Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 3.9/5 736 reviews

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Fairmont El San Juan Hotel - Image 1
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6063 Av Isla Verde, 00979 San Juan, Puerto Rico

Description

Hotel extras

  • Three Green Keys

  • Iconic hotel located on award-winning Isla Verde Beach

  • Four pristine pools with cabanas to enjoy

  • Newly renovated guest rooms, suites and villas

  • Wellness spa and fitness center

Our accommodation(s)

Hotel location

Fairmont El San Juan Hotel

6063 Av Isla Verde
00979 San Juan
Puerto Rico

GPS:18.442995, -66.019684

Telephone

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  3.9/5  736 reviews

Customer review rating 5.0/5

Veronica S. Business - Confirmed reviews ALL

Omg ! It was amazing two days work related but give me the opportunity to use the facilities and everyone was on point with their customer service.

Dear Veronica S., Thank you for your kind words regarding your recent stay. We are pleased to hear that our location and staff service met your expectations. It is our aim to provide excellent customer experiences, and we appreciate your feedback. Goodbye and best regards, Fairmont El San Juan Hotel.

Customer review rating 4.0/5

David A. Business - Confirmed reviews ALL

We have been staying at the resort nnow for over 10 years when it was the El San Juan. We have enjoyed our stays there. Everyone is very friendly EXCEPT for the front desk staff. Every year it's the same. They are not welcoming (" Welcome to the Fairmount") and they are not very accommodating with requests. There is one woman in particular who seems to have her job.

Dear David A., Thank you for your kind words regarding your long-standing relationship with our resort and your positive experiences over the years. We appreciate your feedback regarding the front desk staff, and I regret that your recent encounters did not meet your expectations. It is our goal to provide a warm and welcoming atmosphere for all our guests. Your comments will be shared with the team to ensure we continue to enhance our service. Thank you once again for your loyalty. Best regards, Fairmont El San Juan Hotel

Customer review rating 1.5/5

Kimberly T. Business - Confirmed reviews ALL

The front desk personnel was the best part of our stay. The other people we encountered at the hotel wouldn’t even acknowledge us as we passed them. We had to say hello first, it felt like they could care less. The hotel itself is absolutely filthy. I saw the same dirty bandaid on the rug in the lobby for 2 days. Yuck. The lights and water in the room stopped working mid-shower and when it came back on the water was brown. There was a dried used contact lens on the floor of our room and the towels in the bathroom had what looked like blood on them. Absolutely disgusting! The treadmills in the gym were broken and the whole hotel had a vibe that it needed some serious TLC. We were extremely disappointed considering the price of the room per night. We were expecting a luxury experience with friendly staff. Instead it was a run down hotel with staff that looked like they didn’t even want to be there. The friendliest people we encountered were the locals we met OUTSIDE the hotel in the city. I could go on and on but we were not happy with this experience at all and do not plan on ever returning.

Dear Ms. T., Thank you for sharing your feedback regarding your recent stay. I regret to hear that your experience did not meet your expectations, particularly concerning the cleanliness and overall condition of the hotel. We strive to maintain high standards, and it is disheartening to learn that we fell short during your visit. I appreciate your kind words about our front desk personnel, as we aim to provide excellent service. However, I understand your frustrations regarding interactions with other staff members. Our goal is to create a welcoming atmosphere, and it appears we did not achieve that in your case. The issues you encountered in your room, including maintenance concerns and hygiene standards, have been noted. Your comments regarding the fitness facilities will also be addressed. We value your insights as they help us improve our services and facilities. We sincerely apologize for the disappointment you experienced and appreciate your time in providing this feedback. Sincerely, Fairmont El San Juan Hotel

Customer review rating 3.0/5

Lexter R. Couples - Confirmed reviews ALL

I recently stayed here for two nights and was quite disappointed with the lack of basic amenities. There was no body wash provided in the bathroom for the entire duration of my stay, which was inconvenient and unexpected for a hotel. I had hoped this would be resolved after the first night, but unfortunately, it wasn’t addressed. While other aspects of the stay were acceptable, this oversight significantly impacted my overall experience.

Dear Lexter R., Thank you for sharing your feedback regarding your recent stay. I sincerely apologize for the inconvenience you experienced due to the absence of body wash in your bathroom. Ensuring that our guests have access to essential amenities is a priority for us, and I regret that we fell short in this instance. Your comments are invaluable and will assist us in improving our services. We appreciate your understanding and hope to provide you with a better experience in the future. Goodbye, Fairmont El San Juan Hotel

Customer review rating 1.5/5

Alisabeth H. Families - Confirmed reviews ALL

We had breakfast included in our rate everyday and despite calling and emailing it has not been resolved. Very disappointed. I would not recommend.

Dear Alisabeth H., Thank you for sharing your feedback regarding your recent stay. I regret to hear that you experienced billing issues and difficulties in resolving them. We value our guests' experiences and appreciate your comments as they help us improve our services. Goodbye, Fairmont El San Juan Hotel

Other web-users rate our hotel

  • 524 reviews 9/10 Location
  • 1,044 reviews 5.1/10 Room
  • 2,322 reviews 8.3/10 Service
  • 6 reviews 0/10 WiFi
  • 740 reviews 7.8/10 Vibe
  • 682 reviews 7.8/10 Food
  • 554 reviews 8.9/10 Pool
  • 447 reviews 3.6/10 Cleanliness

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