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“Great hotel, worst service ever!!!”

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El Conquistador Resort, A Waldorf Astoria Resort
Ranked #2 of 4 Hotels in Fajardo
Certificate of Excellence
Reviewed June 14, 2013

My boyfriend and I are staying at a beautiful property but the service is terrible, having to wait at the pool bar for two piña coladas, the menus were old and from a closed restaurant, the bar tender wasn't friendly and no eye contact, welcome or anything, same story at the bell station, 5 employees standing, not even a hello. We valet our car and when we came from dinner took forever for them to assist us, making us walk to the bell stand to hand them the keys...so disappointing after paying 300 per night.

  • Stayed: June 2013, traveled as a couple
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1  Thank DaphneWood3259
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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4,443 - 4,449 of 7,743 reviews

Reviewed June 14, 2013 via mobile

Is this like the Waldorf Astoria in New York or Boca Raton? No. But it is a solid resort with an amazing plus....Palomino Island. Set up like a cruise ship private island it is a beautiful wonderful beach with hiking and outdoor sports as well. We saw guests horse back riding which looked awesome. There are two clothing optional beaches to hike to and they are very secluded. They have a very large boat to bring you back and forth. The island in and of itself is worth the stay. The views of the rooms are wonderful. Stay in the "V" section of the hotel. You will see what I mean when your there. The rooms are solid and clean. If it was not a Waldorf property I would give it a 5 but since your paying for the Waldorf experience I give it a 4.

  • Stayed: June 2013
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1  Thank TheHopefulTraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 14, 2013

Have stayed in many many hotels in the caribbean and this one was by far the worst.

We stayed in building 4 on the 2nd floor.

The hotel room had a bad smell as soon as we walked in..it just smelled funky. The couch in the room had stains and there were bugs crawling all over the TV stand. The bathroom was terrible, gross mildew all over the tiles. The closet was in the bathroom and I guess the humidity from the bathroom made the closet smell like mold. We never opened the closet again and just left our stuff in our suitcases.

The pool was just as bad. We saw on several occasions bugs (cockroaches) floating in the water.

The service was a joke. We attempted to get a drink at the bar by the pool and the bartender just looked at us and went back to what they were doing.

They have their own private island..wasn't so impressed. Just be warned, try to sit on the top of the ferry going there and back. The bottom seating area smells disgusting.

I would not recommend for anyone to stay at this hotel.

Room Tip: Don't bother to upgrade your room to an "ocean view room". I opted to pay an extra $1...
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  • Stayed: June 2013, traveled with friends
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Thank bullie143
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 14, 2013

I read many review before going to this resort. I must say I would have to disagree with the negative reviews. We went as a couple and had a fantastic time. The staff was friendly and the room was clean and comfortable. I will say it was expensive but I expected a resort to be. If you can rent a car and there are several places to eat outside of the resort as well as a grocery store. I don't have anything bad to say we had a great time!

  • Stayed: June 2013, traveled as a couple
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Review collected in partnership with Waldorf Astoria
Thank Lasley W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 13, 2013

We stayed for my daughters graduation and had a very good time, the hotel is lovely and the common grounds are very nice. The food in Café Caribe was ok, the food at the strip house was very good. The Coqui Water Park is spr fun and Palomino Island is beautiful. The Hotel halls needed an update and the rooms were nice and the view amazing!!!!
When we got there we were received by Ishra I believe that was here name she was wonderful and very helpful.

  • Stayed: June 2013, traveled with family
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Thank JacquelineBiasco
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 13, 2013

Service was horrible, everything closed at 12pm. You cannot order room service after midnight and the only thing available was pizza till 1pm at the bar downstairs. I wanted to be on vacation and be able to hang out but after midnight the whole place shuts down and the lobby at 11pm was all dimmed. I have stayed at Waldorf Astoria hotels before and this was absolutely the worst. If i were Waldorf Astoria, I would take my name out of this resort. The only thing they got going is that their grounds are beautiful and if you get a room that looks at the water, it's gorgeous.

  • Stayed: June 2013, traveled as a couple
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Review collected in partnership with Waldorf Astoria
Thank Sheena Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 11, 2013

We stayed from May 30 to June 2, 2013 for the PRMA Convention. The overall stay was good, employee service was good and rooms were also good. However we want to highlight the service provided by one bartender attending the Bella Vista bar at the night shift every day, Fernando Concepcion. He was very professional with all customers regardless of the load of customers every night. The second night we visited the bar, he remembered everything we had the previous night and assisted us with a great smile and attitude. Thanks Fernando for your great service and please don't change, service like this is what PR needs and what makes us go back to this hotel.

  • Stayed: May 2013
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Thank NelidaPlaza
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fel93, Manager at El Conquistador Resort, A Waldorf Astoria Resort, responded to this reviewResponded June 12, 2013

Thank you for sharing your experience with us from your recent stay. We are happy to see you had a wonderful time during your convention and that you were able to enjoy the resort amenities. Thank you for acknowledging the service and hospitality you received by our team member. We have passed this on to our management team. We look forward to having you as our guest again soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about El Conquistador Resort, A Waldorf Astoria Resort

Address: 1000 El Conquistador Avenue, Fajardo 00738-3711, Puerto Rico
Location: Caribbean > Puerto Rico > Fajardo
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #2 of 4 Hotels in Fajardo
Price Range: $192 - $502 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — El Conquistador Resort, A Waldorf Astoria Resort 4*
Number of rooms: 918
Official Description (provided by the hotel):
Award-winning oceanfront resort perched atop a cliff, overlooking Caribbean Sea on one side & Atlantic Ocean on the other. Check out the dramatic views, the private island, relaxing spa golf course or the water park - it's all part of this Caribbean paradise. ... more   less 
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Also Known As:
El Conquistador Resort, a Waldorf Astoria Hotel Fajardo
Waldorf Astoria Fajardo
El Conquistador Hotel Puerto Rico
Conquistador Hotel Puerto Rico
El Conquistador Puerto Rico
El Conquistador Resort, A Waldorf Astoria Resort Puerto Rico/Fajardo

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