Hotel Mayaguez Plaza, BW Signature Collection

1. The floor was dirty in my room. I had to ask for a bucket and a mop and clean the room that I checked into. I could not walk barefoot, there was dust, little pieces of paper, dirt, and hair. 2. The accent windows are very nice but since they aren't covered, too much light filtered through the room during the night. The shade chosen for the other window also wasn't strong enough and we were not able to have a dark room for sleep. 3. I am baffled by the location of the air conditioner and the fact that the only way to manipulate the temperature is by calling the front desk and having maintenance come with a ladder and do it for you. Wow. I had to rearrange the room to pull the bed out of the way, some pillows fell backward behind the bed as it was moved, revealing even MORE dust, I had to get new pillow cases. It is mind blowing that the hotel management would prefer the guest to - leave the AC running 24 hours a day - waste resources electricity - AC condensation causes water to flow outward into the building, this can cause filtration problems! - this is not very responsible to the environment or PR's electric grid Instead of just replacing these units with a split unit and a remote. 4. Not the hotel's fault, but it is very noisy outside and there is no noise insulation. I could hear music, people, cars, and most annoyingly, a metal lid in the middle of the street across from the bakery, that each time a car goes by it sounded like pots and pans falling in a kitchen. This is not the experience I expected from a signature hotel.

Our family of four stayed at this hotel for three nights. We have family in the area and the beaches on the west side of the island are beautiful. We had two beds which we all slept great and the air conditioner was perfect.

We find this hotel as one of the finest compared to others we have stayed in. The people that work here are so friendly and respectable. We have visited this hotel about 4 times already and honestly we love it. We just visited this past July 24 and 25 and this time Alondra recieved us about 11pm and she was so happy to recieve us and check us in and gave us the the welcome chat and directed us to our room. We love the cleaniest of this hotel which is worth every penny you spend staying here. And the breakfast is amazingly great. Me and my wife will return next month to participate and enjoy the Frankie Ruiz Festival.

Excellent local Hotel, walking distance from the Plaza. Complete breakfast, 24 hour free coffee, parking lot. I will give 5 stars but my only thing was that my room was on the first floor in a corner, curtains were very see thru, so I was scared that other guest might see me in Pijamas. Otherwise, comfortable bed, awesome shower, and the front desk employees very nice. I will definitely be back. Walking distance to bars and restaurant for night life entertainment. Soap, lotion, makeup removal wipes, very nice amenities. I loved it!

This is my unbiased review of this location. We arrived on Saturday, August 17th, and were warmly greeted by Jose. He was incredibly attentive and polite. The location was very convenient with included parking nearby. We were assigned room 416. On first impression, the room and hotel were clean. Unfortunately, the elevator presented some challenges. It would open, close, and then reopen, including a slippery floor. To be fair, it was a rainy day, but a wet elevator floor is not acceptable. The room itself was clean, but had had a musty odor, and the paint above the AC unit was peeling and drops from the AC unit, would fall at the entrance. The bathroom was equipped with only two large and one small towel, and there was limited space for toiletries or additional towel hooks. The shower had excellent water pressure and plenty of hot water. The room was small and simply furnished, which was expected knowing the history of the hotel as a religious location. With a small fridge and TV, the bed and pillows were comfortable, although the room's fixed windows prevented adequate ventilation to address the musty smell. Regarding breakfast, we encountered supply shortages on both days. Eggs and water bottles were unavailable on the first day, and on the second, the breakfast options were limited to bacon, bread, and starches. There was no fruit, and the food quickly ran out. To make matters worse, a group of elderly guests arrived to find an empty breakfast area except for coffee and cereal. Despite those issues, the staff at the front desk seemed totally inattentive. Three staff members were present, and one was working on the floor. When I approached the front desk to report the breakfast issue, it took over five minutes for them to acknowledge me. The young man who was on the floor, got up retrieved some bread from the food closet without washing his hands and left without a word or asking the guest if they needed anything else. Due to these experiences, we decided to leave the hotel and stay elsewhere. And finally, as we were checking out, a contractor vehicle blocked the loading/unloading parking in front of the hotel, causing inconvenience for me to load my luggage on my car and the staff did not offer any assistance to help with the luggage. Pros and Cons of the Hotel Pros: Cleanliness Convenient location with convenient parking. Nice bed and pillows: The guest found the bed and pillows comfortable. Cons: Elevator issues: The elevator malfunctioned frequently, causing inconvenience and safety concerns. Room conditions: The room had a musty odor, peeling paint, and limited amenities. Breakfast quality and service: The breakfast options were limited and often ran out. The staff seemed inattentive and did not respond promptly to guest concerns. Safety hazards: The hotel had recurring water leaks, which posed safety risks for guests and staff. Inconvenience on departure: A contractor vehicle blocked the loading/unloading parking, causing inconvenience for guests, and the staff did not offer assistance to help with luggage. Overall: While the hotel has some positive aspects, such as clean facilities and excellent location, the significant issues with the elevator, room conditions, breakfast service, lack of assistance from staff and safety hazards outweigh the positives. The hotel needs to address these problems to provide a satisfactory guest experience.

Excellent place. It's quiet and cozy. All the employees are kind. The hotel is close to churches, restaurants, pharmacies, coffee shops, historical places and buildings, banks, etc. In a few minutes you can reach parks, beaches and other amenities.

Hard stone floors though out the hotel not good for kids in in bedrooms. Breakfast was gone by 9am no one to refill. No ac controller was left on high told they didn't have control and they could only give us extra blankets

Here I am able to truly rest peacefully. This place has a great staff from the manager Dennis Rivera to the cleaning crew. It's centrally located in the quaint town of Mayaguez which makes traveling in any direction very easy and convenient. Ample free parking makes our stay that much more convenient, and worry free. Whether I stay there for a whole month which I have or just 10 days, the overall experience is always highly satisfactory. Kudos to Mayaguez Plaza Hotel, SureStay Collection by Best Western.

Excellent location and facilities. The room (405) is very good, but, the sleep was not deep because the air conditioning unit is very noisy, the pillows are very hard and the noise from the street can be heard. I recommend installing modern A/C units that are not noisy

The room and hotel were clean and the location is very good but the hotel is generally disappointing, especially at the $200 a night we paid. We asked for an early check-in with no luck and after checking in at 6PM, were assigned a room that had not been cleaned/done and had to move to a smaller room that was clean. Late that night we realized after going to bed that there was no blanket, only a sheet, which is not ok for an air-conditioned room. We later learned that guests are expected to request a blanket! The bathroom had no space for toiletries or hooks for the towels, which were ratty. There were no outlets on the left side of the bed including behind the small desk. When we went to breakfast at 8:45AM on day one, they were out of eggs and never re-supplied them (we did not go back on day 2). The breakfast had only bacon and breads/ starches, no fruit at all. Finally, our room was not cleaned at all or replenished with any supplies or towels. There was a small fridge in the room, but it was disconnected and had nothing in it (i.e. no mini bar service). The bed and pillows were nice and the room was bare but not displeasing and, fortunately, clean. The windows in the rooms are fixed, so the room cannot be aired out, which is terrible in a hot and humid climate. The first room assigned to us, the one that was not clean, smelled bad, with a chemical and must odor. All in all, this place has potential but needs new management. It is certainly not up to Best Western standards.

I'm very grateful to the staff (front desk, house keeping, security, etc) for making my stay better. The details and attention they had with me and my husband is very much appreciate it. Also, very centric location.

the staff was very gracious and very helpful when asked questions and keep the rooms supplied with the essential things when needed also thank you for the coffee that was available around the clock - thank you

Room was not ready at the check in had to wait almost 2 hours, but in general it is a beautiful hotel. Breakfast is included also the parking. There is a bakery nearby with very good food. It is near the plaza of Mayaguez and can take a bus to Mayaguez Mall.

Had many cultural furniture with updates bathrooms ! Excellent breakfast and parking very close to the hotel ! The staff were bilingual and helpful with restaurants and other locations ! The coffee machine gave excellent different beverages!

The place was clean and the employees where great. There is a small restaurant near the plaza, walking distance, called El Casabe that serves great food at great prices. Other places to eat that are walking distance are also available.

I will never stay at this hotel ever again. I was scouting hotels for a large family reunion in Mayaguez for 30 people and now will not recommend this site. When I arrived to check in on Saturday, May 27 at 4:25 pm, there was no one at the front desk to greet us. After waiting 10 min, I called the main number. I explained to the person on the phone that I was trying to check in and was on a time constraint to get to my family dinner at 6 pm and no one was there to check me in. She said it was rare and to give it a few minutes. The employee did not arrive until 4:50 pm. She didn't acknowledge me standing there nor did she apologize. She was very rude and dismissive. She looked for hand sanitizer, cleaned her hands and without being prompted said, "I was taking care of something and if you have a problem with it, speak to my manager who will be here tomorrow." Mind you, she never said hello and I had yet to say anything to her. Her behavior was aggressive and rude. She was not welcoming at all. This soured my visit immediately. This is not how I want to be greeted at an establishment that I am spending my money at. I could have easily gone tit for tat with her but again, to what point? She is representing your hotel and while I understand many businesses are short-staffed, there is no need to be rude and aggressive to paying customers. I gave her my name and she checked me in. I didn't say anything to her except my first and last name. This woman is who you have welcoming people to your business. She is rude, aggressive, obnoxious and unpleasant. She needs to be retrained and needs to improve her customer service. She is the worst. I was hoping to love your hotel and book a block of 15 - 20 rooms for my family reunion and now I will not. I will take my business elsewhere, where it is valued and appreciated. And where I am not being disrespected and treated rudely. Also, the hotel is poorly maintained. We found a used soap in the shower. Throughout our visit, there were garbage bags piled up in the hallways. There wasn't any breakfast when we checked out on Tuesday morning. All in all, it was a horrible experience and it is a true shame because I was hoping to bring revenue to this area of the city. 

It was a wonderful site after driving in the dark on the interior mountain route! The staff was so friendly and welcoming that it made the scariest drive worth it! The hotel and my room were extremely clean, actually sanitized! The room was very large, the bed very comfortable, and staff was excellent. I had a handicapped room which was truly set up for someone in a wheelchair!

guess my expectations were a lot greater than what I actually experienced, during says at different hotels I always have this good feeling about spending some time laying around the room in this case it was best to go out and find something to do rather than stay and relax

I've already reported the items which need be taken care off. Upon check out I reported them to your EXCELLENT staff.In the future visit to Mayaguez we shall once more stay at your hotel.You are in an excellent location and the rooms are very comfortable. Both beds and pillows make for excellent sleep

We enjoy our stay. Very relax and comfortable. The staff were very attentive and gentle. We recommend it. Near to drugstore and places to eat like Subway, Ricomini, Rex Cream and many others local restaurants. Good and secure parking location. If you want to pass a good relax time visit this hotel at least in October like our experience.

The noise lever here was absolutely incredible. I finally got to sleep around midnight. Tiny, cramped room, no thermostat for the air conditioning, key card stopped working, mislabeled show handles, breakfast food ran out.

No complaints about the staff. They were friendly and attentive. The room was is poor condition. Smelled moldy. The sink was broken. Shower ceiling and curtains were moldy. The phone was covered with dirt and the room mirror had what looked like dried blood on it. Hotel rooms are also along a balcony corridor (with no runner) so it's very noisy at night. You hear everything so sleep quality is not good. I overpaid by a lot.

Andrea Lugo, front desk receptionist was very hostile and poorly helpful when approached with a question I'm Regards an reservation. She said that she never saw the reservation in the computer and made her pay twice for the reservation and never gave a copy of the receipt. The situation escalated in such a way, that she even said to her that if she wasn't happy with the what was going on she could grab her stuff and find another place to stay in the town. Is people like Andrea that gives a bad name and reputation to such a great hotel. If that's the treatment that they give to locals, I don't want to recomend this to any tourist.

Hotel us in a prime location of the city of Mayagüez. Parking available. Issues related to room musty odor, lack of AC control, and noise at indoor patio by drunk adult guests. Hotel staff was extremely polite and attentive.

Dirty hallways and room floor. Dirty bed skirt. There weren't enough towels in the bathroom. First time staying at a hotel since COVID so very disappointed. From around 11:30 pm to almost 3am the noise from loud music and partying down the street was unbearable.

Wonderful little hotel located in downtown Mayagüez. Beautifully restored historic building. The included breakfast was simple but effective, with delicious orange juice and coffee. Parking was also included at no additional cost. Courteous staff and nice features. We stayed during an island wide blackout, and the hotel's generator worked seamlessly. Although not the hotel's fault, please be mindful that Mayagüez is loud on Thursday nights, as that is the night when local college students party, and the hotel is very close to the action.

Stayed during the weekend to do some tourism and decided to give this hotel a shot. Worst decision ever. From around 11 pm to almost 4a BOTH nights the noise from loud music and partying down the street was unbearable. Windows are not double paned so it was a nightmare. What was supposed to be a fun family weekend turned into a nightmare with crying kids in the middle of the night and exhausted parents. DO NOT WASTE YOUR MONEY!

We stayed 4 nights and our room was not cleaned all these days! Sheets were not changed and room was not swept/moped, bathroom counters, mirror or shower and toilet was not cleaned. Brought it to the attention of front desk and issue was never resolved! Had no parking one day because lot was full! Phones are never answered. Manager never reached out to us after leaving several requests at front desk! We did not receive what we paid for! Very Disappointed. Will be contacting Corporate Office.

This is a hotel that has an authentic feel to it. I love staying in hotels that have a local feel to them. Rooms were clean and the service was amazing. A/C is noisy but I like white noise at night so it was fine for me. Don't expect much in taste or quality for breakfast. We received a tasteless cheap cheese omelet, two sausages and one slice of bread. A server will come and place it in front of you without wondering if you have any dietary needs. For example; my husband does not eat cheese, so he just ate the sausages. I cannot imagine a vegetarian sitting there and being served sausages. The also gave us cereal with UHT milk which we did not eat because they did not inform us that this is the milk that would be provided.

The hotel is in a very convenient location. Close to the plaza colon and the best bakery in the world. The ricomini bakery. Check in and check out was very easy. The room was very comfortable had old antique style but modern. Excellent bathroom. This was a good trip!

Stayed in this historic hotel many times before. We love the location and history of the structure. After all the Covid lockdowns my wife and I decided to give it a try. To our surprise the current owner/operator decided to remove the small winery and eatery at the lobby. Just a lousy non working coffee machine and a small fridge with very few run of the mill pastries. We reserved the 5th floor suite but the elevator to this floor was broken so they assigned us a second floor regular room (208). They could never get the electronic key to 208 working so they assigned us room 216. The noise from the non guest controllable air conditioner was terrible. Easily over 65 decibels. (Engineer in the house). To be al least a 2 star hotel it need serious investments in new inverter a/c technology, supervision, maintenance personnel, etc. On our 3rd night our room wasn't serviced. We will give this facility a break until it improves. The location is second to none right in downtown mayaguez and walking distance from the most beautiful theater on the island and the plaza square.

This hotel is perfectly located right in the heart of the downtown, right off the highway between north and south of west coast - very convenient. The staff has always been very customer oriented and the rooms are comfortable.

excellent location, good staff. Rooms are OK but theirs not breakfast on site and rooms needs to have more curtains in their windows. everything was clean. The only problem was to much noise outise the hotel

I stayed for 5 days . I had an outstanding experience. Excellent service(front desk and cleaning service). Very comfortable room (room 421). Coffee and chocolate 24 hours at the breakfast area. Ricomini bakery at the corner.

First time I stayed at a hotel since the COVID began thus I was not sure what to expect. First time at this hotel. The check in was as easy and fast as I can remember not even 5 minutes. The hotel was clean same as the room. Plenty of pillows. Bathroom had a clean seal on the toilet indicating it had been properly cleaned. Just across is the best bakery in town. Had parking and a guard making sure you had permit to park.

For a getaway weekend, also for business, good price, spacious room, clean, good service. A vending machine will be useful, or a convenience place to grab snacks. Safe place, to enjoy a relaxing time in the center of the cities, near interesting restaurants.

I would definitly recomend this hotel and I would definitly stay there myself. The Hotel was clean and the staff was very courteous and friendly. They were very knowlageble of the are entretainment and restaurants. I was gladd they had a safe place to park our vehicle.

We have stayed in this hotel many, many times in the last 15 plus years when it was Howard Johnson. It recently changed to Best Western and it definitely changed for the worse. The check in attendant was very friendly and the process was good. Nevertheless when We arrived at the room: only one towel for a 4 people reservation, no soap for washing the hands, no towels for the hands or face. The rooms used to have a mini fridge, now they do not. But the worse was that there was no hot or warm water. We called and reported it the first night (it was a 3 nights stay). Second night (Friday) they said they were changing to solar water heater but there was no one to help, that he would tell the manager so it gets fixed for Saturday night. Saturday night freezing water again!! We called, very dissatisfied, and the attendant said they can't do anything until Monday. EXTREMELY bad service. Completely unacceptable. They acted as they didn't care at all. We asked to talk to the manager, they said she wasn't available. New ownership is definitely not going good. We never had an issue in the past.

Excellent facilities, personnel, etc. Really enjoy my time at the hotel. Nice location in the center of downtown Mayaguez. Near of the Ricominy Bakery. Walking distance to Plaza De Mayaguez and Yaguez teather

I needed a place to stay that was safe and comfortable. The Tina at the front desk made me feel welcomed and made great recommendations on places to see. The rooms are clean and new. Excellent service!