Courtyard Isla Verde Beach Resort

This hotel and the idiots that work there ruined my freaking vacation. The customer service is so bad that it makes you want to cry. They are Beyond rude and it’s hard to explain it in words. My credit card was charged 3 times for a stay we paid for in full when we checked in with cash. When they charge me the first time and I complained I was charged two more times before we checked out. They also charge us for the $ 5 Fiji Water that we did not drink. Vladimir Perez and Yanira Quiones are theeeeee MOST incompetent customer service professionals ever. They both could use a lot of training AND NOT in the presence of customers. Vladimir it was given instructions on how to charge us and I knew he would f&ck up as he did three times. And I can’t believe Yanira is in a leadership role. I would never hire such an incompetent, rude, unprofessional idiot to work for my company.
We missed our snorkeling excursion because our room was 1000 degrees. Our AC had failed and although we alerted engineering two days in a row — they noted that nothing was wrong and would come turn on the auto fan to pacify us BUT the temperature wOulD not decrease in the room. On the 3^rd day I got fed up and demanded to talked to management and i disclosed my protected health info and why being in a HOT room with me sweating profusely was a danger to my health AND THEN they sent a host of guys upstairs while we were getting dress to fix the AC unit. They had to take a large AC unit out of our room and because we were half dressed with men walking all around in our room, we stayed in the beds with sheets up to our necks. I’m totally disgusted with this place.
SAVE YOUR SKIN… LOL… the bed bugs or room critters bit us up pretty bad. We all left looking like we had leprosy.
WILL DEFINITELY be reporting this to corporate since they claim to like to hear from customers — especially with a rewards members.

Absolutely love this hotel with bar by the pool! We are having an amazing time relaxing and watching a wedding getting ready to go down. I think we just might

I will never go back to this hotel. First of all customer service sucks. We were charged TWICE for food we paid for already. The waitress at the papaya bar brought us the bill and we paid by cash and we didn’t keep the receipt (who is keeping receipts like that we are on vacay). Before we checked out they added the same Papaya bill next to our resort fees!. The hotel front desk said there is no record of us paying in cash and we needed to pay the restaurant bill again before checking out! This proves that the workers are taking the cash for their own as «tips» making us pay again. The front desk ask us for the receipt and because there was no receipt we didn’t have proof. We had to pay twice for no reason. This is unacceptable and malicious people work hard for their money and this was a waste of money!!. Second of all hotel is extremely close to the airport so you will be hearing planes in and out at every hour of the day.
If you are unfortunate to come to this hotel please KEEP your RECEIPT! Cash or credit.

Beautiful view and cool pools. We came here since our hotel (el convento) is a sister hotel and grants us pool access. The beach here is more mild but the service isn’t as good as the other sister hotel.

What a great place! The beach is perfect and the Casino is fun and full of locals. This was truly a great experience!

I am a platinum member with Marriot and have stayed this year alone at one of their hotels for over 80 nights. I wasted 140,000 points to stay here and I had the absolute worst service. To put things into perspective I have spent an equivalent of a luxury vehicle in stays at this hotel. So to have an employee over charge me one 10.00 beverage and accuse me of lying to try to get something for free has to be the biggest slap in the face. My plan at this point is to exhaust my remaining points and move over to the Hilton.
I would suggest paying cash. My bill in question even had alterations to the gratuity.
The view and ambience however are amazing. The staff has much to be desired.

Update in response to GM remarks:
Jose,
As my complaint states, leading up to the wedding, you were not responsive.
Along with one or more supervisors, you were emailed on 11÷24÷15, no response.
I continued to have issues with your staff and emailed you on 12÷1÷15, no response.
In addition, you were copied on several emails that outlined serious issues in which we encountered. As a General Manager, I feel it is your responsibility to thoroughly examine any correspondence in which you are included to ensure the issue (s) is being handled in a professional and proper manner.
After the Wedding: Marriott HQ informed me on 4÷25÷16 that my complaint had been submitted to the General Manager, Jose Padin. Once again, no response. Rather, your director (who we continued to have issues with), emailed me to follow-​up in response to our complaint. You were only responsive «after the fact.» To be specific– you were responsive when I requested for HQ to be on the follow-​up conference call after my written complaint was forwarded back to you. Furthermore, I’m convinced that you were only on this call because 1) your director requested for you to be on the call and 2) HQ was involved.
Yes, you were responsive after HQ got involved, thank you. However, in the future, as I’ve previously stated, I hope you, as well as your staff, are more attentive to the needs of your customers. And as I’ve previously stated… for a venue that claims to do 60+ weddings per year, our event should have run like a «well-​oiled machine.» Unfortunately, that was not the case and we have several witnesses to support our claims. In addition, we have several emails that prove the mishaps and mistakes that occurred on behalf of the Courtyard Marriott Isla Verde Beach Resort. And with all due respect, now is not the time to «disagree» with our claims. Our issues were outlined on a call with HQ; nor you or your director denied our issues and the way we were treated.
I’m not in the business of lying or spending my valuable time writing complaints… that’s just silly. So let’s transition to the mindset as one who oversees an entire facility– what we experienced was downright wrong, unethical, and disreputable; as a result, evaluate the complaint and truly sit down with your staff to examine exactly what went wrong and how it went wrong to ensure it does not happen to others in the future. Nothing good ever comes from justifying one’s mistakes. Mistakes are meant to learn from, otherwise, institutions remain stagnant and people will take their business elsewhere, which is what we should have done.

Marriott Courtyard Isla Verde, Puerto Rico
We booked a stay at the courtyard from Feb 27 to March 1^st. We were cordially greeted by the bell stand staff and after waiting a few minutes in line to check in I had the privilege of being checked in by the Guest Services Manager, Orlando Hernandez. He was professional, friendly, easy going. He is truly committed to deliver the best experience ever at his property. He was friendly, professional, approachable and accommodating.
The property is on the water, perfect setting, it features a casino, a beautiful pool and it’s only 5 minutes from the airport. You will love this property. I’m glad we chose it!!!
Would we come back again? YES!!!
Café Tropical, Courtyard by Marriott Isla Verde
April 24, 2016
After spending a few hours at the casino, we decided to have dinner At Café Tropical as our friends had dinner there and it was good. Let me start by saying we were there at 10:30pm. We confirmed the kitchen was open until 11pm so we decided to have dinner here.
We were greeted and seated promptly, and our waitress took our drink order with our food order and disappeared. We decided to share our meals since it was late. The food came out, hot and tasty. However, the drinks never came out and the staff failed to bring out the correct knives to cut the pork chops.
We asked for our drinks and some steak knives and the waitress «went» to get those items and never even came out. We had to ask someone else and that person seemed bothered.
The food was great; big portion, tasty and just perfect. Interestingly, the waitress was eager to give us our check and never left the table until we paid. The three meals with non-​alcoholic drinks came out to $ 86.00!
What killed the experience was the poor service. We were looking forward to eating here because our friends recommended.
Would we come back? Yes but earlier in the day. Might have dinner at Sirena (outdoor restaurant) instead.

The hotel is nice but the Food is Terrible!
I had the Quesadillas and the meat was not even real chicken breast it was Processed…
We have to go outside the Hotel tomorrow to get Authentic Puerto Rican Food!

We parked in the garage, ate at the restaurant, rented beach chairs and umbrellas, and played with boogie boards in this public beach outside the Marriott. There are no life guards. The beach continues well into the water — you can walk a long way and just be waist-​height.

I have stayed here before. I just stayed here again on March 9 2016. I checked out the next day, but was staying there for the day. I asked for a late check out but was told they were booked.? My room I was in was still empty at 9:00 pm? I’m a marriotte Elite member so I should have been able to have a late check out? That’s fine they told me the would store my luggage n the storage room area. It was safe. IT IS NOT SAFE. I had 12 professional makeup brushes apr 800.00 worth stolen. They also took my 4 year old granddaughters amoxicillin that was on top part of the bag along with brushes. It was chewable tablets. Looked like Vicodin. We spent all night at our next hotel calling the Dr in California to send a new prescription to Walgreens
I reported it right away and they must have top notch security cameras there that none of the employees could tamper with? Because I was told too bad. There not responsible. They do have a thief employed there.
If you stay there protect you stuff. I’m sure I’m not the only one this has happened too. Disappointed. Won’t be going back.
I gave them one star because their check in staff is very nice and helpful. Be careful

This is a nice hotel in a GREAT location. The sea views are lovely and the facility is nicely kept. The rooms are more than adequate, the staff are helpful and the morning breakfast offering is quite good though expensive. The room rates are really pretty reasonable for what you get although one should watch out for the taxes and fees. In general, however, I would not hesitate to recommend this place if you need a hotel while in San Juan for either leisure or business.
Upon arrival at San Juan Luis Muñoz Marín Airport, I grabbed a taxi to the hotel. The drive was no more than ten minutes although it was a $ 15 fee. As far as I know, the hotel does not have a shuttle. I had a great taxi driver, however, so I did not mind the circumstances. It was nice to have a hotel close by the airport as I had an evening arrival. I should emphasize, however, that this was not a typical airport hotel by any means as the beach side location was fabulous.
This property was situated in a good spot on Isla Verde. That was not only because of the beach front but also because it was within walking distance of restaurants and a few shops. It was nice to have dining options outside of the hotel which were easily accessible. In addition, the taxi ride to Old Town was fairly quick and the cost was not unreasonable.
I was favorably impressed with my room as it was spacious and clean. Of course, the highlight was the small balcony which afforded wonderful seaside views. This was a great place to soak in the aura of the location, if even for a few minutes.
The morning breakfast offering at Café Tropical was very nice though it was also relatively expensive at $ 21 plus tip. The hot items were plentiful with eggs, meats, potatoes, waffles, etc. There was also a chance to procure a made-​to-​order omelet. The cold items were also well stocked with yogurt, cereals, breads, etc. Of course, the highlight of such a buffet in the Caribbean is the fresh fruit, which was terrific on the days I was there. The possibility for outdoor seating was also a major plus.
The room rates were not bad considering the quality of the facility and the experience. One thing to note, however, is that, even though the base rate was very reasonable, the add-​on taxes and fees were pretty steep boosting the final price substantially. My base rate for the stay was $ 134.10 USD, which was more than fair. The taxes and fees, however, amounted to $ 41.55 per night.
In general, this is a lovely hotel in a wonderful location. The proximity to the airport and the seaside ambiance make it an ideal spot for a Puerto Rican holiday or a focal point for a business stay. If you are in San Juan for any purpose, this is good choice for a hotel in my estimation.

We had a great stay here. Loved that pool was 100 feet from ocean, with hammocks and ping pong, the staff was great and surf school was next to hotel on beach.
Rent in was very nice. Only downside was that hotels lobby amenities… café and store could use upgrade.

This hotel is only a few hundred feet off the landing runway for San Juan Airport. If your room is on the poolside, you hear every plane land. It is quite loud. Breakfast is expensive and has pretty limited choice. Kids ordered two burgers and sodas for lunch, too over an hour for the food to arrive. Casino in lobby is real cheesy. Did not expect that. Bar is cheesy as well.
The place also only a few hundred feet off a very nice beach. Beach is nice, pool is nice, hotel does feel like a lightly updated Marriott. It is clean and serviceable.
They charge a resort fee of something lime $ 68 and $ 25 per kid over like 13. So, over $ 100 per night of additional charges for bringing my two kids.
I booked this hotel based on reviews I saw on the Marriott site, which are quite exaggerated. Do yourself a favor and avoid it, unless you don’t mind hearing a plane land or take off every 2 – 5 minutes. It goes on all night, up to about 3 – 4 AM and starts up again real quick. Well be looking to check out and find something else.

Beach is nice, that’s really about it.
Food was horrible, instant eggs and the fruit wasn’t fresh it tasted like canned fruit. The alcoholic beverages, like the pina collatas were excellent. The bartenders made the drinks nice and strong ! The beds were horrible. You felt every spring in those beds. The hotel also charged me twice and weren’t to eager to resolve the issue.

This hotel was fine. Had great beach access. It’s definitely chock full of old people, which is fine. It’s quiet — not really the young party scene like hotels in Condado, which is what we were looking for. They had live music at the bar in the lobby at night. I was happy with the ammenities and thought the room was large, clean, and we could see the ocean. We weren’t there very long, and it was pretty pricey, but it was an expensive time of year to be traveling. We didn’t use the pool or the casino.
That being said, we got a Medalla Light at the lobby bar and it was 7 $!!! That’s crazy expensive. If the bar tender had said it was 7 $ before opening it, I would have refused it. I felt like a huge chump and it kind of ruined my opinion of the hotel.

It’s a 3 star hotel, no more and no less. The rooms are average and give me the same feel I get at all Marriott’s which is slightly dated and worn yet still clean and comfortable. This particular resort is decent but does not compare to the higher scale Marriott resorts I’ve been to in Aruba. This place is small and the pool gets no sunlight so if you want sun you have to be on the beach but they take the umbrellas and chairs away pretty early.
As for service, it’s not bad but not amazing. I sat at the restaurant at the pool yesterday (the only person there) with 5+ waiters walking past me for 20 minutes and no one offered me any service. I finally had to ask for it and it took forever. The menus are also quite limited and even though they have multiple restaurants it’s really all the same kitchen and same food. The main bar claims to not even have a cocktail menu both times I went there. This is strange because they have menus listed on the website so must be bad training here but I got the same answer from multiple folks working there.
Then something that really irritates me is not being able to hook up my Apple TV in the room. Most hotel companies have protected Wifi networks and you have to accept a terms of service to use the wifi. Because of this flash screen that appears it won’t work with Apple TV but most hotels allow you to provide their network provider with your MAC number (basically you’re device’s wifi number) and they override the requirements and allow that device access to the network. Marriott refuses to do that which is absurd because their TV system is terrible, it stops working all the time, have to push the buttons super hard, it’s very slow, and costs $ 17.99 for a movie! Get with the program Marriott and let people sign into their Netflix and Hulu accounts in the room, it’s about to be 2016 and when I stay at a hotel for 10 nights I don’t want to be restricted to your crappy TV service.
The other reason I gave it 3 stars and not 4 or 5 is the energy and crowd is awful here. The place is not crowded, there’s no one my age, and it generally feels deserted with no excitement. Most resorts I’ve been to have all sorts of exciting things going on and people all over the place.
Lastly, they don’t allow food delivery to come up to your room which is annoying as well. They force you to go downstairs and get it which is a hassle one shouldn’t have to deal with on vacation. The room service is nice but with the limited menu and 15% upcharge for «service fee» it’s no good for everyday use. No convenience store nearby so not many options.
Anyway, I won’t be coming back here but it wasn’t terrible. Luckily the rest of PR made it worth it!

Decent hotel, with a nice location near the end of the busy Carolina strip and still on the beach. That said, the whole place just felt a little run down and a little dated. Not that it felt ghetto, by any means, just a bit older.
Friendly staff, decent pool (though with wayyyy too much chlorine), and mostly everything you need. That said, if you plan on making your trip a resort stay, I’d probably look elsewhere, as the bar downstairs is hilariously bad (lively on a weekend evening, but still bad), the pool seemed a bit meh, and the beach is nice but nothing compared to others in less-​crowded parts of Puerto Rico. I’d recommend this hotel if you want a better-​than-​average room where you can rest after a long day of exploring the island. NOT if you want to experience San Juan luxury, nightlife, or fun.

I stayed at this hotel the week leading up to the 4^th of July.
Absolutely everything about this place was great. From the housekeepers to the restaurant staff, every single employee was pleasant, attentive and friendly.
The hotel doesn’t look so hot from the street, but once inside you’ll see that it’s been completely redone. The rooms are nicely decorated, spacious and comfortable. We had an ocean view room with a balcony. The view was the perfect thing to wake up to every morning.
There’s a casino to the right of the lobby and just across is very well-​stocked shop with everything from sunscreen to Godiva chocolates.
There’s a large pool with a swim-​up bar, a large hot tub, a jacuzzi, and a shallow kiddie pool. All of these surrounded by chairs so you’ve got lots of options when it comes to swimming and laying out.
There’s also direct beach access, which is always at the top of my list when looking for a vacation spot in the summer. The beach was clean and beautiful with lot of chairs and umbrellas.
Also, this is a tropical climate. There WILL be mosquitoes and other biting bugs in the morning and early evening hours. Free OFF spray is provided in the lobby (ask the front desk) and by the pool (ask for it when you get your towels).
We ate at all of the restaurants on site and loved them all. They were a bit overpriced, but worth it since they all have views of the ocean and impeccable service.
The location is very central. About 8 minutes from the airport (yes, you can sometimes hear the planes from the pool/​beach area, but if the sound of the occasional airplane taking off is enough to ruin your vacation, you’ve got bigger problems), 10 minutes from Old San Juan, and 35 – 45 minutes from El Yunque (the rainforest).

Great beach location in Isla Verde. Plenty of dining options within a ten minute walk too. The dining options at the hotel are nice too. The rooms are standard hotel rooms and thankfully the bathrooms are a little larger than standard… two people can get ready at the same time. The outside of the hotel could really really use a fresh paint job. I counted three different colors of mustard yellow on our patio area. Patios can also get hot as the exhaust from your neighbors AC unit is there blowing hot air on you.
The manager, Jose, and his staff are absolutely wonderful. Couldn’t ask for more helpful and courteous people.
Save your money on a cab to Old San Juan. Walk down to the Denny’s, wait for the 5 or the 53 bus, pay $ 0.75 and really experience Puerto Rico. So much better than a $ 30 cab ride!