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“Everything was awesome”

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Caribe Hilton San Juan
Ranked #21 of 46 Hotels in San Juan
GreenLeadersSilver level
Sunny Isles Beach, Florida
Level Contributor
77 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
“Everything was awesome”
Reviewed 29 April 2014

I can not say enough about this Hilton!! It was beautiful, the property, the pools, the service and the food. Although some drinks were pricey it was worth it. I spent so much time at the swim up bar because of the great drinks. I enjoyed room service and the food was delicious. I loved the hotel and the customer service was excellent. I will most definitely return to this hotel and the sooner the better.

Room Tip: AN oceanview is a must!!!
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  • Stayed April 2014, travelled as a couple
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    • Cleanliness
    • Service
Helpful?
Thank found l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Chicago, Illinois
Level Contributor
12 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 29 April 2014

I have stayed at this hotel before and as an HHonors member rarely complain about Hilton properties. I am about this one. Our check in process here was terrible. We arrived on April 24 around 4 pm and lines were 10-12 deep. The HHonors check in was very delayed because of a griping customer and instead of someone else covering the line, they ignored complaints and were downright rude at people, including me, complaining that we had been waiting 20-25 minutes in the Hhonors line. One clerk snapped at me, one just ignored me and walked away and the manager was clueless. When I finally talked to her, she offered no apology, no upgrade and assigned me a bad room. The gentlemen she dealt with prior to me had even worse complaints of waiting for a room for 3+ hours and no apology to him either. Unacceptable!! The rest of the hotel property is nice, but I will not stay again and cannot recommend it because of such a negative first impression for the stay and because the staff was unengaged and simply rude. The property manager needs to retrain the front desk to be more customer focused and efficient--it was a mess.

Room Tip: Don't stay in the old section of the hotel!
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  • Stayed April 2014, travelled with family
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank TLMchicago
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelson T, Manager at Caribe Hilton San Juan, responded to this review, 30 April 2014
Thank you for choosing the Caribe Hilton for your recent stay in Puerto Rico. I sincerely apologize for the way you felt while trying to receive service from our Front Desk team. I am sorry that you felt our staff was not attentive to your needs at all. Our primary commitment is to make each and every guest feel valued cared for and respected and we are sorry we were not able to do this for you and your family.

We sincerely hope you consider giving us another opportunity to serve you. We are at your service

Nelson Torres, Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Diego, California
Level Contributor
25 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 29 April 2014

While some reviewers have complained about the resort fee and food prices - this hotel is no different than any other such as those found in Hawaii. This being said, the Italian restaurant on site was reasonably priced with excellent food and generous portions. My kids enjoyed it and it was not that expensive. We ate at Mortons steak house one night and it seemed to be about the same price as the one in my town.

Location was great - We took a cab a few times into Old San Juan - very quick ride. It is very easy to take a cab from the hotel as there was always a cab waiting. It is also easy to find a cab back. Old San Juan is filled with lots of tourist and has many police officers walking around so it seems very safe.

Overall, I would recommend this hotel to anyone, particularly families. The location is fantastic and the set-up (lagoon and swimming pools/gardens) are ideal for families with children of all ages! The lagoon has a private beach with some limited snorkeling. The water is calm as there is a break wall to break the waves.

This hotel is large, I believe it has 7 buildings but after we walked the whole property it was easy to navigate. They even have a Starbucks and a little store on property.

Room Tip: Stay in the Villas, they seem to have better views and seem to be larger rooms
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  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Alan162
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelson T, Manager at Caribe Hilton San Juan, responded to this review, 30 April 2014
Hello! thank you for staying with us and for your feedback. We hope that you and your family had a wonderful time.

We hope you visit us again soon. We are at your service

Nelson Torres, Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Jacksonville, Florida
Level Contributor
76 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed 28 April 2014

Wife and I came down to escape winter for a long weekend. Great location central to most anything.
Nice views from our room, good food on the grounds. Rooms well appointed, friendly staff except the big turkey roaming the grounds. Nice pool with a great pool bar. Staff will go out of their way to take care of you.

Stayed March 2014, travelled as a couple
Helpful?
Thank Petercrooks
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chicopee, Massachusetts
Level Contributor
21 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 28 April 2014

We (2 adults and twin 12-year-old daughters) stayed here for 5 nights (April 21-26) and had a wonderful experience! The room was clean and the beds were comfortable; our room was always serviced by the time we usually returned in the late afternoon (around 4:00 pm). We enjoyed the lagoon area - as a parent it was relaxing not to have to worry about the girls going too far out in rough waves. The girls loved swimming out to the platform and we enjoyed snorkeling around the rock area (beyond the platform). We had no problem finding and setting up chairs both at the beach and pool areas.

While some reviewers have pointed out that there are used towels and/or trash around the hotel areas - we certainly did not get the feeling things were "dirty." The staff was constantly wheeling away bins of used towels. Guests can also help the situation by simply placing your used towel in one of the many bins located around the beach/pool area. Same with any trash - particularly cups/napkins - it is a windy area - so a guest just has to throw things away when done. I was pleasantly surprised at how clean the bathroom and locker room areas were by the pool/beach.

While some reviewers have complained about the resort fee and food prices - this hotel is no different than any other (i.e., always somewhat typically higher food prices - same with Hyatt in Aruba - and resort fee - about the same we paid at the Huntington Beach Hyatt). That being said, we felt the Italian retaurant on site was reasonably priced with excellent food and generous portions.

Location was great - we easily walked to Condado (about 10 minutes across the bridge). We took a cab a few times into Old San Juan - very quick ride. There is a free trolley that can be taken around Old San Juan.

Overall, I would highly recommend this facility to anyone, particularly families. The location is fantastic and the set-up (lagoon and swimming pools/gardens) are ideal for families with children of all ages!

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Nancy F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frankfort, Illinois
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 27 April 2014

We (2 adults and 2 kids) stayed at the hotel for 4 nights.

Pros:
- Location was perfect. 10 mins (car) to downtown San Jose and 10 mins (walking) from the Condado - more beach, restaurants and shops.
- Rooms were a good size. Loved having a balcony overlooking the beach.
- Pools were wonderful. Clean and spacious. There were plenty of places to sit. Kids loved jumping from one pool to another. Pool bar was great too - loved the pina colada tasting at 1 PM!
- Beach was great. Private, clean and plenty of seating. Loved swimming to the floating platform and seeing all of the beautiful fish.
- Hertz rental car on premises. Definitely a plus when we decided at the last minute to drive the Rainforest.
- 2 Starbucks on premises!

Cons:
- Restaurants were a bit expensive. We looked at the menus and opted to walk at the local restaurants instead.
- There were dirty towels all over the place. I would recommend they hire someone to just do towel pick-up throughout the day vs. at the end of the day.
- Lagoon where the swan, turkey and peacock lived could use a nice cleaning.

Overall, I would highly recommend this place for families. We would definitely stay here again.

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Lisa C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelson T, Manager at Caribe Hilton San Juan, responded to this review, 28 April 2014
Hello there! thank you for choosing the Caribe Hilton as your preferred Hotel in Puerto Rico.

We appreciate you taking the time to send your review, your feedback is important to us in order to better understand your need and where we can improve.

We thank you again for staying with us and we look forward to your prompt return.

Nelson Torres, Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
utah
Level Contributor
30 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 26 April 2014

We just stayed one night , but it was great. Service from staff and workers was great. Beautiful grounds that are well maintained. We ate dinner at the Giardino. It was great and the waiters were just so nice. Many people complain abt the price the resteraunts charge. Our dinner was not unreasonable. If you decide to go in to OSJ to look for something less expensive, you have to add in $10- $ 20 for you taxi fare. Anyway, good experience. 4 stars just because the hotel is showing a lot of wear and tear. Very clean and comfortable rooms. Enjoyed our stay.

Room Tip: We had room 313, balcony king bed. Not much of a view, but we were only there one night.
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank sclemmons
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nelson T, Manager at Caribe Hilton San Juan, responded to this review, 28 April 2014
Hello there! thank you for staying with us and for your comments. We hope that you and your family had a wonderful time.

Looking forward to your prompt return.

We are at your service

Nelson Torres, Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Caribe Hilton San Juan

Property: Caribe Hilton San Juan
Address: 1 San Geronimo Street, San Juan 00901-2401, Puerto Rico
Phone Number:
Region: Caribbean > Puerto Rico > San Juan
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Green Hotel in San Juan
#5 Spa Hotel in San Juan
#6 On the Beach Hotel in San Juan
#10 Luxury Hotel in San Juan
#11 Family Hotel in San Juan
#12 Romantic Hotel in San Juan
#13 Business Hotel in San Juan
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Caribe Hilton San Juan 4*
Number of rooms: 652
Official Description (provided by the hotel):
The historic and iconic Caribe Hilton offers an ideal combination of leisure facilities and activities and is home to Caribar, the birthplace of the pina colada. The resort is situated on a private 17-acre lushly landscaped peninsula with a secluded beach and is located near the Old San Juan historic district and many of the destination's top attractions. ... more   less 
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Also Known As:
Caribe Hilton San Juan Hotel San Juan
Hilton Hotel San Juan
Hilton Hotel Caribe
Hilton San Juan
San Juan Caribe Hilton Hotel

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