TripAdvisor Traveler Rating

We were very disappointed with our stay at the Fairmont El San Juan. We booked their top accommodation, the Casa Del Mar villa, which includes a living room, bedroom, two baths, patio, private Jacuzzi, and sundeck. However, much of the outdoor furniture shown on the hotel’s website was missing: there were no couches or sunbeds, only a dining table with six chairs and two small sitting chairs. The furniture inside the suite was also dated and a little worn, far below what we expected at this level. Our friends stayed in a regular room on the third floor, directly above the nightclub, and were unable to sleep because of the noise. The front desk did not resolve the issue initially and only agreed to comp that night after repeated complaints. Around the pools, it was difficult to find a comfortable place to sit without paying extra. Sitting by the adult pool required an additional fee for sunbeds, and many good spots were taken up by cabanas with a required minimum food and beverage spend. On the beach, guests are warned about bug issues and told to apply insect repellent, which did not feel very relaxing. Breakfast, which was included with our suite, was below average and not in line with what we associate with the Fairmont brand. The one positive was the staff, who were generally friendly and tried to be helpful, but this could not make up for the dated facilities, constant extra charges, and overall poor value for money.

Absolutely disgusting hotel . After waiting 7 hours to get into the room which was diabolical . Tatty , dirty carpet awful creased bed linen that looked as though it had already been slept in only to find the room change we asked for was just as bad . The safe wasn’t even screwed down so anyone could just walk away with it .. Fairmonts we have previously stayed in were so much better . This is a joke . Premier inns are better .

We got the last room available in town because of the blizzard in the northeast stranding thousands . It was not cheap at 550 per night but I could see why. The entire complex was top notch. Bars, casino, shops, pools, room all beautiful. Loved our stay there .

The worst! There was a dirty, old bandaid at our front door. The shower ceiling was covered in dirt. The door did not shut when you left the room-had to be locked from the inside to close properly-bungalow 105! Not very safe with my belongings inside! Service at breakfast was non existant-had to leave after pouring my own water several times with no server. No berries, smoked salmon etc on the buffet. The host was telling people at entry that they were very short staffed and sitting at the bar would be the only way to get drinks in a timely manner... it was full! Check out is about as slow as it can get. Called for my bags and nobody showed up after 30 minutes. I waited 20 min to get a new key made since my daughter was sick- and they gave us an extra hour but the key stopped working at 11:00 am. Avoid at all costs!

A year ago, my wife and I took a trip to Puerto Rico and stayed at the Fairmont El San Juan for 4 days. It was nice so we came back this year and stayed for 4 weeks as a trial run for “snowbirding” to Puerto Rico from Michigan. Frances checked us in. She is a star! She was very personable and friendly. We feel that she was a major reason that we enjoyed our stay as much as we did. For example, when she realized that we were staying for a long time, she asked her manager to upgrade us to a villa at no charge. She personally escorted us to the villa to make sure that we preferred it to the assigned room. Every week, she sent us a little “gift” such as a fruit and cheese platter with wine. Every time we passed the front desk, she chatted and gave us good advice. It was like having our own private concierge! The hotel is fantastic. It is pretty, very well maintained, and has a great staff. The pools are beautiful. The beach was our favorite. The water is shallow for a good ways out and is warm. The Chico Cabaret lounge had great entertainment and a cool vibe. The fitness center is large. We are going to make this 4 week visit to Puerto Rico, an annual event. Frances is the main reason that we will stay at the Fairmont El San Juan!