Courtyard Aguadilla

I am writing to express my deep dissatisfaction with the service I received during my recent stay at the Courtyard Aguadilla in Puerto Rico from May 19, 2024, to May 20, 2024. The experience was far from the high standards I have come to expect from the Marriott brand, and I am compelled to bring these serious issues to your attention. Upon checking in, we requested and were approved for a late checkout at 4 PM. However, on the day of checkout, we returned from an excursion at 2 PM only to find that all of our hotel keys had been invalidated. This caused us significant inconvenience and frustration as we were unable to access our room. When we approached the front desk to resolve this issue, clerk Gabriella brushed off our concerns without any apology, further aggravating the situation. After ensuring the hotel staff was aware of our late checkout, we returned to our room only to have a housekeeper attempt to barge in while I was taking a shower. This intrusion was extremely distressing and unprofessional. At checkout, we wanted to confirm that we were only charged for one night of stay. We requested to speak with the manager on site, Elvin Sein, but were told they were unavailable. The lack of supervision and unavailability of the manager is concerning and indicative of poor management practices. When we tried to address our grievances with the front desk staff, the supervisor, Paola Denizard, responded with a condescending attitude, making us feel belittled and threatened. This was the final straw, and we left the hotel feeling deeply upset and disrespected. These incidents have left us with a very negative impression of Marriott and have severely impacted our trust in your brand. We felt disregarded, disrespected, and unsafe throughout our stay. As loyal customers who have always chosen Marriott for our travels, this experience was profoundly disappointing.

The worst Courtyard Marriott that I have ever stayed. My problems started immediately, the door lock to my room would not open, the toilet clogged up in the morning, the inside window was full of mold, the hallway windows are full of mold, the hallway rugs are torn with holes, the restaurant that serves the hotel guest had poor service, the gym is dirty, the thread mills are full of rust and sticky, the elevator is pitch black at night, the parking lot gate wouldn’t open and the buzzer button doesn’t work. Upon addressing my complaints with the manager Mr. Velez, he stated, I have nothing to say. I am totally dissatisfied and applauded that Marriott hasn’t stepped in to correct these failures.

A big thanks to the general manager and the front staff for yet another fabulous vacation to Puerto Rico. While this hotel may seem off the beaten path be that it's on the west side of the island, there's lots to do in the area. Most importantly the weather is guaranteed beautiful in December and January. You can't say that for Florida! The staff are helpful and made our stay memorable yet again. We will definitely be back. Thank you also to the general manager Tomas for his assistance at making our stay special. Check out the relatively new museum next door of the army base. This hotel used to be a US army hospital and this town used to be an army town. A fascinating history

Aguadilla doesn't seem like a place to stay too long in general. This hotel is no exception - it is worn down quite severely and barely deserves three stars. Check-in was smooth, as was the expansive parking lot. Limited food options here so plan accordingly. The room was severely dated and this entire place needs a proper gut renovation. There seem to be very limited hotel options in Aguadilla so more competition would force their hand surely. The laundry facilities were broken ("washing machine just broke down" but I truly wonder how long it's been as such). Any future reviewers reading this please feel free to comment on this (we stayed the second week of December).

I remember the Aguadilla Courtyard as a charming place from pre-Covid times with a nice dining hall and a lot of history. Apparently the corporate honchos decided it needed to convey the Marriott experience and remodeled it into a run-of-the-mill Courtyard. Fine. However our room had not seen any remodeling. It was worn out, damp, musty, and with the smell of disinfectant worthy a $50 motel. There was even some mold on the furniture. Not what I expect from a Marriott and absolutely unacceptable. A horrible night and not the Marriott experience. The only good news was I booked it with points. Paying $200 would have been an insult. And, btw, they charge $13 for parking. Would be fine in SF or BOS, but Aguadilla?

We got there at 9am from the Aguadilla Flight. Went to check in at front desk and the receptionist told us there were no rooms available she would text or call us when it was ready. I inquired about the status of the room and was told that the staff is slow, they wanted to get overtime hours, and the manager is try rush them. Then I was told since my package was through a "third party" they couldn't give me another room because I didn't book it through Marriot. This was a JetBlue Vacation package which I found farfetched and a poor excuse. They also had no towels at the pool area and you have to wait for a batch of towels to be available , which never came. This place has very nice rooms but the staffing is very slow in service. There is a separate parking fee which is changed by the day.

Not the best representation of the brand. Service at check in was pretty slow even for PR standards. Got a first level room in the connected 2nd wing of the hotel and the musty smell in the hallway and room was pretty unpleasant. Room was decently clean and a bit run down. mattress was comfortable and fridge and safe in the room but no microwave. Nice pool but had to find someone to give us towels and front desk said they couldnt do anything. fitness center and a Dennys on property. It's very close to the airport. So u may hear a plane or two.