TripAdvisor Traveler Rating

The hotel staff were extremely rude. Our room block was not ready when we arrived and the front desk lady promised a discount that she did not follow through on. I complained upon checkout and her manager sided with her. Very unprofessional.

Service was great UNTIL the last night of our stay (Thursday). Staying on the 3rd floor and the club music was extremely loud in my room. I waited until 11:30pm and called to see if they could turn it down. They said they would check but it would end at midnight. Well at 12:05am, it was still loud as ever. I called back down 4 times and no one would answer. Called from my cell phone and they answered. He said ‘you are staying on the 3rd floor and this hotel has a club and you will have music’…apparently the lobby music stops at 12 but not at the club! Leaving at 6am for a flight and this is not how I wanted to finish the trip. Don’t stay here unless you want to hear thumping music all night long!

Beautiful pools, romantic restaurants, spacious hotel rooms and amazing balconies! Hotel has several gift shops but also walking distance from other stores. Hotel is beach front with water sorts available too! Located minutes from airport so makes for a perfect long weekend getaway!

We are disappointed in our room- the bathroom was so small and to actually close the door you had to weirdly straddle the toilet or get into the shower. The beach and pool are nice. We found the front desk not helpful and we consistently had issue with the self parking which resulted in us overpaying for parking and supposedly them not being able to fix that. They were dismissive of this too. Overall, not impressed with the hotel. We did have a nice meal and service at the Meat market. Next time we are in San Juan- we will stay somewhere else.

I wanted to give this hotel a one-star review as soon as I checked in. When I made the reservation, I called and asked about connecting rooms. The hotel said if I reserved the room and included the connecting room fee, I would get connecting rooms. This caused my family and I to choose this hotel over other hotels in the area and we made our reservation over the phone with a hotel representative. However, when we arrived and were given our rooms, the rooms were not connecting. When we asked the woman checking us in, she shrugged, said they were 100% booked, and then moved us along. We didn’t receive as much as an apology or an admission that they messed up. Finally on text message, the hotel said they would try to rectify the situation, but we didn’t hear anything back from them afterward. We made the best of the situation, but this left a really bad first impression. We packed as if we were having connecting rooms and having to go back and forth between rooms, making sure we carried two room keys each time, was incredibly annoying. However, the rest of the staff was friendly, including housekeeping, the wait staff at the restaurants, the bellhops, and the beach staff. The beach at Isla Verde was great. Although they had a yellow flag up the entire time, I personally thought the water was calm enough for my kids. Although it is a public beach, I rarely felt haggled by vendors walking by. We had no issues getting chairs or umbrellas set up, although we did arrive by 10AM every day. It did seem busier on the weekends, and it looked like some people did not have umbrellas or chairs available if you arrived in the afternoon. The hotel gives you a reusable water bottle to fill up with filtered water throughout the hotel. I thought that was a nice touch, so I didn’t have to buy a ton of bottled water. The restaurants were ok for lunch, and I liked that there is a Starbucks downstairs. The hotel does cater to a crowd without kids however, with loud music being played by the pool, a casino, and a club. That tended to be the type of guests that were staying at the hotel, and I wouldn’t necessarily suggest this hotel if you are coming with kids. Overall, I probably would have liked the Fairmont better if it wasn’t for the initial experience and the lack of response from management afterward. I know mistakes happen, but the front desk and management should be better trained to deal with situations when they are the ones who mess up. Other: Grocery store up the street is a 5 minute walk away. Much of it was shaded, so it was not a bad walk even with the heat. We used Uber to get around. Parking seems tough in San Juan so unless you are doing your own excursions, there is no need to rent one.