InterContinental San Juan

5961 Isla Verde Avenue | Carolina 00979-5720  [SEE MAP]Carolina  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 1

False advertisement and terrible administration

Jul 15th, 2020

1. Upon arrival, (2 petite women with large suitcases) had to haul our large suitcases up the ramp while the “bellboy" watched us struggle and didn’t even hold the door for us. 2. Despite promotion we were not temperature checked upon entering the premise. It wasn’t until after we checked in that we had our temperature check. We felt safer in stores of San Juan where you were temperature checked before even entering the building. Also, they are offering a $300 promotion for locals of Puerto Rico so the pool is filled with children/ non-hotel guests. Common areas such as the pool and elevators are crowded and no regulation of social distancing is enforced by staff. 3. Our “lagoon view” room was a FILTHY sliding glass door that has a view of church’s chicken. 4. FINAL straw- we left our service sign at 11am returned at 5pm to a dirty room and housekeeping outside. We told them that we would shower and to please return within an hour to clean. We returned at 9pm still unserviced, called reception for an hour never got through then called security demanding someone document this. At 10:30pm the cleaning lady came banging on our door arguing with me and taking 0 accountability for the lack of service. In conclusion, this hotel is TRASH the people that work here do not value the guests nor do they respect guidelines during a pandemic. There is no way this is even considered luxury next trip I will not hesitate to book at the Fairmont when returning to Puerto Rico. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Could not get service

Jul 13th, 2020

Would have loved to tried this place, but they ignored us and then when I flagged someone down they said someone else would help us. We left after 25 minutes of no service. Disappointed!! Menu looked amazing, albeit pricey. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Very Bad Coordination

Jul 3rd, 2020

When a I made the reservation I ask for 2 beds, what a got? 1 bed and futon. Then I ask in front desk people for a room with 2 bed and they said they don't have more rooms with 2 beds, but, they can send a person for help me with the futon. NO PEOPLE, I don't pay almost $400 for sleeping in a futon. Not acceptable. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Just an Average hotel

Jun 25th, 2020

Pros; Hotel is very spacious and seems that was recently remodeled. Staff was friendly in the front desk area. Parking is free, but across the street. Very nice beach area and pool size was adequate. However, I could see being a problem if the hotel would be at least 50 percent capacity. Cons: There was a lot of noises throughout the night within the rooms near us. There was no security. I never saw one in the entrance or within the premises. The beach bar opens at 11:30am, which was ridiculous. However, the employees are just hanging around from 8am not doing nothing and refuse to service even water. A lady by the pool area wanted me to wear a mask inside the pool, this was evident the lady was poorly train or no clue how the whole mask works. I waited 45 minutes in a 2 person line to pay for a water at this small coffee shop area in the lobby area, it was ridiculous and again hotel was probably at 20-30 percent capacity. It’s very evident that hotel needs some work, maybe new management to match up any 4 or above hotel. I would definitely recommend checking around for other better places. This one, was just an average HO Jo stay. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Disappointing 3rd stay

Mar 15th, 2020

This was our 3rd trip to Puerto Rico and our 3rd stay at this hotel. We were expecting great things following their renovation, but we were very disappointed. Unfortunately the construction wasn't finished and the club area amenities were not available. Our first stay was in 2017 for a medical conference and we were impressed, particularly with the exceptional service we received from their concierge Nestor Colon. We returned the second time in 2019 mainly for their concierge, Nestor Colon, who was immensely helpful on our first trip and became a friend. We stayed in the club suites the second time and enjoyed the larger rooms, easy pool and beach access and complimentary food and beverages. When we returned this year we again stayed in the Club level. We were very disappointed in the renovations, we expected better, and were disappointed that the food and beverages were not available since the area was still being renovated. The hotel did not offer anything in return for this lost service. Overall the hotel was largely unchanged from last year. The service at the beach side restaurant, Ocean Breeze, was terrible and the food was very average which was much worse than our experience last year. I brought my concerns to management and spoke to Karoline Montoya. To her credit she listened and seemed to genuinely care about my concerns. She vowed to make improvements based on our concerns and she did what she could to improve our stay. On the bright side we did have some individuals who made our stay memorable and I would like to recognize them: We continued to receive stellar service from their concierge Nestor Colon. Nestor is very good at what he does and offers a seamless service when it comes to arranging restaurants and activities. He is also a wonderful human being and has become a good friend. He is a consummate professional. We would follow Nestor wherever he goes. We are more loyal to Nestor than to the hotel. The bellman, William, greeted us when we arrived with his usual smile and joyful spirit. We remembered him from our previous trips. His customer service is easy for him because he is such a good person. He invited us to have a coffee with he and his wife when we return and made us feel part of his family. He is a role model that should train the other bellmen. Our housekeeper, Arelis F., also went out of her way to make our stay memorable. She personalized her service to our needs and provided fun extras like towel animals and candies. She was so friendly and caring and made us feel part of her family. She also should be a role model to others. Given all of this, we will likely give this hotel another opportunity when we return to Puerto Rico next year. I am willing to give the management the benefit of the doubt that they will fix the things that I brought to their attention. Plus, we look forward to seeing our friends Nestor, William and Arelis again. The hotel would be wise to honor these individuals because of their exceptional customer service, and management should realize our loyalty lies more with them than with the hotel. TRIPADVISOR.COM USER 

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