El San Juan Hotel & Casino Hilton, Carolina

I was told that this hotel was one of the nicest in San Juan, and being part of the Hilton group, I had high expectations based on my previous stays with Hilton... This was not the case at this hotel. The rooms were disgusting. The furniture and walls had mold growing on them. The shower and bathroom faucets were not cleaned and you could see the caked on dirt and calcification. The floors were never washed or swept. I didn't even feel comfortable walking around the room in bare feet because the floor was so sticky and grimy. I wore flip flops if I had to walk anywhere in our room and in the shower, and if I didn't have my flip flops, I scooted my feet along the floor on top of a towel... any lengths necessary to not have to walk on the floor. The furniture is obviously very old and not well taken care of or cleaned properly, if at all. Don't expect for the public areas of the hotel to be any cleaner... the hallways on all floors were disgusting. It literally looked like no one had EVER vacuumed and there was random trash left all along the halls. They would also leave food and drinks sitting outside the rooms (for room service pick-up) for days at a time. Customer service was horrible. They are disrespectful and uncaring about their customers concerns, wants or needs. If you do dare to request something from the staff, don't hold your breath; you will be waiting a long time. Everything they do here is slow; regardless of the request or situation. The rooms, food and drinks were exceptionally overpriced. Do not expect to pay less than $12 per drink. The beach, although beautiful from afar, and soft beneath your feet, was very dirty. You couldn't take one step in any direction without stepping on a cigarette butt or running into random trash (bottle caps, straws, plastic cups, etc.). The ocean is beautiful as well... very blue and clear on days that the waves aren't kicking up the sand too much. I ventured in to search for sea shells and coral pieces with my feet and I came up with broken glass bottles on two occasions. Needless to say, I did not go back into the ocean again after that. My husband and I were visiting as we were to be in a wedding... the hotel management promised and planned for my best friend, the bride, to be married on a beautiful bridge that went over the pools... not one hour before the ceremony, the management had to change the location of the ceremony because there were too many people in the pool and they did not want to ask them to leave. At the reception - the hotel kitchen forgot to make some of the appetizers the night before so they were not available for the wedding guests and the cake collapsed in on itself because it was made improperly and was salty. Note - One of my best friends had her diamond anniversary ring stolen from her room while she was attending a rehearsal dinner. The hotel management wouldn't give them anything other than a $75 room credit. Another one of my friends went to dinner and when she returned someone had been in her room drinking soda and beers, left the cans and bottles on her table and left a poop in her toilet. I also have several friends of the family that stayed in rooms with water leaking from the ceiling, light sockets and walls... dripping into their baggage, their toiletries, tooth brushes and make-up bag. They called the front desk to see if someone would come to their room to look at/fix the issue, and were told that all of the rooms ending in 17 had that problem and that there was nothing that they could do about it. Worst travel/hotel experience of my life and I will never return to Puerto Rico because of it. Hilton - it would be who of you to check into this because this hotel has not only shocked me, but has changed my perception of your company.

This beachfront hotel is in a lovely location and has beautiful public areas. However, the guest rooms are in serious disrepair (visible mold on sheet rock & in shower area), old furniture, thin walls. This is NOT a four or five star resort. The hotel was host to a prom on our first night (700 people) and apparently many of the prom attendees were staying overnight. At midnight we called the front desk to alert them to loud noise and music from the next room. The noise continued and at 4 AM I attempted to call the front desk but did not receive any answer (dangerous situation in the event of an emergency), I called the conceirge and got a recording, and pressed the "help" button on the phone also no answer. My husband had to physically go to the front desk to alert them of the problem. Security came upstairs and spoke to the guests. The noise continued until about 5 AM when I assume they fell asleep. How can the front desk not be staffed all night or the phone go unanswered? Do you have to call 911 if you have a problem? The next morning I went to see the hotel manager and was told that protocol dictates that I have to see the Asst. Manager, Susan, first. I explained the situation and was shocked at such a flippant attitude by someone who is a manager in the hospitality industry: "you're here during prom and a holiday weekend - you have to expect this". When I complained about a lack of response at the front desk I was told that there was plenty of staff. I also complained that there is not enough security for such a large event and was told there were five people on the shift - I hardly think five people would qualify as adequate staff. I demanded to be moved to another room and was accomodated & we also received abreakfast credit. Unfortunately we had to call security on another night during our stay at 4:15 AM & they responded quickly and the music ceased. As we were at the hotel for our son's wedding many of our family and friends reported similar incidents with noise and security issues. I understand that the hotel caters to a younger crowd/guest, but safety and security MUST be a priority. We won't be returning !!

I've beening going to PR for over 20 years. This hotel has the worst staff from top to bottom. I try ever time to visit once to see if the services get better. Too bad it doesn't because its a nice looking hotel. They are rude and cater to the locals rather than the tourist. They have their own clicks. Try the Ritz Carlton. Great staff and hotel. The intercontinal hotel is also friendly and nice look.

I have to say the staff for the most part is poor but in the Casino just down right rude. If your not a local person they would rather you not be there. With that said the restaurant's are fantastic but I will never go back because the attitude of the people is they don't like you ..

The place was kind of fancy. Spanish bands at night in the lobby between the two bars was a great spot to relax if you get a table or lounge couch early enough. Drinks are very expensive, so you should buy beer or liquor outside and drink in the rooms prior to going down to party. Buying a round of 2 drinks regularly cost $27 plus tip. Service for drinks and food by the pool was extemely slow. Club was packed so the nightlife was extemely active. Doesn't cost you anything to enjoy the club or salsa bands unless you buy drinks. In order to NOT get slammed with fees, make sure to return your pool towels (I was thoroughly warned when checking them out), don't use the mini-bar and be careful not to blindly charge drinks to your room or your bill in the end will be rediculous. All negative reviews were from those who expected free service. Shots cost just as much as the normal drinks so beware and ask before you do anything. It wasn't exactly like a tropical island beautiful, as the beach was fairly average, but we were not hounded by the pools after hours so I enjoyed myself.

All the poor reviews have to due with the price. If you can't afford to go to a nice hotel, then stay somewhere else. Its vacation, It's the Waldorf, you will pay more but that is the downfall of staying somewhere nice. If you can't afford it , go to a shi**hole, pay less, and then lets see your review.

Rent an apartment! I have found this out after my stay! From the beginning of my stay until now that I am home my experience with this hotel has been the worst experience of my life. They still owe me over $400 they have taken from my accounts without my permission! I made a reservation for 11 days 10 nights with the hopes of it being the 'vacation of a lifetime' for my family. My best friend of 24 years was getting married at this hotel so I just decided to stay there for the entire time. I made my reservation in February. Their accounting department has been beyond unacceptable from day one. They charged the wrong accounts on my personal accounts every step of the way. I paid cash when I checked in and yet have been charged an additional $1500 in unused charges during my stay without authorization. Not only did this issue put a damper on my entire stay we had to deal with half dressed teenagers having prom almost every night and adults puking around the pool and God knows what else. I had my family with me....my 13 and 7 year old daughters. I could not let them out of my sight due to all of the crazy patrons running around this hotel with little supervision or control. When we checked in at that time we were told about incidental charges. I have never had to pay incidentals UP FRONT at a hotel before and certainly not at $100 per night. Our entire group for the wedding was not explained this and this was a huge point of contention for all of us staying. We were treated poorly and nobody was "upgraded" to a better room or treated any better. I thought, perhaps since I was staying 11 days and 10 nights I could get some better treatment seeing as I was spending a fortune with them for a good experience, but not once was I treated politely. Nearly everyone working there acts like stuck up snobs that could care less how you are being treated. One employee did take heart and listened to my partner as he explained how disasstisfied we were since we were on the 6th floor but had to listen to the nightclub until 4am because it was so loud. Five out of my 10 night stay I had to hear their bass up in my room! They provided us earplugs so we could sleep because they are not authorized to ask the nightclub to turn down the music because they "rent" the space from them. I swear to God, if you have the opportunity, stay ELSEWHERE --- it was not worth it. They nickel and dime you every step of the way. Yes, I can normally expect some raise in prices, but an $8 budweiser is beyond overpriced. The supermarket charged $7 for a 6 pack! The pools were not clean, the swim up bar closes early (I never once saw it open), and the jacuzzis were shut down probably due to the feces or vomit in them...or who knows what else. This was the worst stay of my life! My girlfriend even debated moving her wedding, but there was not enough time. Now that is bad! Please, do not give these people your hard working money - they do NOT deserve it!

I can't speak for any other guest, but my view from the 9th floor was a beautifully scenic postcard of the entire beach stretching to the west. The hotel itself is full of choices from pools to beach lounging, casino to salsa dancing, light breakfasts to full course meals. My wife and I enjoyed every one of those and found time to take a fantanstic snorkel tour to the island of Culebra and the rain forrest El Yunke. We would recommend anyone looking to have a great vacation in Puerto Rico to stay at this great hotel. My compliments to the Front desk staff, the Bartenders at the Encanto Pool Bar and the entire 9th floor cleaning staff for all your work!! Thank you. Had a fantastic time and we can't wait to return! Tony and Maritza.

My wife and I enjoyed our honeymoon in PR, but we were not very pleased w/ our hotel stay. From the moment we arrived, nobody offered to assist w/ our luggage. Somewhat surprising for a so-called "Waldorf Astoria." We got over that, but the straw that broke the camels back was that the alleged champagne awaiting for us was non-existent. In fact, there was not anything romantic about our room nor the ambiance of the hotel. We did enjoy the Italian cafe that was somewhat reasonable in price. The pool area wait staff were useless. It took forever to get our $10+ burgers and had to go to the bar staff to comaplin about the order. Eventually we were able to get a glass of water from the bar staff while waiting for our overpriced burgers. Nice. Bottomline, we loved PR especially Culebra and will come visit again but definitely not at the El San Juan Hotel. The Intercontinental seems to be more our style.

It was 5 minutes from the airport and once we entered the dark yet cozy and elegant main lobby, we were enthralled. They have everything there...the casino, lovely shopping areas, the best club! and the best italian restaurant we have ever eaten at. The rooms were bright and clean and the service was awesome. Such a romantic place to stay. We will defintely be back! This time we will get a monarch suite!! I suggest this hotel to anyone. If you want to visit the rainforest, I would suggest renting a (we got a smar car) car to venture out....money saver and you spent that time be yourself. Truly enjoyed our stay! (Homer and Karen Enriquez) A great time spent on our 5th year anniversary!