Hyatt Regency Grand Reserve Puerto Rico

I’ve never been to PR before, and I will never be coming back. The staff is unhelpful, rude and dismissive. The waiter at the pool walked past me 5 times, despite me waiving him down to get something to drink. He eagerly helped the white woman to my right and the white couple to my left as soon as they sat down. I got in at 2 am, and got a crappy room -by the ice machine and a view of the garbage and a busy road (when I paid for an ocean view). I was assured by the front desk that I would be switched to get what I paid for, only to have my room given away to the White couple “as an upgrade “ next to me when I came back to the front desk to check on the status of my room. Never again will I stay here. I was here for a conference, and little do they know that I’m on the planning committee. We won’t be bringing them our business anymore if the staff feels they can be so blatantly racist to paying customers!

We had an excellent family trip! We loved the big resort pool that worked for all of us. The kids (3 & 7) had fun with the activities in the kid zone when we needed a sun break—the staff was so sweet with them! We enjoyed taking out the standup paddle boards and kayaks on the beach. There were lots of restaurants to try. We were only 20 min from the rainforest and enjoyed a great day there. Only did old San Juan on our first day in because it’s close to the airport but a 45 min drive from the hotel. Perfect weather in Feb and a special family trip!

Overall, our stay was OK. However, definitely not up to par with other Hyatt Regency Grands or luxury resorts. The service was just OK. Staff just did not seem enthusiastic at all about their jobs. The room was very clean and everything worked so no complaints about that. We had the breakfast buffet included with your package. One major pet peeve - we were told the first morning that everyone in our party/room would have to eat breakfast at the same time. My wife and I like to get up early. Our teenage kids like to sleep in a bit. So, we had drag them out of bed early each morning to get breakfast with us. This is not our idea of a relaxing vacation. Hyatt needs to do better with making their policies more flexible for families. We can't be the only ones that this affects.

Anthony was super kind and attentive, and the restaurant had a great atmosphere!

Sushi and hibachi was amazing !! Anthony was awesome and so helpful ! He made our night from start to finish , can’t wait to come back to this restaurant so good !!