Fairmont El San Juan Hotel - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1807 reviews

• 

  Does not live up to the Fairmont expectations.

  I expected more from the Fairmont El San Juan. The experience was just ok. The public spaces are kept up reasonably well, but the rooms are not. Our room had a large picture missing - we could tell because the 3 large hooks were still in the wall and the paint was a different color from where the picture must have hung - not a big deal, but indicative of the upkeep. We were there for 3 days - hand soaps were never replaced, glasses were not replaced though we clearly used them. We felt the minimum was done. Just not up to the Fairmont brand. Most of the staff was we encountered were friendly and helpful.

  Mar 05, 2025
• 

  Disappointing- Was probably great 30 years ago

  Lobby was impressive and was excited for my stay. When I got to my room it was in rough shape. Lampshade had tape on it, mold in the shower, paint missing on walls and musty. They do not maintain the property. Can’t get a drink before noon. Service staff was great.

  Mar 04, 2025
• 

  water damaged room with soaking wet carpets

  Current room we are staying in has significant water damage with soaking wet carpets. Unable to walk on carpet without socks and feet getting wet. The room clearly has previous water damage. Reported to front desk staff. Issue not resolved that day plus the next day, security latch to the door broke so we were locked out of the room for 45 minutes. Again reported the water issue to the front desk and ask to speak with a manager. Front desk spoke with the manager who I guessed authorized a resort fee refund for just 2 days but the manager themself did not speak with us. Housekeeping could not gain access to the room during the day.because of the door latch issue so I specifically asked the front desk to have house keeping service the room especially since we used all our towels wiping up the water leaking from the shower. Came back from diner 4 hours later and the room has not been serviced so no towels for tomorrow. While the staff are polite and professional, they have not been proactive to make it right which is unfortunate when you are spending hundreds of dollars a night on a hotel room. I would have thought with the soaking wet carpet they would have at least offered a different room and provide some compensation for the time we spent locked out of our room, reporting the issue multiple times and having to walk on a soaking wet carpet everytime we want to leave the room or use the bathroom.

  Feb 27, 2025
• 

  Amazing anniversary experience

  Amazing location and friendly attentive staff. The pools are spacious and the beach access and seating is ideal. The hotel has a ton of history which is clearly present in the gorgeous lobby space. We came for our anniversary and found the experience very special. Old San Juan and the airport are very close and easy to access by uber. Highly recommend!

  Feb 25, 2025
• 

  Hotel not what it used to be, Gabirel is the light at the end of the tunnel though

  I recently stayed at what used to be an exclusive hotel, but unfortunately, my experience was far from what I expected. My family and I were greeted with a dirty room that hadn’t been cleaned at all. Although it was addressed, the initial shock of it left us disgusted. To make matters worse, the shower leaked into the hallway, and I actually slipped and fell. The constant need to complain and ask for fixes made me feel embarrassed, and it really ruined the experience for me. Then, as if that wasn’t enough, we were woken up at 2 am by a loud party next door, which definitely did not reflect the kind of atmosphere the hotel once boasted. It’s clear this place is no longer the exclusive destination it used to be. However, despite all of these issues, Gabriel, the manager, was a standout. He went above and beyond to fix what went wrong, doing everything he could to make things right. His professionalism and kindness were a bright spot in an otherwise disappointing stay. Gabriel truly is one of the gems of this hotel, an amazing manager, and an even better human being who genuinely wants to ensure his guests are happy. While I appreciate Gabriel’s efforts, I’m sad to say that my overall experience was not what I had hoped for. This hotel has definitely lost its charm and exclusivity.

  Feb 24, 2025