Welcome to
Fairmont El San Juan Hotel

Jennifer A. L. B.

Reviewed 2024-04-14

There were nice moments but issues throughout

Everything was documented on my record so I don’t feel the need to reiterate the numerous issues we had. Unresolved issues included the missing cigars we reported to housekeeping and also the way our late checkout was handled and how I was essentially bothered by text message when I was already promised a 1pm checkout after speaking with reception. Overall, a very disorganized management program.

Unknown

Reviewed 2024-04-12

Great stay, fantastic staff

La

Reviewed 2024-04-11

Old, stinky and leaky

This hotel is old. The rooms stink like sewage. My shower leaked leaving a pool of water in my room daily. The hotel staff don’t listen. I complained multiple times and nothing ever fixed. I submitted my flight details 3x and requested airport transfer. They told me the hotel did not offer this service. I ubered to the hotel and then they gave me a car to return. Just bizarre!

Ali M.

Reviewed 2024-04-11

Location was good

We were all disappointed! Multiple issues required significant management training and interventions: 1. Your employees were not accommodating, both at the front desk and in the restaurant, where we had breakfast almost every day. 2-Shower door was not closing and water was gushing out of the shower! 3-Food at the restaurant had no variety, something every day!

Brendan E.

Reviewed 2024-04-11

Beautiful property

Fantastic hotel on a beautiful beach. The Signature Experience team was most helpful throughout our stay. The only issue was at check-in. I checked in at 1:00 while fully understanding that the check-in time was 4:00. However, we didn't get into our room until nearly 4:30. The explanation given was that the previous guest didn't leave until 3:00. Sorry, but that is no excuse; this process needs to be managed much better. Other than that, we thoroughly enjoyed our stay.

Unknown

Reviewed 2024-04-10

Well located

Noise room and not the most friendly team at the reception

Brad

Reviewed 2024-04-10

Bad timing?

The staff, cleanliness, and the overall resort type accommodations were great. The less than stellar rating is because the hotel was full of noise and late-night noise. Sleeping was at-times, extremely difficult and frustrating. Yelling in the halls, knocking on doors (and dashing), and late-night screams in the next room (drunken variety). The screaming in the adjoining room was intermittent enough that it would wake you in the middle of the night (along with the door knocking) but then it's gone. One night, our neighbors had a late party and we called to the front desk. I'm happy to say the hotel staff did not merely "call", they went to the party room and requested them to calm down (which they did). Seemed like teenage and college students for the most part, so consider this in your plans if you are anywhere in the spring break season.

Christine B.

Reviewed 2024-04-10

Overall good stay

I would give a 10 if the check in process was better. Didn’t get a room until 530 and waited at least 5 hours. The hotel is beautiful and Laura that waited on us poolside was amazing. The wait staff at the Meat Market ( Juan and Miguel) were also wonderful and the steaks were delicious. Overall we did have a great time

Unknown

Reviewed 2024-04-10

Well located, great food.

We enjoyed breakfast each day. The staff were very friendly and helpful. Our room was on the 3rd floor right by the elevator, kinda noisy and we only had upper windows that would could not look out. The hotel lobby was elegant but a bit too dark overall.

Unknown

Reviewed 2024-04-10

We really enjoyed our stay at your hotel. The staff were extremely friendly and helpful. The ample pool space was fun for our family to play in the pool as well as large enough to also allow us to relax and unwind. The food was really good and it was very easy to get reservations. We had a lot of fun in the casino and the magnificent lobby and bar area was unbelievable. The workout facilities were also incredible and our boys really loved reserving court time to play basketball. All in all it was just a fantastic experience. There are a couple of areas I think need improvement. The carpets in the hallways look extremely dirty and stained. It was just a really bad first impression. The main restaurant by the pool and the outside area and bar leading up to the restaurant really need a facelift. The exposed pipes in the ceiling are old and rusty, the floors in the restaurant and outside look really dirty, the tables all seem to be wobbly and the chair cushions (both in the restaurant and outside) are just stained and dirty looking. The other cleanliness issue I think needs to be addressed is the pool needs to be cleaned early in morning before guest arrive. Two mornings, the pools had cloth napkins and other debris in the pool just floating around like they had blown in the night before. Staff should make sure pools are clean first thing in the morning.