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“Beautiful property but crowded”

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The Ritz-Carlton, San Juan
Ranked #7 of 13 Hotels in Isla Verde
Certificate of Excellence
New York City, New York
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“Beautiful property but crowded”
Reviewed July 8, 2013

Beautiful property, friendly staff but the pool was over crowded and mobbed with kids(felt like I was at Disney) save yourself and avoid BLT -horrible!!! Il Mulino was amazing. They have a bar bite menu before 7:30 and great prices! Hotel was a distance from restaurants so cabs are needed.

  • Stayed June 2013, traveled as a couple
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    • Service
Helpful?
1 Thank 172TRAVELER
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Traveler tips help you choose the right room.   Room tips (701)
Date | Rating
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English first
Charlotte, North Carolina, United States
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed July 8, 2013

My Wife and I and two other couples were in San Juan this past week and had the pleasure of staying at the Ritz Carlton in Isla Verde... We've stayed in luxury hotels before, so the amenities were about what we expected, but what made our stay extremely pleasurable was the staff. They were friendly, helpful, gregarious & fun... especially the bartenders at the pool bar & grill (Thanks Robert, my shoulder is feeling much better!) Overall I would highly recommend this Hotel for a luxurious and relaxing stay in Puerto Rico. There are nice restaurants within walking distance (Metropole across the street is a must visit) and you are a 15 minute cab ride to Old San Juan. The $$ for the food and drinks at the hotel were pricey, but what the heck you're on vacation right? We also stayed a few days at the historic El San Juan Hotel down the street and it's great too with more pools and the vintage lobby with live local music and dancing, but the staff at the Ritz Carlton are much more engaging.

  • Stayed July 2013, traveled with friends
    • Value
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    • Cleanliness
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Helpful?
Thank Scott C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Indianapolis, Indiana
Level Contributor
39 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed July 8, 2013

Wonderful hotel, great service. The beach was ok (seaweed was a bit much, but it didn't ruin the experience). We were there during Hurricane Earl, which blew in overnight. But by the next morning, you could hardly tell anything happened. The grounds were back in order and everything was in it's place.

Our room was very nice and comfortable. I loved the bed! The bathroom was spacious with enough room for all my "junk".

The staff members were extremely helpful. We found what was we considered to be an unacceptable piece of trash in our room one day (that didn't come from us, but probably from the couple before us). My husband discussed it with the front desk and in within minutes we were moved to a suite and had all charges removed from our hotel bill. This was the most courteous staff I've ever seen.

My husband enjoyed the casino, but had to go to one down the street to get in on a poker game.

We truly enjoyed ourselves and would definitely return to this hotel.

Room Tip: Get a room with a balcony!
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  • Stayed August 2012, traveled as a couple
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Helpful?
Thank MsB1130
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
70 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed July 8, 2013

What can I say? They treat you as family, from the valet to the housekeeping ladies! Food is authentic and delicious, and most important always served with a smile! The rooms are always at the perfect temperature, and the beds , ahhh... The Club level service is outstanding and flawless. The property is well located close to restaurants , shopping area and tourists attractions.
You can't go wrong staying here! They spoil you constantly!
We will be back soon...

Room Tip: High floor and a pool or ocean view
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  • Stayed July 2013, traveled with family
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Helpful?
Thank Coquies
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Level Contributor
68 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed July 8, 2013

I'm not overly impresses with Ritz Carlton's these day, this one in particular. The service at the pool was terrible, the food was not that great at the pool restaurant, lots of fried garbage and the bar was ok... Il Mulino was great but Very Expensive and the dishes were too big. You can share the dishes!!!!

Our room was so humid and moist the sheets smelled like mildew and they had to be changed when we entered the room.

Not impressed, I've stayed at better hotels like La Concha and The Conrad.

  • Stayed May 2013, traveled as a couple
    • Value
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Helpful?
Thank Taramarievan22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
10 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed July 7, 2013 via mobile

My wife and I stayed at this resort the week of July 4th, 2013 (kidless). Overall we had a great experience at this facility and would definitely go back. We would highly recommend this resort. I will list pros and cons.

Pros:
1). Very Accommodating to people with food allergies: My wife has Celiac disease so she cannot have gluten, which is found in many foods. It's especially hard to travel with this auto immune disease. All of their restaurants on site were very accommodating. The first day we arrived we went to Mares restaurant for lunch. The chef came out and talked to my wife about optional menu items he could specially make for her. The food was great. The ritz made a note by our name in their system so that each time we went to one of their on site restaurants, it automatically showed up that she needs to eat gluten free and someone would come to the table to discuss each time. We also ate at BLT steak house which was excellent. The lobby bar had great food too and was open late.
2). The beach is beautiful with soft sand and lush palm trees....a true Caribbean island beach...comfortable Chairs and umbrellas are free!
3). Staff was very nice and accommodating
4). I am a platinum Marriott rewards member and although ritz properties don't offer free access to club/concierge lounge level to MRM, they did offer me a free upgrade to ocean view room from the city view we paid for so that was a nice perk.
5). The room was very spacious with a very comfortable bed. They were very quiet and seemed to have very good wall insulation to cancel out neighbors' noise.
6). Casino was very nice and clean and no smoking allowed in there either. They had most table games and many of the newest slots. My wife and I had fun in there almost every night!

Cons:
1). pool area is kind of small for how many people stay at the resort and its in need of an update/renovation/facelift. However, refer to (2) above.
2). Most resorts require their guests to wear bracelets outside around the pool and beach areas so they know who is a paying guest. Surprisingly, This resort does not do that and I think some local families come on site to use the pool/ beach area. They do not even ask if you are a ritz guest when you go to their beach hut to ask for umbrella and chairs for the beach. It seemed like it would be very easy to just park your car in their on site parking garage (anyone can drive into ritz parking garage) and simply walk into the resort through the lobby straight out back and settle down with chairs and towels. noone asks anything out back and no wrist bands. Definitely think they need to implement this as it seemed like the pool area was packed with local families that we never seemed to see anywhere else in the hotel later in the afternoon/evenings..... Just sayin....after all, it's a ritz and families/couples pay big $$ to stay there. Minor annoyance though. Resort was still great and we'd go again for sure....

Stayed July 2013, traveled as a couple
Helpful?
3 Thank Wolverine1971
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
15 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed July 7, 2013

In the world of hotels the Ritz Carlton, San Juan is four stars. In the world of Ritz Carlton's it's one or two. It is the attentive, caring staff that gives this hotel it's fourth star. As a Ritz Carlton it is sorely lacking and in need of some major renovation. It's just tired. Lobby bar furniture is worn. Pool grill furniture dinged up, crumbs in the glass table tops, faded worn wooden place mats. In the rooms, carpet is stained, furnishings are sparse. How about an extra picture on the wall and a table in front of the loveseat?

An early evening cocktail in the lobby bar is a time for most to sit, talk, review the days activities. Hard to do here with a DJ playing loud music you would expect to hear in a club at midnight not in a Ritz lobby at 5:30.

Breakfast at buffet with coffee and tip for two will run around $80. Ok. I get it. It's the Ritz. You expect expensive. But come on. When the breakfast tab starts approaching $100, you might be looking for something special. If the food is ordinary at least a spectacular presentation. And I always look for something special at a Ritz.

It was disappointing that one of the two fine ding restaurants did not offer menus with a local flavor, contemporary Puerto Rican cooking. Instead there is a steakhouse no better or worse than any other high end steak house. Nothing special here. The second is Il Mulino, an over rated New York Italian restaurant with a boring menu of classic Italian dishes you find at most Italian restaurants. Having said that, you do get a good meal at either one. Just not memorable.

The hotel caters to families so expect the pool to be jammed with kids. The pool and pool area is really too small for the size of the hotel. Drink and food service poolside is spotty at best.

Room wasn't made up until late afternoon each day and never received turndown service. Maybe because we returned to the room too early, usually around 9 pm.

The Ritz is part of the Marriott chain. Marriott hotels are known for dependable high quality. This hotel meets that Marriott standard. But as a Ritz Carlton, a step above, it misses the mark. Take down the Ritz Carlton name, call it a Marriott. Expectations met.

  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank VickiDip
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

Property: 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 Casino and Gambling Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Isla Verde
#3 Spa Hotel in Isla Verde
#3 Casino Hotel in Isla Verde
#4 Family Hotel in Isla Verde
#5 Romantic Hotel in Isla Verde
#5 On the Beach Hotel in Isla Verde
#5 Luxury 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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