Hyatt Regency Grand Reserve Puerto Rico

I was so underwhelmed by this resort and will not be returning, especially given the superior choices nearby. RUN!! One of the big negatives was the food. I have celiac disease and found the gluten free options to be limited, but more importantly I didn’t feel very safe eating the food. I had one person tell me an item wasn’t safe for me to eat one day, and the next day another person served it to me and said it was safe. Things were marked GF that weren't, some restaurants weren't sure about menu items, etc. I ate mostly granola bars while at the hotel, and what I DID eat just wasn't that good. The wait for food was appalling as well. Night one at Nectar it took over 45 minutes to get our food, so when I asked if there was anything my young child (autistic and having a very hard time) could have to nibble on while we waited, they offered us plantain chips that they then charged us $8 for. The next day I ordered a salad from the pool bar and chicken fingers for my child. It again took over 40 minutes and my child ended up having a very unsafe episode by the pool. When we asked why it took so long for chicken fingers, they blamed the wait on my salad having an allergy marked. Despite this, the salad came out wrong with the allergen on it and I couldn't even eat it. When my husband went to complain, they couldn't find a manager and they didn't seem to want to be bothered. For breakfast one day we went to Water’s Edge as I typically can’t eat safely at buffets. The food was fine but there were no condiments on the table or offered to us. No salt or pepper. No ketchup. Nothing. Similarly, the tables at the pool bar were consistently dirty and with people's food left on it. We ate twice next to other people's trash. It seems like this was the only outdoor dining option as well... It just felt like a low level of service at every turn. The other big issue was housekeeping. Despite our toddler wearing a diaper we did unfortunately have an accident, and no housekeeping came. We sat around with smelly sheets the whole day until around 5pm when we called and asked them to come. I don't think they would have come if we hadn't called? When the same thing happened the next day we left the sheets outside and someone did take them but no one came to clean the room or replace the sheets that obviously needed replacing. We had to call at 7pm and ask someone to bring them. I've never stayed in a hotel anywhere where housekeeping just never showed up and seemed bothered by a request to come. For what we paid for a villa at what is supposed to be a high end resort, it didn’t feel like it at all. I’ve stayed at and visited many other hotels in San Juan and Rio Grande and I’ve never had an experience that came close to this bad. Some other things that I just didn’t love about the property in general: -The “beach” left a lot to be desired, especially compared to other resorts in the area. Just a few chairs on some meh sand. -The pool is very big, which is nice, but there is only one spot to get towels and one spot with food, and to get to both of them is quite cumbersome if you’re on the opposite end, having to go around half a dozen twisty turns. It would be so much better if the food was near the hotel area with some actual nice, clean seating. -We stayed at the villa area and didn’t like how far it was to get to the main hotel area, especially with little kids. We mostly drove because we had a car - calling and waiting for golf carts every time would have been too much. -There’s not really a good walking or running path. There is a path behind the hotel that runs along the beach but it’s rocky and not nicely landscaped, and not really long enough for a run. You can run along the golf course but it’s just hot, open, scarcely landscaped… not somewhere you’d take a nice walk with the kids either. Having been at Wyndham, Dorado, new Four Seasons, etc. the property just felt meh in comparison. It has so much potential too given the amount of land, so it’s unfortunate.

Second stay...prior stay two years ago. What hasn't changed, and the reason to go is the facility and location. Great golf. Beautiful view of beach albeit more rocky than white sand, fine pools. What has changed is housekeeping - much better than our prior stay. While slow on some days, the rooms were always done well and unlike last time, we always had more than enough towels and toilet paper. What hasn't changed but needs to change is the food service. The steakhouse and the hibachi places = food "B", service "C-". The Tapas bar and Sand Trap are to be avoided. Our best meals were off property. Go to Sama!

This is the very best ! We are loving every minute. Israel at the front desk. Matthew at prime and Waverly at the pool all deserve a shout out

I experienced a number of customer service issues and I emailed the manager, Tatiana, 2x and have not gained a response.

The surf and turf was great and Angelo was an entertaining waiter and made it a memorable experience for my dad and I on vacation.