Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 3.8/5 719 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  719 reviews

Customer review rating 2.5/5

Greg K. Business - Confirmed reviews ALL

The suite we stayed in was dirty when we arrived. It had limited towels, etc. There was even a cigarette left by the prior guest*. We were there as a Group (Dental Health Products)

Dear Greg K., Thank you for sharing your feedback regarding your recent stay. I sincerely apologize for the cleanliness issues you experienced upon arrival and the lack of adequate amenities. Your comments are valuable, and I assure you they will be reviewed with our team for improvement. Fairmont El San Juan Hotel

Customer review rating 3.0/5

Sydney S. Couples - Confirmed reviews ALL

We got married here and had a wonderful experience! The hotel is gorgeous and well located. It was spirited enough for our friends and class enough for our grandparents! Eduardo in the events department was a blessing to work with. Manuel left us with a lot of questions and confusion over the event, so having Eduardo step in alleviated all of our concerns. Our stay itself was amazing and exceeded all of our wildest dreams.

Dear Sydney S., Thank you for sharing your thoughts regarding your recent wedding experience at our hotel. We are delighted to hear that you found our location and ambiance suitable for your celebration and that Eduardo made a positive impact during your planning process. However, I regret that your interactions with Manuel did not meet your expectations. Your feedback is invaluable, and we aim to ensure all team members provide a seamless experience for our guests. We appreciate your understanding and hope to welcome you back for future occasions. Best regards, Fairmont El San Juan Hotel

Customer review rating 1.5/5

Kumud K. Business - Confirmed reviews ALL

The AC in our room wasn't working and after calling 4 times and being told someone is on their way, no one came. Eventually we had to escalate to a manager at the front desk who ended up changing our rooms but it was not something I would expect from a brand like Fairmont

Dear Kumud K., Thank you for sharing your feedback regarding your recent experience. I sincerely apologize for the inconvenience you encountered with the air conditioning and the delay in response from our team. It is our priority to provide excellent service, and I regret that we fell short during your stay. Your comments are valuable in helping us improve our operations and ensure a better experience for our guests in the future. Best regards, Fairmont El San Juan Hotel

Customer review rating 3.5/5

James W. Families - Confirmed reviews ALL

Great outdoor space, plenty of chairs at pool, rooms dates and not terribly clean. Food was just OK.

Dear James W., Thank you for your feedback regarding your recent stay. We are pleased to hear that you enjoyed our outdoor space and pool area. However, we regret that the condition of your room and the dining experience did not meet your expectations. Your comments will be considered as we strive for continuous improvement. Fairmont El San Juan Hotel

Customer review rating 3.5/5

Jefferson M. Families - Confirmed reviews ALL

Generally and overall nice, but experience with beach chairs and umbrellas is problematic. There are no written instructions about the process and rules other than a sign: “Dear Guest, Please remember beach and pool chairs and are available on a first come basis and may no (sic) be reserved. Personal items left unattended will be turned into lost and found, and the chaise lounge will become available for other guest to use. Thank you for your understanding.” We inquired how to get an umbrella and 2 chairs at the beach, but really couldn’t get an answer, I believe at least in part due to a language barrier. Eventually we saw how other guests did it and tried again, this time asking for an umbrella and 2 chairs and tipping $20, and we got an umbrella opened and pads and towels placed on 2 chairs. We then put our belongings on the chairs and went back to the room to get our daughter. About 55 minutes later we returned to find our belongings in the sand and people on our chairs. We spoke with the people and they said that the sign that I quoted gave them the authority to take our chairs and place our belongings in the sand. We went to the stand and explained the situation, and really couldn’t get an answer as to who was in the right, but the attendants agreed to send someone over to see if the people were guests at the Fairmont, and if not, they would “kick them out.” I walked over to the chairs with the attendant and a conversation was initiated in English. However the 3-way conversation in English quickly switched to a 2-way conversation in Spanish, which excluded me, and then ended with no explanation other than a shrug. There were no more umbrellas. They got some broken chairs for us that we placed under a nice shade tree, but we really felt let down.

Dear Jefferson M., Thank you for sharing your feedback regarding your recent stay with us. We value guest input as it helps us improve our services. I am pleased to hear that you found the overall experience nice; however, I deeply regret the challenges you faced with the beach chair and umbrella process. Our policy clearly states that beach and pool chairs are allocated on a first-come, first-served basis without reservations, and I understand how the lack of clear instructions may have contributed to your difficulties. Additionally, I acknowledge that language barriers can complicate communication, and I apologize for any frustration this may have caused. It is disheartening to learn that your belongings were moved while you were away. While our staff strives to ensure that all guests adhere to our policies, I regret that you felt excluded from the resolution process. Your experience is important to us, and I appreciate your insights regarding communication and service. Thank you once again for your feedback, and we hope to better serve you in the future. Sincerely, Fairmont El San Juan Hotel

Other web-users rate our hotel

  • 521 reviews 8.9/10 Location
  • 1,029 reviews 4.9/10 Room
  • 2,265 reviews 8.3/10 Service
  • 6 reviews 0/10 WiFi
  • 732 reviews 7.9/10 Vibe
  • 643 reviews 7.8/10 Food
  • 541 reviews 8.9/10 Pool
  • 443 reviews 3.5/10 Cleanliness

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