Hyatt House San Juan

I recently stayed at the Hyatt House San Juan under circumstances that were a bit stressful for my family. My wife was undergoing surgery at a nearby hospital, and initially we only planned to stay two nights. However, her hospital stay was extended, which meant I had to add extra nights to my reservation twice, both at the last minute. What really stood out to me was how the hotel handled the situation. Norma at the front desk went above and beyond to help. Even though the hotel was almost fully booked, she managed to accommodate the extensions and, to my surprise, honored the same rate I originally had, even though the rates were higher during those days. That level of understanding and flexibility meant a lot during a stressful time. More than that, Norma showed genuine care. She would ask how my wife was doing and made me feel like more than just another guest passing through. This was my second stay at this hotel. I’ve stayed here before for business, and I’m generally a loyal Hyatt guest across the United States and Puerto Rico. But this stay was truly exceptional because of the human touch and kindness shown by the staff. I don’t usually take the time to leave reviews, but this experience deserved to be shared. My sincere thanks to Norma and the Hyatt House San Juan team for making a difficult moment a little easier.

The location was good, the highway getting to the hotel was confusing. The shuttle bus to old town was nice. Breakfast was hot and plentiful. Overall a nice stay.

great location neatr distrito t mobile, room was clean with good temperature and water was warm/hot wich is great for me. The gym was well equiped and the pool was in good condition. i would stay again and longer time.

Location was fine. Nice lobby vibe. Has some issues with cleanliness but I think I expect too much as the way I live. Pool was a all and the sun went behind the building at 2:30-ish so be warned. Water was FREEZING. Breakfast is from 6-9 am. I had to set my alarm to get coffee etc while ON VACATION!

Everything would be great except the horrible moldy smell of the room . We were staying at room 324 and wanted to change and the hotel was fully booked. They gave us dehumidifier, but it didn’t help the smell. It’s a shame, the hotel was nice…

We recently stayed here before our Caribbean cruise and were happy we did! This hotel was only a few minutes from our cruise port. The free breakfast was delicious and convenient. We enjoyed the small pool area - it was beautiful and relaxing both day and night. The hotel staff was very friendly as well. We were able to walk to a nearby restaurant for dinner and enjoyed a morning walk around Condado Lagoon. Don’t hesitate to book here!

Stayed at Hyatt House pre cruise and had a great stay. The hotel is in a great location and close to the cruise port. The hotel was very clean and had great facilities. We really enjoyed the breakfast, outdoor area and they have a very nice pool. Great pre or post cruise option in san juan.

Great location! Shuttle service was very good. Rooms were clean & very nice. The staff was very friendly & helpful. The breakfast was excellent & much more than we expected. The price was great. Olive Garden & Longhorn restaurants were behind the hotel, as well as a restaurant at the other Hyatt hotel across the street. Local restaurants were also close by. This hotel was excellent & highly recommended.

Hotel was very clean and the shuttle was a great way to get to old town. The room itself was very nicely appointed except for the noisy washing machines that started running at 7am. The breakfast omelette station was slow. Good location to cruise ports.

The location is great especially if going on a cruise. It is near the T-Mobile plaza and that is wonderful. The shuttle was fantastic and better than expected.

The hotel is in a great location across from the marina and within walking distance to District T-Mobile. It is modern and the rooms and nice. Bed was comfortable. We had a suite which was very nice. The breakfast buffet was very nice for a hotel buffet and exceeded my expectations. Front desk staff went above and beyond during my check-in. Would stay here again.

I have stayed at this property twice before, and while those experiences were very good, they were not exceptional. On my most recent visit, however, I chose this hotel specifically because I learned that Cordero (new Manager) whom I met numerous times during my stays at the Rumbao Marriott Hotel, had joined this property. This time, my stay was truly exceptional. Cordero’s presence has elevated the overall experience at this hotel, and he is a tremendous asset. His leadership and commitment to guest service are clearly reflected in the staff and overall atmosphere. I highly recommend securing a room with a bay view. There are also excellent restaurant options within a five‑minute walking distance. The complimentary breakfast at the hotel is outstanding, the gentleman who prepares the omelets is awesome and adds a great personal touch to the experience. The hotel offers on‑site laundry facilities, which allows you to pack lighter; detergent is available for purchase, and change is offered for the machines. Additionally, there is a free shuttle service to Old San Juan (a must‑see destination), as well as to the beach. Please be sure to tip, as the service is greatly appreciated. The people of Puerto Rico are some of the happiest and warmest individuals in the world, and this Hyatt truly delivers a top‑tier service experience that reflects that spirit. I highly recommend this property.

If you expect functional AC in a hotel, look elsewhere. I stayed 2 nights previous to arriving for a cruise. I first checked into a room that was humid and smelled like mildew. I tried waiting for it to clear out, but it never did, so I contacted the front desk. (I had to go down to the lobby because the "Front Desk" button on the phone never gave anything other than a busy tone.) They moved me to a downgraded room that indeed smelled better, but was more like being in a pool -- humid and smelled of chlorine. In addition, the fridge in the new room was broken and ice had melted onto the floor. I asked a couple of other guests in the elevator if their rooms were also humid and they said yes. All of the hallways were the same. I get that this is a humid climate, and I'd just deal with it if this was a budget hotel, but for $300 a night in a mainstream hotel chain, I don't feel this is acceptable.

Amazing choices for breakfast! Small but a nice outdoor pool. Friendly and helpful staff. Close to the cruise port.

We wanted an hotel close to port as we were going on a cruise. The room was small. The air con was very noisy and dripped after turning off. Couldnt switch off as far too warm. Breakfast was self serve and not much choice. Certainly not what I would expect from a Hyatt. I would say similar to a Premier Inn in UK but at £290 for a night far more expensive.

The hotel is nicely done. It is located in a great location. Walking distance to casino, entertainment, and good eating restaurant's. The T-Mobile district is so fun to be at and hang out.

I had a wonderful stay for just one night. All our needs were met during our visit. I do recommend that they improve the pull-out beds, but it was sufficient for our one-night stay. The location was perfect, making it easy to find dinner and start our cruise ship adventure.

A nice welcoming hotel, bed was super comfy, location was excellent for my requirements, looking forward to my stay in Feb 2026.

Very close to cruise port. Walking distance to the port. During cruise check in period, the traffic was jammed up for hours. We decided to walk to port instead of calling Uber or taxi. It was a great experience. The picture was taken from the window of 6th floor room. Cruise port can be seen clearly.

I am a loyal Hyatt guest, and this was by far one of the most disappointing stays I’ve ever had with the brand. We arrived at 3 p.m. knowing check-in was at 4 p.m. No problem. What I did not expect was to be told at 4 p.m. that our room still wasn’t ready and that check-in at this property could happen “anytime between 4 p.m. and 6 p.m.” I’ve stayed at countless Hyatt properties and have never heard anything like that. When we finally did get a room, it smelled terrible — a strong, unpleasant odor so bad that my wife needed aspirin to get through the night. We tried to tolerate it, but by the next day it was unbearable. Staff acknowledged the room smelled bad and moved us. Unfortunately, the problems didn’t stop there. Over the course of our stay, we were moved three different times. For the price we paid, this felt nothing like a Hyatt experience — it felt more like bouncing between rooms at a low-budget motel. The worst part was the dishonesty. A front desk agent looked me in the eye and insisted the hotel was “completely sold out” when we asked to move out of the smelly room. I checked the Hyatt app in real time and showed him that rooms were in fact available to book. Only then did he agree to move us. That kind of bold-faced lie is completely unacceptable and not something I’ve ever encountered at Hyatt. We paid a premium rate for what was supposed to be a comfortable stay. Instead, we dealt with odor issues, repeated room changes, inconsistent information, and a lack of transparency from the staff. I love Hyatt and will continue staying with the brand, but this property fell dramatically below Hyatt standards, and our experience was simply not acceptable.

Stayed one night for a cruise, which was less than 10 minutes away from the cruise port. Customer service was terrific, and the staff was extremely helpful. The unfortunate issue was a mold problem in the first room, which the agents helped us address right away. The second room was better, but the bathroom was not cleaned properly.

Nice enough hotel but expect delays getting into your room Arrived off a cruise around 10am. Of course I didn't expect to get into my room so early,but the did the admin to check us in and said they'd try they're best to get us in ahead of the normal 4pm time. We sat by the pool for a couple of hours before deciding to head to old town. I asked on the way our when they thought we could get our room. By then it had changed from trying to get us in early to "4:30 at the earliest". We arrived back at 4:30 to be told by the clearly disinterested young female receptionist that our room still wasn't ready. We sat in reception till nearly 6pm before getting our room! There. We're several other guests waiting and when we went to. Our room we saw housekeeping still cleaning rooms! The make member of staff was apologetic and he gave as a voucher for a couple of drinks at but I'd rather have had our room earlier! Rest of the stay was okay. Breakfast nice enough and there is the option of a nsfw to order omelette. Pool nice but chilly as it's our of the sun all day. Handy for cruise terminal and old town

Only stayed here one night before our cruise. The room was more than adequate, clean and comfortable. It was only a few miles from our cruise port and we used a Lyft driver for that. Transportation to the port was not complimentary but I think they do have transportation to other locations in San Juan.

The hotel and room were nice. However, I booked this hotel 3 months in advance and booked a bay view suite. Instead, I got a suite with a view of the parking garage. I received a $50 credit for the foul up but don't think that is enough to make up the lack of view for 3 days. I wouldn't have stayed here if a bay view room was not available. The room was also not available until 5:30pm. At that point, was too late to look for alternative options.

Horrible experience. Nasty management at frontdesk. We was waiting for room from 8am to 4:30pm. Insane. Manager said check in is from 4 to 6pm. After numerous time we came to ask if our room is ready they always said not ready. Even though I didn’t see nobody checked out. At 4pm I start be annoyed and said it’s unacceptable and magically manager found room for us, she said I upgraded for you for one bedroom king size bed, even though I paid for the room she “upgraded “ for me. Nasty attitude. In the bedroom air conditioner is blowing frizzing air straight to your head. When we tried to adjust the temperature it’s shut off. Make us sleep on couch in living room. So uncomfortable.very expensive for $270. Wi-Fi didn’t work well on pool.

A beautiful hotel near Old Town San Juan and cruise port in San Juan, PR. Our room was large, clean, full kitchen, separate bedroom and two TV's. Quiet, very clean with a fabulous breakfast. They had an omelette maker which was unexpected.

As a Hyatt Globalist, I have come to expect professionalism, cleanliness, and accountability from Hyatt properties. Unfortunately, Hyatt House San Juan failed in every one of these areas. I used a Free Night Award for one night because the island’s water service was down and my attorney and I needed to shower before meetings. The room I was given had a foul, chemical odor and no hot water, and the water pressure was poor. I called the front desk three times for help but no one answered. When I went downstairs in person, I was told there were no alternate rooms available and was not offered any real assistance. The next day, my guest returned to shower before our appointments. His key no longer worked, so the front desk agent, without checking ID or authorization, gave him a new key. He entered what was supposed to be my room and found another guest already in the bed. This was a serious breach of privacy and safety. Instead of apologizing or showing concern, the General Manager confronted my guest with attitude and offered no professional resolution. Even after I escalated the issue through My Hyatt Concierge, no one from the property has ever contacted me to acknowledge or apologize. This experience was completely inconsistent with Hyatt’s brand standards and unacceptable for any guest, let alone a Globalist. I sincerely hope Hyatt corporate investigates the management and training practices at this property.

Fabulous location to Uber from/to, or take the free shuttle to Old San Juan. It was nice to come back to the hotel, which was clean, quiet, had a great breakfast, and had helpful staff, all at an overall well-priced rate. The outdoor pool is a nice plus.

Did not receive the rooms I booked 6 months in advance, with no explanation as to why. Fire alarms that were extremely loud went off twice during my stay with no explanations. Once at 2 am and another at 10 am, separate days. Unhelpful front desk to my concerns and when I asked for regular water I was denied and told to use the cucumber water by the bar instead even though there were two staff at the counter and one could have easily went to retrieve a water bottle for me especially with all the inconveniences I had during my stay. Will not use again for my company's needs and do not recommend this hotel.

We really enjoyed our stay. The 2 queen bed room we had booked was not available when we got there, so they upgraded us to a suite on the 5th floor. It had wonderful views and was a very nice and clean room. The staff was friendly and helpful. I enjoyed the little “shop” for late night snacks, and they had 2 restaurants directly behind the building for easy walking access. Close to the cruise port which was a plus for us.

Very good

Adequate

The staff was great.Specially Xiomara and the bartender George

The room smelled of mildew, very potent. We told the front desk they gave us a dehumidifier as a solution. This tells me it’s a regular problem, otherwise why not switch rooms?

Nice property

Staff was very kind; excellent service

The shuttle to the beach, old San Juan and T-mobile district was handy. Hotel is within walking distance of the T-mobile district. Lone star steakhouse and Olive Garden are just out the back door from the hotel. The rooms were clean (one room was very musty/moldy smelling- but we were kindly switched when staff was alerted to this issue and the 2nd room was just fine). We did not experience a lot of noise or door slamming. The breakfast was nicer than the typical hotel breakfast they even offer a made to order omelet bar some of the days. The star of the show is the staff!! I had a medical emergency and the staff went above and beyond to care for me and my husband!

Hyatt House exceeded my expectations. My hotel room was like an apartment, the cook, Samuel and staff were attentive to my dietary needs, and the staff was friendly and ready to meet my needs.

Clean room, family friendly, Nice Staff

Clean and spacious room. Seems ratively recently renovated. Very good breakfast included. Nice pool area. Staff was very helpful and nice. Location is good even thought its not located right at the beach front, it is probably 15 min walk to the nearest public beach. Decent pricing. Overall very good stay.

Amazing stay!

Excelente ubicación

This was a great location near the T-Mobile entertainment area, Old San Juan, and the cruise terminals. Hotel is very nice and clean and modern. Breakfast was very good. And there was a complimentary shuttle that drops you in a several spots, including old San Juan. The pool had a nice little slide and play area for kids. Overall a very nice Hyatt property.

Family- friendly

Clean room

Excellent staff great bar tender !!!! Very clean will be returning!

It was convenient for a short trip

Great staff and friendly.

Staff was amazing - especially the kitchen staff: Samuel and Kevin. Property was clean and well maintained. Felt safe. Stayed in a suit- spacious with kitchen. Parking available but for a fee. Shuttle to T mobile district, beach and old San Juan. Good for kids- although pool is tiny. Would stay again.

Clean, but there is a moisture smell booking again

This was a wonderful hotel with the most comfortable beds, rooms ideal for a family because of the kitchen and dining area. Shuttle to popular destinations was great and on site dining was super. There was an olive garden and longhorn walking distance. The breakfast was good but should have changed a bit from day to day. Overall highly recommend.

Clean room, amenities and food options

This hotel is amazing. The bed was perfect, the breakfast and friendliness of the staff was awesome. I like that it was close to so many things. Distirio T-mobile and condado beach are very close

Horrible place and worst service

The hotel's interior and exterior are very spacious, clean, and attractive. The staff is very welcoming, friendly, and courteous.

Love the whole Breakfast included, but please check the plates. They are all dirty. Please ask for to go paper plates. The regular plates and silverware are dirty.

Amazing stay! Can’t wait to come back

Staff were extremely accommodating and super friendly. Hotel was very clean, and the pool was as well. Had good breakfast also had different options everyday. My only complaint is there was a slight smell of mildew in my room.

Friendly staff and a pleasant stay.

Room 306 smelled musty never stay at Hyatt House again

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The hotel was quiet and clean. I wish the pool was a little bigger, but other than that everything was good. The breakfast was good too.

Nice

Everything excellent

I loved this property. It was extremely clean and well maintained. The staff was incredibly welcoming and nice, and even welcomed us back by name when we arrived back for the night. The pool was clean and quiet, and the hotel is close to not only the sights of old San Juan, but also beautiful beaches, the financial district, and anything else you could want. I would stay here again in a heartbeat.

Very nice

I actually was expecting more . It wasn’t disappointed neither outstanding. Ok.

Excellent location

The only complaint overall with Hyatt hotels in PR is the AC system. Tends to create a mold smell in room. You will mostly notice on arrival after being out of room for about 3 or more hours. The scary part is that you get used to it but its still there. Hyatt House San Juan overall was a great experience and staff also.

The hotel was very clean and overall the staff was very friendly. I did have a few hiccups while I was there. first, the air-conditioning is extremely loud and made a loud buzzing sounds all night the only way to solve it was to turn it off, which made the room very hot Who said that I should record it and come back with a video I did record it, but I really didn’t have the time to share it with the front desk. Secondly, the front desk did let me know that sometimes that happens and I just have to turn the auto off as someone with ADHD. The humming sound was extremely.difficult to tolerate. On the day of my checkout, I was surprised to find two men who were cleaning the windows and we’re looking right into my room when I told the front desk they said I should’ve had a notice on my door (which I did not) I was also told work will be starting at nine however, my picture was taken before 9 AM. I just felt like the response was oh well and didn’t feel like there was anything that would be done about it as a woman traveling with my niece just made me very uncomfortable. no sense of urgency at the checkout process. Staff will be chitchatting while the line is forming, which is frustrating when a checkout process can be very quick. It would’ve been nice to see more than one staff member at the desk during peak hours. They have a few guest laundry machines on the 6th floor. $3.00 to wash and $3.00 to dry. Quarter operated. They sell detergent in the gift shop but when I was there, they didn’t have any. This hotel is the equivalent of a Hampton Inn. It was clean. I might stay there again, but it wouldn’t be my first choice.

The shuttle service, an

Overall it was great.

Family and pet friendly

Excellent overall services, great location. The breakfast is very good and the coffee is fantastic. Recommended from frequent travellers

Everything was real nice, just the pool could be a bit more bigger or just not so dull

This was an ok hotel. Very friendly staff with good amenities, however, the beds caved in. The rooms smelled like chlorine but were spacious. Breakfast tasted good, but food was lukewarm. They do offer a shuttle that goes around some popular areas.

Stayed only one night. Across the street from T-mobile district. Pool and pool area small. Kitchen in the room was great.

Good job

What a great experience staying at Hyatt House. The shuttle was such a great surprise. Totally enjoyed the daily breakfast. Thanks Hyatt!!

Nice lobby, great service, bed was uncomfortable, was too noisy and the air conditioning stays at 70 and for me that’s to hot

Good staff and service.

Nice but need improvements

The pool very nice. Room excellent Parking too hight Breakfast was not good at all. Eggs and potatoes not flavored and dry

Exceptional hotel off the main Ashford Ave. Great customer and room attendance. Breakfast can be improved but adequate to start the day.

Excelente localización,limpieza y servicio al Cliente.

Estadia de 2 noches en familia. Cama cómoda pero el sofacama el mattres muy incomodo. La temperatura del cuarto era demasiado fría y por mas que se busco ajustar con el controlador de aire acondicionado en la noche era demasiado frío. El desayuno complementario gratis muy bueno pero necesitan mas personal para cuando hay mas cantidad de husped. En general la experiencia fue buena.

Great experience overall

bed comfort was great, excellent location

Todo fue maravilloso, me hospede en la habitación 109, el servicio a la habitación, muy excedió al excepcional y muy atento, la habitación en todo momento estuvo limpia, el personal de mantenimiento siempre alerta antes cualquier situación, al igual que todo el equipo que trabaja en el hotel, dios me los bendiga y sigan trabajando con esa entrega para atender las necesidades de los huéspedes

A

I had a wonderful experience at this hotel. The staff was friendly, professional, and always willing to help. The room was clean, comfortable, and well-equipped with everything I needed. The location was perfect, close to restaurants and attractions. I also appreciated the amenities offered, which made my stay even more enjoyable. I would definitely stay here again and recommend it to anyone visiting the area!

Every thing was on time

Very convenient location. Quick and easy Uber into old San Juan. A few blocks away from the T-Mobile arena area with several restaurants and toro verde arcade and zipline. Great for children and included breakfast is a great plus.

Conveniently located within walking distance of many attractions. Hotel offers free shuttle service to beach and old San Juan. Free daily Breakfast is a big money saver when traveling with large family. Most uber rides are less than $5 each way. Will definelty return.

Great place for family with near options for entertainment.

The hidden fees for example they charge me $45 a night for “destination fee” never heard of something like that in my life. Couldn’t believe it

I am writing to formally escalate a serious health and safety issue I encountered during my recent stay at your property. Despite reaching out multiple times—first to the on-site manager, then to Hyatt’s corporate customer service, and now to your executive office—I have yet to receive a response. This lack of communication is unacceptable, especially given the severity of the situation. During my stay, I developed a severe bacterial eye infection and facial breakout, which I believe are directly linked to the conditions of my room. Upon further inspection, I discovered what appeared to be **bloodstains or remnants of a crime scene on the mattress**, an utterly disturbing and unhygienic finding. These conditions are not only alarming but also pose a clear risk to guest health and safety. I expect immediate action, including: 1. A detailed explanation of how this occurred and what steps Hyatt will take to prevent future incidents. 2. Contact from a senior representative to address my medical concerns and compensation for related expenses. 3. A formal investigation into the sanitation protocols at this property. The absence of any acknowledgment or resolution thus far is deeply unprofessional. I urge you to respond within [reasonable timeframe, e.g., 48 hours] or I will have no choice but to escalate this matter further, including contacting health authorities, legal counsel, and public consumer protection agencies.

Stayed with my family (a 12 year old and 9 year old). We loved it! Suite and hotel were clean, and cozy. Pool area is small but perfect if it’s not your main core for vacation. My children loved playing in the arcade room and appreciated it was open 24 hrs. Out door lounge area is also very relaxing. Hotel is very close to everything in San Juan. Will definitely return.

Great staff, two restaurants next to hotel, shuttle provided to the beach, clean areas, spacious room.