I'm not sure how to begin this nightmare of lack of customer service. But here goes. I was there for a friend's destination wedding. I was to check in on 11/19/24 and check out 11/26/24...I was made aware of the keyless check in system. Got the email with directions to my room, arrived with a friend about 4pm (he had his own reservation and room here as well)...I followed the instructions to a tee but the lock box code "DID NOT WORK" and I could not gain entry to my room. I tried over and over again with no luck...I called and text the emergency number over and over again. I was there over an hour with no response. I called my friend who got into his room. He came down and assured me and confirmed the lock box code was indeed incorrect and we could not gain access to the room. Still "NO ONE" for The Serenity Rincon was to be heard from. It was now 5PM and starting to get dark. If you've not been to Rincon, it is a beautiful very quiet little surf area so knowing I needed a place to stay all week and not hearing from them I felt I couldn't take the chance. With luggage in hand I made my way down the road to The Casa Verde where I just ate lunch earlier prior to our failed attempt to get me checked in. I told the owner Travis of my dilemma. Luckily, he had availability and with several hours now passed and still no contact from Serenity Rincon. I could not take the chance of being stranded so I booked and paid for my stay at Casa Verde in full which was more money...Finally more than 3 hours later Serenity Rincon got back to me, accused me of trying to scam them for some reason they thought I wouldn't want to stay close to my friend and several of the other wedding guests and said after the next day the lock box was fine even though I can assure anyone reading this that it was not. My friend who stayed there the whole time would be happy to attest to all of this....Here's the thing...They stuck to their cancelation policy and charged me one full night even though I couldn't get into the room...I'm sure someone was just covering their butt and quickly fixed the code to work on the lock box the next day and even texted me a video showing me that me and my friend must be an idiot as was both where not capable of putting in a four digit code on a lock box...Here's the thing I tried to get through to them...WHY WOULD I LIE???? It was my first time in Rincon...It was my first time in Puerto Rico...Why would I want to "NOT" stay with the group and stay by myself and spend more money??? No this was some person covering there butt than to further cover there butt say the room was there for me to get in so sorry buddy I have to charge you the day because you didn't meet the 24-hour cancelation policy. Any one taking the time to read this...Ask yourself what's the upside here for me...164 dollars on a 2 thousand dollar trip will not break me...For me to take the time the Friday after Thanksgiving....Yes I have a dispute and my credit card company will hopefully do the right thing...But I was a small business owner for 15 years...I know how hard it it...But these people whoever they are would rather steal $164 than do the right thing!!!! ....My Dad use to say, "They have a Nickle holding up a Dollar". Meaning for $164...They wouldn't have gotten this crap review!!!! As I said in the title of this review "NEVER STAY HERE"...These are not ethical people!!!! read more