“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 th… more

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.

less

“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.

“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 sh… more

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.

less