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Reviews of Fairmont El San Juan Hotel

5 out of 5
Fairmont El San Juan Hotel
6063 Isla Verde Avenue, Carolina

Reviews

8.0

Very good

Rating 10 - Excellent. 640 out of 1261 reviews" "
Rating 8 - Good. 261 out of 1261 reviews" "
Rating 6 - Okay. 162 out of 1261 reviews" "
Rating 4 - Poor. 93 out of 1261 reviews" "
Rating 2 - Terrible. 105 out of 1261 reviews" "

8.6/10

Cleanliness

8.4/10

Staff & service

8.4/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Erubey, Norwalk

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great pool area and beach accessibility.
Stayed 3 nights in May 2024

8/10 Good

joe

Travelled with family
Liked: Cleanliness, staff & service, amenities
The El San Juan is simply a staple of PR. Though elegant and large in its prime real estate, it’s beginning to look weathered. The power is constantly going off, AC leaks, but the El San Juan always has a special place in my heart. It’s old world charm and just history is amazing. I would definitely keep giving it opportunities to disappoint me…it’s a huge undertaking to keep such a large expensive property in perfect condition, so for that I give them a pass.
Stayed 3 nights in May 2024

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities
The property and staff were excellent. But Expedia needs to work on its communication with the property. We booked the room on Expedia over an hour before showing up at the property. The staff had no record of our booking so we had to wait over an hour in the lobby while they contacted Expedia to see if the booking was made.
Stayed 1 night in May 2024

10/10 Excellent

Maria

Liked: Property conditions & facilities
Stayed 2 nights in May 2024

8/10 Good

Marlene

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Older property but well kept. Nice staff. Very friendly and accommodating. My neighbors in the bungalow next door were loud at 2-5am and the walls are not completely soundproof. The room also had a wet smell to it which I have experienced before in poolside rooms. Great pools and beach. Nice breakfast buffet with a good selection.
Stayed 5 nights in May 2024

10/10 Excellent

Marian

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly and helpful
Stayed 1 night in May 2024
Response from Yvonne Ramos, Director of Guest Relations on 18 May 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.

10/10 Excellent

mecca

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I love how the clean your room everyday without asking them I love the pool & the beach the hotel is beautiful food is good yes it little expensive but it worth it if u going to Pr this will be the best hotel everyone pay just to come they have day pass for the pool & beach
Stayed 4 nights in May 2024
Response from Yvonne Ramos, Director of Guest Relations on 18 May 2024
Wow! Thank you so much for the amazing review. Clean accommodations are something you can always expect at the Fairmont El San Juan. We will definitely pass along your praise. Looking forward to your return.

4/10 Poor

Michael

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Our bathroom was extremely small, very uncomfortable. The rugs smelled moisty. The overall look of the hotel is old, beatiful but old , water was falling from the ceiling , the pos at the bar wouldnt accept apple pat and was outdated. Staff was great thow , and the spa is to die for.
Stayed 1 night in May 2024
Response from Yvonne Ramos, Director of Guest Relations on 11 May 2024
It was a delight to welcome you to the Fairmont El San Juan, we appreciate your candid review. We're happy to know our amazing team and SPA 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

Geneve

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location has many different walkable restaurants and supermarkets. In addition, it is located across from an Enterprise car rental. The hotel is clean and the staff was extremely welcoming.
Stayed 3 nights in May 2024
Response from Yvonne Ramos, Director of Guest Relations on 11 May 2024
Thank you for taking the time to leave us a review. We are glad that you appreciated our team and enjoyed your accommodations. We look forward to welcoming you back soon!

10/10 Excellent

Juan

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great stay!
Stayed 2 nights in May 2024
Response from Yvonne Ramos, Director of Guest Relations on 11 May 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

Leidy Laura

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice
Stayed 5 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 11 May 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

Marisa Elizabeth

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was amazing and so accommodating. We were able to check in early and they made sure the stay was nothing less than wonderful
Stayed 2 nights in May 2024
Response from Yvonne Ramos, Director of Guest Relations on 11 May 2024
Thank you for the great rating and feedback of our hotel and staff! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities
Great hotel with a great lobby, bars and casino.
Stayed 4 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 11 May 2024
Thank you for the great rating and feedback of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

Weston Griffith

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great time
Stayed 6 nights in Apr 2024
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

Liked: Cleanliness, staff & service
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
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 $$$.
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.

8/10 Good

Betty

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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
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!

10/10 Excellent

Jose A

Liked: Cleanliness, staff & service, property conditions & facilities
Amazing place very clean
Stayed 3 nights in Apr 2024
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.

10/10 Excellent

Ryan

Stayed 5 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 18 May 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.

6/10 Okay

james

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
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.
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.

6/10 Okay

Heber

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 25 Apr 2024
We appreciate you rating our hotel! Your feedback regarding your stay at the Fairmont El San Juan Hotel would be greatly appreciated.

10/10 Excellent

James

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This place was amazing
Stayed 7 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 23 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.

10/10 Excellent

Sabrina

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel is amazing definitely recommend this will always be my go to for the area. Great staff very knowledgeable and friendly.
Stayed 3 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 20 Apr 2024
Thank you for the great rating and feedback of our hotel and staff! We are glad that you enjoyed your stay and hope to see you again very soon.

6/10 Okay

Amanda

Stayed 6 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 11 May 2024
Thank you for the rating of our hotel! We are disheartened at the fact that it seems that you did not enjoy your stay, at your leisure please feel free to share details of what we could have done differently so as to ensure a memorable trip.

10/10 Excellent

Annakay

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 20 Apr 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

Eldrick

Liked: Cleanliness, property conditions & facilities
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.
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.

10/10 Excellent

shawn

Stayed 4 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 11 May 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

Sara

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best hotel I’ve stayed at in Puerto Rico
Stayed 1 night in Apr 2024
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.

10/10 Excellent

gina

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very expensive
Stayed 2 nights in Apr 2024
Response from Yvonne Ramos, Director of Guest Relations on 13 Apr 2024
Thank you for the rating of our hotel! We have shared with the appropriate team members so as to look into future improvements.

10/10 Excellent

SHEENA

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice hotel
Stayed 3 nights in Apr 2024
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
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.
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.

10/10 Excellent

Rachel

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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!
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
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.
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

Light would h go on out unexpectedly
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.

10/10 Excellent

Stephanie, West Miami

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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.
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

Liked: Property conditions & facilities
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.

4/10 Poor

Kenneth

Disliked: Staff & service, property conditions & facilities
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!
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.

6/10 Okay

Tara

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
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
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
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.
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.

8/10 Good

Stacy, West Salem

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
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

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.

10/10 Excellent

Stephanie M

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The El San Juan and Isla Verde are absolutely beautiful and very convenient to get away. would highly recommend
Stayed 4 nights in Mar 2024
Response from Yvonne Ramos, Director of VIP services on 17 Mar 2024
Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

10/10 Excellent

Luis, San Lorenzo

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great staffs
Stayed 1 night in Mar 2024
Response from Yvonne Ramos, Director of VIP services on 17 Mar 2024
Thank you for the great rating and shout out to the staff! We are glad that you enjoyed your visit and hope to see you again very soon.

10/10 Excellent

Jessica

Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful
Stayed 1 night in Mar 2024
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
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.
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.

10/10 Excellent

Janet L

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
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.

2/10 Terrible

Yanelis Perez

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Mar 2024
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.

10/10 Excellent

Dianna

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Pools area are clean and the beach is beautiful
Stayed 5 nights in Mar 2024
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
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 !!!
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

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.