Gran Meliá Golf Resort Puerto Rico

After a 2 hrs wait to do the check in, I walked to my hotel room. Terrible place, everything closed after 8 pm. The view from my room just a palm tree and buildings. No sounds from the ocean and stairs to get to the room. To top it off the a/c doed not work properly.It's supppose to be a beach resort. Sucks!!!

I have to say that i was very excited to arrive at Gran Melia and begin to enjoy the facilities. The situation is that check in line was too long, 3 hours waiting line, and this is acceptable. At 7PM that finally we began the check in process since 4PM, the room was not ready. How that could be possible if checkout is at 11AM? A lot of manager, but none of them helped the employees in the check in. It was a very frustrating experience. A lot of people complaining in the front desk that room was dirty, no towels, that they don't feel comfortable, people telling the managers to return the money because they gonna leave. Beautiful surroundings, garden view and amazing beach view, but they need to learn from american system that their priority its service.

Stayed with the family for a convention. Check in took longer than an hour, and I saw lines twice as long on the following days. (The lobby is open, not air conditioned, so people would stand in line, sweating, for literally hours just to check in). The whole hotel is understaffed, but the staff they do have are pleasant and try their best, it's just there's nearly not enough of them. The facilities need improvement as they have not been properly kept. Floors leading up to our room were stained, the air conditioner in our room was extremely noisy and would keep the room kind of cool but not enough. We saw plates from room service that were not picked up for 2 straight days. The toiletries in our room were all in reused bottles, with seals that were broken, and the toilet paper roll was not even exchanged for a new one. Lines for breakfast (this was Red Level) took about 30 minutes to get a table. Once seated, Breakfast was good, specially the omelet station. The pool area is large and well kept, probably one of the highlights of the hotel. This hotel has potential to be much better, as the architecture and design are great, but it needs a complete overhaul in management and customer satisfaction, because right now it feels they want to take the most money possible from you while providing just the bare minimum to "comply" with their offer.

Where do I start? We had the Red Level and were supposed to get priority check in. We stand on the regular line with one couple waiting and do not move for 10 minutes. I ask one of the employees about the priority check in that I was promised on the website (based on my package) and he looks at me like I had two heads and said there was no such priority. The couple in front of us on line tell us about their 2 hour check in the day before. After 20 minutes we go to the desk and and then taken to the "priority" (Red Level) area that I had about 20 minutes before. We are checked right in. Here is where it goes down hill. We call house keeping to request additional linen and go to dinner. We come back and our door is wide open!!!!! Linen is in the room and service golf is in the area so we know it was their staff. 20 minutes later, house keeping comes back to bring additional linens. We call security and they come right away. The tell us that they would report this to the manager, Rueben Vega, and he would follow up with me the next day. Next day, nothing. Two days later, after waiting in line for 30 minutes for a breakfast that was supposed to be included in my "Red Level" package, and then finding there are NO towels available at the pool (at 11:00 am), I finally go looking for Mr. Vega, who has yet to follow up with me on the security breach. He finally comes out and it is clear that the incident was not brought to his attention. He assured me that he would look into and follow up later on that day. I stayed an additional 5 days and never saw or heard from Vega again. When I went looking for him (on principal at this point) he was in a "meeting." Besides this incident, every morning there was a "free cheese" line for breakfast. For those that are unfamiliar, that means a wait of 30- 45 minutes just to be seated!! Standing on line for that time- every morning for a meal that was part of what I paid for. Next, there was the "happy hour" that would run out of included appetizers one hour into the two hour agreed upon/ paid for offer for Red Level. The place is beautiful (but no beach to speak of) but service was so poor that it was totally not worth the expense. The icing on the cake was the brush off my Ruben Vega, who looked me in the eye and basically told me to take a hike by not have the decency to follow up as promised. Just for kicks, take a look at the check in line on Sunday July 23 at around 6:00. Stay here at your own risk if you expect any kind of decent service

Beautiful, very clean, room was perfect, the pool is amazing. There's nothing to do other than the pool and the beach is not good. Restaurants outside the resort are 15 minutes away. The only bad thing was the 2 hours in line to check-in.