Servatur Terrazamar Suite and Sun Suite

We searched for 2 weeks to find a last minute holiday over the summer holidays and found this holiday at a great price and read reviews on here before booking. Booked with jet2 and as its a 3 star aparthotel, we didnt have super high expectations but were very pleased with our choice.

Hotel is in a great location. Approx 30-40 mins from airport and walking distance to the supermarkets and restaurants. We stayed in the Sunsuite Royal block on the first floor and were right next to the restaurant and pool. Apartment size was really good for a family of 4, and the balcony was massive. Although there were some signs of wear and tear, it did not affect our holiday. Great that the hotel had lift access to street level, however a few were out of order in the week we were there.

Staff were friendly and attentive, animation team and lifeguard available on poolside. We had breakfast included in our stay, good breakfast buffet selection, I would have preferred if there was more of a fresh fruit selection. Breakfast times were between 8-10, this felt limited when on holiday.

We paid 30 euros to extend our room as we had a late transfer. This option was helpful and we were able to enjoy lunch in our room and showered before checking out. There is a shower facility on floor 10, next to the pool but it didn't really look that nice - but that option is available if needed.

I would stay here again, and definitely recommend for others!

Let me start by saying this is one of our favourite hotels , location , the pool bar staff the house keeping . We have stayed 4 times but this time the beds have just become too much. Or should I say not enough. On previous visits we have just accepted they are uncomfortable but because this was our main summer holiday ( normally visit during British winter months as a bonus holiday ) we have come back exhausted. We used the extra duvets to use underneath us to try and get more comfort . They are what I would class as a 2 inch mattress topper. Let me tell you the good points though as apart from that this hotel has so many excellent qualities . No fighting for sunbeds at daft a clock ( opens at 10am ) and can always get a bed if you don’t want to be front row. The pool bar staff are amazing . The quality of the food especially for the price again fantastic. We love the apartment feel ( we did hire an external aircon unit as only aircon in bedrooms ) the aircon in bedrooms was adequate. The balconies are amazing. Yes some people might feel it’s due a refurbishment but it is clean and tidy , excellent location and no hundreds of steps as lifts every step of the way until you reach the path to the mall or commercial centre. We are actually really sad as we wanted to come back for Christmas but we just can’t do another 2 weeks without a proper bed. Servatur seem to be taking over a lot of hotels in Puerto Rico which I also feel is increasing prices . Please keep as is but put full mattresses on beds and we will be back 2/3 times a year. Best wishes to all staff

Our stay at the hotel itself was pleasant, but unfortunately our experience after check-out completely changed our opinion.

After checking out, we stayed in the hotel until 5:00 p.m. while waiting for the airport taxi booked through reception. At around 4:15 p.m., my husband realized that our son’s favourite toy had been left under the pillow in our room. He immediately informed reception and asked for help. We were told that nothing could be done because housekeeping had already left for the day and were simply given a phone number and told to call the next morning.

The following day, when we called, we were told that everything left in the room had already been thrown away.

However, the toy had a Samsung SmartTag attached to it, which is still active and continues to report its location. Since approximately 4:30 p.m. on the day we left the hotel, it has consistently shown the same location at a residential address in Ingenio, not at a waste disposal site.

I contacted the hotel and the Servatur head office by email, explaining the situation and providing the relevant information, but I have received no response.

I understand that mistakes happen and that guests sometimes leave belongings behind. What I cannot accept is the complete lack of assistance, the contradictory information I was given, and the absence of any response from the hotel after I presented evidence that raises serious questions about what happened to our property.