We have traveled the world and stayed in hotels over 7 continents. This is THE worst hotel I've ever encountered. Sure, we've had our share of problems here and there but never on the level of this hotel. First of all, before going to the hotel we, of course, looked at the website. Let me just say that the photographer deserves a million dollars for those pictures because they couldn't be further from the truth. Nothing about those pictures will you actually see there, except if you maybe travel back in time. To start off, the hotel overall is completely falling apart. Everywhere you look there is peeling paint, dents, broken furniture. There is a lot of stuff out of order....jacuzzi, elevator, pool slide etc. The key card system evidently constantly goes down and you have to be escorted to your room every time you want to get in and no keys can be made in that time. They apparently say it "never happens" but look at the reviews, folks....this happens all the time. Yesterday guests couldn't check in or get into their rooms for over 4 hours.
Our room was a junior suite. Upon stepping off the elevator, you were hit with a strong smell of mildew. Overwhelming. The actual room was extremely crammed and falling apart. Dirt EVERYWHERE. Like other posters say, the staff here does not know what the meaning of clean is. The floor was disgusting. The bathroom was a nightmare. Mold and pink slime all over it. Corners a wreck. The main bedroom had a panel of wallpaper behind the bed and I noticed the corner of the wallpaper was totally sticking out and peeled off. For kicks, I decided to pull it back and was horrified to find toxic black mold behind it. Then, I noticed that there was mold all over the ceiling as well as water stains. Overall, the furniture was just old. My thought was "where are the rooms that look like the website pictures????" When we requested to change rooms I actually said that to the front desk attendant. I was perplexed...was there some magical wing that had recently been remodeled and that's where the website rooms were?? She was perplexed too, as if I was asking the strangest question ever. She didn't understand what I meant about "the rooms like the website."
We requested to switch rooms and while the associate was mildly helpful, I had the feeling that she felt like we were being difficult. They offered us a smaller room and explained that all of their suites were in that wing. Since she was completely unapologetic about the dirt, condition of the room and mold, I can only assume that this is a problem that they were very aware of and she knew that all the rooms would be the same. Any normal human being would react in disgust and shock and try to make up for this kind of situation. We switched to a standard room with 2 beds. Despite the beds being in the same room, it was actually larger than the junior suite. Cleanliness was a lot better and it did not smell like mildew. The shower though still had a lot of mold. The associate did say they would take the room out of order and maintenance would be notified but we all know what that means.
We went down to the pool which was fine except that every lounge chair, table and umbrella is falling apart. They're all rusty, broken, wood peeling off, full of bird poop etc. You have to check out the towels and, like others said, they're very threatening by telling you you'll be charged for them if you don't return them by 6pm. Really? I don't want or need your old, scratchy towels. Anyway, the "children's" pool is a joke. It's the size of a bathtub. The main pool bar is all rotting underneath the structure and looks old and gross. All around the pool there are areas of standing water that looks slimy, black in the grout etc. I didn't even want to take off my shoes. The filters in the pool could be replaced...it's just one more thing that looks gross and old.
Staff was cleaning up palm trees ALL morning. Most hotels do not do this as it is disturbing to guests to have to listen to dragging metal ladder on cement as they prune the palm trees and chop down the coconuts (which they were just dropping down on the ground). Some repeat guests were there and told us that 2 years ago a coconut fell on his wives head and she was injured and since then they apparently chop them down. Which is fine and necessary but you do this kind of stuff at 5 or 6am, not 11am or noon. Anyway, this happened over two of the days at least and this went on well into the afternoon. Beach was fine. It is small but we liked that it was an inlet- safe for the kids, no waves, very calm water. It did take about 25 minutes for the waitress to come (after asking for her) to order food and then it seemed to take a very long time for the food as well. We ordered drinks which she brought 10 after bringing the food. We didn't appreciate this as we were very thirsty and even thirstier once we started eating.
Overall, the staff here seems depressed and I would be too if I had to work in a place like this. No one is overly helpful or helpful at all. The friendliest person we encountered was a bellman/greeter out front. The cafe servers were decent but failed to respond to our complaints about the food (dinner, see below) and instead asked 3 times if we wanted it boxed up.
Again, we've traveled the world over 7 continents and I have never seen prices like this. The convenience store was criminal....$14.99 for a small bottle of Children's Tylenol, $6.99 for a can of Tostitos Salsa, $5.99 for a very small bag of Tostitos Chips. We ate at the Cafe Caribe and like another poster said it should be called Cafe Car-rap. Terrible food, high prices. The breakfast prices were passable but quality was abysmal. I ordered the breakfast pastries which consisted of 4 danishes and a muffin ($8.50). They were microwaved to make them seem "fresh baked" but nobody is fooling me...these are the same quality as you would find at a free continental breakfast at a Holiday Inn or similar which isn't saying much. It took about 15 minutes to get this and there were only about 3 other tables there that already had their food so Im unsure why it took so long. We also ate dinner there. I ordered the garlic shrimp which was an astronomical $28.95 (we eat at high end restaurants in NYC all the time and that kind of pricing you find at excellent restaurants, not a "cafe"). Garlic my a$$. It was 4 cold cocktail shrimp arranged around a plate of rice. They literally poured a sauce over it to make them seem sauteed and a small bowl of beans on the side. Nice presentation but it tasted like cardboard, shrimp were cold and obviously never hit the sautee pan. The other dishes we ordered were not edible....not even the hot dog for my daughter. All the food was cold and it took a really long time (again, "cafe" so was expecting it to be a little faster service). Like another poser said, they also give you a menu which has one side marked "not available" for a bunch of food items. Also, there is NO room service here.
So, yes, every single negative review on here is 100% true. These are not subjective, this is obviously fact. After reading the glowing reviews, it's clear they are planting good reviews on here. And for the Guest Relations person that comments on here to every single post, spare me...I am not interested in your defense of your disgusting hotel. Nothing you say could make any of this right or explain away the condition of the hotel or ever, ever, ever make me come back (unless, of course this hotel is torn down and rebuilt which it should be). What I have said is all fact. Mold = fact. Dirty Shower = Fact. Rusty and broken pool furniture = fact. mildew smell = fact.
Finally, what others say about location is also true. it's at the mouth of the bridge so you hear a lot of urban traffic especially at the beach. It's surrounded by a few abandoned buildings and it's quite a walk to the touristy area.
If you go here, expect a LOW BUDGET hotel with a prestigious name. Conrad already stripped them of their status and now it's time for Hilton to do the same. This hotel doesn't deserve to have the Hilton name behind. Hilton Corporate- please do something about this hotel and investigate this management company!
- Official Description (provided by the hotel):
- The Condado Plaza Hilton, the only hotel overlooking both the Atlantic Ocean and Condado Lagoon, is an enchanting alternative to typical San Juan hotel. Our unique location boasts cool ocean breezes, breathtaking sunsets, and a shimmering, protected beach. Whether you're traveling for work or play, this sparkling hotel offers it all, superb dining options including the award-winning Pikayo restaurant, elegant event venues, three glistening pools, water slide, waterports, 24-hour fitness center, tennis, poolside massage and bustling nightlife. ... more less
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- Also Known As:
- Conrad San Juan Condado Plaza Hotel San Juan
- San Juan Conrad
- Condado Plaza Hotel San Juan
- Hotel Resort Wyndham