The Condado Plaza Hotel

The location

It’s Lost some Luster

Stolen Sunglasses by Housekeeping On May 9, I returned to my room and found that my designer sunglasses were missing from my nightstand. Housekeeping had already cleaned the room, and part of the sunglasses set was left behind, making it very clear something had happened while staff was inside which I showed security. I immediately went to security and filed a report. I was told I would receive some type of resolution within 48 hours. It is now May 13, and after over 50 phone calls, an email sent more than 72 hours ago, and a voicemail left over 96 hours ago, I have received absolutely no communication from management. I have also used the hotel’s texting line multiple times. Each time, I was told my messages were being passed along to management, but still, no response. At this point, it feels like I am being completely ignored. During the report, I was asked if I had placed my sunglasses in the in-room safe. No, I did not, because I expect a hotel, especially one that claims to be four-star, to have trustworthy staff. Guests should not feel like they need to lock up every single belonging just to prevent theft. The lack of accountability, communication, and urgency from this hotel is beyond disappointing. I have included screenshots of all my attempts to get a response. This experience has completely destroyed my trust, and I would not recommend staying here.

La vista, la tranquilidad ,el trato amable del personal y la comodidad.

No tengo ninguna queja

Awesome place to stay ,staff was the best so friendly definitely recommend staying here there’s nothing bad I can say about this place

Forget about calling the hotel for help. It was next to impossible. I called many times and the front desk would pick up and hang up. I even called the Hilton Diamond desk for help, and they could not get through to the hotel. After almost 40 minutes of calling, going through prompts and getting hung up on finally got through to a manager named Jose. I tried to explain the issue to him and he was very condescending. I went ahead and booked our 7-day trip with a different hotel.

Check the blankets against light before you sleep in the beds. I got a severe allergic reaction to the mold in the blanket. I didn't realize it was from the blanket until my friend held it up to the sun. She used to be a hotel cleaner. The second blanket is the blanket on my friends bed. I missed out on 2 days of our vacation because of this blanket.

The location was good and the staff was nice. Management was very accommodating when issues arose.

Bugs in the bed. Had to switch rooms twice.

Lobby was beautiful and love the outside hot tube

Bed mattress had a dent in the middle. My husband have back problems and sleeping on that mattress made it worse! Had to wait a long period of time for the elevator because only one was working . No good selection channels to watch on TV. No microwave in the room. No free breakfast. Internet pictures was very deceiving! Parking should have been included in the stay. Water pressure was very low.