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“Great Location, spotty service”

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InterContinental San Juan
Ranked #6 of 13 Hotels in Isla Verde
Certificate of Excellence
GreenLeadersSilver level
Los Angeles, CA
Level 5 Contributor
66 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
“Great Location, spotty service”
Reviewed 29 June 2014

A wonderful location if you are staying in San Juan area. The doormen William and Luis were great and helpful. The dining prices in the hotel are high for what you get. Hot dogs for $12, pizza for $15, etc. The Italian restaurant has good food but is pricey. The front desk people could use some customer service training although Edgar was a godsend. I wish I could say the same about others. The elevators were not always working during our stay. Electricity went out a few times. I don't know why or if this is common but that was unpleasant and made one feel unsafe. The grounds and the pool area are beautiful. You need wrist bands to be in the pool area which is very good.
The rooms are not either large or small. About the size of an average business hotel.
Overall I think I would probably recommend.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank raylaw323
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this review, 3 July 2014
Thank you for taking the time to write a review of our hotel. We are glad that you liked the service received from our doormen staff. Please accept my sincerest apology if your stay was less than satisfactory due to the inconveniences to the elevators. We’re currently upgrading them and we regret that this might have impacted negatively your stay. We hope to have the opportunity to welcome you in the future, so you can enjoy these improvements.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (787)
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English first
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 29 June 2014

First, let me start by saying that our stay at this hotel was wonderful. The staff was professional and the service impeccable. Having said that, here's the scoop. The front desk personnel are not the friendliest and seem to be snobby. HOWEVER, the entire staff from bell/baggage boys to room service and bartenders everyone one of them were great. Lookout for one of the guys by the front doors named Baron. He has great tips on the spots to hit up for dining, sightseeing, tours, nightlife, and even souvenir shopping. He will tell you without fail, where to go. Trust me... he's on point.
I'm so glad we stayed here... it was the perfect place to unwind and relax with the sweetie.

Room Tip: The 15th floor was newly renovated as per the maid. The view is spectacular (ocean view) and the roo...
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Anna L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this review, 3 July 2014
Thank you so much for choosing the InterContinental San Juan for your romantic getaway! We are delighted that you enjoyed our location, ambiance, and most importantly, our service levels. We hope that you will visit again soon!
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Mansfield, Ohio
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 27 June 2014

Had a wonderful experience. Special thank you to two exceptional people who really made our stay enjoyable. William (door man) was our first impression. He was very, very pleasant and friendly, he went above and beyond his call of duty. It was a pleasure to have met him. Also, Luis, (also door man). He helped us move when we had to go to a different room. Also, very pleasant and friendly. We had a wonderful time.

Room Tip: Ocean view higher floor a must
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  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Jennifer V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this review, 3 July 2014
Thank you for your great comments and for recognizing some members of our team. We are happy to read that you have a wonderful stay with us and that you found friendly our staff. It was a pleasure for us to make your stay memorable. We hope you will come back and visit us soon!
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1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 27 June 2014 via mobile

Stayed here for 4 days on business and would not return. Severely understaffed (any request at the front desk takes 15-20 min) which seemed perfectly acceptable to staff. Also watch for extra charges on the bill. Was charged 20/day for parking despite not having a car.

Stayed June 2014, travelled on business
Helpful?
4 Thank Ken V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this review, 3 July 2014
Thank you for taking the time to review our property. We are disappointed to read that your stay was not to your entire satisfaction and we would like to apologize for the inconveniences that you experienced. We take this matter very seriously and we regret that your experience did not reflect a level of exceptionality. Please rest assured that your comments will be forwarded to the appropriate departments, which always welcome suggestions for improvement.

Please do not hesitate to contact us directly at icsanjuan@ihg.com in case you wish discuss your challenges in detail. Thank you again for your feedback and we look forward to hearing from you soon.
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1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 27 June 2014

This hotel had the best customer service I have ever experienced by far. I felt like we were treated as royalty from the time we entered until we left. We stayed 5 days 6 nights at the hotel. The location of the hotel is outstanding. Located directly on a huge beach, all you have to do is walk right outside past the pool. Upon reaching the sand there is a man with chairs and umbrellas to set up for you. Unlike other places like Miami, the chairs are complementary and he does not wait around expecting a tip. The swim up pool bar is very relaxing. The bartenders are great especially Pedro. My boyfriend and I began talking to him about trying to go to Old San Juan. We obviously did not know the area so he gave us the best tips of how to get their and the good restaurants and hotspots on certain nights of the week. Pedro is very down to earth and the best bartender I have met, since I have been a bartender for 6 years I really appreciated his service. Thank you InterContinental San Juan for the great experience!

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Kimberly C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this review, 3 July 2014
Thank you for choosing InterContinental San Juan for your stay in Puerto Rico! We are very happy to read that you had a great stay with us and that we exceeded your expectations. We greatly appreciate your taking time to share your positive feedback with us and we hope to have the pleasure to welcome you soon.
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Chandigarh, India
Level 1 Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 26 June 2014

Dear Travelers, Pls. don't make your decisions based on the pictures the hotel has posted on various travel portals. Pls. find below the genuine report of the hotel (resort)
Firstly this hotel was built back in the 1960s and according to me the only renovation the hotel has done over the years has been the paint job. The bathroom doors are a mess, I changed three rooms and locks of all the bathrooms were broken.
Secondly in the pictures, the swimming pools looks big but in reality does not even qualify to be a resort's pool.
Thirdly the resort charges approximately $27 per day for parking your car which according to me is a rip of.
Fourthly I have had buffet breakfast in about 80 different resorts and hotels in the last 15 years, this one is the worst, both in terms of variety and preparation.
Lastly no water sports or any kind of beach activity is provided by the resort, the only activity I could see was 0 star restaurant with bad preparation, which has been leased out.
Not all is bad, on my showing disapproval of the hotel, the manager was kind enough to upgrade me to a suite and staff is full of enthusiasm and energy and always ready to help.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank Varun J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this review, 2 July 2014
Thank you for taking the time to review your last stay with us and for your kind word about our staff. Nevertheless we have noticed that your visit was not a complete success and we would like to apologize on behalf of the InterContinental San Juan and our team for the inconveniences that you experienced during your stay. Regarding the parking fee, please note that there are two rates depending on the service chosen: self parking ($20 plus tax) or valet parking ($25 plus tax). Please accept our apologies if you were not provided with the correct information about it.

Your comments were shared with the appropriate departments, which always welcome suggestions for improvements. Please rest assured that corrective actions will be taken.
Thank you for your feedback and we sincerely hope you give us another opportunity to serve in the future and show you that this is not usual for our hotel
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Jericho, New York
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 25 June 2014

Was a little discouraged when we arrived at 2:00 am and prom youngsters were checking into the room next to us at the same time, but we were able to get a decent night's sleep since we were exhausted. The next night was even louder for some reason in the next room. Singing and laughing neighbors at 12:00 am in the morning! After complaining to the front desk- who immediately came up and asked the neighbors to be quiet- (and they were the rest of the night) we decided to switch rooms and had two peaceful nights for the rest of our stay.:)

Pros : Nice and convenient beach area (although had to pay ten dollars for an umbrella), nice pool area, nice lobby, nice staff working in the lobby, various places to eat/drink at the pool and beach, convenient to casinos and grocery store and places to eat, delicious buffet breakfast, comfortable beds, and easy bus ride to Old San Juan.

Cons: :Long wait for elevators, loud band in lobby and music on Saturday night from El San Juan Hotel next door. Loud neighbors in the room next door.

Overall, we enjoyed our stay!!!

Stayed June 2014, travelled with family
Helpful?
4 Thank lviolino
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this review, 3 July 2014
Thank you for your positive comments about our property and our staff. We are glad to know that you enjoyed our facilities and service levels. Nevertheless, we would like to apologize for the inconveniences due to the noise. Regarding the elevators, we are upgrading them to enhance our guest experience and we regret that this has affected your stay with us.

Thank you for your feedback and we look forward to welcoming you soon!
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 InterContinental San Juan

Property: InterContinental San Juan
Address: 5961 Isla Verde Avenue, Isla Verde, Carolina 00979-5720, Puerto Rico (Formerly San Juan Grand Beach Resort and Casino)
Phone Number:
Region: Caribbean > Puerto Rico > Carolina > Isla Verde
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 Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Spa Hotel in Isla Verde
#3 Family Hotel in Isla Verde
#4 Romantic Hotel in Isla Verde
#4 On the Beach Hotel in Isla Verde
#4 Luxury Hotel in Isla Verde
#5 Business Hotel in Isla Verde
Price Range (Based on Average Rates): ££
Hotel Class:4 star — InterContinental San Juan 4*
Number of rooms: 398
Official Description (provided by the hotel):
The beachfront InterContinental San Juan is located on Isla Verde and is a great setting for both business and pleasure. With the best sparkling beach of the area, perfect weather, amazing restaurants, natural beauty, fun and adventure, sizzling nightlife and great shopping your stay will sure be a memorable one. San Juan International airport is just three miles away. Conducting business is a breeze and it's easy to balance with pleasure. During the day, your group can enjoy our flexible meeting spaces and executive breakout rooms. Our team of experts will orchestrate the finer points, while you sit back in pampered elegance. Old San Juan and the main financial and business districts are just 15 minutes away. Nature lovers will not want to miss El Yunque Rain Forest, The Rio Camuy Caves or the Bioluminescent Bay. Free children (under 16 years old) and free Wi-Fi are just a few of the perks. Do more than just visit an exotic place - immerse yourself in it. Stay at InterContinental San Juan and allow us to pamper you with our warm hospitality. ... more   less 
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Also Known As:
Intercontinental San Juan Hotel Isla Verde
Intercontinental San Juan Resort And Casino
InterContinental San Juan Puerto Rico/Isla Verde

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