Ponce Plaza Hotel & Casino

Room too cold! Hotel is beautiful and well situated. Main complaint was the inability to manage the room temperature - you have to call the front desk to have it adjusted. After several requests to have the temperature raised we told they could not and gave us extra blankets. As beautiful as the room was, it means nothing if I'm uncomfortable because I'm cold. We had to open the bay doors to level the room temperature - would be so at night out of fear of mosquitoes! Not the best experience!

Fun stay for the Carnaval Ponceño First time staying the hotel and loved it. Went for the Carnaval Ponceño and being able to watch the parades from their main balcony was a bonus. Room was very clean, spacious, comfortable, also nice and cold. Breakfast included at Melao had delicious coffee and food. All the staff we encountered were very pleasant and helpful.

Heavy construction/demolition, stay away! Hotel failed to inform anyone there is heavy construction/demolition right outside every hotel room. You won’t be able to sleep past 0630! When I asked what was going on outside, front desk immediately knew what I meant.

Lovely hotel, staff ignores you/doesn’t believe you We really wanted to like this hotel. It was modern and clean and chic. However, the service was unacceptable. We had been in our room about 45 minutes when I realized the WiFi wasn’t working. I called guest services, told the woman on the other end about the issue, she told me she’d contact IT, then hung up on me. 3 hours later, still no WiFi, so we went to the front desk to ask if something could be done. The young man at the desk said he’d contact IT but they won’t be in until the next day. Fast forward to the next day, we get back to the hotel at around 3 pm, still no WiFi, so we stop off at the front desk. The gentleman there says IT was contacted and they didn’t find a problem. We show him screenshots of our devices not connecting. He will call them, again. After hearing nothing for a few hours, we stopped at the desk to ask about the WiFi for the fourth time! The gentleman says oh, the IT guy has confirmed the WiFi doesn’t work in our room. Why did it take 4 complaints and over 24 hours for the staff to believe us? Why didn’t anyone reach out to us? We are told we can switch to a room that gets WiFi. We pack up all our things and move rooms. The WiFi works! But we were put in the room across from the first floor elevator, where folks were running and screaming in the halls past midnight, and outside our window was an active construction site. We were truly moved to the worst room in the hotel after being blown off for a full day. So we woke up very early to the sounds of a building being demolished. This is the hospitality you can expect if you have the audacity to point out the WiFi doesn’t work… 4 times before someone actually listens to you. When we checked out I asked to speak to the supervisor because this experience was not what we had expected. The supervisor was apparently busy. I asked the very nice and apologetic lady behind the desk if we could get some kind of discount based on our experience. She refunded the price of our parking and said that was all she could do. I’m sure it was, but what a giant disappointment! I would not stay here again. I’m not sure why our concerns were ignored. And we were really disappointed with the whole experience.

Very cold. It was very clean and new. It was freezing. You could not change the temperature so you had to shut the air conditioning off at intervals. It was very uncomfortable. Internet did not work on the balcony so if you went there because it was so cold, you had no internet.