Embassy Suites by Hilton San Juan Hotel & Casino

Customer ratings & reviews

TripAdvisor Traveler Rating

3364 reviews

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  STAY AWAY!

  This hotel has a scam going where they will put a letter under the door stating that you broke their no smoking rule and will add a $500 charge to your bill! We did not smoke in the room, and although we made our point known they did not remove the charge. Look at other reviews that state the same thing. STAY AWAY!!

  Oct 31, 2025
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  BE AWARE – STAY AWAY from this hotel. You will be glad you did...

  Based on my experience, they will lie, rip you off, and treat guests with complete disrespect and without any consideration or effort to uncover the facts or truth. According to them, a sensor indicated there was a smoke-producing product detected inside my room (I do not smoke and did not allow anyone to smoke inside). This resulted in an erroneous $500.00 smoking violation added to my bill, which they forced me to pay while completing the checkout process despite an open Guest Assistance case. Not only did they disregard my repeated requests to investigate or consider the possibility of faulty equipment, but the treatment I received from Alejandro Rios Cardona, Director of Operations, was humiliating and offensive. He loudly stated he doesn’t have time to call back any of the guests or to deal with complaints. He showed zero professionalism and was belligerent. The management of this hotel has no morals and uses false accusations as a pretext to exact excessive amounts of money from their guests. They should be investigated and punished to the maximum extent of the law. Do yourself a huge favor and choose another hotel.

  Oct 03, 2025
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  STAY AWAY

  By far the worst stay at any embassy suites I have had. This location runs fraudulent charges on your credit card for “smoking fees” even though anything can set off their sensors. I am 8 months pregnant therefore I do not smoke nor have I ever been a smoker, my husband who was the only other person in the room does not smoke as well. They claim they will not remove the $500 charge because it is an accurate report. I found this to be very disrespectful as of course I am pregnant and would not put my baby in utero in any harm. This hotel is running a fraud scheme to add extra money in their pockets. I should have listened to the other reviews that claim the same thing happened to them. We received a letter from security at 3:00 am. And a charge of $560 on top of the $330 for the room. While we were sleeping. Also getting hold of a manager at this location is impossible but apparently corporate Hilton was able to contact said manager within minutes which proves that management was just avoiding speaking to me. Very unprofessional. I even insisted for them to inspect the room which they refused. Just goes to show they want extra money In their pockets and this is the way to do it apparently. Steer clear of this hotel. If you are wanting to pay $900+ stay at the Ritz Carlton resort which would not allow this to happen. Vacation was ruined because of this hotel. What I used was a revlon blow out brush which does produce steam when blow drying hair. This was the cause for the sensor going off. I used this before going to dinner at 5:30 p.m. the sensor was triggered at 5:01, ridiculous that a woman can’t even style her hair in comfort without getting penalized with a $560 fee. Never have I had this happen. The gentleman Jose in the front desk even agreed that that was what set off the detector since he could clearly see im pregnant but they are still unwilling to refund the charge. My outlook on embassy suites has now shifted and have been very displeased on top of being disrespected at this location with this fraudulent claim. They claim it will not trigger smoke caused by hair products but that is very much untrue since we were charged this insane fee.

  Oct 02, 2025
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  A Nightmare to Resolve – Unjust Smoking Fee and No Accountability

  I stayed at the Embassy Suites by Hilton San Juan from September 11th to 13th, 2025. On the last night, I was charged a $500 smoking fee, even though neither I nor my partner are smokers, and we absolutely did not smoke in the room or anywhere inside the hotel. What followed was a complete nightmare. We tried to resolve the issue immediately at the front desk, but were told only the manager (Alejandro Rios) could cancel the charge. Since we had to leave for the airport early, we couldn’t speak to him in person. Over the next several days, we made multiple attempts to contact him, but he was unavailable and ultimately dismissed our concerns without reviewing the case properly. We were then told to contact Hilton Guest Assistance, who opened a case, only to later redirect us back to the hotel. This back-and-forth between Hilton and the hotel has been exhausting and completely unproductive. Neither side has shown any willingness to investigate the situation seriously. To make matters worse, Hilton’s own agent acknowledged that multiple guests have complained about similar smoking charges, and there are several reviews online confirming this pattern. It feels like a recurring issue that no one wants to take responsibility for. This experience has been incredibly disappointing and stressful. I strongly urge future guests to be cautious and protect themselves from unjust charges that may be difficult or impossible to dispute.

  Oct 01, 2025
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  Beware of bogus charges!

  I enjoyed my stay with Embassy Suites San Juan Hotel & Casino at 8000 Tartak ave. The morning breakfast staff as well as the happy hour staff were absolutely delightful, 5 star service. I will give a word of caution and hence my low review. My coworker got hit with a $500 charge to her room for setting off the smoke alarm. Keep in mind, no alarm went off and she does not smoke. I heard of this happening with other guest staying at the same hotel-this must be a thing with this hotel. Because of this, unfortunately I will not be going back for fear of bogus charges.

  Sep 30, 2025