Fairmont El San Juan Hotel - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1823 reviews

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  Mixed but disappointed with some staff

  It was ok,for the price you paid,not sure if it was worth it.Same price as Ritz Carlton but the room is not up to par.It looks like it was an old hotel taken over by Fairmont.The bathroom has a smell on it.The housekeeping needs to be trained not to open the door esp when someone is inside.The lady that handles the chairs by the beach should explain nicely and not start her explanation with the word “listen”,she is an older lady and the younger ones and servers were nice.I did not expect a royalty treatment but one with respect.I commend Sheila one of the servers,she was nice and was explaining how to order and the food reccom.The beach lady on the other hand just said didn’t you see the sign.Really just being mad and states I will find you a chair when I find one.Very rude.Fairmont you want to be up par.Train your staff a bit better if you want people to go back.I have been to the Fairmont in other places and you cant compare the service and the staff there.Coming back again????im not sure about that.

  Apr 17, 2025
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  A disgrace to the Fairmont/Accor brand

  1. Cleanliness/hygiene. Upon check-in, the following was observed on Friday, 4th April: Stained rug at front desk, smell of stale beer in lobby, chipped and damaged paint at main entrance/exterior, smell of cigar smoke in elevators. 2. Drug use. Fairmont El San Juan has a number of beach lounge chairs available to guests on the beach, clearly identified by the Fairmont towels (white with dark stripe), umbrellas and furniture. Fairmont guests seated in this section were openly participating in drug use in clear view of both the Fairmont serving staff and towel hut staff who did not intervene at any stage. Security was non existent. Fairmont El San leases their amenities via Resort Pass. There is no mention of this on the hotel website. Therefore you are not guaranteed an exclusive experience and it is in unclear which of the guests were staying at the resort or had purchased day passes via Resort Pass. 3. Housekeeping. The service provided was inconsistent. On one occasion, clean drinking glasses were not provided, on another day, facecloths were not provided. 4. Billing inconsistencies. Multiple incorrect charges appeared on our bill e.g. car valet parking – we did not have a car and breakfast (already included in our package). These were brought to the attention of management, who subsequently waived our $323.54 balance as a courtesy. 5. Multiple written correspondence to the Hotel Manager was ignored, I was only contacted after requesting escalation of my concerns outside of the Hotel management. On a positive note, Joel, our server in the Caña restaurant was excellent. In summary, as Accor Live Limitless Gold members, with previous stays at other Accor locations including Raffles, Fairmont and Sofitel, it is clear that Accor/Fairmont has no interest in maintaining their standard at this location. The question is why? A disgrace to the Accor brand and an insult to the Puerto Rican hospitality sector. Avoid at all costs.

  Apr 17, 2025
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  Never again

  Hotel is dirty. The carpet is filthy in the lobby, there is dirt and dust on all the surfaces. The hotel staff was rude. There is no where to hang towels in your room. The bathroom is so small there isn’t enough clearance between the door and toilet you have to step around the door to be able to close it and then move around the door to the tub to be able to close the door. Most rooms have a view of the hotel roof. Chicken fingers are $25.

  Apr 17, 2025
• 

  Bed bugs/dirty rooms

  I grew up visiting this hotel frequently as a child and teenager. I moved to PR when I was 18 and spent many years visiting the hotel lobby bar and casino. This was my favorite hotel that always felt like home. I now live in NJ and chose to bring my daughters and wife to this hotel. Coming back to this hotel now at the age of 37 I was very disappointed. My wife found what seems to be bed bug egg sack on the bed liner. She also found a pair of underwear shoved in her suitcase that must have be previous guests. I imagine room service found it and shoved it in our bag thinking it belonged to us. We also found oil stains on the tv, various toe nail clippings on the carpet and wax on the outlets. The room was very dusty and carpet was not clean. I’m very embarrassed and disappointed by the experience so far. We were offered a new room next to the elevator one floor beneath. Not an upgraded room just the same lay out in the floor beneath/ They did waive the service fee which for 7 days is around $470. Nothing else was offered or waived. I did ask if they could do anything else could be done which they denied. I am unsure if there are any bed bugs attached to our clothes or hair but now we have to have this on our mind for the rest of our trip. I wish we chose a different hotel.

  Apr 15, 2025
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  Second Visit - Very Happy Family

  The room was wonderful and the view was gorgeous. We visited with three children and they loved the breakfast, the beach and the Wellness pool. The housekeeping crew was very responsive and thorough. The villa experience staff checked in with us daily and were able to make reservations and other accommodations to make our stay comfortable. We will only stay here in the villas when we visit San Juan!

  Apr 14, 2025