Condado Palm Inn San Juan, Tapestry Collection by Hilton — Hotel in San Juan

We stayed in the blue tower and enjoyed a comfortable and clean room with a small balcony facing the beach. However, there were several issues that affected our stay. Upon arrival, we were promised two complimentary bottles of water daily and a voucher for the chocolate bar, which we never received throughout our stay.

One major issue was with pool towels. We were told they were stocked outside by the pool, but they were consistently empty. After multiple trips to the front desk and being told towels would be brought out, we waited for 30 minutes EACH TIME with no towels arriving. This forced us to use bath towels when we returned to our room, leaving us without dry towels for showering. The complementary toiletries in the shower (Shampoo, Conditioner, Body Wash) were empty. Although we brought our own toiletries, we love the scents that Hilton Hotels use and would have liked to have been able to utilize them but given the lack of customer service with towels we didn’t bother asking them to refill them for our stay. Our second night we found two roaches, while we're familiar with encountering roaches and bugs as we also live in a tropical climate, it was still unsettling to find them in the room given the final price of our stay.

We also experienced a false fire alarm during our stay. We were on the 11th floor and had to walk down 11 flights of stairs, only to find out at the front desk that they had no information on why the alarm had gone off, causing a lot of confusion.

Communication with the front desk was generally poor. When we called multiple times for towels and received no answer, it took over 10 minutes of the phone ringing to finally get through. Even then, after being promised towels would be sent up, we waited another 30 minutes for them to arrive and had to call the front desk and additional 3 times before they actually arrived.

After returning home, we discovered unexpected charges on our bill without any breakdown or explanation. When we called the hotel to request a receipt, we were transferred to reservations and left waiting for 57 mins before the call was ended. We have called back and are currently waiting for someone to answer the phone.

If you are thinking of staying at this Hotel please keep in mind that there is a $45 + an additional $5 tax resort fee per day and while there is designated parking it is hard to find, a very small lot and not included in your stay with an additional charge of $25 per day. When booking a “Beach View” room keep in mind that this Hotel is not located ON the beach, but one street over. There is alot of construction that blocks your view of the beach.

Overall, the hotel had potential for a good stay, but the lack of proactive staff, poor communication, and unfulfilled promises made our experience less enjoyable. Only the housekeeping staff stood out for their helpfulness. For the total price of our stay we could have just stayed at our Airbnb, La Casita Negra which was AMAZING, for the remainder of our stay in Puerto Rico.

EDIT: We finally got an itemized receipt and were charged $135 per night for a “resort fee”. When booking this hotel, it stated that there was a $49.05 resort fee, we paid $147.15 when initially booking the hotel for a resort fee. Why are we being charged twice for resort fees?? And not even at the same price! I will be contacting my bank as...

ROACHES! DO NOT STAY HERE!! I stayed at this hotel with a few girlfriends and we got two double queen rooms. On the second night, we found two baby roaches in our bathroom. I immediately went downstairs to let reception know and was lied to about this never having happened before. I decided to search the Google reviews for similar situations and found MULTIPLE reviews mentioning roaches that I wish I had seen before booking. We were offered to move to another room that would be a lower tier and when I asked if we could look at the room first, to ensure it also didn't have roaches, I was told no. We would have to agree to the move and could not see the room beforehand. Our fear of course was that the next room would be worse so we decided to stay and contact the manager. The manager offered to have our room "deep cleaned" and send a pest specialist to "take a look". I don't know what taking a look does about roaches but it seems like they didn't do anything and just left the bathroom light on (roaches avoid light and mostly come out in the dark). The rest of our stay (2 more nights) we found 2 more baby roaches and saw more in the hallway but when we asked our other friends who were staying on the floor above us, they said they weren't having an issue with roaches however they were having the same issues with the water. Which leads me to think they were breeding on our floor, 17. I don't know what sort of filtration system is in this hotel but we all developed rashes (two of us around our eyes) and irritated skin from the water. Upon returning home our skin issues cleared up the next day. To top it all off, the manager I was emailing with, Yamiletzy, did not seem to care at all that dealing with all of this was a HUGE hindrance to what was supposed to be a nice vacation. I intended to go speak to her at the front desk but wasn't able to find the time as each day we were rushing out for excursions and reservations and she was only in from morning until the early afternoon. When I told her I was intending to go to the desk but was just busy with our plans, I got the catty response of "We've been here every day." Be that as it may, I should not HAVE to go speak to management at ALL. On top of the water and roaches, our room was dirty when we arrived so it doesn't surprise me that there was a roach issue. The TV console was covered in debris, there was hair in the bathroom, toothpaste in the sink, and hair on every single towel. You also can't adjust the temperature in your room so we were freezing at night. Oddly enough it would be set to a higher temp during the day which makes me think the hotel was controlling it. We chose to just deal with those issues as we only had four nights and didn't have the energy after travel to move rooms or seek out another hotel. The roaches however were the final straw. So I repeat: DO NOT STAY HERE. This is the WORST experience I've ever had on any vacation ever! And I've stayed in 100+ different hotels and airbnbs. NOTHING even comes close to how bad this was. Literally the only good thing about this place is the Cafe downstairs (best breakfast sandwich I've had) and the location. So visit for the Cafe if you do...

I stayed at the hotel for 8 nights in February, paying $218 per night. Although one of the cheapest options, the quality was not worth the price. The hotel front desk staff were mostly unfriendly and slightly rude. Some younger staff didn’t know what they were doing and needed help from colleagues. My check-in was miserable! Despite my early check-in request and follow-up call, my room wasn’t ready by 1 p.m. The front desk staff were dismissive and unhelpful that day. My partner and I had to repeatedly ask about our room, which was finally ready at 2:45 p.m. They only gave me 1 extra hour for late check-out, saying that the hotel was fully booked that day, but for the 3 extra hours I asked for, they were ready to charge $90, which makes no sense if the hotel was truly fully booked. The hotel has two towers: Blue and Green. Blue is recently remodeled with modern but very basic and minimalistic designed rooms, while Green has a tropical design in the rooms, but older furniture and amenities. I stayed in the Blue Tower Room with 2 Queen Beds (#1115), which was big with a pretty city view and a lot of natural daylight because of the large window. The furniture in my room was mostly in great condition, but the microwave and refrigerator were outdated and nasty looking. The bathroom in my room was small with mediocre amenities, and there was no toilet brush. Wi-Fi was fast. The hotel’s building wasn’t “fresh” and ideally clean in general. The elevators in the Blue Tower were pretty small, with scratches and dirty marks on their walls. The swimming pool area was okay; I did not wish to spend time there. The swimming pool was very small, making it impossible to swim there. Plus, during the daytime, it was packed with people. The same story with the jacuzzi, which was small and always full of people. It was just impossible to relax in the swimming pool area because it was very noisy during the day. The hotel location is great, just one block from a long, sandy beach with some single rocks in the water. The hotel has its own beach section with free amenities. CVS and Walgreens are across the street, and there are many restaurants, cafes, shops, bars, and clubs nearby. The area was noisy and crowded almost every single night. It’s not easy to walk to Historic San Juan, unfortunately; using an electric scooter like Lime or a taxi (I usually paid between $4-6 for an Uber ride) is better. In conclusion, I could recommend this hotel for a stay in Puerto Rico if the price is reasonable. The overall quality and services are basic, and the rate should be around $100 per night. Be aware of strict check-in and check-out times, and don’t expect friendly...