Fairmont El San Juan Hotel - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1893 reviews

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  Budget Cruise Ship type experience

  Very nice staff. Good food. Absolutely not a 5 star establishment. Only stay here if you're looking for a cruise ship type of experience with guests who play sports in the pool while wearing their t-shirts and beer drinking guests are congregating around the pool until 2am. Walls are thin, and ypu hear everything going on outside until 2 or 3am making it hard to rest. Just remember, the closest thing to a budget cruise ship experience on land. If you do stay here, dont spend up for the ocean view villas (lile we did). Way overpriced for the accommodations. On the other side, bathrooms seem pretty newly updated although our plumbing fixtures had cracks letting them spray all over the place other than where you want. Feel ripped off

  Jan 20, 2026
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  WORSE HOTEL IN THE WORLD!!

  HORRIBLE EXPERIENCE! STAY AWAY FROM THIS HOTEL! We booked and paid for a one night stay at this hotel while we were on our way to St. Barths. We landed in San Juan at around 9:30pm and arrived at the hotel around 10:30pm or so. When we got to the hotel and tried to check in, we were told that unfortunately the hotel was overbooked and they had no room for us, even though we booked the room and paid for it months in advance. They offered to send us to a different hotel that we were not familiar with - so we ended taking the cab at around 11pm or so to go to another hotel. This hotel is totally unreliable, do not stay here because you may book it and they may send you who knows where on the island. They should be closed down and not allowed to operate in the hotel industry. M. Covaci

  Jan 20, 2026
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  A Masterclass in How to Ruin a Stay

  This was, without exaggeration, one of the most disappointing hotel experiences I’ve had anywhere in the world. I booked a king room. When I checked in, I was never told they were sold out of that room type. Instead, I was quietly sent upstairs to a room with two beds and a terrible view, which I only discovered after opening the door. No apology. No real effort to make it right other than a menial breakfast credit and that’s only after I asked. Just bait-and-switch hospitality at its finest. The front desk staff were beyond unhelpful. Zero orientation. No overview of the property. No mention of restaurants, bars, pools, events—nothing. They took my money and effectively shoved me toward an elevator like I was an inconvenience for daring to show up. Every staff member I encountered seemed to actively resent being there, and even more so, resent interacting with guests. I arrived in a great mood; they fixed that fast. The collective personality of the staff could generously be described as that similar to a wet dish rag. This was my fourth stay here, and somehow it gets worse every time. This one sealed it—I will never stay here again nor will my friends, family, or the rooms I book for corporate travelers during the annual SESA conference. Let’s talk price, because that’s the real insult. This hotel is not worth $600+ per night. It’s a $400 hotel at best, and even that’s being charitable. For a property carrying the Fairmont name, this one is frankly embarrassing. It may actually be one of the worst Fairmonts in the world—and I don’t say that lightly. I’ve stayed at Fairmonts from Banff to Quebec City to Baku, Azerbaijan, and this one doesn’t even belong in the same conversation. I usually stay at the St. Regis or Marriott as an Ambassador, but with the St. Regis permanently closed, I hoped this could be a reliable alternative. It isn’t. Not even close. Save your money. Save your mood. There are far better places in Puerto Rico that actually understand what hospitality means—this just isn’t one of them. I would now recommend the Vanderbilt if needing to be in San Juan area or Royal Isabela on the west side of the island.

  Jan 16, 2026
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  Could be better

  I was very disappointed with my stay at the Fairmont El San Juan. While the property has a great location and aesthetic, the overall experience did not meet the expectations of a luxury resort. The room was very standard and had a noticeable moldy, musty smell that made it uncomfortable to relax or sleep. For a hotel at this price point, cleanliness and air quality should be a basic standard. Additionally, the front desk staff were unwelcoming and dismissive. Interactions felt cold and unhelpful, and there was a clear difference in how guests were treated. I observed white patrons receiving noticeably warmer, more attentive service, while I was met with indifference. The experience carried subtle but undeniable undertones of bias, which made me feel uncomfortable and undervalued as a guest. Hospitality should be inclusive and respectful to all guests. Unfortunately, this was not the case during my stay. I would not recommend this hotel based on my experience.

  Jan 14, 2026
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  Amazing service at the Beach/Pool

  We were visiting Puerto Rico for the Bad Bunny concert and the Fairmont did not disappoint. The staff is amazing, especially Wilifred, Enwil and the pool staff (I believe her name was Ashley or Jessica.) We look forward to coming back!

  Jan 10, 2026