Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 3.8/5 792 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  3.8/5  792 reviews

Customer review rating 5.0/5

Irwin G. Couples - Confirmed reviews ALL

Everything and everyone was amazing from check in to check out

Dear Irwin G., Thank you for your kind words regarding your recent stay. We are delighted to hear that you had an amazing experience from check-in to check-out. Your appreciation for our staff and services is truly valued. Goodbye, Fairmont El San Juan Hotel

Customer review rating 0.5/5

Safiir S. Couples - Confirmed reviews ALL

Most review forms won’t allow anywhere near 8,000 words to be effective, but if you want a detailed, professional complaint that fills a large portion of the available space, you could write: My family and I booked this stay to celebrate a very special occasion, our anniversary, and unfortunately it turned into one of the most disappointing hotel experiences we have ever had. We chose this property expecting a relaxing and enjoyable experience, but from the moment we entered our room there were significant issues that were never properly addressed. The most immediate problem was a strong and unpleasant odor in our room. The smell was noticeable as soon as we walked in and made the room uncomfortable to stay in. We reported the issue multiple times during our stay, hoping that someone would investigate, move us to another room, or provide some sort of solution. Instead, we were told on three separate occasions that the smell was “normal” for that room. Being told repeatedly that an obvious and unpleasant odor was normal was frustrating and dismissive. Regardless of the cause, guests should not be expected to accept a room with a persistent bad smell, especially after bringing it to the staff’s attention multiple times. What made the situation even more disappointing was the lack of empathy and customer service shown when we expressed our concerns. Rather than feeling like valued guests, we felt as though our concerns were being brushed aside. A simple acknowledgment of the issue, an inspection, or an attempt to relocate us would have gone a long way. Instead, we were left feeling that our comfort and satisfaction were not a priority. Another issue involved my brother, who traveled a considerable distance to visit us. Prior to his arrival, I took the proper steps to add him to the room reservation. Despite this, he was still denied access. This created confusion, frustration, and unnecessary stress for everyone involved. We spent valuable time during our trip trying to resolve a situation that should never have happened in the first place. It was particularly upsetting because family was a major part of why we chose to travel and celebrate together. After he made the effort and expense of traveling, the lack of accommodation and flexibility from the property was extremely disappointing. Unfortunately, the problems did not stop there. During our stay, we ate at the on-site dining facility. Shortly afterward, my wife became ill with symptoms consistent with food poisoning. While it is impossible for us to know with absolute certainty what caused her illness, the timing raised serious concerns regarding the food served on the property. Watching my wife spend part of what should have been a memorable anniversary trip feeling sick was upsetting and completely changed the experience we had hoped to enjoy together. The combination of these issues created a cascading effect throughout our stay. Instead of enjoying our anniversary, we spent our time dealing with an unpleasant room, attempting to resolve access issues for a family member, and caring for my wife while she was unwell. What should have been a happy and memorable celebration became a stressful and frustrating experience. I understand that every hotel can experience occasional issues. What often separates a good property from a bad one is how those issues are handled. Had the staff taken our concerns seriously, shown empathy, and worked toward solutions, this review might have been very different. Unfortunately, our experience left us feeling unheard and unimportant. We invested our time, money, and expectations into this trip because it was a special occasion. Instead of creating positive memories, we left disappointed by the accommodations, dissatisfied with the customer service, and concerned about the dining experience. I hope management takes this feedback seriously and reviews the handling of guest complaints, room conditions, reservation procedures, and food quality standards. Based on our experience, I cannot recommend this property to others celebrating important occasions, traveling with family, or expecting attentive customer service. There are many places where guests feel welcomed, valued, and cared for. Sadly, this was not one of them. Our anniversary deserved better, and so do future guests.

Dear Safiir S., Thank you for taking the time to share your feedback regarding your recent stay at Fairmont El San Juan Hotel. We sincerely regret to learn that your experience did not meet your expectations, particularly during such a special occasion as your anniversary. We understand the importance of a pleasant atmosphere and will address your concerns regarding the odor in your room with our housekeeping team to ensure that all accommodations are welcoming and comfortable. Additionally, we apologize for the inconvenience related to your brother's access to the reservation and appreciate you bringing this to our attention. It is always our intention to facilitate a seamless experience for our guests and their families. Regarding your wife’s illness, we take all dining feedback seriously and will review our food quality standards to ensure the safety and satisfaction of every guest. We value your insights and will utilize them to enhance our service moving forward. Thank you again for your comments, and we hope you will consider giving us another opportunity to provide you with the experience you deserve in the future. Warm regards, Fairmont El San Juan Hotel

Customer review rating 3.0/5

Julissa F. Families - Confirmed reviews ALL

Rooms are not worth what you charge. Bathroom door does not lock, doors are in poor condition,

Dear Julissa F., Thank you for sharing your feedback regarding your recent stay. We regret to learn that your room did not meet your expectations in terms of value and condition. Your comments will be reviewed as we continuously strive to enhance our guests' experiences. Best regards, Fairmont El San Juan Hotel.

Customer review rating 5.0/5

Dennis D. Solo - Confirmed reviews ALL

Spectacular hotel. My room was spacious well stocked with bathroom supplies,full refrigerator and a spectacular view of the ocean. The bedroom cleaning service was immaculate. Breakfast was a luxurious display excellence. The Reservation staff, professionals who knew how to take care of room reservations, pricing, and all amenities. Each morning the pool is vacuumed to make sure extraneous items were left not in the water. The beach staff carefully put up umbrellas, lounges with several sets of towels.The food service for the beach was fast and the food was delivered hot. All of the bars serve drinks that were carefully made. Loved my experience and have booked my next 2 trips.

Dear Dennis D., Thank you for taking the time to share your extraordinary experience at the Fairmont El San Juan Hotel. We are thrilled to hear that you found our accommodations spacious and well-appointed, and that the breathtaking ocean view added to your enjoyment. It is gratifying to know that you appreciated the immaculate cleaning service and the luxurious breakfast display. Your recognition of our dedicated reservation staff, as well as our beach and food service teams, is greatly appreciated. We strive to maintain high standards, including ensuring our pool is clean and that our beach amenities are well-prepared for our guests. It is wonderful to learn that these efforts contributed positively to your stay. We look forward to welcoming you back for your upcoming trips and exceeding your expectations once again. Warm regards, Fairmont El San Juan Hotel

Customer review rating 2.5/5

Barry M. Couples - Confirmed reviews ALL

Our room set the tone for a bad experience.

Dear Barry M., Thank you for sharing your feedback regarding your recent stay. I regret to learn that your accommodations did not meet your expectations, particularly concerning the room's condition and value. We appreciate your insights, as they help us understand the areas where we can improve. Your satisfaction is important to us, and we value your perspective on our offerings. Goodbye, Fairmont El San Juan Hotel

Other web-users rate our hotel

  • 528 reviews 9/10 Location
  • 1,054 reviews 4.9/10 Room
  • 2,205 reviews 8.2/10 Service
  • 6 reviews 0/10 WiFi
  • 725 reviews 8/10 Vibe
  • 591 reviews 7.8/10 Food
  • 542 reviews 8.9/10 Pool
  • 455 reviews 3.5/10 Cleanliness

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