Condado Vanderbilt Hotel

THANK YOU Condado Vanderbilt for a wonderful birthday trip. The hotel is absolutely beautiful and the staff is amazing! Sending a huge thank you to Gian and Giovanna from the Concierge Team. They truly took care of us from birthday celebrations to activity planning. Thank you Miriam in housekeeping, you are the best with a heart of gold! The hotel's ocean views are some of the best I've ever seen. I truly felt like the hotel was in the middle of the ocean. I enjoyed the ambiance and jazz music at the VC Lounge while relaxing on comfortable couches and taking in the views. STK restaurant is great with a sensual candlelit vibe. Ola Oceanfront is a great place for breakfast. The pool areas are great and the jacuzzi's are nice and warm. The hotel is very clean. The beach is just steps away with plenty of umbrellas and lounge chairs. There are stores and gift shops across the street from the hotel and Old San Juan is just a few minutes away. I can't say enough good things about this hotel! I will most definitely visit again.

We had an amazing stay at the Vanderbilt. The staff were all so friendly and helpful. The hotel had several large events happening during our stay, but the hotel never felt crowded. It was always pretty easy to get a pool chair somewhere on the property, at one of the 5 pools or overlooking the beach and there was never a wait for an elevator. Our suite with two balconies had incredible views all day long and having an ice maker IN your room is a real luxury! It makes small ice, like Sonic ice. We loved the atmosphere here and can’t wait to come back to stay here again!

This hotel is beautiful and in a great location. We stayed a week in an ocean front suite and enjoyed it very much. However, there were a few issues with housekeeping and our room. We arrived around 1:30 and knew check in wasn't until 4. So we checked in and explored the hotel for hours. Had a nice long lunch (all of the restaurants here are very good). We went to get our room key at 4 pm and was told the room still wasn't ready. The desk clerk was a bit terse with me when I inquired when it would be ready. She said we'd only checked in 30 minutes ago so it shouldn't be that long. I let her know we'd checked in hours ago. All in all, our room was ready at 5:30 and we had dinner reservations at 6 pm. The balconies in the ocean front suites all have great views but the sliding doors don't lock, like at all. So if you're worried about safety I'd ask for a guarantee that the doors lock. Also, when you look at the layout of the suite it looks like it has 2 separate bathrooms. They are actually connected by a sliding door so there isn't much privacy. We were traveling with 2 teenagers so separate bathrooms was a big reason we chose this hotel. Housekeeping was very hit or miss. We'd leave our room in the morning and have our housekeeping light on all day. Only once did they clean, change our towels. We had to call numerous times to get our wet bar refilled and they never filled everything. Sometimes you'd get coffee, but no water. Or you'd get coffee creamer but no coffee or sugar. Very hit and miss. Also, a butler service is said to be included with the suites. We never saw a butler but they did text us a few times to see if we needed anything. We asked for a restaurant recommendation and received a good one. Lastly, when we left the hotel I forgot to grab all of my dress clothes from our closet (it's in the bathroom). The clothes can be replaced, but I contacted our butler to ask that they mail them to me and I would pay for it. He said he would but I've never received them or heard back that they were mailed. You'd think a "high end" hotel would take care of something like this. Guess I was wrong.

I must admit, I rarely write reviews. But I thought this story would be important for those making the decision of where to stay in San Juan. Upon check in, we arrived at our room to find a large rumbling and ticking noise from a maintenance closet inside of the room. It was locked, but presumably held the AC unit for the room. Whatever it was produced a loud rattling noise that prevented us from sleeping. That evening I went to the front desk to ask if they could just send up a mechanic to take a look. They replied that a mechanic couldn’t come until the next day so they offered to change our room and have a bellman pick up our luggage. It took fifty minutes for the bellman to come by to pick up our luggage. Five minute walk to the lobby, but it took fifty minutes for the bellman. Upon checking into our new room past 10pm, we noticed another loud rumbling noise. Too tired, we just chose to go to sleep. Presumably, now on a higher floor, from building related machines in the adjacent floor or roof. But the next morning, I turned on the bathroom faucet to find that the pipes underneath the sink were cracked and were literally flooding the bathroom with water. I went back to the lobby to notify them and show them a video of the flooding. (I attached photo evidence below, video on Google Reviews.) Looking to be collaborative, I asked if we could just return to the original room to avoid the flooding. They notified me that the room had already been booked again, by 7am. This indicated that they never intended on fixing the issue in the prior room, but simply rebooked it immediately after I left it. They proceeded to give me keys to yet another room to move to, without a single apology, discount, even an offer of anything to improve our experience. This meant in a period of 12 hours, I now had 3 different room keys. Especially at this hotel’s high price point, to have such poor service, and multiple glaring room issues, I would recommend avoiding this establishment entirely.

We really enjoyed our stay at the Condado Vanderbilt! The pools and all the lounging areas were beautiful!! The staff and service they provided were excellent!! They made everything easy!! The location was really nice - our room overlooked a local beach and we were able to walk to an excellent pizza restaurant - lots of eating options nearby!!