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InterContinental San Juan
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    Reviews (2,854)
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    All reviewsnestor colonsan juanpool arearuth chrisswim up barmini barocean viewclub roomfood and drinksan umbrellagreat poolclose to the airportbeautiful propertybeach accessthe entire staffmi casitalocal restaurants
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    2,264 - 2,269 of 2,854 reviews
    Reviewed August 18, 2014 via mobile

    Our family has been staying in this hotel almost every year. We loved it. This time there were a few issues. Back to that later. The renovations they've made have been great. Very nice extension to the lobby bar outside with the fire pit. Upgraded the Lobby, and the Elevators run a little faster. The halls have also been upgraded. Very pretty.

    When you first arrive at the hotel, the attendants are accommodating starting with Josue the luggage attendant. He's very friendly and helpful.

    The grounds are always beautiful and clean and the staff is constantly picking up the towels and keep everything in order. The staff at the Ciao Cafe on the beach are the best and some of them we've known for years especially Kaila and Eugenio - great wait staff and they always remember us. We always take good care of the staff, we're always respectful, polite, friendly, and we're good tippers. The attendants on the beach - Isaac Lynn and Ariel Alejandro are friendly, hard-workers and very accommodating to everyone. That was the good part. Now the Bad.

    PLEASE READ BELOW:

    We never complain about anything, really. But this time was different, we may NEVER come back.

    There are two receptionists at the front desk when you check in and out who need to be friendly, helpful, and less rude. If you are the first faces people see when you are checking in and out then you should be greeting people with a smile not a rude frown! Those two in particular are Odalys and Kaitlin. In all our years vacationing there - I've never encountered two of the rudest people in that hotel. Anytime we approached the front desk for any information, they had attitudes. They were also clueless. For the first time ever, we complained to the Manager. If you work in a hotel you are excepted to smile and make people feel like they are welcomed. Not like you can't be bothered! You shouldn't be in the hospitality business if you don't like it! BTW, we're a Puerto Rican family, we know the culture. We understand island speed, they better learn how to be friendlier to people. We owned property next door at Coral Beach Tower 1, years ago. So we know the area well. We actually have lots of other options, but, we've stayed at the Intercontinental, because it felt like home to us. That feeling has changed, my husband will be in Puerto Rico again before years end, won't be staying here. :(

    Stayed: August 2014
    5  Thank thepr0ducer1
    This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
    InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this reviewResponded August 21, 2014

    Thank you for your feedback regarding your recent stay at the InterContinental San Juan. We greatly appreciate your positive comments about our staff and our newly remodels areas; but most importantly we would like to apologize for any inconvenience that you may have experienced at the Front Desk. We deeply regret that you had to pass through this and please rest assured that your complaint was already shared with our Front Desk Director in order to take corrective actions as needed.

    We will be contacting you privately as we would like an opportunity to gather more details about your experience and do what it takes to recover your loyalty.

    Thank you for your valuable feedback and we hope you give us another opportunity to serve you in the future.

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
    Reviewed August 18, 2014

    Our family of 4 stayed here for a quick 4 day getaway before school started for the kids. It was fairly last minute, and since I know the area pretty well, I chose the Intercontinental. I lived in San Juan for about 6 months last year for business, and had visited all of the hotels in my time in San Juan.

    The check-in was fast and easy, and I was offered an upgrade to a suite since I am an IHG Gold member. The room was ready, and we arrived well before noon. The bell staff was very friendly and accommodating. They brought a refrigerator to the room and always had our rental car ready when we called for it.

    The room was clean, and well furnished. The walls needed painting (just dingy, with lots of scuff marks), but all in all, it was nice.

    The pool area is probably the best in San Juan. The kids loved playing on the "cave" and waterfalls, and really enjoyed the swim up bar. The service at the swim up bar was disappointing. They got my order incorrect, were VERY slow in serving it, and was over priced.

    We did not try the restaurants, as they seemed pretty overpriced as well. And, with so many good restaurants in the area, I had plenty of other places that I wanted to visit. There was always activity at the bars and lobby, and it felt like a "fun" and inviting hotel.

    The elevators were actively being repaired when we were there, and there were signs directing people to the service elevators that were available for guest use. Two of the three main elevators were functioning as well as the two service elevators. We never waited more than a couple of minutes for an elevator. (I know there were many posts about this earlier in the summer).

    The casino is very small, and the slots are TIGHT!!! The table games are fair at best. I think that our suite was bigger than the casino. If you want to gamble, go elsewhere. It is not worth sitting in the dark dungeon that they call a casino. They do not have an ATM, so bring cash if you do want to try your luck.

    All in all, we were very happy here and would certainly stay again.

    • Stayed: August 2014, traveled with family
      • Rooms
      • Cleanliness
      • Service
    Thank vacationer28216
    This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
    Reviewed August 18, 2014

    My husband and I came back to the intercontinental hotel a year after his proposal and our resent wedding /honeymoon in Aruba..
    It's always a delight to see smiling friendly familiar faces at the pool bar akua.. One of those friendly faces is Yaders.. He is the best bar tender (mixologist).. And totally went out of his way to make us feel like we were at home even making me a custom drink of his own favorites.. He also took his time to explain to me the recipe.. It's these personal touches that will keep us coming back.. Thank you Yaders!!!

    • Stayed: August 2014
      • Value
      • Location
      • Rooms
      • Cleanliness
      • Service
    Thank Imorel29
    This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
    InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this reviewResponded August 19, 2014

    Thank you for your kind words and for recognizing Jaders! We are fortunate to have him on our team. We look forward to welcoming you back in the near future!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
    Reviewed August 17, 2014 via mobile

    Just returned from a 5 day stay at the Intercontinental & we had the most fantastic time. We were on the 4th floor facing the pool & we were very content with our location. The elevators DO get very congested & the waits became longer for them on the weekends & we were grateful to be able to take the stairs. We couldn't see the ocean from our balcony, but we spent a great deal of our days there, so only seeing the pool & the trees was a good trade for the quick access to the main lobby when needed.

    We arrived on a Monday in the afternoon & were greeted by Andy at the door. He was very friendly & had our bags up to our room within 5 minutes of our arrival. He also gave us tips about restaurants & casinos near by. Our check in took under 10 minutes- so do yourself a favor, if you can arrive on a Monday through Wednesday- you'll get checked in immediately & your room will be ready before the 4PM check in time.

    The hotel, pool & beach were all very mellow until Thursday afternoon & we never had trouble finding chairs or getting service anywhere. Even on Thursday when the hotel was obviously at capacity, we still got very fast service at the cafe on the beach.

    The prices were a little high, but the quality & portions were very high. The chicken Caesar salad had 2 breasts on it & easily fed my husband and I. We also had the pizza which was cheesy & delicious & the nachos & phenomenal fish sandwich. The food here is truly fantastic & we didn't mind paying a bit more for the convenience of 24 hour room service & a pizza by the pool. The drinks were also tropical & tasty & strong & the bartender always happily substituted vodka in place of the rum of which I was not huge fan.

    We loved the casino & had THE BEST BLOODY MARY ON THE PLANET made by Carmen. She was so sweet & attended quickly to our cocktails. Great time!

    We loved the Intercontinental & look forward to another stay soon. Special thanks to Carmen, Andy & Barron for making our stay even more perfect!

    Stayed: August 2014
    2  Thank VanillyVine29
    This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
    InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this reviewResponded August 21, 2014

    Thank you so much for your kind words about our staff and our property. It is very gratifying for us to receive positive comments from satisfied guests. I hope to host you again, so we may have the pleasure to serve you in the near future.

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
    Reviewed August 17, 2014

    From the professional Bell hops to security . There are two that stood out that went above and beyond to help in any way, Baron, the older gent being William two of the hotels finest people. We had a leak coming down from our ceiling and the moved us to a different room with no problems. Left a wallet on the towel desk and security returned it to our room. Clean rooms very friendly staff. The elevators need some work where moving slow and had some wait time. I would sugest when booking any excursion to look into several companies, pay by credit card. The connoisseur booked us a trio, one bing a Rain Forest first, we were left to fend for ourselves A "Corona Beach" far from a corona beach, waited a hour and a half in the dark for them to pick us back up last but not least we book a BIO BAY xcursion that was supposed to be a boat tour ended up being kayaks in total darkness with no tour guide in site. Spent three hundred dollars for a day from hell. The company was Advanced Tours PR and the hotel connoisseur was the one who said that was the best and we booked through him. Hoping to see some our money returned to us.

    • Stayed: August 2014, traveled as a couple
      • Location
      • Sleep Quality
      • Service
    2  Thank 231scOtt1010
    This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
    InterContinental_SJU, Public Relations Manager at InterContinental San Juan, responded to this reviewResponded August 19, 2014

    Thank for choosing InterContinental San Juan for your recent stay in Puerto Rico. We greatly appreciate your positive comments about our amenities, location and staff. We sincerely regret that the bio bay and rainforest tours were not the one you expected and that this has affected your experience negatively. Thank you for bringing this to our attention as your feedback help us to identify areas of improvement.

    Thank you for your positive comments and we look forward to your next stay with us!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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