I cannot comment on the hotel itself as I am not sure whether I will be canceling my reservation or staying at the hotel. On the website it looks nice though. My review is based on their customer service prior to my stay. I have contacted the hotel 3 times (via their online form) and have yet to receive a response to my inquiries. The first time I received no response I thought maybe it was a fluke but the second and third time seems to be an overall lack of customer service. I was mentioning this to a friend who also told me that she herself received no response when she inquired about their banquet facilities for her wedding. Of note, I contacted them over three weeks ago which I believe is more than enough time for a response.

I stayed there for a convention , when I got there my reservation was wrong . The person in the front desk without any ceremony at all said not only we cannot honor your rate but we are cancelling your room because you are not in the group list. After the issue was resolved there was no apology there , they send some fruit to the room the day after. The property is beautifull and it has a somehow secluded beach area ,it is open to the public but adjacent to the hotel . The grounds and the pool have seen better days . The room was very confortable and clean . and the dining options were OK. I would recomend it for an adult group because is very close to Old San Juan and right in the Condado area but teens and kids dont have many options. Parking is expensive and they dont aknowledge your hilton membership .

this is a great place to stay very clean place we got an upgrade to the ocean veiw for $20 plus resorst fee and tax a night this is a must when staying at the condado plaza the only downside is the $20 a night resort fee plus tax and the parking $16 a day plus tax the staff sre very nice the only thing is on our last night they deactivated our room key we just got back from culubra and was tired went down to see what was goiung on the reset the key and asked for id didnt have it whith me it cas in a bag with my wife waiting outside the room so they sent security with me to the room to verify great location close to old san juan while in old san juan make sure to go eat the best mofango in puerto rico restaurante el jibarito

I stayed here for seven nights on business during Mid-October. The weather was great, the company that I was in town working with was great, the locals were great, the hotel, however, was far from great.

I'm a Diamond Member with Hilton Honors and had to ask and sometimes beg for the amenities I should have just out right received and even pieces that were to be included in the room rate I had to ask for as well. I arrived to a somewhat stuck up front desk person and I asked about upgrades...she said I was upgraded to a oceanfront room. I corrected her and told her that is what I booked and inquired about the larger oceanfront suites, she said that's not an option all though the hotel was clearly far from capacity. Oh well.

Upon getting into my room it was well appointed but wasn't a fan of the all tile floors. They were slippery and just covered with grains of sand that weren't swept or mopped up. And speaking of sand I actually had to have my sheets changed because they were either not changed from the previous guests or they must have washed them on the beach because there was a ridiculous amount of sand in the bed itself. I was tired from traveling and elected to order room service for the first night...while it tasted better than expected the order wasn't received as I ordered it so points off for that.

Now my room rate included (5) free rum drink coupons, free breakfast coupons, and match bet coupons for the casino. I received none of these on arrival and had to ask for every single item that I should have automatically received.

When I attempted to use the match bet coupons in the casino I was questioned like a felon on where I got them, who gave them to me, when did I receive them, etc. Not to mention this was all blatantly in front of other guests and casino patrons! I was embarrassed and shocked at the same time. I explained I received them from management and she then called and had to verify before she would stamp the coupons. Absurd!

The pool bar was nice if you could find someone to actually take your drink order but the drinks were good when you could actually get one.

Honestly, I could go on and on about a bunch of minor oversights by the staff and lack of attention to detail for all guests but I think you can get the point by now.

Conrad's are supposed to be toward the top tier of Hilton Brand Properties but I've received better service at Homewood Suites and and Hampton's.

What makes me very sad about this stay is that it truly is a beautiful property and the potential is there to be excellent. The staff, however, makes it a very forgettable stay.

Most of the guests staying at the property are relaxed and fun since most are on vacation and that was the saving grace of my stay. I met some wonderful people during my stay that made things enjoyable.