Hyatt Regency Grand Reserve Puerto Rico

Our family loved this resort. It is a good size, large but not too big. It was well-maintained and nice without being showy or feeling fancy. It was very family-friendly for families with small children but also worked well for those with older kids or couples without children. Highly recommend the ocean-side room on the first floor, it was amazing to wake up to the beautiful view and so easy to walk out the patio door to the beach. The restaurants were all good, favorites were the sushi (Nori) and steakhouse (Prime). The food and drinks are pricey by Caribbean standards, but Puerto Rico is more expensive than other islands. The pool chairs fill up but not super early and we were always able to find seats where we wanted (some days at beach and some at the main pool). The smaller pools were always very quiet for a more relaxed atmosphere. The location is convenient to San Juan and to El Yunque rainforest and not far from Fajado. We rented a car for the week which made it easy to get around. The only negative is the longish drive from the resort to the main road (~8 minutes) but the view of the golf course is nice.

We recently stayed at this property and unfortunately had a mixed experience. While the hotel itself is beautifully decorated, offers modern amenities, and is set on a stunning piece of property, the service and operational issues significantly impacted our stay. Prior to arrival, I requested both a rollaway bed and a high-floor room. Neither request was accommodated. Instead, we were assigned a ground-level unit in the only building without balconies. Although the room itself was very spacious, there was no outdoor seating and no convenient place to dry wet bathing suits, which was disappointing for a resort stay. Service inconsistencies were noticeable throughout the week. The second pool bar did not have a bartender on weekdays — only on Friday, Saturday, and Sunday. When you’re on vacation, every day feels like the weekend, and amenities should reflect that. One evening, despite having made a dinner reservation three weeks in advance, the hostess (Carmen) could not locate it and handled the situation in a very unprofessional and dismissive manner, essentially implying that I had not made the reservation. It was uncomfortable and unnecessary. Operational efficiency was also a recurring issue. There were waits to be seated even with reservations, as the hostess was responsible for both checking guests in and seating parties. Checkout at restaurants and shops was slow due to the outdated paper receipt system requiring charges to be signed to the room, rather than using a more streamlined digital or room key process. Even basic services lacked consistency, for example, the pool and beach towel station did not open at its posted time on at least one occasion. The facilities, particularly around the pool area and in public restrooms, showed visible wear and could benefit from better maintenance. Additionally, one day our room was not serviced, which further reinforced the sense that the hotel may be understaffed. To be fair, most staff members we encountered were kind and friendly, and the property itself truly has great potential. However, the recurring service lapses, staffing shortages, and maintenance concerns detracted from what could have been a wonderful stay. With improvements in staffing, operational efficiency, and facility upkeep, especially in the pool and public restroom areas, this hotel could deliver the high-quality experience its setting deserves.

Beautiful property. Loved the location and the pools, beaches and landscaping. Definitely would return. Service could be improved both on arrival and at restaurants. Definitely rent a car and eat off property ( the hitching post was our favorite), and explore El Yunque and Luquillo!

This hotel is located in the grand reserve area so it is a bit remote from a lot of the other business areas of Puerto Rico. The lobby area is spectacular intermixing indoor/outdoor areas, fountains and pools and restaurants/bars etc. The rooms are in low rise buildings in small clusters of 10-12 rooms along a path on one side of the resort. The food options are quite good for a resort with a lot of diverse options ranging from very casual to quite sophisticated/elegant. It probably isn't the most authentic but offers a lot of options between sit down restaurants, take out marketplaces and bar/casual options in the various lobby area spaces. The pool is warm and very large - although the resorts had over 1300 guests the pool never felt "full". The resort does have a beach with very small waves but we found it a bit rocky so better for little kids to play on the beach vs. swimming in the ocean. The staff were great all around - offering attentive but not intrusive service at every level. The resort also had a very nice set of pickleball/tennis courts with equipment that is available to borrow between 7 am and 7 pm.

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!