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Reviews of My Hotel in Puerto Rico

3.5 out of 5
My Hotel in Puerto Rico
206 Fortaleza St., Old San Juan, San Juan

Reviews

7.2

Good

Rating 10 - Excellent. 95 out of 277 reviews" "
Rating 8 - Good. 72 out of 277 reviews" "
Rating 6 - Okay. 45 out of 277 reviews" "
Rating 4 - Poor. 31 out of 277 reviews" "
Rating 2 - Terrible. 34 out of 277 reviews" "

8.0/10

Cleanliness

7.6/10

Staff & service

7.0/10

Amenities

7.6/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

8/10 Good

Selene

Liked: Cleanliness, amenities, property conditions & facilities
Overall the place is nice looking, secure and clean. I was unsure about the reservation because I never got a confirmation from the hotel. Bed was very uncomfortable, my room was under a staircase and I could hear people going up and down the stairs. What I like of this hotel is that is very secure, you can only access to the hotel with a code. The location is very conveniente, it’s in the middle of old San Juan, restaurants and attractions were at walking distance.
Stayed 1 night in Apr 2023
Response from Management on May 6, 2023
Thank you so much for your kind words, Selene. We really appreciate you taking the time to share your experience with us.

8/10 Good

James

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
Front desk was always closed. No coffee.
Stayed 1 night in Apr 2023
Response from Management on May 4, 2023
Thank you for the review.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I LOVED EVERYTHING ABOUT THE PROPERTY. IT IS VERY QUIET, EXTREMELY CLEAN AND ULTRA SAFE. THE STAFF IS VERY FRIENDLY, PROFESSIONAL AND POLITE. THE AREA IS SAFE AS WELL AND EVERYTHING IS STEPS AWAY. PHARMACY, CLOTHING STORES, THE CATHEDRAL, MANY CHURCHES, SUPERMARKETS, THE FORTRESS, BARS, RESTAURANTS ................YOU NAME IT ! THIS IS THE ONLY HOTEL, I'VE BEEN STAYING EVERY TIME I VISIT MY OLD SAN JUAN BECAUSE, I TRAVEL ALONE AND THIS HIDDEN JEWEL HAS EVERY THING I NEED !!!!!!
Stayed 4 nights in Apr 2023
Response from Management on Apr 10, 2023
Thanks so much for sharing your experience with us. We really appreciate you taking the time to share your rating with us. We hope to see you again soon!

4/10 Poor

Charles

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very hard to find. Very confusing name.
Stayed 1 night in Apr 2023
Response from Management on Apr 5, 2023
Thanks!

2/10 Terrible

Esteban

Stayed 1 night in Apr 2023
Response from Management on Apr 28, 2023
“Thank you for your review.

8/10 Good

Jon

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Thank you for accommodating us with a room on the ground floor.
Stayed 1 night in Mar 2023
Response from Management on Mar 27, 2023
We hope to see you again soon. We really appreciate you taking the time to share your rating with us. Thank you!

8/10 Good

Josh

Stayed 1 night in Jan 2023
Response from Management on Feb 24, 2023
Thanks so much for sharing your experience with us.

8/10 Good

Ryan

Stayed 1 night in Jan 2023
Response from Managment on Mar 11, 2023
Thank you for the review!

6/10 Okay

Bagica

Disliked: Amenities, property conditions & facilities
Stayed 1 night in Dec 2022

10/10 Excellent

Jill

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect location hotel
Manager was friendly And accommodating. Boutique style hotel. All about location!
Stayed 1 night in Dec 2022
Response from Management on Feb 2, 2023
Thank you so much for the feedback! We appreciate your business and hope to see you again soon!

4/10 Poor

Qifeng

Disliked: Staff & service
Stayed 1 night in Dec 2022
Response from Management on Dec 28, 2022
Thank you for your review.

2/10 Terrible

Saelyn, caguas

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We arrived 15 minutes before checking, nobody answered the door or answered the phone , we stayed outside for nearly 45 minutes in a unsafe environment and never answered! We were left stranded in the streets looking for a place to stay, 15 minutes it’s still 15 before the time established.
Stayed 1 night in Sep 2022
Response from Management Department on Sep 27, 2022
Upper management is currently reviewing this matter someone will get back to you soon!

10/10 Excellent

Nayda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jul 2022
Response from Management on Jul 28, 2022
Thanks so much for sharing your experience with us. We really appreciate you taking the time to share your rating with us. We hope to see you again soon!

10/10 Excellent

Jose

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good
Stayed 2 nights in Jul 2022
Response from Management on Jul 28, 2022
Thanks so much for sharing your experience with us. We really appreciate you taking the time to share your rating with us. We hope to see you again soon!

10/10 Excellent

Verified traveler

Liked: Staff & service
WOW❗️ LOVED the place, it was extremely clean, safe, very quiet and sooo soothing❗️The hot water was great and so was the water pressure! Willie, the front desk person who checked me in and out was such a Gentleman. He made sure that everything was working properly; we went together and I clicked in the door code to make sure I was doing it right. That was very nice of him. I would definitely come back to this hotel, safety is a priority and I felt very safe at this place❗️ I’m a woman and I traveled alone. LOVE IT, LOVE IT, LOVE IT❤️
Stayed 2 nights in Jul 2022
Response from Management Department on Jul 19, 2022
Thanks so much for sharing your experience with us. We really appreciate you taking the time to share your rating with us. We look forward to seeing you again soon.

10/10 Excellent

Moises

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly staff, facility very clean and quiet.
Stayed 1 night in Jul 2022
Response from Management on Jul 6, 2022
Hi Moises, Thank you for taking the time to leave us such a fantastic review! We're happy to hear that you loved doing business with us. Your satisfaction is our priority, and as affirmed by your review, we pride ourselves on our exceptional service.

10/10 Excellent

Ady

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Safe, great location, friendly staff and they were flexible and allowed me to check in later than expected. Highly recommended.
Stayed 1 night in Jun 2022
Response from Management on Jul 6, 2022
We're happy to hear that you had an awesome experience! We'd love to see you again and we're looking forward to your next visit

2/10 Terrible

Oscar

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
First the sheets were dirty. And then I came back from my lunch and the air conditioner don’t work and they refused to change me to another room till I call Expedia. But they take more then one hour to give me another room. I would NOT recommend this hotel. I least if you want to wait in the lobby for 1:30 minutos for Check in. Terrible
Stayed 1 night in May 2022
Response from Management on Jul 6, 2022
Thank you for your review. I'm sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention.

10/10 Excellent

Rigoberto

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
perfect and silence
Stayed 1 night in May 2022
Response from Management on Jul 6, 2022
It warms our hearts to hear such amazing feedback! Thank you for taking the time to share your experience with us!

8/10 Good

Leslie

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lo unico que no me gusto fue el tener que hacer el check in a mas tardar las 5. Deben extender la hora del check in.
Stayed 1 night in May 2022
Response from Management on Jul 6, 2022
We are so grateful for your kind words. Thanks for sharing your review with us and the community. We are working on extending check-in time on the weekend during the off-season period.

8/10 Good

Natalie

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
excellent location
Stayed 1 night in May 2022
Response from Management on Jul 6, 2022
Thank you for taking the time to share your experience with us!

10/10 Excellent

MARTIN, PEACHTREE CITY

Traveled with partner
Liked: Staff & service, amenities, property conditions & facilities
First time staying at old San Juan. Willie is an amazing customer service person. Place was clean charming and simple and location is perfect for the area.
Stayed 1 night in May 2022
Response from Management on Jul 6, 2022
Thank you so much for taking the time to share your experience with us and this amazing review!

8/10 Good

José

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Friendly staff, clean facilities and a great location to enjoy walking around old San Juan.
Stayed 1 night in May 2022
Response from Reservation Department on May 11, 2022
Thank you for the review!

10/10 Excellent

Luis

Stayed 1 night in Apr 2022

6/10 Okay

Stephen, riverton

Traveled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Fantastic area. That’s about the only thing I liked. I booked it because it was cheap for 6 people. There were only two king size beds available. I was hoping there’d be a futon, sofa bed, couch. Nope. We slept three per bed. It was pretty horrible. You don’t advertise a 6 person unit if you only have two beds. It was crammed, as if they tried squeezing as many units as possible. I wouldn’t stay there again. Oh, staff was very nice. There was this Haitian lady, real pleasure.
Stayed 2 nights in Mar 2022
Response from Reservation Department on Apr 13, 2022
Thank you!

4/10 Poor

Jessica

Traveled with partner
Disliked: Staff & service, property conditions & facilities
Property in a good location and walking distance. The service from the hotel manager was awful. We had a horrible flight schedule and missed the email from the property requesting information for check in. Because of this our room was not ready and we could not access the property. We thought we would be greeting with empathy but instead the women screamed and us and told us it was our fault. Horrible and made us uncomfortable our entire stay. Not someone who should be in customer service / hospitality industry . Room was very outdated, small, no windows, humid, no closet to hang clothing or store luggage and bathroom was super old (dirty looking and cracked tile).
Stayed 1 night in Mar 2022
Response from Reservation Department on Apr 13, 2022
Thank you!

10/10 Excellent

Michael

Liked: Property conditions & facilities, room comfort
Convenient Location
Convenient location in Viejo San Juan. Walking distance to all of the historic sites, shops, bars and restaurants, and everything else you would want to see in the old town. Reasonable price
Stayed 3 nights in Mar 2022
Response from Reservation Department on Mar 31, 2022
Thank you for your review, glad you enjoy your time in Old San Juan. Thank you for staying at My Hotel in Puerto Rico!

8/10 Good

Mark

Stayed 7 nights in Mar 2022

8/10 Good

Scott

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great for the Price and Location
They use solar panels for hot water so there is warm water at best. For the value and location and staff, it was very convenient and half the price of most other hotels.
Stayed 2 nights in Mar 2022
Response from Reservation Department on Mar 29, 2022
Thank you for your review!

10/10 Excellent

Jeff

Traveled with family
Liked: Staff & service, property conditions & facilities
I was very surprised to find this hotel in such a great location in Old San Juan. I stayed on a Friday night so the street outside was bustling and noisy but inside the hotel was perfectly quiet. The person checking me in (Juan) was great, and the hotel was in very nice condition.
Stayed 1 night in Mar 2022
Response from Reservation Department on Mar 29, 2022
Thank you for your review!

4/10 Poor

David

Traveled with partner
Liked: Cleanliness
Disliked: Staff & service
Need to read fine print in email. No access to locked property and no help when calling provided number to explain why we couldn’t access. No one answered phone. Staff on site where not allowed to provide access even when we provided required proof of vaccination and ids in person. Had to wait over an hour for access code after emailing. Had reservation and contacted them on three occasions prior to arrival when they could have let us know we needed to provide ids and vac status before we could enter hotel.
Stayed 1 night in Mar 2022
Response from Reservation Department on Mar 26, 2022
Thank you for your review. This is a boutique hotel, as a guest booked their reservation a confirmation number is issued immediately with all the details and instructions for before arriving and during their stay at the property. It is clearly stated that the property is controlled with restricted access on the first line of the guest confirmation email. Check-in is from 3:00 pm - 5:00 pm only. No storage before check-in or after check-out. My Hotel process is express check-in and check-out and in some circumstances, we do accommodate after-hours check-in if check-in registration was completed 24 hours prior to arrival. Lately, we have seen several guests not following instructions or not even border reading the details on their reservation and just showing up at the entrance to find out they can't enter the property without booked reservation processed for check-in to access the property. Again, this is a boutique hotel and the property is controlled with restricted access. All guests must be registered for access to be granted.

10/10 Excellent

Kimberly, Brooklyn.

Liked: Staff & service, amenities, property conditions & facilities
This is the second time I stood there and I’ll be back for a third. The staff was amazing and took care of any and all my needs. About two blocks away from CVS; 1.5 blocks from the line of restaurants. The police department is within a 2 block walking distance and the government’s mansion is maybe 3 blocks to the left one you left the building.
Stayed 6 nights in Mar 2022
Response from Reservation Department on Mar 21, 2022
Glad you were pleased with our service, thank you for the review, we are looking forward to seeing you again!

10/10 Excellent

Francisco

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was great.
Stayed 1 night in Mar 2022
Response from Reservation Department on Mar 22, 2022
Thank you for the review!

4/10 Poor

guillermo

Disliked: Staff & service, amenities, property conditions & facilities
staff not very freindly or hospitable, room felt like a jail cell
Stayed 1 night in Mar 2022
Response from Reservation Department on Mar 10, 2022
Thank you for your review

10/10 Excellent

Jenny

Stayed 3 nights in Mar 2022

2/10 Terrible

jeff

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Feb 2022
Response from Reservation Department on Mar 10, 2022
Thank you for your review

6/10 Okay

Judith

Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
Stayed 1 night in Feb 2022
Response from Reservation Department on Mar 10, 2022
Thank you for your review.

2/10 Terrible

Kathleen

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel had blood stained sheets, no hot water, sporadic wifi, used shampoo, conditioner and body gel tubes in shower. TV is a joke, no volume control and very limited channels. The door has a 4 digit code, clerk couldn't find it, so we had to beg to use the front desk clerk for his. The doors are locked and no one is there after 5pm, NO ONE! Don't need help or have an emergency. The clerk tried to help, but really did not care. I would not recommend this place. The only good side it is in a great area.
Stayed 1 night in Feb 2022
Response from Reservation Department on Mar 10, 2022
Thank you for your review.

4/10 Poor

Mirtelina

Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
I waited like one hour after I got there to get my room ready, try wasn’t ready when I arrived like T 3:30. Have to wait for the guy to get to the front desk, he didn’t returned my I’d and by he vaccine card, he left it in the copier. I called for someone so I can get it back, and there wasn’t no one there. Finally I took it myself.
Stayed 1 night in Feb 2022
Response from MS on Feb 21, 2022
Rooms are ready and inspected before guests arrived. When a guest reservation is confirmed instruction is provided for the document to be submitted online before the guest arrived at the property. An assistant is provided at arrival if the guest is unable to submit it on their own.

10/10 Excellent

Patricio

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Property clean and nice No television service and no discount for not having amenity.
Stayed 1 night in Feb 2022
Response from MS on Feb 21, 2022
Thank you for the review.

2/10 Terrible

Tezel

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I wish they I could give no stars but I had to choose one of the options on the scale. I made travel accommodations for not sister and to travel to AfroNation Puerto Rico in March 2020 but never got to go because of the COVID-19 pandemic. I emailed them in October 2021 requesting a refund because not traveling was out of my control at that point; airlines suspended travel and the music festival was canceled, but also also would not have been wise to still visit amidst a global emergency. The team responded to me saying they issued a refund in February 2020 and that was not the case. I sent them copies of my bank statements for the time frame that they claimed to send the refund to assure them that I never received the $766 that I spent on accommodations. I really would appreciate getting my money back; I understand that they have a no refund policy but this situation is entirely different as it we are still experiencing this global emergency. Also, it is is absurd and disappointing that they refuse to be honest about the refund.
Stayed 7 nights in Mar 2020
Response from Reservation on Jan 21, 2022
Your concern was addressed and is still in the process noted by management.

4/10 Poor

Luz, Chula Vista

Disliked: Cleanliness, staff & service, amenities
Stayed 2 nights in Dec 2021

10/10 Excellent

Antonio

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
i like
Stayed 2 nights in Dec 2021
Response from MS on Dec 27, 2021
Thank You!

8/10 Good

Javier

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Unfortunately the internet went out while we were registering. Thankful that the staff allowed us to leave our luggage and allowed us time to explore.
Stayed 2 nights in Dec 2021
Response from RD on Dec 13, 2021
Thank You!

2/10 Terrible

Taylor

Disliked: Staff & service
Stayed 1 night in Dec 2021
Response from Reservation Department on Dec 13, 2021
Your concern was addressed and resolved immediately. Thank you!

6/10 Okay

Sarah Rosario

Liked: Cleanliness, staff & service, property conditions & facilities
It was clean, friendly, nice location, very secure.quiet.
Stayed 1 night in Dec 2021
Response from Reservation Department on Dec 13, 2021
Thank you!

8/10 Good

Verified traveler

Stayed 1 night in Dec 2021
Response from Reservation Department on Dec 13, 2021
Thank You!

10/10 Excellent

Antonio

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
It has a good location, everything is close.
Stayed 1 night in Nov 2021
Response from Reservation Department on Nov 26, 2021
Thank you!

10/10 Excellent

Brandon

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 1 night in Nov 2021
Response from MS on Nov 16, 2021
Thank you for the review, we look forward to seeing you again when visiting Old San Juan, PR!

10/10 Excellent

Camille

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Muy buena ubicación, muy buen servicio y muy limpio. Nos encanto sin duda volveríamos
Stayed 3 nights in Sep 2021
Response from MS on Sep 7, 2021
Glad you were pleased with our service, thank you for the review, we are looking forward to seeing you again!