Fairmont El San Juan reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.0
  • Service 4.0
  • Value 3.5

1697 TripAdvisor reviews

TripAdvisor users rated this property 2 out of 5

Disappointing stay

tindc (Washington,DC) on Jul 12, 2024

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.

TripAdvisor users rated this property 3 out of 5

Bad First Impression - Nice beach

Carl L (Princeton, New Jersey) on Jul 09, 2024

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.

TripAdvisor users rated this property 2 out of 5

Scammers

Sherpa46273972652 on Jul 04, 2024

Good lobby, there is a gym and tennis court. Low quality restaurants, the people in the reception are not there most of the time. Scammers by undeclared tax and fees. Poor room services. Average location. I don’t recommend if you are expecting 5 starts services. I would say the worst fairmont you will ever visit.

TripAdvisor users rated this property 1 out of 5

Beware.

reneelyndal (Middletown, Delaware) on Jul 04, 2024

Extremely disappointing. This was likely a great hotel 20 years ago. Needs a serious refresh. And honestly, just filthy all around. When we first got to our room, there was chewed gum stuck to the bedside light.. the shower amenities were also empty. While we did juts do an entry level room, the view was awful. Like Motel6 quality. The public restrooms in the lobby were equally as bad, if not worse. Many doors were missing locks, tampon wrapper on the floor, bathing suit liner on the counter. The padding on the chairs at the pool have rips and holes, even the paid cabanas are extremely worn and run down. I try not to be a complainer but these things are completely unacceptable for the cost per night of this place.

TripAdvisor users rated this property 5 out of 5

Old world elegance; outstanding service

gemlibaries (Westport, Massachusetts) on Jul 01, 2024

We have just returned from an unbelievable first trip to Puerto Rico and a great stay at the Fairmont El San Juan! Culture culture culture-so rare; especially sometimes with Caribbean vacations, but this was not the case. Immediately entering the gorgeous lobby it’s like you are transferred to another era! It’s so beautiful it feels almost out of place not dressed to match the decor. The staff is top notch , Garbriel was especially helpful but truthfully everyone was wonderful-I really really appreciate the Beach Club staff. We always had readily available chairs and umbrellas. An added bonus to our stay was the Miss Puerto Rico Universe pageant, it was such a fun and vibrant environment. I think my husband said it best-it felt like a “Gatsby party”; truly iconic.. Fantastic hotel and a fantastic island. We hope to return!

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