Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 4.0/5 1,320 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  1,320 reviews

TripAdvisor Rating  4.0/5  1,751 reviews

Not a 5 star luxury hotel

TripAdvisor rating 2.0/5

sarahkM8990CU Couples - TripAdvisor review

I usually do not leave bad reviews, but I felt somewhat tricked by other descriptions and advertisements (particularly from travel magazines) of this hotel as a “five star,” “luxury” resort. I had also visited this hotel years ago and remembered it being nice, but as described in another recent review it is now old and rundown. The customer service was not up to a five star standard by any means. When we arrived, we were told that our room had failed inspection (honestly don’t know what this means) and that, despite booking months in advance, there was no other room in the more than 330 room hotel that fell within our booked room category. We were told we could leave and get a refund or stay and get a free breakfast. The hotel refused to give us any money back if we stayed. We booked through Amex fine resorts (still very confused why this hotel was approved for Amex fine hotels) and even tried to get them involved to help us, but to no avail. Despite this being an absurd resolution, it was 9 pm and we had no other place to go, so we stayed. The room we were ultimately given was dusty and needed a paint job. The hallways smelled like an indoor pool. I questioned the cleanliness of the place the entire stay with the information that our intended room had failed an inspection. Service for everything was slow and food was 6/10. This hotel is not cheap and there are much better hotels available for the same price point that are actually five star quality. I would not recommend staying here and would never stay here again.

One night at El San Juan

TripAdvisor rating 4.0/5

rdholi Families - TripAdvisor review

We enjoyed one night at the hotel and would consider the property again but be more careful with my booking. The common areas are the main attractions for this property. The casino, bars, restaurants, pools and beach offer a little something for everyone. However, we found the prices very high for the quality of the offerings but understand it takes a lot to maintain such a property. We chose to go off property for dinner to Casita Miramar and were very pleased with the restaurant. I reviewed it separately. One mistake I made was not paying enough attention to my booking. I booked accessible rooms that made the bathrooms less desirable for our stay. This was entirely my fault but feel it is important enough to mention. Accessible bathrooms are obviously designed for the safety and convenience of guests who need the features. Unfortunately, these design features may increase risks for those not needing the features. This particular design offered no water barrier to the entire bathroom floor. We needed to make a barrier with towels to keep the entire floor from getting wet and slippery. Once again, I booked these rooms and I am not disappointed in any way with the hotel. The intent is to simply create awareness for others.

Stay with caution!

TripAdvisor rating 1.0/5

Stuart D Couples - TripAdvisor review

What didn’t go wrong is a shorter list than what did go wrong. We arrived the first night to a room that did not fit the website description and wasn’t very clean. It looked like there was zero effort to vacuum the carpet and dust/wipe down the surfaces. In addition, the room felt like a cell. The website said floor to ceiling windows yet our room only had about a two feet of windows from the ceiling down, the rest being a cement wall. We arrived late and just wanted to go to sleep and figured we would talk to the hotel about the room in the morning. Little did we know sleep was not in our future. The hotel is a club, both in the lobby and at the pool, so there was music blasting from every direction which kept us up all night. After speaking to the hotel in the morning, they gave us a new room. In the process of switching rooms, the elevator broke down on us. While the hotel was helpful and timely in getting us out of the stuck elevator, it was not ideal. We spent the day at the beach and only spent time in the new room before going to dinner. In this time, the room next to us was blasting music which wasn’t an issue given it was not late but was a sign for what was to come later. In getting ready for dinner, we called for extra towels because one had a large stain on it. An hour and a half later and four phone calls with housekeeping (including one where they called to tell us towels were already sent even though we still had not received any) we finally received towels, making us late for dinner. While getting ready, we also noticed mold in the bathroom which was just another thing to add to the list of issues/dirt throughout the hotel. We arrived back from dinner ready to sleep after the sleepless night we had before only to be greeted by blasting music once again. At this point we decided our vacation would be better spent elsewhere given the previous 24 hours of problems so we booked a new hotel and left. The hotel staff was apologetic and made the exception to give us a refund for the nights we did not stay even though it was non-refundable. We confirmed the refund with them twice, in which both times they made it seem like a simple phone call from our credit card company to release the funds and we would receive the refund. Well based on all the other issues we should have known it wouldn’t be this easy. To no surprise, the credit card company had a hard time with getting the refund finalized. We spent many hours on the phone and even needed to return back to the hotel to work with the managers to get the refund process going, meaning more time of our vacation was spent around the issues with the hotel rather than moving on to enjoy ourselves elsewhere. Moral of the story, do not stay here unless you are looking to party and stay up all night and don’t care about the cleanliness of where you are staying. We will never understand how this is considered a five start hotel and received multiple awards. It is important to note that through all of this, the managers Gabriel and Stephanie were helpful and kind and did what they could to make the various situations better. It ultimately was not the experience we were looking for on our vacation but they deserve to be recognized for their efforts.

Thank you for sharing your detailed feedback with us. We deeply regret that your experience did not meet your expectations and that your stay was impacted by multiple issues. It is disappointing to hear that your room, the noise levels, and the overall cleanliness fell short of the high standards we aim to provide. We understand how these challenges could affect the comfort and enjoyment of your stay, and we sincerely apologize for any inconvenience caused. Rest assured, we take these concerns seriously and will review each issue carefully with the respective departments to ensure they are addressed promptly. We appreciate your acknowledgment of our managers Gabriel and Stephanie for their efforts in assisting you. Their dedication to turning around difficult situations is something we strive for, even when the overall experience may not meet expectations. While we recognize that this visit left you disappointed, we hope you might consider giving us another opportunity to provide you with the exceptional service and experience we are known for. Should you choose to return, please don’t hesitate to reach out to me directly so we can ensure your next stay is more enjoyable and reflective of our standards.

Disappointed !!! I have stayed here many times before but never again

TripAdvisor rating 2.0/5

Donna G Couples - TripAdvisor review

The Bungalow/ Room smells of mild dew , the fridge leaks and the door does not lock properly . I have address these problems with the front desk and nothing has been done .the staff is lovely and the hotel lobby and restaurant are very nice . It was a disappointment because of the room .

Thank you for taking the time to share your feedback. We sincerely apologize that your recent stay did not meet the high standards you have come to expect from us over your many visits. The issues you experienced, including the odor in the room, the leaking fridge, and the door not locking properly, are unacceptable, and we regret that they detracted from your stay. Please know that we take your concerns very seriously. Our maintenance team has been alerted to address these matters promptly to ensure they do not affect future stays. We appreciate your kind words about our staff and the overall hotel environment, and we are disappointed that your room did not reflect the same level of quality. We truly value your loyalty and hope you will give us another opportunity to provide you with the exceptional experience you deserve. Should you choose to return, please feel free to contact me directly, and I will personally ensure your stay is a comfortable and enjoyable one.

Hotel was awful

Customer review rating 0.5/5

Debra C. Families - Confirmed reviews ALL

I would never recommend hotel. Shower broken leaks throughout hotel with buckets. Rooms were not up to standards. Nickeled and dimmed our son for his wedding.

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Other web-users rate our hotel

  • 573 reviews 9/10 Location
  • 1,128 reviews 5.4/10 Room
  • 2,630 reviews 8.6/10 Service
  • 6 reviews 0/10 WiFi
  • 808 reviews 8.1/10 Food
  • 654 reviews 9/10 Pool
  • 471 reviews 4.4/10 Cleanliness
  • 465 reviews 9.5/10 Beach

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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.