Hyatt House San Juan

The location, shuttle service, and view from our small room were great. The hotel itself is beautiful, but it needs better management. We have high Hyatt status and can usually get early check-in and late checkout, yet we waited until 4:21 for our room, along with six to eight other couples. The usual check-in time is 4 pm. When we finally got in, the carpet in front of the TV was wet and smelled. Apparently the previous guest’s dog had relieved itself there, and housekeeping hadn’t cleaned the spot. The hotel was booked, so we had to stay with the smell and dampness, and put a towel over it. We used our only washcloth on the spot. When we asked for another at 8 am, the front desk said housekeeping wasn’t on duty. WHAT????? No wonder rooms weren’t ready by 4. Breakfast wasn’t much better. At 8:15 we waited for the coffee carafe to be refilled, there were no yogurt bowls, the cottage cheese and scrambled eggs were gone, and the omelet cook said he was too backed up to take orders. Hyatt, is it really that hard to staff this place with competent people?

The food, views, location, shuttle, service, and atmosphere were all beyond words. Everything was spotless, and Norma was exceptional serving us. Keven was amazing too. This was the best hotel stay I’ve had in recent memory and a great choice for our trip. If you want great service, a very clean place, and good value, you can book this one without fear.

The building is nice and the front desk staff were friendly, but I had a frustrating problem caught between Expedia and hotel management. The original location didn’t have working water, so I had to book another hotel through Expedia. Expedia double-booked me, and management refused to approve a refund after saying they would. I ended up paying for two rooms for no reason. It felt like they were putting greed ahead of customers.

Great location and service, with clean, cold rooms. The shuttle to old San Juan is a nice extra, The District is within walking distance, and the pool area is awesome.