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Fairmont El San Juan Hotel

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6063 Isla Verde Avenue, Isla Verde, Carolina 00979-5706 Puerto Rico
COVID-19 update: See the added health and safety measures this property is taking.Read more
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Traveler (977)
360
Panoramas (92)
Pool & Beach (390)
What is Travelers’ Choice?
Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
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What you can expect during your stay
  • All linens sanitized in high-temperature wash
  • Face masks required for guests in public areas
  • Face masks required for staff in public areas
  • Floors marked for social distancing
  • Hand sanitizer available to guests & staff
  • Paid stay-at-home policy for staff with symptoms
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Updated 03/01/21 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from Fairmont El San Juan Hotel
Updated 03/01/21 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#5 of 14 hotels in Isla Verde
Location
Cleanliness
Service
Value
Travelers' Choice
The iconic oceanfront hotel is located on 15 acres of landscaped grounds in the lively Isla Verde district - 15 minutes from Old San Juan and five minutes from the Luis Muñoz Marín International Airport. Fairmont El San Juan Hotel is a luxurious blend of tropical splendor, Old World elegance and vibrant local culture. The newly redesigned guest rooms are well-appointed and ideal for an island retreat. Lounge at the award-winning Isla Verde Beach or in one of the signature pools. Fairmont El San Juan Hotel features lush gardens, four pools, private luxury cabanas, a swim-up bar, a tri-level, state-of-the-art Well & Being Fitness Center and Spa. During the evening enjoy a vibrant and culturally rich nightlife, featuring weekly live entertainment, and a selection of 9 on-site restaurants, lounges, bars and including the famed BRAVA nightclub.
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Room & Suite (245)245
Full view
Property amenities
Valet parking
Free High Speed Internet (WiFi)
Pool
Fitness Center with Gym / Workout Room
Bar / lounge
Beach
Ski rentals
Children's television networks
Paid private parking on-site
Wifi
Paid internet
Pool / beach towels
Pool with view
Outdoor pool
Plunge pool
Shallow end in pool
Yoga classes
Fitness / spa locker rooms
Fitness classes
Personal trainer
Sauna
Coffee shop
Restaurant
Breakfast available
Breakfast in the room
Happy hour
Kids' meals
Outdoor dining area
Snack bar
Special diet menus
Wine / champagne
Swimup bar
Poolside bar
Rooftop bar
Snorkeling
Water sport equipment rentals
Billiards
Patio
Board games / puzzles
Children Activities (Kid / Family Friendly)
Kids' outdoor play equipment
Highchairs available
Car hire
Taxi service
Business Center with Internet Access
Conference facilities
Banquet room
Meeting rooms
Photo copier / fax In business center
Spa
Body wrap
Couples massage
Facial treatments
Foot massage
Full body massage
Hand massage
Head massage
Manicure
Massage
Neck massage
Pedicure
Salon
Steam room
24-hour security
Baggage storage
Concierge
Convenience store
Gift shop
Newspaper
Non-smoking hotel
Outdoor furniture
Shops
Sun deck
Sun loungers / beach chairs
Sun umbrellas
ATM on site
Doorperson
First aid kit
Umbrella
24-hour check-in
24-hour front desk
Dry cleaning
Laundry service
Ironing service
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Room features
Allergy-free room
Blackout curtains
Air conditioning
Desk
Housekeeping
Coffee / tea maker
Cable / satellite TV
Walk-in shower
Soundproof rooms
Bathrobes
Interconnected rooms available
Room service
Safe
Seating area
Sofa
Telephone
VIP room facilities
Wardrobe / closet
Bottled water
Clothes rack
Iron
Private bathrooms
Tile / marble floor
Wake-up service / alarm clock
Flatscreen TV
On-demand movies
Radio
Complimentary toiletries
Hair dryer
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Room types
Ocean view
City view
Pool view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
HOTEL STYLE
City View
Great View
Languages Spoken
English, French, Spanish, Greek and 1 more
Hotel links
Special Rate:Get Real - Experience it ALL - Save Up to 25%
1189Reviews215Q+A100Room tips
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Popular mentions
KIM S wrote a review Yesterday
1 contribution
Have to start this off my saying Hector was AWESOME , the best going above and beyond !! Ruben (pool host) and Jessica ( pool manager) also provided excellent customer service!! Upon Check-In, we were told 1 of 2 rooms was not ready and we would receive a text notification when room was ready.( ok normal issue) upon returning to front desk was told my 2nd room was given away. First, I requested joining rooms to now having rooms 4 doors apart. Second, when we entered the room the beds were not properly done and the bathrooms were still dirty. Due to Covid the rooms should have been very clean! We were prepared to spray everything with Lysol ( to be on safe side of Covid) but, we had to wipe everything down with Clorox wipes as well. Luckily we brought clean supplies with us. Considering this is a 4+star resort this is very unacceptable . The next day after being out all day. We return to find our rooms had not been cleaned. Call to front desk , I was told rooms would be clean every other day ( What!!??) I then told the young lady that my room was not very clean upon check-in. She apologize but , our rooms still were not cleaned. Day 3 , same thing! Return to a dirty room and no one was available to clean it . Found that out after calling and transferred for over 45 mins. Needless to say we complain all 4 days and rooms were never cleaned. This resort is not even meeting Hotel Sanitation Guidelines ! Lets forget about CDC Guidelines!! WE WERE NOT THE ONLY GUEST COMPLAINING ABOUT THE CLEANLINESS !!! The Adult area .... really needs to be monitored better !!! Please understand I have 4 kids of my own but I paid for a Grand Cabana to be away from the kids on the resort . Children should not be on the adult side. Pool side service was terrible, we had one good hostess the first day. ( sorry can’t remember her name with short hair) I located Jessica and she handle it right away !! If I had only read reviews and not base my choice off of brand name.. I would have NOT stayed here!!! I’m only giving 2 Stars for Hector, Jessica and Ruben they deserve 5 stars!! Hotel “-100”
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Date of stay: April 2021Trip type: Traveled with friends
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REDCAC wrote a review Apr 2021
North Attleboro, Massachusetts262 contributions90 helpful votes
Do not ever book a deluxe third floor balcony. I was so disappointed with the room that the Manager Michelle was very accommodating and gave me a credit to make me happier. Most of the front desk people were very nice with one exception. Although it was nice to have outdoor space the view was the ugliest roof. No view of pool or ocean. We only got housekeeping one time in five days with four people in the room. Arturo was the only one who saved us by bringing us fresh towels a d taking trash. The response time for a request was awful if they came at all. The outdoor staff for towels and chairs for the beach were amazing. The Bar America staff was also very good. The prices were outrageous but it is a resort. Riva, a hotel restaurant was also extremely good, pricey but we knew that going in. Their staff was incredible. Beautiful resort overall. Well maintained, right on the beach and four pools.
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Date of stay: April 2021
Cleanliness
Service
Sleep Quality
Room Tip: Do not book 3rd floor deluxe queen room unless you want to see a roof.
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2 Helpful votes
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Response from Yvonne Ramos, Guest Services / Front Office at Fairmont El San Juan Hotel
Responded 1 week ago
REDCAC, Thank you for such a candid review. The positive notes have been used to motivate staff to push even more and the negative aspects are being studies to find ways to improve. Much appreciated the time you took to write this.
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MZH412 wrote a review Apr 2021
Pittsburgh, Pennsylvania27 contributions3 helpful votes
We would like to thank the following staff for going above and beyond their jobs to ensure that our questions and concerns were answered: Merelyn, Andrea, Yaritza, Ruben Andres (most attentive staff member), Lisa (best pool manager), Jessica, Juan, and Hector. We understand that it’s a difficult time since they are short staffed but that doesn’t mean they have to be rude and provide poor service. We stayed during the Easter break, and from day 1 we had issues. Our room was not available until 6:30 pm when check in is at 4pm. The front desk has one of the biggest responsibilities of a hotel because it’s the first impression you get from the moment you check-in. Both my parents and I had horrible customer service with everyone at the front desk including the managers. At one point the lovely ladies at the coffee job went to the general manager on my behalf because the front desk male manager on Easter morning refused to assist me with a question. The next confusing part was that on open table you can reserve your reservations to the hotel restaurant (Cana) listed on that app are also the cabanas for the same price that the hotel rents them out, unfortunately there is a disconnect because the hotel did not honor reservations for the cabanas on the open table app only through the hotel. That was disappointing since many cabanas were empty and we were not allowed to rent them since the pool attendant said they were all booked. The other odd thing that happened was when we returned our pool towels in the evening and requested new ones for night swim we were told that they didn’t have any to spare because they were running low. We love Puerto Rico, it’s a place I call home, but right now the service industry lags in providing exceptional experiences.
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Date of stay: April 2021Trip type: Traveled with family
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Christopher J M wrote a review Apr 2021
1 contribution3 helpful votes
Even though my daughter had a good time at this "joint", she is only 17 and w/friend son Spring Break so didn't care. . But, as an sophisticated traveling adult from NYC- I will tell you why almost every single important aspect about this hotel indicates failure for their future. Here's why: My daughter and friends visited over the Spring Break. Room 604. I was going to switch her room since as she said she faced a parking lot so I thought ide move her to a room facing the ocean. 1. When calling about a reservation & discussing rooms, I asked about which rooms "face the water" and which rooms "have balconies", etc. Not only did she have a poor grasp of the English language, but complete failure in how to explain how the rooms were situated and set up. Apparantly only villas have views.. I expressed some exasperation and she actually hung-up-on-me.! 2. She said only the "villas" have balcony's and water views. Very hard to believe that a lux beach hotel there are no balconies and no ocean views. Shocking. 3. FF: While my daughter was there on their last night, I wanted to call room service & place an order to send them a surprise treat some wine n cheese. Sadly, at about 5 pm, I called the hotel at least 10-12 x and there was actually no-answer. No answer. !Not at front desk, not at room service and no operator . SHOCKING. I called and called and called. The outgoing prompt machine requested push this, push that--no matter what you pushed-no answer. I spent over an hour ( literally) calling with no luck. How sad. Finally I found a way to leave a message so I left about 3 messages to call me back. No one called me. 4. When she returned home she told me all about the experience and how her friend enjoyed his $60.00 steak (!) (rip) at the restaurant. WOW! and how there was no mini-bars in the rooms. Wow-sounds great. I asked her about housekeeping and she said in 5 nights-they did not do her room-not even 1X. YES you are reading this correctly. She said 2x they came but it was at inconvenient x so she asked them to come back in 15-20 minutes-they never came back, so her room was never cleaned once.!
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Date of stay: April 2021
Location
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Room Tip: if you must, then choose the villas
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3 Helpful votes
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DouglasWill wrote a review Apr 2021
New York City, New York111 contributions66 helpful votes
My partner booked through Jet Blue vacations and when we arrived they had no record in the system. We had a confirmation number and showed up on Jet Blue! They reception lady, Maria, seemed not to have been trained in an era of customer service. Another, slightly more competent seeming reception worker was a bit more friendly but no more helpful. They both recommended calling Jet Blue and wouldn't let us speak to a manager or reservations officer. So while my partner is calling Jet Blue I called the Fairmont Hotel help number and got someone in Canada. I had to lay the situation out and after about 10 minutes of hold the Canadian rep told me to return to the reception where someone named Madeline would receive us. Madeline was clearly from corporate and had learned customer service, explained that the confusion was human error and mostly sorted us out. But the experience took 45 minutes just to get checked in and not even have a room for another few hours. The experience was not what you would expect from a reputable hotel and the front line service quality was awful. Further, the Cana restaurant service was awful. We came in and nobody was there and the person who received us just wanted to seat us in a shady area not facing the sea. We asked if we could sit somewhere else and she reluctantly allowed us to sit in the more pleasant area of the restaurant. We also noticed that the pool towels had holes and were ratty, the pool service was mediocre, and they failed to tell us that they don't clean rooms regularly because of Covid protocols. That also would have been relevant information. I doubt we will stay at another Fairmont property and I would not recommend this place. It is tops a three-star hotel and the experience was two-star.
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Date of stay: April 2021
Location
Service
Sleep Quality
4 Helpful votes
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PRICE RANGE
$285 - $510 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
el san juan hotel isla verde, el san juan resort and casino, el san juan hotel casino, the waldorf astoria collection carolina, el san juan hotel puerto rico
LOCATION
CaribbeanPuerto RicoCarolinaIsla Verde
NUMBER OF ROOMS
388
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Frequently Asked Questions about Fairmont El San Juan Hotel
Which popular attractions are close to Fairmont El San Juan Hotel?
Nearby attractions include Club Brava (0.04 miles), Chabad Jewish Center of Puerto Rico (0.1 miles), and Balneario Isla Verde (Playa el Alambique) (0.1 miles).
What are some of the property amenities at Fairmont El San Juan Hotel?
Some of the more popular amenities offered include a swimup bar, a rooftop bar, and free wifi.
Which room amenities are available at Fairmont El San Juan Hotel?
Top room amenities include air conditioning, a flat screen TV, and blackout curtains.
What food & drink options are available at Fairmont El San Juan Hotel?
Guests can enjoy a swimup bar, a rooftop bar, and an on-site restaurant during their stay.
Is parking available at Fairmont El San Juan Hotel?
Yes, a parking garage, paid private parking on-site, and paid private parking nearby are available to guests.
What are some restaurants close to Fairmont El San Juan Hotel?
Conveniently located restaurants include Entrevinos, Hijole - Cocina Mexicana (Isla Verde), and Alambique Beach Lounge.
Are there opportunities to exercise at Fairmont El San Juan Hotel?
Yes, guests have access to a pool, a fitness center, and a sauna during their stay.
Are any cleaning services offered at Fairmont El San Juan Hotel?
Yes, dry cleaning and laundry service are offered to guests.
Does Fairmont El San Juan Hotel offer any business services?
Yes, it conveniently offers a business center, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Fairmont El San Juan Hotel?
The staff speaks multiple languages, including English, Spanish, French, Hindi, and Greek.
Are there any historical sites close to Fairmont El San Juan Hotel?
Many travelers enjoy visiting Fortín de San Jerónimo del Boquerón (4.6 miles), Antiguo Acueducto Rio Piedras (4.6 miles), and Henry Klumb House (3.2 miles).