Fairmont El San Juan Hotel

My husband and I chose the El San Juan Resort based on our previous experiences at Fairmont Hotels We are members of their rewards club and have always enjoyed their 5 star service It was quite the opposite here! As I realize the hotel has been in operation since the "50's I assumed we would be having a similar Fairmont experience. On a positive note the resort was very clean and the staff very friendly...on a not so positive note the beach is very narrow and very overcrowded with lounge chairs on top of one another. The beach itself is not keep clean and the beach furniture quite old and tatered . The food was terrible and in the 7 days we were there we never had a decent drink! So disappointed!!!

I debated even writing this because I do not typically leave negative reviews, but given the price point of a Fairmont stay and the level of issues we experienced I felt like people deserve to know. My husband and I traveled from California for what was supposed to be a special stay. From the moment we checked into Room 825 things were off. The room was uncomfortably warm, the AC was barely keeping up, and after a long travel day my husband went to shower before dinner and the water pressure was so weak it was nearly unusable. As a woman with long hair washing it was genuinely not possible under those conditions. On top of that our in room phone did not work, so calling the front desk was not even an option. I went to the front desk, they sent someone up, nothing changed. I then sent a formal email to management laying out every issue in detail. I never heard back from anyone. The next day I went back to the front desk and after about 15 minutes a manager came over. Their solution was to move us to a downgraded room because we were staying so long. So essentially we were being penalized for a longer stay. I had never heard anything like that. I did not take them up on it because packing up after already being there felt like too much and honestly I was losing faith that anything would actually get better. The power also went out five times during our stay. Every time it did the AC shut off and the room became even more unbearable. We could not sleep. I am not exaggerating when I say the conditions were genuinely uncomfortable for what is supposed to be a luxury property. By day three I went up mid afternoon to take a nap and the room was so hot it was impossible. I went back downstairs and finally spoke to Sarah, a manager, and she was the first person who actually listened and wanted to fix it. She moved us to a new room with a better view and working AC and honestly the room temperature alone made such a difference at that point. The water pressure in the new room was somehow even worse but we were halfway through the trip, had just hauled all of our stuff down the hall, and I had AC so I just dealt with it. Here is something that says a lot though. As we were moving our bags into the hallway we ran into another guest waiting for the elevator. He made small talk and asked if we were checking out. When we said no, moving rooms, he said "wow you're lucky, I have been trying to do that for days." So we were clearly not the only ones dealing with problems, which is not something you ever expect at this level of hotel. A few other things worth mentioning. We were never told at check in that our rate included breakfast and a room credit. That is basic information guests should receive on arrival. Also, one morning we asked the hostess at the restaurant if we could be seated on the patio and said we were happy to wait if needed. She responded with "you don't choose where you sit, we do." It was rude, unnecessary and completely out of line especially when we were being nothing but polite and there were plenty of open tables outside. The pool and beach service was another miss. Over seven days I never once had someone stop to take a drink order. Staff would occasionally drop off a menu and disappear. Every single time I wanted a drink I had to get up and go to the bar myself. At a resort at this price point that is just not acceptable. Then at the end of the trip we got our final bill and were charged the wrong amount. We called to sort it out, sat on hold for 45 minutes, someone finally answered and the call disconnected. Called back the next day and they did refund us but that is yet another thing that should not have happened. The general staff was friendly and Sarah genuinely tried to make things right, and I want to give credit where it is due. But one good manager and a friendly smile does not make up for nearly a week of broken AC, power outages, unusable water pressure, a non working phone, a rude hostess, no response to a formal complaint email, billing errors, and pool service that required me to get up and get my own drinks for an entire week. For the price of a Fairmont stay this was not it. I would not recommend this property and I say that as someone who owns a travel agency and stays at properties frequently. There are too many other great options to deal with this.

I am beyond disappointed and honestly heartbroken by this experience. What should have been a beautiful and memorable celebration for my daughter’s Sweet 16 turned into frustration and stress from the moment we arrived. The front desk staff was not only disorganized but outright rude. There was no warmth, no welcome—just a sense that we were an inconvenience. I had booked a JetBlue VIP package, and no one even took the time to explain what was included or make us feel like valued guests. For something I paid a premium for, that level of disregard is unacceptable. As a proud Puerto Rican, I take great pride in my family, and the way we were treated felt deeply disrespectful. It did not feel like we were welcomed or appreciated at all, which made the entire experience even more upsetting. I had also coordinated in advance with the concierge to have the room decorated for my daughter. I was assured the decorator would have two hours before the 4 PM check-in time. Instead, they were only allowed in 20 minutes prior, and I was left waiting over three hours while getting inconsistent answers. Watching that special moment fall apart due to poor communication and lack of care was incredibly frustrating. While I will say the beach seating team and cleaning staff were kind and helpful, those small positives were overshadowed by everything else. Beach service was inconsistent, drinks were overpriced with excessive upcharges, and the food and entertainment did not come close to matching the price point. This was supposed to be a once-in-a-lifetime celebration, and instead it felt mishandled and unimportant. I would not recommend this property, and I will not be returning.

Disappointed. Customer service was lacking and spotty. Late check in with fulsterd staff at front desk. Poor level of service overall with the exception of the team that helped with beach seating and the cleaning staff was very nice. Sporatic beach service with expensive drinks and significant up charges for premium liquor. Given the price point - the food, entertainment, etc. was second rate. Would not recommend nor return. Experienced travelers and not impressed at all.

This is branded as a luxury hotel but it is definitely not. The building is old, the rooms are dated, the hallways have a musty smell, the service is average at best, and the food is lacking. Check-in “begins” at 4 but you’re not guaranteed to have your room ready by then. My room wasn’t ready until 4:30. The staff are nice but the hotel is understaffed, so the waits are long at some of the restaurants, e.g., Cana. Food isn’t served on the beach. The lobby is inexplicably dark, even during the day. This is a decent 2 or 3 star hotel but not a luxury one. This is my second time staying here.