Condado Palm Inn San Juan, Tapestry Collection by Hilton

La ubicación, el cuarto, la vista. Buen aire acondicionado. La atención de personal de recepción.

El Lobby olía mal, los elevadores también olian mal.

I booked two rooms for two nights at Condado Palm Inn Tapestry Collection by Hilton on March 16, 2026 but was never able to access a guest room. Upon arrival, the unkept condition of the property and immediate surroundings raised concerns. The exterior area and entrance did not reflect what I would expect from a Hilton-branded property, with individuals gathered near the entrance who appeared unresponsive and the overall environment feeling unsafe, unclean and poorly maintained. During check-in I used an elevator located immediately next to the front desk to briefly view the room before bringing up luggage. There were no signs, warnings, or restrictions indicating it was not a guest-accessible elevator. Instead of taking me to a guest floor, the elevator opened to what appeared to be an abandoned, non-operational kitchen/service area. There was no lighting, no air conditioning, no staff present, and no way to return to the lobby, as the elevator buttons were not functioning. I was stuck there alone for approximately 45 minutes until an employee transporting a laundry cart eventually opened the elevator. This is a serious safety and operational failure. After returning to the front desk, I informed management that I could not stay and needed to leave the property. This required immediate relocation. The Assistant General Manager indicated that the small price difference for the alternate hotel would be covered. Despite never receiving a room or accessing guest accommodations, the hotel charged $458.60. This is not a matter of expectations—it is a situation where: • The property condition did not meet brand standards • A guest-accessible elevator led to a non-operational area • There were no warnings or safeguards in place • A guest was unable to exit for an extended period • Charges were applied for accommodations that were never provided Attempts to resolve this directly with the hotel have been unsuccessful, including extended hold times and disconnected calls. Calls to Hilton customer service have been equally unsuccessful. Travelers should carefully consider these factors when booking. This experience is inconsistent with what I would expect from a Hilton-branded property.

great location pool open 24hrs

hot water went out and wasn't told and staff didn't seem to care. small rooms

The cleaning service was great! Ireve was incredibly nice and did an amazing job and went above and beyond for our room.

Nice location across from the beach

Nothing really stands out as spectacular. Breakfast was not great ok at best

Amazing cleaners and amazing breakfast!!

It is a very nice property and I enjoy staying there.

I booked a room with a sofa but didn’t get a room with a sofa.