Condado Vanderbilt Hotel

Although the hotel is a bit “tired” looking the staff is very polite and aim to please. A special shout out to Kevin at the beach. He went above and beyond. Every morning he had 4 lounge chairs and umbrellas ready and waiting for us. His friendly, polite and attentive service was very much appreciated.

I needed a room with walk in shower. The front desk staff were helpful and friendly. They handled my request perfectly. They asked me to wait as the room requested was not ready yet. I only waited a short time. The room was spacious and the bathroom exactly what I requested. The hotel is beautiful and all the staff went out of their way to make me feel welcome. The location is perfect with beautiful views on the ocean.

This stay unfortunately did not feel like a true five-star experience. The hotel itself is beautiful, and the history of the property is impressive, but several service issues made the stay fall short of expectations. Check-in and check-out were slow and not expedited. The pool experience was the most disappointing. Signs say pool attendants are available from 7am to 7pm, but that wasn’t the case. On my first morning at 7am, a member of the cleaning crew told me not to sit in a section near the ocean because it still needed to be cleaned. While I appreciate the cleanliness, that work should be done before 7am if that is when the pool areas are supposed to open. Towel availability was also a recurring problem. Every day, the adult pool had no towels in the morning, and one day I was told to walk to the other side of the pool complex to find some. I later learned that towels on the adult side aren’t usually set out until after 9am — which would have been fine if the signage were accurate. In the afternoon around 4pm, I got into the hot tub assuming towels would be restocked afterward, but they never were. I had to air-dry before going back to my room, and during the 1.5 hours I was there, I even saw guests using dirty towels from the bin because nothing had been replenished. Chair-saving was another issue. Guests were “reserving” chairs for hours without using them. One morning, a towel and sunscreen were left on a chair by the infinity pool around 7am; three hours later, after breakfast and lounging, no one had returned to claim it. Most luxury hotels enforce reasonable policies to prevent this, and it would make a big difference here. To be fair, there were positives: the room and the view were great, the butler service was excellent, dinner at 1919 was outstanding (especially thanks to the servers and sommelier), and Avo Lounge was also lovely. However, despite those highlights, the overall experience wasn’t worth the price, and I wouldn’t stay again or recommend it, as the service falls short of what a hotel at this level should consistently provide.

Spent a lot of time when making the reservation making sure that what was advertised on the web page was in fact what we reserved. Arrived at the hotel in the morning to be sure that we got in the queue on availability. Suite was underwhelming. Not consistent with images on the web site. Front desk staff not willing to explore options to meet our expectations. Not flexible at all. Off to a really bad start. Rather than enjoying a family vacation, will now be looking to see if we can switch hotels.

From the moment I arrived at the Condado Vanderbilt on November 4th until my departure on November 10th, I was truly touched by the warm and inviting hospitality of the entire staff. They made me feel genuinely welcomed and cared for throughout my stay. The staff's kindness and friendliness were overwhelming, and they willingly showed me all the amenities of the hotel. Housekeeping was exceptional, ensuring my room was cleaned daily with great care. Every area of the hotel—the bar, marble floors, rugs, bathroom, bedroom, living room, and balcony—was immaculately maintained and beautifully decorated. I was deeply impressed by the 60-minute full-body spa treatment. Juan thank you for the sparkling water and later champagne as you introduced me to the wonderful amenities at the spa. Your warm and kind spirit will forever be remembered. I felt incredibly relaxed in the steam room, enjoying a reinvigorating shower before my massage by Jason, as well as a manicure and pedicure by Allison. Jason's professionalism combined with his therapy’s skills gave me the best full-body massage I’ve ever experienced; he truly alleviated the aches and pains in my lower back and shoulders, leaving me feeling renewed. I wish I could have taken him home with me—his talent is extraordinary—but his manager Dagmarie kindly explained he was in high demand. Lol. 😃😃😃 Allison, thank you for the impeccable manicure and pedicure, and for the warm, friendly conversation that I will always cherish. I also appreciated the outstanding service during my dining experiences, as well as the peaceful moments by the pool and during my walks outside the hotel and on the beach. My stay exceeded all my expectations, and I am already looking forward to returning in January. I wholeheartedly recommend this hotel, knowing that you will be cared for every step of the way from your arrival to departure. Best, Dr. Fredrick Gilbert