Fairmont El San Juan Hotel

Unfortunately, this was not the experience we expected from a luxury resort at this price point. Service throughout the hotel was consistently poor. It was difficult to reach anyone by phone, restaurant reservations were unavailable, and valet service was unresponsive, staff often looked at us without offering help. Our room was missing basic amenities such as bathrobes, and the lotion bottle was empty upon arrival. Dining was another disappointment. The food quality did not match the hotel’s reputation, and servers were unwilling to explain menu items when asked, which made the experience feel rushed and unwelcoming. For $700 per night, guests should receive attentive service, warmth, and thoughtful details. Sadly, this stay fell far below those expectations.

We tried to book a cabana on resort pass but our car broke down before we headed over there and we were unable to go. We told them within 30minutes of booking and they took days to get back to us. They ended up charging us the full $360 for this and refused a refund despite having multiple that no one was using and us. This hotel is very scammy for such a high end resort. Buyer be ware.

Absolutely awful experience. Chairs fill up by 8:30 Didn’t have a single good meal Housekeeping was MIA. Went two full days with no service after repeated calls Rooms are old and dark Beach is full of seaweed right behind hotel . Further down the beach it’s clear and blue. Lines for front desk and concierge are long. During our stay everyone at the desk was complaining about something. When you’re paying over 1300 a night you have some basic expectations. Do not go here

I recently stayed here, selected it because we have stayed at so many Fairmonts from Playa del Carmen, DC, Del Mar, Austin and they never disappoint. However this one was horrible. I sustained an injury at the hotel caused by hotel bathroom layout that required a 5 night stay in the hospital. this meant my husband had to stay additional nights above what we booked. We were told the additional nights would be discounted they were minimally however the problem is we were double charged on two different credit cards one for the full itinerary with the additional days as the statement shows and another card was charged without explanation. I have repeatedly called and attempted to correct the issue without anyone calling me back. 5 voicemails multiple days.

We turned up after 23 hours of travelling. Got a rollicking for turning up so late even though it wasn’t our fault . Room was awful puddle of water greeted in doorway. No lights worked so we was completely in the dark. Kettle didn’t not work. No water in the room either. Then the most horrendous thing was when I tried to plug my phone in the socket between the beds disintegrated. Faulty towers eat your heart out