Hyatt Regency Grand Reserve Puerto Rico

From the day we arrived, our vacation was repeatedly disrupted by false fire alarms during both the day and the middle of the night. The alarms were so loud that they caused panic, interrupted our sleep, and left us exhausted for the remainder of our stay. Hotel staff admitted that these alarms sometimes go off without any apparent reason, yet the problem continued throughout our vacation. The first room we were assigned had a severe mold smell. It was so bad that I couldn't sleep and had to request a room change after the first night. Even after moving, I continued experiencing chest discomfort that I believe was related to the mold exposure. I also work remotely while traveling, and the repeated fire alarms had real financial consequences. During one important business call, the alarm went off so loudly that my client could no longer hear me. I lost a contract worth thousands of dollars because of the interruption. Instead of enjoying Puerto Rico, I spent days dealing with exhaustion, stress, and constant disruptions. For the price this hotel charges, this level of negligence is completely unacceptable. Guests should not have to worry about being awakened by false fire alarms every night or being placed in a room with a serious mold problem. Avoid Building 11. Until these issues are permanently resolved, I cannot recommend staying here.

Beautiful hotel and great experience. Although it was a working week with various events, the hotel was pleasently kept, great service and good food. Attention should be drawn to the Water's Edge restaurant where the luncheon selections were not that many and service could be extremely slow while serving sandwiches and wraps. Other than that, food was great. The Market Place was a surprise when finding a "sancocho" soup that was delicious. Nice sandwiches, exquisite cookies and great coffee.

Hotel staff was very helpful . Specially Jailene. She do multiple duties. Very respectful. She told us about local beaches

At the Prime 787 Steakhouse, my dad and I came in for a belated Father’s Day dinner, just the two of us, and our server Thais made it one of the best experiences we’ve had in years. She was warm, attentive, and genuinely one of the most memorable personalities I’ve encountered. She patiently answered all our questions about the wine and menu, and even snapping a photo of us together. The food was excellent; I had the filet, my dad had the surf and turf, but the cranberry bread with plantain butter nearly stole the show. We ended up staying until close just talking, and it was a beautiful night. Can’t recommend Thais, or this restaurant, enough! I absolutely loved her! Loved my Hyatt Regency Grand Reserve stay.

I expected a relaxing getaway at Hyatt Regency Grand Reserve, but unfortunately this was one of the most disappointing hotel experiences I've had. During my two-night stay, I spent nearly $2,000 between the room, dining, and resort activities, yet the service and overall experience fell far below Hyatt standards. The first issue occurred on my first evening when I found a long strand of hair in my room service meal. Although I reported it immediately, I was still charged for the full meal and no meaningful resolution was provided. An even bigger disappointment was discovering that most of the beachfront area, pools, and access paths near my room were closed for preparations for the ECONO Playatón event. Guests were never informed before arrival. Because I have rheumatoid arthritis, the long detours required to reach the beach and pools made enjoying the resort extremely difficult. Had I known about these closures, I would have booked another hotel. My guaranteed 4:00 PM late check-out was also questioned by the staff, who were dismissive instead of honoring the benefit shown on my reservation. The Sand Trap experience was equally frustrating. My reserved bay was unavailable upon arrival, and after I questioned the change, a staff member apparently assumed I was intoxicated. As a result, my drink order was ignored for almost an hour until a manager later acknowledged the misunderstanding. Being falsely judged and treated differently was both embarrassing and upsetting. Overall, this stay included poor food quality, lack of accountability, closed resort facilities without prior notice, accessibility challenges, and unprofessional customer service. As a World of Hyatt member, I expected much better. I hope Hyatt takes these concerns seriously and improves communication, service, and guest care for future visitors.