Alma San Juan, Puerto Rico, Autograph Collection

recepition incompetenti e non danno alcuna risposta, molto molto male

Nada. Todo perfecto

Our experience was extremely disappointing. We booked a room with two double beds because we were travelling with our teenage son, and only upon arrival did we discover that all of these rooms face an internal corridor. There are no windows to the outside, no natural light and virtually no ventilation. The room felt incredibly claustrophobic.

The hotel offered us a paid upgrade, but the “upgrade” only included a tiny, very high window that let in almost no light. It did not solve the problem.

What made the experience much worse was the attitude of the manager (a woman with long dark hair). Our son was ill with a high fever, so we simply asked if there was any room available with proper ventilation. Instead of showing empathy or trying to help, she responded with visible annoyance, rolling her eyes and making us feel as though our request was unreasonable. It was one of the least professional interactions we have experienced in a hotel of this category.

A luxury hotel should never have rooms without proper natural light and ventilation, and certainly not management that treats guests with such a lack of empathy.

Eftersom vi stannade länge så sjönk standarden på städningen. De gjorde inte längre ”turn over”. Personalen hälsade inte i receptionen när man gick förbi.

On June 30, our first day, my room (311) and my children's room (310) were next to each other. Room 311 was located beside the mechanical room, which was extremely noisy, and I was unable to sleep. The following day, I asked the hotel staff if they could switch my room. They moved me to Room 305 while keeping my children in Room 310. However, Room 305 was noticeably smaller, with a single vanity and a smaller shower than Room 311. I later learned during checkout that both rooms were charged at the same rate.
During our stay, the fire alarm went off multiple times, repeatedly interrupting our sleep. The hotel acknowledged the inconvenience and provided a $175 discount.

aun estoy esperando la factura de mi estancia

No hay ventana al exterior ni ventilación alguna, se escucha todo, el personal no sabia nunca nada, la puerta de la habitación se estropeó y tenían que abrirla con ganzúa cada día cada vez que llegábamos al hotel, no podían imprimir factura ni nos dieron un recibo por lo que se pagó el primer dia. No supimos en los cinco días de estancia si el primer día se pagó en una tarjeta 3 habitaciones por cinco días o una habitación, bloqueando la tarjeta cuando pedimos que fuera solo una habitación o tres habitaciones una noche y al día siguiente se pagaría el resto con la tarjeta de otra persona que llegaba al día siguiente. No funcionaban los terminales de cafetería. El personal nunca sabía nada. Pedimos una habitación silenciosa y nos pusieron en medio de un patio donde mas ruido había. El personal de limpieza no vació la papelera del baño en tres días. Desastrosa estancia. Fuimos un grupo de 6 habitaciones, el viaje estupendo y la gente de San Juan inmejorable, pero el hotel fue un desastre de principio a fin.

Las habitaciones son interiores, salvo las suites. Es algo de lo que no se avisaba al reservar. La organización de los espacios interiores del hotel provoca muchísimo ruido y se escucha en las habitaciones. El personal del hotel no toma medidas cuando la gente hace ruido en los espacios comunes.

Interior room - terrace above our room