All reviews shown are from real guest experiences. Only travellers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative.More informationOpens in a new window
Response from Yvonne Ramos, Director of Guest Relations on 1 May 2024
Thank you for the great rating and comment regarding our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.
8/10 Good
Antonella
28 Apr 2024
Liked: Cleanliness, staff & service
Antonella
Stayed 4 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 1 May 2024
Thank you for the rating of our hotel! We are glad that you seemed to have enjoyed your stay and hope to see you again very soon.
6/10 Okay
Caryn, Merrick
Travelled with family
28 Apr 2024
Liked: Cleanliness, staff & service
The hotel was very expensive and felt like although it underwent a renovation it wasn’t as nice as it had been in past. it has become increasingly expensive to dine and spend time at the property but the experience is less impressive.
There are other places that cost less that are as nice. Not worth the $$$.
Caryn
Stayed 4 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 29 Apr 2024
We are saddened to read your review and want to extend our sincere apologies for the issues you encountered. Your feedback on where we fell short is gratefully received, as we are committed to improving our accommodations and service.
The villas are the best part of staying here, we upgraded and they accommodate our f needed. Thalia at desk is sweet and helpful. Frank set us up by poolside, and Alondria was very nice and helpful to keeping us fed and serving drinks , the vibe is so nice, will make my 3rd visit soon
Betty
Stayed 4 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 29 Apr 2024
It was a delight to welcome you and we appreciate your review. We're happy to know our amazing team and amenities were the highlights of your stay. Looking forward to many more returns!
Response from Yvonne Ramos, Director of Guest Relations on 29 Apr 2024
Cleanliness is a top priority to us, and your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.
some of the staff like Orlando by the beach and Darren the waiter by the beach were amazing and could not be more helpful and accommodating.
james
Stayed 4 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 25 Apr 2024
Your comments regarding your experience with the staff at the Fairmont El San Juan Hotel are greatly appreciated. Thank you for taking the time to provide feedback. We will share your comments with our team. This feedback will serve as an inspiration to all of our staff as we strive to continuously improve the quality of our services. I would like to thank you again for sharing your experience with us.
Great staff except for security was asked twice was I a resident there when I in fact was staying in the villas and didn’t see that interaction with anyone else except me and partner.
Eldrick
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 17 Apr 2024
We very much appreciate your feedback regarding your stay at the Fairmont El San Juan Hotel. It is always a pleasure to receive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience.
Response from Yvonne Ramos, Director of Guest Relations on 13 Apr 2024
Thank you for the great rating and comment of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.
8/10 Good
Cherry Ann
Travelled with family
8 Apr 2024
Liked: Cleanliness, staff & service
Our room had a view of the casino roof and some of the plaster on the wall had come off previously. The service was very nice. The power had cut out a few times when we first arrived. There were a couple of girls stuck in the elevator while the power was cutting out and their screams were disconcerting. I believe they were ok from the ordeal. We used the stairs after that. We were rarely on the property. We had a full itinerary, exploring the island. The valet team as well as the team working the towels and pool were all very attentive. Housekeeping was always on point.
Cherry Ann
Stayed 7 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 13 Apr 2024
It is always a pleasure to receive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience.
We loved our stay. This property is beautiful and the buildings and greenery are beautiful. Our bungalow was perfectly situated to the pool, dining, and beach, and the room was updated and lovely. Housekeeping did a wonderful job, and all of the staff were extremely friendly and polite and went above and beyond. We would definitely return!
Rachel
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 13 Apr 2024
It was a delight to welcome you to the Fairmont El San Juan, we appreciate your review. We're happy to know our amazing team and amenities were the highlights of your stay. Staff is a top priority to us, and your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.
6/10 Okay
James
Travelled with family
4 Apr 2024
Room's were overpriced, food was overpriced and not that good. The mosquitos and cats were terrible. I can't honestly recommend the place to anyone I care about.
James
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 4 Apr 2024
Thank you for taking the time to tell us about your experience at the Fairmont El San Juan Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Fairmont, we strive to provide a superior service experience for every customer; therefore, your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the topics mentioned and prevent future occurrence.We appreciate your sharing your concerns
4/10 Poor
Randy
2 Apr 2024
Light would h go on out unexpectedly
Randy
Stayed 3 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 4 Apr 2024
We apologize for the inconvenience this situation caused during your visit. The Power Company had several interruptions in the Isla Verde and surrounding areas. The property does have a generator that starts working once the power goes out and when the power returns the generator turns off automatically.We do hope this does not deter you from returning in the future.
Rooms was spacious and very nice. Loved the shampoos and soaps! I love Lelabo… had some minor inconveniences, but staff took care of it right away as well as customer service. I would more than gladly stay at this property again.
Stephanie
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 13 Apr 2024
We very much appreciate your comments regarding your recent stay. It is always a pleasure to receive such positive feedback and I will be delighted to share your kind comments and compliments with all our colleagues.Thank you again for sharing your experience and we look forward to warmly welcoming you again in the near future.
8/10 Good
frankie
1 Apr 2024
Liked: Property conditions & facilities
frankie
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 4 Apr 2024
Thank you for rating your most recent stay with us. We look forward to seeing you again.
A beautiful wine & beverage refrigerator… empty. Not just mine, all rooms, empty. Unacceptable especially for a hotel claiming to be a Fairmont.
Check-in took over 1/2hr with only 4 others in front of me. After a long day of circling in the air and being diverted to PR, just wanted a relatively simple check-in and cold water. $700 does NOT justify this hotel AT ALL!
Kenneth
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 31 Mar 2024
Thank you for taking the time to tell us about your experience at the Fairmont El San Juan Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Fairmont, we strive to provide a superior service experience for every customer; therefore, your feedback is very important to us. We appreciate your sharing your concerns.
Overpriced, the hotel smells of mildew and needs to be cleaned up and painted. Limited dining that was very expensive and not very good. The staff were friendly and spa was good (but very expensive). Stay at the Marriott for a better experience
Tara
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 31 Mar 2024
Your feedback on where we fell short is gratefully received, as we are committed to improving our accommodations and service. We appreciate you taking the time to share.
8/10 Good
Jennifer
Travelled with partner
22 Mar 2024
Liked: Cleanliness, staff & service, amenities
Everything was very expensive. The pools were nice. Staff were very friendly. Our room was nice but needed cosmetic work. My biggest complaint was there was a constant sewer smell by our pool room suites.
Restaurant in the hotel were food. Cana for dinner was good I had the sword fish. Il Sole Pizzeria Was the best food on the property. Banyan tree side grill by the pool had good fish tacos and chicken sandwich. Casino was small but ok. We won a little but not as much as we do at bigger casinos.
Jennifer
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on 24 Mar 2024
It was a delight to welcome you to the property and we appreciate your review. We're happy to know our amazing team and delicious food options were the highlights of your stay. Your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.
Response from Yvonne Ramos, Director of VIP services on 24 Mar 2024
Thank you for rating the property. We will share with the team so that we can continue focus on improving for guest satisfaction.
2/10 Terrible
Nia
19 Mar 2024
Nia
Stayed 2 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 13 Apr 2024
We very much appreciate guest feedback regarding their stay at the Fairmont El San Juan Hotel. At your leisure if you could share what led to the rating, we will be happy to take into consideration for future improvements.
Response from Yvonne Ramos, Director of VIP services on 24 Mar 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.
10/10 Excellent
Erika
Travelled with family
16 Mar 2024
This was my first time staying at this hotel and my family and I absolutely loved it. The food and drinks were pricey but I was not surprised by this. However, I was surprised by the attitude from some of the staff. Most of the staff we came in contact with were very friendly and eager to help in any way they could. I cannot say that about some of the bar tenders. Two bar tenders in particular seemed annoyed whenever I walked up to the bar to place an oder. I did notice they were also cold to other people placing orders at the bar as well. I stayed on the third floor and the music from the lobby sound like it was coming through the floor! Other than that, I had a good experience and would go back in the future.
Erika
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of VIP services on 17 Mar 2024
We very much appreciate your comments regarding your stay and the staff at the Fairmont El San Juan Hotel. It is always a pleasure to receive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be even better than this stay.
Response from Yvonne Ramos, Director of VIP services on 17 Mar 2024
Thank you for taking the time to share your feedback. While I wish you had a better experience, feedback is what we learn from and use to improve. If you could share details, we would appreciate it.
Response from Yvonne Ramos, Director of VIP services on 13 Mar 2024
Thank you for sharing your rating and feedback for others to read. We look forward to seeing you return soon!
10/10 Excellent
Thad
Travelled with partner
7 Mar 2024
Liked: Amenities
This hotel had the best people working there. So helpful , kind and informative. The beach was spectacular along with the beach staff. Great food and the casino was a good time too ! From the minute we checked in to the minute we left just awesome here !!!
Thad
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on 13 Mar 2024
It was a delight to welcome you, and we appreciate your review. We're happy to know our amazing team and delicious food options were the highlights of your stay. Your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.
10/10 Excellent
Laurie
6 Mar 2024
Laurie
Stayed 3 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 31 Mar 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.
10/10 Excellent
Laurie
6 Mar 2024
Laurie
Stayed 3 nights in Mar 2024
Response from Yvonne Ramos, Director of Guest Relations on 31 Mar 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.
Response from Yvonne Ramos, Director of VIP services on 6 Mar 2024
Thank you for taking the time to rate us. It seems that we did not live up to your expectations. At your leisure we would appreciate to read what can we do to improve services/amenities for future enjoyment. Guest feedback is extremely important for us to help improve.
8/10 Good
Julieth
3 Mar 2024
Liked: Cleanliness, staff & service
Rooms has carpets with moisture smell
Julieth
Stayed 4 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on 6 Mar 2024
We appreciate you sharing your feedback with us. I have shared with the appropriate teams so we can focus on improving the topic at hand. We look forward to your return in the future.
Beautiful place and perfect for someone wanting beach and pool options! Needs more dining options though!
Emily
Stayed 3 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on 2 Mar 2024
We appreciate your sharing your feedback and concern. We have shared with the appropriate team members for future improvements. It is our hope that you will give us the opportunity to better serve you in the near future.
2/10 Terrible
Vladimir
24 Feb 2024
Vladimir
Stayed 4 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on 24 Mar 2024
Thank you for rating the property. Feedback is important so we can work on improvements. At your leisure we look forward to hearing what can be done for future satisfaction.
8/10 Good
Shady
Travelled with family, Travelled with family and small children
Property was good but the pools were always at capacity with little open seats available unless you go early to get your seats.
Shady
Stayed 7 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on 2 Mar 2024
We appreciate your sharing your feedback and concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.
2/10 Terrible
Mayra M
20 Feb 2024
Mayra M
Stayed 3 nights in Feb 2024
Response from Yvonne Ramos, Director of Guest Relations on 2 Mar 2024
We are saddened to see your rating and want to extend our sincere apologies for whatever issues you encountered. Your feedback on where we fell short is gratefully received, as we are committed to improving our accommodations and service. We look forward to hearing from you soon!
Outstanding service. The staff was able to accommodate several uncommon requests and needs that we had without any hesitation! Beach staff was also quick to please with towels shade umbrellas and food and drinks.
MICHAEL PETER
Stayed 6 nights in Feb 2024
Response from Yvonne Ramos, Director of VIP services on 2 Mar 2024
Extremely appreciative! Your feedback will be shared with the respective teams to ensure our high standards are being upheld. We hope to have the opportunity to welcome you back for an even better stay in the future.
2/10 Terrible
Dennis
18 Feb 2024
Dennis
Stayed 1 night in Feb 2024
Response from Yvonne Ramos, Director of VIP services on 24 Mar 2024
Thank you for rating the property. Feedback is important so we can work on improvements. At your leisure we look forward to hearing what can be done for future satisfaction.
Response from Yvonne Ramos, Director of Guest Relations on 13 Feb 2024
Thank you for the great rating of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.
8/10 Good
Joanne Marie
Travelled with partner
4 Feb 2024
Liked: Amenities
Overhead shower in the room did not work.
Front desk staff were not responsive to our daily requests to fix it.
Joanne Marie
Stayed 5 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on 13 Feb 2024
We are saddened to read your review and want to extend our sincere apologies for the issues you encountered. Your feedback on where we fell short is gratefully received, as we are committed to improving our accommodations and service.
Enjoyed the bars and pools and the entertament As far as the Cana the dinner was very poor to spend 60 dollars for a paella and the service was not good and the place was not even crowded I was better off eating at the bar again And the surcharges on everything is crazy I arrived on the evening of the 27th and left at 4am 0n the 31th why am I charge reseort fees ? for those dates
Blaise G
Stayed 4 nights in Jan 2024
Response from Yvonne Ramos, Director of VIP services on 9 Mar 2024
Thank you for sharing your comments with us, feedback such as this helps improve for future enjoyment. Please feel free to reach out to anyone of us to assist in clarifying any doubts. We look forward to hearing from you.
Room was above the night club and and pounding noise from the speakers u till 3am for 3 nights felt like punishment.
Jessica
Stayed 3 nights in Jan 2024
Response from Yvonne Ramos, Director of Guest Relations on 13 Feb 2024
Thank you for choosing to stay with us during your recent trip. Our goal is to provide every guest with a wonderful experience, and we're disappointed to learn that wasn't the case for you. We offer our sincere apologies for the service you received that was short of expectations.