Hyatt Regency Grand Reserve Puerto Rico

Seth M7 months ago

1/5

Mostly a scam. They add fraudulent charges to everyone's bills, such as self parking fees despite the fact that their concierge was meant to arrange pick-up for us (third time's the charm) and they knew at check-in that we weren't parking there. Excess fees, charges (some obviously fraudulent) and horrendously low quality and FILTHY rooms create an experience that is nowhere near the value of their outrageously expensive charges. This property offers NOTHING for free except the swimming pool and broken ping pong tables that don't have enough paddles. Breakfast is over $70 for a saddening arrangement that makes most complimentary breakfasts look Michelin-rated. The gym is $45/day. It costs $25 to rent a volleyball, despite the fact that the courts aren't even set up properly. Most of the staff are SUPER nice and likely not benefitting directly from the multiple scams, but the friendly people and well-landscaped grounds are the only nice things about this property. As mentioned before, multiple people complained about dirty rooms. Beds, headboards and bedframes were dirty, grimey, and stained. Four different rooms (of four surveyed) had stained sofas. Our walk-in shower was poorly designed and allowed overflow to stock up, and then pour out the poorly-sealed door. The bathroom itself didn't have a drain to catch said overflow. The entire in-room experience was horrendously engineered to look good and not function at all. Our room had a balcony which you could walk out onto with signs insisting we kept the doors closed to keep the air conditioning functional. That's great, except the doors don't have handles on the outside and forced people to be trapped outside. Again, zero functionality designed by people who've never stayed in a room before. The rooms rent for around $500/night so you can get flooded in your own bathroom and trapped outside in the humidity. These may have been the second-worst rooms of any hotel or motel I've personally stayed in. What an embarrassment! To top off the in-room experience, there was a large puddle directly outside our door which was unfortunately impossible to avoid while opening the door. Again, it's possible to engineer a way around this to ensure this doesn't happen. Immediately on the inside is a tile floor, leading to uncomfortable slips. The stairs and foyer of our bungalow had multiple large piles of hair in random places. To top that off, they fail to tell you in advance that their establishment is cash-free, and they use this to add 16% gratuity to all transactions including at their 'market' and gift shop, which is too little for most of the staff except the only lady who falsely told multiple people that the entire resort was out of mint and therefore mojitos wouldn't be available for the next day, causing mass panic. They also fail to note that their weather report is at Rio Grande, which also includes El Yunque National Forest. Many days have rain in the forecast due to this but no rain near the property, and people pack incorrectly. These are minor details in hospitality that it's possible to get right without hassle. This is an establishment hellbent on getting the things which matter wrong just as much as they're hellbent on ripping off consumers. 0/10. Their pool isn't even the largest by volume.