Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came to PR and booked a stay at ***************** Hotel. My flight was delayed and spoke with *************************** the manager who let me do a late check in. I get to my room (#**) at 3am and the floor is unswept with a ***** the size of my hand. I inspect the room and find hair on the white bed sheets as well as roaches coming out from the cabinets. I immediately text ********* who said this must be because the door has a crack and that they come to spray for roaches twice a month. She moves me to room 3, this room doesnt have a fridge or stove but at least no roaches. I inspect room 3 and we find ***** all over the towels and curly coiled hair in the shower from the previous visitor. We text ********* and tell her the situation and ask for new towels. Her reply is at this point ** trying to help you but this all seems to complicated. At this point its best for you to exit the hotel and Ill work with the refund. Please prepare and exit the room. At this point Im very frustrated, its 3am I just got off a flight and came to my paid for hotel, and now Im being asked to leave because I have complaints about roaches and ***** on towels. We speak with ********* and shes able to offer two shooters at the bar downstairs. She said that is all shes able to compensate me for. I didnt feel like continuing to argue so I tell her Ill take the shots and just talk to her tomorrow. She says she will arrive by 10am. I check in all throughout the day and ********* doesnt come in to work. She has a very kind employee who tells us ********* alerted her of the situation and apologizes. We go on about our day and try to forget about this horrible experience. We get back to our room later in the day flush the toilet and water explodes from the top lid. I run down barefoot to find help. The employee contacts ********* and maintenance and gives us a new room (#7), we set out stuff down and from behind the mini fridge, *****! No resolution! ************************* is owner and needs to see all this.

  Business response

  08/06/2024

  Good afternoon *****, thank you for contacting us regarding this complaint. We seriously care about our guests and of course our reputation. Grupo **** **** y/o **** Condado Hotel & Residences has been in business for more than ************************************************************ your agency we have never had a consumer complaint before.
  

  Our guest *********************** made his reservation through Expedia platform, one of our business partners reservation #*********. Our property has a policy of check-in until 10:00pm and due to the flight delay of the guest we made a special exception and granted a late check-in at 3:00am. ****************** arrived around 3:00 am to our property. Our guest ****************** was notified the day before their check-in that after 10:00pm we do not have a front desk available  we manage it remotely and was sent self check-in instructions to access the room (Ground Floor Casita #**) which he confirmed he received, the guest called 6 times and texted 19 times between 3:00am and 4:01am, we've been very responsive like we always do with every guest. Apparently ****************** saw a dead ***** at the entrance of the room, close to the main entrance door and he described exaggerating this incident as (infected with roaches). **** Condado Hotel & Residences is proud of our cleanliness and with the service we provide to our guests. Terminix fumigates our entire facilities monthly. We are in the rainy season and *********** is a tropical island and sometimes no matter what you do, you can have an isolated incident like the one ****************** had at the entrance door. 
  At 3:33am-4:01am we promptly offered ****************** to relocate to another room within our property or TO GET A FULL REFUND. ****************** decided to move to the new room (Room #3), ****************** again, was unhappy with the room. Later on this day, ****************** was unhappy with his stay and wanted yet another room, so we pleased him again and offered Room #7 for his stay and yet again was unhappy. 

  
  *****, in order to make this story short, we changed ****************** 3 different times to 3 different rooms and he was unhappy no matter what we did. We also offered him A FULL REFUND on the day of check-in and he refused THE FULL REFUND and decided to complete his stay for two nights from July **, 2024 to July 28, 2024 which is his only and original reservation. After that, ****************** and his partner, who was not a registered guest, wrote bad reviews on ******* tripadvisor and gave us one star in expedia and his partner (not registered guest)  *************************** wrote a bad review on google. 

  
  Usually in the hotel industry, a guest who is not happy at the check-in would leave the hotel and ask for a refund, that is exactly what we offered to ****************** the same day of his arrival (check-in day) and HE REFUSED the offer and NOW HE WANTS THE BEST OF BOTH WORLDS: A FULL REFUND AFTER COMPLETING HIS STAY IN OUR HOTEL. Shame on ****************** and his partner (not registered guest). Usually, **** Condado Hotel & Residences believes the guest is always right with or without reason, but this case will be the exception for us. *****, we try hard to please ****************** and no matter what we did, nothing was enough. 
  Please feel free to call us if you have any questions, 

  Best regards,

  
  ***************************
  Property Manager
  **** Condado Hotel & Residences
  ************
  

  
  

  Customer response

  08/06/2024

   
  Complaint: 22054915
  
  I am rejecting this response because:

  -every room I was offered had roaches

  - my offer to leave was at 3am as indicated in the response. I had just got off the plane to roaches

  -Im still unhappy with my service and the ABSOLUTELY DISGUSTING responses from this property manager

   

  -these pictures speak for themselves. There was multiple roaches and the other hotel staff acknowledged my frustration and tried explaining to ******* our concern even they agreed this was unacceptable

   

  -I had no fully functioning toilet

   

  MY ONLY RESOLUTION WAS TO CHOSE BETWEEN A BROKEN TOILET OR A ROOM WITH A MINI FRIDGE FULL OF ROACHES 

  
  Sincerely,
  
  ***********************

  Business response

  08/08/2024

  Casa Condado Hotel & Residences reaffirms our position with our prior response. Casa Condado Hotel & Residences does not have any employee under the name *******. We don't have further comments. 

  Customer response

  08/12/2024

   
  Complaint: 22054915
  
  I am rejecting this response because:
  

  It appears there was a misunderstanding regarding the name. I was referring to ****************************************), the individual who has been replying to my complaint and who matches the phone number in the screenshots provided in my BBB complaint.

  I want to reiterate that the issues I encountered, including the presence of roaches, dirty towels with hair, and the continuous room changes, were unacceptable. Despite providing photographic evidence of these problems, ********* has yet to offer a satisfactory resolution.
  I must express my frustration with the lack of conflict resolution skills demonstrated in her responses. The broken toilet and ***** infestation significantly impacted my stay, and I find it deeply disappointing that these issues have not been addressed properly.
  Until I receive a resolution, I will continue to reject responses that do not adequately address my concerns. I am committed to pursuing this matter with the appropriate parties in *********** to seek a fair resolution.
  Thank you for your attention to this matter.
  

  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩