We called prior to checking in on Sunday, March 21st, 2021. We were told that check in is at exactly 4pm. Fine. We arrive at 3:45pm with kid and a toddler. Unfortunately, according to Yolanda (long flat ironed blond hair, middle aged woman), we were to wait to be called for the room to be ready. She made us aware that Sunday’s are crazy with check outs. Fine. A few minutes did not sound bad. By 4:45pm, seeing that our toddler was going absolutely BONKERS, as toddlers are generally, she called to try and get us a room right away. By 5pm we were finally in a room. We were told there were no towels available. KEEP IN MIND THIS IS A HIGH CLASS HOTEL. Anyway, I went to the pool with my kid thinking that by the time we got out we’d have towels. Nope. We did not get towels until 11pm!!! Let me add that the room WAS nice. I have no complaints about the room itself. It was comfortable. Keep in mind you won’t have control over your own air conditioner. You would have to go to the front desk and request a change in temperature if need be. They need the air conditioners on at all times due to humidity issues, we were told. We were given this “loyalty card” that gifted us 15% off of any of the restaurants at the hotel. On Wednesday, 3/24/2021, 3 days later, we were assured by a Helen that our room would be cleaned at 10am. She added that because of covid, they wanted to make sure our room maintained sanitized. Plus we were staying for 6 days, 5 nights!!! We left the room at 9:30am just to allow them to do so. We returned at 1:30pm and the room was the exact same. We complained about it as we have 2 kids and yea, the room needed a sweep and mop!!!! We were just apologized to, nothing more. Today at check out we made sure to restate our complaints from Day 1 and the young girl with glasses and black hair just nodded her head and proceeded to give us our bill without saying that she can credit us anything, which I thought odd. Many hotels tend to be very understanding and credit something for any inconvenience. I personally had to request a manager. In another review I read here about a heavy set middle aged woman with short dark hair highlighted blond, with glasses. As soon as she came out, I was like “damn, I read about you”. She must get complaints very often because she was not very pleasant as the other employees there. She was more stern and repeated the same thing the young girl told us. One would think that a manager would have further access in a system. Unfortunately she said that the Director of Finances would come in the morning and she would Escalate the situation to her. She did not guarantee that anything could be done as far as credit. ALSOOO we were not told that the loyalty card had to be presented every time at the restaurants. We assumed we could give it to the front desk upon check out and that they would honor the 15% off. How the manager could not credit me anything, it boggles my brain. It seems pathetic to have a manager on site to be able to do nothing. I am disappointed. Well, she said she would give us a call back to let us know if she can do anything. Does not seem promising. The hotel is all beauty but no brains. The coffee sucks here. The Oregano restaurant and the Cafe inside the hotel both have terrible coffee. Watered down. We have family on the west side of the island and we come yearly. This is our first time at this particular hotel. So when it comes to good Puerto Rican coffee, we know delicious. We would literally recommend coffee outside somewhere. At a Mesón, at a Krispy Kreme. Literally anywhere else but the hotel! Fair warning. Try it at your own risk haha. I forgot to add that they are understaffed here as well. The pool was closed on Wednesday as well. One morning at Oregano to get breakfast, there was only 1 waiter working!!! We waiting an hour to sit down. There were 2 other people waiting that ended up leaving because of the wait. Having a toddler is not easy so I expected more from this hotel. It SEEMS kid friendly. I wouldn’t say 100% that it is. Oh!!! And there are no umbrellas so be aware that sun hits everywhere!!! We tried requesting an umbrella but were told from an employee that a lot of them broke because of the winds. I don’t believe it personally. Not sure. Seems odd. The pools are nice. Didn’t get too crowded because it was the weekday so I liked that a lot. I will update upon receiving a call from the lady. Let’s see.…
Very low quality service that does not go well with the Wyndham brand . No water left in the room . No room service . Wall mount loud a/c unit. There is even no one telling you where to park. No particular designation/sign for the parking. Very outdated interior . Nothing to do in the hotel. Definitely did not deserve the rate I paid. Would never stay again .
Get an Airbnb or something else but don't bother staying here. Pools are nice and of course it is in Palmas del mar. But we had to call for face towels and hand towels. Not allowed to flush toilet paper in the hotel rooms...just put it in the trash cans. No maid service during your stay but happy to get you more towels should you beg and if you should actually stay more then a day. (Yes, you read the above right). Forget more then one cup of coffee in the room. NO WAY to adjust airconditioner! Need to call service if you want to change up or down by 1 degree. Staff is mostly nice but can be pissy very quickly. Bartender by pool was kind though and didn't make me wear a mask in the pool. Also sold me drinks when I ask.
It was a great place to stay, specially at this time with the pandemia going, it has a great beach (walking distance) and some beautiful pools. The employees were very friendly and very attentive with face masks all the time, so make me feel safe! Thanks
They have all the safety measures and is very clean and neat. Pools and open spaces are completely in perfect conditions. Variety of places to eat. If you want to stay with family or your couple this is great choice.