TripAdvisor Traveler Rating

My mom book a last minute trip - and last minute I decided to join. She booked the hotel through Expedia. When we got here I gave them my credit card for the incidentals which is exactly what the guy at the front desk said. The charged my card $100 plus $11. Next day they charged my card again for $280 and some change. Then they changed my card again. We went downstairs to see what was really going on. They said it was their amenities fees they charge daily. Hmmm the same amenities every other 4-5 star has already included in their prices. WiFi is free daily and you will get kick off daily and they will charge you $24 for extra days. Waiters are hard to find at the pool. Now we went downstairs for the third time paid for the whole amenities fees up front so they would stop with the random charges. But to my surprise they still kept charging my card. I happen to be out the mall shopping on our last day. Boom they charged my card $500. These people are scammers and really unethical. They told me they would take my card off so they would stop charging me but they still were charging me. Mind you were paying all our food cash not adding anything to the room. I will NEVER come back.

My husband and I just returned from a long weekend at the Fairmont El San Juan to celebrate our 25th wedding anniversary and just had to share what an amazing time that we had! This was our first trip to Puerto Rico, so we wanted to keep it simple by staying close to the beach and airport. I was nervous about our choice after reading some of the reviews, but we couldn’t have been more pleasantly surprised by the beauty, hospitality, and overall atmosphere of this hotel. We landed at the airport, took a super quick uber trip, and had our toes in the sand within the hour. The property has four lovely pools, two hot tubs, many restaurants and bars, shops, gym, spa, a nightclub, casino, and a gorgeous private beach. Our king room was huge, clean, and comfortable. What made the stay exceptional though was the staff. Everyone was so friendly, kind, and welcoming. We have to shout out the multiple staff members who helped make our trip so memorable. Coralys at the front desk, Vivian and Omir at the outside bar, Amanda at the pool/towels station, Marco at the beach bar, and Laura on the cleaning staff. Thank you for giving us a weekend in San Juan that we will never forget! We hope to someday return.

This hotel was once a premier and impecable resort property before Fairmont purchased it and expanded the property. It is a dump and even after renovating it 2x for tens of millions in 2016 and then again after hurricanes in 2017 this once proud property is a complete disgrace! We knew it as The Old El Juan Hotel and Casino for years but everything changed since 2009! Never again will I come back here!

What an amazing experience!! Best time ever!! Clean beautiful hotel with so much to do. And the staff is amazing!!! Yoel and Francis at the front desk rollled out the red carpet for us from check in to check out!! We will definitely be back!!!

This is a terrible Hotel. We Booked 4 rooms for 5 Nights it’s 5:30 pm and we still don’t have a room. Where is the Management????? We Ispent tens of thousands of dollars for this mini vacation and it’s really discouraging to run into these problems. We also book a suite for 8 people and one of the beds is not habitable. Is this anyway to run a hotel?????? We will not return! Everyone be advised stay far away from this hotel. They Do Not have Your interests!!! Do even think Of Booking a Room here! Extremely disappointing