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“Perfect for our pre-cruise travel...”

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Embassy Suites by Hilton San Juan Hotel & Casino
Ranked #7 of 13 Hotels in Isla Verde
Washington state
Level Contributor
24 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Perfect for our pre-cruise travel...”
4 of 5 bubbles Reviewed January 16, 2011

Stayed just one night on December 18, 2010 for our pre-cruise travel. Check in was extremely easy. Our room was exactly what we expected with a bonus view of the pool. The room was nice, quiet and clean. Breakfast was good with lots of choices with very limited seating. Lots of construction in the area, however, could not hear it at all once inside. I would stay at this hotel again without any hesitation.

  • Stayed December 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank much2buzy
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, January 18, 2011
Dear much2buzy:

Thank you so much for taking the time to post your review. We are happy hear that you enjoyed the view of the pool and that you liked your room! Regarding the construction, we will soon have a new parking elevator just outside the Casino and the hotel for the convenience of all our guests. We hope you stay with us again!

Aixa Berrios
Manager
Embassy Suites Hotel & Casino San Juan, PR
Report response as inappropriate
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
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English first
Birmingham, Alabama
Level Contributor
150 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
4 of 5 bubbles Reviewed January 12, 2011

I stayed here over New Years with my extended family over New Years. It was very close to the airport, so very convenient, but it was quite quiet. No plane noise. The hotel boasts a multistory atrium and is well appointed. There is a daily happy hour with free beer, wine, and chips which is very nice for a quick snack and a full included breakfast everyday with omelettes, eggs, bacon and much more! The rooms were spacious and as the title says are all suites, with both a bedroom, living room with foldout couch, microwave and refridge. The beds were very comfortable and the room updated and clean with good housekeeping. The pool area was quite nice and although very near an overpass was nicely screened by trees and vegitation. The pool was quite cold, and unfortunately the hot tub was broken for 3 of 5 days. I found the staff behind the desk not quite as welcoming as I'm used to. They were unhelpful in assisting with a printer which would not print in the business center, however the business center was free! $19 per day for parking is a bit high as well.

The hotel is a block or two from a very nice beach and has included free towels and beach chairs for hotel guests! There are numerous nice restaurants and inexpensive options as well within walking distance. The hotel and airport are about 20 mins from the fort and the old town area, so a car, bus, or taxi will be necessary to visit these areas.

Just for new years, we decided not to do the $89 per person buffet and partied in our room, but the open balconies and atrium allowed us to enjoy the confetti, live music and festivities from a commanding view of the 2nd floor open balcony and atrium. And much new years revelrie was occurring on all the hotel balconies, so was the best of both worlds! The rooms were remarkably well insulated, I think helped by the extra space of the living area, because even though we turned in before the festivies were over downstairs, I did not hear any extra noise!

There is a casino inside as well which I did not visit.

  • Stayed December 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank irondoc
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, January 18, 2011
Dear irondoc:

Happy New Year to you and your family! Thank you so much for choosing our hotel to celebrate New Year's Eve. We are pleased to know that you all had a great time and that you enjoyed the beautiful Isla Verde Beach. We have now a new beach concession exclusively for our guests with beach towels, chairs and umbrellas! I also want to apologize for the inconveniences you had with the printers at the business center.

We will see you again on Dec 31st, 2011 (...hopefully sooner!!!).

Sincerely

Aixa Berrios
Manager
Embassy Suites Hotel & Casino San Juan, PR
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
CMH
Level Contributor
76 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
4 of 5 bubbles Reviewed January 5, 2011

As we pulled into the carport out front I could hear the pile driver attempting to ram its latest charge home. CLANG, CLANG, CLANG.... "Great!" was all I could think.

I had business to do in PR and wanted to make sure I was ready for it. Luckily the pile driver didn't run all night, but there is plenty of construction going on. They have closed one of the entrances, and are working on a parking structure or something, next to the hotel.

The casino is smallish, blackjack is 5 deck out of a shuffle master. There are quite a few slots, and other games. I didn't see craps.

The breakfast is excellent, the coffee is very good.

I wasn't impressed with the service, everyone seems a little angry.

I don't suggest eating at the outback in the lobby, it isn't good and doesn't live up to the outback on the mainland US. Metropole is pretty close and is excellent food. (EXCELLENT) There is another hotel very close by, right out the front door, head over there for drinks at the lobby bar.

  • Stayed December 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank AkulaTheShark
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 bubbles Reviewed January 2, 2011

If you stay at the Embassy Suites, San Juan, PR, expecting a First Class environment, you'll be disappointed. If you go there with the understanding that it's a "B" hotel, you'll be fine. The rooms were spacious and clean, the location fine - an easy 5 minute walk to the beach and around the corner from an excellent supermarket - the rates appropriate. It's virtually next door to the airport but airplane noise was never really an issue. And even though the pool is overlooked by a highway ramp, the designed sound - a waterfall - and the presumably accidental sound of a generator, combined to mask all but the loudest of trucks.

We - my wife and 3 children, aged 21, 19 and 18 - stayed for 5 days between Christmas and New Year's, and found the place acceptable. Here are the pros, followed by the cons:

Pros
- The concierge was very helpful.
- The bell staff was attentive.
- There were always taxis available ($20 to Old San Juan).
- The coffee at the breakfast buffet was good.
- It's a quick 5 minutes to the beach, where the hotel has a stand about 200 yards from entry where towels and chairs are available for free to guests.
- The elevators are fast.
- The pool area is nice but, as noted above, the white noise created to mask the plan and truck sounds is overwhelming. People with iPods seemed unaffected by this...

Cons

- The toilet in one of the rooms was broken when we arrived. The toilet was fixed pretty quickly but it made a persistent intermittent sound that required disabling in order for us to relax in the adjacent room.
- The front desk and housekeeping never answered the phone after the very first call we made and all calls kicked over to voice mail. They appeared insufficiently staffed to manage the number of guests, which became very frustrating.
- The breakfast buffet was slow and the food barely adequate.
- They were very slow to collect food trays from outside door rooms.
- The jacuzzi at the pool only worked during one day of our stay. The rest of the time it was cold.

While we were there, swim teams from several universities were there and, while they were models of good behavior, the sheer number of them clogged the works, as they travelled in packs. We learned to get to the buffet early enough to avoid getting stuck behind them so the line was only slow, not disastrous.

In sum, it's a fine place for a family with young kids but don't go expecting a fine hotel stay.

  • Stayed December 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Abramonk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Houston, Texas
Level Contributor
100 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
4 of 5 bubbles Reviewed January 1, 2011

We stayed for one night in this hotel at the end of our trip to PR, and had a very satisfactory experience. The staff was very friendly and helpful. Our suite was comfortable and clean. (Our children--8 & 10--did not give high marks to the pull-out couch bed, but that's why they got to sleep on it, not the parents!) Our Hilton Honors membership entitled us to "skip the line" for the breakfast buffet (which was a good thing since there were several college swim teams also at the hotel who arrived at the same time for breakfast that we did). We did not use the pool, but it certainly looked lovely (my husband reported, however, that the hot tub was not "hot"). We ate dinner in the Outback Steakhouse off the lobby, where the service was slow but friendly and the food was no different than the Outback in our hometown. Even with the proximity to the airport, we were not bothered in the least by airplane noise. We checked out in the morning and checked our bags with the bellman while we explored San Juan ($20 cab ride to Old San Juan). I would definitely stay here again.

Stayed December 2010, traveled with family
Helpful?
Thank Maybeinerror
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
coronado
Level Contributor
20 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
1 of 5 bubbles Reviewed December 27, 2010

We received exceptionally, insultingly poor service at this hotel. To start off, the employee at the front desk lost our reservation. After we were able to "prove" our reservation by presenting our printed-off reservation receipt, we were grudgingly granted a room. We received a roll-away bed in our room without a pillow or blanket. We called housekeeping with a request for these items, and were assured that we would receive them within ten minutes. We called again after an hour, and went down to inquire at the front desk after two hours. The head manager who was at the desk was brusque and defensive. After another hour (three hours after our initial call) we called again. Finally, after four hours, the housekeeper came with only half of the items requested. When we asked her for a blanket, she said that we had never requested one; however, we speak spanish as well as english, and were able to see that "blanket" was indeed written on her list. We finally received the blanket thirty minutes later with a hasty apology from the manager. We found this service to be extremely insulting and poor. While the guest rooms are nice, I would not recommend this hotel to anyone due to its extremely poor service.

  • Stayed December 2010, traveled with family
    • Service
Helpful?
Thank nadomom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ann Arbor
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed December 27, 2010

Pros
Rooms are nice. Free breakfast a plus.  Located near many restaurants and a block from Isla Verde beach.

Cons
Front desk extremely disorganized, very slow check in, unwilling to explain room charges.

Major stench by the pool on our second day, smells like sewage (due to proximity of trash trucks, says staff).

Location advertises a pool bar and restaurant, but it was not open during posted hours. After many complaints from patrons, staff reluctantly opened it.

Back bedrooms are quiet, but do not count on using the sofabed in the living area if you want to sleep. Loud music from the atrium goes til midnight.

Location advertises room safes, but front desk could not locate key for ours,  so no safe for us.

  • Stayed December 2010
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SmdAnnArbor
This review is the subjective opinion of a TripAdvisor member 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):
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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