Embassy Suites by Hilton San Juan - Hotel & Casino

Nice property

My stay at this hotel was average. I have stayed at other hotels in the island, but since I was traveling with my 5-year-old granddaughter I chose this hotel based on my previous experiences at other Embassy Hotels. I will start with the good. The pool area was definitely the highlight of this property. It was clean, well -maintained and a nice place to relax. It was not too deep, so my granddaughter felt very comfortable "swimming" around the landscaped areas. Plenty of lounge chairs and towels available. It is a beautiful hotel and there is a restaurant inside. I ate there the first night and while the food was nothing to rave about it served the purpose of satisfying our growling bellies. Beach is about two blocks from hotel, and you do have to cross a very busy street. Did not take advantage of lounge chairs because I did not feel like walking to the area where they are set up. I have to say I agree with one of the reviews as the breakfast here was by far the worst I've ever had. I do not eat eggs, so the omelet station was not a highlight for me. The waffles, usually my granddaughter's favorite were inedible. I think they had some type of custard or maybe cream of wheat which was just as bad as the waffles. The breakfast potatoes, which are usually my favorite breakfast item were a thumbs down for me as well. With that said, I found myself looking for other breakfast options. Even took an Uber to Panaderia Espana. The tostada with butter there was better than any breakfast item at the Embassy. They also offer a Happy Hour type of perk and what a disappointment that was. Soggy popcorn, soggy pork rinds and the next night soggy trail mix. All I am going to say is take note from the Drury Hotel chains and their Happy Hour. While I understand that all hotel chains are different, I do believe that if you are going to offer that perk, charge all type of resort fees, at least make the food edible and pleasing to the eye. Another area that could use improvement is customer service. While the staff was professional enough, most were not particularly welcoming or friendly. On the day of my arrival, I made a line to check in. Yes, check in is at 4pm and I did arrive early (around 3:20pm). I was asked for my information, my credit card was swiped and was even given a room key card, although no room number was assigned. I was told I would get a text or call once my room was ready. I waited in the lobby until the text came in. I noticed there was a huge line, so I tried to get the attention of another customer service person to ask what my next steps were once I got the text since I didn't think I would have to make the line again. Not only did she blatantly ignore me but just seemed bothered that I was trying to get her attention. When I was able to finally get her attention before I could even finish my inquire, she just said I had to get in line. I told her that I already made the line, was given a room key, waited in the lobby, received the text about the room being ready and all I needed was a room number. Well, she just kept cutting me off and kept saying I had to get in line. Honestly, I am embarrassed to admit that this girl got the best of me. I got in the line pissed as hell and when I reached the counter, I didn't even make eye contact with the person taking care of me (not the rude one). Once I was finally given my room info, I asked for the name of the girl who needs some serious customer service training: KIMBERLY I feel that if all this had been explained from the beginning when I first reached the service counter, then there would have been no confusion as to what to do once I received a text that the room was ready. Had I not been traveling alone with my granddaughter, up since 3:30 am that morning for my flight to PR and of course the hassle of a cancellation after proof of how customers are treated, I would have left to another hotel. The two genuinely friendly faces I encountered each morning was the lady monitoring the pool area entrance and a tall male bell attendant who I saw greeting EVERYONE with a smile, even me, knowing I was the pissed off lady. My first and last time at this particular Embassy property.

Todo

My experience at this hotel was extremely disappointing and frustrating. I stayed there with my mother, sister, and daughter because the following day was my daughter’s graduation — a very special moment for our family. We spent much of our time getting ready for that important event, using hair dryers, getting dressed, and preparing for the celebration. To my surprise, after our stay, we were charged a smoking fee that I strongly believe was completely unjustified. At no point did anyone smoke in the room, so receiving this charge was shocking and upsetting. What made the situation worse was the lack of clear communication, transparency, and what felt like little interest in hearing our side or properly investigating before applying the charge. This experience left me feeling disrespected, unfairly treated, and extremely disappointed as a guest. On top of that, receiving unexpected charges without a clear explanation creates serious concerns and damages trust in how additional fees are handled. Because of this experience, I would not recommend this hotel for vacations or family stays. Guests expect transparency, fairness, and professionalism when issues arise. My advice to future guests is to carefully review all charges, request documentation or evidence for any additional fees, and keep records of the room condition during their stay. Unfortunately, what was supposed to be a special family occasion ended up being overshadowed by a very unpleasant experience.”

My experience at this hotel was extremely disappointing and frustrating. I stayed there with my mother, sister, and daughter because the following day was my daughter’s graduation — a very special moment for our family. We spent much of our time getting ready for that important event, using hair dryers, getting dressed, and preparing for the celebration. To my surprise, after our stay, we were charged a smoking fee that I strongly believe was completely unjustified. At no point did anyone smoke in the room, so receiving this charge was shocking and upsetting. What made the situation worse was the lack of clear communication, transparency, and what felt like little interest in hearing our side or properly investigating before applying the charge. This experience left me feeling disrespected, unfairly treated, and extremely disappointed as a guest. On top of that, receiving unexpected charges without a clear explanation creates serious concerns and damages trust in how additional fees are handled. Because of this experience, I would not recommend this hotel for vacations or family stays. Guests expect transparency, fairness, and professionalism when issues arise. My advice to future guests is to carefully review all charges, request documentation or evidence for any additional fees, and keep records of the room condition during their stay. Unfortunately, what was supposed to be a special family occasion ended up being overshadowed by a very unpleasant experience.”

Location, clean, breakfast included, coffee shop…

Front Desk Staff treatment and security