Mayaguez Resort & Casino

The pool area was the highlight, but overall the stay was disappointing. Our room was very outdated, poorly lit, and had maintenance issues (broken sink faucet, hard-to-use shower, no iron or hair dryer). The door lock barely worked and we struggled to get into the room all weekend. Fire alarms went off twice (5am and 11pm) with no staff communication. Breakfast was overpriced and slow, the pool bar service took 30 minutes for two drinks, and the TV remote never worked properly. We expected a relaxing stay, but instead dealt with constant inconveniences. This hotel needs major renovations and better guest service.

The Hotel was a Hilton years ago and still have that sense of luxurious from the past. Now have a new tower and new river pool with the old Olympic pool. It's very clean but a little bit outdated in some areas. Also have a new Casino. For me, it's still the best hotel in the west. The staff is very attentive and helpful. The only thing, there's no beach and you have to take a car to get to it. But the west have multiple beaches nearby to choose. The river pool is very nice for all the family.

Massive Cockroach's in the room. Can barely see in the room at night with the one lamp. And you have to pay $6 a day to use a float for the lazy river. Not worth it stay somewhere else and hope you have a better time. Now this is just filler so I can post it.

This was the worst experience I have had at a hotel, and we travel frequently. We live in PR, so we are not tourists. First of all, the pools are not clean or well maintained, the water is full of debris, leaves, etc, and the sides and railing are all cracked. At our room for 4 people, there were only 3 body towels, no small towels either. Most of the hotel staff was very rude to people, from reception, to restaurant, bartenders to the staff near the pool. I can only say that the workers at the pool bar were very respectful and nice. This was a stay to attend a senior prom at the hotel. They did not allow us to have our stylist into our room to do hair and makeup, which almost most hotels allow it. They charge $55.50 for your stylist to go to your paid room, supposedly for safety issues. The hotel staff had us (a few, 7 ladies) do our makeup and hair at halls and at the front desk area, which was really embarrassing and frustrating, since we paid almost $700 for only two nights., and that was a special price according to them. Our decorator, which is by now used to it, was decorating the room for the prom for almost 10 hours without air conditioning at more than 100 degrees heat. Overall, it was a very bad experience for the entire group and we had 10 rooms or more booked.

Worst hotel stay I have had in my life!!!! The room was filthy with hair on most of towels, the place was falling apart with no hot water and very muggy; there were flies stuck on the bathroom wall like if someone sprayed them with bug spray and never wiped them off, the bathroom door was very hard to open and close cause of age and worn. There is no space in the bathroom to take a shower, I had to leave the curtain open and stand sideways in the tub in order to not rub on the dirty shower curtain or the wall, rooms were definitely not disinfected regardless of current covid issues going around. They charge you for parking, pool towels, water tubes to go on the lazy river and everything you do in addition to the overpriced stay, the customer service sucks there is none; from day one checking in I talked to the front desk manager cause it was unreal on how check in was being done and he seem like he didnt care while hearing many people complian while waiting on line for over 40 minutes or so just to check in what a nightmare. There is also a parking issues very tight and crowded almost impossible to get a parking, there is only 1 elevator that fits 4 to 5 people max paid over 700 dollars for 3 nights expecting a nice resort vibe but it was not, couldn't even have family members visit unless they paid to go to the pool and were not allowed in rooms cause of hotel insurance policy according to one lady, and then when I asked another it was fine no one is on the same sheet of music, unbelievable that a resort of this size is as bad as it is, not to mention there are roaches in the restaurant bar area where we personally saw roaches walking at lunch time and overheard a lady complaining to the restaurant manager about the issue and that she would like to get her money back and leave, they kept pushing her around, telling her we cant do nothing as she kept talking from one manager to the other, the same way I did. On the other hand its okay my experience was awful and there was nothing they cared or did to make my stay pleasant, but I hope I could be of help to others before they go and have these issues. There are two buildings on this property, one property seem to be decent and the other should be closed, I could keep complaining for days on how terrible it is and how rude the staff is and how careless the management seem its sad that there is no pride in what they do and are there for just a paycheck. I have videos that I can't upload but with the pics below you should be able to get the point. Thank you for reading and hopefully your stay is better than ours

Terrible. The worst service ever. Don’t have a clue about what a culture of excellence service is. Staff in the Veranda are the worst, we were waiting for approx. 40 minutes for then to tell us that the kitchen was closed. I even had to take the trash and towels from the room to the cleaning lady. I don’t recommend this place.