Fairmont El San Juan Hotel - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1801 reviews

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  Thank you all for making my experience with you SPECIAL!

  I travel often and rarely write a review. In this instance, I feel compelled to share my recent experience at the El San Juan hotel. If you've not stayed in this hotel, it is a "classic" with a "lobby" that is unmatched. The nightly entertainment, bar, vibe, etc. takes you back to Mambo days of Cuba. However, what makes a great hotel/resort experience is its people. And these folks made me feel welcome...and like family. Front Desk/Check-In From my perspective [in business] the performance of a team is a direct reflection on its management. Kudos to Yvonne, the Front Desk Manager. She tells me she's been there for 30 years, but unless she started when she was 10, I don't believe it. - Sherley (Front Desk): Made is feel special, like family. - Sonia (Beach): Always smiling, attentive "to the max"! - Mike (Room Service): Looks just like Matt Trubinsky (Back-Up QB Buffalo Bills) but with a much better personality. - Mireya (Housekeeping): what a special lady! Treated us with the warmth of a close friend/family member. Thank you all for making my experience with you SPECIAL!

  Feb 16, 2025
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  Worst Hotel Stay: Avoid

  If I could give this hotel zero stars I would. We booked a partial view two queen room for a night. We had a late flight into San Juan scheduled to get in after midnight so I called the front desk to let them know and they said no problem and it would be noted in our reservation. We get here early this morning and they tell us our room isn’t available. They offer us an upgrade, which has no view (in fact our view now includes a public parking lot), and a king bed with a pull out bed. We think fine, just one night. We open the pullout bed and no sheets or pillows. It is now 2:40 in the morning and I have been waiting over 40 minutes for sheets and pillows so my 3 and 6 year old can go to bed. Utterly unacceptable for a place that claims to be 5 star. It is actually the first time I have ever opened a sofa bed in a hotel to find it completely bare.

  Feb 15, 2025
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  decent hotel but not 5-star

  We had a very mixed experience at this hotel-- overall a little disappointed. I had seen it was 5-stars before I left then I saw 4-stars somewhere else. I'd say the pools and beach and grounds/banyan trees are 4-stars! The rooms and our building were 3 stars. The outside hallways and stairs were not clean, carpets were super old and it all needed apaint job and a face lift. Room was fine but also it needed facelift and some color etc. Just nowhere near a 5-stars stay. It was lovely that they give you a beach bag with a hat and some coffee, etc. We had a couple of very good meals for dinner-- one Puerto Rican and one sushi..... breakfast and lunch were fair. The staff was, by and large, super helpful and friendly! I had an awesome massage at the spa. We took a couple of exercise classes and dint know that if you dont sign up in advance, no instruxtor shows up and no one was at fitness desk to tell us--- again, someone should be in charge of that. A phone number is posted to call and yiu reach the spa that opens at 10am, which isnt very helpful when you were hoping to tqke the 8:30am class! Overall, its not a bad hotel at all but its very over-priced for a 3.5 star place!

  Feb 10, 2025
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  Beautiful beach resort!

  We had a wonderful 5 day experience at the Fairmont. Staff was amazing and always willing to help. The restaurants, pools and beach were clean and well maintained. Martin at the pool bar was a joy to talk to. We would definitely return for more fun!

  Feb 09, 2025
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  El San Juan Fairmont

  Room service was bad. Room wasn’t cleaned one day. Reception staff was rude as well when my card stopped working and i was locked out of my room for 45min. The staff speaks Spanish and called me derogatory names assuming i only speak English. This hotel has gone downhill and i would not stay here again.

  Feb 08, 2025