We are very sorry to hear the room was not up to your standards. We maintain a high level of cleanliness and would gladly touch up any portions of the apartment that bothered you, we are a always short phone call away! A small note as well, the entirety of La Capitana is rented, no one lives there permanently.

Thanks so much for the review! We hope you enjoyed your stay and have a lovely rest of your day!

Good Morning Eve, I understand your frustration with our buildings design. However in the accessibility section of our building description it very frankly states all upper floors are accessed only by stairs.

I am very sorry to hear all of these things happened to you sir. But I find it a little strange because my staff have no recollection of your arrival? You were marked in our system as a no-show, and the owner of our hotel is rarely around. The owner also says they were not at our hotel during the days of your stay. I am very sorry but I think you may have been at the wrong address. Our phone number is clearly present on google and we sent you check in instructions via email. We are so sorry we could not help you arrive and check in. We hope you found lodging and enjoyed your stay on our island regardless.

We're sorry to hear your stay wasn't as good as it could be. We would have loved feedback to continue to strive for the best possible guest experience!

We're sorry to see that you didn't have the best stay possible. We would have loved some feedback as we continue to strive to improve!

Thanks so much for your review score!

We greatly appreciate you reserving with us and are so happy to hear you enjoyed your stay!

Our apologies Rika, La Capitana does in fact have stayover service, which is supposed to come by every two days and we're so sorry that you weren't taken care of sooner! We fumigate regularly and check our rooms right after folks check out. There should never be pests but we have sent an exterminator to double down on the pest control. Thank you for bringing it to our attention

Good afternoon Dennis, I do apologize for the confusion, I have spoken to our gm and they have clarified that our policy is it is 50 till the hour of 12:30 for La Capitana. After which it is 50 for every additional hour and we that is truly subject to availability. There could be another guest waiting to check in to your same unit. Thank you for bringing light to this situation and we are glad you enjoyed your stay!

Thanks for your review. We hope you enjoyed your stay!

We would love to host you again and work even harder to earn that perfect score!

Te pedimos perdon, usualmente cuando alguien tiene problemas con los aires ellos nos llaman. Nosotros siempre estamos disponibles 24/7 para ayudar. No importa si los aires están funcionando por la manana se dañan en cual quier momento. Por el salitre del mar. Pedimos disculpas por no poder ayudar, ya que no se nos informó durante su estancia. Esperamos que llegaste a casa bien, y que tengas un lindo dia!

We greatly appreciate your review, and hope you had a lovely stay!

Thanks for your review. We hope it was the best stay possible and you got home safe and sound!

We're sorry to hear you had a less then ideal experience. We would have loved some feedback on you think we should work on! Nevertheless, we appreciate you writing a review and hope in the future we can provide an experience you deserve!

Nosotros agradacemos todos los commentarios de nuestros huespedes. Muchisimas gracias por escribir un commentario y que tengas un lindo dia!

Thank you so much for your honest review Ricardo. We try our hardest to maintain a nice environment for our guests to enjoy. We appreciate the feedback and will take it into consideration when revising our rooms. Thanks again for choosing us and we hope you come back in the future!

Buenos dias angel. Gracias por tomarse el tiempo de su día para escribir una evaluación. Acabo de verificar en nuestro sistema y en el sistema expedia que reservaste Zen Atlantis Palace. Te dimos la llave del palacio Zen Atlantis. Estábamos teniendo problemas con el medidor de agua y la ciudad todavía no ha enviado a alguien para arreglarlo. No hay nada que podamos hacer porque si quitamos el agua se vuelve a llenar rápidamente. Gracias por escribir una reseña y disculpe las molestias, tiene razón, pero desafortunadamente está fuera de nuestras manos.

Our sincerest apologies, somehow that rooms conditions must have been overlooked by our maintenance and housekeeping staff as we were quite booked up. Also La Capitana is an airbnb/apartment building not a hotel. We are sorry that you were not please with your room and hope that your compensation was sufficient. Thank you for taking the time to write an honest review and we hope you'll give us another chance in the future!

Good morning Ramonita, I hope that you enjoyed your stay and we appreciate you taking time to write a review! We would have loved some feedback regardless we hope that you have a lovely day and that you got home safe!

We are always receptive to all forms of feedback and are appreciative when we receive it in the positive form. We hope that you stay with us again in the future!

We are sorry that our humble apartment was not quite to your liking. We have taken your feedback and forwarded it to management in hopes to improve for all our future guests. Thank you for your feedback and we hope you book with us again in the future!

Good evening ryan, I am sorry to hear that your experience was not to your liking. Hot water at times can take a little bit to come in unfortunately. I went ahead and checked our system and verified that you indeed booked zen atlantis and were given zen atlantis upon arrival. Sometimes expectations are a bit different then reality, and we are sorry to hear you didn't enjoy our apartment. I would still like to extend an invitation to return as we'd love to wash out any bad taste you have in your mouth of us. (so to speak)

We here at La Capitana are greatly appreciative that you took time out of your day to write this. We work hard to provide a welcoming experience to natives and visitors alike, and as such are touched that you would write such kind words. Have a wonderful day and we hope to host you again in the future!

We are glad you enjoyed the location of our humble airbnb. As far as towels are concerned, should you ever need any sort of toiletries, there is a phone number included in the instructions of check in. We are sorry to hear that your telivision was not workng at the time of your stay. We hope that you attempted to call the number on the instructions so we could help you to the best of our abilities! We hope the minor inconveniences does not deter you from considering us again in the future and we wish you the best!

Good afternoon francisco, let me begin by saying our housekeeping staff works incredibly hard. If ever there is a time you are dissatisfied with your room. We highly recommend you call the number included in your check in instructions. We are here to assist you if given the proper opportunity to do as such. We would have loved to remedy these problems during your stay, but as far as my knowledge we were unaware of these issues.

Thank you very much for your positive review. We wish you the best!

We are glad you enjoyed your stay! Come back and see us somtime!

lamentamos mucho no haber cumplido con sus expectativas. ¡Esperamos que nos des otra oportunidad en el futuro para realmente sorprenderte!

Thank you for your feedback Angelica, we're working as I'm writing to optimize our communication with our guests. We'll be updating all the appliances as well in the room we're speaking of. Best wishes.

Thank you for your positive review Jillian!

Thank you so much for your positive review! It's a delight being able to see our guest enjoy our wonderful view to the fullest. It's definitively a wonder to see.

We're very sorry for the inconveniences and discomfort this has caused you. And thank you for letting us know. On a brighter note, we offer rooms on the first floors as well. Just make sure to contact us before making a reservation to see how we can accommodate to your needs.

We are sorry about your experience, we will fix the roof as soon as possible, and be more attentive to details.

We are sorry about your experience, thank you for your review, we will be more attentive to those types of problems that we can fix.

Thank you for your feedback. I am sorry you had a bad experience with us. We have 24-7 staff at sister property, located just a few minutes away were key pick up was indicated to be. We always do our best to answer every call. We hope you come back to our beautiful Old San Juan.

Thank you for your review. I am sorry we did not meet your expectations. However, I am happy that you were happy with the solution offered. All our apartments have one ac unit. The ones that are studios get cooled entirely. The ones that are one bed room apartments get cooled in the master bedroom and living has ceiling fan. All our apartments have hot water in the shower. We hope you come back to out beautiful Old San Juan. Kindly,

Thank you for your review. Hope to see you again. Best wishes,

Thank you for your feedback. We are very sorry that you had a bad experience staying with us and that we were not able to solve your issue in a satisfactory way. Power outs and water outs happen on the island every once in a while and we always go above and beyond in these circumstances to relocate guests if necessary. We hope that you give us a second chance so that we can make it up to you. Kindly,

Thank you for your review. We are very happy that you enjoyed your stay. We will fix the sofabed issue. Hope you come back soon and often. Kindly,

Thank you for the review, hope you can come back.

Thank you for your review. We are very happy that you had a great time with us. It was a pleaseure to host you. We hope you come back soon and often to unwind in our beautiful island. Best wishes,

Thank you for your review. We hope can stay with us again in the near future. Safe travels. Kindly,

Thank you for your review. We hope you come back to our beautiful Old San Juan. Best wishes,

Thank you for your review. Hope you come back soon. Best wishes,

Thank you for your review. We hope you come back soon.

Thank you for your review. We are very happy you had a great stay and loved the mesmerizing views. Best wishes,

Thank you for your review. We are very happy you liked your ocean view. We are sorry for the room confusion upon check in. It is great that communication was effective and that we could give you the room you wanted. I am sorry that cleanliness did not meet your expectations. We are currently deep cleaning all apartments. Hope you are safe and come back soon. Kindly,