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“Great Pre-Cruise Stay”

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San Juan Marriott Resort & Stellaris Casino
Ranked #8 of 46 Hotels in San Juan
Certificate of Excellence
Huntsville, Alabama
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Great Pre-Cruise Stay”
4 of 5 bubbles Reviewed 27 November 2013

We (along with another couple) were staying at the hotel for two nights prior to leaving on a cruise. We chose this hotel because it is right on the beach and is a good location for walking to shopping and restaurants. We checked in on Thursday, November 14th. Check-in went quickly and we were presented with a welcome cocktail while we checked-in. At the concierge desk, Amaralis was quite helpful in recommending restuarants and making us a reservation at Ummo. Carlos and Enrique also chimed in with their 'favorites' at the restaurant and we did select some of their recommendations. The food at Ummo was wonderful. Amarilia also inquired if we were celebrating a special occasion. We explained that both couples celebrated our 30th anniveraries in September and we were on our anniversary trip. She sent a bottle of wine and a fruit and cheese tray to our room later that evening. We spent some time at the lobby bar Thursday evening and Yadira was wonderful. She was efficient and personable. We asked her about some of the drinks she was making and she gave us a sample of the Rum Island which resulted in the buying of a couple that night and the next.

Our room seemed a little warm Thursday afternoon, but it was facing the West side of the building and we closed our blinds and it was not uncomfortable. On Friday morning I decided the air conditioner was not working properly, so on our way out to tour Old San Juan I requested the front desk to send someone to check the air conditioner while we were out. Upon our return later that afternoon, our air conditioner would not come on at all. The message light was not lit up on our phone, so I called the front desk. They apologized profusely and almost immediately there was a knock at our door and two engineers with and air conditioning unit. Asking if we had gotten a message that the needed to replace our room's unit. We told them there was no message. They apologized for the inconvenience and said they needed about an hour to replace the unit. We just headed to the pool and when we returned, we had a nice cool room. Later that evening, we received another bottle of wine and a cheese basket along with a note from the engineer, Carlos Abreu, apologizing for the inconvenience and hoping we enjoyed the rest of our stay.

The staff we encountered were very friendly and helpful. This is our third time to stay at this hotel, would recommend to others and will more than likely stay there again should we be in San Juan.

  • Stayed November 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Gcobb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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6,139 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,898)
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Scottsdale, Arizona
Level Contributor
62 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
5 of 5 bubbles Reviewed 26 November 2013

Check in was a breeze, the property is centrally located to other restaurants in the area. The front desk personnel are very helpful-they solve problems not prolong them. the servers in the restaurant La Vista restaurant are great. At breakfast Sony and Angelo are fantastic, at dinner Jose ia great as well. Humberto-supervisor-not only is helpful in solving problems at the restaurant but also help in other areas. The Beach area is also great. Olando and Richard make sure you are happy with umbrellas and chairs. Pedro and Maria make sure your refreshments and food is served properly and promptly. This hotel with its professional staff can rival any in the region. Especially in terms of service, customer satisfaction and making sure you have a good time.

Room Tip: Rooms in the cabana face the ocean and pool and minimize sun glare at sunset
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  • Stayed October 2013, travelled as a couple
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank johngv47
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
14 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
4 of 5 bubbles Reviewed 26 November 2013

I think the true judge of any place, hotel, restaurant is what happens not when things go right but when things go wrong. This is what happened to us, we had just checked out of the Marriot and we're in a cab on the way to the airport to fly to Viecques when my girlfriend realized she left her wallet locked in the rental car. The rental agency at this point was closed and it quickly became apparent that we were going to miss our flight, miss out on a night stay in Viecques and we had no place to stay in San Juan. My girlfriend was having a meltdown. But there is a little angel that works at the front desk at the Marriot named Jose. He was such a calming influence, and turned a very stressful experience into a positive one. He called the hotel in Viecques and was able to arrange an early morning checkin for our flight the next morning. He found out when the car rental agency was going to open in the AM, he booked us another room at the Marriot with a great rate, and then gave us breakdast vouchers. This guy was an all-star, and he did everything with a smile and a "what can I do for you next" attitude. I only wish I could do more to thank him.

  • Stayed November 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Eltoddo7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amarillo, Texas, United States
Level Contributor
17 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed 24 November 2013

CHECK IN: My boyfriend and I traveled to San Juan for our 1 year anniversary to San Juan for 7 days. We chose the Marriott because of location, and we got a great deal through my corporate travel site which uses Priceline for vacation packages. Upon arrival to the hotel we were checked in by a man named Santos. I won't even say we were greeted by him because that was so not the case. He acted as though we were an inconvenience to him. He immediately saw that we had booked through Priceline and the attitude got worse! He acted as though we had no idea about the resort fee which we were well aware of and Priceline did disclose to us. We were happy to pay it. We also requested a King bed with an ocean view, being that it was an anniversary trip and all... but he said again that Priceline had put us in a double room. I asked him to fix it and he was not happy to do so at all. In fact, he failed to do so and made us so mad that we said forget it and just kept the double bed room.So we spent 7 days in separate beds! I am in the business of providing customer service to clients. And let me tell you... pointing the finger at everyone and everything else is not how you do that. He should have apologized and offered a solution considering we were staying at the hotel for 7 days. But apparently since we booked through a 3rd party our money isn't good enough according to Santos. But i wasn't going to let one unhappy person ruin our trip.

ROOM: I would definitely recommend upgrading to the ocean view room. It is ABSOLUTELY worth it. The view of the ocean and beach are absolutely beautiful. The rooms are nice and clean with larger bath rooms. Beds are very firm which we did not enjoy but got used to them as the week went on.

FOOD: We had breakfast included in the cost of our room and it was sooooo worth it. Mimosas and waffles or whatever your heart desires. We LOVED the service we got while dining for breakfast. Angelo and Sonny honestly made us feel like first class. They were funny and charming and made breakfast enjoyable every single morning. We did eat dinner one night in the hotel and it was good but pricey. We also ate lunch one day beach-side and it was really good but very expensive as are drinks on the beach. We found lots of near by places to eat that were excellent and cheap!

RESORT FEE: The resort fee includes free wifi, beach and pool towels, long distance calls, $20 in match play coupons for the casino, 2 free rum and cokes or rum punch at the hotel bar, and 4 bottles of water a day and access to the business center and boarding pass print station. The business center and boarding pass print station is always available so why they would say that's included is silly. The wifi didn't work at all for us. But we considered that a positive so that we actually spent time with each other and not being on our phones all day.

CLEANLINESS: Housekeeping did an excellent job. I wish i could give that lady a big hug. She noticed that i kept putting a hand towel in front of the sink and so the next day she brought in a big rug for the bath room. she even folded the clothes that we had left on the floor. She was amazing and did an excellent job. The hotel restaurants were also very clean as well as the rest of the hotel. The beach is also well kept.

EXTRAS: Concierge services were very helpful as well. However, i found it more convenient for me to book our excursions myself because it was a bit cheaper than going through the hotel. The Casino is small but very nice. It was a great place for my boyfriend to teach me to gamble as they aren't super strict about that. My boyfriend really enjoyed the casino. The Ocean Spa was nice and i had a lovely massage by Jose. We both loved that there was security everywhere at the hotel. It made you feel very safe. we also found that everyone was very friendly and courteous.

We would stay here again but we would request someone other than Santos check us in. He didn't make a good first impression but the rest of the staff definitely made up for it.

Room Tip: Ocean View from 12th floor was amazing
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  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank isajessi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MDelgado01, Marketing Coordinator at San Juan Marriott Resort & Stellaris Casino, responded to this review, 17 January 2014
Dear isajessi;

We would like to thank you for taking the time to review our property.

It is sad to know that you had a negative check in experience, rest assured that we will share your comments with our Front Office Managers.

On the other side, we are very happy to learn that you overall experience was great and that our associates made your stay a memorable one.

Hope to see you back!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Gloucestershire
Level Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed 23 November 2013

My Husband and I stayed at the Marriott for three nights be for we moved on to another hotel in Dorado beach.

After a long journey from England we arrived quite late in the evening so we went straight for a snack and drink at the bar, the waitress service was quick and good, the beer and white wine was ice cold and the fish Tacos tasty and absolutely delicious.

The beds were extremely comfortable and we had three great nights sleep, we heard no noise from guest once we were in bed, The upstairs of the hotel is very quiet compared to the downstairs Casino and bar areas.

We didn't have breakfast included in our stay so we purchases breakfast from a little coffee counter just inside the Hotel lobby, they sold yoghurt, pastries, fruit etc

The Hotels Location is right on the beach and we were grateful that there was security staff on the hotel steps stopping none residence using the hotel as a walk through.
Along the beach is a mix of graffiti and boarded up hotels mixed in with renovated ones.

The Staff at the hotel are really friendly and helpful, We had good service and no problems with check in or check out.

At the front of the hotel are many restaurants, and I can recommend a Turkish restaurant called Ali Baba right opposite the Marriott. Other than the Fish Tacos that we had at the Marriott and the great meal we had in Alai Babas, we found the food in Puerto Rico a little bland and non description.

The Hotel pool has a swim up bar and although it's not terribly deep was deep enough for swimming, however the majority of people used it to congregate and enjoying a leisurely drink. (including me).

The town has a mix of shops Louis Vuitton, etc down to cheap and tacky ones. And we felt a little bit vulnerable although police presents are abundance and on every street corner.

The only negative thing I would say about the hotel is the lack of clarity over Happy Hour .
I'm not sure if this is the norm, but not all drinks are included in happy hour, Only Bacardi rum and corona beer are included and we didn't know until after receiving our drinks. We mention this on check out and they kindly refunded the difference.

We had a great stay and would recommend this hotel.

  • Stayed October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank vs777Gloucestershire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MDelgado01, Marketing Coordinator at San Juan Marriott Resort & Stellaris Casino, responded to this review, 17 January 2014
Dear vs777Gloucestershire;

Thank you for sharing your recent experience with us. We are glad to know that you had a great time during your stay.

We really appreciate all the great comments and recommendations for our future guests.

We would love to see you and your husband again very soon!!!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Portland, Maine
Level Contributor
56 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
1 of 5 bubbles Reviewed 22 November 2013

So, if you love the ocean and laying on the beach, this hotel has a beautiful spot for you, but the rooms are very small and expensive! Don 't forget the extravagant resort fee added onto your bill, as well. We did not have a great experience right from checkin. We ended up in a adouble bed room for the instead of the king we reserved. The balcony door was smeared with hand prints from what looked like sunscreen.We waited a day or two to give housekeeper a chance to clean, which we ended up cleaning ourselves.We did complain and someone showed up12 hours later to clean it.We found about half of the staff to be pleasant and the others almost like they could care less about the guests. There are plenty of hotels in the area that deserve your hard earned vacation money more! As a trip advisory member, I would not recommend this hotel!!

Room Tip: Although we do not recommend this hotel, a high floor either ocean or partial view is best.The other...
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  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
12 Thank nmcall
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MDelgado01, Marketing Coordiantor at San Juan Marriott Resort & Stellaris Casino, responded to this review, 25 November 2013
Dear Anonymous;

We are extremely disappointed that we didn't meet your expectation during your stay with us.

We do appreciate all the feedback provided and will discuss with our Management Team in order to identify areas for improvement. Should you wish to give us another opportunity please contact us directly at (787) 722-7000 ext 42. We will be more than happy to assist you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Edwardsville, Illinois
Level Contributor
63 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
4 of 5 bubbles Reviewed 21 November 2013

We recently returned from a 5 night stay at this hotel. I am Marriott Rewards Lifetime Platinum member (946 nights) so I have had a lot of experience with Marriott properties. This hotel overall lived up to the previous reviews. The property itself was nice (considering its age), our room had been recently upgraded and it is right on the beach which is nice. They provide free beach chairs and umbrellas which is a nice touch - although you do pay a 16% resort fee which I'm sure goes towards that perk. They also have a nice concierge lounge. The staff at this hotel is well-trained (other than in the restaurant-see below) and they could not have been more friendly and eager to please. My only negative at this property is what they charge for their food and beverage. I understand paying more at the beachside bar and restaurant and the food and drinks were very good there. But in the lobby bar, $8 for a domestic beer and $7 for a local beer? We don't pay that in Hawaii. It rained one evening so we decided to stay in and eat at the Marriott Restaurant - La Vista. This was a huge disappointment. Clearly the staff was not trained properly and it was way overpriced. It took forever for a server to come by and tell us they had a buffet. Considering the time it took for her to stop by we decided to just eat the buffet and while the food was ok, it was certainly not worth the $75 price tag we paid. The couple next to us did their entire dinner at the buffet without ever even meeting the server (they just went up on their own and the busser brought water). We were there for probably 2 hours to eat a buffet! I would recommend this hotel if you are traveling to San Juan, but I suggest you eat at one of the many close by restaurants which are much better and a much better value.

Room Tip: Make sure you ask for a renovated room since this is an older property.
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  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Andy B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MDelgado01, Marketing Coordinator at San Juan Marriott Resort & Stellaris Casino, responded to this review, 17 January 2014
Dear andyillinois;

It is great to read about your experience while staying with us. We will share your feedback with our Food & Beverage Team, as we are constantly looking for ways to improve our service.

We hope to see you back on your next vacation to San Juan, Puerto Rico.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about San Juan Marriott Resort & Stellaris Casino

Property: San Juan Marriott Resort & Stellaris Casino
Address: 1309 Ashford Ave, San Juan 00907-1324, Puerto Rico
Region: Caribbean > Puerto Rico > San Juan
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Family Hotel in San Juan
#3 On the Beach Hotel in San Juan
#3 Spa Hotel in San Juan
#4 Business Hotel in San Juan
#5 Romantic Hotel in San Juan
#6 Luxury Hotel in San Juan
Price Range (Based on Average Rates): ££
Hotel Class:4 star — San Juan Marriott Resort & Stellaris Casino 4*
Number of rooms: 525
Official Description (provided by the hotel):
Only five miles from Luis Munoz International Airport, located in the prestigious Condado neighborhood of San Juan in a highly desirable beachfront location only minutes from numerous restaurants and bars.The property boasts 513 spacious guest rooms and 12 suites, most with spectacular Atlantic Ocean views; the 24 hour Stellaris Casino on site, two outdoor pools, two lighted tennis courts and Ocean Club Wellness Center that features a wide array of massages and treatments in addition to the health club.Food & Beverage offerings include La Vista Latin Grill, La Isla Beach Bar & Grill, La Isla Pool Bar, Wan Chai Noodle Bar, Coffee Merchant and the ultra chic Red Coral Lounge.Come and enjoy the comfortand atmosphere of everything this "Caribbean Cosmoplitan Beach Club" has to offer. ... more   less 
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Also Known As:
Marriott San Juan Resort And Stellaris Casino
Marriott San Juan Resort & Stellaris Hotel San Juan

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