Our family stayed at Las Casitas for 7 days right before the July 25th holiday and our experience was a dissapointment. We were looking forward to this vacation for a long time and I flew in to PR to meet them. Our expectations were very high based on the amount of money it cost. We made our reservations back in January through Hilton's reservation and we changed it a few weeks later to stay a week earlier. We arrived to check in and the lady in the front desk could not find our reservation by our names so I had to find the confirmation number in my e-mails. Once she finds the reservation, she looks at us and says that our reservation was for the following week, all of this while looking at us as if we were dumb enough to not know our reservation date. We immediately told her that was wrong and showed the confirmation email. One of the other employees told us 'in the future you need to call us if you change your reservation'. My brother and I looked each other and could not believe she was telling us that. How are we suppose to know that your reservation systems do not talk to each other? They are aware that those changes are not reflected in their system. So if you are aware of that, you should have a process in place to make sure that you capture changes to reservations. This is certainly not the way to treat a guest, specially for the amount of money we paid to stay. They had to find us a place to stay and instead of staying in a villa with all three rooms under the same roof (similar to staying in a house), we had the one where we had the entire upper floor for ourselves but the rooms were separate like a hotel. As we are wrapping up the check in process, we wanted to confirm that our rate included the tickets for the water park. The lady said that the system did not say we had the tickets, basically told us that we needed to prove that they were included and e-mail her the proof in the confirmation email. I looked in my e-mails since I had all the e-mails when the reservation was changed and none of them had any mentioned of the tickets. I told her that there was no way for us to prove it since the original e-mail did not even include and that we trusted the resevation agent when she said they were still included. After she kept insisting to prove it, she gave in and gave us the ticket plus free parking for all the cars. This whole ordeal lasted over an hour and a half. Once we got in the rooms, only the living room and one of the rooms had ocean view (which we paid extra). We expected wrapped around porch with ocean view from all the rooms (or at least for the majority of them).
Our villa was clean but definitely needed updates (trim needed replacement, tiled in the bathroom were kind of grossed, toilet was kid-size, etc). Ants were all over the place and called to report it. Someone came to fumigate and I told them that you need to fumigate around the window from the outside and he proceeded to say that his ladder was not high enough at which time nothing else was done. The wireless Internet only worked in the living room and not in the rooms; once again called to ask about this problem and three people gave me different responses and only to find out that the signal only works in that area (Really? You can't buy and install another router to extend the signal which probably cost less than $200?). There was no tv remote for one of the rooms and no bed sheets for the sofa cama. Several times we called for problems and always got different responses. Another example: they told us to put the trash bag outside the villa because someone would pick it up, well the next morning the bag was still outside broken and with food all over the place.
The best pool was the infinity pool with view to the ocean. The other pool available for Las Casitas guest was not cleaned at all with leaves and insects in the water. The hot tub was even worse with pieces of gum paper. We had enough when my boyfriend's son was playing with something that looked like a piece of meat. We tried the pools at the hotel and those were worse. Again, not cleaned with trash in the water (even saw a soda can floating in the water). The hot tubs there were the same and God knows what was in the water as some couples were hanging out late at night (some of the tubs are hidden so perfect for you know what). What I found most strange is that I never saw a lifeguard in any of the pools or at the beach. The pools are not more that 5ft but there should have been one just in case.
To finish our time there, other stories about the great customer service: called to ask for two bags of ice but the lady said they are running short so we could have one, which was fine with me. But an hour later I had to call again and was told they had to go to the hotel to get the bags and it finally showed up. At check out time, we called the butler to help us with our bags and he kept complaining that we had too many bags and boxes (all the males in the family were helping to get our stuff downstairs so it was not like we left him to do all the work).
I can continue adding more stories but would probably continue writing. My mom always wanted to stay at Las Casitas. We had very high expectations of the place and expected close to VIP treatment. But instead dissapointment all the time. I expected more from a Waldorf Astoria and for what we paid, it was not worth it at all. We are not staying here anymore.
- Official Description (provided by the hotel):
- Las Casitas Village is an enclave of private villas that enjoy sweeping ocean views, fully equipped kitchens, personal concierges and butler service. Among many pleasures, enjoy an expansive waterpark, scuba dive, ride horseback, golf or choose from a renowned menu of soothing treatments at the Waldorf Astoria Spa. Las Casitas Village has long been known as the jewel of the Caribbean and has accumulated a list of prestigious awards and accolades including a 4-diamond rating by AAA. Welcome to Las Casitas Village, a Waldorf Astoria Resort. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Hilton Hotels Direct, Odigeo, Hotels.com, Booking.com, TravelUp, Traveltool, S.L.U., Cancelon and HotelQuickly so you can book your Las Casitas Village, A Waldorf Astoria Resort reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Las Casitas Village, a Waldorf Astoria Hotel Fajardo
- Waldorf Astoria Fajardo
- Las Casitas Village, A Waldorf Astoria Resort Puerto Rico/Fajardo