Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 3.9/5 1,405 reviews

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Description

ALLSAFE approved hotel

Hotel extras

  • Labeled ALLSAFE

  • 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

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  1,405 reviews

TripAdvisor Rating  4.0/5  1,645 reviews

Fantastic Stay for a Family Vacation

TripAdvisor rating 5.0/5

Sadie B TripAdvisor review

We switched to this hotel last minute because we were staying at El Conquistador and it was a terrible experience. My friend recommended the Fairmont and we switched that day and the switch absolutely made our vacation. From the second we stepped out of the taxi until the minute we left every single staff person was so nice and accommodating and kind to our 3 year old daughter. So many of the staff called us familia and I felt that way staying there. The food was great, the pool and activities were so fun, the room was nice and big, the location was great, the nighttime entertainment and live music was fun. It was top to bottom a fantastic experience and we came home ready to book again based solely on our stay here. It was a great place for a family trip and I would highly recommend it to anyone I know.

Elegant with an Upscale Latin Vibe

TripAdvisor rating 5.0/5

stevenutah TripAdvisor review

We stayed at this hotel at the end of our Caribbean trip, and it was a great way to finish our vacation. The resort is elegant, lively, and fun, yet still relaxing. We enjoyed the restaurants, shops, pools, and beach. There are some mixed reviews, but we were very pleased and would not hesitate to return.

Thank you for being our guest and for taking the time to share your delightful review. We are thrilled our wonderful amenities helped you have such a great visit. Please come see us again on future trips to the area.

Customer review rating 5.0/5

Rick N. Solo - Confirmed reviews ALL

PERFECT.. Martin the Bar tender is a great employee for the hotel. Personally is a true gentleman. Plus everyone else too. Can't wait to go back.

Dear Richard N., We very much appreciate your comments regarding your stay and Martin. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Customer review rating 2.5/5

F Business - Confirmed reviews ALL

Room Not serviced each day

Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. We appreciate your comment and have shared with our housekeeping management team.

Well located, worst parking

Customer review rating 2.5/5

David A. B. G. Families - Confirmed reviews ALL

We stayed at this hotel 3 years ago and it was fantastic. Let’s just say they’ve changed some things and they shouldn’t have. Since the addition of the casino, they moved the self parking and complicated the process. You literally have to get a new ticket each time you re-enter the parking lot, walk to the parking attendant desk inside the hotel(across from front desk) and get your ticket scanned EVERY TIME. If you don’t, the gate will make you pay to leave each time. The attendees don’t all know how the process works. You literally found out at the gate as to whether they knew what they were doing or not. If the gate opened, great. If the machine said you owed $87 for parking and ppl are honking behind you, the attendee was clueless. This was a HUGE inconvenience by itself, then add the fact no attendant occupied the desk regularly, resulting in 5-10 minute delays each time we came and went from the hotel. So….we literally walked to a neighboring restaurant to avoid the parking lot mess and took Uber back, resulting in $40 spent. Lastly, if you EVER book a room with Fairmont / Accor and are using vouchers, do NOT forget the vouchers! We had 7 days of vouchers and added them onto the website when booking this hotel. Upon arrival, we were told the vouchers could only be honored if physically presented. We flew from Atlanta to San Juan! I had to either fly home to get them or have someone get a key to my home and ransack it to get the vouchers. The manager would not work with me at all and Accor said it was up to the manager’s discretion. This hung a dark cloud over several days as to whether I’d have to fly back to Atlanta simply to get these paper vouchers. Stressful, to say the least. Do not forget yours! Restaurants - inside the hotel. Overpriced and underwhelming. We even spoke to some of the hotel staff about this and they agreed. We found better places to eat close by. The bar by the pool next to Caña, ask for Martin. He makes the best Piña Coladas and is funny! This is a beautiful hotel. The chandelier bar is amazing. Most of the hotel staff was nice and friendly. Even the hard-to-work-with manager was friendly. Caña breakfast and coffee was a great way to start the day. The cabanas at the pool made our pool/beach day a great experience. The wait staff at the cabana was regular and constant with service. Great drinks, plenty of water and snacks/food. The mushroom pizza flatbread was amazing! We called the front desk on our first day to let them know our shower was backing up/not draining and our toilet had a slow leak from the water line in back and left the floor damp our entire stay. No one ever showed up to fix things. I’d bet money it still hasn’t been repaired. Both trips to this hotel, the battery died in at least one door. This trip it was the back door and the last time it was the front door, resulting in delayed access to our room. In all my years of travel, I’ve not had this issue anywhere else. I’ve had key cards that didn’t work but never door battery issues. The bottom line is….if we returned to San Juan, we likely would stay somewhere else. The pros don’t outweigh the cons.

Dear David G., Thank you for taking the time to tell us about your experience at the Fairmont El San Juan Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Fairmont, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns.

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Other web-users rate our hotel

  • 521 reviews 8.7/10 Location
  • 997 reviews 5.4/10 Room
  • 1,936 reviews 8.4/10 Service
  • 6 reviews 0/10 WiFi
  • 567 reviews 7.8/10 Food
  • 541 reviews 8.8/10 Pool
  • 371 reviews 4.1/10 Cleanliness
  • 352 reviews 3/10 Value

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