Fairmont El San Juan Hotel - European Plan

Customer ratings & reviews

TripAdvisor Traveler Rating

1830 reviews

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  Disappointed in Paradise

  I was so disappointed with this hotel. It is historic and when I walked in, I felt like I was somewhere special. The room were ok size wise but dust literally everywhere and caked onto the outlets and selves. The bathroom is tiny. In the lobby, there is a love and beautiful chandelier and bar but every seat cushion is stained. Same by the pool. The pool was clean but missing tiles. It was easy to get seats and there was. Plenty of room. My 4 yr old has asked to go back to Puerto Rico every day since we left. The beach was one of the most beautiful beaches ever. The service was great. The food was expensive but good. The towels at the beach had some light stains. The towels in the hotel room smelled like fish or something. I actually could have overlooked everything other than the dust and the towel smell. For this price I was disappointed as fairmount is my fair brand. Location was great.

  Apr 23, 2025
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  Wonderful vacation

  Just returned from a wonderful vacation at the Fairmont El San Juan. Beautiful hotel on the ocean, clear warm water. Hard working staff that make sure you are having a good time. We enjoyed breakfast at Cana to start our day. Great coffee! I would like to give a shout out to Kenneth at the front desk - Orlando at Cana and Gladys at the Banyon Tree restaurant . Can't wait to go back!!

  Apr 21, 2025
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  Do not stay here!

  I was really excited for this trip and chose the Fairmont because of their reputation. Do not be fooled. This hotel gives the Fairmont brand a bad name. I will preface this with it was an extremely busy holiday week, but even still - the customer service was terrible. First - the hotel is run down. It needs a major facelift and update. Our room had a bathroom so small that when you entered, you had to stand on the toilet to then shut the door. Saying it was a poor layout is an understatement. I asked 3 times about shower gel (the container in the shower was empty and never refilled during our stay) but it was never taken care of, so we went out and bought some soap. The hotel does text you to check in and I did respond but no one ever responded to those texts. Since it was a busy week, the elevators were packed during peak hours - which can be expected. I would take the stairs for efficiency, as did a lot of people, and each time guests could complain about the dead cockroaches in the stairwell. It was disgusting. You do have to get up extremely early to have a chance of getting seats at the pool or beach. But don’t expect any food or beverages service while there. A few times someone would come by asking if anything was needed, but whatever we asked for was never brought. The bartender was super rude about a wrong drink order and just kept saying she made the drinks (wrong) already and we’d have to take them. We’d order a glass of wine and then be told that kind was sold out - even though there were 3 different types of it on their menu. It was a lot of this back and forth during our stay. I will say the guys out front are super nice and helpful. I spoke to a manager at one point when no one was getting back to me and she was very pleasant and offered to give me a small credit to use - but she didn’t really seem to care about all of these issues. Having housekeeping filling up empty shower gel containers seems like a very easy thing to get done, but it could not be figured out. I thought it was a very high price point for the level of hotel and service that was provided. We have friends who are switching their hotel options for upcoming trips based on this as we had dinner at some other hotels and the staff we encountered at those were kind, helpful and were looking to go out of the way to help enhance your experience. You can get this level of service and accommodation at a MUCH lower price point at many other hotels in Puerto Rico.

  Apr 19, 2025
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  TOP SHELF PLACE!

  Our experience at the ESJ was very satisfying. Having returned for the first time in thirty plus years, we found the hotel as enchanting as ever. What a beautiful property! The staff and management were always so kind, respectful and accommodating. Beautiful pools, relaxing atmosphere, excellent entertainment. Isla Verde Beach is perfect in so many ways. We will certainly return as the ESJ is now our favorite!

  Apr 17, 2025
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  Mixed but disappointed with some staff

  It was ok,for the price you paid,not sure if it was worth it.Same price as Ritz Carlton but the room is not up to par.It looks like it was an old hotel taken over by Fairmont.The bathroom has a smell on it.The housekeeping needs to be trained not to open the door esp when someone is inside.The lady that handles the chairs by the beach should explain nicely and not start her explanation with the word “listen”,she is an older lady and the younger ones and servers were nice.I did not expect a royalty treatment but one with respect.I commend Sheila one of the servers,she was nice and was explaining how to order and the food reccom.The beach lady on the other hand just said didn’t you see the sign.Really just being mad and states I will find you a chair when I find one.Very rude.Fairmont you want to be up par.Train your staff a bit better if you want people to go back.I have been to the Fairmont in other places and you cant compare the service and the staff there.Coming back again????im not sure about that.

  Apr 17, 2025