2 outdoor pools, pool umbrellas, pool loungers

Reviews of The Condado Plaza Hotel

4 out of 5
The Condado Plaza Hotel
999 Ashford Avenue, San Juan

Reviews

7.2

Good

Rating 10 - Excellent. 356 out of 1018 reviews" "
Rating 8 - Good. 223 out of 1018 reviews" "
Rating 6 - Okay. 183 out of 1018 reviews" "
Rating 4 - Poor. 131 out of 1018 reviews" "
Rating 2 - Terrible. 125 out of 1018 reviews" "

7.4/10

Cleanliness

7.8/10

Staff & service

7.0/10

Amenities

6.8/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

6/10 Okay

Richard

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
When i first arrived. There was bugs in the room that i got placed in. Then we got moved after complaining more then once.
Stayed 3 nights in Mar 2024

2/10 Terrible

Alan

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We arrived at 3:50 for a 4pm check in and our room wasn't ready. we went out fpr an hour and when we returned we were told the water was not working and should be fixed later that night. When we got to our room the phone and safe didn't work. when the water finally came back on it was brown and unusable. We were moved to another room on another floor which was supposed to have clean water but it was the same brown, and gradually the water became cloudy and wasn't totally clear until our 4th day of 5 days stayed. We could not shower, wash or brush our teeth. The overall condition of the property is run down and not very clean. When we checked out we were told we could not receive any partial refund because we prepaid through Expedia, and to contact Expedia regarding any available refunds. We are requesting a full refund as our stay, which was to celebrate a special occasion, was ruined by the terrible conditions at this hotel. we will anxiously await your reply. Thank you.
Stayed 5 nights in Mar 2024

2/10 Terrible

Brandon

Travelled with family, Travelled with family and small children, Travelled with partner, Travelled with group
Liked: Cleanliness
Disliked: Staff & service
Booked and paid for an oceanfront and was given a street view.
Stayed 1 night in Mar 2024
Response from Lemuel on 28 Mar 2024
Thank you for staying with us during your visit to beautiful Puerto Rico. We would like to express our sincere apologies for not meeting your expectations. We will share your feedback with our team to take corrective actions. We thank you again for your feedback and we look forward for the opportunity to serve you in the near future.

6/10 Okay

Sophie

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The hotel is outdated, needs lots of tender loving care.

10/10 Excellent

Allan

Liked: Cleanliness, staff & service, property conditions & facilities
We enjoyed our stay and would come back
Stayed 6 nights in Mar 2024
Response from Lemuel on 28 Mar 2024
Thank you for taking of your time to complete this review, for your comments and 5-star rating. I will share them with the staff. We hope to welcome you back soon.

6/10 Okay

Anna

Liked: Staff & service
Disliked: Property conditions & facilities
Most of the dining options were closed, and the food was overpriced for what it was. The room was visibly run down--chipped paint on the walls, some water rings on furniture, though the sheets were clean. The staff were efficient and kind.
Stayed 1 night in Mar 2024
Response from Lemuel on 28 Mar 2024
Thank you for taking time to rate your experience while in our property. Your feedback is important for us. We hope to welcome you back soon.

6/10 Okay

Angelina

Travelled with family, Travelled with partner
Liked: Staff & service, amenities
The hotel was without water for quite some time on Sunday, and I never felt it was completely clean/clear when it was running. My daughter joined us on the last night in the hotel and found small ants in her bed. The hotel was very dated and carpet was not clean. I did like the location, pool, small beach area and access to Starbucks on premise.
Stayed 3 nights in Mar 2024
Response from Lemuel on 26 Mar 2024
Thank you for taking time to rate your experience while in our property. Your feedback is important for us. We hope to welcome you back soon.

8/10 Good

ABDUL

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Needs some maintenance (bathroom /rooms paint) Property outdoors very nice
Stayed 3 nights in Mar 2024
Response from Lemuel on 26 Mar 2024
Thank you for your feedback, we will share with the maintenance team, we hope to welcome you back soon.

10/10 Excellent

Shennon M Devito, Jesus

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Lemuel on 26 Mar 2024
Thank you for your 5-star rating, see you back soon.

10/10 Excellent

Eliecer

Travelled with family, Travelled with family and small children, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I had a great time the everything was as advertised.
Stayed 3 nights in Mar 2024
Response from Lemuel on 26 Mar 2024
Great to read you had a good time, hope to see you back soon.

6/10 Okay

Margarita

Travelled with family
Disliked: Staff & service, amenities
Too long of a wait for an available room. A sassy employee when it came to storage of the begs waiting for several hours for a room to be available. That is what he deemed "check in", only once you have your keys. Other female staff were very helpful.
Stayed 2 nights in Mar 2024
Response from Lemuel on 21 Mar 2024
Thank you for taking time to rate your experience while in our property. Your feedback is important for us. We hope to welcome you back soon.

8/10 Good

Stacy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Condado Plaza Hotel is an older hotel but has a great location—it's very walkable. Our room had a fantastic view and a balcony right on the water. Clean and tidy. The amenities were lovely, with two pools and access to the beach area. We spent our last day enjoying the pool, hot tub, etc. The drawbacks were the elevators were slow, and only one was working in the lobby, so you had to go to the other end to get to the secondary elevator. The staff was very vocal about being short staff and wait times for breakfast, and the coffee shop wasn't open most days, so the Starbucks was very busy. It's not the best way to start your day. Overall, we had a great trip to PR and definitely will return.
Stayed 4 nights in Mar 2024
Response from Lemuel on 21 Mar 2024
Stacy, Thank you for taking of your time to review our hotel. We are happy you had a wonderful time while in our property. We hope to see you back soon.

10/10 Excellent

Marianne

Travelled with partner
Liked: Cleanliness, staff & service, amenities
We had a lovely week at the Condado Plaza. Although the property is dated and could use some upgrades, the location is terrific. The staff is unfailingly gracious and helpful. Special shout out to Gladys, our room cleaner, and Hector, the Moon Bar bartender. Thank you for a great vacation.
Response from Lemuel on 12 Mar 2024
Thank you for taking of your time to complete this review, for your comments and 5-star rating. I will share them. We hope to welcome you back soon.

10/10 Excellent

Svitlana

Liked: Cleanliness, staff & service, property conditions & facilities
I like everything
Stayed 6 nights in Feb 2024
Response from Lemuel on 12 Mar 2024
Thank you for taking of your time to complete this review, for your comments and 5-star rating. I will share them. We hope to welcome you back soon.

2/10 Terrible

harley scott

Stayed 3 nights in Feb 2024
Response from Lemuel on 21 Mar 2024
Thank you for taking time to rate your experience while in our property. Your feedback is important for us. We are sorry we did not meet your expectations. We hope to welcome you back soon.

6/10 Okay

Mark

Travelled with partner
Pretty ocean views ordered a wage burger that was so overdone like shoe leather
Stayed 1 night in Feb 2024
Response from Lemuel on 26 Feb 2024
Thank you for taking time to rate your experience while in our property. Your feedback is important for us. We hope to welcome you back soon.

2/10 Terrible

Alex

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities
Check in was delayed by two hours. Pictures didn’t match the reality of the hotel. Lights didn’t work, the glass was dirty, cords weren’t hidden.
Stayed 1 night in Feb 2024
Response from Lemuel on 26 Feb 2024
Thank you for staying with us during your visit to beautiful Puerto Rico. I would like to express our sincere apologies. Your comments are shared with our staff to take corrective actions. We hope to have an opportunity to serve in the near future.

10/10 Excellent

Francesca

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pool slide was epic!
Stayed 1 night in Feb 2024
Response from Lemuel on 26 Feb 2024
Thank you for taking of your time to complete this review, for your comments and 5-star rating. I will share them. We hope to welcome you back soon.

2/10 Terrible

Secorra

Travelled with partner
Disliked: Cleanliness, property conditions & facilities
when we arrived our room was not ready until about 5pm, they gave us a terrible room the balcony was on top of a roof, the balcony had holes and cracks every where. the room was dusty. So we went back down to complain and the manager had to move our room it was a little better. But that room was also dusty. the balcony looked worn down. When we went down to get our bags from the car there was roaches near the elevators. The night we was in our room there was baby roaches and we kept calling the front desk and we got no answer at all. We were dissatisfied.
Stayed 3 nights in Feb 2024
Response from Lemuel on 26 Feb 2024
Thank you for staying with us during your visit to beautiful Puerto Rico. We would like to express our sincere apologies for not meeting your expectations. We will share your feedback with our team to take corrective actions. We thank you again for your feedback and we look forward for the opportunity to serve you in the near future.

10/10 Excellent

Teona

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Will definitely be back
Stayed 3 nights in Feb 2024
Response from Helen - Hotel Reservations on 25 Feb 2024
We are happy to hear that you enjoyed your stay! Thank you for staying with us!

6/10 Okay

Hardip

Travelled with family and small children
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
It’s a 2 star hotel in 5 star location. The view from the room and friendly staff is the only saving grace for the hotel. Here are few turnoffs which makes the stay below average: 1) for a hotel of this size they have no decent restaurant. The only place to eat is Cafe Calibre which has few food choices but nothing much for vegetarian. 2) the room service is not available at the hotel. Something as simple as a plate is also not available if you got your food ordered from outside. 3) only one elevator is working out of two in the main lobby. Often we stool for minutes to wait for elevator and then walked on the other side of the hotel to use stairs. Imagine that with a suitcase. 4) the staff was overworked. Really nice people but saw same people from morning 10am to night 10pm which tells me that company wants to extract everyone. 5) there is a lot of open space and lounge but it’s completely unutilized. 6) the paint outside is peeling off. The door handles for the lobby don’t operate properly. Seems like Hilton has forgotten about the hotel and keeps minting money without further investment. Or maybe spend all the money across the street at Hilton garden inn and run this place on fumes. Not sure which one is true. Again nice location, one of the best views and very nice hard working people. However not worth $400 a night!
Stayed 6 nights in Feb 2024
Response from Lemuel on 24 Feb 2024
Thank you for taking of your time to complete this review. Please accept our apologies for not meeting your expectations. Your feedback is important to us and it helps us see areas of opportunities. Hoping to have the opportunity to welcome you back in the near future

10/10 Excellent

Shannon

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel kid friendly
Stayed 3 nights in Feb 2024
Response from Helen - Reservations on 22 Feb 2024
Thank you for staying with us and sharing your feedback! We are happy to know you had a great stay. Thank you for choosing us!

10/10 Excellent

Barri, Mercer Island

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service and ambiance.
Stayed 9 nights in Feb 2024
Response from Lemuel on 19 Feb 2024
Barri, Thank you for taking of your time to review our hotel and for the 5-star rating, and for acknowledging the service received by the staff. We are happy to read you had a wonderful time while in our property. We hope to welcome you back soon.

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice Hotel
Stayed 2 nights in Feb 2024
Response from Lemuel on 12 Feb 2024
Jose, thanks for your 5-star rating, we hope to welcome you back soon.

6/10 Okay

Edmund Zachary

Travelled with family
Liked: Cleanliness, staff & service
There are a lot of positives about his hotel. We have stayed here many times over the years, and it used to a grand experience. Unfortunately, over the years it has become a bit out of date and aspects of the hotel have become runned down. It is clean, the bathrooms are nice enough, beds comfortable, good service and staff. However, it is just old, the rooms are old, lack ambiance (paintings?) lighting, and if you are on the street side due to the aged sliding glass doors and windows, prepare to hear everything happening on the streets below! The wifi does not work at all. The hotel needs a makeover and hopefully can return to what it used to be!
Stayed 2 nights in Feb 2024
Response from Lemuel on 12 Feb 2024
Edmund, thank you for taking time to review our property and for your comments, we appreciate your feedback and will share with the team, hope you come back soon.

6/10 Okay

Dina Palacios

Travelled with family
Liked: Staff & service, amenities
We liked the service of the gentlemen at front, very professional and attentive. The receptionist who checked us in was not very friendly and didn’t give me the right information about my deposit, the other ones we dealt with were much better. I liked the fact they had taxis at front, made moving around easier. The food was ok but would have preferred aunthentic food. The property needs updating for sure, didn’t like the sliding doors in the bathroom plus they didn’t cover the entrance to the bathroom properly and were a little loose, the knob in the shower was loose too, and we found ants in our room. Our balcony door didn’t lock too. Overall, I wouldn’t stay there again unfortunately.
Stayed 3 nights in Jan 2024
Response from Helen - Reservations on 12 Feb 2024
Thank you for the feedback.

8/10 Good

Tarina

Stayed 3 nights in Feb 2024
Response from Helen - Reservations on 21 Mar 2024
Thank you for staying with us during your visit to Puerto Rico! We appreciate your feedback.

8/10 Good

Agustin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Feb 2024
Response from Helen - Hotel Reservations on 12 Feb 2024
Thank you for staying with us and completing the survey!

4/10 Poor

Kami

Travelled with family
Disliked: Staff & service, property conditions & facilities
I didn't feel like the pictures online and the real thing aligned. I thought I was paying for much higher quality so was quite disappointed with the shabby hotel. "Free Wi-Fi" is only in the lobby and doesn't work anywhere else on site. Not all the elevators work, so you spend a significant amount of time trying to go up and down.
Stayed 1 night in Jan 2024
Response from Helen - Reservations on 12 Feb 2024
Thank you for the feedback, will be reviewed in detail.

6/10 Okay

Tamara

Travelled with partner
Liked: Staff & service
I liked that there is coming and shopping within walking distance. I didn’t like that the safe in the hotel wasn’t working and I ended up carring my valuables with me. They did a poor job cleaning the room as there were stains on the side table and when I opened the drawer I found condoms and other paraphernalia and the safe and refrigerator were rusty.
Stayed 3 nights in Jan 2024
Response from Helen - Hotel Reservations on 7 Feb 2024
Thank you for the feedback, will be reviewed and share with Management.

10/10 Excellent

Angel

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great pool and beach view
Stayed 4 nights in Jan 2024
Response from Helen - Hotel Reservations on 7 Feb 2024
Thank you for staying with us and enjoying hotel facilities!

6/10 Okay

Shahera

Liked: Cleanliness, staff & service
Need some updates. Froze in the room at night. No heat. Bead low to the ground. Hard to get up. I’ve paid less And stayed much better
Stayed 3 nights in Jan 2024
Response from Helen - Hotel Reservations on 7 Feb 2024
Thank you for the feedback, will be reviewed.

10/10 Excellent

Orlando

Liked: Cleanliness, staff & service, property conditions & facilities
Great location and plenty to do
Stayed 4 nights in Jan 2024
Response from Helen - Hotel Reservations on 7 Feb 2024
We are glad you enjoyed your stay with us!

6/10 Okay

Matthew

Liked: Staff & service
Disliked: Property conditions & facilities
It was ok but just ok. I know its oceanfront but its a little pricey.
Stayed 1 night in Dec 2023
Response from Helen - Hotel Reservations on 7 Feb 2024
Thank you for the feedback!

8/10 Good

Ashley

Travelled with family
Liked: Cleanliness, staff & service
My second time staying here, always recommend it for the location and views. Close to the airport but also the beach. The pools are awesome, our son loved the slide. Housekeeper Nancy was so sweet and just an amazing person. The rooms are always clean and they're not stingy with towels. Literally a good view from almost any floor. The staff is usually always sweet and ready to help. Cons: Only one elevator was working so that was a little annoying but understandable. No wifi in the rooms blew my mind as there is a resort fee that includes wifi so that's misleading. Most days the cafe was closed. They do have a new restaurant on the other side that has a great buffet option. The pool drinks are extremely weak even after paying for double shots so that was a little disappointing after spending so much money on food etc. Overall, I recommend it with or without children. It has something for everyone and there are other places to eat and drink in the area.
Stayed 4 nights in Jan 2024
Response from Helen - Reservations on 30 Jan 2024
Thank you for staying with us and for your valued feedback; we will review in detail.

4/10 Poor

James E

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
This hotel should not have the Hilton name. It was the worst hotel experience I have ever had in any country. No maid service for the entire stay. The room was dirty and the electrical fixtures did not work. I will visit Puerto Rico again but I will not stay in that Hilton hotel again.
Stayed 5 nights in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for staying at the Condado Plaza Hotel during your visit to beautiful Puerto Rico. We would like to express our sincere apologies for not meeting your expectations. We will share your feedback with our team to take corrective actions. We thank you again for your feedback and we look forward for the opportunity to serve you in the near future.

10/10 Excellent

Joanne

Liked: Cleanliness, staff & service
Stayed 2 nights in Jan 2024
Response from Lemuel on 29 Jan 2024
Joanne, thank you for your 5-star rating! Glad that you enjoyed your stay with us, come back soon.

10/10 Excellent

Rosa

Liked: Cleanliness, amenities
Love it
Response from Lemuel on 26 Jan 2024
Thank you for taking of your time to review our hotel and for the 5-star rating, We are happy to read you had a wonderful time while in our property. We hope to welcome you back soon.

10/10 Excellent

Gregory

Travelled with group
Stayed 4 nights in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for taking of your time to review our hotel and for the 5-star rating, We are happy to read you had a wonderful time while in our property. We hope to welcome you back soon.

10/10 Excellent

Jocelynn

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for taking of your time to review our hotel and for the 5-star rating, We are happy to read you had a wonderful time while in our property. We hope to see you back soon.

10/10 Excellent

Maria, Chicago

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Great ocean views
Stayed 1 night in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for taking of your time to complete this review. I will share them with our team to take corrective actions. We hope to welcome you back soon.

8/10 Good

Demond

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
i'd stay again
Stayed 3 nights in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for taking of your time to complete this review. We hope to welcome you back soon.

10/10 Excellent

Sophie

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff at this hotel was wonderful. Sandra at front desk was amazing and so were restaurant, concierge and housekeeping staff. Everyone was friendly and accommodating. Only had a negative encounter with Daisy at the front desk who was not too willing to assist and was rude. Food was delicious and they even have a Starbucks next door although I highly recommend breakfast at the hotel.
Stayed 4 nights in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for taking of your time to review our hotel and for the 5-star rating, and for aknowleding the service received by the staff. We are happy to read you had a wonderful time while in our property. We hope to welcome you back soon.

6/10 Okay

Robert

Travelled with family
Elevators painfully slow one broken down rooms could use remodeling
Stayed 3 nights in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for taking time to rate your experience while in our property. Your feedback is important for us. We hope to welcome you back soon.

10/10 Excellent

Andrea Del

Liked: Cleanliness, staff & service, property conditions & facilities
Great location. Close to beaches and amenities . Easy to get to Old San Juan
Stayed 2 nights in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for taking of your time to review our hotel and for the 5-star rating, We are happy to read you had a wonderful time while in our property. We hope to welcome you back soon.

8/10 Good

Ray

Travelled with family
Liked: Cleanliness, staff & service
Stayed 1 night in Jan 2024
Response from Lemuel on 26 Jan 2024
Thank you for taking time to review our property we hope to see you back soon.

4/10 Poor

Jennifer

Liked: Staff & service
Disliked: Amenities, property conditions & facilities
It’s an older hotel. Wi-Fi didn’t work, food wasn’t the greatest and expensive. If we could’ve changed our reservation to stay at the garden Hilton across the street, we would’ve
Stayed 3 nights in Jan 2024
Response from Lemuel on 17 Jan 2024
Jennifer, thank you for taking time to review our property, we apologize not been able to meet your expectation. We will share your comments with the team to implement corrective actions. We hope to welcome you back in the future.

8/10 Good

Tram H

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 7 nights in Jan 2024
Response from Lemuel on 15 Jan 2024
Thank you for taking time to rate our property, we hope to see you again soon.

8/10 Good

Giovani

Stayed 6 nights in Dec 2023
Response from Lemuel on 15 Jan 2024
Thank you for your time to rate our property, we hope to welcome you back soon.

8/10 Good

Alexandra

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Its a nice hotel but there should be housecleaning included at least. Also the room was clean byt the mirrors, glass doors and shower box had lots of stains.
Stayed 4 nights in Dec 2023
Response from Lemuel on 15 Jan 2024
Thank you for taking of your time to complete this review, I will share them with our team. We hope to welcome you back soon.