Hyatt Regency Grand Reserve Puerto Rico

Don’t expect customer service or care about your needs. When I arrived as a single mom with two young children at 4:45 I had to wait for my room to be ready until 7pm. They promised me free breakfast and to waive resort fees which was offered not asked for. The next day we waited 2 hours for pizza no one helped us for 90 min not even drinks, the food at bar took 2 hours the next day, the reservation at Nectar was over a hour to be seated worst part is that upon check out they fought to keep the offer of waived resort fees that I finally just left without it.

Amazing stay. We were here with the HUGE Presidents’ Weekend crowds, and the staff and facilities absorbed everyone very well. When dining reservations were tight, the Two Market stops filled the gaps. Pools were great; bars were busy and well-managed.

Disgusting. The place is a rundown mess. I felt like I was staying at a crummy cheap motel that I stayed at for a college spring break. Service is horrible and the food situation is a disaster. They don’t even have ice cream by the pool for kids! All the food by the pool comes out of a crummy food truck with very limited fried options. The place physically looks like it hasn’t been updated since 1983, it’s literally falling apart (see pics). Customer service is a joke. They didn’t clean our rooms until 6pm and we’d have to wait to go in them. Constantly ran out of towels by the beach and at housekeeping. Had two of the worst dining experiences at their restaurants, Brasserie and the golf restaurant. All the equipment at the gym is broken. The beds are so uncomfortable. The rooms are dark and depressing. The beach is rocky and gross. My child found a broken wine glass and a used condom on the sand. You can’t reserve pool chairs in advance and There’s never enough chairs at the pool. People were getting to the pool at 6am to claim chairs. There’s no towel service at the pool either. I asked what happens when there’s not one chair available for guests and they said there’s nothing they can do about it. Do not stay here!!!!!

I cannot tell you the disappointment we have encountered on this trip. We booked in September and was told to try and get golf tee times 30 days prior. Upon calling we found out both golf courses are closed during our stay. We cannot get a dinner reservation anywhere and the food we have had has been sub-par, . Also. Almost impossible to get lounge chair by pool as well. Very poor planning on their behalf.

The view is amazing and they keep the beach clean. Beds were soft and comfortable. Staff was pleasant and attentive. We did room service multiple times and it was always brought timely and hot. The market was a quick place to grab breakfast. Very close to the rain forest if your considering a visit there.