Mayaguez Plaza Hotel, SureStay Collection by Best Western, Mayaguez

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.

Stephanie Acevedo, Revenue Management at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
Victor, We regret we were not able to fulfill your expectations. We investigated this matter, and since you reserved through Priceline, we rely on the information sent to us through them. There was indeed a mistake in the card Priceline provided us, and that complicated the situation. We apologize for any inconvenience this may have caused, and someone will reach out to you personally to explain further. Sincerely, Hotel Mayaguez Plaza

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.

Stephanie Acevedo, Revenue Management at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
We apologize for this inconvenience on your visit and truly appreciate your stay.Your opinion is really important to us and We will be working on the mentioned with the corresponding departments so that we continue delivering the required service to all our visitor. Thank you for your visit and on behalf of our entire staff we once again apologize for the inconveniences.

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.

Stephanie Acevedo, Revenue Management at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
We apologize for this inconvenience on your visit and truly appreciate your stay. We will be working on the mentioned with the corresponding departments so that we continue delivering the required service to all our visitor. Thank you for your visit and on behalf of our entire staff we once again apologize for the inconveniences.

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.

Virginia Mojica, General Manager at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
Thank you for your visit. Hope you visit us again.

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!

Virginia Mojica, General Manager at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
On behalf of our entire staff we do apologize for the inconveniences experienced on your visit. We appreciate your stay and feedback and hope that you give us another opportunity to make this a better experience for you and your family.

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.

Virginia Mojica, General Manager at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
We apologize for this inconvenience on your visit and truly appreciate your stay. We will be working on the mentioned with the corresponding departments so that we continue delivering the required service to all our visitor. Thank you for your visit and on behalf of our entire staff we once again apologize for the inconveniences.

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.

Virginia Mojica, General Manager at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
We do appreciate your visit to our property and apologize for any inconveniences presented on your stay. We have begun with our continental breakfast just this October and will be adding other alternatives to our visitors. We thank you for your stay and hope you visit us again.

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!

Virginia Mojica, General Manager at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
Thank you for sharing your experience. We love our history and the culture that surrounds our location. We are in the heart of Mayaguez and our property has been here since the 1900. We welcome you to continue being a part of our history. Thank you for your visit.

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.

Virginia Mojica, General Manager at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
We do appreciate your visit and on behalf of the staff here at Hotel Mayaguez Plaza our most sincere apologies for the inconvenience presented on your stay. We do hope you visit us again and when you do please feel free to ask directly for the manager. Thank you kindly and once again our sincere apologies

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.

Virginia Mojica, General Manager at Mayaguez Plaza Hotel SureStay Collection by Best Western, responded to this review
We thank you kindly for your visit and are very proud to be of service. Here at Mayaguez Plaza our home is your home.