The Condado Plaza Hotel

I attempted to check in online and noticed I was booked for two rooms instead of one. I called the hotel to clarify. A woman answered and initially seemed helpful but placed me on hold and never returned. I tried calling several more times with no answer. Upon arrival, I informed the front desk that I had been left on hold earlier. The staff member showed no concern and continued with his tasks. Since we arrived early, he stated he would notify me when the room was ready — that notification never came. While waiting, we went to the pool area. I ordered a margarita that was undrinkable and had to order something else. Kimberly, our waitress, was pleasant and accommodating — she was one of the few positives of the stay. The wings were decent, but the nachos were poorly prepared, the hummus was mediocre, and the pita bread tasted stale. At 4:00 p.m., we returned to the front desk to check on the status of our room since we were never notified and that was the oficial check-in time and was finally given a key. Only one elevator was working, and wait times were excessive. The hotel itself is in serious need of renovations. Hilton should reconsider allowing its name to be associated with this property. The hallway carpets were stained and had an unpleasant odor. The door panel to our room was broken, although we were still able to access the room. The photos on the website are misleading and do not accurately reflect the current condition of the property. The bathroom was a decent size; however, I was surprised to find the refrigerator and coffee maker placed inside the bathroom, which I personally found unsanitary. Additionally, exposed cables under the desk appeared to be a potential safety hazard. The only positives were the ocean view from the 9th floor and direct beach access. Overall, this hotel is not worth the price. I would strongly recommend booking elsewhere.

Just awful. The room floors were extremely slippery and felt slimy, which was honestly unsafe. Constant noise from slamming doors made it impossible to rest. Could hear conversations in next room as well as bathroom didn’t have door just sliders that were so squeaky waking everyone up if someone used at night. Service was poor overall, including an unfriendly bartender. Wait times were excessive — 20+ minutes just to get coffee (which cost $6–$10 per cup). No complimentary coffee anywhere, which is surprising for a hotel. The pool area was in bad shape: broken seats at the pool bar and extremely loud, blasting music that made it unpleasant rather than relaxing. The adjoining beach was disgusting and smelled strongly like urine — truly gross. To make matters worse, older reviews from months ago mentioned a broken elevator — and it was still broken during our stay. Guests were forced to use a service elevator that was dirty and unpleasant. Overall, poor maintenance, bad service, and zero attention to guest comfort. Would not stay here again.

Awful trip. Paid in full over a month before our stay. Checked in online before arrival. Got stuck at PHL airport because of an ice storm. Was on the plane from 9pm-6:30 am between delays and having to people deboard. Got to the hotel at 7:15am. Was told they do not have a room for us, after 7am they give the room away if you are not physically there. Although, if we had called them they would have held the room. At the same time, we were told they over booked by 18 rooms. Sat in the lobby with our two young kids for over 2 hours trying to figure out what to do since they told us we were out of luck, there was nothing they could. No other hotels had availably. A manager clocked in, and they "found" us a room. the lock part on the door was missing, we could not enter the room. Go back down to the lobby, they hand us ANOTHER room key. We go to this other room and were able to get in. The room was NOT clean. Hairs on the floor, table not wiped, bathroom was not wiped down. The beds were made, it was good enough. At that point we had been traveling for over 12 hours with littles. We needed showers and a nap. I've contacted HILTON, OVER THREE times. No response to any emails (I tried different emails as well). I did an online chat, they said they would forward to the appropriate department. Have not heard back from anyone. I do not know how they are still under the Hilton brand. It was by far not up par with how Hilton represents themselves. Hilton.... DO BETTER

This hotel needs to improve and update the outside facilities. The pool is very tired! There is a tiny outside pool bar with broken seats. There is only a few random chairs next to the bar. The music was very loud and not too much variety. The DJ played mostly Puerto Rican music. Also, there was only one working elevator. Thankfully, we could go next door to the Hilton Garden pool and restaurant.

This hotel needs lots of work, hallway carpet old and stained. Patio furniture and light by the bed was rusty. One elevator not working, guest had to use service elevator to get to the lobby. Very poor value for what you pay and get.

I am arriving Thursday, February 5. For the past 3 days I’ve called the hotel direct line at 1-787-721-1000 and at 1-787-977-4769. NO ANSWER. I called Hilton reservation and they too couldn’t get someone to answer the phone. Not even the manager. WHY ARE YOU NOT ANSWERING THE PHONE? I just want to get confirmation that I will be getting the room # I selected. I read more negative reviews for this hotel than any hotel I’ve stayed. But my sister wanted to stay here for whatever reason. I hope I enjoy my stay despite all the negative reviews. I will write another review after my trip.

I would never go back to this hotel, pretty bad as this is a Hilton. The hotel and rooms were very dated, 80's theme and hotel lobby as well. Only 1 elevator was working and seems it's been out of order for some time. Halls carpeting was very old and dirty. In the room curtain sheers were dirty on the bottom as well as the curtains. Balcony was crying for a paint job and plaster remodeling. Rooms smelled musty. Who puts the coffee nook and closet in the bathroom?!!!! No doors in the bathroom only 2 sliding doors that has major gaps and could hear everything!!! I was with a friend and neighbor and not appropriate to share personal habits. My advice is go somewhere else!!!

As mentioned by most this is now a Hilton in name only. There are no restaurants open, the rooms are VERY poorly furnished, only the view remains. To take any meals you have to use the one central elevator that is working and cross the road to another Hilton. Problem here is is you can't charge this to your room. This is the worst Hilton we have ever stayed in and for what is offered it is way over priced

The Condado Plaza was once the star of San Juan but that is no longer the case. The room smelled like mold on the first night, and bleach on the second and every night after that. Moisture had seeped into the wall, under the paint, as evidenced by places on the wall where the paint inflated to form a dome of sorts. I asked for a room change but the hotel was full. The hotel was full so they could not give me another room. When I went to the front desk to request change for the vending machine to get bottled water, they had none. And it wasn't until the next day that I learned guests are given free bottled water at the same front desk but you have to ask for it. The cafe was staffed by just one person during the morning and I waited 15 minutes behind just two people to make a coffee order (the coffee was delicious). The deck outside the cafe was persistently closed due to wet floors that had not been mopped. And at least one elevator was down each day - one day two were down. I travel regularly to Puerto Rico and will never return.