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Embassy Suites by Hilton San Juan Hotel & Casino
Ranked #7 of 13 Hotels in Isla Verde
Wheaton, Illinois
Level Contributor
16 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Nice hotel!”
4 of 5 bubbles Reviewed August 6, 2014 via mobile

I really enjoyed my stay at the Embassy Suites. When you first walk in it's beautiful. The rooms were clean and not so outdated as some have said. We had a pool view which by the way was a very nice and big pool. The breakfast was good so many options. They have happy hour and you get 2 free drinks and snacks while they play music. There is a nice little casino and an outback steakhouse in the hotel. If you have questions about tours or things to do they are very helpful!! Everyone was nice and respectful. The only thing I didn't like and other guest I met had the same problem was the elevators half the time your card wouldn't work. The beach was up the street literally. Old San Juan wasn't far at all. I would definitely stay again if I go back.They do charge you extra fees but we were aware. Just make sure to have them explain them to you.

Stayed August 2014, traveled with friends
Helpful?
2 Thank GinGin376
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, August 12, 2014
Dear GinGin376:

Thank you so much for posting your review regarding our Hotel, the Team and the adjacent sites on our Island. I do apologize for the key system in our elevators and have recently verified them all to make sure there isn't any issues that we had to correct. So far, so good. The best part of your posting was your comment on returning to our Island and especially to our Hotel. A A loyal guest that returns has been something we have enjoyed for over 16 years, that always makes us so happy!

Please feel free to call on me should I be of any assistance. Have a great year.

Sincerely,

Marisol Colón
General Manager
787-641-3263
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,371 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 (389)
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English first
Tampa, Florida, United States
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed August 6, 2014

The embassy suits hotel and casino was great. The room was clean and nice. The breakfast buffet was well supplied and delicious. The casino was a non-smoking casino which I liked a great deal. The only complaint was the parking. You are charged an additional parking fee. I would think that for a large hotel and casino that over night quests would receive free parking.

Room Tip: all rooms are inside, the upper levels seem to have less noise.
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  • Stayed July 2014, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank Theresa F
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, August 15, 2014
Dear Theresa F:

Thank you for taking the time to review our hotel. We truly appreciate your feedback. We are glad you enjoyed our breakfast and had fun at our casino.

Please come back soon!

Sincerely,

Aixa Berrios
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Orlando, Florida
Level Contributor
17 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
2 of 5 bubbles Reviewed August 6, 2014

We stayed at this property in July, 2014. We have stayed several times before and had a good experience. This time we still had a fairly good experience however the age of the hotel is starting to show. The resort is tired & needs updating. The pool area needs an attendant or similar to pu towels & keep the pool area clean. The chairs were all full of towels from guests that had already left the pool area. They now offer chairs on the beach. The attendants on the beach were great but the chairs were dirty an missing pieces? Overall the property is still nice but someone is dropping the ball on cleanliness, etc. This falls to the GM of the property. He / She is lacking detail.

Room Tip: Location does not matter.
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  • Stayed July 2014, traveled with family
    • 2 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
2 Thank lv2travel123
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, August 12, 2014
Dear lv2travel123:

Thank you for taking the time to write a review about your recent stay at our hotel. We’re very sorry that your experience at our property wasn’t up to our usual high standards and we apologize for all the inconvenience you experienced. We are taking your comments into consideration as we take the steps necessary to make it right for you and our future guests.

We hope to have another opportunity to serve you if your travels bring you back to San Juan.

Sincerely,

Aixa Berrios
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Scottsdale, AZ
Level Contributor
10 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
2 of 5 bubbles Reviewed August 3, 2014

I'm typically a big fan of Embassy Suites. However, this hotel was a BIG DISAPPOINTMENT and it is definitely not up to Embassy Suites standards. The rooms are outdated and only marginally clean, the line for the "free" breakfast omelet was so long (15-20) minutes every day that we skipped it, and the "free" happy hour served up the worst drinks I've ever tasted (in fact, I threw away the drinks because they were so awful) after waiting 15 minutes in line. Oh, and don't forget the outrageous 18% "hotel fee'" they added on each day, which came to over $50 per day for my room.

On the positive side, the pool area is nice and an incredibly beautiful beach is only a 5 minute walk. Also, there are tons of fast food restaurants only a 5 minute walk away. However, even with good geographic location, I could not recommend this hotel.

  • Stayed July 2014, traveled with family
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Cleanliness
Helpful?
4 Thank WatchJohnTravel
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, August 12, 2014
Dear WatchJohnTravel:

Thank you for taking the time to write a review about your recent stay at our hotel. We appreciate your business and sincerely apologize for the inconveniences you had during your stay. We will take your comments under consideration as we continually work to improve our guest experience.

We hope you’ll give us another opportunity soon to make your stay the best it can be.

Sincerely,

Aixa Berrios
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
21 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed August 3, 2014

I like this hotel for its location, easy access to the airport, the off-airport car rental companies and both the Baldorioti expressway or Moscoso bridge while being in the heart of the Isla Verde beach area. The rooms are very spacious for our family of five. Sure they can use an update but are by no means run down.

The hotel is not on the beach but apparently they have their own section on the Alambique area of Isla Verde beach. We have family with places on the beach so we did not experience it.

Their breakfast is pretty good, excellent when considering it's "free".

The pool is pretty nice and spacious, the kids really enjoyed the waterfall area. The pool area bar is also pretty nice however they play music way too loud (I'm guessing to reach every corner of the spacious pool) so it's best to settle away from it and bring drinks and food over.

You got to pay for parking, which is a disappointment, and so is having to get a separate key card to get in and out of the lot. Then turning the key back in to valet upon check-out/leaving the property is clunky and a bit of a waste of time (perhaps most people just don't turn the key card back-in).

Overall, a great experience.

  • Stayed July 2014, traveled with family
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Service
Helpful?
4 Thank SantiagoEdgar
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, August 14, 2014
Dear SantiagoEdgar:

Thank you for your feedback regarding your stay at our hotel. We are so pleased that you and your family had a great time and enjoyed our facilities.

We hope you come back and visit us again soon!

Thank you,

Aixa Berrios
Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Staten Island, New York
Level Contributor
15 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
3 of 5 bubbles Reviewed August 1, 2014

I have traveled quite a bit for business and stay at many Hilton and Embassy Suite hotels. The hotel needs a remodel. The rooms and hotel overall are immaculate. The free breakfast is nothing special and the selection is limited compared to other Embassy Suites I've stayed at. The hotel is at the end of a long deserted block but it is safe to walk around at night. Hotel staff was friendly and accommodating. The free nightly cocktail reception is a joke. The lines on the weekend and the crowd is not normal crowd at other Embassy Suites. My advise here if you are just looking for a clean place to sleep its fine but if your looking for the true Puerto Rico experience while staying in Island Verde stay at the El San Juan Hotel a bit more expensive but worth the money.

Room Tip: Higher rooms are quieter.
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  • Stayed July 2014, traveled with family
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank DENISE D
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, August 15, 2014
Hello Denise D:

I appreciate the review of your recent stay at our hotel, it helps us identify ways we can improve. We are sorry that you are disappointed with some aspects of your stay.

I am happy to hear that you found our team members to be friendly and accommodating.

Again, I thank you very much for your review and sincerely hope that you stay with us next time you’re in San Juan.

Sincerely,

Aixa Berrios
Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
michigan
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed July 31, 2014 via mobile

Nice Hilton property,the rooms was clean need to be updated but they told me thats already on the schedule on this year.... I will stay here again,and again,and again! We spend a great time on the pool area,nice music they put salsa,meringe.... good!!!! Valerie the bartender keep us relax and happy(specially my wife,so doble happy for me remember,Happy wife,happy life) my kids was happy with the strawberry banana frozen she made,was very beautifull with whipped cream and cherry.The drinks for us was on the moooonnn.I read a review that said she make the best mojitos and... She's the QUEEN OF THE MOJITOS,instead of that she looks very proud of being a bartender you can notice on the way she move and the service she bring on the bar and around the pool.Thank you valerie for such a wonderfull time on the Coqui Bar.The breakfast was nice,its great and FREE so thats awesome for me i got a big family and the reception was another hit!!! Thanks Hilton!!!!

  • Stayed July 2014
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank JMC_Mcgregor
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, August 12, 2014
Dear JMC_Mcgregor:

Thank you so much for your kind comments. We are glad to see you were satisfied with the service you received, I already shared your comments with Valerie.

We look forward to seeing you again during your next stay!

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 Casino Hotel in Isla Verde
#3 Spa 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):
The Embassy Suites San Juan Hotel & Casino is conveniently located just a short walk to the beautiful Isla Verde Beach. The newly renovated hotel is also very close to the Luis Munoz Marin Intl. Airport. It is the only all-suite hotel in the San Juan metropolitan area. All our suites have a living room and a separate bedroom. Our guests enjoy a free made-to-order breakfast every morning and two hours of complimentary drinks every evening from 5:30 to 7:30pm. The Embassy Suites San Juan Hotel & Casino recreational facilities include a Casino, a lagoon style outdoor pool, kids playground, restaurants and a beach concession at Isla Verde Beach with beach towels, chairs and umbrellas for our guests. We offer over twelve thousand square feet of flexible meeting space including our La Vista Room which over-looks the free-form pool and waterfalls, ideal for social events. ... 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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