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El San Juan Hotel, Curio Collection by Hilton
Ranked #9 of 13 Hotels in Isla Verde
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Hotel”
5 of 5 bubbles Reviewed 28 June 2014

Very clean hotel; well maintained Pool; Restaurant staff is excellent, especially at the Meat Market restaurant. Only draw back is the check-in is at 4:00, which can kill the day and the check-out is at Noon.

  • Stayed June 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank 451lawrenceg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
susanwilkerson, Front Office Manager at El San Juan Hotel, Curio Collection by Hilton, responded to this review, 2 July 2014
Thank you for your review! There are many hotels/resorts in the San Juan area, and we thank you for selecting the El San Juan for your getaway. Your review was very complimentary of our service and facility, and I thank you for that. Hotel check in time is at 4pm, but we do have changing rooms and luggage storage facilities for your convenience so you can take advantage of all the resort amenities immediatey.
Upon your next to San Juan, it would be a pleasure to personally welcome you back!

I remain at your service

Susan.Wilkerson@hilton.com
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3,112 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
    3.5 of 5 bubbles
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Indianapolis
Level Contributor
102 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
2 of 5 bubbles Reviewed 27 June 2014 via mobile

I was there for a meeting. While I was early by two hours, "my" room was not ready. As a Hilton Honors member, other locations try to find me a room, but not this staff. My room had lovely view of the parking lot next door. Meeting rooms in the basement had a musty smell and almost caused an asthma attack. Pool was nice. Beach was OK. I saw guys smoking weed at the beach as well. As most of our meals were buffet style, Pedro was an excellent waiter. I was able to get a late checkout but was given begrudgingly. Will check other properties when I am here next.

  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank obxmike
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
susanwilkerson, Front Office Manager at El San Juan Hotel, Curio Collection by Hilton, responded to this review, 2 July 2014
Thank you for taking the time to write a review about your recent stay at our hotel. We’re very sorry that your experience at our property wasn’t up to our usual high standards and apologize for all the inconvenience you experienced during your stay. We will take your comments under consideration as we continually work to improve our guest experience. We’re happy to hear that Pedro did a great job of delivering quality service to you and we hope you will consider staying with us again if you return to San Juan.

Regards,

susan.wilkerson@hilton.com
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Boston, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed 26 June 2014

The overall quality of this resort is poor. The hotel rooms are not overly clean, can be very loud, and the food is gross. If you're visiting for a couple nights with friends, the bar and pool area is great and the overall resort serves it's purpose as it's 5 minutes from the airport.

  • Stayed June 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Laura B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
susanwilkerson, Front Office Manager at El San Juan Hotel, Curio Collection by Hilton, responded to this review, 28 June 2014
Thank you for your feedback. We are glad you chose our hotel during your recent stay in the area and we apologize for the housekeeping problems you encountered. We appreciate you bringing this to our attention and know our guests deserve better. We will make every effort to ensure our rooms meet the highest housekeeping standards. We hope you will give us a second chance if you visit our area in the future.

Kind Regards,

Susan.wilkerson@hilton.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 26 June 2014

All of the attention has obviously been focused on the exterior, and lobby/casino area. The room was absolutely disgusting. It was filthy, and extremely deficient on amenities. We found hair, dirt, and dead bugs in the floor of the bed room area and the bathroom. The shower curtain was stained, and there was mildew throughout. We also found a mucus-like yellow and brown chunky stain on the bed comforter. I would certainly NOT recommend this hotel to others. Not what you'd expect from a Hilton... VERY expensive for what you get.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Scot S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
susanwilkerson, Front Office Manager at El San Juan Hotel, Curio Collection by Hilton, responded to this review, 27 June 2014
Thank you for taking the time to write this review on this web site. On behalf of the associates of the El San Juan Hotel & Casino, I would like to apologize for any inconvenience that you experienced during your recent stay. We are constantly looking for ways to improve our product and services; and your feedback is very important in achieving this. We are in the midst of many modifications at the property for future enjoyment.
Please feel free to contact me directly with any further concerns or questions you may have.

At your service susan.wilkerson@hilton.com
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Williamstown, United States
1 review
2 of 5 bubbles Reviewed 24 June 2014

Smoking pot on the beach with children present, dirty accomodations and not so friendly hotel staff. If these things don't bother you, stay at the Hilton in San Juan, Puerto Rico. We went there for my niece's wedding and were surprised about the above things. The wedding was beautiful and well done, however, the above things were very surprising to us.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Mary S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
susanwilkerson, Front Office Manager at El San Juan Hotel, Curio Collection by Hilton, responded to this review, 27 June 2014
I want to apologize for the unfortunate experience that you had at our hotel. The health and safety of our guests is of the utmost importance and is always a focal point of our operations in order to continue providing our guests with a great experience. We appreciate you bringing this to our attention and will work to make sure the problem is addressed.

Thank you,

Susan.wilkerson@hilton.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Charlotte, North Carolina
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
4 of 5 bubbles Reviewed 23 June 2014

This was my third trip to the El San Juan Resort and Casino. I like the location, the pool with beach access, and the number of dining options. I was attracted by the Old World Charm, which appears to be disappearing in the pool area. The most noticeable change over the past few years is that guests have begun to carry around modern day boom boxes (iPad with speakers?), assaulting the senses of fellow guests with bad music. Hard Rock was blaring in one section of the pool area, and Rap was pounding in another. I took my drink from the bar to my room, and did not go back. The noise robs the pool guest of a relaxing experience. Three years ago, the hotel was playing soothing "island" music over the pool PA system. Wonderful! The following year, techno rock music was played. Bearable. This year, the hotel PA was not audible because of the competing music being played by guests. Enforcing a hotel policy addressing portable music players and requiring ear buds in common areas would go a long way in preserving a relaxing vacation for the majority of guests.

  • Stayed June 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank GoAnnGo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
susanwilkerson, Front Office Manager at El San Juan Hotel, Curio Collection by Hilton, responded to this review, 2 July 2014
Thank you for sharing your feedback, and I can assure you we will address the issues mentioned immediately!
All of our guest feedback is extremely important to us and we take each and every comment with utmost importance, I appreciate your loyalty and I hope you will continue to maintain the hotel as your #1 choice when visiting the island.
The El San Juan is renowned for its unique 15 acre setting, located on Puerto Rico's longest stretch of breath taking beach, sided by 3 pools, one being the activity pool and the other area, quieter and surrounded by tropical gardens.
I look forward to welcoming you back!

Susan.wilkerson@hilton.com
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Paramus, New Jersey
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 23 June 2014

This hotel/resort has the whole package: nice beach, pool, grounds, lobby, restaurants, night club, and a super friendly and hospitable staff who is alert and ready to serve you! I just returned from a 4 night stay with a friend, just looking to get away from NYC for a few days for some R&R. This hotel/resort was perfect and we wish we could have stayed longer. It's a large resort so the pool grounds and beach probably get very busy during peak season, however in June it was absolutely perfect. Fewer crowds during weekdays made the whole place feel like our own. Extremely relaxing, spent most of our days on the beach and alterating occasionally to the very nice pool. They serve food and drinks on the beach so for those not willing to lose a minute of the beach sun, no need. Massages on the beach are also available and highly recommend. Hotel is near area traditional restaurants and cafes which are more casual than those at the hotel.. I highly recommend Platos, a short walk up the street; their cocconut sangria is amazing! Overall a great place for anyone looking for rest and relaxation on a nice beach but with the option to enjoy lively local bands and salsa/merenge dancing in the lobby and club, especially on Thurs, Friday, and Saturday nights when the locals join in. I saw couples, friends, and families at this hotel, with a separate pool area that looked like a more family friendly set-up.
I would stay here again, and I highly recommend!

  • Stayed June 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Kat_608
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
susanwilkerson, Front Office Manager at El San Juan Hotel, Curio Collection by Hilton, responded to this review, 2 July 2014
Thank you for your amazing review! and thank you for selecting the El San Juan for your getaway. Your review was very complimentary of our service and facility, and I thank you for that. I am glad to hear the location, and the resorts amenities were to your liking and you had a great stay!

Upon your next to San Juan, it would be a pleasure to personally thank you for your kind words..

I remain at your service

Susan.Wilkerson@hilton.com
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 El San Juan Hotel, Curio Collection by Hilton

Property: El San Juan Hotel, Curio Collection by Hilton
Address: 6063 Isla Verde Avenue, Isla Verde, Carolina 00979-5706, Puerto Rico (Formerly El San Juan Resort & Casino, A Hilton Hotel)
Phone Number:
Region: Caribbean > Puerto Rico > Carolina > Isla Verde
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Luxury Hotel in Isla Verde
#4 Casino Hotel in Isla Verde
#4 Spa Hotel in Isla Verde
#7 On the Beach Hotel in Isla Verde
Price Range (Based on Average Rates): £££
Hotel Class:4 star — El San Juan Hotel, Curio Collection by Hilton 4*
Number of rooms: 386
Official Description (provided by the hotel):
Oceanfront hotel surrounded by 15 acres of landscaped grounds in fashionable Isla Verde district - 15 minutes from Old San Juan. El San Juan Hotel presents a perfect blend of tropical splendor, Old World elegance and vibrant culture. Redesigned guest rooms are bright and inviting - ideal for a retreat. Lounge at the beach or on the expansive pool featuring flowering gardens, and spacious sundeck, Olympic-sized pool, Fantasy swimming pool with swim-up bar, waterfall and whirlpools, private cabanas for rental or relax and rejuvenate at the spa. Enjoy a vibrant and varied nightlife, choosing from nine on-site award winning restaurants, plus lounges, bars and nightclubs. One life to live? Live it up at El San Juan! ... more   less 
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Also Known As:
El San Juan Resort And Casino
El San Juan Hotel Isla Verde
El San Juan Hotel Casino
The Waldorf Astoria Collection Carolina
El San Juan Hotel Puerto Rico
El San Juan Hotel, Curio Collection By Hilton Puerto Rico/Isla Verde

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