San Juan Marriott Resort & Stellaris Casino

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 7746 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Doing its best

    Reviewed by Lestat1973(San Francisco, California) on Sep 08, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Have stayed here multiple times. These are not usual times. Puerto Rico is essentially closed for tourist business, same as Hawaii. I had to go for a family emergency, but I knew this would not be the usual leisure stay. For starters the hotel has open only the top 3 floors, it’s pretty empty. At no point had to wait more than a few seconds for an elevator. There is no room service, coffee machine in the room was not there, imagine due to COVID precautions. There is no daily room service, I believe it’s only 2x week, but did get my towels changed daily on the 3 days I was there, not a biggie for me I can make my own bed if I chose to. The restaurants are not open, neither is the pool or pool bar. The lobby bar is open until 7pm, after that they can’t serve alcohol due to governors executive order, also applies all day Sunday. Had no problems eating at restaurants in front of the hotel, also Starbucks was open and small cafe in hotel lobby was open. Beach is open but you have to wear a mask at all times, it’s hot believe me, and you can only be there if exercising or walking, cant just sit, lay at the beach nor take a swim. Police is constantly patrolling back and forth and they enforce the rule. There were very very few people walking at the beach. The views from the room are great though, AC worked well, bathroom big enough. This time couldn’t stay at a corner room as usually do since made reservation day before. Was staying at airport hotel due to late arrival but decided to change it. Will review that disaster later. The receptionist, couldn’t catch his name, was extremely helpful when I arrived at about 9am, my room was ready and he was very thorough in explaining what was open and what not, the whole process from getting there to get a key took less than 5 mins. Parking also a breeze, barely any cars. Overall if you have to go to PR it’s still a great place to stay.

    Smelly, crowds, Bad service and communication.

    Reviewed by S918Q() on Jul 21, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Marriot is a big hotel of 500 rooms, lets start with the long line of people waiting for the elevators because only two elevator work. In weekends, the hotel resort is full of local people because of the 35$ pass/day. Crowded place because of the unlimited number who buy day pass in resort. You will smell marijuana everywhere. The pool is very shallow, not even 4 feet. Moreover, On there website, all the amenities were listed as available with the hours, and 6 restaurants when there is only two of them with limited menu. We have been told by the reception that the spa and gym will be open on 15 July. Thereby we made our reservation on this place, but they were not honest about it. I wish they told us ahead that they don’t know for sure when it is gonna open because of Covid. Although they directed us to go the spa next street, I really don’t understand why other places open in San Juan but not the Marriott . For the beach, they take out the chairs you set On after 6 PM. Which it is not convenient especially in Breezy days in Puerto rico. Also, they have told us that the Bar is opened until 10 Pm every night, but were shocked when it was closed at 8:20 pm. after asking why, we found out that the bartender leave if there is no customers, it is very sad for big place like the Marriott to be inconsistent in hours and services. Plus when the bar was open, they can not make some cocktails because their bars are not fully stuck. Same thing with their restaurant, there is only 3 choices for breakfast And two for dinner/launch. One day we went to order pizza, but they had to go and get dough from outside shop. After giving us the room key we were surprised that the room was hot, no coffee machine, no microwave in all rooms. Then we told them and they changed the room but the other room’s TV does not work. Again, we talked to them 3 times and finally they change it to another Tv that has not set up to any channels. Called them 3 times to get clean towels and waited two days for that We paid 355$/night for a week, we had 500$ credit in the hotel to be spent, with the limited menu and bar and closed spa and Gym we were not able to spend all of it. It worth mentioning than it can not be used for some service such as laundry. they told us we can use it for later but after checking out I tried to by some pastry from them they said that they can not because I check out, then I asked them if I check in now will I be able to use my credit? They said NO. I am very disappointed with how the mislead me in my vacation, I did not like how they communicate, they use Covid 19 as excuse for the bad service. Worst vacation ever!

    Individual ratings:

    Service

    Service-1

    Value

    Value-1

    Stay elsewhere

    Reviewed by jenweldoza() on Jul 18, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Soooo disappointing!!! Spend the extra money and stay elsewhere. The hotel room was such a mess. The shower wasn’t properly cleaned nor was the drain. We ended up cleaning it ourselves so we could take a proper shower. We also booked our room about a month prior and were not properly notified about the COVID changes. I might have missed this, but I even looked at my emails to make sure I didn’t miss the part that said room cleaning would only be offered once during our stay. The hotel is in front of the beach. Give me a break. You bring so much sand with you that it’s impossible to be comfortable after not having the room cleaned after just a day. The beach atmosphere could also use some improvement. They don’t seem to have any smoking regulations on the beach as people were smoking left and right and disposing of there cigarettes in the sand. So disgusting. Don’t recommend for honeymooners or families.

    Hardly a 4 star !

    Reviewed by leprecan42() on Jul 18, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    This hotel was worse than a 2 star. The first room we got had a broken air conditioner. They gave us another room and the TV didn't work properly. Over a period of 5 days they gave us another remote. That was not the problem. I requested a tech, but after 2 visits, he didn't get it fixed. We gave up on that. Took 2 days of repeated requests to get more towels. And beware, this hotel claims to have several amenities. I asked about the spa and gym. They said that they were closed and to go down the street to others located outside the hotel. Also, no breakfast buffet. pool bars close at 5 PM, even though the pool was open till 11. The inside bar closes whenever they feel like it. 8:30 one night, 9:30 sometimes. On weekends, they sell day passes to the locals, so the hotel was full of boisterous people and the smell of marijuana everywhere. Be prepared to fork over $50 per day deposit, even though I had $500 in hotel credit. I can't imagine a hotel with over 500 rooms, having this many incompetent employees and very little in the way of service and the lack of amenities. Please do not believe what you read on their website.

    Individual ratings:

    Rooms

    Rooms-1

    Service

    Service-1

    Value

    Value-1

    Beautiful view

    Reviewed by 968genevieveb() on Jul 16, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My daughter (13 y/o) and I stayed here in early March 2020. We had such a good time. We enjoyed both pools and especially the beach access. Great location, close to lots of amazing restaurants. The staff was so warm and welcoming and went above and beyond to make sure we had a great first trip to Puerto Rico.