Fairmont El San Juan Hotel - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1809 reviews

• 

  Disappointing and dirty

  The lobby is vibrant and attractive. Upon reaching the room floors it all changes. Everything needs a good cleaning and a paint job. Rooms are basic. Our view was atrocious (which is fine we were only here for 36 hrs). Every meal was mediocre if not inedible. Dinner last night for four was $500 and the fish was so overcooked it was like jerky. Spectacularly disappointing. The music around the pool was entirely too loud. Clientele left a little to be desired.

  Mar 17, 2025
• 

  Awesome

  Nice hotel at isla verde Carolina The hotel is really beautiful with swimming pool in front of the beach. The rooms are spacious and cleans with a nice view on the beach. The breakfast buffet is excellent with very large choices The only point to improve is the quality of the welcome at reception of some receptionists

  Mar 15, 2025
• 

  Great Trip!!! Thank you El San Juan Hotel!

  We just returned from a fantastic week (March 6-13, 2025) at the beautiful El San Juan Hotel, and we can’t say enough about how wonderful our experience was! From the moment we arrived, every single staff member was incredibly kind and welcoming. The bartenders were friendly and engaging, the pool staff went above and beyond to ensure guests were comfortable, and our room was cleaned promptly and meticulously each day. One of the biggest highlights for us was the ample seating at the pool—something we’ve struggled with at other resorts. It was such a relief to be able to relax and enjoy the surroundings without the stress of securing a spot at the pool or beach. The entire vibe of the hotel is just amazing, from the beautiful atmosphere to the perfectly curated music playing by the pool. Evenings at El San Juan Hotel were just as special. The historic bar transports you to another era with live entertainment and an energetic yet elegant ambiance. The casino was the perfect size for us—not too overwhelming but still offering plenty of fun. We travel often, and this was our third trip to Puerto Rico in the last 10 years, but by far the best experience we’ve had. At checkout, we were invited to become Fairmont members, and we immediately said yes—we can’t wait to stay updated on special events and return next year! Thank you, El San Juan Hotel, for an unforgettable stay. See you in 2026!

  Mar 14, 2025
• 

  A Disappointing Stay Despite a Great Location

  I had a great time in San Juan and Puerto Rico. Locals were extremely kind and welcoming. Following their advice, I booked a tour for the old town and the Rainforest "El Yunque", both absolutely worth it. However, multiple incidents made my stay at the Fairmount El San Juan unsatisfactory, and had I known in advance, I would have chosen another hotel. I don’t consider myself a difficult client, but I’ll let you judge: 1. The room view was not as advertised. You have a fifty-fifty chance of getting the unappealing roof of the lobby and casino. 2. Upon arrival, I noticed stains on the bedsheet, though housekeeping came quickly to replace it. 3. A 6:30 AM yoga session I booked to see the sunrise was a no-show. No one at the front desk knew where the instructor was; I ended up waiting 20 minutes in vain. And I still have no idea why. 4. One day, the cleaning staff didn't come. I never expect daily room service, but I requested it, as my trash bin was full. I requested it a second time as it was getting late, but they didn't come on that day. 5. The internet went down for several hours one morning. 6. At checkout, I was charged an unexpected $500 "resort fee". It was not disclosed by the travel agency or the hotel upon arrival, which felt deceptive, especially when everything was announced as "complimentary." This is a family-friendly hotel, meaning noise from kids and pool splashing is to be expected. I also witnessed a wedding by the pool, with regular guests awkwardly observing the ceremony. Another mixed aspect is its proximity to the airport: convenient, but the sound of planes can be disruptive at night. It seems the Fairmont tries to offer everything (casino, nightclub, fancy restaurants, pools, gym, tennis/basketball court, spa, beach access, Starbucks, souvenir shop), but this compromises guest experience. Ultimately, the lack of transparency and inconsistent service left me disappointed.

  Mar 10, 2025
• 

  Does not live up to the Fairmont expectations.

  I expected more from the Fairmont El San Juan. The experience was just ok. The public spaces are kept up reasonably well, but the rooms are not. Our room had a large picture missing - we could tell because the 3 large hooks were still in the wall and the paint was a different color from where the picture must have hung - not a big deal, but indicative of the upkeep. We were there for 3 days - hand soaps were never replaced, glasses were not replaced though we clearly used them. We felt the minimum was done. Just not up to the Fairmont brand. Most of the staff was we encountered were friendly and helpful.

  Mar 05, 2025