Mayaguez Resort & Casino

We visited this hotel again after 7 years, expecting at least the same experience — but what we found was shocking. The entire place has gone completely downhill. The hallways and rooms had a terrible smell, everything looked and felt extremely dated, and the elevator to the pool was out of service, forcing guests to go down a long flight of stairs. The gym? Out of service. The hot tub OUT of service and pools, covered in mold. The beds were old, uncomfortable, the bathrooms dated, dirty and honestly disgusting. This was the worst hotel experience my family has had in a long time. I regret booking here so much. While I truly feel for the employees working under these conditions, I sincerely hope the owners either sell this place or finally invest in a full remodel. Mayagüez deserves much better. The current state of this hotel is disrespectful to the city, to its visitors, and to Puerto Rico’s tourism in general.

I thought the resort was going to be a little more upscale, specially for the price they charge. I think motel 6 smells and it looks a lot better than this place. The building smells like it has massive amounts of water leakage, the AC barely works, loud bangs at midnight. Oh, and forget the lazy river; The water in the lazy river is cloudy and disgusting. While I was trying to enjoy it, I came across a ball of dental floss in the water, along with garbage and who knows what else. Definitely do not recommend!

It is true that the room was booked on the same day as the check-in. However, when one pays for a hotel room, there are basic expectations regarding the level of service and amenities—expectations that Mayagüez Resort failed to meet. I attribute the negative experience primarily to the lack of willingness from the front desk employee. Upon arrival, the service was as expected. As for the facilities, we were assigned a room next to the elevator on the second floor. Anyone familiar with the hotel knows that this area feels isolated and poorly lit. The room had a strong musty odor that spread throughout the space. The in-room refrigerator did not contain even a bottle of water. I tried to contact the front desk using the room phone to request water and coffee supplies, as the room includes a small coffee maker—but the phone had no dial tone. I also tried calling the hotel from my cell phone, but no one answered. We had to leave the room and go to the front desk to ask for water. The young man working there at the time was very unhelpful. The only option he offered was to leave the hotel at 9:40 p.m. to buy water elsewhere. Given the poor service, we inquired about canceling the reservation. He responded with the same unhelpful attitude, offering no alternatives. Due to his inability to provide solutions, we went to the bar located near the front desk, where we were able to purchase water without any issue. Overall, there was a passive-aggressive attitude that should not be acceptable in any area of the hospitality industry or in any paid service. I do not recommend this hotel and I would not stay here again.