It all started on Friday, we arrived at 7:00pm, it was very hot, the air conditioner were not working properly, and the electricity went off...
They had a generator, but the girl at the "front desk" could not turn it on, and couldn't see the number written on the wall, since it was dark. So they ask us to lend them the cell phone for them to call for assistance. After a while they did turned the generator on. The room door was cristal clear, and the courtains didn't covered it at all, so no privacity even while sleeping. There were lots of ants in the floor, so my husband and I had to carry our 14month girl at all times, since we were scared of the ants. So, she was cranky (because she wants to be on the floor at all times)...and also because it was really hot. When we were about to go to sleep, there was a woman that work for the hotel and told us "you dont need to worry, but please make sure to securely lock the room and hall door before going to sleep" HELLO!!! read between the lines, It is isolated on a mountain, no electricity, not clean, and not secure.....you don't want to stay there...
OK, so it was late, we went to sleep (hoping that the a/c will start cooling sometime). it was 2:00am and we were sweting, litterally. My husband tried to look for someone to change the room for us...but nobody was around. There is NOTHING to buy at the hotel (not even water or food). At 7:00am in the morning the room was very sunny, there was no breakfast(as they mention in their adds).
At 8:00am we were just READY TO GO! We tried to explained the ladies at the counter (obviously by 9:30am, nobody before) that we wanted to leave, to please not charge the following 2 nights. She was very mad and said no, that they can change our room if we wanted to. I told her it was not what we expected, no security, food, ants, etc. So she was very nasty and just said "Well, leave the keys on the room and do whatever you want, we dont care, we will charge you the 3 nights anyway". About the baby and the ants, when we complained about the fact that we cannot even put the baby on the floor, she just said "that's because you didn't came prepared for a baby" Customer service? Not there. We use to go for weekends a lot in PR, and I can tell, this has been our worst experience. We definitively moved to another hotel (Mayaguez Resort-a little more to the west), it was really good. Great food, excellente service, great air cond...
It is near downtown, but you need a car to get to it, or get anywhere(even to buy bottled water). What a nightmare of place, attitude and service...
and worst of all, they seem to be used to people to leave before expected, since they make you sign a paper (which didn't happend to us, thank God) that sais that once you are there, you cannot cancel, and leave.
We were there just for a night, and another couple which we met later and stayed for two nights told us the electicity went off the following night, also, and that they're still waiting for the air cond. to work properly.