Ratings based on 1,273 Verified Reviews
4.3 Room cleanliness
4.2 Service & staff
4.0 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 8 Jun 2024
One of the best resorts yet
by A verified traveler
Posted 8 Jun 2024
Staff were overall friendly and welcoming. Room could have been cleaner with more attention to detail around the cracks and crevices especially in the bathroom. On the second day the valet staff lost the keys to the car. It took them an hour to find the keys which they admitted was their fault. This in return caused us to miss a reservation that we had and was non refundable.
Comment from Hotel Management
8 Jun 2024 by Yvonne Ramos, Director of Guest Relations , Hotel Management
Thank you for taking the time to share your feedback following your recent stay at the Fairmont El San Juan Hotel. We are pleased to hear that our staff were friendly and welcoming.We sincerely apologize for the cleanliness issues you experienced in your room, especially in the bathroom. We will address these concerns with our housekeeping team to ensure that such details receive the attention they deserve in the future.We also deeply regret the inconvenience caused by the valet staff losing your car keys, which resulted in you missing a non-refundable reservation. This is not the level of service we strive to provide, and we will take immediate steps to ensure this does not happen again. Your feedback is invaluable in helping us improve our services, and we hope to have the opportunity to welcome you back for a flawless stay in the future.
by A verified traveler
Posted 8 Jun 2024
Excellent service
Comment from Hotel Management
8 Jun 2024 by Yvonne Ramos, Director of Guest Relations , Hotel Management
Thank you for your wonderful review and for awarding us a 5 out of 5 rating. We are delighted to hear that you received excellent service during your stay at the Fairmont El San Juan Hotel.Our team strives to provide exceptional experiences for all our guests, and it is always rewarding to know when we have succeeded. Your kind words will be shared with the entire team as an encouragement to keep up the great work.We look forward to welcoming you back in the near future for another outstanding stay.
by A verified traveler
Posted 8 Jun 2024
Overall property was okay but not sure if it’s worth the price point for me. In comparison to other hotels I have stayed at in other places not worth $300 a night. Also only seemed like two elevators was available to guest so took forever to get to lobby and vice versa. Not use to that at all. Restaurants onsite was nice but a bit overpriced(room service definitely overpriced but the bbq chicken quesadillas are really good), better off venturing out and exploring other restaurant options in the area and in old San Juan(20 minute car ride)
Comment from Hotel Management
8 Jun 2024 by Yvonne Ramos, Director of Guest Relations , Hotel Management
Thank you for taking the time to share your feedback following your recent stay at the Fairmont El San Juan Hotel. We appreciate your honest comments and are glad to hear that you found some aspects of your stay enjoyable.We regret that you felt the property did not offer good value for the price. We strive to provide a premium experience for our guests, and your feedback is invaluable in helping us improve. We will review our pricing and amenities to ensure they are aligned with guest expectations and provide the best possible value.We apologize for any inconvenience caused by the limited elevator availability. We understand how important efficient access is, and we will look into ways to improve this aspect of our service.It is great to hear that you enjoyed the BBQ chicken quesadillas at our onsite restaurant. However, we are sorry to hear that you found the overall dining experience to be overpriced. We will review our menu pricing to ensure it reflects the quality and service we aim to deliver.We hope you had the opportunity to explore the nearby dining options and enjoyed your time in Old San Juan. Your feedback helps us enhance our guest experience, and we hope to welcome you back in the future for a stay that exceeds your expectations.Thank you once again for your review.
by A verified traveler
Posted 7 Jun 2024
by A verified traveler
Posted 7 Jun 2024
by A verified traveler
Posted 4 Jun 2024
Great Place-Fun Clean
Good People
Comment from Hotel Management
5 Jun 2024 by Yvonne Ramos, Director of Guest Relations , Hotel Management
Thank you for the great rating and comments of our hotel and staff! We are glad that you enjoyed your stay and hope to see you again very soon.
by A verified traveler
Posted 4 Jun 2024
We love this girl and staff are amazing. We will be back soon
Comment from Hotel Management
5 Jun 2024 by Yvonne Ramos, Director of Guest Relations , Hotel Management
Thank you for the great rating of our hotel and staff! We are glad that you enjoyed your stay and hope to see you again very soon.
by A verified traveler
Posted 3 Jun 2024
Comment from Hotel Management
5 Jun 2024 by Yvonne Ramos, Director of Guest Relations , Hotel Management
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.
by A verified traveler
Posted 2 Jun 2024
Comment from Hotel Management
5 Jun 2024 by Yvonne Ramos, Director of Guest Relations , Hotel Management
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.
