La Concha Resort, Puerto Rico, Autograph Collection

“Poor customer service”

The resort was beautiful and so were the rooms. My complaint is with the two young female customer service rep. They did not provide info on the hotel fees and that I would be charged at the end of the stay. After asking about the fees at checkout, I learned there were amenities tied to the fees. D… more

The resort was beautiful and so were the rooms. My complaint is with the two young female customer service rep. They did not provide info on the hotel fees and that I would be charged at the end of the stay. After asking about the fees at checkout, I learned there were amenities tied to the fees. Due to this oversight or perhaps poor customer service, I am seriously considering whether to book with this resort again.

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“Bad Customer Service.”

Just checked into La Concha Resort in Puerto Rico yesterday….. Specifically booked a Cabana Room weeks ago because thats what we prefer, no need for elevator, close to pool and easy access from the beach and out to the street. So ideal! I even called two weeks ago to verify the reservation was for… more

Just checked into La Concha Resort in Puerto Rico yesterday….. Specifically booked a Cabana Room weeks ago because thats what we prefer, no need for elevator, close to pool and easy access from the beach and out to the street. So ideal! I even called two weeks ago to verify the reservation was for a Cabana Room and they confirmed it was. Then at check in yesterday they told me there is new construction and noise so no placing guest in those rooms! No apology, no heads up before getting here. Nothing - now stuck waiting in line for a slow crowded elevator and traipsing across the property to get to an inconvenient upper floor they decided to stick me on for the entire stay. And the new room is still facing said construction noise in the morning. No apology, no gesture or anything offered to make up for the inconvenience. Nada. So disappointed as this has been my go to resort while visiting San Juan all these years - now considering other options for the next trip. Staff really dropped the ball. When bringing the concern to customer service, they made it sound like we should be grateful were ‘upgraded’ to a larger room with a king bed and a balcony. The Cabana Room which was originally booked and confirmed by phone also had a king bed and a balcony as well. This room we were ‘upgraded’ is larger but we will not even use the extra room as it is closed off from the rest of the room, so not really a benefit to us unfortunately. Surprisingly there seem to still be guests currently staying in the Cabana wing we booked as we can see them in the rooms. Something doesn't add up. So the ‘upgrade’ to this room and it’s inconvenient location and floor, again came with no apologies for the change from what was booked, barely an explanation as to why, and simply stated ‘your room has changed’ with no gesture to make it up somehow for the inconvenience. Very bad customer service and should have been communicated and handled much better. When talking to customer service they asked if the reservation was made directly through Marriott or not. Should the booking method really determine the level of customer service expected during a guests stay? I wouldn’t think so. I have been coming here for years. Resort staff has not been as accommodating as should be expected. Instead of apologizing at check in for the inconvenience and saying “I’m sorry here is what we can do….” by offering to make up for the inconvenience of the room switch, nothing. Then, on top of that, both me and my hotel guest were separately getting the run around from Marriott and Bonvoy via messaging which is very frustrating. It should not be so difficult.

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