Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 3.9/5 751 reviews

Best price
guarantee
Fairmont El San Juan Hotel - Image 1
Fairmont El San Juan Hotel - Image 2
Fairmont El San Juan Hotel - Image 3
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  3.9/5  751 reviews

Customer review rating 5.0/5

Luis C. Families - Confirmed reviews ALL

Jose Padin was truly amazing. I appreciate his hospitality response knowledge of the resort and accommodation. If not for Jose Padin I may have never stayed here but thanks to jose I am glad my family and I did

Dear Luis C., Thank you for your kind words regarding your stay at our hotel. We are delighted to hear that Jose Padin made such a positive impact on your experience. Your appreciation for his hospitality and knowledge is truly valued. Goodbye, and best regards, Fairmont El San Juan Hotel

Customer review rating 0.5/5

Don E. Couples - Confirmed reviews ALL

We did not stay a single night. When we arrived we were told our room was not ready. We went to the pool area to have a cocktail. The pool furniture was is modest shape at best, paint was peeling from the foundation walls and generally the place did not look fresh or clean. After a couple of hours we were told that there were no king rooms even though we had a reservation for one and had actually upgraded. We were told that they had a queen room. When we got to the room the balacony overlooked a roof and hvac equipment. The room smelled of mold. When my wife stepped out of her shoes her foot was soaked by the rug. It was disgusting. I am a long time ACCOR member and have written to your CEO. We recently stayed at the Fairmoont in Seattle - a wonderful experience. Fairmont San Jaun was not that. The staff was also like deer in the headlights - clearly not trained in handling an awkward situation. This property needs new management and new investment.

Dear Don E., Thank you for sharing your feedback regarding your recent experience at Fairmont El San Juan Hotel. I sincerely apologize for the inconveniences you encountered during your visit. It is disheartening to learn that your room was not ready upon arrival and that the accommodations did not meet your expectations. We strive to maintain high standards of cleanliness and comfort, and it is clear that we fell short in this instance. The condition of the pool area and furniture is also noted, and I appreciate your observations as they are vital for our ongoing improvements. I regret that our team did not handle the situation with the professionalism you deserved. Your feedback regarding the staff's preparedness will be communicated to our management for further review. We value your loyalty to the Fairmont brand and understand your disappointment, especially in comparison to your previous stay in Seattle. We would like to invite you back to a 3day/2night complimentary stay to showcase who we truly are; if this interests you, please feel free to reach out to me directly (yv…) Thank you for bringing these matters to our attention. Best regards, Yvonne Ramos Director of VIP Services

Customer review rating 0.5/5

Sara O. Couples - Confirmed reviews ALL

I stayed at the Fairmont with my partner for the weekend. When we arrived our initial room was not ready at 5:30pm so we were moved to a room on the 9th floor. Initially the room seemed fine. However, we quickly noticed that there was no hot water. Only lukewarm water at best. We reported this to the front desk 3 times during our stay and nothing was done. Moreover, we had to ask for room service twice since the room was not cleaned by 5pm on 2 of the days of our stay. When I asked to switch rooms after the hot water was not resolved the first day, I was told it was impossible as they were full. When I checked out and ask for a rate reduction because we did not have hot water I was told to "send an email."

Dear Sara O., Thank you for taking the time to share your feedback regarding your recent stay at Fairmont El San Juan Hotel. I sincerely apologize for the inconveniences you experienced, particularly with the hot water and room service. We strive to provide our guests with the highest level of service and comfort, and it is disappointing to learn that we fell short during your visit. Your concerns regarding the hot water and the cleanliness of your room have been noted. While we always aim to accommodate our guests' requests, there are times when full occupancy limits our options. I understand how frustrating this can be, and I appreciate your patience as we work to enhance our services. Regarding the checkout experience, I regret that the resolution process was not satisfactory. We will review our communication protocols to ensure our guests’ concerns are addressed more effectively in the future. Thank you again for your valuable feedback, and I hope you will consider staying with us again. Sincerely, Fairmont El San Juan Hotel

Customer review rating 3.0/5

Moses C. Couples - Confirmed reviews ALL

The staff at from desk are not the most helpful and friendly , besides the concierge was good and friendly Rooms where Very neglected carped stained furniture was damaged bed had some bugs and ants (not bed bugs) Well not up there with other 5 star hotels And for that price not worth

Dear Moses C., 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 condition of your accommodations and the service provided by some staff members. We take such comments seriously and will ensure they are addressed internally. Your insights are valuable as we strive to improve our offerings and service quality. Best regards, Fairmont El San Juan Hotel

Customer review rating 4.0/5

Nicholas R. Families - Confirmed reviews ALL

We stayed at the Fairmont for 4 nights and had a great time. The pool and beach area were excellent. There was a dj playing great music and the atmosphere was fun. Staff was very friendly and helpful. Fun entertainment at night in the lobby. The rooms were clean. The only 2 negatives are 1- we payed a lot of money per night for an ocean view room and instead got a pretty terrible view of building rooftops with a tiny glimpse of the ocean. It is actually absurd that those rooms were considered ocean view. 2-the food and drinks were ridiculously expensive.

Dear Nicholas R., Thank you for taking the time to share your experience at Fairmont El San Juan Hotel. We are delighted to hear that you enjoyed a comfortable stay and appreciated the vibrant atmosphere, friendly staff, and entertainment options. We sincerely regret that your ocean view room did not meet your expectations. We strive to provide our guests with the best accommodations possible, and we understand how important the view can be during your stay. Additionally, we acknowledge your concerns regarding the pricing of our food and beverage offerings. Our aim is to provide quality services that reflect the unique experience we offer. We appreciate your feedback, which helps us enhance our guests’ experiences. We hope to welcome you back in the future for an even better stay. Best regards, Fairmont El San Juan Hotel

Other web-users rate our hotel

  • 520 reviews 8.9/10 Location
  • 1,029 reviews 5.1/10 Room
  • 2,372 reviews 8.3/10 Service
  • 5 reviews 0/10 WiFi
  • 722 reviews 7.9/10 Food
  • 721 reviews 7.7/10 Vibe
  • 551 reviews 8.9/10 Pool
  • 439 reviews 3.7/10 Cleanliness

Powered by Trustyou

Our other establishments nearby

Park Royal Home Stay Club Cala managed by Accor (Opening Nov 25) 4 stars

At 46.445 km

See the hotel