Fairmont El San Juan Hotel 5 stars

Customer review rating (ALL Rating) 4.0/5 1,285 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

  • 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

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  1,285 reviews

TripAdvisor Rating  4.0/5  1,703 reviews

Great hotel and location

TripAdvisor rating 5.0/5

Global18753517986 TripAdvisor review

Went on a couples trip and had a wonderful time. The hotel rooms are spacious and very comfortable, the location is close to everything, hotel amenities are great, and the atmosphere is always fun. They have lots of food options including Starbucks , a few boutiques , spa and you can rent bicycles

Worst customer service! Stay away! Rooms are dated and worn out!

TripAdvisor rating 1.0/5

Roberto A Families - TripAdvisor review

Terrible customer service. They don’t treat families with kids good. They only care about night life and the bars. If you are a family you will hate it here. The room is tiny, holes in the walls, carpet is torn everywhere by the windows, the shower head works when it wants. Grabiel Rivas (manager) swore he’d make it right and get me in a nicer hotel and never did. Couldn’t even grant me a late check out. Paid $2500 for 4 days for a nightmare. The pillows are extremely uncomfortable. The casino only has 2 tables of roulette and 4 blackjack tables. I don’t know how it has a high rating but honestly I would never come back again. Save ur money and book at La concha. Much cleaner, better customer service and actually care about their tenants.

Took my deposit 2 times

Customer review rating 2.5/5

M. M. M. Friends - Confirmed reviews ALL

My deposit was taken twice and not credited back

Thank you for taking the time to share your feedback about your recent stay with us. We are truly sorry for the inconvenience you encountered regarding your deposit and other aspects of your visit. We understand the frustration of having your deposit taken twice without being promptly refunded. Our investigation revealed that while there was a deposit posted to your account, we could not locate a second deposit. We encourage you to contact our accounting department at your earliest convenience, as they are ready to assist in resolving this issue. We also apologize for the delay in preparing your room at the agreed-upon time, causing inconvenience during your arrival and check-in. Rest assured, we are implementing measures to prevent such delays in the future. Your feedback is extremely important to us as we strive to enhance our services. If you have any further concerns or need additional assistance, please do not hesitate to let us know. We hope you will consider staying with us again, affording us the opportunity to provide you with a more pleasant experience. Thank you for your understanding and patience.

Awful experience

Customer review rating 0.5/5

Jason Friends - Confirmed reviews ALL

The front desk lady was extremely rude. I am very easy going and don’t like to complain. She made promises and didn’t keep her end of the promise. Two of our rooms in the room block were not ready until about 8pm and she promised a discount that she did not follow through on. She also was rude to all of my friends in the room block we booked. My friends and I will likely never book a room block with this hotel again. The staff needs to be re-trained. She is also charging my friends and I with our credit cards after the fact. It is complete fraud to do this and the only reason I am not taking legal action is because we live near Boston. Instead, we are disputing the extra charges she ran our credit card. If the owner reads these messages, please contact me to discuss. I just want you to know what kind of a place you are running and what happens when you aren’t there.

Thank you for taking the time to provide feedback regarding your recent stay at the Fairmont El San Juan Hotel. I sincerely apologize for the experience you and your friends had. Your comments are very concerning, and I assure you that we take such feedback seriously. We strive to offer the highest level of service and it is clear that we fell short during your visit. I apologize for the rudeness you encountered at the front desk and for the issues with your room block. This is not the standard we hold ourselves to, and I will be addressing this matter with our team immediately to ensure retraining and corrective measures are implemented. Regarding the charges to your credit card, I understand your frustration. We value your patronage and hope to have the opportunity to restore your faith in our hotel. Your comfort and satisfaction are our top priorities. Thank you for bringing these issues to our attention.

Awful experience

TripAdvisor rating 1.0/5

Companion46684387611 TripAdvisor review

The hotel staff were extremely rude. Our room block was not ready when we arrived and the front desk lady promised a discount that she did not follow through on. I complained upon checkout and her manager sided with her. Very unprofessional.

Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience you experienced during your stay with us. We strive to provide exceptional service, and it is clear we fell short during your visit. We are very sorry to hear about the issues with your room block not being ready and the promised discount not being honored. Your comments regarding the rudeness of our staff and the handling of your complaint are particularly concerning, and we will address this matter internally to ensure it does not happen again. Please know that we value your feedback

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Other web-users rate our hotel

  • 548 reviews 8.8/10 Location
  • 1,039 reviews 5.5/10 Room
  • 2,375 reviews 8.7/10 Service
  • 754 reviews 8.4/10 Food
  • 595 reviews 9/10 Pool
  • 420 reviews 4.1/10 Cleanliness
  • 301 reviews 4.8/10 Comfort
  • 212 reviews 8.7/10 Bar

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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 (VAT and tourist tax included) 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.