"We had a bad experience. We had to wait all afternoon for them to give us a code to access the room. A wasted vacation afternoon. And they were so calm. They didn't even worry about the delay or compensate us in any way. And the worst part is that we returned to the same hotel later and the same thing happened to us! We contacted them beforehand so it wouldn't happen again, and it happened again. Incredible! Again without a sorry or compensation. It's never happened to us before. Very little professionalism and respect for customers. We're not the only ones this has happened to. They only work with email and don't handle it properly. It's a shame because this treatment ruins their business, since the place and facilities are very nice. The room is well decorated, modern, and has all the amenities. The staff is friendly and attentive. The price-performance ratio is not good. The price is high."

"Very satisfied 👍"

"Great location!"

"My husband and I were able to book 3 nights on property after our Ritz Carlton Yacht journey over the holidays. We were excited to experience the service that this resort is known for. Pre-arrival, I had worked with the concierge and guest experience team for dinner reservations (Positivo) and to assist with a San Juan city tour and transfer to the resort the day we left the yacht. The communication with the team in the months leading up to our arrival was great and they were very helpful in outlining our options for the tour, transportation, etc. When one arrives at the resort you truly feel like you're being taken into a private sanctuary (if not for the security protocols at the entrance alone!). The arrival area is beautiful, well orchestrated, and almost immediately you can see the crashing Atlantic behind the guest services builiding and the pool area. It is indeed gorgeous. My husband was not feeling well when we arrived and they did escalate our room to ensure we could get in ASAP. The room was not quite ready and so they offered to have us wait in Positivo with complimentary cocktails (since he wasn't feeling well I had to "endure" drinking both of them...) and within about 15 minutes the room was ready. I appreciated that quick turnaround and responsiveness. Our embajadors (i.e. Butlers) did reach out multiple times a day, morning and evening at a minimum, to check on us and to see if we needed anything including medicine for my husband. We appreciated this and they did respond well when asking for additional coffee in the room. On our last night, they did drop the ball as we had asked for the in-room welcome rum tastiing to be performed at 5 pm, prior to dinner, as we were not able to partake upon arrival due to my husband's situation. At 2 pm I was told absolutely, they would be to our room at 5 pm with the ingredients. At 5:15 I had to message asking for an update and finally at 5:30 we left the room and headed to dinner as planned. When I messaged the Embajador on duty, the response I received was a rather passive-aggressive "I'm sorry if this was an inconvenience". It's not that it was inconvenient, it's that the Embajador team dropped the ball and the communication was broken somewhere internally. We didn't ask for much and one of the only requests we had was not followed through on. In terms of meals and the onsite amenities, the quality is good and the meals were well prepared. We enjoyed Positive and the sushi and seafood. COA has a beautiful ambiance at sunset and we had a table right on the edge of the balcony overlooking the beach and waves. Overall, we were impressed but still left saying "we can mark this off the list" and do not need to return. While it's a beautiful property and you get what you pay for, which in this case it is indeed expensive, I do not like to feel as though I'm being nickle-and-dimed or being sold items at a premium just because they can. A great example is a bottle of champagn"