"Wasn't Too Bad, but Wasn't Worth the Price"
Overall Score3.0/ 5
We stayed at this hotel with a wedding party for the weekend. The room had a nice view. It faced the ocean. Being from California, I was excited about this but was a tad disappointed there was a main road and a fence in between us and the beach. There's also a small train that went by every so often. Our remote for the TV didn't work (batteries were calcified), which is okay since we didn't stay in our room too often, but maybe something to look into? The walls were very, very thin. We could clearly hear out neighbors and the floor above us. We also were asked to control the noise from our room one night when it wasn't our room that was being loud. Also, we had been told our check-out was at 11 am. I called the front desk at 10 am for an extended check-out time and was told no because our party had already been extended a check-out time. At that point, I had to pack up the room that my husband, mom, toddler, my baby and I were all staying in. I understand that's not the resort's fault. There was a miscommunication, but at that point it was already 10 am and there was nothing I could do to get out of there any faster. A little understanding for such a big group would've been nice. The main issue I had was the billing. When we had checked in, I explained to the front desk that we were only responsible for one night and our friend was paying for the other two. They understood and only charged us the deposit ($100). When I went to check-out, our friend had already paid for the two nights and we were only responsible for one which the guy on the phone verified and gave me the correct amount he was going to charge our card. An hour later, we checked our account and we had no money available. It turns out the resort had charged us a total of five times. We were charged our deposit and room fee, and an additional three random charges we did not consent to or were aware of. I called the resort and was told there was nothing they could do since they were "pending." Again, that's something I understand since I've worked many years in bill pay. They kept explaining the two charges (the ones I was aware of and consented to) but wouldn't address the other 3. I told them I could send them a picture of my bank statement. I was told I could, but again there's nothing they could do. This was a problem for us since we had traveled to San Juan for a wedding. We're not from the area and were traveling back at that moment. Yes, the charges were "pending" but the funds were NOT available in our account so we had no money to travel home with. Thank goodness my mom was with us and paid our gas home. My main problem was the fact that they couldn't explain to me why we were charged so many times and it wasn't a big deal. I'm fully aware that they couldn't do anything while the status was "pending" and that the charges would drop off once it was no longer pending. But I don't understand why my card was charged that many times in the first place. I spoke with the guy who handled our account and the manager and they both couldn't explain it to me. I know the bride's parents spoke with them as well and they couldn't get a logical explanation either. I know one other person in our party had the same situation. As of right now, we still have two pending payments. It's a nuisance. Would we stay here again? Probably not on our own intentions. For the price, it wasn't worth it. I wouldn't mind staying somewhere else nearby.
14-Oct-2015 Verified Review, stayed from Sat Oct 10 to Mon Oct 12 2015 at a $87.00 group rate.