Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 4.0/5 1,287 reviews

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Fairmont El San Juan Hotel - Image 1
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Fairmont El San Juan Hotel - Image 4
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  4.0/5  1,287 reviews

TripAdvisor Rating  4.0/5  1,763 reviews

Disappointing

TripAdvisor rating 3.0/5

Adventurer826911 TripAdvisor review

My experience at El San Juan was pretty average with several disappointments. First off, the walls are very thin and starting early in the morning you’ll hear the maids talking and laughing very loudly with no regard for those sleeping in their rooms. The first night we were there we had a bottle of champagne sent up to our room for my birthday. We drank half the bottle and saved it for the next night. When we came back to our room the next day, the maids had trashed our champagne. I called the front desk to explain what had happened, she transferred me to the kitchen, showing she clearly didn’t want to deal with me. I explained again to the woman in the kitchen who said she could send another bottle to my room for $75. I told her that was absurd that we’d need to pay again because of the maids negligence and she said “I don’t have any proof of that.” So apparently I’m a liar! The next day I found that my medication was missing. We turned the whole room upside down and couldn’t find it anywhere. We got a text asking about our stay so far and I told them what had happened and that this is a big concern for my health and quite frankly so terrible as it seemed my belongings were not safe in my room. Their response was “sorry for any inconvenience this may have caused.” The hotel clearly is not equipped to be at max capacity (week before Christmas). Every morning we would come down for breakfast and wait 30-45 mins to be seated and to enjoy cold, picked over food for the price of $45 per person. Our mattress was most likely 15-20 years old as it was broken in many places, lumpy and hard. The check out process took 30 minutes of standing in line with others who were also checking out or in with two people working, again the week before Christmas. It’s a beautiful hotel and the pool and restaurant staff are very polite but it truly was a s*** show and some updates need to be made.

Great stay

TripAdvisor rating 5.0/5

Guide816648 TripAdvisor review

We had a wonderful stay at the San Juan Fairmont hotel. I was a little concerned about the reviews that mentioned loud music, so I put in a request for rooms away from any loud music, and got very quiet rooms. Housekeeping was outstanding, security was excellent, the rooms beautiful and completely updated. We tried a few of the restaurants, the only one that didn’t meet our expectations was restaurant Cana.

Saved our trip! Wonderful Resort!

TripAdvisor rating 5.0/5

Sawcut Couples - TripAdvisor review

We stayed 2 days at another nearby hotel which was nice. We happened to walk over to the ESJ one evening and were impressed by the bar and evening life and the overall resort. After leaving the other hotel we ventured off to a pre reserved Airbnb which end up being a total mess. We came straight back to this resort and booked 4 nights. The best thing we could have ever done. The staff to check us in were very accommodating and helped us relax. The rates were cheaper for so much more, and cleaner and nicer. The bartenders help us pick nice drinks. We stayed in an ultra nice villa and enjoyed easy beach access. All the staff in closing security greet you as guest with a smile. I highly rate this resort as it has multiple pools a gym, a few restaurants, and more. Wonderful resort, probably the best in the area.

Disgusting.

Customer review rating 0.5/5

Conner R. Families - Confirmed reviews ALL

Moments after I stepped off of the elevator, it was abundantly clear that we would be leaving this hotel. Every door had handprints and damage. The carpet had trash all around and was un vacuumed. When we entered our room, there was obvious water damage, water in between the paint in the walls, dust, grime on the light switches in the doors, rust on the ceiling, Dirty tissue boxes, and a shower that I would never allow in my own house, even in my lowest moment. The room smelled like mildew, and it wouldn’t surprise me if there was mold in it. It was to the point where I was uncomfortable sleeping in the sheets. When I made the complaint and was moved the next day to a new room, the first thing I was greeted with on the bathroom floor was a half smoked cigarette. Not to mention, when I went to the pool area, it was of the grade of a Ramada inn. It was obvious that there were people using the facilities that were not staying at the hotel, it was dirty, there was trash, it was not swept. It is not someplace. I would bring my family at all, even though this was recommended as a family hotel. I have stayed at the Fairmont orchid in Hawaii and had a great experience. This experience prompted me to stay with Fairmont in San Juan. I wish I never had. It was the worst part of my trip and ruined an entire day. I moved to a new property that was half the price and leaps and bounds cleaner than the Fairmont El San Juan. I can’t stress enough how absolutely disgusting my room was. I will probably never stay at a Fairmont again.

Thank you for taking the time to share your feedback. I am deeply sorry to hear about the issues you experienced during your stay with us. Your description of the condition of your room and the overall cleanliness is truly concerning and does not reflect the high standards we strive to maintain. I sincerely apologize for the discomfort you faced, from the state of the room to the experience with the pool area. It is disheartening to know that we fell so short of providing you with the quality and comfort you deserve, especially as a guest who chose to stay with us based on your positive experiences at other Fairmont properties. Please know that your feedback has been shared with our housekeeping and maintenance teams for immediate review and corrective action. We take these matters very seriously and are committed to improving our service and facilities to ensure this does not happen again. Thank you for bringing this to our attention, and I hope you will consider giving us another opportunity in the future to restore your faith in our brand.

Customer review rating 3.5/5

Olga Solo - Confirmed reviews ALL

My stay was fine but I feel the rooms are not being properly maintained from years ago. I am a frequent El San Juan guest, when it was owned by Hilton, and though many of the amenities have been kept well...the rooms I feel are deteriorating, especially for the price paid.

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Other web-users rate our hotel

  • 600 reviews 8.9/10 Location
  • 1,119 reviews 5.4/10 Room
  • 2,707 reviews 8.6/10 Service
  • 5 reviews 0/10 WiFi
  • 807 reviews 8.1/10 Food
  • 675 reviews 9.2/10 Pool
  • 485 reviews 9.5/10 Beach
  • 460 reviews 4.2/10 Cleanliness

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.