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The Condado Plaza Hilton
Ranked #24 of 46 Hotels in San Juan
Ferndown, United Kingdom
Level Contributor
35 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“good value”
4 of 5 bubbles Reviewed 23 November 2013

nice hotel in good location only 75c on the bus into old town San Juan. Staff very helpful, lovely pool area and garden by Atlantic. Only downside is room available is up to 4pm but they do take in your bags and check you in if you arrive earlier.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank MrsTT2011
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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4,632 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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Bradenton, Florida
Level Contributor
33 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
4 of 5 bubbles Reviewed 22 November 2013

A unique location on a peninsula just across from Old San Juan. The ocean side is not swimmable until you find the cute little inlet beach that leads to the lagoon which is poolside. Hotel décor is ultra modern with lots of red and turquoise. The rooms are clean and updated and if you can't get Oceanside view be sure to ask for an upper floor lagoon side. You will have a great view of the city and port. I would consider staying there again on my next trip.

  • Stayed November 2013, travelled with friends
    • Value
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Helpful?
2 Thank julie-n-FL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bryan, Ohio
Level Contributor
55 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed 22 November 2013

This has been my second stay here on business and it is one of the nicest hotels that I've stayed at. The only critique is when you first enter the lobby, there is a slight musty smell. It could be possibly from the beautiful aquarium or just the fact it is on the coast where there is obviously a lot of moisture. It not offensive, just present. The staff is very friendly and helpful. The rooms are nicely decorated and appointed. I love the layout of the bathrooms. I even got a new shower head installed during my stay that was a nice improvement.

  • Stayed November 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank 19Huffy_64
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hopewell, Virginia
Level Contributor
434 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 132 helpful votes
4 of 5 bubbles Reviewed 21 November 2013 via mobile

My wife and I are here for a basketball tournament. The room is comfortable and clean. The casino is small but friendly. The restaurant is good with great ocean views. The beach area is small but nice. On a pkg but feel price is average overall.

Stayed November 2013, travelled with friends
Helpful?
1 Thank molarman26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New Orleans, Louisiana, United States
Level Contributor
15 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
2 of 5 bubbles Reviewed 21 November 2013

First warning to all traveling to San Juan and considering staying in a Hilton: taxi drivers take everyone to the largest and most expensive Hilton (Caribe Hilton) even if you specify which Hilton you have a reservation for. You must specify the address.

When researching online before booking, we considered the Caribe Hilton and the Condado Plaza (both ranked 4 star hotels) but when you see them in person, the Caribe Hilton looks like a 5 star resort and the Condado Plaza Hilton is 2 star AT BEST. Just to give you an idea of the quality of the hotels, the Caribe Hilton has a Morton's Steak House and the Condado Plaza has a Denny's. Needless to say, it would have already been disappointing without seeing the Caribe Hilton first. There's a reason the hotel only posts photos of the rooms.

The rooms were gorgeous and recently renovated to be modern with clean lines and Caribbean colors. Whereas, the rest of the hotel hasn't been renovated in well over 30 years. There's a HORRIBLE musky odor throughout the entire hotel and because there's a casino next to the mezzanine to the connecting hotel, the whole area reeks of smoke (which is almost better than the modly-stench everywhere else).

The disappointments were at every turn. I kept trying to keep a positive attitude and find the good things since we had already pre-paid for the reservation and couldn't go to another hotel. The staff is exceptionally rude. Front desk, concierge, house-keeping. It's as if everyone was miserable to be working there and inconvenienced to help you. The concierge was an "order-taker" at best. Not willing to help with any suggestions and it felt like asking for a kidney when trying to figure out the best local-spots. The concierge will ONLY suggest tours through the hotel and companies they have relationships with. You can do ALL of the same things if you pick up the travel guide in the lobby for a FRACTION of the cost through the same companies without booking through the hotel. Also, if you DO book through the hotel, you must book 24 hours in advance for a tour so you better call and book something for your first day before you even arrive.

Our day of check-out we were awoken by Housekeeping at 7am. Check-out is noon but if they have cruises coming in that day they encourage you to leave as early as possible. Which was clear as Housekeeping CONTINUED to come back to our room FOUR TIMES while packing that morning, each time reminding us that today is our check-out. We finally ended up feeling pushed out and left 3 hours before check-out and 5 hours before we needed to be at the airport.

The ONE good thing I can say about the Condado Plaza besides the rooms is the location, which is why we were deciding between the Condado Plaza and the Caribe Hilton. They're both situated facing the ocean on one side and the bay on the other (the bay also has bioluminescent kayaking at night, a MUST-do if there's no full-moon).

My suggestion: stay at the Caribe Hilton for $20 more per night and a 5 star experience or stay at the El Conch Hotel 5 minutes away in the downtown area. We ate dinner at the Perla restaurant (AMAZING) and the hotel was BREATHTAKING!!! When we realized how little it was to upgrade to that hotel we were kicking ourselves every time we went back to our stinky room and gross hotel.

Room Tip: Go to another hotel.
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  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Amanda M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MichelleBurn, Guest Relations Manager at The Condado Plaza Hilton, responded to this review, 28 November 2013
Dear Amanda M,

Please accept our apologies for the issues you experienced during your stay at our property. I am so sorry that you had a bad impression of us and if you found our staff to be rude towards you. We try very hard to deliver a memorable guest experience to all of our guests and regret that you did not enjoy your overall stay. Along with my staff, I will take your feedback into consideration. I assure you that we will promptly follow-up on the issues you have brought up. We take your comments very seriously as it helps us continue to improve on our service and amenities.

Again, I sincerely apologize for any inconvenience you went through and would be more than happy to discuss this further with you. Your satisfaction is our main concern and I make myself available for any questions you should have.

Sincerely,

Michelle Burn
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these San Juan hotels

New York, New York, United States
2 reviews
common_n_hotel_reviews_1bd8 14 helpful votes
4 of 5 bubbles Reviewed 21 November 2013

Like many, I was not sure what to expect from this hotel but overall I had a very pleasant stay.

This was my second visit to San Juan, the first time I stayed at La Concha, which was amazing so I had high expectations.

I stayed in the Ocean View rooms on the lobby side of the two buildings.

The good and the bad:

GOOD
- Amazing view of the ocean
- Nice 24 hour pools and decent pool bar and restaurant
- You can bill to your room
- Decent restaurant options - noodle bar in the best
- Really impressive modern lobby
- Starbucks attached to the hotel
- Free drinks in the casino while you play (even slots)
- Nice large bathroom with great water pressure
- Beds were pretty comfy and cleaned pretty well

BAD
- No room service
- Beach is small and not really that tranquil as it is next to a bridge but you are a short walk to lager public beaches on Ashford
- Closets, fridge and coffee are located in the bathroom which is just structurally wired but not a deal breaker - just noticed it more because i shared the room with a friend.
- Rooms can use some more upkeep (small black water stain above bathroom, rusty balcony and furniture etc.)
- Strange smell in the lobby and in the casino

Overall review: For the price this hotel is not bad at all. I would def stay for the same deal but I know exactly what I'm getting. This hotel is def not complete lux but if your looking for a nice deal and a pretty comfortable stay go for it. If you want to spend a bit more and be in the heart of it all with a few more amenities stay at La Concha.

Room Tip: Stay in the ocean view rooms and call/email ahead to ensure your rooms will be ready if traveling wi...
See more room tips
  • Stayed November 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Jay W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Tulsa, Oklahoma, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 20 November 2013

We had an awesome expericence . We had an Ocean View that was amazing to sit and see the sun rise the next morning was breath taking. The staff was very friendly and helpful when it came to letting us know about the different places to visit and how to get from one point to another. The food was great and breakfast with an ocean view was the best! The bar had the perfect setting and the staff was very friendly. Also a special Thank You to the GM Michelle Burns

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Donald H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Condado Plaza Hilton

Property: The Condado Plaza Hilton
Address: 999 Ashford Avenue, San Juan 00907, Puerto Rico (Formerly Conrad San Juan Condado Plaza)
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) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Spa Hotel in San Juan
#8 On the Beach Hotel in San Juan
#11 Luxury Hotel in San Juan
#15 Business Hotel in San Juan
Price Range (Based on Average Rates): ££
Hotel Class:4 star — The Condado Plaza Hilton 4*
Number of rooms: 572
Official Description (provided by the hotel):
The Condado Plaza Hilton, the only hotel overlooking both the Atlantic Ocean and Condado Lagoon, is an enchanting alternative to typical San Juan hotel. Our unique location boasts cool ocean breezes, breathtaking sunsets, and a shimmering, protected beach. Whether you're traveling for work or play, this sparkling hotel offers it all, superb dining options including the award-winning Pikayo restaurant, elegant event venues, three glistening pools, water slide, waterports, 24-hour fitness center, tennis, poolside massage and bustling nightlife. ... more   less 
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Also Known As:
Conrad San Juan Condado Plaza Hotel San Juan
San Juan Conrad
Condado Plaza Hotel San Juan
Hotel Resort Wyndham

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