I’ve stayed all over the island and have been at this location in the past visiting friends. Decided to stay a couple of nights this time (checked out this morning) and was pleasantly glad I didn’t stay somewhere else.
I’ve also been a Hilton Honors member for some time now so I know the brand. My experience was all positive.
From the moment I checked in at the front desk to checking out I felt the attention and service were very good (the front desk staff member even remembered my name 2 days later).
The housing service member on the 5th floor (I was in room 520) just outstanding and greeted me with a big smile and very attentive.
The bartenders in the casino bar (they were very busy) attentive and responded professionally to all my requests.
The breakfast staff also outstanding and hardworking with a smile and very cordial. I was impressed with their continued breakfast service despite breakfast ending so that hotel guests could get something to eat (you don’t see this everywhere).
The extras were well received: chairs & umbrellas on the beach, daily happy hour drinks, live music entertainment at the casino, breakfast and access to the pool.
Overall, a great experience. Will definitely make it back soon.
The only good thing about this place is the location. The rooms are outdated and ugly. The bathroom has mold in it. The telephone doesn’t work in my room. Whoever said the breakfast was good lied. It’s similar to school lunch. The quality is horrible when it comes to the buffet at the breakfast They have two restaurants on the first floor. They’re not even worth looking at. the casino is small. it’s just a small area in the corner, for the amount that they charge you would think that something good would come from staying in this hotel. The service is horrible as well. They gave me a room with 2 squirts of lotion and when I asked for them to refill it they never did. I had to come back pretty much towards the end of the day to ask again and I’m still waiting. I tell him the telephone didn’t work. They barely batted an eye. The gym is cute and small, I guess. I didn’t really get to enjoy the pool because it was raining, but that pool was quite large but still not worth paying the amount that I’ve paid to stay at this horrible low quality low value hotel that looks like a budget inn
My family recently stayed at the Embassy Suites in San Juan, Puerto Rico, and while the location is convenient, there were several areas where the experience fell short of our expectations. We arrived early, and the hotel staff kindly held our luggage until our room was ready, even bringing it up once we were checked in, which was appreciated. The location is a definite plus: it's only about a 5-minute walk to beautiful Isla Verde beach and very close to the airport, making travel to and from the hotel easy. The breakfast was decent, with the made-to-order omelets being a highlight, and one of the bussers during breakfast was especially kind each day.
That said, the hotel foyer and pool are beautiful; however, the hotel is starting to show its age. There were water spots on the ceiling, and while the pool area was nice, the busy freeway overhead detracted from the ambiance. The casino felt underwhelming and didn’t add much to the overall experience.
Unfortunately, customer service throughout the stay was lacking. The front desk often had long lines, and though there were several people behind the counter, only one seemed to be actively helping guests. Housekeeping knocked on our door repeatedly between 9:30 and 11:00 AM, even though checkout is officially at 11:00. My husband returned to the room just a few minutes after checking out to grab something he forgot, and by 11:05, the front desk was already calling to insist he vacate the room. That level of urgency felt excessive and rude.
Additionally, resort and parking fees were tacked on, which made the final cost less reasonable for the level of service received.
Overall, this is a nice enough hotel in a good location. Still, the poor customer service will likely have us staying elsewhere on our next visit to San Juan. The staff could definitely benefit from additional hospitality training to meet the standard you'd expect from a Hilton property.
THEFT BY STAFF!! My brother in law had visible money in his backpack. We returned to the room and it was gone from the backpack and no where else in the room. When he talked to security they were rude, didn’t believe him and nothing was done to solve the problem. There is a 1 star review from three months ago accusing them of stealing multiple pieces of very expensive jewelry, their response to the review is very disappointing and once again showed no remorse or effort to solve the problem. There is clearly an ongoing issue of theft by staff at this hotel. DO NOT STAY HERE!
Side note: There is also mold in the bathroom
EDIT: they did not reach out to me as stated in the reply. They met with my brother in law and explained their protocol, if there’s visible money they stop cleaning and leave the room, there’s was visible money in 3 different places (right next to the beds that were made and in front of the tv) the room was completely clean and $100 was missing. Why would you explain your protocol exposing your self to the fact that you don’t follow it.
Everything about this hotel was great, location, the decoration, the rooms and the food!
Breakfast was always served on time, fresh and delicious. The only downside is their venue because they kept having prom parties during the time we stayed and the music was incredibly loud to the point I could hear it even with the tv on so it was kind of difficult to convince sleep and the parties would last until 3am so that was the only downside. Other than that everything was good.
Add Review
Read More Reviews
Luiggi Campana
a month agoI’ve stayed all over the island and have been at this location in the past visiting friends. Decided to stay a couple of nights this time (checked out this morning) and was pleasantly glad I didn’t stay somewhere else. I’ve also been a Hilton Honors member for some time now so I know the brand. My experience was all positive. From the moment I checked in at the front desk to checking out I felt the attention and service were very good (the front desk staff member even remembered my name 2 days later). The housing service member on the 5th floor (I was in room 520) just outstanding and greeted me with a big smile and very attentive. The bartenders in the casino bar (they were very busy) attentive and responded professionally to all my requests. The breakfast staff also outstanding and hardworking with a smile and very cordial. I was impressed with their continued breakfast service despite breakfast ending so that hotel guests could get something to eat (you don’t see this everywhere). The extras were well received: chairs & umbrellas on the beach, daily happy hour drinks, live music entertainment at the casino, breakfast and access to the pool. Overall, a great experience. Will definitely make it back soon.
Tatyana Townsend
2 months agoThe only good thing about this place is the location. The rooms are outdated and ugly. The bathroom has mold in it. The telephone doesn’t work in my room. Whoever said the breakfast was good lied. It’s similar to school lunch. The quality is horrible when it comes to the buffet at the breakfast They have two restaurants on the first floor. They’re not even worth looking at. the casino is small. it’s just a small area in the corner, for the amount that they charge you would think that something good would come from staying in this hotel. The service is horrible as well. They gave me a room with 2 squirts of lotion and when I asked for them to refill it they never did. I had to come back pretty much towards the end of the day to ask again and I’m still waiting. I tell him the telephone didn’t work. They barely batted an eye. The gym is cute and small, I guess. I didn’t really get to enjoy the pool because it was raining, but that pool was quite large but still not worth paying the amount that I’ve paid to stay at this horrible low quality low value hotel that looks like a budget inn
Tawana Burke
3 months agoMy family recently stayed at the Embassy Suites in San Juan, Puerto Rico, and while the location is convenient, there were several areas where the experience fell short of our expectations. We arrived early, and the hotel staff kindly held our luggage until our room was ready, even bringing it up once we were checked in, which was appreciated. The location is a definite plus: it's only about a 5-minute walk to beautiful Isla Verde beach and very close to the airport, making travel to and from the hotel easy. The breakfast was decent, with the made-to-order omelets being a highlight, and one of the bussers during breakfast was especially kind each day. That said, the hotel foyer and pool are beautiful; however, the hotel is starting to show its age. There were water spots on the ceiling, and while the pool area was nice, the busy freeway overhead detracted from the ambiance. The casino felt underwhelming and didn’t add much to the overall experience. Unfortunately, customer service throughout the stay was lacking. The front desk often had long lines, and though there were several people behind the counter, only one seemed to be actively helping guests. Housekeeping knocked on our door repeatedly between 9:30 and 11:00 AM, even though checkout is officially at 11:00. My husband returned to the room just a few minutes after checking out to grab something he forgot, and by 11:05, the front desk was already calling to insist he vacate the room. That level of urgency felt excessive and rude. Additionally, resort and parking fees were tacked on, which made the final cost less reasonable for the level of service received. Overall, this is a nice enough hotel in a good location. Still, the poor customer service will likely have us staying elsewhere on our next visit to San Juan. The staff could definitely benefit from additional hospitality training to meet the standard you'd expect from a Hilton property.
Jamie Rogers
2 weeks agoTHEFT BY STAFF!! My brother in law had visible money in his backpack. We returned to the room and it was gone from the backpack and no where else in the room. When he talked to security they were rude, didn’t believe him and nothing was done to solve the problem. There is a 1 star review from three months ago accusing them of stealing multiple pieces of very expensive jewelry, their response to the review is very disappointing and once again showed no remorse or effort to solve the problem. There is clearly an ongoing issue of theft by staff at this hotel. DO NOT STAY HERE! Side note: There is also mold in the bathroom EDIT: they did not reach out to me as stated in the reply. They met with my brother in law and explained their protocol, if there’s visible money they stop cleaning and leave the room, there’s was visible money in 3 different places (right next to the beds that were made and in front of the tv) the room was completely clean and $100 was missing. Why would you explain your protocol exposing your self to the fact that you don’t follow it.
Wilmary Sncz
a month agoEverything about this hotel was great, location, the decoration, the rooms and the food! Breakfast was always served on time, fresh and delicious. The only downside is their venue because they kept having prom parties during the time we stayed and the music was incredibly loud to the point I could hear it even with the tv on so it was kind of difficult to convince sleep and the parties would last until 3am so that was the only downside. Other than that everything was good.