The Condado Plaza Hotel

Overall, our stay at Condado Plaza was very positive. The hotel is beautiful, and the staff made a huge difference in our experience. Karla at the lobby bar was energetic, friendly, and remembered every guest she served. Housekeeping on our floor was attentive and always asked if we needed anything, even though we declined daily cleaning. The towel team was also fantastic. The only downside was the pool area, which was understaffed and made it challenging to get food or drinks. Even so, we thoroughly enjoyed our stay and would recommend this hotel.

When we got there early, we couldn't access the room but they did let us leave our luggage in the hotel, at no fee. When it was time to check in, it wasn't a long wait, but when it came time to go inside our room, it was a disaster. The room was not cleaned at all, the bed sheets and pillows had hair all of it, the shower looked like someone just showered, there was hair clogged, the tv stand had stains all over it, and there was dust all over the room. We asked for a new room (which they had nothing available since this was during Bad Bunny weekend) and they instead suggested they will clean the room. It took 3 hours for them to fully clean the room, since it was just 1 older man who cleaned the room. The closet was located inside of the bathroom, which sucked if you were trying to change but someone was using the bathroom. As you can see, the ceiling had holes, the room was an attached room which was never told to us. Our neighbors were smokers, although these were non smoking rooms, the elevators reminded me of the elevators in the projects. They were really dirty, had cobwebs and spiders, only 1 elevator was working, and the one that was working didn't stop on all of the floors. The staff did try to accommodate us as much as possible. The bartenders are amazing especially Gabriel. The location is a great location. You can walk to restaurants, the cabs are nearby, there's a beach located in the back of the hotel, including a salt pool, regular pool with a fun slide, poolside bar, and lots of iguanas that love to be fed. We were comped our hotel fees since we had so many issues. Overall, a lot of money went into making the lobby look amazing. Hopefully they can put money into fixing their rooms, hallways, elevators, and staff.

I stayed here for 3 days and 2 nights during my visit to Puerto Rico for the 15th show of the Bad Bunny Residency, and it was truly a wonderful experience! From the very start, the staff made me feel welcome — polite, attentive, and kind from check-in to check-out. Checking in was quick and easy, and although check-out was in a separate line, it moved quickly and smoothly. One thing I really appreciated was that after check-out, we had several hours before our flight, and they happily stored our luggage for free so we could enjoy exploring a bit more before heading to the airport — such a thoughtful touch! The view was absolutely breathtaking. Waking up to the sight and sound of the ocean, stepping out to feel the fresh sea breeze — pure bliss. Even at night, it was peaceful, private, and relaxing. The balcony curtain did get stuck halfway, but I actually made the most of it and used the gorgeous deep red color as a backdrop for some great photos! The hotel itself is charming, with a lot of potential as it continues developing. A few upgrades would make it even better, but everything that truly matters — comfort, cleanliness, and warm hospitality — was perfect. I enjoyed my stay so much that I’m already planning my next trip, and this is exactly where I want to bring my family. Thank you for such a memorable and relaxing experience! One elevator was messed up but for me it wasn’t a problem. That’s all folks 🫶🏼

I visited here with my mother two weeks ago. When we arrived in San Juan it was past midnight so it was late when we checked in. The receptionist recommended we switch to the higher eighth floor because the views were better, but we quickly found that all the elevators were broken so we switched back. They must have been trying to give our more accessible room away for a better deal. Then, when we got to our rooms I quickly got under the covers only to find the bed was full of sand and had not been changed. My mom's bed was also full of sand, hair, crumbs, and dirt. No one picked up when we called the receptionist and it was 2am by this point so we ended up sleeping on towels on the bed until morning. In the morning, we informed the front desk who said they would comp our first night and switch us to a different room. When we got to the new room, our key did not work and a custodial worker yelled at us saying we did not have any luggage so we must be trying to break into the room. We returned to the front desk and asked if they could just clean our room and we would stay. Later, we found that they only comped the first night's resort fee, which is only about $30. Overall, location is good but the service is terrible. Rooms are dirty, elevators broke down more than they were functional, and its overpriced for what you get. I personally will not be returning.

Believe everyone in the reviews telling you there’s mold here. The second we checked in I walked in and could smell it. You can also smell they’re trying to cover up the smell with some kind of air freshener. We checked into our room and when we got in I could smell it even more. Our sheets were dirty and it was obvious that they weren’t changed in between guests which in and of itself is disgusting and unsanitary. The sink in the bathroom was clogged. The door to the balcony didn’t close after we opened it because it had rusted to the point where the screw was loose. When my husband messaged them through the app to report these issues they told us no other rooms were available and opted to send workers to the room to fix our issues. Every single one of them that came were beyond annoyed we were complaining. The housekeeper came in without knocking and apologized because he said nobody had told him there were guests in here. Then he asked us what was wrong with the sheets and my husband told him there was a stain. It was a small stain but you should be changing sheets and pillow cases in-between guests and there would be no stains. It also looked like it could’ve been bodily fluid so that’s beyond just it being dirty. The mattresses are also super hard and uncomfortable. Then the maintenance worker was trying to gaslight us into saying the door could close and my husband had to point out the door jam was loose and he was dismissive and said “oh it just needs to be tightened.” This has been such an unenjoyable vacation my husband picked this hotel because he’s local and stayed here years ago and obviously they’re not investing their money into up keeping the hotel. We paid $1600 to stay in a stinky, dirty hotel. Will be reporting this to Hilton directly with evidence. I have no faith going to the management here will fix anything. Their sister hotel across the street is better. Edited to add picture of the roach we found in our bathroom.