Embassy Suites by Hilton San Juan Hotel & Casino

Customer ratings & reviews

TripAdvisor Traveler Rating

3352 reviews

• 

  Go somewhere else

  This is a two star hotel. Booked two rooms and both were nasty. On checking there was trash in one room and the furniture needs to be replaced, old with stains and rips. Mattress have holes and then. Couch bed had covers and sheets on it from the last person in the room. My room I could only see out of two windows. Idk what was staining the other two. The carpet was stained. Housekeeping never refilled the body wash some times never gave new sips or the plastic for the ice bucket. Had an issue with them issues keys to my kids room to different guess who tired to entered around 11pm. Then they locked me out of my room when my partner asked for a new key could not get back in and had to wait several minutes because no one was at the front desk at 530am. The only good thing was breakfast and the restaurant. The pool and distance to the beach is also fine. They over charge here I will have to call because I have been trying to wait to have the pending charges clear but so far they have over charge by $300 dollars. Not sure how that’s possible. Not happy and would not stay here again.

  May 09, 2025
• 

  Positives outweigh negatives

  My wife and I spent a few days in San Juan for a mini-vacation during Spring Break. We very much enjoy the Embassy Suites hotels, so jumped at the opportunity. It was super close to the airport, so an Uber was inexpensive, though I wonder if there was a better way to get there... per the website, there is no shuttle. Walking is not an option. This Embassy Suites was a tad different, and kind of touristy, with an on-site casino (it is in the name, but I forgot about it since booking). There's a lot included in your stay: free breakfast, two free drinks per guest per night at an evening reception, and free use of beach chairs, towels, and umbrellas at the beach. It is about a quarter-mile walk to the beach, and you need to walk a bit more to get to the area staffed by Embassy Suites. What was cool is that the attendant provides you with the equipment and even "installs" your umbrella into the sand. We enjoyed our room - it was an Embassy Suites suite of course - and we got what we expected. We had plenty of room, and the bed was comfortable. Even though there are the classic Embassy Suites nature sounds, it was quiet at night. The shower was unexpected - it was clear where covered, and partially/permanently open. Good thing we like each other. Housekeeping was an area for improvement. They came to our room pretty late each day; it wasn't very convenient, and we had to skip it at least once. Somebody's room sevice tray/plates also was sitting in the corner outside our door for maybe the whole time we were there, and we saw a discarded towel near the elevator for about a day. Perhaps these were from rude guests, but within a few hours *somebody* should have seen this and taken care of it, as a matter of pride. One downside is you need to have a wristband to access any of the complementary stuff. They say you just have to have it on your person (not worn necessarily), and I did not think there was much enforcement of the policy, but it was a little irritating. I did spend an hour or so at the casino playing blackjack (when we were there, there was a $5 min blackjack table, so even if unlucky, you can play for a while if you like). There are onsite dining options, and we ate at the bar the first night because we showed up late. The food and service were super!! (Cesar if I remember right.) We went to El Patio restaurant a couple of nights into the stay and was less impressed (slow). It is my custom to leave information for traveling athletes. The pool is for lounging, not swimming laps. If you open water swim at the beach, know there are no lifeguards. There's not a great place to run, honestly. The advice I got from the front desk was to run back and forth on the sidewalk between the hotel and the beach. Um, no. I ran a couple of times on the perfectly adequate treadmill in the hotel gym but had to get out once. I planned a 3-mile out-and-back route on local roads. It was good enough, but there was lots of car and pedestrian traffic. I think there are some running trails in San Juan, but not close to the hotel. I tried not to worry about it - I got lots of steps exploring San Juan. The front desk was variable in helpfulness. I thought the welcome was great. At times, the front desk was simply too busy to help me. (I once was trying to buy some sodas, and had to give up after like 15 minutes of waiting.) I've been fairly critical in this review, but the positives outweigh the negatives. We probably would stay here again, though I might consider other options.

  May 05, 2025
• 

  Undisclosed Resort Fees when checking in????

  Pros -The hotel location is pretty close airport -Has a small casino in the lobby area and decent food options -Serves breakfast -Room size was decent and elevators were convenient -Luggage holding area Cons -Attendants provide answers that always seems to change when asked a second time to confirm -Housekeeping isn't always consistent and may need to call room service to touch up -Resort Fee: This was never advertised at all on their official website and seems super bait and switch. It's about $49.95/night with all of the fees included. Leaving 1 star for this as I do not like this surprise $200 charge for a 4 night stay. Resort Charge: $45.00 Suite Tax: $4.95

  May 04, 2025
• 

  A little disappointing from a service perspective

  I would have to say I was disappointed in my experience at this property. 3 stars may be generous, probably it's more like 2½ stars but I'll "round up". The most important thing - the room's cleanliness, comfort, noise level, and functionality of technology - was fine. But there were some aspects of service that fell short, and not up to the usual standards I expect from Embassy Suites or other middle- to high- end Hilton properties. 1. Check-in time is listed at 4:00 PM. We arrived at 3:45 PM, thinking we might get into the room a tad early. But, in fact we were told it would probably be at least an hour and maybe longer until we could get into the room. The hotel, to its credit, allowed us and other guests in this situation access to the pool, but it is kind of inconvenient to change into swimwear in the single-stall restrooms next to the pool. At 5:15 PM, we still had not gotten a text message that our room was ready, so I stood in the line at the front desk, reached the desk at 5:25, and then after ten minutes of keyboard tapping, the front desk lady issued us our room key. No apology for the 90 minute delay in checkin. 2. On checkout day, I went to the front desk at 6:15 AM to ask about a one hour extension of checkout time (i.e., to get a noon checkout instead of 11 AM). The front desk guy said, "sure, no problem" and took down my room number. But then at 11:30 AM, the room phone rang and it was a hotel employee in a somewhat scoldy tone of voice informing us that we were past checkout time. Uggh. And no apology when I said that we had been approved for a late checkout (I suspected she doubted me). As far as I am concerned, when the hotel delayed our checkin by 90 minutes on arrival day, they should have given us at least 90 extra minutes on departure day, and probably more like 3 hours as recompense. 3. A letter in the room informed us that "housekeeping services will be limited tomorrow due to staffing shortages". No problem for us since we were staying only one night. But, sheesh, if you can't have guest rooms ready on time, and can't provide normal housekeeping services, then maybe you need to offer higher pay and/or better working conditions to attract and retain employees. Raise the room rate $5 per night if needed to pay for it. 4. The complimentary breakfast was disappointing; I've had better at "lower tier" hotel brands including within the Hilton family of hotel brands. Instead of oatmeal, the hot cereal was some kind of lukewarm goo. The only fresh fruit was unripe, sour, firm pineapple chunks. There was no orange juice. Custom omelets are offered, but the line for them is long (hey . . .why not hire 2 or 3 omelet makers?). And, there is this stupid thing where to enter the breakfast line, you had to have some kind of wristband (which we did not have, so we went to the front desk to get them). I mean, seriously, treating your guests like potential "impostors" who may be trying to mooch a free breakfast? OK . . . is there something nice to say? Sure. So here are a few pluses: 1. The room was clean and comfortable, with crisp, snow-white linens. 2. Room technology worked - WiFi, TV, etc. 3. I like that soda is offered at the breakfast. Some of us get our morning caffeine from Diet Coke instead of from coffee, and usually we feel ignored. 4. Elevator wait times were very reasonable. 5. The swimming pool is very large and inviting. 6. It's a short 5-minute walk to the beach, and a lot, lot cheaper to stay here than at the hotels directly on the beach. 7. The decor in the atrium is lush and inviting. 8. The fitness center is sizable with well-maintained equipment. It offers towels and water. However, I wish they had more than one elliptical machine. 9. There is a large 24/7 supermarket a 3-minute walk from the hotel. 10. There are multiple dining options on the property, offering a nice selection of affordable food, including both traditional Puerto Rican cuisine and "mainland U.S. food".

  Apr 29, 2025
• 

  Very good hotel at a relatively good price

  We stayed at this hotel for 8 days in early March 2025. We were in room 841. Overall, this hotel is a comparatively good value. Not beach side, but a short 2 blocks away. The beach area is very nice and Embassy Suites have staff on the beach to set up your chairs and umbrellas. Another beachside hotel will offer a food and beverage service to you at the beach. (Nice) The pool area is also very nice with a Tiki bar that serves drinks and some food. The hours are relatively short though, closing at about 5 pm. The room was clean and in very good shape. The bathrooms looked updated. The room was cleaned every day but Sunday (short staffed). Brenda Lee was our housekeeper and did an excellent job. The hotel bar was very good for drinks and food with excellent staff. Victor, Ceasar, and Johnny are names I remember. Front desk staff were very good. Sometimes there was a short wait but when they got to you, they were very good. The included breakfast was adequate. Many choices with food quality equal to that of the included breakfast found at state side hotels. Not great but OK. The omelet station was an exception. The omelets were very good. Some relatively minor issues: 1) The lobby was always cold. We mentioned it to the front desk but it never really warmed up. May have something to do with the 8 story atrium. 2) The A/C in the room was very good most of the time. For some reason in the middle of the night it seemed to work a little less efficient. Not unbearable but noticeable. We would definitely stay here again. Lots of pluses, very few negatives.

  Mar 15, 2025