Hyatt Regency Grand Reserve Puerto Rico

I can’t say enough good things about this resort. We got an Ocean Front room and it was well worth it. Spacious, elegant, and well suited for couples. The facilities are beautiful and well taken care off. Thank you to Israel and Laura at the Front Desk for going above and beyond to ensure we had a speedy check-in and a wonderful stay overall. As well, thank you to Aida from Nectar, Johany and Joseph from the Cafe, Lyzbeth and Joseph from the Pool Bar, Mariviz from Water’s Edge, Vargas and Victor who drove us around and showed us all the facilities. All of you made us feel welcomed and well taken care of.

The room was spacious; however, it wasn't ready even though we checked in the day prior via the app, we still had to wait about 1.5 hours for it to be ready. The customer is good; however, we had issues with someone charging alcohol to our room. We reported and they removed the first charge, then it happened again and we again reported it and the charge was removed, temporarily while they investigated. They said they would call me to let me know who was signing for our room since we don't drink alcohol. They never called me back and now I am reviewing my credit card statement and it shows the extra charge that doesn't belong to us. They charged us twice for $32.05 worth of alcohol that doesn't belong to us. We weren't even in the resort when these charges were made, and they still charged us. We have called several times and they never pick up the phone and have hung up on me three times. This is definitely not a five star resort and should not be labeled a such. Parking is very limited and the guys working the golf cart will leave you on purpose even though they see you. These guys are responsible for taking guests to their rooms from the lobby area and vice versa. We will never stay here again and will not recommend them to anyone. My wife is a travel agent and she will not recommend to any of her clients either. This has been a sour experience for the price we paid.

I booked my trip through Costco Travel which was a partial all inclusive that included the flight, transportation to the hotel, hotel and buffet breakfast. I’ve also done a true all inclusive for Cancun. My experience at the resort is that it doesn’t offer much for activities for adults for anything in the evening here compared to Cancun. We got bored really fast since there wasn’t much to do. Going to San Juan on a good day is maybe an hour and costs an arm and a leg to get a Uber back and forth. The buffet is limited and not very tasty especially compared to Cancun. Staff: Go carts are always zipping down the walkways super fast to the point you are scared they will hit you EVEN at night. Laura and Camille are amazing! They are so sweet and helpful. Israel on the other hand is rude and condescending. I was asking some simple questions and he acted like he didn’t wanted to be bothered with me. He really should be cleaning rooms and never dealing with the general public. If you want to really experience Puerto Rico, get a hotel in San Juan or Old Juan. If you still really want to do a resort I would suggest trying Wyndham Rio Grand Mar. We ended up renting a vehicle there so if you decide to rent one it’s right in the hotel, we saw signs for so many activities and it looks much nicer.

The view is pretty. Pool is nice. Beach sand is not that soft, lots of shells on it. Service is really slow and low quality!! Check in check out takes forever, don’t know why so slow. Room service call front desk always wait long time for people to pick up, if you want a car take you to the lobby, book half hr ahead. Check in person sometimes messed with the room change service you always need to go back to double check. They will get your service in the end anyway but you need to be a very patient person.