TRYP by Wyndham Isla Verde

Our experience was amazing from the moment we arrived, the front staff was friendly and helpful with everything. The rooms were clean, and the location was great, places to eat in the hotel and also within walking distance, access to the beach is right across the street, also parking at the location as well. Prices were good too, definitely will stay here again for the next vacation.

Unacceptable!!! Manager was not accommodating!!!Between the roaches and the smell I Will never stay here again!!!!!

We had several troubles throughout our stay. I would normally ignore them, but they kept escalating until we had to leave the hotel. We arrived on a Thurday and I had already considered extending our stay so I started talking with some staff to extend, but no one seemed to be able to help me with this. They kept telling me come back on you check out day. I did, but what is normally a very simple task seemed impossible. The person working the lobby told me that I had to book through the App because since I was a Wyndham Rewards member he couldn't extend my stay through his computer... I was dumbfounded. I booked this stay through the hotel website directly and I didn't use any of my points. How can't they extend my stay? At this moment the supervisor Melanie Contreras arrives at the hotel, the lobby personnel proceeds to comment to her that he can't do it. She tells him that of course he can and proceeds to teach him how to do it. They forgot to reactivate my keys so I was locked out of my room and I couldn't exit the hotel parking. Then, that night we were woken by loud music that wouldn't stop. There was a party going on the 10th floor and I could hear it clearly on the 7th floor. When I go down to the lobby to complain and they were receiving constant calls from people on floors lower than me complaining about the loud music. You could hear it on the 5th floor. They tried to contact the personnel working the event but they wouldn't lower the music telling them it would end at 12:00am. At this point my husband had a horrible migraine and we couldn't take it. I asked to be checked out they said they couldn't process a refund themselves due to the time, cause of course I decided the time to host the party... The lobby of the hotel looks really good but once you reach the room floors everything smells musty, there's clearly mold problems. This is not uncommon in the Isla Verde Area. However, when we used the shower in our room we realized there's a significant leak from the shower and all the water leaks towards the main room soaking the carpet. No wonder the smell. Restaurant personnel are amazing as well as the cleaning crew. However, the experience with hotel management is horrible. It's sadly my first bad experience in a Wydham and it is very frustrating that this had to happen in my home island. This venue needs to fix hotel Management problems and work on the mold and leaking issues in the rooms. I'm still waiting to hear back from Melanie Contreras, Room Division Manager, about our horrible experience. It is very difficult to talk with anyone from management at this hotel. I feel very sorry for all the lobby personnel trying their best in this situation. As someone who manages other people it's the leaders fault when people aren't properly trained to do basic tasks, and extending a stay for a rewards member is a basic task.

I gave this hotel a 2 for many reasons. First off they didn’t state anywhere that we would be charged $20 per day to park in the hotel parking lot as a guest. They charged us a $40 room service fee the second day of our trip despite us not actually having it serviced. There was mold above the mirror on the wall in the bathroom, the shower leaked water all over the floor during each shower like a flood that I would have to ring the water out the towels on the floor so the next person could sop up water from their shower with them- which was up to three towels to do this each night. The balcony door didn’t lock as the lock was all rusted out. Saturday night they played music really loud on the top floor, which was still loud for us on 8th floor until 12:30am as guests are trying to sleep. We had breakfast the first day not knowing it wasn’t included in our stay either, nor was it stated in any sign in the breakfast area that it wasn’t included for hotel guests and charged us $20.00 per person for each of us to have $5.00 of food. I washed a load of whites in their washer and dryer in the athletic room and my whites came out with NEW stains in them which were not there going in. Disgusting. All in all for the price there have go to be better places than here.