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“Fabulous Hotel!” 5 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
Complimentary 4th Night
Ranked #4 of 14 Hotels in Isla Verde
Certificate of Excellence 2014
Chicago, Illinois
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
“Fabulous Hotel!”
5 of 5 stars Reviewed February 2, 2011

This hotel is amazing! We were a little nervous when we read some of the mixed reviews on this forum, but truly loved our stay here. First, the place is beautiful, the lobby a welcome site for these snow birds. Like most Ritz properties, the service is amazing. The staff, to a person, was over-the-top friendly and accommodating. We ate several meals at the hotel, all of which were great. Not cheap, but we expect that when dining at a hotel restaurant. The concierge desk recommended a few amazing restaurants off-site. Our rooms were extremely clean and well-stocked, the spa great. The casino was a lot of fun, too. We can't think of enough superlatives for this hotel.

  • Stayed January 2011, traveled as a couple
    • 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
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2,201 reviews from our community

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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 (461)
Date | Rating
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English first
Gainesville, Virginia
Senior Reviewer
8 reviews 8 reviews
Reviews in 7 cities Reviews in 7 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed February 2, 2011

Pricey and not the most lavish on decor for a Ritz. ESJ was nicer to look at but it was a lot bigger and busier. Ritz kept up with the friendly service, and felt more special in a smaller atmosphere. We were upgraded to a suite on the corner with the ocean front, pool side terraces. Amazing! We would run out of the water they refreshed with maid and turndown service and they would simply bring as much more as we liked! Gotta love the Blvgari soaps and stuff! Service was just amazing. LOVE IT. I would stay again and over ESJ just due to being a little out of the way but early twenties would do better at ESJ, I think--to hit Bravo. Ritz was a great place for romance or with good kids. I like that. Jason at the Spa is AWESOME. JUST AWESOME. They have an incredible spa and he was the best ever.

  • Stayed January 2011, traveled as a couple
    • 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
    • 5 of 5 stars Service
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Charleston, SC
1 review
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed January 29, 2011

Well no doubt this is the nicest place in San Juan. The grounds are gorgeous. Nice clean rooms, and so many great restaurants on-site. The biggest draw is the nice, clean mid-sized casino in the resort. It is so much better than the dated El San Juan casino down the street. Close to the airport, but also you can hear the airplanes while hanging out at the pool. The beach is only so-so, but the Ritz's pool area is very nice. Bottom line: San Juan itself is not that beautiful of a place and all other hotels in this area called Isla Verde are super creepy. The Ritz is the nicest.

  • Stayed February 2010, traveled as a couple
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 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.
Toronto, Canada
Contributor
16 reviews 16 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed January 27, 2011

Stayed at the Ritz in San Juan for 6 days in mid January. Overall was a good stay, very relaxing, good service and great pool area for lounging. Beach is also very nice.

Like's:
- friendly staff, particularly by the pool area
- good food at blt steak, mares at breakfeast and poolside (albeit overprice, see below)
- great pool area
- good gym/spa
- nicely updated, modern lobby area
Dislike's:
- rooms have very old feeling and smell - definitely need updating
- prices at the restuarants are a bit much (for all meals, breakfeast lunch and dinner)
- front desk person was clueless at check in and check out

One annoying travel note for others to be aware. I arrived a day late due to travel delays and flight changes, i called the hotel the night I was supposed to arrive and explained the issue and to adjust my reservation - they said "no problem". However, when i arrived a day later they had no record of the change and couldn't find my reservation, so check in took forever. Also, when I checked my credit card statement when i got home, i got charged for my actual stay, plus a cancellation penalty for one night's rate the day i was supposed to arrive even though i didnt stay that night. What made it even worse was that the hotel was being extremely difficult on the refund of the penatly charge even though i called in advance to inform them of my reservation change. They said they didnt have record of the change, and they wanted proof from the airline of my flight change in order to credit back the money. Overall it left a sour taste in my mouth from the hassle and aggrevation of getting my credit back for the overcharge. Can't recommend this place for this reason.

Went into old San Juan for 1 night and ate at Dragonfly (asian fusion cuisine). Food was ok, i found the ambience and decor a bit gloomy for my taste, felt dark and dirty inside.

  • Stayed January 2011, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Chicago, Illinois
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 of 5 stars Reviewed January 26, 2011

We booked our trip at The Ritz on a website, Whatahotel, that offers great deals and excellent service. The Ritz is a lovely, fairly quiet, clean and pretty hotel. The rooms were nice but had no ventilation. The staff was very friendly, although they failed to follow through with their services. We gave the concierge a list of restaurants with dates and times of desired reservations but they never made plans for us. We ended up calling the restaurants ourselves. They were supposed to upgrade our room but they never followed through with that, either, despite our repeated requests. The pool is very pretty but there were a lot of kids and no separate adult area. The fitness center is small but adequate. Spa services were wonderful.

  • Stayed January 2011, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Senior Reviewer
9 reviews 9 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed January 24, 2011

I've stayed in plenty of Ritz Carltons and this one could be the most disappointing. The facilities and rooms need major renovation. The furniture is old and tired. The bed was worn, too soft and lumpy. The wallpaper was tired and even had brown stains on it. If I took a photograph of the room and sent it to you, you would never guess it's a Ritz Carlton. They've seriously cut back on the amentities. Instead of the usual Bulgari bath products, they had generic Ritz Carlton products that you would see in a Howard Johnson or something. The towels were worn and not as plush. The room itself smelled like feet and never got cold enough, despite the fact that we had the temperature on 68 degrees. We did previously stay on the club level and the rooms were a little nicer, but not by much. The beaches are not great, dark imported sand, although the water was pretty clean and nice. They do not offer any water sports other than surf lessons, but there's really not enough surf to surf. The pool water was very cold and the pool itself gets VERY crowded, probably because the beach is nothing to write home about. If we wanted to order something to drink on the beach, we literally had to ask someone to ask someone to send someone over. That said, it is conveniently located close to the airport and the guys on the beach that set up your chairs are very sweet and helpful. Oh, the food at the BLT restaurant was excellent but I'll write about that in a separate review. I'd probably tell a friend to look elsewhere for accommodations.

  • Stayed January 2011, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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New York, NY
Senior Contributor
29 reviews 29 reviews
24 hotel reviews
Reviews in 21 cities Reviews in 21 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed January 23, 2011

This hotel has all the usual comforts of a Ritz as well as a fantastic pool area, beautiful beach front, and great restaurant options. It's not in the midst of all the San Juan nightlife but it's a wonderful place to go for R&R. I would stay there again (and probably will).

  • Stayed January 2011, traveled with friends
    • 3 of 5 stars Value
    • 4 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
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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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 Luxury Hotel in Isla Verde
#3 On the Beach Hotel in Isla Verde
#3 Business 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, Spa And Casino
Ritz-Carlton San Juan Hotel Isla Verde
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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