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“Convenient pre cruise hotel”

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Embassy Suites by Hilton San Juan Hotel & Casino
Ranked #7 of 13 Hotels in Isla Verde
Fonthill, Ontario
Level Contributor
101 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
“Convenient pre cruise hotel”
4 of 5 bubbles Reviewed November 6, 2013

We recently stayed here prior to a cruise out of San Juan. It was close to the airport and a $20 taxi trip for 4 people/5 bags including tip. We arrived around 2 pm and room wasn't quite ready so we left our bags with the front desk and headed to the Outback restaurant on site for lunch. After lunch we hit the casino also located on site and made back the money we had spent on our meal. Went to see if room was ready around 4:15. Still not ready so front desk upgraded us to a room on the top floor overlooking the pool. When we originally booked a room here we weren't quite sure what to expect due to some mixed reviews. We were pleasantly surprised that the room was clean, inviting and in good condition. Our bags were delivered to the room shortly thereafter and upon further inspection we noticed that the bag had been opened and some of my jewellery was missing. We called security immediately and Julio (security manager) came to investigate and fill in the paperwork. He later informed us that he had personally viewed the video surveillance tapes and assured us that the bags had not been tampered with. We have since contacted TSA who also said that they viewed their tapes and had no reason to suspect that the bags had been opened by their agents. So basically the only people that handled our bags both deny any wrongdoing. All know is that I am missing my jewellery. We didn't let this spoil our vacation ... what's done is done and I've learned my lesson and will now carry all my jewellery with me when I travel. That being said we enjoyed the hotel's manager's reception and breakfast in the morning. All staff we encountered was pleasant and friendly. The beach, Walgreen's and several restaurants were located within a short distance. Taxi ride to the port cost us $30 including tip. We would likely stay here again if cruising out of San Juan.

  • Stayed October 2013, traveled as a couple
    • Value
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Helpful?
1 Thank cindy l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
embassysuitessanjuan, General Manager at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review, November 8, 2013
Dear lepcyn:

Thank you for pointing out that our location is a great option for any pre or post cruise stays. We truly appreciate you posting your comments on tripadvisor.com regarding your experience at our Hotel. We are truly sorry for the lost jewelry that you mentioned on your comments and can ensure you that our Security Manager was diligent and thorough on the explanation he gave you.

It was nice to see continue reading on your review that you made the best of your vacation and had a great time. The best part was your comment on looking forward to another return stay at our Hotel and for that we are truly grateful.

We appreciate your Loyalty. Have a great Holiday Season!

Sincerely,

Marisol Colón
General Manager
787-641-3263
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,424 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (394)
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English first
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed October 31, 2013

This was my second stay at this hotel. The staff is friendly and helpful. The breakfast was awesome and the happy hour drinks were so good. the rooms were clean and the pool was relaxing. I will stay there agian.

  • Stayed October 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Embassy Suites Hotels

Helpful?
2 Thank 468lakeshial
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
embassysuitessanjuan, Manager at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review, November 8, 2013
Dear TripAdvisor Member: Thank you for the positive comments, we will share them with our team! We are happy that you found our team members to be friendly and helpful and that you enjoyed our breakfast and manager's reception so much. We truly appreciate your feedback.

We look forward to seeing you again during your next stay, please come back soon!

Sincerely,

Aixa Berrios
Manager
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Kihei, Hawaii
Level Contributor
10 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed October 30, 2013 via mobile

Staff was amazing from the GM, Marisol, to Julio, security manager, entire Front desk staff and concierge Stephanie. I had gotten robbed in a restaurant in San Juan my first nite and the staff stepped up to assist with everything! Saved my trip, kept me safe and worked hard to enable me to return home. I owe them everything.

  • Stayed October 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Andra M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
embassysuitessanjuan, Manager at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review, November 8, 2013
Dear almcguire22:

Thank you for taking the time to review our hotel. We are so happy to hear that our GM Marisol, Julio, Stephanie and our Front Office staff were able to help you and make you feel safe after that incident.

We hope to have the pleasure of serving you again in the future.

Sincerely,

Aixa Berrios
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Plantation, United States
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed October 30, 2013

The staff at this Embassy Suites always go above and beyond in making your my stay is perfect. Bianca at the front desk is brilliant in making sure my stay goes well. Housekeeping will keep my room fresh and clean and always works around the time they get the room with my work schedule.

  • Stayed October 2013, traveled on business
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Review collected in partnership with Embassy Suites Hotels

Helpful?
1 Thank David S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
embassysuitessanjuan, Manager at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review, November 8, 2013
Dear David S:

Thank you for your review and for staying with us! We are delighted to hear that your stay was perfect thanks to our team members. I agree with you, they are the best!

We hope to welcome you back to our Hotel during your next trip!

Sincerely,

Aixa Berrios
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brockton, Massachusetts
Level Contributor
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed October 29, 2013

Checked in on a Monday evening, everything went smoothly. It was an older hotel in reference to furnishings but was okay for what we expected. All the services during our stay were exceptional. Location was close to everything and it was easy to get a cab/bus service for other places we intended to visit. I would definitely stay there again.

  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
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Helpful?
1 Thank Blessedagain
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
embassysuitessanjuan, Manager at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review, November 8, 2013
Hello Blessedagain:

Thank you for taking the time to review our hotel. Your feedback is very helpful to continue to improve our beautiful hotel. We are so happy to hear that you enjoyed your stay and that you will stay with us again!

We look forward to seeing you during your next stay.

Sincerely,

Aixa Berrios
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Carolina, Puerto Rico
Level Contributor
9 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
5 of 5 bubbles Reviewed October 28, 2013

Stayed here to celebrate my wife's bday!! Staff was very friendly, room was ready early and they even had a Bday Card in the room. Manager's reception was very good and Breakfast was complete and there was something for all different tastes...

  • Stayed October 2013, traveled with family
    • Value
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    • Cleanliness
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Helpful?
1 Thank Elmerj21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
embassysuitessanjuan, Manager at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review, November 8, 2013
Dear Elmerj21:

Thank you for choosing to stay with us to celebrate your wife's birthday. We are delighted to hear that you enjoyed your stay.

Wishing you and your family all the best this holiday season!

Sincerely,

Aixa Berrios
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Springfield, Ohio
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
5 of 5 bubbles Reviewed October 27, 2013

We stayed at the embassy suites prior to our cruise. It was close to the airport and I was pleasantly surprised at the extras, such as the free drinks at happy hour, the free wifi,as well as the abundant hot breakfast in the morning. There was an outback steakhouse and pizza place in the hotel with stores within walking distance. The pool area was very nice, which we enjoyed. There is also a casino in the hotel and it is 2 blocks to the beach, where you can get beach chairs that the hotel provides. There were lots of taxis to get you where you needed to go. The staff were very friendly and helpful. The rooms were large and clean with a microwave and refrigerator that were handy. This is the 2nd time staying here and I am going back next month- pre-cruise again. The only down side, is it is not close to Old San Juan- but there are plenty of taxis to take you there.

Room Tip: Upper level overlooking the pool.
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  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank klhrn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
embassysuitessanjuan, Manager at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review, November 8, 2013
Hello klhrn:

Thank you for taking the time to review our hotel. We are glad you enjoyed our manager's reception, our delicious breakfast and our facilities.

We look forward to seeing you back again next month!

Sincerely

Aixa Berrios
Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Embassy Suites by Hilton San Juan Hotel & Casino

Property: Embassy Suites by Hilton San Juan Hotel & Casino
Address: 8000 Tartak St., 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 Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Spa Hotel in Isla Verde
#3 Casino Hotel in Isla Verde
#5 On the Beach Hotel in Isla Verde
#6 Romantic Hotel in Isla Verde
#6 Business Hotel in Isla Verde
#7 Family Hotel in Isla Verde
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Embassy Suites by Hilton San Juan Hotel & Casino 3.5*
Number of rooms: 299
Official Description (provided by the hotel):
Embassy Suites San Juan Hotel & Casino is the only all-suite hotel in the San Juan Metropolitan area. The hotel is located steps from famed Isla Verde beach, or guests can relax at the hotel's free form lagoon style pool. Our guests enjoy great value with a free made-to-order breakfast and complimentary drinks at the evening reception. ... more   less 
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Also Known As:
Embassy Suites San Juan Hotel And Casino
Embassy Suites San Juan Hotel Isla Verde
Embassy Suite San Juan Puerto Rico
Embassy Suites Carolina
Carolina Embassy Suites
Embassy San Juan
Embassy Suites By Hilton San Juan Hotel & Casino Puerto Rico/Isla Verde

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