Extremely Disappointed With Our Stay at Wyndham Grand Rio Mar…read more
I am extremely disappointed with our experience at Wyndham Grand Rio Mar. We stayed from July 21-29, and what should have been a relaxing family vacation turned into a stressful situation that affected several days of our trip.
The morning after our first night, we noticed what we initially thought were mosquito bites. However, over the next several days, the bites continued to worsen and appeared in clusters, covering areas of our legs, back, and buttocks. We became concerned that we may have been exposed to some type of room infestation and immediately reported it.
I reported the issue around 7:30 AM to front desk clerk Ana. Unfortunately, the response was simply to request a deep cleaning of our room. By approximately 3:00 PM, our room still had not been addressed, which was extremely frustrating considering the seriousness of the situation.
The room involved was 3010, and I strongly recommend that future guests thoroughly inspect their beds and rooms before sleeping.
A front desk manager, Nick Lamboy, who identified himself as a manager, was extremely unprofessional during our conversation. Instead of showing concern, he argued that the bugs found in our room were not bed bugs according to Terminix, stating they were "no-see-ums," which he described as typical in Puerto Rico. I was born and raised in Puerto Rico and had never experienced anything like this before.
The hotel provided me with a typed letter from the company stating only that they were not bed bugs, but it did not clearly explain what type of bugs were found in our room. However, if they were not concerned about an issue, it was confusing why Terminix sprayed both beds with chemicals and why the hotel offered to wash all of our clothing before moving us.
We were moved from our original pool/ocean view room (3010) to room 3015, which had a rainforest/front-of-hotel view. While another front desk manager, Krysia Ramos, did remove the resort fees from our stay, she stated we were still responsible for parking fees.
This situation interrupted approximately three days of our vacation. We spent valuable vacation time driving around Rio Grande and Fajardo searching for places to wash our clothes because we were worried about potentially bringing anything home with us.
Security was called and took photographs of the bites and also documented black specks found on the bed. I will be including pictures of the bites so future guests can make their own judgment.
After reading additional reviews, I noticed other guests have also reported concerns regarding bugs. I strongly encourage travelers to read both the positive and negative reviews before booking, especially when choosing a resort that advertises itself as a 5-star property.
I also requested to speak with the general manager and sent an email regarding this situation, but I never received a response.
For a resort that considers itself 5-star, the lack of urgency, communication, and customer service was extremely disappointing. A true luxury property should handle a situation like this with compassion, transparency, and immediate action.
Unfortunately, I would not return to Wyndham Grand Rio Mar, and I will be sharing my experience across social media platforms so other travelers can make an informed decision.
Very disappointed.