As Manager of The Cervantes, I would like to assure guests that The Cervantes values guest feedback as we continually look for ways to upgrade our facilities and improve customer service.

I would, however, like to address some of the issues this guest raised:

There are times when a hotel guest can have issues with mechanical systems (TV controls and/or air conditioning) not responding as expected. A call to the front desk can and, in this case, solved these issues. We have a zoned air conditioner system and if a guest would like a room cooler than the standard range provided by the system, the front desk can increase the range for that zone on request. However, we appreciate the comment and have now instructed our staff to demonstrate the TV and air conditioner controls when bringing guests to their room. Our TV system has 24 Satellite stations with CNN/Fox and many international cable stations. We appreciate that many travelers have a favorite station, so based on the comment by this guest, we will update our website with the exact stations offered by the cable service. This should help future guests when specific cable program access is part of their hotel selection criteria.

The Cervantes does not have coffee-makers in each room. Upon arrival, guests are provided bottled water and ice which are replenished on request. Coffee or Tea service is provided on a complementary basis anytime the restaurant is open. Guests can have coffee/tea in our bar or we deliver it to the room. The restaurant is normally open for breakfast at 8am. We are not sure why this guest did not find a hotel employee as described, but we appreciate the comment and based on this review we will implement an expanded continental breakfast buffet so that guests can enjoy coffee, etc. at their own pace each morning without the need to wait for an employee.

The Cervantes is located in a historic building in Old San Juan so the bathrooms tend to be smaller than in many 'new construction' hotels (think European bathroom size). Hot water may take some time to circulate through the system for the first room that used it in the morning - but again, we appreciate the comment and will have our engineering staff check this.

It is difficult to control the 'natural' sounds of a historic city like Old San Juan. The streets are narrow and sounds travel. However, we appreciate that people come to The Cervantes to sleep and relax, so when this guest complained - the front desk offered a complementary upgrade to a suite on the other side of the hotel building. This guest declined and choose to move to another hotel the next day (with a full refund of their second night charge).

While we regret the negative experience this guest reports, our staff at The Cervantes is trained to be responsive to any situation that a guest brings to our attention. If for any reason the front desk clerk does not resolve an issue - please request to speak to me or another manager personally.