Mayaguez Resort & Casino

Let's start with the reception. No service culture, robots, no one smiled, or welcomed you. Lobby and hallways smelled like an old, non mantained place. Not very clean, dark. Room, TV didn't work, towels were filthy, the phone was dirty, the beds questionable comfort. We were just staying for a night, but even my grandson who's 6 said, we rather go home. So we did, checked out within an hour of check in. no one even asked the reason for a sudden check out, but I stated my concerns. Didn't offer excuses, alternatives or even a bottle of water for the inconveiences. When the receptionist told someone ( I believe the Manager), the only words that came from his mouth were: "They have to pay the night". they even charged us the parking! Well glad we left, our well-being is more important than a nights' fee. Never ever and will tell our story to everyone we meet!

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.

Not worth the price. We paid $181 p/night. First, my husband went to sit on one of beds and it almost tipped over (it was missing support on one of the sides). Next, the bathroom. Well, what can I say? We had to go to Walgreens and get some sanitizing wipes and Lysol before we used it… and the towels seemed not too clean and old! I personally didn't like the beds or pillows as they weren’t very comfortable (but that’s just me). Also, the cleanliness is not all that (see photos). Finally, the lighting was none existent. The only lighting in the room was one lamp between the two beds and a light bulb in the entry door.

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

I never thought to stay in a place like this and that they allow people to stay in a place like this. We booked through a page in Puerto Rico known as Gustazos, where the offer was $412 at the Mayaguez Resort & Casino for 2 adults and 1 child for 3 days and 2 nights, nothing cheap by the way. When you arrive at the reception to check in, a fish tank with worms awaits you 🤢 which is the first sign to leave the place. Then at the check in which took forever and we were the next in line, we were waiting for more than 30 minutes and other employees who had already served other guests continued to use their cell phones and did not say next. When going up the room the door barely opened, I cut my hand with the lock when opening it. The room needs an urgent renovation or close the hotel. There is a lot of moisture on the carpet and a strong smell of dust. The ceiling with cobwebs, the sheets, curtains, towels, and carpets all dirty, broken cabinets. In the bathroom the sink did not work the drain was covered. The bathroom filter clogged with dust, the bathtub super uncomfortable, less than 2 feet wide. There is a towel board inside the bathtub 🤦‍♂️. If you need to do some computer work and you need a good Wi-Fi internet, no problem. There is no signal and we were on the top floor. There is a fridge inside the room in poor condition. The TV control did not work and the phone in the room barely heard the tone. In our friend's room there were cockroaches, in the hallway there was a leak in the ceiling that seems to have been going on for years and they don't fix it, they cut part of the carpet and placed a trash can to let the water fall. total disaster, do not stay in this place if you have respiratory problems there is a lot of humidity, but in reality do not stay in a place that is so expensive and with such bad cleaning.

We rented 2 rooms in their newer tower facing the main road ocean view. One of the rooms was much quieter than the other one. I think the soundproofing had been removed or damaged from recent hurricanes. The AC did not work great. At times very humid inside the room with rust on several things (mostly cosmetic things.) The pool was fantastic and the kids had a blast. Service was excellent. Food was good and the staff always want to help. Overall good experience