Fairmont El San Juan Hotel

One of the most luxurious hotel in San Juan.Great and big walking area around the pool.

We keep enjoying coming to El San Juan Hotel, where everywhere we go we enjoy, people are very attentive and either in the Lobby, or Chico Canarte you can listen to great music (DJ JAV), dance with lovely bands (America Quesada, Midnight Band, Cubanísimos), go to the Beach Club and have great food (attended by people like Odalys who always serves you excellent!)…etc.! Go and have a great time!

The property itself is beautiful, but unfortunately our overall experience was extremely disappointing. We were shocked to be charged nearly $1,000 in resort fees that were never clearly disclosed to us at check-in or during booking. Interestingly, those fees were conveniently waived once management became aware of the much larger issue we experienced during our stay. From Thursday through Sunday, we were unable to sleep because the property’s nightclub blasted music until around 5:30 a.m. Thursday- Saturday night. Despite bringing this to the hotel’s attention multiple times, they were unable to accommodate us with a room change or provide any real solution while we were there. The situation became so unbearable that we ended up leaving our honeymoon one day early just to get some rest. What made the experience even more frustrating was the lack of empathy and little to no genuine apology from the property for completely disrupting such an important trip. To make matters worse, our travel agency has since been unable to get in contact with the property regarding a refund for the unused night after we checked out early. The lack of communication and customer service after the fact has only added to our frustration. On top of that, the food and beverage prices throughout the property were outrageously expensive. We love Puerto Rico and are used to resort pricing, but this was excessive even by those standards. This property does not reflect the kind culture of the Puerto Rican locals we met while traveling. While the hotel is visually stunning, the lack of transparency, poor sleep experience, poor customer service, and overall handling of the situation guaranteed that we will never return.

This is review is long overdue, but if Ms. Torres didn't save the day, our vacation would have been awful. We checked in and got a hotel room with windows that didn't open, it was just like a room at Foxwood Casinos back home. No one could help us at front desk, we called our travel agent, she tried but confirmed we had indeed booked ocean front walk out room. That night we tried again and that's when Coraly Torres got us the room we paid for and moved us immediately to walk out villa. She saved the day and made our stay wonderful, enough to want us to come back next year. No one else could or would help us at front desk upon checking in to get the room we paid for and would have ruined whole vacation THANK YOU MISS TORRES, YOU ARE THE BEST AND HOTEL IS LUCKY TO HAVE YOU GIVE THAT GIRL A RAISE! Mr & Mrs James Mazzuchelli Boston MA

The hotel lobby is beautiful with 90% of the original mahogany wood still in place. The pools are all very nice. You literally walk onto the beautiful beach from this property. On a side note the costs for food and drinks is very high so budget accordingly.