San Juan Marriott Resort & Stellaris Casino

1309 Ashford Avenue | San Juan 00907-1324  [SEE MAP]San Juan  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 1

Smelly, crowds, Bad service and communication.

Jul 21st, 2020

Marriot is a big hotel of 500 rooms, lets start with the long line of people waiting for the elevators because only two elevator work. In weekends, the hotel resort is full of local people because of the 35$ pass/day. Crowded place because of the unlimited number who buy day pass in resort. You will smell marijuana everywhere. The pool is very shallow, not even 4 feet. Moreover, On there website, all the amenities were listed as available with the hours, and 6 restaurants when there is only two of them with limited menu. We have been told by the reception that the spa and gym will be open on 15 July. Thereby we made our reservation on this place, but they were not honest about it. I wish they told us ahead that they don’t know for sure when it is gonna open because of Covid. Although they directed us to go the spa next street, I really don’t understand why other places open in San Juan but not the Marriott . For the beach, they take out the chairs you set On after 6 PM. Which it is not convenient especially in Breezy days in Puerto rico. Also, they have told us that the Bar is opened until 10 Pm every night, but were shocked when it was closed at 8:20 pm. after asking why, we found out that the bartender leave if there is no customers, it is very sad for big place like the Marriott to be inconsistent in hours and services. Plus when the bar was open, they can not make some cocktails because their bars are not fully stuck. Same thing with their restaurant, there is only 3 choices for breakfast And two for dinner/launch. One day we went to order pizza, but they had to go and get dough from outside shop. After giving us the room key we were surprised that the room was hot, no coffee machine, no microwave in all rooms. Then we told them and they changed the room but the other room’s TV does not work. Again, we talked to them 3 times and finally they change it to another Tv that has not set up to any channels. Called them 3 times to get clean towels and waited two days for that We paid 355$/night for a week, we had 500$ credit in the hotel to be spent, with the limited menu and bar and closed spa and Gym we were not able to spend all of it. It worth mentioning than it can not be used for some service such as laundry. they told us we can use it for later but after checking out I tried to by some pastry from them they said that they can not because I check out, then I asked them if I check in now will I be able to use my credit? They said NO. I am very disappointed with how the mislead me in my vacation, I did not like how they communicate, they use Covid 19 as excuse for the bad service. Worst vacation ever! TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Stay elsewhere

Jul 18th, 2020

Soooo disappointing!!! Spend the extra money and stay elsewhere. The hotel room was such a mess. The shower wasn’t properly cleaned nor was the drain. We ended up cleaning it ourselves so we could take a proper shower. We also booked our room about a month prior and were not properly notified about the COVID changes. I might have missed this, but I even looked at my emails to make sure I didn’t miss the part that said room cleaning would only be offered once during our stay. The hotel is in front of the beach. Give me a break. You bring so much sand with you that it’s impossible to be comfortable after not having the room cleaned after just a day. The beach atmosphere could also use some improvement. They don’t seem to have any smoking regulations on the beach as people were smoking left and right and disposing of there cigarettes in the sand. So disgusting. Don’t recommend for honeymooners or families. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Hardly a 4 star !

Jul 18th, 2020

This hotel was worse than a 2 star. The first room we got had a broken air conditioner. They gave us another room and the TV didn't work properly. Over a period of 5 days they gave us another remote. That was not the problem. I requested a tech, but after 2 visits, he didn't get it fixed. We gave up on that. Took 2 days of repeated requests to get more towels. And beware, this hotel claims to have several amenities. I asked about the spa and gym. They said that they were closed and to go down the street to others located outside the hotel. Also, no breakfast buffet. pool bars close at 5 PM, even though the pool was open till 11. The inside bar closes whenever they feel like it. 8:30 one night, 9:30 sometimes. On weekends, they sell day passes to the locals, so the hotel was full of boisterous people and the smell of marijuana everywhere. Be prepared to fork over $50 per day deposit, even though I had $500 in hotel credit. I can't imagine a hotel with over 500 rooms, having this many incompetent employees and very little in the way of service and the lack of amenities. Please do not believe what you read on their website. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Beautiful view

Jul 16th, 2020

My daughter (13 y/o) and I stayed here in early March 2020. We had such a good time. We enjoyed both pools and especially the beach access. Great location, close to lots of amazing restaurants. The staff was so warm and welcoming and went above and beyond to make sure we had a great first trip to Puerto Rico. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Horrible Service Horrible Stay

Jul 9th, 2020

I have been a loyal Marriott Member for many years. I have achieved Lifetime Titanium status. So, it is difficult for me to write this review, but feel I must after trying to rectify things with the hotel and they have not contacted me after several attempts on my part. My entire stay (ten days) was absolutely the worst. First of all, I do understand that with COVID-19, things would be different. However, it seems that the staff and management have basically given up on providing adequate service to guest staying at the hotel. From the time I checked in (which was a nightmare) until I checked out (actually...could not check out because no one was on duty), this was a bad experience. I was told due to limited staff, rooms were being serviced every three days, which was okay. After three days, my room was serviced.. However, my room was not serviced again until after five days and I complained several times to the front desk. Trash was piling up outside the elevators and horrible odor throughout. Trash would stay two or three days. Out of five elevators, only two would operate at one time. Water was all over the floor from people running from the pool to the restrooms and back. I asked to speak to a manager and was told one was not available and they would have someone call me. I asked and left my number three times and still have not gotten a call from anyone. I even called on Monday, July 6th to request someone from management call me and I am still waiting. I am not going to hold my breath. I have now reached out to Marriott Corporate after giving hotel management the opportunity to contact me and they have not. TRIPADVISOR.COM USER 

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