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“This resort has changed...” 3 of 5 bubbles
Review of Condado Lagoon Villas at Caribe Hilton

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Condado Lagoon Villas at Caribe Hilton
Ranked #25 of 46 Hotels in San Juan
Charlotte, North Carolina
Level Contributor
33 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“This resort has changed...”
3 of 5 bubbles Reviewed 31 December 2012

I have stayed in the Caribe Hilton many times for both business and pleasure, so I am very familiar with the strengths of the property (proximity to Old San Juan, pool and beach facilities) and weaknesses (can be Vegas like with crowds, loud lobby entertainment). On the whole this is a good, solid beachfront Hilton property with very good access to San Juan for dining, shopping, etc that has met my needs for years.

This was the first time we stayed in the 'Lagoon Villas', and the stay wasn't great. It being Christmas week the property was booked to capacity. There were two big parts of the stay that were a change for the worse in our Caribe Hilton experience:

First, the new 'Lagoon Villas'. The name is truly mis-leading, these are not villas in any way, they are pretty standard hotel rooms. Nice enough and new, but none of the attributes of a 'villa'...sitting spaces, kitchenette or anything like that. These are hotel rooms. Secondly, they are a LONG walk from the hotel lobby and outdoor parts of the property, and the walk gets tedious after a day or so. Perhaps most annoying (to us) was there is no wi-fi in the villa rooms, you have to walk all the way down to the lobby (again the long walk) to use wi-fi which is unacceptable in brand new Hilton rooms. Yes, there is cable access, but that is useless for new ultra-thin laptops, our iPads and our iPhones. Who leaves wi-fi out of a new hotel room these days?

Secondly, the resort has really changed with the new villas now open. The property was always a little tight, but the pools and beach were nice if a bit crowded. Now with all those new rooms, and the property not getting any bigger, the property was incredibly crowded. Lines at 6 a.m. to grab towels to race to reserve a lounge chair, chairs packed side by side from the edge of the water row after row all the way back to the grass, every inch of the property packed with chairs. It felt like Jones Beach on the 4th of July.

I will still use this hotel for business, the convenience is great, but we are done using it for quickie family vacations...the crowds were mind boggling.

  • Stayed December 2012, travelled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Zinfan11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LGMarcano, Manager at Condado Lagoon Villas at Caribe Hilton, responded to this review, 11 January 2013
Thank you for staying at the Condado Lagoon Villas at Caribe Hilton while visiting beautiful Puerto Rico

We appreciate you taking the time to share your experience while at our property. We take your comments seriously and do share with all parties involved. We hope to see you back in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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704 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (117)
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English first
Wilmington, Delaware
Level Contributor
54 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 80 helpful votes
4 of 5 bubbles Reviewed 8 December 2012

We stayed here twice for one night per visit. We bookended our trip to Vieques with stays in San Juan at the Caribe Hilton. Our first visit was booked via Priceline for $90 and the second visit was booked using points. I think my opinion of the hotel would have been different if I had paid full price for this resort. It's a great deal on Priceline, but it's definitely not worth full price. Also note, that even with Priceline, you still have to pay the additional resort fee, which will be a percentage of whatever you paid.

Our first stay we were booked in the main hotel, but we went checked in there was none rooms available, so we agreed to be placed in the villas. The room was nice with a lagoon view and the bathroom was HUGE (separate room for toilet, separate shower and tub, double sink) and nice. The negatives: the city airport is nearby and the flight path is over the lagoon. Very loud. Also, there was a lot of noise throughout the nice from carts rolling down the hall. For our second stay, we were also in the Towers , but in a different building. Although we asked for a room away from construction, we looked out right over it. However, since it was a Friday night, they were not working so it wasn't a problem .This room was HUGE, lots of extra space, but the bathroom was tiny. Kind of the opposite of the first one. However, it was nice and quiet.

For amenities, the hotel has a great pool and beach area. It was slightly annoying that the pool is closed for cleaning in the morning, so swimming laps in the morning before the crowd wasn't an option. The lobby has a nice bar area. On Friday night, they had a band playing, which was pleasant.

Be sure to check your bill at check-out because they charged me a mysterious fee that I had to asked to be removed.

This hotel is large and has an interesting mix of couples, families, group of friends partying and people attending conferences at the hotel. Given the size of the hotel, there's a lot of variety in the rooms and service. Lots of hits and lots of misses. Overall, I enjoyed my stay would consider staying here again, but I wouldn't pay full price.

  • Stayed November 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
4 Thank greatone3800
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LGMarcano, Manager at Condado Lagoon Villas at Caribe Hilton, responded to this review, 11 December 2012
Thank you for staying at the Condado Lagoon Villas at Caribe Hilton while visiting beautiful Puerto Rico

We appreciate you taking the time to share your experience while at our property. We take your comments seriously and do share with all parties involved. We hope to see you back in the near future.
Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Columbus, Ohio, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 bubbles Reviewed 24 November 2012

We had two rooms and stayed 11/13/2012 through 11/20/2012. While the housekeeping was inconsistent (received one washcloth during entire stay, only one room cleaned one day, hair on walls in shower, no dishwasher detergent, missing utensils, etc.), the greater concern was when we were packing the evening before our departure and checking for items under the bed, we found a used condom under the bed, right where my two-year-old had just been checking for his toys! I told the front desk clerk, and he apologized and offered a $50 credit. I would think that a used condom would produce significantly more concern--that is disgusting and absolutely unacceptable at any hotel, but especially at one that is suppose to be a 4 star property. I also had to have a bar bill adjusted, because I was charged a $100 tip instead of $10--good think I scrutinize my statements. We will not return and will avoid Hiltons in the future.

  • Stayed November 2012, travelled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank Simone D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LGMarcano, Manager at Condado Lagoon Villas at Caribe Hilton, responded to this review, 11 December 2012
Thank you for staying with us and for your candid feedback of your stay with us. I apologize that we did not meet expectations and we are actively working with our housekeeping team to ensure our standards of cleanliness and comfort are consistently met.
We have shared your experience with our Housekeeping team and we will work to ensure this does not happen in the future.
Thank you again for your feedback and I invite you back to stay with us the next time your travels bring you to the area.
Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York
Level Contributor
95 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
3 of 5 bubbles Reviewed 18 November 2012

To be honest, this property is not Hilton quality. It's more along the lines of Motel 6 or Econolodge. But maybe that's being too generous, because the picture was bleak when we arrived. The toilet paper had a brown stain/wet mark; there was no hot water; there was a big yucky red stain on the tiled bathroom floor; there was a big yucky red stain on the sofa. The good news is that all of the issues we complained about were solved. The pillows on the sofa were replaced; it was explained by the engineering staff that the hot water tap was put on backwards, thus cold=hot; etc. The staff earned this property 3 stars, rather than 1 or 2. I don't recommend staying here unless you have to, especially if you're on business. If you're looking for a better property, try the Doubletree.

Stayed November 2012, travelled on business
Helpful?
4 Thank plt981
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LGMarcano, Manager at Condado Lagoon Villas at Caribe Hilton, responded to this review, 19 November 2012
Thank you for choosing the Condado Lagoon Villas at Caribe Hilton as your “home away from home” during your visit to beautiful Puerto Rico.

Your feedback is important to us in order to better understand your need and where we can improve. We aim to earn a 10 in our scores and this time we failed to do so, we hope you will give us another opportunity to serve you.

We thank you again for staying with us and we look forward to your prompt return.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Southern Indiana
Level Contributor
19 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed 18 November 2012

We stayed one night at the Condado Lagoon Villas at Caribe Hilton after disembarking for the Brilliance of the Seas early November 2012. We absolutely loved the property! The beaches and pool were beautiful! I Loved the open air atmosphere of the lobby and other services. There are not many "reasonable" places to eat on the resort property. We stopped by the Subway on the corner from the resort. It wasn't the cleanest Subway but everything tasted really good! We walked from the resort to Old San Juan. Quite a jaunt but it was nice to take in the sights of the city. We were glad to finally see the Free Trolley and took that to our next several stops. What a great service to provide! We did take a taxi back to the hotel (it was worth it!) Was a little surprised how far we had to carry our luggage from the lobby to our room. (yeah..yeah...I'm too cheap for bell services also! ) Our plane left early the next morning. We headed towards the lobby about 4:30 am and a without making prearranged plans...there was a taxi down there waiting. In 15 minutes time, we were at the airport and sadly heading home. Overall...we would definitely stay at Caribe Hilton again. Only difference is that it will be longer then 1 night! Can't wait to go back!

  • Stayed November 2012, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank Ariel7303
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LGMarcano, Manager at Condado Lagoon Villas at Caribe Hilton, responded to this review, 19 November 2012
Thank you for choosing the Condado Lagoon Villas at Caribe Hilton as your “home away from home” during your visit to beautiful Puerto Rico.

We appreciate you taking the time to respond to our questionnaire and we are delighted to know your stay was a pleasant one.

We thank you again for staying with us and would be thankful to have the opportunity to serve you again in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Maryland
Level Contributor
32 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
4 of 5 bubbles Reviewed 15 November 2012

I spent a week in one of the villas. This is a large complex and is a little confusing, there are hotel rooms and villas.... I didn't really realize this when I booked my room, luckily I booked a room at the villas which offer a bit more room that the regular rooms in the Hilton towers. We had a lovely view of the lagoon, a nice balcony and a nice kitchenette. The bed was very comfortable and the air conditioner worked maybe too well. Upside - the facility has everything that you will need. Downside - the hotel is away from everything, you will need a car or a cab, old san juan is a few miles away. the hotel is expensive but there is a subway at the corner that a lot of hotel guest frequent. There was a lot of security at the hotel. Based on what i saw of PR, this hotel appeared to be one of the better options.

  • Stayed August 2012, travelled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank chichimom5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LGMarcano, Manager at Condado Lagoon Villas at Caribe Hilton, responded to this review, 19 November 2012
Thank you for choosing the Condado Lagoon Villas at Caribe Hilton as your “home away from home” during your visit to beautiful Puerto Rico.

We appreciate you taking the time to respond to our questionnaire and we are delighted to know your stay was a pleasant one.

We thank you again for staying with us and would be thankful to have the opportunity to serve you again in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Captiva Island, Florida
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed 4 November 2012

We stayed at the Caribe Hilton last month and were very disappointed. First, the room was dirty, the ice bucket was absolutely filthy. The first evening when we were there we went out to the pool, requested towels only to be informed by the pool bar staff that we would have to ask the concierge or front desk. No big deal. We go ask the front desk... they say we have to see the concierge. We ask the concierge... he says we have to check with the bellman. The bellman tells us that there are no towels, that they are on a truck on their way over. That's understandable too, sometimes you may run out of towels. I requested that they just bring them over to us when the towels arrived. I'm not going to name names, but the man we talked to never brought us anything or showed up. Disappointed, because we had such high hopes for this resort.

Room Tip: Try not to get a room looking at the construction.
See more room tips
  • Stayed October 2012, travelled with friends
    • 2 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank Daniel E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LGMarcano, Manager at Condado Lagoon Villas at Caribe Hilton, responded to this review, 5 November 2012
Thank you for your feedback on your room condition while you visited is recently. Please accept our apologies. I am sharing your comments with our beach and pool staff and rest assures we are taking corrective actions to prevent future guest from experiencing what you did.

Once again, thank you for your feedback and we hope you gives us the opportunity ot serve you in the near future.
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 Condado Lagoon Villas at Caribe Hilton

Property: Condado Lagoon Villas at Caribe Hilton
Address: 1 San Geronimo Street, San Juan 00901, 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:
#7 Spa Hotel in San Juan
#9 On the Beach Hotel in San Juan
#12 Luxury Hotel in San Juan
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Condado Lagoon Villas at Caribe Hilton 4*
Number of rooms: 96
Official Description (provided by the hotel):
Enjoy the freedom and flexibility offered at Condado Lagoon Villas at Caribe Hilton in San Juan, Puerto Rico. Part of the Caribe Hilton hotel complex, these spacious San Juan villa accommodations offer flexible units perfect for family retreats or large groups or gatherings. Set on an exclusive peninsula, made up of 17 acres of lush tropical gardens, this acclaimed San Juan resort offers a secluded beach and amenities tailored to families, couples and business travelers alike. The Condado Lagoon Villas at Caribe Hilton are located just a 15-minute drive from Luis Munoz Marin International Airport (SJU). Condado Lagoon Villas at Caribe Hilton can be can be divided into three separate units or combined into spacious suites with a master bedroom, living room and fully equipped kitchen, many expanding up to 1,800 sq. Ft. Admire the ocean view from your villa with private balcony. Relax with a body massage at Olas Spa or indulge in a full spa package with a combination of treatments like massage, facial, and manicure. Take advantage of all that this Caribbean resort complex has to offer, including beach and water activities and dining at Morton's Steakhouse or just lie in a hammock with a drink, listening to the sound of the waves. ... more   less 
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Also Known As:
Condado Lagoon Villas At Caribe Hilton Hotel San Juan

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