“Best trip ever”

The best service in the most beautiful location ! We were so pleasantly surprised by everyone working at this resort. The service was polite and top notch, faster than a typical Caribbean experience as well. Our daughter has a peanut and tree nut allergy and all restaurants were accommodating and s… Mehr

The best service in the most beautiful location ! We were so pleasantly surprised by everyone working at this resort. The service was polite and top notch, faster than a typical Caribbean experience as well. Our daughter has a peanut and tree nut allergy and all restaurants were accommodating and so kind. Shout out to Camille at Nori who made our night out so special!!! We will definitely be back, the rooms and pools were immaculate.

Weniger

“Beautiful Setting”

The hotel is stunning. The room was immaculate, and the staff were welcoming and helpful. Unfortunately, the two main restaurants, Nori Asian and Prime 787, were fully booked. We couldn’t secure a dinner reservation before 9 PM on any of the four nights we stayed. We did manage to get a spot at Nec… Mehr

The hotel is stunning. The room was immaculate, and the staff were welcoming and helpful. Unfortunately, the two main restaurants, Nori Asian and Prime 787, were fully booked. We couldn’t secure a dinner reservation before 9 PM on any of the four nights we stayed. We did manage to get a spot at Nectar, where the service was good, but the food was lackluster, overpriced, and the atmosphere was very noisy. The next evening, we dined at 360 Tapas. The menu was limited, but the food was excellent, and the service was top-notch. Breakfast at Waters Edge is excellent. That said we tried it for diner They offer an Italian menu, and while the service was fantastic, the food didn’t live up to expectations. Getting a pool chair is challenging. People wake up extremely early to reserve them, both at the pools and the beach which made it nearly impossible to find an unoccupied spot. We did manage to rent a cabana at the main pool for $125 a day. While it was a nice option, the music was too loud for my taste—it should be background music, not the main attraction. Overall, the hotel is excellent, but it's a bit isolated. My suggestion would be to rent a car so you can easily drive to other places for meals other than breakfast . If you’re not an early riser, don’t count on finding a pool cabana or beach chair during busy times like presidents week .

Weniger

“Disappointing experience”

We were underwhelmed with our stay at the Hyatt Regency Grand Reserve Puerto Rico. First we were not able to check in until well after 4pm. Things went downhill from there. Housekeeping was well below our expectations for this kind of resort. On several of the days we did not receive any washcloths… Mehr

We were underwhelmed with our stay at the Hyatt Regency Grand Reserve Puerto Rico. First we were not able to check in until well after 4pm. Things went downhill from there. Housekeeping was well below our expectations for this kind of resort. On several of the days we did not receive any washcloths or foot towels, despite getting other towels. Further, on most days they did not clean out the shower. Later in the week, I went to both the main pool and the Villas pool (we had a room in the Villas area) by 7:30am and there were absolutely no chairs available. Considering that the pools open at 7am this was very surprising but it seemed that there were many day pass guests there. There should be enough chairs for paid guests. However, to make matters even worse, there were several cabanas and day beds unoccupied for the entire day. We were told in the morning that by noon they call guests who reserved these and didn’t show up to release them to guests who were at the pool. But when we went back at noon we were then told that they couldn’t give us the cabanas because they weren’t canceled in “the app” and the only way to reserve and get a cabana was through the app. The Splash employees blamed the front desk management for this broken system. We then spoke to the Front Desk manager who advised she couldn’t do anything and that it was Splash’s problem. I’ve been a World of Hyatt member for more than 15 years and have never been treated this way as a guest, especially one paying a lot of money to stay at what is supposed to be one of the premier resorts in Puerto Rico. To top matters off, on our last night we had 8pm reservations at Nori Asian Fusion. We quickly ordered and then it took about an hour to get our food (no appetizers, a couple sushi rolls, sweet & sour chicken, lo mein and pad thai - nothing complicated). Once we got the food everything, including the sushi rolls, were very salty. Overall the resort was clean, however the day beds in the villas section looked like they hadn’t been cleaned in months. We emailed the Hyatt CEO who ignored us. I’m very disappointed with this experience and most likely will never again be staying at another Hyatt property.

Weniger

“Hyatt Grand Reserve, the Good, the Bad, and the Ugly”

OK... currently this hotel scores 4 stars on Tripadvisor. That's not how I felt, but I do feel that they try. It's a large property with quite a bit going on... they've got a lot on their plate and they definitely try. I wouldn't say you shouldn't stay here, but there are some things to be aware of… Mehr

OK... currently this hotel scores 4 stars on Tripadvisor. That's not how I felt, but I do feel that they try. It's a large property with quite a bit going on... they've got a lot on their plate and they definitely try. I wouldn't say you shouldn't stay here, but there are some things to be aware of in advance and consider before you book. My family won't be returning. To start, the hotel is in a part of Rio Grande that forms a peninsula off the northern coast of PR. After a long day doing activities outside of the resort, you might feel like you're on the long road to Transylvania once you make the turn off the main routes to the hotel. Slow, lots of speed bumps, and at least 2 security gates. The Hyatt owns a good swath of that peninsula, though most of it is their own private residential development. The very tip top of the peninsula is the resort. Our first night there, someone called from reception to check and make sure we were happy with the room. That's never happened to me before, and it made a really good first impression. Unfortunately, we went to sleep and learned that the A/C is not that strong. Like... if you're someone who gets cold easily, it's more than enough. But if you're someone like me who likes it freezing at night, you'll be covering yourself with just a sheet. And my wife was sweating most nights. It goes down to a setting of 68F. When I was checking out of the hotel, another guest asked reception to send someone to his room because he felt his room just wasn't getting cool enough. Most employees were really very nice. There were a few ladies working the Tours/Excursions desk who were extremely matter-of-fact and didn't seem to want us asking them questions. The quality of the food in the establishments here varied greatly. There's a food truck by the main pool (near the beach) called Pico Digallo or something like that... the fish tacos were AWESOME. The beef sliders were really good, too, and I liked their fries. Then there's The Brasserie. Whoa... their pasta is pretty bad. Al Dente is an understatement, and the sauce is meh... We ate there twice and only my wife was happy with what she got to eat AND drink. If you decide you want to eat at Nectar or Nora Asian, man... book dinner at least one day in advance. We did get lucky to book same day for a table at Nora one time, but had to go at kind of an inopportune time for us. The food there was really good though. I just wasn't crazy about their "sangria," which isn't based on wine, but on watermelon juice. They appeared to be really proud of it though, so you might want to splurge and try it. And when I say "splurge," that's what this hotel is all about. Unless you fill up your tiny refrigerator with a ton of drinks and snacks, you're going to spend some REAL money eating and drinking here. And when I booked the hotel on Expedia, I didn't see a notice about a Resort Service Charge of about $80 per night. This was our first trip to a resort in about 15 years, and I never heard of anything like that before, so it was unexpected. When we asked about it at the reception counter, they told my wife and I (or at least, we understood them to say) that it's a "one time charge." I guess they (or we) were mistaken, as you'll pay that fee every day you're there. Go ahead, charge me what you need to, but I can't stand charges that are folded into the bill aside from the actual initial fee. It sucks. I know they've got a TON of staff doing so many jobs around the place... just build that into the price per night, please. And while almost all staff seemed to excel at their individual jobs, they don't seem to take any real ownership of the place. If they see something out of place that they can easily improve, I don't think they're doing it for the most part. Check out the photos I've attached of some garbage strewn under the bushes by Bungalow 12, where we stayed. Every time I came off the main path and turned onto the smaller path to our bungalow, I had to see this. Anyone with gloves could have picked it up and thrown it away. And I know I'm a snob... but if you're a snob like me, something like this will piss you off. One other thing that wasn't made clear to me is self-parking. If you decide not to have the crew valet park your car, ask for a parking card. It's a white card with no label that you'll scan to open the gate when you enter and exit the parking lot. Without that, you're going to "press button for ticket" and you'll have to get the ticket "validated" every time you want to leave the premises with your vehicle... with no validation, you'll have to pay, and it's something like $28 per night plus tax. The pools were nice, ample cabanas (wish they had more along the beach, too... there are only a few that I saw). We got a really nice massage at the spa... $150 per person for 50 minute customized massage. You can stay for the day and use their facilities (sauna, steam room, a separate outdoor pool surrounded by high shrubs for privacy, and a "hot tub" that's basically just warm, but cute). When we were there, there was NO ONE else using the pool area, and we didn't need to pay for one of the cabanas there... I loved that. Now lets' talk about THE BEACH. Don't expect beautiful, smooth sand here... there are a good amount of shells in most areas so bring water shoes. A lot of the ocean (at least on the west side of the peninsula, where we were) consists of beds of seaweed. People tend to look for a "bald spot" in the seaweed where they can wade on the sand. Some folks, like myself, actually ventured out into the seaweed to explore and see what living things we could find. I had my goggles (a snorkel would have been better, but they don't rent them at this hotel...they sell them) and saw some crazy pink sea worm thing, a bizarre fish that no one else had noticed, multiple conch, and thousands of baby hermit crabs. It's interesting how shallow the water is even far, far from the beach itself, and the waves tend to break far away, so the water is fairly calm. Great for chilling out, not so great for surfing! And there you have it. Good luck!

Weniger