Pillowtop beds, in-room safe, blackout drapes, soundproofing
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Reviews of Fairmont El San Juan Hotel

5 out of 5
Fairmont El San Juan Hotel
6063 Isla Verde Avenue, Carolina

Reviews

8.0

Very Good

Rating 10 - Excellent. 637 out of 1292 reviews" "
Rating 8 - Good. 266 out of 1292 reviews" "
Rating 6 - Okay. 175 out of 1292 reviews" "
Rating 4 - Poor. 100 out of 1292 reviews" "
Rating 2 - Terrible. 114 out of 1292 reviews" "

8.6/10

Cleanliness

8.4/10

Staff & service

8.4/10

Amenities

8.4/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

8/10 Good

Eldrick

Liked: Cleanliness, property conditions & facilities
Great staff except for security was asked twice was I a resident there when I in fact was staying in the villas and didn’t see that interaction with anyone else except me and partner.
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 17, 2024
We very much appreciate your feedback regarding your stay at the Fairmont El San Juan Hotel. It is always a pleasure to receive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience.

10/10 Excellent

Sara

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best hotel I’ve stayed at in Puerto Rico
Stayed 1 night in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 13, 2024
Thank you for the great rating and comment of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

gina

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very expensive
Stayed 2 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 13, 2024
Thank you for the rating of our hotel! We have shared with the appropriate team members so as to look into future improvements.

10/10 Excellent

SHEENA

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice hotel
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 13, 2024
Thank you for the great rating and comment of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

8/10 Good

Cherry Ann

Traveled with family
Liked: Cleanliness, staff & service
Our room had a view of the casino roof and some of the plaster on the wall had come off previously. The service was very nice. The power had cut out a few times when we first arrived. There were a couple of girls stuck in the elevator while the power was cutting out and their screams were disconcerting. I believe they were ok from the ordeal. We used the stairs after that. We were rarely on the property. We had a full itinerary, exploring the island. The valet team as well as the team working the towels and pool were all very attentive. Housekeeping was always on point.
Stayed 7 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 13, 2024
It is always a pleasure to receive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience.

10/10 Excellent

Rachel

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved our stay. This property is beautiful and the buildings and greenery are beautiful. Our bungalow was perfectly situated to the pool, dining, and beach, and the room was updated and lovely. Housekeeping did a wonderful job, and all of the staff were extremely friendly and polite and went above and beyond. We would definitely return!
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 13, 2024
It was a delight to welcome you to the Fairmont El San Juan, we appreciate your review. We're happy to know our amazing team and amenities were the highlights of your stay. Staff is a top priority to us, and your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.

6/10 Okay

James

Traveled with family
Room's were overpriced, food was overpriced and not that good. The mosquitos and cats were terrible. I can't honestly recommend the place to anyone I care about.
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 4, 2024
Thank you for taking the time to tell us about your experience at the Fairmont El San Juan Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Fairmont, we strive to provide a superior service experience for every customer; therefore, your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the topics mentioned and prevent future occurrence.We appreciate your sharing your concerns

4/10 Poor

Randy

Light would h go on out unexpectedly
Stayed 3 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 4, 2024
We apologize for the inconvenience this situation caused during your visit. The Power Company had several interruptions in the Isla Verde and surrounding areas. The property does have a generator that starts working once the power goes out and when the power returns the generator turns off automatically.We do hope this does not deter you from returning in the future.

10/10 Excellent

Stephanie, West Miami

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Rooms was spacious and very nice. Loved the shampoos and soaps! I love Lelabo… had some minor inconveniences, but staff took care of it right away as well as customer service. I would more than gladly stay at this property again.
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 13, 2024
We very much appreciate your comments regarding your recent stay. It is always a pleasure to receive such positive feedback and I will be delighted to share your kind comments and compliments with all our colleagues.Thank you again for sharing your experience and we look forward to warmly welcoming you again in the near future.

8/10 Good

frankie

Liked: Property conditions & facilities
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 4, 2024
Thank you for rating your most recent stay with us. We look forward to seeing you again.

4/10 Poor

Kenneth

Disliked: Staff & service, property conditions & facilities
A beautiful wine & beverage refrigerator… empty. Not just mine, all rooms, empty. Unacceptable especially for a hotel claiming to be a Fairmont. Check-in took over 1/2hr with only 4 others in front of me. After a long day of circling in the air and being diverted to PR, just wanted a relatively simple check-in and cold water. $700 does NOT justify this hotel AT ALL!
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Mar 31, 2024
Thank you for taking the time to tell us about your experience at the Fairmont El San Juan Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Fairmont, we strive to provide a superior service experience for every customer; therefore, your feedback is very important to us. We appreciate your sharing your concerns.

6/10 Okay

Tara

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Overpriced, the hotel smells of mildew and needs to be cleaned up and painted. Limited dining that was very expensive and not very good. The staff were friendly and spa was good (but very expensive). Stay at the Marriott for a better experience
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Mar 31, 2024
Your feedback on where we fell short is gratefully received, as we are committed to improving our accommodations and service. We appreciate you taking the time to share.

8/10 Good

Jennifer

Traveled with partner
Liked: Cleanliness, staff & service, amenities
Everything was very expensive. The pools were nice. Staff were very friendly. Our room was nice but needed cosmetic work. My biggest complaint was there was a constant sewer smell by our pool room suites. Restaurant in the hotel were food. Cana for dinner was good I had the sword fish. Il Sole Pizzeria Was the best food on the property. Banyan tree side grill by the pool had good fish tacos and chicken sandwich. Casino was small but ok. We won a little but not as much as we do at bigger casinos.
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 24, 2024
It was a delight to welcome you to the property and we appreciate your review. We're happy to know our amazing team and delicious food options were the highlights of your stay. Your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.

8/10 Good

Stacy, West Salem

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 24, 2024
Thank you for rating the property. We will share with the team so that we can continue focus on improving for guest satisfaction.

2/10 Terrible

Nia

Stayed 2 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Apr 13, 2024
We very much appreciate guest feedback regarding their stay at the Fairmont El San Juan Hotel. At your leisure if you could share what led to the rating, we will be happy to take into consideration for future improvements.

10/10 Excellent

Stephanie M

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The El San Juan and Isla Verde are absolutely beautiful and very convenient to get away. would highly recommend
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 17, 2024
Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

Luis, San Lorenzo

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great staffs
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 17, 2024
Thank you for the great rating and shout out to the staff! We are glad that you enjoyed your visit and hope to see you again very soon.

10/10 Excellent

Jessica

Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 24, 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

Erika

Traveled with family
This was my first time staying at this hotel and my family and I absolutely loved it. The food and drinks were pricey but I was not surprised by this. However, I was surprised by the attitude from some of the staff. Most of the staff we came in contact with were very friendly and eager to help in any way they could. I cannot say that about some of the bar tenders. Two bar tenders in particular seemed annoyed whenever I walked up to the bar to place an oder. I did notice they were also cold to other people placing orders at the bar as well. I stayed on the third floor and the music from the lobby sound like it was coming through the floor! Other than that, I had a good experience and would go back in the future.
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 17, 2024
We very much appreciate your comments regarding your stay and the staff at the Fairmont El San Juan Hotel. It is always a pleasure to receive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be even better than this stay.

10/10 Excellent

Janet L

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 24, 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

2/10 Terrible

Yanelis Perez

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 17, 2024
Thank you for taking the time to share your feedback. While I wish you had a better experience, feedback is what we learn from and use to improve. If you could share details, we would appreciate it.

10/10 Excellent

Dianna

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Pools area are clean and the beach is beautiful
Stayed 5 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 13, 2024
Thank you for sharing your rating and feedback for others to read. We look forward to seeing you return soon!

10/10 Excellent

Thad

Traveled with partner
Liked: Amenities
This hotel had the best people working there. So helpful , kind and informative. The beach was spectacular along with the beach staff. Great food and the casino was a good time too ! From the minute we checked in to the minute we left just awesome here !!!
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on Mar 13, 2024
It was a delight to welcome you, and we appreciate your review. We're happy to know our amazing team and delicious food options were the highlights of your stay. Your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.

10/10 Excellent

Laurie

Stayed 3 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Mar 31, 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

Laurie

Stayed 3 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on Mar 31, 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

2/10 Terrible

Enrique

Disliked: Staff & service, property conditions & facilities
Response from Yvonne Ramos, Director of VIP services on Mar 6, 2024
Thank you for taking the time to rate us. It seems that we did not live up to your expectations. At your leisure we would appreciate to read what can we do to improve services/amenities for future enjoyment. Guest feedback is extremely important for us to help improve.

8/10 Good

Julieth

Liked: Cleanliness, staff & service
Rooms has carpets with moisture smell
Stayed 4 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on Mar 6, 2024
We appreciate you sharing your feedback with us. I have shared with the appropriate teams so we can focus on improving the topic at hand. We look forward to your return in the future.

10/10 Excellent

Emily

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful place and perfect for someone wanting beach and pool options! Needs more dining options though!
Stayed 3 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on Mar 2, 2024
We appreciate your sharing your feedback and concern. We have shared with the appropriate team members for future improvements. It is our hope that you will give us the opportunity to better serve you in the near future.

2/10 Terrible

Vladimir

Stayed 4 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on Mar 24, 2024
Thank you for rating the property. Feedback is important so we can work on improvements. At your leisure we look forward to hearing what can be done for future satisfaction.

8/10 Good

Shady

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was good but the pools were always at capacity with little open seats available unless you go early to get your seats.
Stayed 7 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on Mar 2, 2024
We appreciate your sharing your feedback and concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

2/10 Terrible

Mayra M

Stayed 3 nights in Feb 2024
Response from Yvonne Ramos, Director of Guest Relations on Mar 2, 2024
We are saddened to see your rating and want to extend our sincere apologies for whatever issues you encountered. Your feedback on where we fell short is gratefully received, as we are committed to improving our accommodations and service. We look forward to hearing from you soon!

10/10 Excellent

MICHAEL PETER

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Outstanding service. The staff was able to accommodate several uncommon requests and needs that we had without any hesitation! Beach staff was also quick to please with towels shade umbrellas and food and drinks.
Stayed 6 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on Mar 2, 2024
Extremely appreciative! Your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.

2/10 Terrible

Dennis

Stayed 1 night in Feb 2024
Response from Yvonne Ramos, Director of VIP services on Mar 24, 2024
Thank you for rating the property. Feedback is important so we can work on improvements. At your leisure we look forward to hearing what can be done for future satisfaction.

10/10 Excellent

Eneida

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is our 2nd time at The Fairmont El San Juan Hotel. Staff was awesome, Food was great and this is our favorite place to stay.
Stayed 5 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

Jaclyn

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

8/10 Good

Joanne Marie

Traveled with partner
Liked: Amenities
Overhead shower in the room did not work. Front desk staff were not responsive to our daily requests to fix it.
Stayed 5 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
We are saddened to read your review and want to extend our sincere apologies for the issues you encountered. Your feedback on where we fell short is gratefully received, as we are committed to improving our accommodations and service.

10/10 Excellent

Barbara

Traveled with family
Liked: Staff & service, amenities, property conditions & facilities
Very good shows at the hotel
Stayed 2 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
Thank you for the great rating and review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

8/10 Good

Blaise G

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Enjoyed the bars and pools and the entertament As far as the Cana the dinner was very poor to spend 60 dollars for a paella and the service was not good and the place was not even crowded I was better off eating at the bar again And the surcharges on everything is crazy I arrived on the evening of the 27th and left at 4am 0n the 31th why am I charge reseort fees ? for those dates
Stayed 4 nights in Jan 2024
Response from Yvonne Ramos, Director of VIP services on Mar 9, 2024
Thank you for sharing your comments with us, feedback such as this helps improve for future enjoyment. Please feel free to reach out to anyone of us to assist in clarifying any doubts. We look forward to hearing from you.

10/10 Excellent

Gabriel

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent hotel, beautiful beach access and a lot of amenities.
Stayed 3 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
Thank you for the great rating and review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

4/10 Poor

Jessica

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Room was above the night club and and pounding noise from the speakers u till 3am for 3 nights felt like punishment.
Stayed 3 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
Thank you for choosing to stay with us during your recent trip. Our goal is to provide every guest with a wonderful experience, and we're disappointed to learn that wasn't the case for you. We offer our sincere apologies for the service you received that was short of expectations.

10/10 Excellent

Lakeisha

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
This facility did NOT miss! The customer decor, amenities, cleanliness, etc is A1! Absolutely my favorite place to vacation!!
Stayed 2 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
Thank you for the great rating and review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice but too expensive for what they offer.
Rooms were nice, clean and comfortable. Beautiful Lobby. Nice Food. Lady at check in was very nice with us. Bars or activities around the pool weren’t that good for a hotel this”luxurious”. Staff in the pool kiosk could have been more attentive and look for alternatives to make a better guest experience.
Stayed 2 nights in Dec 2023
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
We very much appreciate your feedback regarding your stay at the Fairmont El San Juan Hotel. It is always a pleasure to receive these types of comments. I will share your review with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience.

10/10 Excellent

aleesha

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Yvonne Ramos, Director of Guest Relations on Feb 13, 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

6/10 Okay

Felix

Liked: Cleanliness, staff & service
For the price they should at least fill the mini bar at least with water so you don’t have to walk in the hallway to get some water.
Response from Yvonne Ramos, Director of Guest Relations on Jan 10, 2024
We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

10/10 Excellent

Fabian

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is an older hotel that has been renovated and is well maintained. It is located in a busy, walkable neighborhood near the airport. Dining options at the hotel are good. There are more affordable options within walking distance. There is significant airport and street noise at all hours. The staff is friendly and helpful. The beach is clean and full of tourists and locals. Isla verde outside of the hotel has the feel of 1980s Miami Beach. That is to say, it’s a busy beach town that looks a bit gritty and has not yet become overpriced.
Stayed 4 nights in Dec 2023
Response from Yvonne Ramos, Director of Guest Relations on Jan 10, 2024
Thank you for being our guest at Fairmont El San Juan and for taking the time to share your review. We are thrilled our friendly staff helped you have a great visit. Please come see us again on future trips to the area.

6/10 Okay

James

Stayed 4 nights in Dec 2023
Response from Yvonne Ramos, Director of Guest Relations on Jan 10, 2024
Thank you for the rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A beautiful, elegant, well kept resort. The staff was very friendly, courteous and helpful. They are accommodating to children but draws a mix of singles, couple and mature adults. Lots of music in the pool area. The NYE party was fantastic. Full of dance, energy, and well managed. I would definitely celebrate NYE there again!!
Stayed 1 night in Dec 2023
Response from Yvonne Ramos, Director of Guest Relations on Jan 10, 2024
Thank you for taking the time to leave us a review. We are glad that you appreciated our team and enjoyed your accommodations. You wanting to return is the best part of the review. We look forward to welcoming you back.

4/10 Poor

Sharon

Traveled with family
Liked: Amenities, property conditions & facilities
Disliked: Staff & service
We stayed just a few two years ago and had a positive experience. Wish I could say the same with our last trip at the end of January. We were booked in a room with patio on the 3rd floor. BE AWARE! The night club blasts music until 5am Thursday-Saturday, so unless you are on floors 5 or above, you will likely hear (and feel) the music all night. When we asked to have our room changed the next morning, they were not able to move us as they were booked. There were many upset guests the next day and management seemed used to it. It does not make sense to book guests on floors 3 & 4 when they know the club will be open. We were not even given a heads-up at check-in. If you do stay here, make sure to ask for a room on the 5th floor or higher.
Stayed 4 nights in Dec 2023
Response from Yvonne Ramos, Director of Guest Relations on Jan 10, 2024
We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

2/10 Terrible

Georgeta

Stayed 2 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on Jan 10, 2024
Thank you for your rating. We are disheartened to see somehow; we were unable to meet your expectations this time around. We do hope you get to share more details so that we can focus on improvements.

8/10 Good

Herta

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay.
Stayed 1 night in Dec 2023
Response from Yvonne Ramos, Director of Guest Relations on Jan 10, 2024
Thank you for sharing and we do hope to see you return soon and enjoy even more of our amenities.