RedDoorz Plus @ Bez Tower and Residences San Juan

I would like to share my experience regarding my check-in today. Before checking in, I called the property to ask if I could book a Deluxe Room. I specifically explained that I would be staying with my infant and that I preferred a room with a large bed for safety and comfort. I was informed by the staff that the only available rooms were twin rooms. She told me that she would try to check if there was another option and would call me back. However, I did not receive any call, so I assumed that the room arrangement had been resolved and that a suitable room would be available upon check-in. I would also like to add that I booked this stay for our comfort, as we currently do not have electricity at home for a few days. This made it even more important for us to have a comfortable and safe place to stay, especially with an infant. When I arrived and checked the room, I found that it had two separate single beds. I immediately informed the front desk that this was not what I was expecting, especially since I had already explained beforehand that I was traveling with an infant and was concerned about my baby’s safety. Instead of offering a proper solution, I was told that I could simply move the beds myself. I initially hesitated because there appeared to be something in between the beds, and I was unsure whether the beds were actually designed to be moved or whether doing so might damage the furniture. When the receptionist accompanied me back to the room, she continued to insist that the beds could be moved. She also repeatedly mentioned that she had already told me that only twin rooms were available. I understand that availability may be limited, but I had already explained my concern before checking in. My concern was not simply about having a twin room—it was about the safety and practicality of having separate beds when staying with an infant. What I found particularly disappointing was the receptionist’s attitude throughout the interaction. She was already speaking to me in a manner that felt dismissive, and while we were about to move the bed, she even rolled her eyes. As a guest, I found this behavior very unprofessional and unnecessary. I was not demanding something unreasonable; I was simply asking for assistance with a situation that I had already raised before my arrival. Eventually, I agreed to have the beds moved. However, I had to ask whether someone from the hotel could assist me because the beds looked very heavy. I have previously had epidural injections and I have scoliosis, so I am physically unable to move or lift heavy furniture. I believe this should have been handled by hotel staff rather than expecting a guest to move the beds themselves. As a former cruise ship manager, I understand the importance of guest safety, proper communication, and service recovery. I also understand that not every request can always be accommodated. However, even when a hotel cannot provide exactly what a guest requests, the situation can still be handled with professionalism, empathy, and courtesy. I hope management can look into this incident and use it as an opportunity to improve both the communication between reservations and front desk staff and the way guest concerns are handled. I sincerely hope you can do better. A guest traveling with an infant should feel that their safety, comfort, and concerns are being taken seriously—not made to feel like an inconvenience.

Happy to stay in this hotel

Highly recommended this place. We booked 2 rooms, and indeed, it was the right choice. The rooms are spacious, neat and clean, including the T&B. We loved its beddings and towels, all white. The place is very accessible to public transport.

The room i booked online is not the same as to actual check in The price i booked is not the same to actual charges. I was told that it Airbnb which was not reflected online. Hidden charges i was told. Nice staff though. They will charge you for towel and toilet paper request. Next time they have to be truthful to online clients. This is the first time that happened to me. I am VIP Agoda member and have booked through Agoda multiple times.