Fairmont El San Juan Villa Experience

Bianca and Melanie at the front desk were both very helpful and accommodating.

High class

Very good

Love this resort. I’ve been here before and we will be back!

My family and I stayed at this property for a week. We had a pool-side villa with balcony, as part of their Signature Experience at the hotel. In my opinion, their signature experience did not add any value above and beyond our usual expectations. They reached out to ask about arrival time, special celebrations, etc. I

Some of the staff didn’t seem like they wanted to be there. My wife left her phone in the lobby on the way to dinner, we both called to ask the front desk if they would please go look and possibly hold it at security, they refused…they said someone has to turn it in, employees can’t go get it, so 50/50 chance it gets stolen or turned in.

The Villa was beautiful, quiet and elegant.

Beautiful property, staff is very attentive to guest needs, great for families with kids as well. From Thursday to Saturday lobby becomes a salsa club!!! Lots of fun!!

We paid over $800 to get a room in one of their external room buildings that was so dirty and could hear everything in the room next to us. Bottles and food sitting in wall ways. Upon arrival, the bell men just watched us as we dragged our bag in ourselves and found the front desk. The hotel is in a compound , which would be nice if you are strictly staying there and not wanting to venture out on foot.

The front desk is the worst ever

Wonderful stay. Beautiful resort and excellent staff.

This property is absolutely beautiful, be sure to take the time to enjoy the history of it and enjoy all of the amenities. The service here was amazing. We were so thankful to receive a room upgrade to an ocean view. The room was incredible. We enjoyed taking advantage of a class at the fitness center. All of the outdoor areas were stunning,many dining options and many close by as well. We never had trouble finding a chair at the pool, an attendant brings you a chair towel and a beach towel. The poolside service with a pitcher of Sangria is a must! There’s a lot happening here for entertainment. We had a great time and cannot wait to come back!

Would be an overall excellent rating if it wasn’t for a very mishandled situation at check in. I wish there were separate ratings for the areas of staff; front desk/reception was very poor, all other staff were excellent.

My was very disappointed in this hotel. Paid over a grand for one night to have a terrible room, terrible service, and things were dirty. No late check out when you pay this much either, bellhop made me take my own luggage to the car because they were busy. Overall just never staying here again.

Our check-in and check-out experience was very efficient. The location of our room in a building behind the gym provided the tinyest glimpse of a pool -- so it was underwhelming for a "pool villa.". However, it ended up to be convenient, and the room itself was nice. The poolside staff were extraordinary in both their lounge chair set-up for us and an iced coffee that wasn't really on the menu. Breakfast staff was wonderful as well. It was a great experience, and we will be back.

Unfortunately we had to wait over an hour and a half after check in for our room to be ready (this was on a Thursday) which was very disappointing Overall stay was good

Worst property I have ever stayed at

Hotel is wonderful. Had Thanksgiving dinner in the Meat Market. Beautiful restaurant with great ambiance. We ordered turkey because it was our Thanksgiving dinner. Drinks and bread came our fairly quickly. However, then they must have forgotten us. After almost an hour I had to ask where our dinner was? They did Apologized and gave us two complimentary glasses of wine. A satisfactory gester and we looked forward to our Thanksgiving dinner. The vegetables and gravy were wonderful as was the bread. The turkey, our main reason for dining there, was dry and salty. Worse turkey we've ever had! Became they were so apologetic it was now late and I didn't have the heart to send it back. It is primarily a steak house and we saw a few beautiful steaks. Just don"t order turkey.

The property does not really match the Fairmont brand, it needs a few improvements. I also did not like the fact that they sell day passes to people who do not stay in the hotel. The club in the lobby that allowed tons of 21 years old in - did not like that at all

I liked that the property had a bit of everything. I enjoyed the breakfast included option. The beach and pool were great and the staff was so friendly and willing to accommodate and make us comfortable.

Was an amazing stay staff was amazing and tentative! Casino was great and had fun play the card tables, slot machines and others!

We booked 2 rooms and were extremely excited until we arrived. Not only was the check in process painfully slow, they stated they had an issue with one of the rooms we reserved and placed us in another room the first night; we had to switch over on day two. The second room had substantial water damage that hadn’t been repaired. Breakfast was great! Probably one of the best things of our stay and everything was close by.

Beautiful property and loved the easy access to the beach and the villas was great!

We were lucky to have been upgrades to a very nice (huge) villa, at no extra charge. Rooms were clean for the most part. Location on the beach was AMAZING!!! And they had huge lawn chairs and umbrellas available right on the water. Perfect beach front to enjoy the ocean! Food and drinks are very spendy. But there are good, fair priced meal options within walking distance. Beautiful resort overall!

Check in was rather slow where we thought about leaving however we stayed because we really do prefer this hotel to others. The pool is amazing, swim up bar is great, room was beautiful and very romantic. Access to the beach is incredible.

it was not good. the room was very stinky. even after requesting for a room chnage, they managed by spraying room freshner. there were lot of fruit flies. there was water leaking in the toilet. it was not worth the money

The staff are amazing!!

Property was good and the evening entertainment was also pleasurable.

We booked a king room and were given a queen which was pretty difficult as my husband is over 6ft and was very small end. The room had a lot of issues safe broken patio door didn’t lock so lots of small bugs in room. First night an alarm went off in the fridge at 5am so we had to unplug tried calling reception to assist no answer went to the signature experience and they did sort it out besides the king bed issue - staff overall very friendly. Nice hotel and good location

Amazing pools and very nice and helpful staff! Loved our stay!

Staff was great! They accidently overbooked our villa but managed to get us an upgrade and wsived the resort fees for the inconvenience. House keeping came at least 3 times a day to refresh towels, leave waters and make the beds. The resort gives you two reusable water bottles and since we stayed in the villa we got a tote bag, waterproof phone pouch and sunglasses. Tons of amenitites, anf very family friendly. We wished we had stayed longer. We will be back!

Concierge not helpful and front desk same. The rest of the staff very nice.

Great trip

Has everything a dream resort could want. Great pool area, fantastic beach & excellent wait staff in the pool area. Meat Market steak house served one of the best steaks I have ever eaten. Might be out of some people’s budget, but if you can afford it, it’s worth it. Added bonus, 5 minutes from the airport.

Terrible experience

The pool and lounge areas were very nice. However the rooms are icky- dust accumulation, broken tile, dirty water pot. The hotel offered the same very limited menu items and slow service.

No power

Had an amazing time at the El San Juan hotel. We were upgraded to a bigger villa free of charge. Definitely will book again in the future.

I like the hotel, the service was great!! Restaurants a a little expense. And the $10 for WiFi is too much. After already paying so much for room.

Very friendly

Great property

The booking is a little confusing when choosing a pool Villa. You don’t get a Villa rather just a bigger room with a pool view. So not really what I expected. The manager did a decent job in taking away the resort fee. But I could of saved way more money by just booking the same room without the balcony. Everything else was amazing.

Pools.

I specifically purchase a villa room and confirmed prior to arriving to the resort. Upon arrival to the hotel, the front desk indicated they no longer had the room available. The room they had was available was in totally different part of the hotel, they upgraded the standard room to a suite as a courtesy, however the rate I paid for the villa services and room does not even compare. Confirming the room accommodations before my arrival is a general routine for me.

ROOMS ARE 3.5, BATHROOM THE SMALLER WE HAVE NEVER HAD, AMENITIES AREN'T AGRADABLE, NO DRINKS NEITHER SMALLBITES IN THE ROOM.....

My kids and I loved spending our Christmas Vacation here. We spent 1/2 of our stay in Carolina/Isla Verde PR at the Fairmount Pool Villias and the other 1/2 closer to Old SJ at a newer hotel. We enjoyed the Fairmount the best! Would recommend to all!

I truly had a spectacular time at the Fairmont. The hotel is beautiful and the grounds are vast and well kept. There are several pools including one with a swim up bar. The beach is gorgeous. I like to exercise and walked the pristine beach every morning. I am not good with distances but it must be a mile and a half. There are several restaurants all of which are very good. I loved Cana with authentic dishes and outdoor seating. (I am still very Covid conscious and avoid indoor dining as much as possible,) There is a coffee bar with great coffee and pastries; an excellent health club with several floors including open air roof access with a heavy bag and some other equipment. The beach has a jet ski rental with a great staff that appears to take safety very seriously. I loved the mellow vibe, been home for several days and am still relaxed. I do want to add this. I stayed in one of the Villas which had been recently renovated and had a beautiful view. However we traveled with another group who stayed in the Tower. They said their room needed an update and experienced minor inconveniences. If you are the type who only use the room to sleep then this may not matter. Additionally the chairs around the pools tend to fill up quickly by some dropping towels before the sun rises…but the staff is very attentive and will find you a spot. Finally a heartfelt thank you to Gabriel Rivera and Dana both of whom exemplify fantastic customer service. You made our stay so memorable.

We got a pool villa and a patio room. The pool villa was ready for us at 8:45 pm. Check-in should have been at 4:00 fortunately we had a second room which was given to us at 5:30. The patio room was on the 3rd floor and it was more like an alley. Not very attractive patio. Perhaps good for someone with a pet or a smoker. Not impressed. My pool villa was very expensive to lack in cleaningess Simply not impressed with rooms. Amenities such as pool and the isla verde beach did not disappoint. Also we ate at Meat market there in the hotel and there was a hair in our mash potatoes. Advised the waiter and he took them and brought another… sadly it had a hair in it as well. Not sure how they aren’t paying attention to service. My bill was $650.00 for 5 people and they took over an hour to get food on our table. Simply not impressed. The breakfast at Cana was excellent. I had the banana pancakes with macadamians and bananas. So good. The service was excellent. Also excellent were the service/waiters out by the beach. They were exceptional. Very Impressive day by the beach. The pools are very clean. Over all a great experience outdoors. The casino is small but nice. Night ambience excellent in the main lobby.

I enjoyed the property and amenities it was plenty to do. Going to the beach was easy with the help of staff with umbrellas and chairs included. Could not really enjoy the patio because of cat issues sitting and feces on the terrace. A big issue was washcloths our room did not have them and we were in the ocean villa and it took forever every day to get washcloths. This should be mandatory and regular to have washcloths. When requested the excuse was it had to come from another facility it was annoying to have that experience for a 5 star hotel so called.The parking lot was small at one point it was to many people and could not find a space.

It wat clean and comfortable and room service was super fast

Great

The hotel is old and shabby. My ocean villa smelled like the sewer. If you got to the beach in the afternoon,they were out of umbrellas and even chairs. Definitely not even close to what I have come to expect from a Fairmount.

Classic 50s property in a good beach location. Updated extremely well.

Has the potential to be a 5 star. Needs to be better managed. What’s not 5 star about this resort: If you arrive late expect to take your own bags to your villa, or room. The pool ran out of towels by 10 am and told us they didn’t know when they would get more. The pix of the villa are better than in person, even my 10 year old seemed stunned at the carpeting, sticking doors, sticking toilet flusher, and airplane noise. The cabanas can only be reserved on Open table and you cannot choose on the app or when you arrive, even when you see empty ones. We got a LUX cabana fist. - the only 3 are in a high traffic area, ours had a broken lounge chair and the TV had only a few channels. The pool speakers are next to you so expect to hear a lot of noise. We then got a pool/beach cabana. Same thing with choosing one. these have no side protection. We roasted as the sun began to set and gave up on it and sat in regular chairs. Again the speakers were so loud you feel like your at a club. It’s not relaxing. The service was poor everywhere. My wife and I understand how hard it is to get help so we overlooked our frozen drinks that arrived not frozen, food that arrived cold, and room that didn’t have a turndown service, a restock of the used coffee cups, or soap. In a nutshell this property has a lot, but needs better leadership. It’s more like a place for singles who just don’t care but its not a place for families.

We had a great relaxing stay- can’t wait to return, thank you!

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PROS: The pool / beach area is great. CONS: Room areas could use some updating, the service is snooty, and food/drinks are way overpriced. This is a great hotel for folks that want to be sheltered from anything too Puerto Rican.

I understood my unit to be overlooking the beach as it was stated but was instead overlooking the pool. It was noisy and wasn't what I thought it would be. For a Fairmont it should be much more superb, the hot water didn't work first couple of days, there were several power outages and one of the shower heads didn't end up working at all. The lobby was beautiful however for what I paid for my unit I'm not impressed and will not be staying here again nor recommending it.