Ratings based on 3,383 Verified Reviews

They paid and stayed. We double-checked.
4.0 out of 5
88% of guests recommend
4.2 Room cleanliness
4.0 Service & staff
4.2 Room comfort
4.0 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Everyone
by A verified traveler from Texas

Beautiful views of ocean and city

Posted Feb 1, 2016
Upscale hotel. Clean. Amazing location for enjoying beautiful San Juan. Cons were small bathrooms and dark rooms. Need better lighting, hard to even look in luggage after dark. Several places to eat on site.
4 out of 5
Recommended
for Everyone
by A verified traveler from Ballston Spa, NY

Nice hotel right on the water.

Posted Jan 31, 2016
Very nice hotel with both fresh water and salt water pools. Right on the water but access to water is on protected bay which is also public beach. Didn't get overcrowded though. No direct ocean access since that is very rocky. Very quiet. We had an ocean view room which was very nice, clean and spacious. Within walking distance to Condado beach area with other ocean front hotels and other nice restaurants. Felt very safe walking on the street, even at night since there is a lot of people out. Not withing easy walking distance of Old San Juan. Bus stop is available in front of hotel which will take you to Old San Juan for 75 cents. Runs sporadically though.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 31, 2016
Nice hotel with great amenities clean close to nice beach
2 out of 5
by A verified traveler from new jersey

One Day and Done

Posted Jan 28, 2016
Pros: Nothing
Cons: Update hotel if needed and better communication skills between personnel and customers
When we entered the lobby there was an overwhelming odor of mildew. Front desk personnel not very enthusiastic. Got up to our room and it also had an odor of mildew. We did lower the ac thinking that maybe the room just needed to be cooled down. We unpacked and went down to the pool area and had some drinks and appetizers. We left the hotel decided to explore the area a little. When we returned to our room after about 3 hours there was a notice on our door that the water would be should off the following day between the hours of 9-5. Supposedly due to a water main break. Was not happy about that. and of course the odor was still present. So at that point we decided that we were just going to leave and find another hotel. I believe that they knew about the water issue before we checked in and should have been advised at that time and we could have then decided to stay or leave and find another hotel. We booked through expedia and after a very lengthy hold time, we explained the situation to the rep and they tried to get a hold of someone at the front desk and get some additional info as far as the water situation went. They had no luck and was told that the manager was not available and would be available in the am. I would have assumed that the manager would have informed the staff about the water situation! The next morning Expedia did get a hold of the manager and we were able to cancel our reservation for the rest of the week without penalties and we left there.
2 out of 5
by A verified traveler from Pennsylvania

This is not a true four star hotel.

Posted Jan 26, 2016
Pros: View of the ocean from the garden
Location: I also stayed at the Marriot Stellaris down the road during this same trip, also a four star hotel, and had a significantly better experience.
No actual internet service in the room, unprofessional cleaning, reception, hotel staff in general, cramped bathrooms. The hotel is outdated and needs real maintenance. An example, our balcony railing was loose. People are very friendly generally, just not able to really help.
5 out of 5
Recommended
for Everyone
by A verified traveler from Atlanta, GA

It Was FANTASTIC!

Posted Jan 26, 2016
Pros: The hotel was well staffed and everyone we encountered was friendly and invested in making sure we enjoyed our stay.
Cons: My trip was perfect.
Location: See 1st paragraph. I do not swim, but I would love to try some of the water activities anyway.
My sister and I took a girlfriend trip. We were booth overworked and extremely tired. We booked early so we got an excellent rate. No better place than San Juan when it's 24 degrees in Atlanta. The room we had was on the 10th floor and overlooked the lagoon. The views were spectacular. We would have "Starbucks' every morning before beginning our day and Bacardi Reserve rum cocktails every evening to conclude our day. I am not very good at remembering names so I cannot recommend many restaurants but we did have brunch at the Oceane, on Sunday and we enjoyed the great food, great music and a great view of the beach. We had a snack at a small taco stand a few blocks from the hotel and it was excellent too. It's just a little food truck with umbrellas outside but the food is soooo good. We had lunch one day a this cute little place across from the Vanderbilt hotel (again don't know the name). Very modern décor and a good menu. Service was excellent and great drinks.
3 out of 5
by A verified traveler

Renovation needed

Posted Jan 26, 2016
The staff was top notch. Professional, friendly, and on top of things/requests. Unfortunately, the stench of the hallways and rooms made us never want to stay here again. Our room and our friends two different rooms all had mold. The AC system was a facade that allowed you to turn the temp down, but didn't actually do that. Seemed like cold air was coming out, but then you go back to the thermostat 20 min later and it was somehow set back to 72 (I tried to turn it down to 68 multiple times). Look further down to Isla verde.
4 out of 5
Recommended
for Everyone
by A verified traveler from Boston

best situated hotel

Posted Jan 25, 2016
Pros: It was huge yet never felt overwhelming, fully booked without feeling crowded, had something for all ages, and was the best situated of the hotels
Cons: kingsize bedrooms have cramped bathrooms whereby a shower sliding door would make a huge difference. toiletries should be in dispensers not tiny pkgs
Location: stores,beaches,restaurants within walking distance but there should be a free shuttle bus service maintained by businesses which would help economy.
This was by far the best situated hotel because we had the roaring surf in the back and yet a lovely protected beach swimming area on the side with soft sand, lounge chairs, and ice fruit bars, fresh coconut water and beer for sale right there along with a lovely view of the city. The swim up bar not only served very good drinks, but also good food at reasonable prices. Caribe Cafe also served a wide variety of very good family comfort food all throughout the day at reasonable prices. The lobby had a beautiful fish tank and was very welcoming and calming even when there was a crowd waiting in line. The grounds were beautifully groomed and the walk around the hotel was totally pleasant and relaxing. There was always enough space and seating for anyone to feel private and not crowded. Great island music played at the bar that was suitable for the whole family but did not blare throughout. So everywhere one could easily choose to feel a part of what was happening or go it alone. There were children, family and adult activities offered throughout the day. Water activities such as kayaking were available across the street. Those with king size bedrooms had a magnificent view of the ocean.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 25, 2016
Excellent, very well kept, beautiful hotel. Location is amazing........ staff could improve a bit on friendliness
3 out of 5
by A verified traveler from Birmingham

This hotel was ok.

Posted Jan 18, 2016
This hotel was OK. There was a small strip of beach off to one side. The lobby and the back porch area were nice. Our room was very outdated, especially the bathroom. It was also not super clean. It was not filthy, just not super clean. There was no rack to set the luggage on-we used the chair in the room and the ironing board. I expected more from a Hilton room.