“Responsive staff but had bug issues, unclean linens and strange odor in room”
The location is very convenient and close to several cafes, only 5-10min walk to a main street with restaurants, 10min walk to Walgreens, about a 10min uber to Old San Juan and 15min uber to the airport. The area felt safe and it was very easy to get around. The self check-in process was straightforward and the staff were very responsive over the phone with any issues or questions. The hotel also provides extra towels and sunscreen at the front desk, which was very helpful for beach days. There were several small ant-like bugs in the bed in the first room that I stayed in and a strange smell that made it uncomfortable to stay in the room. The linens also had stains and looked unwashed from the previous stay. The staff were very responsive in helping me switch to a different room. However, the second room had bugs crawling on the bathroom walls. I ended up checking out after 2 nights (into a planned 9-night stay) and found a nearby Airbnb, which didn't have any of these issues. For full transparency, I received a refund for all the remaining nights as well as 50% refund for the 2 nights I already stayed. The staff who answered the phone were very responsive in doing everything they can and providing the refund in a timely manner. However, the hotel room itself was unclean and had multiple issues, which made this an overall difficult and stressful experience
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