DoubleTree by Hilton Hotel San Juan — Hotel in San Juan

My experience at this Double Tree location was incredibly tumultuous, partially through no fault of the staff but also with a mix of both tone-deaf service and seeming lack of organization.

Originally, my stay was reserved via a different property and was transferred here due to inability to accommodate me. This is not something that I hold against the doubletree management or staff, as this was not their responsibility.

Upon arrival, I learned there was a gas leak that was being investigated and guests were being allowed re-entry or to check in for their reservations.

I would not have any issue with this, because I understand that you should not allow anyone into the property especially with a potential safety hazard of this type. The situation went on for some time with no indication of when it would be resolved.

What I DID find frustrating though, was that when I had asked one of the employees if I would be penalized if I were to leave and attempt to check in later on, since there was no end in sight, that I was told I would end up having to pay a late check in fee.

I am very understanding of the safety issue that had been ongoing during this time and again, I definitely want to stress this is no fault of the staff trying to make the most of the situation. In the same vein it feels very backwards to even consider penalizing anyone for late check in when there was no idea of when check-in was going to occur, just as they have no control over when the situation would be resolved, the guests waiting shouldn’t be trapped waiting under a penalty in the form of a late check in fee.

This was very disappointing and ultimately forced me to stay waiting at the crowded entrance with no indication when I would be able to begin actually exploring the beautiful area of San Juan.

After some time, we were finally allowed to check in, and when I attempted to check in at the desk my reservation was nowhere to be found. I provided everything given to me by the other location in order to smooth the process, but I ended up sitting in the lobby for roughly another half hour as this was looked into. Ultimately I had to reach out to the other location and had to get them to reach out to sort the situation.

In the end, I did not have a room ready for me until several hours after my 1:30pm arrival at roughly 7pm local time. This was just a really exhausting start to my trip that left a lasting impression on the...

I Mainly use the review option for food places but I had to show this hotel proper love and appreciation for it being one of my favorite stays in Puerto Rico in my last 4 visits, this one stood out! Stephanie at the front desk was ABOVE and BEYOND one of the most caring and hospitable people I’ve dealt with in years…. Took her time to give me a plethora of recommendations for food options locally and or a drive away, please take care of her for she was beyond exceptional! As for the hotel itself it is right dab in the middle between the airport and old San Juan making it a perfect situation if you have a car and want to hit various locations to tour Puerto Rico. They have two options to park your car, using the valet which was $30 a day or park it yourself for $25, my recommendation use the valet it’s so much more convenient as this is a large property and the walk to self park is not fun. The hotel had a restaurant inside called the Pierre and the breakfast was nice although as a diamond member I felt the one thing lacking was not offering us the breakfast buffet with warm food options and having to pay up for that part was a bit silly for eggs and potatoes should always be included in that package, that was probably the one thing I disliked out of my stay to be frank. We had the pleasure of staying in their king balcony room and I will tell you, do not stay here without booking this option!!! By far it gave this stay such an added pleasure I cannot explain other than saying please try it yourself. The balcony is on ground level which at the time I thought was silly at check in but quickly after the first night I was soo thankful for it. It’s ground level facing the backyard with the pool and jacuzzi (which by the way was 24HRS) my god you cannot beat that. Walk right out your room into the jacuzzi and back. The drinks at the bar were great and fairly priced for a hotel stay. Outside of Stephanie almost everyone was soo gracious and willing to assist you with any questions that came to mind and offering non stop smiles throughout the stay. There is a Starbucks on the property as well as a dennys and burger fi but I did not visit any of those as I was here for Latin food only Haha… enjoy your stay if you book it here as you’ll walk away telling yourself i wish I...

So... I hate writing bad reviews but lawwwd... the only thing deserving praise was the beauty and ambiance of the lobby. Unfortunately I must agree with the other reviews. If you appreciate customer service and hospitality then stay else where. First I paid for my stay in advance which was non refundable. Knowing that we would land at 8am I purchased the night before so we can go straight to our room. With that being said, upon arrival to the hotel we were informed that our FULLY PAID NON REFUNDABLE room was canceled. I explained to her that my flight was landing early this morning and that us why I booked a room for last night. So she stated she must talk to her manager. After an hour wait we were given a key. My reservation was for 2 beds... but was given 1 double bed. I held my composure gathered my thing and went back to the front desk. At this point the reason for canceling our reservation now makes sense because they gave our room away. I was told I should wait until 2pm! Basically I should lose a day on a non refundable room absolutely not. as we were standing there like fools a group of four that arrived with us gained access to their room early but we should wait. After refusal I was told that I should come down at 7am for a room. the next morning I approached the same clerk and she stated she had no recolation of our whole conversation. at this point I gave up.

The food... smh... DO NOT pay for the buffet it was cold and just disgusting. at 10am the dishes were empty and when refilled everything was cold. the fruit smelled potent. ORDER FROM UBEREATS or WALK DOWN THE STREET TO BREAKFAST!!!

The bar service is slow. I ordered food and drinks to the pool and I didn't get my order until forty five minutes later. they never even sent us our drinks.

The area is sketchy and their "beach" is not pleasant.Waste of resort fee!

Book excursions like a month in advance because the front desk lacks knowledge when it comes to activities in the area. If you need a cab you are on your own!

Overall none of my issues were addressed and as a traveler I would probably never visit Puerto Rico again because customer service and hospitality is a...