S.J. Suites — Hotel in San Juan

There were some positive things about this place but they're way outweighed by the negatives.||First, the positives:||- The guy at the front desk when we checked in, younger, slim, tall, black hair - that guy was SUPER friendly, enthusiastic, welcoming. ||- The location is VERY central. ||- The room we got was of a decent size||- There was no mildew in the shower||- The bathroom appeared to have been redone sometime in the past decade or so and looked pretty nice||||The negatives:||- Our room was on the 4th floor. The elevator has apparently not worked in a very long time and they have no forecast for repair.||- On the first night, we had no hot water. ||- From then forward, we had no water at all. Could not flush the toilet and had to buy bottled water to brush our teeth||- There was almost never anyone at the front desk in the evenings, there was no one to complain to about these things||- The room had no windows||- There was a nightly party in the room directly across from ours, and the room doors and walls amplified the sound like the soundhole in a guitar||- The room besides the bathroom didn't look like it had been updated since the 70s or 80s. The drop ceiling had water stains on the acoustic tiles which didn't all fit their squares any more and the overall effect was not as quaint as you'd hope.||||After our second night, we checked out. We gave 24 hours' notice we were going to do this, and the guy said that was ok, that the rest of our stay would be refunded. Which was PARTLY true.||||When we checked out, the guy at the desk asked why I was checking out early, I told him our stay was less than ideal, and listed all the reasons above. His response to each thing was "Management is aware of the problem" or "That's not our fault" and "We didn't know you had a problem with that." And that last comment would have been a sensible response if there'd been anyone to let know we had a problem.||||The guy at the desk changed the room rate - our rate on the agreement being ~100/night, the rate he started to charge us was $160. When I pointed this out and offered to dispute the whole charge with Visa he "reduced" it to $140/night and said the difference was because our rate was for the ten night stay. He then calculated the rate for three nights and I had to explain to him that arriving on Saturday and leaving on Monday was only two nights, and again I'd just dispute the whole thing with Visa's fraud department, and he backed it off to two nights. The end result, instead of $940 for 9 nights on our original contract, I was charged just south of 300 for two nights. Lesson learned.||||To be clear: I was as polite as I could be and said over and over that I didn't think any of this was his fault, and I think his price and day count miscalculation was because he was flustered. He was polite and understanding throughout, but just not processing everything clearly. I wish this had been the guy who was there when we checked in, he was really together and I think it would have gone differently.||||The long and short of it is:||- The elevator doesn't work||- There water is unreliable||- The rooms are OLD and haven't had any kind of refresh in decades||- There are other hotels for the same money very nearby||- The staff are aware that it's not ok but have no power to fix anything||- Apparently your room rate is determined at checkout and is "whatever the dude decides to charge you" so be prepared to stand your ground on your...

DO NOT STAY AT THIS HOTEL!!!!!

This hotel is a filthy dump! We prepaid for our room on Expedia & when we arrived the entire hotel did not have running water nor would any of the toilets flush. We waited for 2 hours for them to resolve the problem. Once it became apparent that they would not be fixing the issue that day we asked to check out & get our money back so we could go to a hotel that had running water & toilets.

The front desk worker told us that he was not authorized to refund our room since we pre-paid & that the manager would be in the next day.

I contacted Expedia immediately of the situation & they called the hotel to try & get us out of the reservation. The front desk worker then LIED to Expedia & said that there was no issue with the water or toilets & that no one had been to the desk to complain. That’s a bold lie because there were about 8 other guests lined up at the desk with me complaining. So I handed the worker our keys & said we were going elsewhere that was safe to stay. I asked him why he lied to Expedia & he then lied to me about lying to them. After 8 days on attempting to contact the hotel Expedia has finally received a response from the hotel management saying that they would NOT be giving any refunds. They actually expect their guests who booked with them to stay overnight in their hotel with water dripping from the ceilings, no running water & backed up sewage. What kind of dishonest, unprofessional management is this that they would actually expect people to stay in this situation? 99.9% of hotels out there would have apologized to their guests & granted their request to be let out of their reservation.

Aside from the lack of running water, backed up sewage & leaking ceilings, this hotel is a filthy dump anyways. The photos they show online are NOT would you will find when you actually check in.

You’ve been warned. If you do decide to stay at this filthy dump keep in mind that no matter what happens or how horribly you are treated, the management of this hotel will NOT refund your money. You will be expected to sleep on dirty sheets, have backed up sewage in your rooms & in the public restrooms as well, and to pay full price for it.

I cannot believe that this place hasn’t been shut down & why Expedia offers them on their website to...

We stayed at this hotel 03/29/2024 with our toddler and checked out early morning 03/31/2024. I made sure we are good before we left and after few days, they charged us extra $$ close to $100 for couple of small towels being dirty. I never seen this kind of shameful way of making money in hotel business. They made baseless Aquisition that when they dry clean towels the stain didn't go away. They didn't have bathroom matt so I used small towel so that my toddler won't fall when the floor is wet. That how the stain came from which is 100% guaranteed washable. The management lady also told that we stain and damaged comforter when ask about these charges. My daughter used her own blanket. She may have drop small candy bar stain which is also 100% washable. Please be aware of such charges and take pictures before and after you stay. Everything is old in these hotels and make sure all bedsheets. comforter, towels etc. are clean before you checked in. I stayed 4 different hotels during my visit to Puerto Rico none of they have such false charges. I'll never come back to this hotel.

04/20/2024: Reply to owner: It’s about customer service and I’ll give you Zero on this. I have to call you guys for this 6-7 times and finally you guys reach out. This is your way of doing business and ripping customer then it’s wrong. I saw another similar review that a lady use towel after washing her face and her make up was on the towel and you guys bill her $25 lol. Definitely this is your style to take money out of nothing. Use proper stain remover . You are in the hotel business so you should know better what is missing in the room before customers checked in.Put napkins and paper towel instead of cloths so no one stain old cloths and stop charging customer for baseless things. My toddler use her own blanket and I took this picture day we checked out. All she eat candy bar and keep your none sense to yourself that the stain didn’t go. Please know the difference between dirty and damage. Anyways, I have now learnt from you that to take pictures of the hotel rooms before and after you leave. Karma and...