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at the El San Juan Hotel
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Robbed & Ignored @ The El San Juan
Jan 16th, 2021
In July of 2020, I visited with friends and family for a 7 day vacation. The day before my departure my room was broken into and a very precious Morganite and rose gold ring was stolen, while we were out by the pool. I immediately contacted security and management. They stated they had to do an investigation and once they were done they would be in contact with me. They concluded the investigation while I was at the hotel. The head of security stated that the hotel was going to reimburse me for my ring and that the hotel management and insurance company would be in contact with me. Well, after months of me contacting the hotel, where all of a sudden no one speaks English, and trying to contact the insurance company, again where no one speaks English, I still have not heard from security, hotel management or the insurance company. My stolen $3,000 ring has NEVER been reimbursed, which I have provided receipts and a certificate of authenticity for. If you value your possessions and don’t want to be robbed don’t stay here! The security and management will totally ignore you as a victim of a crime. TRIPADVISOR.COM USER
Great pool staff
Jan 16th, 2021
We have had the best experience at this resort! The pool manager Lisa has been fantastic. She noticed we had a small infant and mAde sure we had all the accommodations needed to keep her happy and out of the sun. I couldn’t have better things to say about this location. This is our first time here and we will definitely be back. TRIPADVISOR.COM USER
Jan 15th, 2021
Well the great news is Angelo and one lady at the front desk. It’s my understanding that El San Juan is under new management so expect changes. Yet I don’t believe all change is for the good. Angelo works at the front when you first check into the hotel. He is amazing. Respectful, polite, kind, and caring the treatment we are all expecting on vacation. Then you hit the new management. That does not care you took a flight, might of had layovers, traveling with kids etc. They only care about how much money you are spending right now. The hotel offers these great pool side views, and ocean views but instead you walk into a room and see the top of a random building. Imagine an unfinished white basement. For the cost, definitely not worth the stay. Yet once again Angelo is amazing and comes through with his wise wisdom, 25 years of experience and makes your day just feel a little better. El San Juan needs to remember they are still providing customer service, and regardless of the financial state of the economy the only thing that will improve there status is having team members like Angelo. TRIPADVISOR.COM USER
Gorgeous property! Beaches were stunning!
Jan 15th, 2021
Great food! Great location! Walking distance to restaurants and shops. Joi at the front desk was so happy and sweet! Alexandra was the best server and helped us plan what to do there! The tuna poke bowl was the best! Ate it for lunch and dinner! Will definitely come back again! TRIPADVISOR.COM USER
Perfect weekend with family
Jan 11th, 2021
This is by far my favorite hotel to stay at in PR. This was my third time staying here and I plan on going back soon. My kids had such a fun time from playing on the beach or watching the iguanas take a quick dip in the pool. The water yoga class was so much fun the instructor was amazing. My kids even joined the class and learned lots of new techniques. If you want to relax and get that spa feel while tanning this is the place for you. TRIPADVISOR.COM USER
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