that the hotel provides me and to my surprise it was damaged and full of fungus, my partner checked if it was disconnected and it was normal connected, the fridge was simply damaged. The TV didn't work with the remote control so I had to turn it on and off by hand and only watch 1 channel and on top of that the TV had 2 questionable white spots, the toilet didn't go down which was extremely uncomfortable because if we urinated we had to honestly turn it down 5 to 7 times and in top of it did not go down completely, the bathroom mirror was broken in the lower left corner as well as where the towels are placed, in the room they only left us 2 towels and 1 of them with black hairs and My partner and I are blonde, the bed was the most horrible we've ever had, it had plastic under the sheets and it made noise if we moved, we did not appreciate the view since the windows were disgusting in all their glory, the carpet in the room was totally dirty and to finish off our lovely room the air was damaged!, we put the air in a temperature and it changed itself so we sweat like crazy that night. The next day we prefer to go to breakfast to be able to relax and talk to the reception since it was the worst night, when we arrived at the hotel I chose to talk to the reception since my partner was extremely upset and I explained to the girl calmly and I gave her the option to move to the IVY Hotel that are affiliated without problem since we had 3 more nights to finish and I was not going to do it there, the girl dared to call the IvY Hotel and tell her partner in front of our face that we “supposedly” had problems when it is clearly not an assumption it is a fact that his room is clearly not in a position to receive guests and then she told us that he could not move us and that as soon as his superior arrived she could work the situation with engineering to fix everything that was damaged In the room, I asked her the approximate time and she told me that she didn't know what time to expect her supervisor, I explained that we couldn't use the bathroom at all, that my groceries was getting damaged and that the air wasn’t stable and she said "well, you have to wait because I can't do anything" I clarified that she shouldn't doubt a client without going to inspect the room that was disrespectful and very rude to us and she just made an uncomfortable face and she did not give us an apology. As the reservation had been made through Booking, we called to explain everything and we sent them images and thank God they refunded our money since the hotel refused to make that refund, we booked another hotel and ran away Fast!!!!!. Horror of property and customer service 0. I do not recommend to anyone, the web side is a dream. I am going to post images since I do not speak without evidence. Check-In...

I spent over a week at this hotel. Friendly service but I cannot recommend staying here. I’ve stayed at hostels that were cleaner.

Upon entering our room we were disappointed with the odor and cleanliness.

Bathroom: The toilet had pubic hair very visibly on the seat when we first arrived. The towel rod had been ripped out from the wall.

A couple of nights into our stay the toilet handle broke. We alerted the hotel at 7 am in the morning and came back exhausted late at night only to discover it hadn’t been fixed. We were disappointed but not surprised. The receptionist had to go to another room to get the part to fix it for us.

Room: the floor wasn’t clean. Blood on the sheets. Dirt on a pillowcase. Since we arrived late at night we decided to ask for new sheets in the morning.

We requested new sheets early in the morning before housekeeping and when we returned around 10 pm after sight seeing we noticed that they removed the sheets but left new ones folded on the bed for us to replace them ourselves. We had to make our own bed. The new sheets also had visible stains on them but we gave up. The pillowcase was also visibly dirty but they didn’t change it.

The sheets and pillows had pilling on it that is rough on the skin.

We tried to cancel our stay after the first night but we did a Jet Blue Vacation package- I spent a few hours on hold with them but since the Wave wasn’t answering their calls they had to email them. I called back the next day and they were still waiting for a response from the Wave. Not wanting to waste our entire trip waiting for a response we decided to just give up and stay at the Wave (who gave us a ‘deep cleaning’ on the third day)

They are short on towels so expect them to take your floor towel or hand towel randomly and not replace it. The towels are beat up and have stains and holes on them.

The safe in the room: only numbers 1,2,3,4 and 8 worked on it. So we had to use a combination of those numbers to store our valuables.

The rooftop is the nicest part of the hotel. Very nicely decorated and modern. There is a hot tub on the rooftop but the jets don’t work on it and the water wasn’t hot. Looks like there is a space for a bar on the rooftop which would be nice whenever it opens.

Parking: there are 3 free spots in front of the hotel but they were taken every night we tried. A paid parking lot is available for $20 a night a short walk away from the hotel. There is also free street parking available but you will need to walk.

♿️Accessibility : there is a ramp to enter the hotel and an elevator. However the first 2 days we stayed there were signs not to use the elevator. They told us we could use it to bring our luggage up and down but there’s a chance it could stop working so it’s better to use the stairs. The other days the elevator...

My party of 4 and I recently stayed at The Wave Hotel and wanted to share honest feedback that I hope helps future guests and encourages the hotel to make much-needed improvements. While the location is good with lots to eats, a casino, a spa and plenty of bars within walking distance, the overall condition of the hotel fell far below expectations.The website claimed there was paid parking, but there was none available. This created a stressful start to our trip. The lobby appeared fine, but as soon as we got to the elevator, we noticed how poorly maintained the hotel was. The hallway carpets on each floor were dirty and clearly hadn’t been cleaned in some time. The elevator also did not require a key card, which is a serious security concern. Anyone could access guest floors without restriction. Our rooms was very small. and my friends king-size bed was 2 twin mattresses that kept separating in the middle, the furniture had a thick, sticky paint on it that stuck anything placed on top. There was 2 hardened, black washcloths and the towels were thick with whatever substance used to wash them, had a strong odor, and felt unclean. We ended up going to Walmart to purchase our own. We were also informed we’d be charged $10 per missing item, even for those same low-quality washcloths, disgusting towels or the even keycard. There was no “Do Not Disturb” sign, so our room was entered without our permission despite requesting privacy. The worst part of the stay was the rooftop deck. What may have once been a nice area is now completely neglected. There were spoiled food containers (that were there for the days), half-full beer bottles, dead plants, rusted furniture, and a filthy hot tub. It felt unsafe and unsanitary. I know why the VA Hospital no longer uses this hotel for Virgin Islands veterans because of its lack of cleanliness and updates. That says a lot. The Wave Hotel may have potential, but it urgently needs improvements in cleanliness, security, and basic guest care. I took pics of the "pool" area, I wish I took some of the rooms and these pics are NOT all on...