The Ritz-Carlton, San Juan — Hotel in Carolina

Our hotel non-smoking hotel room reeked of cigarette smoke, our bedding smelled like spoiled fish and the concierge staff had no idea what they were doing.

My husband and I were celebrating our honeymoon and after 14 hours of travel we arrive around 10:45pm and were exhausted. We were only staying at the Ritz for the night, since our final destination was Vieques Island.

Upon checking in, we asked for information regarding the ferry to Vieques, which we fully researched prior to our arrival. Both people at the front desk assured us that we could make the 1pm ferry from Farjado to Vieques and we would need to leave not later than 11am. My husband and I were relieved since we both were sleep deprived and needed more than a few hours of shut eye.

Upon arriving to our room, we noticed the bathroom smelled extremely strong of cigarette smoke. We excused the smell since we were only staying there one night, ordered some room service and settled in for the night.

As soon as we pulled the comforter back, our bedding smelled like a mixture of rotten fish and manure. We were both so disgusted we yanked it back. At this time it was already about midnight and I was too upset to even try and call the front desk, wait for them to send house keeping up to change our bedding or move us to another room. Again, we excused the disgusting smell, since it was only one night.

We woke up with our clothes smelling like our bedding, got ready in our cigarette smelling bathroom and figured we would wander the property and grab some breakfast, since we had a couple hours to spare.

To be safe, we checked with the concierge to arranged a transportation pickup from the hotel to Farjado. We didn't want to risk being stuck at the Ritz any longer than needed. We informed the concierge that we needed a ride to the ferry since we were staying in Vieques and she immediately said "Vieques is not for tourists. If you wanted to make the ferry you would have had to have been in Farjado at 7:30am." I immediately freaked out! It was 9:30am, well passed the "7:30am" travel time and I feared we would be stuck on San Juan. We asked what options we had and she told us "You may be able to get the ferry but you are not a resident, so they can kick you off. You will not be able to get to Vieques." We then asked what other options we had and she said "you can maybe check the airport." She didn't give us the name of the airport or any information at all. Since we were already panicked, we ran up to our stinky room, collected our belongings and bolted downstairs to catch a taxi to Farjado.

The whole taxi ride there I was basically in tears from all the stress and incorrect information the staff at the Ritz had provided us.

Thankfully the concierge was wrong. We were able to get on the basically empty ferry and make it to our final destination, not without much unnecessary stress, frustration and anxiety.

My husband and I travel quite frequently, and NEVER have we had such a awful hotel stay.

DO NOT stay at the Ritz unless your enjoy sleeping in a room that smells like fish...

I recently had the pleasure of staying at The Ritz in San Juan, and I must say it was an experience beyond compare. From the moment I arrived, I was greeted with warm smiles and genuine hospitality that made me feel like a part of their extended family. This luxurious haven exceeded all my expectations, and I cannot recommend it enough.

The moment I entered the hotel, the elegant and sophisticated ambiance enveloped me. The attention to detail in the decor, with its tasteful blend of modern aesthetics and classic charm, created an inviting atmosphere that instantly put me at ease. The entire property was immaculately maintained, reflecting the commitment of The Ritz to excellence.

The staff at The Ritz truly made my stay exceptional. They were attentive, professional, and always ready to go the extra mile to ensure my comfort. From the front desk to the concierge, every interaction was marked by their genuine warmth and willingness to assist. They were knowledgeable about local attractions and provided valuable recommendations that enhanced my overall experience in San Juan.

The guest rooms at The Ritz were nothing short of luxurious. Elegantly furnished, they exuded a sense of tranquility and offered a sanctuary to retreat to after a day of exploring the city. The plush bedding and high-quality linens provided a blissful night's sleep, while the spacious bathroom with its premium amenities made me feel pampered and rejuvenated.

One of the highlights of my stay was dining at the hotel's exquisite restaurants. The culinary offerings were diverse and expertly crafted, catering to a range of palates. Whether indulging in a sumptuous breakfast buffet or savoring a delectable dinner, each meal was a culinary delight. The attentive service and attention to detail in presentation further elevated the dining experience.

The Ritz's amenities were equally impressive. The stunning outdoor pool area provided a tranquil oasis where I could relax and soak up the sun. The well-equipped fitness center allowed me to maintain my exercise routine, and the luxurious spa offered a sanctuary of serenity. The hotel's commitment to guest satisfaction was evident in every aspect of their facilities.

The location of The Ritz was also ideal. Situated in San Juan, it offered convenient access to the city's vibrant attractions, cultural sites, and beautiful beaches. Exploring the local area was a breeze, with the hotel's knowledgeable concierge team providing valuable guidance and suggestions.

In conclusion, my stay at The Ritz in San Juan was an unforgettable experience. The exceptional service, luxurious accommodations, and attention to detail truly set this hotel apart. Whether you're seeking a romantic getaway, a family vacation, or a business trip, The Ritz is the epitome of luxury and hospitality. I cannot wait to return to this home away from home and create more...

Olha... ||||Nunca me senti tao mal num hotel como me senti no Ritz Carlton San Juan! ||||Ele olha que sou fã da cadeia Ritz, ficamos 18 dias no Ritz da Jamaica em Montego Bay, 14 dias no Ritz San Juan e agora estou aqui no Ritz Carlton Dorado Beach para passar meus ultimos 10 dias de ferias...Confesso que Nunca mais voltarei no Ritz Carlton San Juan!||||Primeiro que quando cheguei, ninguem explicou nada sobre o hotel, nada sobre os restaurantes, nao explicaram NADA, a unica coisa que fizeram foi pegar meu cartao de credito...||||O serviço la eh Pessimo! ||||Todas as vezes que fomos ao lobby jantar, tivemos que esperar quase 10 minutos para que algum garçom viesse servir os amendoins, batatinhas e azeitoninhas, dai eles punham essas coisinhas na mesa e saiam rapido, sem ao menos nos darem a chance de pedirmos algo para beber enquanto olhavamos o cardapio... Eu tive que sair a procura de um garçom todas as vezes que estivemos no lobby... E olha que na verdade a culpa nem eh do garçom, a culpa eh da Administraçao do hotel que deixa 3, 4 garçons para atender todos os hospedes que vao ao lobby! Absurdo!!||||No hotel tem mais dois restaurantes (sem contar o da piscina), mas esses dois restaurantes tem tao poucas opçoes de prato que preferiamos passar o perrengue no lobby mesmo, afinal no lobby era o unico lugar que podiamos comer comida japonesa, alias, no Ritz Carlton San Juan existe a primeira Chefe Mulher de Porto Rico, a Senhora Keiko Yabuuchi, muito simpatica por sinal e essa senhora faz maravilhosos pratos inventados por ela propria!! Ficamos fãs da Senhora Keiko e sempre iamos comer seus deliciosos sushis! ( quem for la tem que conferir).||||O hotel parece dar prioridade para as pessoas de fora, que nao sao hospedes, tivemos um problema de vagas no restaurante em uma das noites e quando fui reclamar na recepçao, a gerente de plantao que se chama Daniela Brandao foi extremamente insensivel a situaçao e pasmem... Chamou o segurança do hotel! Escondeu o dinheiro que estava numa caixinha preta e chamou o segurança, acho que para me expulsar do hotel... Quando o chefe da segurança chegou, muito simpatico por sinal, os dois entraram no escritorio e por la ficaram alguns minutos... Acredito eu que por terem visto que eu ja havia pago adiantado por 8 noites e estavamos ainda na segunda noite, ao voltar para falar comigo, o segurança foi muito amistoso e arrumou um lugar para que pudessemos jantar... ||||Nas noites que ficamos no lobby, vimos varios hospedes indo ate a recepçao reclamar da demora do atendimento no lobby... Absurdo!||||O serviço de quarto so funcionou na primeira vez que pedimos nosso jantar no quarto, das outras duas vezes nao enviaram os molhos e nem a manteiga para passar no pao... ||||No restaurante do cafe da manha, muitas vezes eu mesmo levantei para pegar suco de laranja que eles servem nas mesas porque demoravam muito para servir. Tambem tivemos que ficar uns 3 minutos em pe esperando algum garçom olhar pra nos para podermos pedir a conta do cafe... E olha que isso nao era privilegio dos brasileiros, vi alguns americanos sofrendo com as mesmas coisas...||||Passamos o natal e ano novo no Ritz Carlton San Juan, nao repetiremos jamais essa jornada, nao tivemos NADA especial na ceia de final de ano, o BLT Steak insistiu em manter o mesmo cardapio bem como o restaurante italiano; se houve alguma ceia no hotel nos nao fomos informados e ficamos decepcionados com isso tambem!||||O atendimento no bar da piscina e atendimento na praia foram bons, mas tb com poucas pessoas atendendo os hospedes... Mas nao tenho do que reclamar do pessoal que atende os hospedes nem na praia e nem na piscina...||||Falando em praia e piscina, o hotel insiste em manter o ralo da duchinha usada para tirar a areia da praia entupido! Todas as vezes que saiamos da praia e iamos nos lavar na duchinha o ralo estava entupido e com muita agua suja aonde colocamos os pes para nos lavarmos... Dava muito nojo e ninguem tomou nenhuma providencia para desentupir esse ralo horroroso... Muito sujo mesmo, acho que por isso vimos varios hospedes limpando e lavando os pes sujos de areia na propria piscina... Pois e... Na piscina ou na hidro!!||||A arrumaçao do quarto tambem variava, tinha dias que arrumavam direitinho e em outros dias nao colocavam o tapetinho do chao do banheiro, nos tinhamos que improvisar com as toalhas de banho... Fora que nao existe box no chuveiro, pagamos U$ 1369,00 a diaria e tinhamos que ficar enxugando o chao do banheiro, porque a cortina do chuveiro era uma porcaria!||||No Cassino tambem sofriamos... Eu fiz a carteirinha do cassino e fomos la algumas vezes, mas depois desistimos de ir porque para conseguir tomar alguma coisa la, so brigando com as garçonetes... Como eles nao cobram bebidas de quem esta jogando, servem uma bebida pro casal a cada mais ou menos meia hora... Poxa, eramos hospedes, nao eramos jogadores da rua... Eu ate falei que preferia pagar as bebidas porque nao queria ficar esperando a boa vontade das garçonetes, mas eles foram inflexiveis e mesmo assim recusaram, eu perguntei o que eu tinha que fazer para conseguir uma bebida e elas respondiam que eu tinha que jogar... E ja estavamos jogando... E queriamos beber um vinho... E nao podia... Fui varias vezes reclamar na recepçao do cassino mas eles ignoraram as reclamaçoes e demoravam muito tempo para servir o que pediamos... Experiencia traumatica...||||O serviço de tours e passeios tambem deixou muito a desejar, tirando uma senhora baixinha de oculos que nao lembro o nome ( essa senhora era um anjo ), todos os outros atendentes pareciam preguiçosos e nao ajudavam em nada... Desistimos da varios passeios porque eles nao atendiam direito.||||Enfim... Reclamei com a minha namorada e com a minha agente de viagens os 14 dias em que estivemos no Ritz Carton San Juan, sinto que joguei meu dinheiro fora ali naquele lugar, nunca mais quero ir la; estamos em Porto Rico desde o dia 24 de dezembro ( hoje eh 12 de janeiro ), minhas ferias realmente so começaram a valer a pena quando saimos do Ritz Carlton San Juan e viemos para o Ritz Carlton Dorado Beach, esse sim vale a pena!!||||Sei que tudo e uma questao de gosto e gosto nao se discute, entao que meu relato seja lido apenas como uma experiencia...