Hôtel Fairmont El San Juan 5 étoiles

This is a tough review to do, because there were so many things right... and so many things utterly WRONG! It is as beautiful as ever, but a discerning eye can see some of the leftovers from Hurricane Maria, such as the bubbling wallpaper in the lobby bathroom as you enter to the grand ball room... or the decayed door frames... There are SERIOUS inconsistencies in customer service - from "malcriada/tudy" front desk staff, to other front desk staff or bell hops or parking staff or pool staff (Juan, Josue (?), Luis, the lovely bartender), Jessica (?) the manager, Yosue the super bartender and his rum knowledge - who simply excel at customer service -, the clean pools... the gym. But now enter the rooms... UG! When our travel agent made the reservation, there were no rooms to be had and he booked a "handicap" room. When we arrived and it was clear we were not special needs, the front desk asked if they could use the room, as they had a demand for this category of rooms, and of course we said "yes". Too early to check in, we dropped off the bags with the exquisite bell hops, and off we went galavanting until late. Upon arrival, they sent us to the Banyan Rooms, (112 to be exact), and they were delicious! (or so we thought): a charming cabana with private sunning balcony, a small sitting area, a welcome bag and water bottles, king size bed and a gorgeous sunk shower for 6 people (yea it was big). Missing were the wash cloths and not enough towels. The room felt humid, and yes heat had been scorching but we thought "eh, the ac can't keep up with the heat". That was an understatement. Uncomfortably hot (the room went up to 81 degrees - YES I CHECKED and I should have photographed it), we gave the room a chance. Night #2... more comfortable to sleep outside in the 80+ weather than the room. Engineering came and tried to reprogram the thermostat... no can do. So we switched rooms. To 113. Any better? NOPE, and to our horror, there was garbage in the corner that went without cleaning, the doors didn't shut unless you slammed them (housekeeping actually left our door WIDE OPEN which let the heat in with a vengeance). 1130 pm on our last night there, and they moved us... AGAIN. Comfortable beds, uncomfortable heat and humidity. I think the sauna would be cooler than the room. We asked for floor fans... THEY HAD NONE. Was the last room any "cooler" - kinda, it was sleepable. They comped the "hotel fees" with some apologies. Suffice to say, I loved the pool and the beach I grew up on. The rooms are so charming, and deceitfully ill prepared for guests. And that Front desk chick who "malcriada" told me SHE COULDNT MAKE CHANGE FOR TIPS - I wouldn't let her watch my dog. Nasty just doesn't suit a hotel where most of the staff is the saving grace to an establishment with history and character. On another note - there is live music, dancing, super expensive restaurants, boutiques, spa, starbucks, godivas. Enough to keep you busy.

Wow! So glad any of the negative reviews on here didn't deter our decision to stay. We had 2 rooms for our mom/daughter friend trip. Upon arrival, we were greeted by Frances who informed us our rooms were upgraded. We had one room in the Pool Villas and the other in the Ocean Villas. Both rooms were beautiful, large, and ground level. The hotel itself has a traditional Fairmont style decor (dark, wood) in the main lobby/casino area whereas the grounds look more like a modern resort (white, tropical). Although the two styles doesn't really match, we enjoyed the two vibes. We hung out mostly in the pool area where the pool bar was located. The area was a bit of a scene with party groups, DJ music, and overall energetic. There was another small pool and also a larger pool nearby, if anyone wanted a quieter space. It did appear that many non-hotel guests came in for the day pool party though (we didn't see any hotel guest stay verification to be on property). The beach was beautiful and calm. We only left the hotel a couple times and found Ubers easy to get to/from the Fairmont. Definitely recommend this hotel for adults, groups, or older families.

Beautiful location and several amenities. Some general feedback - staff was not real helpful (concierge and check in) - they seemed preoccupied and not interested in answering questions. We booked a beautiful room with a great view (even though the windows were extremely dirty). However, the bathroom was SMALL!!!!! We are used to larger bathrooms. Extremely limited storage space and only one person at a time could get ready. We told the staff that the outlet on the bedside did not work. They didn't seem concerned. Food - Service at all of the eating places was fantastic! Breakfast was great and varied! The chandelier lounge had interesting cocktails. Steakhouse was great, if overpriced.

This review is solely about the staff. Extremely friendly and helpful! Frances at the feo desk was exceptional and did everything she could to accommodate our requests. Not many folks with her customer service skills left anymore. Also have to mentol Miosotis in Housekeeping, she was exceptionally kind accommodating as well.

Definitely not 5 star quality. Our “ocean view” villa overlooked a pool not the ocean (villa 116) and was in serious need of an update. If you are looking for a party vibe, this will be enjoyable. If you are looking for a relaxing, peaceful experience, as we were, this hotel is not for you. The music was so loud (and bad, although I understand that is subjective) it was inescapable even in our room. Forget about an afternoon nap unless you bring ear plugs.