The whole chain is dead to me.
DH and I flew into San Juan last week and just needed to stay overnight before our morning flight to a smaller island. I found what I thought was a great deal for a semi-fancy hotel with the main draw being that the hotel was halfway between SJU and SIG, the smaller airport we needed to be at the next morning.
The room was much smaller and not as nice as I expected for the price, but it was just to crash, so... fine. We ate dinner at the hotel and it was OK. I found it overpriced, $16 for four tomato/mozzarella slices?
The toilet in our room was running. I called and they said they'd send someone up. No one ever showed up.
I had work to do so after seeing that the free wifi was garbage, paid $20 for the "upgraded" wifi that was supposed to be faster. It dropped me every 30 seconds, it's a miracle I could submit my work at all. During this time, I called the front desk and explained the issue. She transferred me to someone she said could help, but the phone rang over and over with no answer. I called her back, she transferred me again, same thing. I gave up.
The next morning I called room service for breakfast... no answer... I called the front desk directly and they had to radio room service and have them call ME. Then some of the stuff we wanted to order (which was on the menu) was not available.
Called the concierge to get a car at a specific time. No... answer... ring ring ring...
When I went to check out the guy asked me how our stay was. I very politely explained that I was disappointed with the difficulties in reaching anyone, fixing things, and the internet. He just said, "Okay, your total owed is X." I said, "Are you really going to charge me for the internet that didn't work?" to which he replied, "I can't refund you if you didn't tell anyone about the problem." Since I had JUST described to him the attempts I made to reach someone, I said, "What else do you feel I could have done, when the people I called transferred me twice to an extension no one answered? How could I solve that problem?" His response was, "Fine, I'll take it off the bill, but you did not tell anyone about the problem."
I paid and signed the receipt without another word, literally. I emailed the hotel itself and their corporate office but have not heard back. Super not impressed!