El San Juan Resort & Casino, A Hilton Hotel
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- 98%Nightlife Lovers
- 75%Luxury Travelers
- 75%Family Travelers
Member Reviews (14)Write a review
- El San Juan Resort & Casino, A Hilton Hotel
- El San Juan Resort & Casino, A Hilton HotelJul 15, 2012
Although the hotel is beautiful and the pools and beach are wonderful, service here is in great need. The bellhops and valet were wonderful at local suggestions, but no pool bars open, no casual dinning, but breakfast buffet was phenomenal! Would return with lesser expecations for lots of fun!
- El San Juan Resort & Casino, A Hilton HotelJul 05, 2012
I checked in to the El San Juan on Saturday Mar 31st on a reward certificate booking, party of 4. I enquired about an upgrade (H Hons Diamond) but the hotel was full and they asked me to check back on Sunday.
The standard room size was fine although there were some issues with a grubby shower area and shower head not working. Also the wardrobe area was unusually small which particularly posed a problem for my wife, as her dresses would not hang straight. Also the in room safe door was shut locked. I reported this to security and on investigation the battery needed changing. Inside the safe were 3 empty whiskey and one empty vodka bottles!
However the safe was now working.
On Sunday I enquired at the desk about changing rooms and was provisionally told that a garden room would be available after 4 pm. We asked to see the room before moving.
The new room seemed fine although the beds were slightly smaller (2 double instead of 2 queen). We made the move with the help of the bell staff, however after unpacking, discovered that the safe was not working, the bath was cracked and one of the sink plugs was not functioning. At approx 530pm we rang up to report the safe issue but it took over an hour for security to come to our room. At this point security informed us they would need to send engineering. This took another hour and required several calls to the front desk. When engineering finally arrived, he said he needed to wait for a colleague. Another hour passed without any information. It was now 830pm so we took all our valuables down to the front desk and placed them in the hotel safe.
We also asked for 2 extra glasses and our entitlement of 2 bottles of water as H Hons diamond.
We also reported the other issues, bath and sink. Front desk offered a $75 credit. After we returned from dinner at about 10pm we asked the front desk if any progress had been made. We were now told that the safe could not be fixed and that we would either have to be moved or use the hotel safe. Frankly neither of these were satisfactory due to the inconvenience of having to have to use the hotel front desk safe 2 or 3 times a day or moving again.
Needless to say, the extra glasses and water had not been delivered in our 1 1/2 hour absence from the hotel, so we had to call the front desk yet again.
I would further comment, that none of the hotel staff were unpleasant or unhelpful and I also understand the 'island' relaxed mentality but there does seem to be an extraordinary lack of ability to communicate and resolve issues on the first call which is extremely frustrating.
Furthermore I really can't comprehend how the hotel can put any guest in a room without checking the state of the room or the functionality of the safe. It seems bizarre to me.
Eventually on the 3rd day we were moved again to a Lanai room which only had one issue..a non functioning hair dryer!
The service at H hons desk is non existent. The tennis court needs attention as when it rains, large pools of water gather on court making the facility unusable. The wardrobe space in a standard room is very small.
However thanks to Susan on the front desk who did assist us during our stay.
As far as the hotel grounds are concerned, there is some aeroplane noise every half hour or so which is quite tolerable.
The actual pool area and grounds are first class. Extremely comfy pool chairs although the pool could be cleaned during the day to remove plastic straws and wrappers. Strange also that there are only 4 umbrellas at the pool area? Drinks are small and expensive £24 a round for 4 cocktails (1 non alcoholic)
There is soft music by pool which is nice and the beach area just at the back of the hotel is good too, sun-chairs are free but you have to pay for an umbrella!
All in all, I was really disappointed with my stay at the El San Juan but you can't fault the pool chairs or the lovely beach.
Would I stay here again? Only if the hotel gets it's act together! Shame because the pool and beach areas are FAB!
Dining options include a restaurant and a bar/lounge. Room service is available 24 hours a day. Recreational amenities include an outdoor pool, a spa tub, a fitness facility, a steam room, and tennis courts. The property's full service ... read more
There are 382 air conditioned guestrooms with TVs have premium cable channels and pay movies, desks, minibars, ceiling fans, blackout drapes/curtains, multi line phones, voice mail, and daily complimentary newspapers. Bathrooms feature phones, complimentary toiletries, and hair dryers. Wireless Internet access is available for a surcharge. A turndown service is available nightly. Housekeeping is offered, and guests may request wake up calls. Cribs (infant beds) are available on request.
Notifications and Fees:
The following fees and deposits are charged by the property at time of service, check in, or check out.
- Self parking: US$15 per day
- Valet parking: US$ 25 per day
- Business Center
- Fitness Center
- Room Service
- Swimming Pool
- Data Ports
- TV In Room
- Hair Dryer
- Air Conditioning
- Electronic Room Keys
- In-House Bar
- Video Check Out
- Meeting Rooms
- Clothing Iron
- In-House Dining
- Wake Up Service
- Family Rooms
- Car Rental Desk
- Mini Bar In Room