Hotel Palacio Provincial — Hotel in San Juan

I recently visited the restaurant on the first floor of a hotel I had stayed before and was extremely disappointed by the overall service. My experience began with an initial wait of 45 minutes after Kiara told me to expect a 15-minute wait for a table. She finally approached me, and asked me if I was being served - meanwhile she sees me standing and waiting- and I said I have not even been seated yet and she says oh yes, you can sit anywhere . She simply had forgotten about me, despite my being in plain sight. Once seated, another 35 minutes passed without any attention. I was left without menu, water, utensils, or napkins, while Kiara was paying special attention to a larger table of six women.

Meanwhile, Lorenzo the waiter entered the restaurant, seemingly unaware of the situation, moving slowly and ignoring me completely. He sees the customer sitting at the table and the table is completely empty. I would think he would be interested in if I was being served.

He seemed as if he just landed from Mars and has not seen a social setting. It felt like both waitstaff were distracted and unable to manage their time effectively, plus multitasking. I wasn't the only one left waiting—other diners were also frustrated by the same lack of service. After waiting nearly 40 minutes with no interaction, I started writing down my order and giving it to the waiters.

While I can sympathize with staffing challenges, it is ultimately the restaurant's responsibility to ensure adequate coverage in the shift, these two servers can’t handle volume of customers and customers suffer from it, it is management’s responsibility to make sure there are enough employees + particularly Lorenzo, he seemed unable to step up and fill the gap. The lack of urgency, attention to detail, and inability to multitask were big issues.

To add to my frustration, when the food finally arrived, my order was wrong, and I didn’t receive most of the things I requested. On a previous visit, I witnessed an alarming lack of hygiene in the kitchen when a staff member used his bare hands to handle food, including touching French fries after scratching his body parts and handling cleaning tasks. He took french fries with his bare hands and gave it to the customer . This is not acceptable practice in any restaurant, particularly in a hotel charging $729 per night for accommodations, needless to say the hotel is extremely overpriced.

It wasn’t just the restaurant service that was disappointing; the overall management and attention to detail at the hotel left much to be desired. At the pool, there were no towels for hours, and when housekeeping was asked to come clean the room on multiple occasions, they didn’t arrive. During a visit to the pool area, I had to wait for two hours for towels , plus i saw trash, empty cups everywhere from previous night - housekeeping arrived to the roof after 3 hours, cleaned everything but the trash was still left under the benches, he literally cleaned everything besides the trash under the benches - further highlighting a lack of attention to detail. He did not search for issues thoroughly. The photo below was taken at the restaurant- a table was not cleaned for three hours. Literally for 3 hours

Given the premium price of this hotel, I expected a far higher standard of service and hygiene. Unfortunately, the poor customer experience, both in the restaurant and throughout the hotel, left me with little desire to return. I sincerely hope the management addresses these issues before the service quality further...

🌟🌟🌟🌟🌟 Five-Star Review 🌟🌟🌟🌟

Greetings, fellow travelers and connoisseurs of refined hospitality! Today, I have the pleasure of sharing my recent visit to the esteemed Palacio Provincial in the captivating city of San Juan, Puerto Rico. Brace yourselves, as I recount an extraordinary experience that deserves nothing less than a resounding five-star rating.

From the moment I set foot into the grand lobby of Palacio Provincial, I was greeted by an ambiance that effortlessly blended elegance and the rich cultural heritage of Puerto Rico. The staff, adorned with warm smiles and an innate professionalism, exuded a genuine commitment to ensure my utmost comfort throughout my stay.

I hold a discerning palate and an appreciation for the finer details that make an establishment stand out. Allow me to dive into the highlight of my visit—the two complimentary Piña Coladas offered as a delightful gesture.

Oh, dear readers, let me assure you that these Piña Coladas transcended all expectations. With each sip, my taste buds embarked on a journey through tropical paradise, where the harmonious fusion of fresh pineapple, velvety coconut cream, and a whisper of rum embraced my senses. It was as if the flavors themselves had been handpicked from the sun-soaked shores of Puerto Rico, carefully crafted to tantalize even the most refined palates.

But what truly set Palacio Provincial apart was not just the outstanding flavor of these delectable concoctions; it was the attention to detail and the dedication to providing an unforgettable experience. The presentation of the Piña Coladas was a work of art, with garnishes that mirrored the vibrancy of the island itself. Each glass, elegantly adorned with a pineapple leaf and a delicate tropical flower, elevated the drinking experience to new heights. Throughout my stay, the impeccable service at Palacio Provincial continued to impress. The knowledgeable and attentive staff, well-versed in the nuances of the hospitality industry, anticipated my every need and provided a seamless experience from start to finish. Their professionalism and dedication to ensuring a memorable stay left an indelible mark on my heart.

My fellow wanderers, I cannot emphasize enough the sheer brilliance and sophistication of Palacio Provincial. It embodies the essence of Puerto Rico, a tapestry of history, culture, and unparalleled natural beauty. From the moment you arrive, you will be embraced by an atmosphere that effortlessly fuses luxury and authenticity. With great pleasure and utmost sincerity, I bestow upon Palacio Provincial the highest rating of five stars. I encourage you, dear readers, to embark on your own adventure and experience the astonishing flavors and exceptional service that await you at this magnificent destination. Remember, dear travelers, life is a journey, and it's the experiences we collect along the way that truly define us. May your travels be filled with enchantment, and may Palacio Provincial be a beacon of unparalleled hospitality on your path. Bon voyage, my fellow...

This hotel is an excellent experience. My partner and I stayed here last weekend. The staff was attentive even before arriving, calling to ask if we had any needs or preferences. When we arrived, we stayed in the Emissary. It was spacious, traditional Old San Juan vibes with modern touches. Those details, maintaining the classic ambiance of Viejo San Juan, with clean, modern, minimal details is very enjoyable. We ate in the restaurant twice. Both experiences were delicious. I had the octopus and my partner had chicken from the main course menu one day and pizza and ceviche the next day. Very good both times. We spent time on the rooftop pool where we ordered Prosecco and laid out. The rooftop was comfortable for families, couples, solo travelers. Throughout our stay, the staff at the hotel was very attentive, very kind, and diligent about checking in to make sure we were enjoying ourselves. The space is right in the heart of San Juan next to Plaza de Armas with great coffee, grocery store, pharmacy and outdoor space. The hotel is also next to Calle Cristo where there is plenty of shopping. There is so much to do within walking distance this hotel is an excellent find. We highly recommend staying here and are looking forward to going back soon. Este hotel fue una experiencia excelente. Mi pareja y yo nos quedamos el fin de semana pasado. Los empleados fueron súper atentos. Nos quedamos en el cuarto Emissary. El cuarto tenia un estilo tradicional con toques modernos. Comimos en el restaurant dos veces, las dos veces la comida y los tragos fueron ricos. Fuimos a la piscina donde estaban familias, parejas, y personas viajando solos. El hotel está ubicado entre Plaza de Armas donde puede encontrar de todo (farmacia, supermercado, restaurantes) y Calle Cristo donde hay muchas tiendas para ir de compras. El hotel está perfectamente ubicado para visitar Viejo San Juan. Nosotros recomendamos el espacio y estamos...