holtju2

BTW week after I filed the complaint with the Ambassador service desk, that I also faxed to the GM and guest relations manager of the IC San Juan in question, I have not heard back from them.

What was the penalty for the hotel of not resolving complaints?

mkt

$75 depending on the issue at hand + $100 late fee. Call the Ambassador service desk and ask what's going on.

holtju2

I just received an email from the Ambassador desk that the GM will discuss about this matter at their staff meeting tomorrow. We'll see. This was my very first IC complaint.

pauleeepaul

Sorry to hear this place seems to have slipped. I have had several good stays here over the years, including my stag party before it was rebranded as an IC. Nonetheless, a combo of cheap airfare and award night availability are going to make for a nice anniversary getaway this weekend. (Ironic, ain't it? ) 4 nights- trying to determine if I should use all points, or do a BOGO to try to get a better room- this place does have some dingy rooms on the cityside (vs spectacular views on the oceanside) and if for the cost of 1 night I can get oceanview or Club room I think it is a good investment- saves 60k points too but burns my only BOGO cert in stock currently and they don't seem as easily available as last year. Any thoughts?

holtju2

Just to update on this issue. The IC San Juan did what I proposed on the complaint would be a satisfactory resolution for me. It took two weeks for them to resolve the issue.

I will probably give them another chance when I return to San Juan. I truly hope that they address the issues that I and other posters on this thread have pointed out.

EdV

Anybody have anymore recent experiences?

I'm planning a surprise "quick" w/e getaway for the GF and I and this is high on the list (along with the IC Miami). Since quick I wanted to keep it to a direct flight from BOS so this will work great. As an RA can I just book the cheapest room available and expect a suite / club room? thx

zoonil

I stayed in IC San Juan for a week as a RA and in Ritz Carlton for a week with no status... Surprise, I was treated way better in Ritz Carlton! IC San Juan sucks and had bad experince there.

I was in a corporate rate (I work for a multi national corporation), and requested for an upgrade, which was very meager (superior room as opposed to standard room), bad additude at check-in, bad every thing.

Au contriaire, at the Ritz where i am nobody, I requested for an upgrade, and they upgraded me a King suite with ocean floor although I had paid for a standard room. The bellboy offered me to escort me to my room and was eager to explain the features of the hotel and my room. For the entire week I was always treated well and will surely return there again, even on my leisure trips.

EdV

Ooooh, not exactly what I was hoping for (especially from an RA) but thanks for the quick response zoonil. BTW, did you add to the RA experiences sticky?

Cerberus

I highly doubt that you're going to get anything much better than a high floor King room ocean facing. If you get a suite (somewhat limited), it'll be facing the street side and not really worth it. Unless you a very frequent business visitor to the IC San Juan with RA status, you're very unlikely to make it into the high end suites in the Casita side. Knowing the staff personally helps as well.

I would recommend to the people (even RAs) to stay at other hotels in San Juan if you don't want to be disappointed. Only people I know that are not disappointed are the ones that literally live in the IC San Juan for months on end such as myself last year. I recently returned a few weeks ago, on the usual corporate rate and I was immediately recognized and treated like royalty. But as always, YMMV.

EdV

Well, I guess I'll go the route of contacting the hotel prior to booking and asking what my expected upgrade could be based upon booking different rooms, etc. ie, if I book a Superior Cityview room can I expect a King Ocean Room? Or what would it take for me to book to get into a Club Ocean room?

The room is not utterly important to me as I'm almost always at the pool / beach at these type of detinations but I would like to have Club access w/o having to book it.

Finally: what do you mean by the Casita side? There is no reference to that anywhere on the hotel's PC website.

pauleeepaul

I stayed in a Club room in May- on the right side as you enter the property, each room has a lanai or good sized balcony facing the pool. This wing is only 2 stories high so no high floors but very well appointed and convenient to the pool and ocean. I would think this is a slower time for this property so you might be able to get a better upgrade than in the winter. You can also ask to pay to upgrade to something nicer if the room/suite you get isn't acceptable. I will say in the main building (where I have stayed previously) the ambiance of being on the pool/ocean side is a different world than the airport side. The Club itself is no big deal and not worth stretching for access.

EdV

So you would say the main bldg would be the preferrable one to be in as opposed to the wing which you talked about first? Can you elaborate a bit on this? Unfortunately, I am looking now for a trip in the winter (of course), Jan 07 to be exact. Finally, why would you say the Club room is not worth it? I assume the service provided was something like breakfast everyday, drinks and apps at night and perhaps something midday? thanks for your help.

EdV

Okay, I finally emailed the hotel directly to pose my questions. I will edit and post responses when I receive.

I directly asked what my upgrade would be, is Club access allowed for RAs, what should I expect, etc...

Well, it's been a week and still no response from the hotel via email. I did just yesterday email the hotel again with AMB desk on CC. This morning I already had a response from the AMB desk stating they are coordinating my queries with the property. ^ That's what I call a response.

EdV

I will quote the major parts of an email response I have received from the IC San Juan, PR. Although the response was slow (had to get AMB desk invovled) the detail was excellent:

As a Royal Ambassador you receive 2 upgrades. Should you reserve a Standard City view you would be upgraded to a Junior Suite. All our Junior suites face the mountain side of the city. All our Ocean view rooms are Deluxe category. Should you wish to be overlooking the Ocean then my suggestion is to book it as well and I would definitely upgrade you to the Ocean View room. It is true that you are entitled to an Executive Suite. As well as the Junior Suites they do face the Mountain, and although bigger, some of our guests sacrifice the size for the view. Please do let me know what you would prefer.

Concerning the Club, our Club in San Juan is a rate -based product and it is not upgradable. It is called Club InterContinental and not Ambassador Club. Should you wish to stay at the Club make a reservation for the Club and then you would be upgraded to a Suite at the Club, based on availability. Should you reserve rack rate Ocean View, then, Mr. EdV, an upgrade to the Club (room) could be considered. Mr. EdV, I do mention this as January is our peak season of the year an rates are the highest. The Club has only 6 suites. Not only the Club but the Hotel itself is normally very full during January. My reccommendation, thus, is to please make your due arrangements with time so that we can accomodate you properly and with all the care that a Royal Ambassadors expects.

Your benefits; you are entitled to the Late check-out at 4:00pm, free mini-bar, although our mini-bars do not include alcohol, only beer, and your free movie, and, your amenity upon arrival.

Airport transfer to our Hotel is only 8 minutes away from the airport an taxis are available at all times. A taxi ride would be approximately $15.00 and as well we can provide a town car pick-up at a cost of $75.00. My suggestion is a taxi not only due to the difference in price but also the proximity to our property.

Now I just have to decide which room type to book. Me thinks Club room is the way to go??? Anybody care to help me decide. I do like the part where she says I'm entitled to a Executive Suite as those are coming up at $1100 or greater minimum/nt for my dates!

mkt

wow... sounds like they're sticking to the word of the rules and rewriting whatever local product needs to be rewritten.

I say, stay elsewhere.