Exterior

Reviews of Holiday Inn Ponce & Tropical Casino, an IHG Hotel

3.5 out of 5

Reviews

8.4

Very good

Rating 10 - Excellent. 513 out of 1008 reviews" "
Rating 8 - Good. 279 out of 1008 reviews" "
Rating 6 - Okay. 124 out of 1008 reviews" "
Rating 4 - Poor. 50 out of 1008 reviews" "
Rating 2 - Terrible. 42 out of 1008 reviews" "

8.6/10

Cleanliness

8.8/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

4/10 Poor

John

Business traveller
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
I was notified after my reservation and trip had been planned that the pool was under construction. There was construction inside the hotel as well my room and carpet felt damp, the tv had maybe a dozen stations half of those were barely worth watching and half of those had a clear picture and sound. The “breakfast” was cold, stale and overpriced. Staff was polite and helpful though.
Stayed 5 nights in Mar 2024

10/10 Excellent

Noryher

Liked: Property conditions & facilities
Everything good
Stayed 1 night in Mar 2024
Response from Lorraine Cordero Guest Services Supervisor on 24 Mar 2024
Dear Noryher, thank you so much for your review of our hotel. We appreciate your perfect score! I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

8/10 Good

Javier

Travelled with family
Liked: Cleanliness, staff & service
The Staff was outstanding. They were very helpful and informative and kind. The Restuarant section of the Hotel was especially great, particularly the Staff there.
Stayed 2 nights in Feb 2024
Response from Lorraine Cordero Guest Services Supervisor on 4 Mar 2024
Good morning, Javier thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. Our staff takes great pride in it, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Gladys, Kissimmee

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Lorraine Cordero Guest Services Supervisor on 4 Mar 2024
Buen día Gladys, gracias por darnos una calificación perfecta. Nos complace saber que disfrutó de su alojamiento con nosotros. ¡Esperamos verle nuevamente!

8/10 Good

Chuan, Kenmore

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Nothing interesting within walking distance. Limited dinning options too.
Stayed 1 night in Feb 2024
Response from Lorraine Cordero Guest Services Supervisor on 4 Mar 2024
Greetings Chuan, we appreciate you taking the time to provide us with feedback about your stay. I am very sorry to hear that several things throughout your stay did not meet your expectations. We do hope you give us another chance as we will definitely improve our services.

10/10 Excellent

Virginia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Feb 2024
Response from Lorraine Cordero Guest Services Supervisor on 4 Mar 2024
Buen día Virginia, gracias por darnos una calificación perfecta. Nos complace saber que disfrutó de su alojamiento con nosotros. ¡Esperamos verle nuevamente!

10/10 Excellent

Natalie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel always gives us such a welcomed experience. The staff are extremely personable and very clean!!
Stayed 3 nights in Feb 2024
Response from Lorraine Cordero Guest Services Supervisor on 24 Feb 2024
Dear Natalie, thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.

10/10 Excellent

Luis A

Liked: Cleanliness, staff & service, property conditions & facilities
The view
Stayed 4 nights in Jan 2024
Response from Lorraine Cordero Guest Services Supervisor on 10 Feb 2024
Greetins Luis, thank you for taking the time to give us your feedback about your stay at our hotel. I'm glad that you found our location to your liking. Our views are definitely one of the things we are very proud of about our hotel. We hope to see you again.

8/10 Good

phil

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful place & people. Nice facilities. Loud casino. Updated interior work. Not close to much.
Stayed 2 nights in Jan 2024
Response from Lorraine Cordero Guest Services Supervisor on 4 Feb 2024
Dear Phil, thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.

10/10 Excellent

Jose Antonio

Liked: Cleanliness, staff & service, property conditions & facilities
We did like that there rooms there spacious and it's have everything we need to have a comstarble stay at this property.
Stayed 3 nights in Jan 2024
Response from Lorraine Cordero Guest Services Supervisor on 4 Feb 2024
Dear Jose Antonio, thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.

2/10 Terrible

Donnie

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was very wet and humid. Mirrors and tables were wet. Also I was double charged for room and staff was not helpful in listening to me or evening making the corrections to my bill! Hotel stole $534 from my bank account.
Stayed 2 nights in Jan 2024
Response from Lorraine Cordero Guest Services Supervisor on 20 Jan 2024
Greetings Donnie, thank you for bringing this to our attention. We apologize for the inconvenience you faced during your stay. We will share your feedback with our staff and make the necessary changes. We hope you choose to stay with us again, so we can show you our true level of service.

10/10 Excellent

Sarita

Travelled with partner
Stayed 5 nights in Jan 2024
Response from Lorraine Cordero - Guest Services Supervisor on 14 Jan 2024
Dear Sarita, thank you so much for your review of our hotel. We appreciate your perfect score! I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Pedro

Liked: Cleanliness, staff & service, property conditions & facilities
Good place to stay ,they have a restaurant, casino , clean pool...perfect view of the ocean....
Stayed 2 nights in Jan 2024
Response from Lorraine Cordero - Guest Services Supervisor on 13 Jan 2024
Dear Pedro, thank you so much for your review of our hotel. We appreciate your perfect score! I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Daisy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Lorraine Cordero - Guest Services Supervisor on 13 Jan 2024
Dear Daisy, thank you so much for your review of our hotel. We appreciate your perfect score! I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Angel

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Lorraine Cordero - Guest Services Supervisor on 9 Jan 2024
Buenas tardes Angel, gracias por darnos una calificación perfecta. Nos complace saber que disfrutó de su alojamiento con nosotros. Es algo de lo que nuestro personal se enorgullece, así que valoramos su opinión. ¡Esperamos verle nuevamente!

10/10 Excellent

YUEJIE

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location on the top of a hill for over looking the city and ocean! Great breakfast! Great people! Thank you very much!
Stayed 1 night in Dec 2023
Response from Lorraine Cordero - Guest Services Supervisor on 2 Jan 2024
Dear Yuejie, thank you so much for your review of our hotel. We appreciate your perfect score! I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

6/10 Okay

America

Stayed 2 nights in Dec 2023
Response from Lorraine Cordero Guest Services Supervisor on 20 Jan 2024
Greetings America, thank you for your review. I am glad to hear that overall, your experience was positive. I am disappointed to hear that some things didn't meet your expectations. Thank you and look forward to seeing you soon.

10/10 Excellent

Deanna

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We really liked staying here. Room was great, pool was nice, breakfast was great, everyone was very nice. We will stay here again.
Response from Lorraine Cordero - Guest Services Supervisor on 7 Jan 2024
Dear Deanna, thank you so much for your review of our hotel. We appreciate your perfect score! I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. Until the next time!

10/10 Excellent

Jorge

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities
Stayed 2 nights in Dec 2023
Response from Lorraine Cordero - Guest Services Supervisor on 26 Dec 2023
Buenas tardes Jorge, gracias por darnos una calificación perfecta. Nos alegra que pudo disfrutar de su estadía y que nos haya elegido como su destino para esta fecha tan especial. ¡Feliz Navidad y esperamos verle nuevamente!

8/10 Good

Verified traveller

Travelled with family
Liked: Staff & service, property conditions & facilities, room comfort
Good with room for improvement
Cleaning crew needs to clean the coffe maker and vent in the bathroom. Aside from that it was a good stay.
Stayed 1 night in Dec 2023
Response from Lorraine Cordero - Guest Services Supervisor on 9 Jan 2024
Greetings, thank you for your candid review. We apologize that some things on your stay did not meet your expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future so that we can provide a better experience.

8/10 Good

Marisol

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 4 nights in Dec 2023
Response from Lorraine Cordero - Guest Services Supervisor on 24 Dec 2023
Saludos Marisol, gracias por su opinión acerca de nuestro hotel. Nos complace saber que disfrutó de su alojamiento con nosotros. ¡Feliz Navidad! Esperamos verle pronto.

10/10 Excellent

Terra

Stayed 1 night in Dec 2023
Response from Lorraine Cordero - Guest Services Supervisor on 13 Jan 2024
Dear Terra, thank you so much for your review of our hotel. We appreciate your perfect score! I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Jorge

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excelente volveria de nuevo el lugar limpio y acogedor
Stayed 2 nights in Dec 2023
Response from Lorraine Cordero - Guest Services Supervisor on 19 Dec 2023
Buenas tardes Jorge,Gracias por darnos una calificación perfecta. Estoy segura de que todo el personal de nuestro hotel disfrutó atendiendo sus necesidades tanto como usted disfrutó de su estadía. ¡Esperamos verle nuevamente!

10/10 Excellent

Rosa

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good location!
Stayed 2 nights in Dec 2023
Response from Lorraine Cordero - Guest Services Supervisor on 19 Dec 2023
Greetins Rosa,Thank you for taking the time to give us your feedback about your stay at our hotel. I'm glad that you found our location to your liking. Our views are definitely one of the things we are very proud of about our hotel. I hope to see you again soon.

8/10 Good

Ginoris

Travelled with family
Liked: Cleanliness, staff & service, amenities
The property is being remodeled. The rooms that are remodeled are spacious, have amenities (shampoo, conditioner, hand cream in bottles, and blowdrier); as well as coffee maker with coffee and tea and fridge. The view from the pool is great and we had a good time at the casino.
Stayed 1 night in Nov 2023
Response from Lorraine Cordero - Guest Services Supervisor on 9 Dec 2023
Dear Ginoris, thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.

10/10 Excellent

Zulaima

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
I love the renew rooms, its fancy and cute, very quiet and staff very helpful. I could stay again. You NEED a car to do shopping or eat outside. But they also have restaurant, bar, casino and a pool.
Stayed 1 night in Nov 2023
Response from Lorraine Cordero - Guest Services Supervisor on 9 Dec 2023
Dear Zulaima, thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. Our staff takes great pride in it, so we value your feedback. We hope you will visit us again.

2/10 Terrible

Carlos

Disliked: Cleanliness, staff & service, property conditions & facilities
My daughter and I were covered in bed bug bites, when I spoke to the front desk manager he stated he could only change our room and call Ecolab the next day to confirm. I explained I was flying out the following morning, he stated he was sorry and that was it, no type or care, didn't offer any type of consolation.
Stayed 8 nights in Nov 2023
Response from Lorraine Cordero - Guest Services Supervisor on 9 Dec 2023
Thank you for bringing this to our attention. We apologize for the inconvenience you faced during your stay, as that is not up to our normal standards. We will share your feedback with our staff and make the necessary changes. We hope you choose to stay with us again, so we can show you our true level of service.

10/10 Excellent

Ismari

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellence service and cleanliness
Stayed 1 night in Nov 2023
Response from Lorraine Cordero - Guest Services Supervisor on 9 Dec 2023
Dear Ismari, thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. Our staff takes great pride in it, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Alexjoel

Liked: Cleanliness, staff & service
Tienes sus detalles en cuanto a pintura limpieza del baño y el cuarto se escuchaba todo
Stayed 1 night in Nov 2023
Response from Lorraine Cordero - Guest Services Supervisor on 9 Dec 2023
Saludos Alexjoel, gracias por su comentario. Entendemos y pedimos disculpas por las molestias causadas. Actualmente estamos trabajando para realizar mejoras que brinden una estadía más cómoda para todos nuestros huéspedes. Esperamos tener la oportunidad de compensarte la próxima vez que estés en la zona.

10/10 Excellent

Walter

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Nov 2023
Response from Lorraine Cordero - Guest Services Supervisor on 9 Dec 2023
Dear Walter, thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. Our staff takes great pride in it, so we value your feedback. We hope you will visit us again.

8/10 Good

edwin

Good location and they are remodeling
Stayed 1 night in Nov 2023
Response from Lorraine Cordero - Guest Services Supervisor on 9 Dec 2023
Dear Edwin, thank you so much for your review of our hotel. We appreciate your feedback. I am pleased that you enjoyed your stay and the view. As you mentioned we're under renovation, working to make enhancements to deliver a more comfortable stay for all of our guests. We hope you will visit us again and experience our new image.

10/10 Excellent

Lumary

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good hotel, amazing view
Good hotel, amazing view! Our family just stayed one night to be close to the airport. Hotel was in the middle of renovations but it was clean, beds are great, staff was very kind and helpful. Will definitely stay here again in the future.
Stayed 1 night in Oct 2023
Response from Carlos García - Guest Services Supervisor on 13 Oct 2023
Greetings,Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Walter

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Oct 2023
Response from Carlos García - Guest Services Supervisor on 10 Oct 2023
Dear Walter,Thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.

10/10 Excellent

Jorge

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 6 nights in Sep 2023
Response from Carlos García - Guest Services Supervisor on 26 Sept 2023
Dear Jorge,Thank you so much for your review of our hotel. We appreciate your perfect score! I am pleased to hear you enjoyed your stay with us. A positive guest experience is something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Joran, Charlotte Amalie

Travelled with family, Travelled with family and small children
Liked: Staff & service, amenities, property conditions & facilities
Great ❤️
Stayed 2 nights in Sep 2023
Response from Carlos García - Guest Services Supervisor on 18 Sept 2023
Greetings Joran,I appreciate your positive feedback about our hotel. We do take pride in catering to our guests needs the best way we can. If you're traveling to our area again soon, don't hesitate to call us.

10/10 Excellent

GUILLERMO

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2023
Response from Carlos García - Guest Services Supervisor on 18 Sept 2023
Buenas tardes Guillermo,Gracias por darnos una calificación perfecta. Estoy seguro de que todo el personal de nuestro hotel disfrutó atendiendo sus necesidades tanto como usted disfrutó de su estadía. ¡Esperamos verle nuevamente!

10/10 Excellent

cheyenne

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
our stay was wonderful! very quiet hallways but lively lobby and casino!! we had a gorgeous view of the water(:
Stayed 7 nights in Aug 2023
Response from Carlos García - Guest Services Supervisor on 16 Sept 2023
Dear Cheyenne,Thank you for your positive comments. I am so glad to hear that you enjoyed your stay with us! I hope your next stay is just around the corner. Call us if there is anything we can help you with.

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2023
Response from Carlos García - Guest Services Supervisor on 16 Sept 2023
Dear Robert,Thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel.

10/10 Excellent

Adriana

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice hotel
Nice, Clean a Beautiful hotel!!! Nice view!!
Stayed 1 night in Sep 2023
Response from Carlos García - Guest Services Supervisor on 6 Sept 2023
Greetins Adriana,Thank you for taking the time to give us your feedback about your stay at our hotel. I'm glad that you found our location to your liking. Our views are definitely one of the things we are very proud of about our hotel. I hope to see you again soon.

2/10 Terrible

Juan

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Carlos García - Guest Services Supervisor on 5 Sept 2023
Thank you for your feedback regarding your recent visit at our hotel and please accept our sincerest apologies for the disturbance you have experienced during your stay. We value your feedback, and we welcome the opportunity to serve you again.

8/10 Good

Jose

Business traveller
Liked: Staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Aug 2023
Response from Carlos García - Guest Services Supervisor on 5 Sept 2023
Greetings Jose,Thank you for your review. I am glad to hear that overall, your experience was positive. We hope you choose to stay with us again, so we can show you our true level of service.

10/10 Excellent

Sandra

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from Carlos García - Guest Services Supervisor on 5 Sept 2023
Dear Sandra,I appreciate your positive feedback about our hotel. We do take pride in catering to our guests needs the best way we can. If you're traveling to our area again soon, don't hesitate to contact us.

6/10 Okay

obed

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Stayed 1 night in Aug 2023
Response from Carlos García - Guest Services Supervisor on 30 Aug 2023
Greetings Obed,We appreciate you taking the time to provide us with feedback about your stay. I am very sorry to hear that several things throughout your stay did not meet your expectations. We do hope you give us another chance as we will definitely improve our services.

8/10 Good

Raul G

Stayed 7 nights in Aug 2023
Response from Carlos García - Guest Services Supervisor on 18 Sept 2023
Greetings Raul G,Thank you for taking time to review our property. I am glad to hear that you enjoyed your stay with us. We look forward to welcoming you back soon!

10/10 Excellent

Yashira

Liked: Cleanliness, staff & service, property conditions & facilities
Nice stay
Stayed 2 nights in Aug 2023
Response from Carlos García - Guest Services Supervisor on 25 Aug 2023
Dear Yashira,I appreciate your positive feedback about our hotel. We do take pride in catering to our guests needs the best way we can. If you're traveling to our area again soon, don't hesitate to call us.

10/10 Excellent

Yesenia

Travelled with group
Liked: Staff & service, amenities, property conditions & facilities
I reserved this property for my mom and her friends. Everything was excellent except for the mini fridge that was damaged and although it was replaced on the second day they lost all the food that they had saved. My mom and her friends were told by the staff that they were going to try to do something to see if the food could be replaced but nothing was done.
Stayed 2 nights in Aug 2023
Response from Carlos García - Guest Services Supervisor on 18 Aug 2023
Dear Yesenia,Thank you for your positive comments. I am so glad to hear that you enjoyed your stay with us! I hope your next stay is just around the corner. Call us if there is anything we can help you with.

10/10 Excellent

Jose

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place
Stayed 1 night in Aug 2023
Response from Carlos García - Guest Services Supervisor on 12 Aug 2023
Dear Jose,I appreciate your positive feedback about our hotel. We do take pride in catering to our guests' needs the best way we can. If you're traveling to our area gain soon, don't hesitate to call us.

8/10 Good

Lisette

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service
Good , but need some renovations
Stayed 2 nights in Aug 2023
Response from Carlos García - Guest Services Supervisor on 11 Aug 2023
Greetings Lisette,Thank you for your review and for choosing our hotel. I'm happy that you enjoyed your stay. We are currently working to make enhancements to deliver a more comfortable stay for all of our guests. I'm looking forward to having you again as a guest in our hotel when our renovations are completed.

8/10 Good

Rosemarie

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Clean facility and helpful and friendly staff.
Stayed 3 nights in Aug 2023
Response from Carlos García - Guest Services Supervisor on 8 Aug 2023
Dear Rosemarie,I appreciate your positive feedback about our hotel. We do take pride in catering to our guests needs the best way we can. If you're traveling to our area gain soon, don't hesitate to call us.

10/10 Excellent

Carmen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 6 nights in Jul 2023
Response from Carlos García - Guest Services Supervisor on 6 Aug 2023
Dear Carmen,I appreciate your positive feedback about our hotel. We do take pride in catering to our guests' needs the best way we can. If you're traveling to our area gain soon, don't hesitate to call us.