We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Amazing customer service” 3 of 5 stars
Review of Cervantes

Save Saved
You added Cervantes to your Saves list
Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
Cervantes
Recinto Sur #329 | Old San Juan, San Juan 00901, Puerto Rico   |  
Hotel amenities
Ranked #9 of 47 hotels in San Juan
Birmingham, Alabama
Senior Contributor
25 reviews 25 reviews
7 hotel reviews
Reviews in 15 cities Reviews in 15 cities
17 helpful votes 17 helpful votes
“Amazing customer service”
3 of 5 stars Reviewed April 10, 2013

My husband and I stayed here for one night before departing on our Southern Caribbean cruise. The hotel is in an amazing location. We easily walked everywhere, and if we had been cruising with Carnival (which we weren't) we could have even walked from the hotel to the cruise terminal.
Check-in was extremely fast and the girl at the desk was very personable and friendly. Our room was very small, but for one night it wasn't a big deal. Complimentary breakfast is nothing special. It is just a small plate with a sample of cheese, croissants, etc.
We had a couple issues during our stay- 1) My pillow was covered in small black hair upon arrival. I took it downstairs and the two men at the desk quickly apologized and brought me a new one. They were very prompt and sincere in their concern over the problem. I told them it really wasn't a huge deal, but they wrote up an incident report anyways. I liked their dedication to customer service. It was truly amazing. 2) The alleyway behind the hotel in extremely loud. My husband and I both woke up several times during the night by what sounded like a large garbage truck emptying bins with numerous glass bottles in them. It was something that was tolerable for a night, but would have been hard to deal with for longer.
Overall I liked the experience and I especially liked the staff, but I will probably be staying elsewhere upon my return to the beautiful Puerto Rico.

  • Stayed March 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CervantesprGM, Front Office Manager at Cervantes, responded to this review, April 10, 2013
Courtney,
Thank you for staying with us during your stay in our beautiful island. We apologize for the two inconveniences you faced while being here. As you can tell, our dedicated staff works hard to solve any issues and provide a quick solution. We are so glad our staff provided you and your husband with outstanding customer service since that is what we thrive for. We hope you reconsider staying with us on any future trips to our beloved, Puerto Rico.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

234 people have reviewed this hotel

Traveler rating
    100
    79
    23
    13
    19
See reviews for
41
133
7
4
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (53)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Rochester, Minnesota
Contributor
20 reviews 20 reviews
3 hotel reviews
Reviews in 14 cities Reviews in 14 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed April 9, 2013

My wife and I stayed at the Chateau Cervantes hotel a few days ago after a recent Caribbean cruise and we loved the place. It's a very old hotel which has undergone a recent renovation, and we thought that both the lobby and the guest rooms were quite elegant. It's located on Recinto Sur (a main street in Old Town San Juan) so some reviewers complain about the street noise. Even though we were there on Saturday night (when Old Town is absolutely packed with visitors!) we slept great. We found the hotel staff to be helpful and friendly, and we were served a nice continental breakfast which included warm croissants & bagels with cream cheese. They were happy to store our luggage for us, and Yuri & Michelle also gave us some valuable recommendations on places to visit and where to eat. I'd definitely stay there again.

Room Tip: If you're concerned about street noise, try requesting a room toward the back of the hotel.
See more room tips
  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CervantesprGM, Front Office Manager at Cervantes, responded to this review, April 10, 2013
Mr. Rhodes,

Thank you for the kind and honest words about our hotel. They truly are valuable to us. We are so glad you enjoyed your stay and recommendations from our wonderful staff. We look forward to your next stay with us at Chateau Cervantes!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hudson
Contributor
11 reviews 11 reviews
3 hotel reviews
Reviews in 9 cities Reviews in 9 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed April 3, 2013

We stayed at the Cervantes in January and had read both negative and positive reviews on the hotel. We weren't able to get in for just one night at the Sheraton as we did the previous year so we opted to stay here. While the staff was gracious and my 'kids' 22&18 were never so happy to be out of the cab...my youngest thought were were going to die in that cab, I think they had lost our reservation. It took forever for them to find our reservation and then get the room ready. It was hot and stuffy but wow what an amazing shower! It was a room all in itself. The pull out sofa the kids had to use was ok at best, good think they are used to a dorm lifestyle, while our bed was comfortable the room remained stuffy and the ac was LOUD. Just when I would start to doze off it would start or the night life in the back alley would start.

Michelle was wonderful and VERY informative. She truly made the visit pleasant and helped us figure out our day before we boarded the ship.

  • Stayed January 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CervantesprGM, Front Office Manager at Cervantes, responded to this review, April 5, 2013
We appreciate you remembering to review us after your stay in January. We apologize that your check in took too long and we will work hard to get this issue resolved. Thank you for the kind words about our staff. They are what truly make our hotel shine!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Aurora, Colorado
Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed March 28, 2013

From the moment we pulled up by taxi to the hotel, the entire staff was so friendly, cheerful, and accommodating, even the Chef helped bring in our luggage. The room was spacious and very comfortable, with balcony doors that open to a quaint street below. The location is perfect and within walking distance to shops, restaurants, and the Bay, which we walked along after dinner. We ate dinner at the hotel, at an outside table, the food was delicious. They served a very nice Continental breakfast in the morning, with a freshly brewed cup of coffee for each customer. On our return from a cruise, the staff allowed us to store our bags until we had to leave for the airport. Next time we're in Puerto Rico, we are definitely staying here. In my opinion, it's a very romantic hotel.

  • Stayed March 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CervantesprGM, Front Office Manager at Cervantes, responded to this review, March 29, 2013
Thank you for the generous review on our hotel. We are so glad you enjoyed your stay with us and can't wait to see you again!!!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reading, PA
Top Contributor
653 reviews 653 reviews
62 hotel reviews
Reviews in 83 cities Reviews in 83 cities
2,882 helpful votes 2,882 helpful votes
4 of 5 stars Reviewed March 26, 2013

I stayed at this hotel for one night for business in San Juan. I got one of the last rooms. It was quite large, but very expensive. This time of year rooms are in high demand because it is a crusie port.

The room and bathroom were clean. It was a bit annoying that I had to wait so long to check in to my room. Also, the included breakfast was just average.

  • Stayed February 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CervantesprGM, Front Office Manager at Cervantes, responded to this review, March 29, 2013
We appreciate you taking the time to review us!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal, Canada
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed March 18, 2013

This hotel is pricey for what you get but location is awesome ... plus they tack on a 25$ service charge per night per room which we didn't know about before booking. Also, shower was cold in both rooms we had (morning and evening). Breakfast is included in the rate, but their orange juice is "Tang" type juice, which is quite deceiving for a place that actually produces oranges. We would not recommend this hotel, we much preferred "Da House" hotel which is a cheaper, no frills hotel, but as expected ...

  • Stayed March 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dauphin Island, Alabama
Senior Contributor
32 reviews 32 reviews
6 hotel reviews
Reviews in 25 cities Reviews in 25 cities
26 helpful votes 26 helpful votes
5 of 5 stars Reviewed March 15, 2013

Wow, we were able to upgrade to the Presidential Suite on arrival. It was well worth it, beautiful with large glass French doors that opened up to our terrace with its own outdoor bathroom. The bathroom was huge and sumptuous. The service we received was excellent. After dinner out (right around the corner) we had yummy dessert's delivered and the wait staff lit all of our candles. The free Trolly is right out side the front of the hotel, we just jumped on and got on and off as we wished. Beautifully prepared breakfast included and we enjoyed a long morning rest in the beautiful dining room, very intimate and we felt like we were family. The front desk stored our luggage so we could shop the day away, prior to boarding our cruise. We didn't want to leave. I will recommend this hotel to all my friends!

  • Stayed February 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CervantesprGM, Front Office Manager at Cervantes, responded to this review, March 18, 2013
We're so glad you chose to stay in our classy and elegant, Presidential Suite. These reviews are very important to us and we appreciate you taking the time to not only review us , but include great pictures too!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Been to Cervantes? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Cervantes

Address: Recinto Sur #329 | Old San Juan, San Juan 00901, Puerto Rico
Location: Caribbean > Puerto Rico > San Juan
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Room Service Suites
Hotel Style:
#8 Romantic Hotel in San Juan
Price Range (Based on Average Rates): $$
Official Description (provided by the hotel):
The Cervantes boutique hotel at the gateway to Old San Juan is for sophisticated travelers that appreciate the fine art of hospitality. Inspired by the intimate 'town hotels' of Europe, rooms and elegant suites feature contemporary luxury designed by NoNo Maldonado. Exclusive penthouse suite with private terrace, spa-bath and keyed elevator access. Concierge-level service, free continental breakfast, flat-panel TVs, free Wi-Fi and parking. Enjoy creative international cuisine at our acclaimed Panza Restaurant. We are 5 minutes away form cruise dock 1,2,3,4. We are in the heart of Old San Juan. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com and Otel so you can book your Cervantes reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Cervantes Hotel San Juan
Cervantes San Juan

Owners: What's your side of the story?

If you own or manage Cervantes, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.