Hyatt Regency Grand Reserve Puerto Rico

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!

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.