Hyatt Regency Grand Reserve Puerto Rico

I just returned from an overall lovely stay at the Hyatt Regency Grand Reserve in Puerto Rico. Some things that really stood out: - The hotel itself was clean and housekeeping did a great job. - The grounds were beautiful and well maintained. - The servers by the pool were very attentive and constantly asking us if we need anything. It never felt like we had to wait for another drink. - The main pool is really big and has a swim up bar. - We stayed in a 2 queen deluxe villa and there was tons of closet space and a huge bathroom. - The "food truck" by the pool had really good lunch selections. - The hotel is less than 45 minutes from SJU and also no more than 45 minutes from the Cieba ferry, it's in a great location. A couple of things that can be improved: - I am a Hyatt World member and requested a late checkout due to my flight time. The morning of, they were able to accommodate the later checkout but let me know it would cost $25/hr. I understand that late checkouts may not always be available, but if they are and the guest is only requesting an hour or two there should not be a charge, especially for Hyatt World members. It seems like a petty money grab in a situation that could instead leave a lot of goodwill with the guest if it was complimentary. - Another customer service issue. We had a 9pm reservation at Nori. The hibachi chef did not start cooking until 9:50pm. The entire time we were sitting there the server never thought to offer the table complimentary drinks for the wait. It's just something you would expect at a 5 star resort. Doing everything possible to make sure your guests were happy. I did pull the server aside and ask her to ask her manager if she could comp a round for the table. The manager herself came over and was wonderful and comped a round of drinks and apologized for the wait, and then followed up after the meal to see how it was. But the servers can use better training on what to do in these situations. Overall, I'd stay here again, but it would be a better experience if customer service took top priority.

We had the most amazing stay! My friend and I treated our moms for their 70th birthdays. Upon arrival the front desk staff was so friendly. The rooms were immaculate! The grounds are beautiful and impeccably clean. All the food we had (room service, food truck, Market Shop, 787 Prime, and Nori) was so good! Every single employee we encountered made us feel special and went out of their way to accommodate our needs. I would absolutely return to this property!

Large property, friendly staff, great restaurant options ( gluten free friendly) , nice beach , plenty of pool and beach seating. Huge gold course in walking distance. Beautiful rainforest view from the golf course Trolly runs 24/7 so no worries for long walks to and from. Market on resort was 24/7 as well with reasonably priced products. The main pool was open during the night hours which was very different but a great bonus. Attention non swimmers, it’s no life guards so enjoy the pools and beach’s safely.

Very attentive Great personality and drinks on point. She remembered from the day before exactly what I wanted. My husband and I had a great experience at the lobby bar with Tanya

Jocelyn was wonderful and helped make our stay here one we won’t forget. Awesome wonderful to get in. Will come back for sure