Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 3.9/5 713 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

Find out more

ALL Rating  3.9/5  713 reviews

TripAdvisor Rating  4.0/5  1,902 reviews

A Classic that could use a little updating

TripAdvisor rating 4.0/5

lisanN6703ZH TripAdvisor review

The hotel could benefit from some updates, as signs of wear and tear are noticeable, especially in the rooms and it appears to be understaffed. It often feels like much of what you’re paying for is the entertainment in the lobby. While the hotel advertises a Saturday poolside DJ, there was no DJ this past Saturday. Adding more island flavor to the pool area would greatly enhance the experience. Breakfast at Caña is excellent, especially when it’s included as part of a travel package.The refillable water bottles provided are a great idea, but there is no refill station in the lobby—only in one area of the property. At night, guests have no option to refill bottles and must purchase water instead. Overall, the lobby remains the highlight of the hotel and has always been its strongest feature

Amazing trip, incompetent concierge

TripAdvisor rating 5.0/5

Lisa S Families - TripAdvisor review

We had a wonderful trip! The pools were amazing, the service at the restaurants was great and the rooms were beautiful and clean. Jorge Juan, our waiter at the pool was wonderful! My only complaint is the concierge. I emailed them ahead of time about sending formula and diapers via Amazon for my baby, and I told them when I was arriving. They said they could be very accommodating, but they failed to mention that the room where they hold the packages is closed on Sundays... and of course we arrived on a Sunday. More importantly, when I asked about gluten free options, they said there were two restaurants at the hotel I could eat at and one 20 minutes away. This made it sound so depressing but fortunately, they were so inaccurate! All of the restaurants at the hotel had gluten free options (so 5 or 6 instead of 2). We drove to the one that was "20 minutes" away. It took 40 minutes to get there and their menu was abysmal. I have no idea why they suggested we go there. Rest assured, if you are gluten free, Puerto Rico has amazing options. Il Sole at the hotel has gluten free pasta too! Also check out Bari in old San Juan that has gluten free pizza! At some restaurants you do have to explain gluten free more than you would in other places, but the food is there.

Thank you for taking the time to share such detailed feedback regarding your recent stay at Fairmont El San Juan Hotel. We are truly pleased to hear that you enjoyed your overall visit, particularly our pools, dining experiences, and the service provided by Jorge Juan at the pool. Your kind comments about our rooms and restaurant teams are sincerely appreciated. At the same time, we are genuinely sorry for the frustration you experienced with our concierge services. Your feedback regarding package handling procedures and the guidance provided for gluten-free dining options is both concerning and valuable. This is not the level of clarity, accuracy, or personalized assistance we strive to deliver. Please accept our sincere apologies for the inconvenience this caused, especially while traveling with your baby and navigating dietary needs. Your comments have been shared with our leadership team so we may review our internal communication, operating hours, and dining recommendations to ensure more consistent and reliable guidance for our guests moving forward. We truly appreciate you bringing these matters to our attention and are grateful for the opportunity to improve. We hope to have the chance to welcome you back in the future and provide the seamless, attentive experience you rightfully expect from our team.

We loved the Fairmont Hotel

TripAdvisor rating 5.0/5

Michele R TripAdvisor review

The hotel is beautiful, we went to my best friend to celebrate her birthday, we have an amazing time the facilities are spectacular, we enjoyed he oool so much ave the area in the beach, Juan our waiters give us a outstanding service.. And Maria Isabel set us in a day that will be in one the best memories. Best service, best Hotel.

Thank you sincerely for sharing such a beautiful review following your recent stay with us at Fairmont El San Juan Hotel. We are truly delighted to know that you chose our hotel to celebrate such a special occasion as your best friend’s birthday, and even more pleased that the experience became one of your most cherished memories. Your kind words about our facilities, pool, and beach area mean a great deal to our entire team. It is especially rewarding to hear your recognition of Juan for his outstanding service, as well as Maria Isabel for helping create such a memorable day. We will be sure to share your wonderful compliments with them — moments like these are exactly what they strive to create. Thank you again for choosing Fairmont El San Juan Hotel. We look forward to welcoming you back for many more unforgettable celebrations.

Customer review rating 2.0/5

Samy S. Families - Confirmed reviews ALL

There was a large contingency of guests from a group. I was there with my family and my kids. The ole was not accommodating to me and my family . they more focused on the other guests. I paid for a Villa and all expenses associated with it

Dear Samy S., Thank you for sharing your feedback regarding your recent stay at our hotel. We regret that your experience did not meet your expectations, particularly concerning the level of service during your visit. Please be assured that we strive to provide all our guests with exceptional hospitality, and your comments will be reviewed with our team to enhance our service. best regards, Fairmont El San Juan Hotel

Customer review rating 1.0/5

Linda F. Couples - Confirmed reviews ALL

We stayed in the unit 121 on the ocean. This was one of the most expensive hotels we have stayed in and we were very disappointed with the room. There were major issues with our unit. 1. it had roaches, 2. the ceiling paint was peeling in the shower stall, 3. the front door lock did not work on the second day (called guest services they said they would send someone to check the battery), 4 the back door-lock latch had to be manually pushed in to close and lock from the outside and 5. there was green mold on the outside cushions.

Dear Linda F., Thank you for sharing your feedback regarding your recent stay at Fairmont El San Juan Hotel. I sincerely apologize for the inconveniences you experienced in your unit. The presence of pests and maintenance issues such as peeling paint and malfunctioning locks are certainly not the standards we strive to maintain. Additionally, I regret that the condition of the outdoor cushions did not meet your expectations. Your comments are invaluable, and they will be addressed with our team to ensure a more pleasant experience for future guests. We appreciate your understanding and hope to have the opportunity to welcome you back for a much-improved stay. Goodbye, Fairmont El San Juan Hotel

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Other web-users rate our hotel

  • 525 reviews 9/10 Location
  • 995 reviews 5.4/10 Room
  • 2,416 reviews 8.4/10 Service
  • 5 reviews 0/10 WiFi
  • 750 reviews 8.1/10 Food
  • 726 reviews 7.8/10 Vibe
  • 554 reviews 9/10 Pool
  • 435 reviews 3.9/10 Cleanliness

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