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“Horrible service” 2 of 5 stars
Review of The Ritz-Carlton, San Juan

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The Ritz-Carlton, San Juan
5.0 of 5 Hotel   |   6961 Ave of the Governors, Isla Verde, Carolina 00979, Puerto Rico   |  
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Hotel amenities
Special Offer
$100 Credit + Breakfast
Ranked #4 of 14 Hotels in Isla Verde
Certificate of Excellence
Schaumburg, Illinois
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
“Horrible service”
2 of 5 stars Reviewed January 24, 2013

I was very unimpressed with our stay here. My husband and I stayed here over New Years and definately would not go back there. First thing after we checked in, they mention they only had one room available and that it had a one curtain missing, fine..no big deal. They made up for it with giving us free breakfast the next day. Our TV was not working, after calling front desk someone did come up and tried to fix it. He said the wire in the back was loose and all we had to do was push it in, if the TV turned off again. We did take turn 2x, and after that we were like really?!? We were only abe to watch TV no more than 10 minutes. We called it a night. Next day,on our way out, we asked them to look at it again, they replaced our remote controller and ofcourse it did not work. Next day we asked again before we went out to town and no luck (I don't even think anyone came by). I think it was our third day into the trip when all the water from the standing shower created a puddle on the carpet outside the bathroom ( leaked through the wall). We asked someone to fix or dry the carpet, we came back from our ziplining, and it was still wet. They did change our room our last night, but it was not even worth it. Definately did not live up to the name!

BTW, my husband has platinum status with Marriott, which did not seem to make a difference even though they are supposed to provide extra benefits, such as better rooms. At this time, screw the status, anyone should have gotten better service.

  • Stayed December 2012, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,304 reviews from our community

Traveler rating
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (483)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Greensboro, North Carolina
Level Contributor
58 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
5 of 5 stars Reviewed January 24, 2013

Stayed at the Ritz San Juan part business/part vacation. This is a really nice property, as you would expect a Ritz to be. Everyone on staff very nice and very professional. As with most hotels these days, they charge a "resort fee" - 16% per day.
The most welcome surprise though was that this covered everything. Everyday we would go to the very nice beach and get two nice lounge chairs and an umbrella. The very professional staff would set them up - NO COST. I've stayed in many nice beachfront properties and always had to pay $25 - $30 a day for this. The fact that it was included and the service and beach were nice just made the trip so much more pleasant.
As with a Ritz, twice daily room service/clean up. Never had to wait - leave for breakfast, come back and the room is done - very nice.
Another nice touch. A big conference was there at the same time - hotel was full. Of course, mid trip, the room next to us gets the family of four - parents screaming and children crying - a rodeo. One mention to the front desk and we were immediately moved to another room. These are the types of things that make for a great stay and I definitely noticed and appreciated it.

Room Tip: sixth floor or higher for a better view of the ocean.
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  • Stayed January 2013, traveled on business
    • 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
    • 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.
New York City, New York
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 stars Reviewed January 24, 2013

Amazing spa! Amazing food! Amazing Service! Location is convienent to the airport, 10 minutes. Great restaurants in the area, begin with Metropol across the street. The Beach is relaxing and not crowded. Rooms are comfortable and clean.

  • Stayed August 2012, traveled with family
    • 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Excelsior
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 stars Reviewed January 23, 2013

My family was here for a conference and found it to be very comfortable and clean. ALL the staff we interacted with were very pleasant and helpful. Keep an eye out for great deals on the internet. I had a nice pedicure in the spa and got some great tips on local restaurants. My boys (8 and 10) both speak fluent Spanish and we found the staff very accommodating to them when they tried to have conversations with them.

  • Stayed July 2012, traveled on business
    • 4 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 1
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Lake Bluff, Illinois
Level Contributor
33 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 stars Reviewed January 23, 2013

We spent a delightful night at the Ritz Carlton in SanJuan, PR. The staff was extremely attentive and polite and the hotel most comfortable. The only meal we had was a breakfast buffet which had everything we could have wanted. This will definitely be our hotel of choice in the future.

Room Tip: We had an oceanfront room which afforded us a beautiful view.
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  • Stayed January 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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San Juan
Level Contributor
87 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 107 helpful votes
2 of 5 stars Reviewed January 23, 2013

First, it took over an hour to check in. The front desk understaffed and the line was through the door. Unacceptable for a "First Class" hotel. Second, the bar/lounge service was completely lacking, waiting for drinks for over 45 minutes, in loud disco music, making it impossible to have a conversation. Third, other than the beach, there is nothing close to the hotel and you really need a car to get to the better areas. It is also interesting to see, that the management does not seem to care about the opinions on Tripadvisor, since they don't answer any reviews. San Juan offers much better hotels, with better rates, better service and better location than the Ritz.

  • Stayed January 2013, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
United States
Level Contributor
30 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
4 of 5 stars Reviewed January 23, 2013

I recently enjoyed a long weekend with my teenage daughters at this lovely property. The staff is attentive and the property is beautiful. Our room was pretty, but smelled of cigarette smoke (especially in the bathroom) despite our request for a non-smoking room. Our neighbors in the next room didn't understand hotel etiquette and had their TV on loud very late at night and early one morning. We did appreciate the free bottled water that's given by the housekeeping staff and is available in the lobby. Complimentary coffee in the morning would be nice too!

The hotel was fully-booked with a couple weddings, etc, but it seemed like the staff could handle it. The Mares restaurant for breakfast was very nice and very expensive. We walked to La Playita for breakfast one morning and I was surprised that the surrounding neighborhood was as shabby as it is. From reviews I was expecting a bit nicer. Overall, we enjoyed our frivolous girls' weekend and would return to this Ritz Carlton.

  • Stayed January 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 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.
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Prices are for 1 room, 2 adults
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Additional Information about The Ritz-Carlton, San Juan

Address: 6961 Ave of the Governors, Isla Verde, Carolina 00979, Puerto Rico
Phone Number:
Location: Caribbean > Puerto Rico > Carolina > Isla Verde
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Isla Verde
#3 Luxury Hotel in Isla Verde
#3 On the Beach Hotel in Isla Verde
#4 Family Hotel in Isla Verde
#5 Romantic Hotel in Isla Verde
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — The Ritz-Carlton, San Juan 5*
Number of rooms: 416
Reservation Options:
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Also Known As:
Ritz-Carlton San Juan Hotel Isla Verde
Ritz-Carlton San Juan Hotel, Spa And Casino
Ritz Carlton Carolina
Carolina Ritz Carlton
Ritz Carlton Puerto Rico
Ritz Carolina
The Ritz-Carlton, San Juan Puerto Rico/Isla Verde

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