Rated 2 out of 5 by unimpressedSPG Family Vacation
We were greeted by a courteous staff after having a difficult time getting to the hotel due to construction. The room was nice and spacious. However there were only 2 towels and we were 2 adults and a child and it was on the reservation. There were no luggage carts and we had to wait for the staff to bring our luggage and we were forbidden to take their carts.
Housekeeping was atrocious. bathroom was not cleaned for 2 days inspite of us calling the front desk and reminding them. Water bottles were not replaced.
The concierge was awesome and was very helpful in planning our excursions, tours and restaurants.
I expected better service.
April 11, 2012
Rated 2 out of 5 by Nelson Dirty and Isolated
This hotel has been open for about 3 years. My room had stained carpets and I had to get a fresh set of linens upon checkin due to unsavory stains on the bedding. I paid extra for a port view yet all I could see from the 6th floor was a palm tree which blocked everything. Poor location unless the convention center is your objective. Very average restaurants. Meeting rooms are way overpriced. We had to pay $500 (special deal) for wireless access on top of the meeting room charges. Pool closed for leak repair most of the week. Touch screen equpment in the fitness center is awful...Non Functional. Reminds me of the rest of the hotel...looks nice but fails to deliver.
February 20, 2013
Rated 5 out of 5 by Bigsteve1 Great Place To Stay
The only complaint or change I would make is in the Lounge upstairs. In the mornings for breakfast there should be something for breakfast instead of cold cuts and cheese. I have been to over 100 hotels in the Starwood and all of them had at least some type of eggs and sausage and beacon. Everything else was wonderful
November 27, 2014
Rated 5 out of 5 by Loyalist Nice New Property
The staff upon arrival is very helpful and pleasant. Check in process could be faster, but not bad. The hotel is very clean and well maintained. We frequented the bar, casino, and the restaurant, all very pleasant and reasonable value. Roof top pool is nice too. The location is very convenient to main airport, Isla Grande airport, cruise terminal and Old San Juan. Also went to Texas Brazil restaurant which is located in same building. We use this property as first and or last night in San Juan, very easy location to get the best of San Juan without staying in other popular sections. Only really viable Starwood property in San Juan.
March 26, 2012
Rated 3 out of 5 by ksc322 Just Ok
The hotel is nice enough but the rooms small. The staff was not very helpful. We had to call several times to get extra towels for the room. The concierge actually wanted to send us to a restaurant for dinner that is only open for lunch. Luckily, the bell stand guys were great. They had great tips and recommendations. They should be working at the concierge desk. Service at the pool was terrible and slow. The pool was nice. The spa was also good.
January 28, 2013
Rated 4 out of 5 by sp54 pr
nice hotel and staff was pleasant
November 25, 2014
Rated 3 out of 5 by SW040 Great potential but not there yet
I stayed at this hotel at least 5 times. Positives - Its a great property, extremely clean, good restaurant options and friendly staff. Things that need work - staff needs to be trained ( for e.g. if you see 10 people trying to check-in, it would be nice to have at least 2 staff members helping with check-in process. Its always taken me forever for check-in. Next, there is no follow-up. For e.g. I dialed "0" to mention I did not receive my bill and they said they would send it to my room right away. After 3 hours, still no bill and no one followed-up to see if I got my bill or not. Lastly the concierge definitely needs a lot of work. The hours are extremely bad and if you leave a message with a question, no one gets back.
October 7, 2012
Rated 1 out of 5 by george Totally unreal and unsatisfactory
Some of the staff were rude!!! Stayed here to spend some quality time with my wife and relax but we didn't get to do so. Same as for some guest who were with there family and kids were denied access to there pool area. They had a organized private event without notifying guest. We were told that we need to go down the front desk for us to join the gathering/night party! The party was for adults. What about those who have there kids with them? Guest who wanted to relax? It is disappointing!!! I even had a hard time going back to my room coz there were rude security by the elevator asking so much question!! Just to get back to your room.
August 11, 2012