Caribe Hilton

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 7741 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-3.5

    5 most recent TripAdvisor reviews:

    Disappointing

    Reviewed by cw87777() on Apr 21, 2021

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Pre-Covid, this hotel used to be one of the best hotels in San Juan. With the recent rebound in travel I am disappointed that they are unable to return to the previous level of expectations and service. The pro’s: The location is great. Plenty of dining options within a 10 minute walk. Rooms are nice - bathrooms are spacious. The con’s: Long lines for breakfast, overcrowded beach, hotel appears to be severely understaffed, poor customer experience during check-in, mediocre drinks at a VERY expensive price. The beach is overcrowded and used towels are spread across lounge chairs even after guests have departed. This makes it difficult to determine which chairs are taken and which are not. Hilton Caribe, you have to come up with a better solution for this. There are two places to grab breakfast in the morning: Plan for a 20 minute wait as the lines are very long - very inconvenient if you’re trying to grab & go and get on with your day. These items in themselves would have resulted in a three star review, but the way check-in was handled is why this review resulted in a two star rating. There was a wait for check-in as there were only two employees working on a busy spring-break morning. No big deal as these employees were doing the best they can given the circumstances, and I commend them for this. I had to return to switch rooms and once again there was a line at the check-in desk. One lady, who I assumed to be a hotel guest, appeared to be very upset and seemed to be admonishing one (out of the two) employees for about 10 minutes. I later learned this woman was a manager. Recommendation to this manager: next time refrain from publicly admonishing 50% of your staff at the check-in counter while you have multiple customers in line waiting to be helped. Leaving one employee at the counter to handle everyone is not a customer-centric approach to managing a business.

    Individual ratings:

    Rooms

    Rooms-4

    Service

    Service-1

    Awesome memory

    Reviewed by Dave P(Stoney Creek, Canada) on Apr 19, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Miss this hotel, been there twice and really loved the atmosphere. Walking into the lobby, you can see straight through to the ocean! It has been awhile since I have been. After all travel restrictions are lifted would definitely go back !

    Poorly trained staff and does not hold up to the Hilton service expectations

    Reviewed by puglovinsarita(Los Angeles, California) on Apr 19, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Sylviamarie was the only saving grace of our experience at the Caribe Hilton. She managed to step in a friendly caring way that reduced the stress and anxiety we were experiencing from really poor communication after dealing with staff such as Mariana wasting our time in line multiple times bc she did not handle our reservation extension properly. And the lines were unreasonably long each time. Due to Covid 19 restrictions I expected a scaled down experience. I didn't expect no hotel toiletries, room barely clean, specifically on the floor in the room were wasabi nuts strewn about next to a chair upon arrival. We requested room service every other day. Surprisingly a week later they were never vacuumed up which definitely raised our brows to their actual level of cleanliness. I call it "surface cleaning." Room safe didn't work, called for assistance, took nearly an hour for "security" to actually arrive to fix it. That's after going downstairs and being approached by a male hotel manager that was friendly and saw the look of confusion on my face and he called it in again and made certain someone actually arrived. Returned to our room after an adventure and was locked out due to miscommunication after extending our trip. Went to lobby and exceptionally long lines. Stopped an employee and they said you have to go wait in that line. Wasted time on multiple occasions to clear up our reservation. Barely made our appt to Zen spa due to time wasted. Tried to relax there but unfortunately the worst massage we've ever had. I was called in the room 5 minutes or so later than my friend then released at least 10 minutes sooner. Masseuse spent first 5 minutes or so searching for lavender fragrance, when she returned she worked slowly spending more time moving towels and making adjustments than actually giving a massage. Never touched my neck. I guess another scaled down experience. When I met up with my friend afterwards she was upset at how horrible her service was as well. Felt obligated to tip on poor service delivered by what seemed like inexperienced or exhausted masseuses. Waste of money. Out by the beach one server ignored us and refused to acknowledge our existence as he continued to help the people next to us and cater to their every need. Once it was eventually established that we were excellent tippers never had that problem with the other servers. All the others were very kind and more than made up for our first experience. Servers that helped us were ALL exceptional and great friendly personalities. Lastly, it seemed as if everyone is prepared to say NO before you even speak. Went to Rustic for a pickup order. Guy at the door said NO and shook his head before we could even make it clear we phoned ahead for a pickup. Once I said please listen... and repeated myself he understood. Overall this place does damage to the Hilton brand. It's a beautiful hotel in a great location but the staff needs more training at every level. Oh and I forgot one day we came back to the room and housekeeping forgot to leave washcloths. When I stepped into the hallway and ask she said no you have them inside. I said ma'am you're welcome to come in and see but we just came in and there are none. She continued to insist they were put there so I said if you don't have any please just say that, no need to insist they were put there and I've somehow misplaced or can't find them. Really I think they were all out and cutting corners. Happy to say later that day I found a bag of them tied to the door handle. But geez... come on why am I begging for a washcloth. Why??? Zero chance I'll ever be back. 5 Stars to Morton Steakhouse and Starbucks... excellent, excellent each and every time we went!

    Individual ratings:

    Rooms

    Rooms-3

    Service

    Service-2

    I stayed in nicer 3 star holiday inns. The private beach in the city is nice.

    Reviewed by mom063575(Union, Kentucky) on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    The pool and private beach is very nice, the food options are very limited, I expected a lot more fish options and there were basically none. The food available was good and high quality. The room left a lot to be desired was not 4 star quality. Stains on carpet, AC ran 24/7 and was noisy and never made it to the 73 degrees we had it set at. Patio door was installed not square so would never fully shut also lock was not operational. Shower arm would come out a foot when turned on. We didn’t complain about it we just lived with it. Not 4 star quality room, pool and beach were 4-5 star though.

    Individual ratings:

    Cleanliness

    Cleanliness-3

    Location

    Location-5

    Rooms

    Rooms-3

    Service

    Service-4

    Value

    Value-4

    Caribe Hilton The Best

    Reviewed by effiemitchell(Brooklyn, New York) on Apr 15, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I would recommend Caribe Hilton To Anyone That’s Traveling To PR .. I Loved My Suite... Thanks , The food was pricey but good, every time I request for Toiletries , Sheets, The Services were Available and sent to the room on time

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-3

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5