Holiday Inn Express San Juan Condado — Hotel in San Juan

Hello, March 30-31 2024 My family(wife, two children 12/14)and I were guest at the Holiday Inn Condado, PR. I’d like to share the experience my family and I had at this location and the incompetence I deal with while addressing this issue. The issue it’s self was a disaster. However, the communication during and since with the management/staff at that hotel have been AWEFUL! When my family and I arrived we checked in and were given the key to room 310. As I entered the room with my family I saw that the room was not empty and that someone’s belongings were already in it. I quickly backed out and packed my family into the tiny elevator and went back to the desk. Luckily no one was in it at the time. They ended up waving my 50$ fee for the inconvenience. Still shaken I take my family up to the other room. We spend the night and get up to shower. I try at 0930, no hot water. Back to the desk I go. They did absolutely nothing about it. I called customer service and they spoke to the front desk rep. Still nothing. There were at least four other family’s down there with the same issue and more. I was told I’d hear from Mr. Beiner the manager, in 24 hours. Never Happened. 1 person on duty no manger til 2pm. No hot water from 0930 til noon when I departed. While there I began to think about the people in room 310 and saw the lackadaisical attitude that was taken towards customer issues. So I went to the room and spoke to the occupants. As I had guessed no one informed them. So I had to. Not fun. Now almost as bad if not worse is the lack of communication. I began working with Mr. Yu who I asked more then 20 times if he asked Mr. Beiner to call me, he insured me he was in constant contact with Mr. Beiner. But became evasive and defensive if I asked if he told Mr. Beiner to call me. Mr. Beiner never even got the message to contact me til he returned from his business trip. Two weeks later. He was also never informed of the numerous family’s that had no hot water or the fact there was even a hot water issue. All this missing information over a two week period of constant communication. Mr. Yu has been attempting to assist in the refund. I understand it’s a 3 company operation and takes time, but over and over they apologize to me for the delays of the other company’s. Fact being those company’s did there part only failure was on Mr. Beiner and his staff. They should be apologizing to the other company’s for wasting there time as well. However, he has a full VM and is not easy to reach. As I write this I’ve been waiting to here back from him for more then a week. Mr. Beiner is also hard to get in touch with. He does not even have a VM on his extension. I followed his directions on how to contact him and followed up with text and email but his staff does not easily want to give him messages with out and explanation and I’m not explaining all this every time(particularly Joe Doescher). So communication is difficult at best. Just today I spoke with Mr. Doescher on the phone about a text message follow up I received from the front desk. Mr. Doescher looked into it and apologized for the text and said he spoke to the staff about it. However, he withheld the staff members name from me for at least 8 minutes dodging a simple what’s the persons name question (Josue) over and over again. On here I spoke with Ms. Tina Cruz who responds to many of these comments. She offered little assistance and handed me off to Mr. Yu and assured me he’d help. I called Ms. Cruz yesterday to discuss this but I haven’t heard back from her as of yet.

Thank you for the response. It is unfortunate that the team you mentioned can not do the simple aspects of the job that I mentioned. It’s also interesting in the reply you mention none of the steps taken nor do you address any of the specific issues. It’s more of the same. Very concerning your lack of concern for the safety of your guest. Please be...

Absolutely wonderful stay. The staff was extremely helpful and kind towards every single question, issue or situation we had. Centrally located in an area where it is easily to accessible to everything. The complimentary breakfast every morning was always stocked to capacity and even allowed takeout which was a suprise to me. Every morning the breakfast was delicious and definitely a plus compared to other franchise chains. I was allowed to check in early and was told of the free beach chairs and umbrellas at Condado beach although we never got the opportunity to use it due to time constraints, it was just another one to the long list of incredible amenities at Holiday Inn Condado. Loved the little convenience store in the hotel which made it easy access for any missing necessities. Not to mention, the complimentary items that are given just in the instance that any of your items are forgotten. Housekeeping was always very efficient and kind. She even left swan shaped towels for us on the bed one night, which earned this hotel even more points. The rooms were quite clean and very well kept with new sheets and fresh towels everyday. The pool and hot tub, while we never used it, was always maintained and looked like a lot of fun for whoever enjoyed it. The pool was also opened until 11pm which in my opinion was amazing. The environment felt peaceful and very quiet which I loved. The highlight of this trip would definitely be the kindness of the staff and those who work at this establishment. In particular, Jose who helped us out with our transport, Alejandro who helped at check out, Juliana, Ignacio and Jared who all helped us out during our time there, not forgetting the housekeeper on Floor 4 who would shout good morning from the furthest end of the hall just so she can greet us. While I unfortunately did not get her name she was definitely always kind and sweet to us and her swan shaped towels was a highlight in our stay. One of my favorite things about the hotel was the placement of their teddies. At Holiday Inn Condado they have two teddies that they place around the hotel during the day, my favorite thing everyday was, coming back to see what the teddies were up to next. At times they would be having breakfast with us, other times they’ll be on their computers and it was always fun to see what position the hotel staff had them at next. Beautiful accommodations, pleasant staff, accessible location, clean environment and numerous amenities. So would definitely recommend Holiday Inn Express Condado to all.

One thing to note: Don’t bother saying hello or goodnight to the valets as when you greet them with a hello or goodnight to the valets they watch you and don’t bother to respond. They weren’t very nice however, this does not reflect the experience or reputation of the hotel as their staff is definitely trained at the highest ordeal of...

If you have any issues with mold steer far away from this facility!

Check in time is (supposed to be) 4pm. I have seldom seen such a late time to check in, normally it is 3pm. We dropped our bags off at 11am and were not surprised that we could not yet check in. I asked if there were any upgrades available. I was told that all the rooms were the same so nothing available. My travel preferences state that I prefer as high a floor as possible. I did request a high floor since we had to wait. I was told to check back after 12PM to see if anything was available.

We headed to the Old Town for a walk around, lunch and a few Pina Coladas. We arrived back around 1 pm in hopes of getting a room. Nothing available yet. I let them know at this point that any room is acceptable, no need for a high floor since there are only 7.

We hung out at the pool area for an hour or so the hot tub was quite nasty and in need of maintenance to be useable. Checked back at the front desk, still nothing but the girl said one should be available soon. We hung out in the lobby and checked again around 3:30, still nothing.

The line grew longer as time passed with more and more people unhappy about waiting for a room. I began seeing people get keys and go up to their room? We've been waiting most of the day! I am a Platinum Elite member for many years, I can't imagine all of the people getting rooms ahead of us had this status. I got back in the long line again. Finally got to the clerk after 4pm. We finally got a room about 4:30. It was on the 2nd floor. The following morning, we were in the elevator with the people in line behind us and they selected the 7th floor! I did express my dissatisfaction and let the manager (Angel) know that I would be hoping to be compensated in some way. He asked that I speak to him when checking out and assured me that he would remedy the matter.

I did notice the poor condition of the property while we were waiting but hoped the room would be better. I can only post 6 photos here, but they don't begin to display the poor condition and presence of mold. Of course, you cannot smell how moldy it was just from our pics. Never again for this place!

Bed was uncomfortable and the leaky shower was subpar.

When checking out the next morning I spoke to the manager who was absolutely unapologetic and said he would not provide any sort of remedy for our experience.

I have stayed at the other two IHG facilities on the Island and both were VERY nice. I suggest staying at one of them or the VERY clean looking hotel next door to this one. Avoid this facility at all costs!

VERY poorly maintained and...