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“Amazing view, expensive everything, mixed service”

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Condado Lagoon Villas at Caribe Hilton
Ranked #25 of 47 Hotels in San Juan
Raleigh
Level 3 Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“Amazing view, expensive everything, mixed service”
Reviewed 16 October 2013

Used Hilton Honors points for a four night stay. Stayed in the building called Condado Lagoon Villas. Basically, it's just another couple of hotel buildings beside the main building with a pool and a nice animal area beside it (turkeys, lizards, ducks, big koi). One of the buildings is connected to the parking deck. The other is a few steps closer to the main building's amenities.
The Villas has a small lobby and offers room service, but all of the restaurants and Starbucks are in the main hotel, making it slightly less convenient, though the walk is nice.
Room: We clearly had an "ocean view" room in our reservation but were put in a city view room the first night. No problems with moving the next day - they did they moving after we packed up. The beds were comfy, nice pillows, nice bathroom, very low toilet, low water pressure, good hot water, safe worked/didn't work (we finally gave up on the safe), FANTASTIC view of the old fortifications, ocean, Condado strip from the new room, and a balcony - which they didn't promise us.
Parking: We had a rental car from Dollar (not Hertz, which is on location). There is construction on the parking deck. One elevator is out, and you have to stop on floor 2 to get your parking ticket validated every single time you exit. There was someone repairing/ replacing the parking gate devices our entire stay. Parking staff is friendly and efficient otherwise.
Front desk at the Villas was always friendly and efficient. Kudos to them.
Restaurants were pricey. We had breakfast coupons, which got you a rather limited continental breakfast in the cafe with no view. No hot items, even oatmeal, were on the continental. You pay $8 extra for hot items in that restaurant. In the main restaurant with a view, you pay $10 with a coupon for the complete buffet, or $22 without a coupon. Soft drinks are $4, as is coffee if you order a la carte. We paid the $10 the first day and they didn't keep the bacon and pancakes stocked. No special items like lox. The omelette station was very nice, pick what you want, and the omlette chef kept the pans running with a good attitude. The service staff was friendly. We ate there without a coupon on our last day, ordering from the menu, and got a great lox plate for about $12 and a good omelette, too. Came out to about $20pp with tax and tip ordering from the menu. We sat outside, and enjoyed our friendly waiter. My girlfriend got a great view of the hunky guy who keeps the pool area free from the rifraf, so she was happy.
The pools were nice, and we liked the concept of the swim-up bar, though the stools were high and kept you very much out of the water. But the pool bar staff was a big disappointment. All of us tried waiting at the bar, and all of us were summarily ignored by the staff. They might glance, but that's it. One staff member, Roberto, was not verbally rude but would not even acknowlege questions about placing an order. It's as if his job was to do something else, and the customer be damned. All of us noticed this about him. One of us finally managed to get a drink, which was a good mojito. $12++ and including $1.50 tip it's about $14.50 on your bill for an average sized drink. That staff all needs to go back to training. Also beside the pool is an area we wanted to put our stuff at. We were quickly told by a young woman that no one sits there if they're not ordering food, AND that the area beside it is closed. When we asked were we could put our things, we were directed to nowhere. The area with the tables was basically empty. We weren't convinced we could get food service there if we wanted to. I point this out in detail because this part of the staff is a real downer in an area of the hotel that should be the most cheerful and pleasant. I mean these people work beside a pool area with one of the most spectacular views in the world. Why are they so unhelpful? I have to conclude it is a management problem. The staff in other areas are helpful and courteous.
The signs to get to the hotel are not obvious, but it is easy to reach. From the airport, you follow the signs to Viejo San Juan. Then when the road bends sharply to the left, you curve sharply to the right into the hotel complex. The sign is hidden until you make the curve. There is a subway right there, and it is really the only walkable alternative eating.
Facilities: the whole place seems both dated and kept up. Floors are generally sparkling, but railings need painting. There is ongoing construction, but we weren't bothered by the noise as most of it is in the parking area, though the onen pool in the animal area is being worked on. The sidewalk near the parking needs to be improved greatly.
The bottom line is I would pay to stay in this location. It rates a 3-star from me because of the problems I mentioned and that it is so expensive for the value received. But if you have Hilton Honors points, it's a good place to use them.

Room Tip: If you're in the Condado Lagoon Villas building, definitely ask for the rooms like the 7x07, 7x0...
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  • Stayed October 2013, travelled with friends
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Helpful?
2 Thank robpinion
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, 17 October 2013
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 of your tome to share your experience while in our property. Your feedback is important to us in order to better understand your needs and where we can improve, we will share your comments with our executive staff.

We thank you again for staying with us and we look forward to your prompt return.
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English first
Rockville, United States
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 14 October 2013

It could be so much more, but this became our worst hotel stay ever, largely due to a manager that seemed to think we deserved to stay in a room with a broken safe, door, phone, lights, leaking water into the hallway, and more. Son goes to hospital possibly due to issues with room - best he can do is point wife and daughter to concierge and cause confusion costing us more $$$. Just the pits.

  • Stayed October 2013, travelled with family
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Review collected in partnership with Hilton Hotels & Resorts

Helpful?
2 Thank Jeff T
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, 17 October 2013
Thank you for taking of your time to write about us and share your experience while in our property. I apologize you were not happy with our service.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hyderabad, India
1 review
Reviewed 13 October 2013

It was good experiance at Hilton. Good view of city and the beach. It was secured place as had Police security 24 hours and it was totally tourist place where we can enjoy on the beach and swimming pool.

  • Stayed October 2013, travelled on business
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Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Swamy P
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, 17 October 2013
Thank you for taking of your time to write about us and share your experience while in our property. We like to provide a safe and secure environment for our customers and make them feel at home. Hope we can serve you again in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York, New York, United States
Level 2 Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 13 October 2013

Hotel is nice. Have outdoor swiming pool, private beach, many beach chairs, beds. I particularlly like the "net beds" among those palm trees. We rent a ocean view room so the view is great as well. They also have onsite bar, coffee shop, garden., nice spacios lobby and three cute parrots there.
The only downside is not much to do outside the hotel. Old san juan is nothing excited there and kind of boring for us. So we ended of paying extra money for expensive tours because old san juan is far from those outdoor tours and transportation is expensive in PR.

Room Tip: definitely choose the ocean view.
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  • Stayed October 2013, travelled as a couple
    • Value
    • Location
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    • Rooms
    • Cleanliness
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Helpful?
1 Thank Henry V
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, 17 October 2013
Thank you for taking of your time to write about us and given us your feedback on your recent stay at our property. We hope we can serve you again in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brooklyn, New York
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 6 October 2013

this was one of the best stay at a Hilton hotel.it start as soon as I got of the cab. The front desk was a big help, my room was great( I ask for a few rooms with views & the one that was pick for us blow my mind. It clean ,big, and it was a short walk to the main bld. I would comeback for sure to this Hotel. had to tell wife this was short stay & we can't move in. Thanks to all for making my trip great. From my 1st call for info.to my checking out .

  • Stayed September 2013, travelled with family
    • Value
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Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Jerry G
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, 17 October 2013
Thank you for sharing your great experience at our property. I am delighted to read you had a great time and we thank you for taking of your time to write about us.
We hope we can serve you again in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Francisco, California
Level 4 Contributor
21 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 3 October 2013

This place has spacious rooms. My stay was good! I'd come back again! The restaurant choices were good. Pina Coladas were awesome! It's a nice long walk to the Old Town. It's conveniently located in Condado.

  • Stayed September 2013, travelled solo
    • Value
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Review collected in partnership with Hilton Hotels & Resorts

Helpful?
2 Thank SamB8892
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, 7 October 2013
Thank yuo for taking of your time to share your great experience while inour property. I am deligthed to read your comments and will share with the staff. Hope to see you soon back enjoying our hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
St. Thomas
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 27 September 2013

My boyfriend and I went on a weekend Get away there and had a great time. The room was beautiful and comfortable the view was nice. The workers was very nice. The breakfast buffy was great. Overall i Think iWould visit again. Didn't find out about the $150 hold on your card if you order room service or anthing. But i did not use it and got it back so it's cool. The only thing so the dinner restaurants were to expensive but there are other options in walking distance of the hotel.

  • Stayed September 2013, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Live4z
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, 30 September 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 and we are delighted to read your stay was a pleasant one. Your comments help us improve our product and service and better understand the needs of our guests. We take your comments seriously and do share with all parties involved.

Thanks again for your comments and we hope to see you back in the near future.
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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 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):
Peaceful and set aside, the Condado Lagoon Villas are close to all the Caribe Hilton resort amenities and can enjoy the flexibility of our villa accommodations, each divisible into three separate units or combined into spacious suites, perfect for families or groups. Guests at the Condado Lagoon Villas can also enjoy the convenience of a separate check-in exclusively for Villas guests. ... more   less 
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Also Known As:
Condado Lagoon Villas At Caribe Hilton Hotel San Juan

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