San Juan Water and Beach Club Hotel

From the moment my partner and I arrived at the "luxury" hotel where we spent nearly $500 a night. What we encountered was far from the five-star experience we anticipated. Upon arrival, we were excited to relax by the pool and dine at the much-raved-about rooftop restaurant. Imagine our disappointment...

From the moment my partner and I arrived at the "luxury" hotel where we spent nearly $500 a night. What we encountered was far from the five-star experience we anticipated. Upon arrival, we were excited to relax by the pool and dine at the much-raved-about rooftop restaurant. Imagine our disappointment when we discovered that both dining options were simultaneously closed the rooftop restaurant was off-limits due to a private event, and the restaurant by the pool was also closed because they are not open on that specific day. Faced with hunger, we scrambled to find an outside alternative, a frustrating start to our stay. The service in the hotel didn’t redeem these setbacks. When I called room service to request toothpaste, they delivered expired toothpaste after a frustrating 25-minute wait. This delay was puzzling, considering the hotel’s boutique size and manageable guest count. Moreover, a simple request for extra towels was met with the absurd suggestion that I come down and retrieve them myself. For a place charging top-dollar nightly rates, such service was simply inexcusable. Valet service, advertised as round-the-clock, was yet another letdown. We returned to the hotel at 1 a.m. only to find the valet station deserted. After requesting that the staff lock our car, we left, uncertain whether our vehicle was even secure. The lack of assurance in something as simple as parking was absolutely unsettling. Housekeeping was no better, embodying a frustrating inattentiveness that left the room feeling neglected. The bed was sloppily made without changing the sheets, accent pillows and throw blanket were still on a tv console where I left them, and used towels were not replenished. When we finally tried to dine at the rooftop hotel restaurant the next day, the understaffing was apparent just one individual managing seating and service, with a single cook in the kitchen. Consequently, the wait was agonizingly long, only adding to our disappointment. We ended up leaving not even getting a chance to eat there. Overall, this stay left me feeling short-changed for what I anticipated would be a memorable experience. Unfortunately, instead of luxury and comfort, I found myself questioning the value of my stay at this so-called high-end hotel. The only two good things were the location of the hotel, and the room actually looked like the pictures. Other than that, I would have given this a negative one star. I wished I took pictures of everything describe to show evidence how poor the service was. Trust me you are better off staying at cheaper hotel and getting better service than this.

We had NO hot water for 2 days. They don’t mention this in anywhere on their website but they charge you $20 for valet service to park you car (no parking at this hotel) and on our first night they crashed our car. Tried to get a hold of the...

We had NO hot water for 2 days. They don’t mention this in anywhere on their website but they charge you $20 for valet service to park you car (no parking at this hotel) and on our first night they crashed our car. Tried to get a hold of the manager Friday morning when we realized and we left Monday with no resolution. The kid at the front seat had an attitude every time we walked in or out the hotel because we filed a complaint about the vehicle. Which we absolutely had to because it was a RENTAL! Don’t waste your money here! Elevator always smells like weed. Never anywhere to pull in for the valet so we had to park across the street at the beach. Save yourself the stress with This place!

I very much looked forward to all the beautiful pictures we had seen on the hotel website. However, we should have taken our first hint when the hotel name on the website did not match the name on the receipt and also was different when you searched the address. We...

I very much looked forward to all the beautiful pictures we had seen on the hotel website. However, we should have taken our first hint when the hotel name on the website did not match the name on the receipt and also was different when you searched the address. We like to support smaller places overall and it appeared beautiful on the hotel website. So after attempting to reach the hotel via phone without an answer, we spoke with a sister hotel who assured the hotel is ready to welcome guests. When we arrived it was hard to decipher where the entrance was due to all the construction. Then after check in, we arrived at the upgraded balcony room we had paid for. Upon entering the sounds of construction literally just below our room were deafeningly loud. I called the desk and asked if we would be able to switch rooms as the construction sound was extremely loud. They assured us it would be ending soon for the day but we were then awoken at 7 am on vacation by what sounded like a jack hammer right next to us. This continued for each day of the stay. While the room and the view were lovely looking, we very much regretted having stayed there with the very loud construction and at full cost of the room with no concessions. We also wished they had at the very least let us know ahead of time or at check-in.