Aloft by Marriott Ponce Hotel & Casino

The pictures made this place look better than it felt in person. The building doesn't seem solidly managed, and there was no valet parking or anything like that. Noise carries between rooms, so it isn't somewhere I'd choose to relax. We were also surprised by a party that went until midnight, since no one mentioned it at check-in. Our room wasn't ready when we arrived, and we waited 15 minutes while other guests were getting their keys. If you just need a place for a night or two and want to enjoy the casino and other activities, it could work. But we won't be back, and I wouldn't recommend it for a restful stay. Nothing like the Aloft in the metro area.

I was unsure about booking here after reading the reviews, but I'm really glad we gave it a chance. My husband and I came for our 7th wedding anniversary and our second trip to Puerto Rico, after previously staying in Loquillo. The problems people mentioned seem to have been fixed. The food at both the Nook and Hard Rock was amazing, and the staff were friendly and attentive. They were also patient with my broken Spanish. This was my 14th stay at a Marriott property this year, and it's been my favorite in years. I'd give it 100 stars if I could.

The staff were courteous and professional, and they let us check out several hours late without charging extra. That was much appreciated. Still, at this price I'd expect better attention to the room door and patio. We didn't notice until checkout that there was a visible gap in the door, with a clear line of sight into the room from outside. That's a privacy and security concern, and doors should be sealed and checked regularly. The outdoor patio has no shade, so the heat made it unusable during the day. The hotel has potential, but management should address both issues.

Trying to get help after I lost a credit card at Ponce Hotel was a nightmare. There are four different lost and found locations, nobody seems responsible, and I couldn't figure out where to ask for service. Phone support and the staff were both very deficient, and no one took responsibility for helping me. Communication is impossible and nothing is centralized. I can only imagine how hard it would be for a tourist trying to get help.