Hyatt Grand Reserve Puerto Rico

Old Jun 23, 21, 4:53 pm
  #196  
 
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Originally Posted by Braswch View Post
WHAT?!!?!?! What was the manager doing naked?
I assume this was a joke but to clarify, it was I who was naked (post shower).
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Old Jun 23, 21, 5:00 pm
  #197  
 
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Originally Posted by bcosinteno View Post
I will jump in here and just provide some context from the travel advisor side of things. But this hotel has been absolutely awful to work with in terms of Privť and general customer service. We're meeting several VP's from Hyatt on Friday to get a corrective action plan put into place which might involve Hyatt sending task force from other hotels and resorts to help improve the service levels at the Hyatt Regency Grand Reserve.

Depending on how the call goes on Friday, we might end up making the decision to no longer book the resort.
Originally Posted by Adam1222 View Post
Just to clarify, based on my experience back in April, I agree this hotels service is abysmal. It's just that complaints like "they didn't give free cokes" (or "it's far from San Juan" or "it should be all-inclusive") devalues the legitimate complaints. (For example, in my case, a leaky ceiling that took over an hour and multiple calls for someone to respond to, a ladder that stayed outside my room blocking access for three days, and a manager that walked in on me naked without an apology. )
I will be here next week. Excited but nervous. Wonder if that task force will be instated ASAP.

I kinda wish the resort told guests about filming beforehand itís not as if it was a last minute thing. Iíd imagine if they had been blocking off the villas for quite some time it was a known occurrence - was just a matter of when the filming crew showed up with covid. On top of this property hosting the US Open they should know better. Horrible TA reviews stating a person had their view blocked, resort amenities suspended due to filming, or someone was outright moved from their confirmed ocean view to a garden view. Either way I donít plan on spending too much time at the resort as I will be traveling the island. But hopefully filming takes a break for the 4th of July holiday.

Based on the reviews of customer service at the property Iím nervous that a seemingly trivial request at any other Hyatt will turn into a headache and a half. I wanted to request early checkin my first day but that seems laughable based on people complaining about rooms not being ready until after checkin time in the afternoon. Iím also staying on two back to back reservations (points reservation and then cash with 3rd night free rate reservation). I really hope they donít make me check out and check back in. Iíll probably have to fight with them about parking fees and the resort fees too but just getting mentally readyÖ
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Old Jun 23, 21, 5:02 pm
  #198  
 
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Originally Posted by MechMachine View Post
I will be here next week. Excited but nervous. Wonder if that task force will be instated ASAP.

I kinda wish the resort told guests about filming beforehand itís not as if it was a last minute thing. Iíd imagine if they had been blocking off the villas for quite some time it was a known occurrence - was just a matter of when the filming crew showed up with covid. On top of this property hosting the US Open they should know better. Horrible TA reviews stating a person had their view blocked, resort amenities suspended due to filming, or someone was outright moved from their confirmed ocean view to a garden view. Either way I donít plan on spending too much time at the resort as I will be traveling the island. But hopefully filming takes a break for the 4th of July holiday.

Based on the reviews of customer service at the property Iím nervous that a seemingly trivial request at any other Hyatt will turn into a headache and a half. I wanted to request early checkin my first day but that seems laughable based on people complaining about rooms not being ready until after checkin time in the afternoon. Iím also staying on two back to back reservations (points reservation and then cash with 3rd night free rate reservation). I really hope they donít make me check out and check back in. Iíll probably have to fight with them about parking fees and the resort fees too but just getting mentally readyÖ
I was able to get early check in when I arrived without any issue, but I did have to come and get my key recoded on the second day of back to back reservations.
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Old Jun 23, 21, 5:37 pm
  #199  
 
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Originally Posted by MechMachine View Post
I will be here next week. Excited but nervous. Wonder if that task force will be instated ASAP.
...
I wanted to request early checkin my first day but that seems laughable based on people complaining about rooms not being ready until after checkin time in the afternoon. Iím also staying on two back to back reservations (points reservation and then cash with 3rd night free rate reservation). I really hope they donít make me check out and check back in. Iíll probably have to fight with them about parking fees and the resort fees too but just getting mentally readyÖ
If you can get them to pick up the phone, probably worth a call the morning of to inquire if your assigned room needs to be cleaned, is ready, etc.
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Old Jun 25, 21, 12:33 pm
  #200  
 
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Numerous leadership changes are being made, but it'll be a few weeks before anything is put into place. So hopefully by later this summer, things start to improve.
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Old Jun 25, 21, 5:34 pm
  #201  
 
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Originally Posted by bcosinteno View Post
Numerous leadership changes are being made, but it'll be a few weeks before anything is put into place. So hopefully by later this summer, things start to improve.
I really hope so. This place has such great potential. Would love to be able to do another trip with a few nights here and a few nights at the St.R like we did in March.

Indeed, I was going to save up a bunch of Cat 4's for an October trip back here but I can't risk it at this point. So I burned the Cat 4's on one-nighters elsewhere and we're heading back to the HR Aruba in October instead.
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Old Jun 25, 21, 7:54 pm
  #202  
 
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Good to hear! Hope this turns it around. Thinking about a December visit...so I'll keep an eye on this thread. Incidentally, for the dates in December that I looked at, I saw they were selling club rooms. Does this mean they expect the lounge to be open then?
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Old Jun 26, 21, 12:07 am
  #203  
 
Join Date: Feb 2021
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Originally Posted by Braswch View Post
The suites look and smell beautiful. You know, I wonder if it's like some kind of contract issue or something they are negotiating with the contractor.
Originally Posted by projectmaximus View Post
Good to hear! Hope this turns it around. Thinking about a December visit...so I'll keep an eye on this thread. Incidentally, for the dates in December that I looked at, I saw they were selling club rooms. Does this mean they expect the lounge to be open then?
When the category change happened for this property I legitimately was hunting to see if I could get a club level/suite/villa room here. The earliest availability at that time was last two weeks of February 2022. I definitely checked December; went through calendar week by week. The fact that they moved it up and are selling it then seems like a good sign.

Also I just noticed this; property is hosting a weddingÖ in a suite? Unless itís a hospitality suite and not an actual suite but this could also be why theyíre blocking the villas because they donít have formal indoor event space finished yet.


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Old Jul 1, 21, 7:53 am
  #204  
 
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Anyone have suggestions for 4th of July fireworks viewing at or near the Grand Reserve? I called the front desk this morning asking if there would be a fireworks display and the front desk agent said she wasn't sure.
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Old Jul 1, 21, 8:06 am
  #205  
 
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Originally Posted by beofotch View Post
Anyone have suggestions for 4th of July fireworks viewing at or near the Grand Reserve? I called the front desk this morning asking if there would be a fireworks display and the front desk agent said she wasn't sure.
I was there over new years. Since it's a peninsula you have a good chance of seeing fireworks from far away. We saw some fireworks at midnight that looked like they were being shot from right over the St. Regis. There were others too that were further away.
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Old Jul 11, 21, 1:08 pm
  #206  
 
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Hi Everyone;

Just completed a stay at this property last week - here is my review. Hopefully this helps everyone who are on the fence. bcosinteno projectmaximus platbrownguy Braswch

Checkin Experience:

I had trouble getting a hold of this property before my stay; calling their front desk didn't get to any employees. I ended up calling the globalist line and they added notes onto my stay about requesting an early checkin and two joined separate reservations. On the day of arrival I got a notification on the WOH app stating my room was available for checkin around 9am which was nice as I requested a 10am early checkin; so this request ended up being fulfilled.

When I arrived at the property had to submit my QR code and vaccination card to an email before being allowed to enter the lobby. I checked in with a nice hotel associate which blocked out a room for me for the full duration of my stay across two reservations so I didn't need to switch rooms. I didn't ask for an upgrade; she just willingly upgraded me as a surprise which was a nice touch. I was originally booked in a 2 Double Garden View room but was upgraded to a 2 Double Ocean Front Club Access; on the first floor. This was one of the best rooms at the property below the Regency Suites (aka the Villas). If you get upgraded to one of these rooms request the first floor as you get a walkout patio with a daybed and chairs and loungers; was convenient and lovely.

Resort "Hard" Product - Buildings and Grounds

The resort grounds themselves were beautiful and being on a peninsula was great. I saw a few fireworks on the 4th of July in the looking out on the direction of San Juan. I did a few loops in the evening and it was nice to see the stars and sea all around; the filming on the tip of the peninsula was suspended for the holiday so it was quiet and serene; although the film crew did leave a lot of their stuff behind. If you had a room near here you would have seen some of it.

Walking around and seeing much of the resort buildings/infrastructure I started to see where some of the complaints were from other guests. The staff didn't seem to care about little touches and there were so many random maintenance doors just left open for anyone and all to see and walk into. I started playing a game and taking pictures of each time I saw a door open as there literally were at least 10 instances of things just being left open. Could see a child wondering into these areas and potentially getting hurt. Also there was an alcove outside near my door on the bottom floor of the bungalow where some guests had stashed trash and dirty dishes/glasses and they weren't removed for at least 5 days.


The large pool was nice; but there seems to be random areas where they filled with concrete after hurricane damage. The pool used to be much deeper in parts but they filled it in and there are some areas that seem to be like "hot tubs" but only a few of the jets were working.

The small pool was open and serene; I ended up frequenting this one as it was not as busy. The only thing that was odd was a sign was left out saying it was closed but it obviously wasn't; oversight on a part of the resort staff.

The gym was listed as open but my key never worked to get in.

In my room I had a few issues.

When I got in it was relatively clean but a previous guest left toiliterties they never removed from the room and there were random stickers on the glass of the shower they never peeled off. The room smelled clean but makes you wonder how much they actually care about cleanliness. The phone was missing the plate on it that described what each button did and which numbers were which. I talked to 3 other guests and they had their phones missing the plate too - I think the resort is updating their phone system at the moment. Also 2 of them said they didn't have an espresso machine in their room; just a kettle. I had both but the espresso machine didn't work. Not a big deal but frustrating as the grounds are so big and it would have been nice to make a coffee in the room without having to go out. Finally this hotel doesn't know or have what a washcloth/hand towel is. We only got large bath towels for drying off and smaller towels; no smaller squares. A tiny inconvenience but I have never stayed at a hotel that were missing these - annoying.

Resort "Soft" Product - Service & Staff

The best way of describing the staff as a whole are inconsistent. The front desk associate who checked me in was great! However I needed to call the front desk for an issue one time during my stay and they redirected me to a number that lead to a voicemail for a time sensitive issue about being stuck in the parking lot. I waited at the food truck line near the pool to order some food; the cooks stuck their head out the window and yelled saying "We don't take orders here. Go get a server and tell them to take your order." Kinda rude as a few of us had been waiting in line for 10 minutes; so much for going above and beyond to help; and didn't even tell us where to find these "servers." So I just decided against getting food there.

The staff at the resort LOVE their golf carts. The resort must have a fleet of around 10-15 of them; literally they were buzzing around at all times of the day and evening. It kinda got annoying walking to rooms having to step out of the way or be startled by horns. I saw a few guests being shuttled around; I think there is a number you can call (but I didn't have it on my phone..) to request pickup; or you can wave them down like a taxi. Its a nice service when it works but a majority of the time it inconvenienced me and I felt like the resort staff were more eager to drive around and avoid guests rather than help them.

I only dined at the waters edge for breakfast on a few occasions and the staff were mostly nice and prompt in seating my party; we never ordered food from the menu; just did the buffet as we didn't want to wait an hour as the food was coming out extremely slow based on complaints from other tables nearby. The only restaurant we did for dinner was Pasion and it was amazing; the local cuisine was great. The service sucked however. They weren't accepting reservations only walkups but were honoring previous reservations made within the last several weeks. When we got seated after 30 minutes our server took our order and disappeared. Food was out fast but getting refills on drinks was a pain; had to flag down another server to help. The more egregious thing was we only saw the server come back with the bill and he had the audacity to automatically give himself a 18% tip on the bill (this wasn't a gratuity or mandatory charge; literally he added the tip himself). We were too tired to fight so we just left but left a poor taste in my mouth; food was good though.

Housekeeping was seemingly offered every day but it was inconsistent. I denied it a few days; and then another day a manager came around auditing rooms and asked If I had gotten housekeeping; so they seem to be trying to keep up with this as much as possible which is nice to see.


Globalist Items

The Regency Club is still closed but I did see workers inside with ladders working on things in the ceiling. Additionally they had a reflecting pool adjacent to the club that was being drained and cleaned. I think they're getting ready to open it up fairly soon but I didn't ask for a date or timeline. Id say the breakfast being offered at waters edge is better than whatever will be served in the Club.

The upgrade I received was nice. During my stay 2 of the Villas were open and guests were staying in them (the 2 closest to the small pool) I didn't get to ask how they got the upgrade or if they paid to stay in the room but I assume the property gave them to the wedding party that was happening during my stay. The presidential suite (the last villa on the end of the peninsula) to my knowledge was not being used for guests to stay in; but they were hosting events and receptions inside. The middle 2 villas were closed and were being used by the filming crew. One of the villas they constructed a shack on top of the pool and made the villa look abandoned with a bunch of paint and fake bushes. Was interesting to see; they need to take everything down and repaint before the middle 2 villas will be useable by guests. I think the filming will be done by August because that is when the show they are filming will be airing.

Parking & Miscellaneous

When I booked I think the parking prices were relatively expensive; around $30 a day for self park only. They have since reduced the prices to $22.70 a day for valet and $16.73 for self parking. They waived the parking for me for my entire stay; I stayed partially on points and partially on cash; technically I should have paid but they still waived it which was nice.

An annoying thing is once you get your room keys you need to separately walk to another desk to get them validated for parking; they don't work automatically you need to physically get them validated again. I walked out to my car and nobody told me this; got stuck at the gate. Had to re park and walk back to the lobby to get it fixed. Annoying; especially when nobody can pick up the phone.

When I checked out I had to remind them to remove the resort fee and breakfast and they did. PLEASE fix billing issues before you leave as in my experience it is extremely difficult if not impossible to get ahold of the front desk off property.

People on reviews were complaining about being stuck or trapped at the resort. There is an Avis on site but they are usually sold out. The resort now offers airport transfers through a vendor you need to book 24 hours in advance: https://fareharbor.com/gsipuertorico , they offer other activities but there were a bunch of angry guests at the tour guest stating their tour had been cancelled as there weren't enough people attending and nobody was told beforehand - so maybe avoid booking any tours through this company apart from airport transportation.

Resort Information

The resort provided us with a qr code that gave us dining hours, room service menu, and other details. It seems to be updated weekly so I would check this link for information close to your stay: http://qrco.de/bc6yd1











Last edited by MechMachine; Jul 11, 21 at 1:20 pm
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Old Jul 28, 21, 7:31 pm
  #207  
 
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Originally Posted by bcosinteno View Post
Numerous leadership changes are being made, but it'll be a few weeks before anything is put into place. So hopefully by later this summer, things start to improve.
Any update on this? I have a (points) stay in early September and this thread has me a bit worriedÖ

Also, we will be requesting a rollaway in a two double beds room. Anyone who has stayed here before have any idea how cramped that will be/if it will be ok?
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Old Jul 28, 21, 8:45 pm
  #208  
soy
 
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Originally Posted by blahmeh14 View Post
Any update on this? I have a (points) stay in early September and this thread has me a bit worried…

Also, we will be requesting a rollaway in a two double beds room. Anyone who has stayed here before have any idea how cramped that will be/if it will be ok?
Won't be a ton of extra space, but it will fit easily enough. I would not worry, probably will not spend too much time in your room anyway
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Old Jul 29, 21, 3:10 pm
  #209  
 
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Originally Posted by soy View Post
Won't be a ton of extra space, but it will fit easily enough. I would not worry, probably will not spend too much time in your room anyway
Good to know. Yeah, not too much time in the room so Iím sure itíll be fine as long as they can fit it in.
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Old Aug 13, 21, 8:18 pm
  #210  
 
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Is the water park open to all every day?
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