San Juan Marriott Resort & Stellaris Casino — Hotel in San Juan

Where do I begin? I communicated with Marriot through email two weeks before arrival for a name change, sent in all my documents and received confirmation that my name was changed. Also saw the change in the app. Upon arrival, no name change in the system, was called by the wrong name my entire stay!

I “checked -in” on the app for my arrival time—according to hotel staff that should allow me to be placed on a priority list and checked in sooner than 4 pm. Upon arrival (12 pm) I was told that the room should be “ready soon. ”Soon” was 3 hours later. I will not fully put this on the hotel. I should have booked through my rewards program because they don’t have a guaranteed early check in otherwise. However, they were never transparent about this until I continued to ask what was going on. If you read other reviews it’s a common issue. The front desk puts it on housekeeping. Most the time I saw housekeeping hiding and talking to one another—which indicates why the rooms aren’t being cleaned and readied sooner.

I placed my shades on a bench outside where there is security and concierge staff all over, no sooner I turn my back—they were gone. Again, not the hotels fault —however I was told by security and concierge they would “check the cameras” and follow-up. That never happened and no matter how many times I asked—no one followed up. Just the formality of taking my name and info but never actually following through. Ultimately I was told “they were Gucci, soooo!” In other words, you won’t see them again.

The power failed in the entire hotel about five times, at one point there was no elevator service and we were on the 16th floor. There was never ice in the dispenser on my floor.

Visiting the tour desk for some ideas and things to do for the next morning—of course—nothing. Nothing available to do and couldn’t make a promise on the rainforest. She gave me some numbers to do the leg work myself. Why is this staff person there if I can plan this myself?

The food in the main restaurant was not on par w/ the rest of the island. My dinner server, though nice, wasn’t informed and didn’t reveal necessary details about the meal (i.e. “we have fried snapper,” but never told me it would be slathered in tomato sauce). It also took very long to arrive to the table. Not to mention the biggest cockroach I have ever seen in my life was running all under the tables. Gross. Made me very uneasy about eating the food.

At breakfast the next morning the utensils were filthy and the server seemed very annoyed I brought this to her attention. She refused to serve the table after. I did not report her because she was pregnant and I didn’t think it was worth additional stress on her. But she was extremely rude.

The hotel looks nice but it is not clean. You can see dirt corroded in corners of the elevator, days old water sitting on the steps of the balcony connected to my room— gross. Hair left in the shower from the previous user.

The conditioner bottle in the shower was empty. And of course no late, late checkout. They did allow me one hour. I see another poster only got 1/2 hour. So I guess I was fortunate.

The beach was the only saving grace and some staff. The beach is beautiful! The staff accommodates as much as they can.

This is my second stay here and I would not stay again and don’t recommend. The area is very convenient and there is so much to do and see and SO many places to stay!

PR is too amazing of a place for the stay to not be exceptional! It is an exceptional island, exceptional people and exceptional food.

This location does not live up to that. If you are used to service you won’t get it here unless you go through your rewards program. The stay is very pricey. Also check your bill if you book through the website. There was a weird “charity” charge that no one could explain.

I got nothing from this hotel but a place to sleep. No service, no good food, no accommodations, no supplies, no excursions. It offered me a very pricey place to sleep. I could have went else where. Don’t waste...

This Marriott Stellaris and Ocean Club Management is the worse customer service and member relationship staff that I have seen in 30 years of adult travel. I am now a PR resident from Georgia and had been a member of the Ocean Club for 2.5 years. I had an argument last week with one of the desk attendants. After bringing in multiple referral members and spending over $15K annually with clients, family, friends, and referrals at this hotel, I was denied access to a wrist band and to speak to Ocean Club Supervisor by the attendant. This attendant is one of the two most lifelessly personable team members in the club (most club team members are good). After voicing my displeasure and going to get one of the members referred to the club by me to get a guest band, the Supervisor came to dispel the situation, which was a referral month owed to me that was not written down on my account. That could have been addressed at any convenient time had the attendant simply provided a guest band with a little respect for a paying member while the situation was fluent. Instead, she set in place a very confrontational discussion displaying total lack of respect and proper treatment to a paying member then calling security (who, by the way) left immediately once they spoke to me and saw how ridiculous the entire situation appeared. The Supervisor finally agreed that I should keep the referral because there had been no communications to the membership on anything related to changes in the past year nor proper training to the staff to inform members of changes. The next day, I received a confirmation email on our agreement and a freeze form so that I could freeze my account or pay the annual dues the following week. She also sends the family pricing (only) for renewal when I had never bought the family package. When I questioned her on this and requested to see my file and what the original contract stated, her response was that Ocean Club would not share individual member files with the members. What exactly are they doing with our files that they will not share? This is a seriously sensitive issue, and I responded that I would be speaking with the hotel GM before renewing because she is not honoring past commitments and experiences as far as referrals, renewal pricing and account flexibility. When I filled out the freeze form to have time to speak to the GM without being delinquent on the membership, the Supervisor informs me that she is denying renewal and will not reimburse my initiation fee of $1200. To recap, she sends a confirmation of our resolution, a renewal amount twice what I paid, a denial of the member discount given the past year, a freeze form and then denies renewal when I state that I would be seeking the hotel General Manager. To make matters even worse, one of my personal referred Ocean Club members had a reservation in hotel the next day. They told the hotel that they may be checking in late to hold the room but, instead of honoring the reservation, the hotel that night at 10:30 PM rebooked the room to get a higher rate. When my friend and his wife and his 6-MONTH-OLD BABY tried to check in, they were denied a room and sent out on the street even though they were also Ocean Club Members at the hotel. All the hotels were booked because of a concert so they had to search at midnight for hotels WITH A 6-MONTH-OLD BABY finally getting some actual hospitality and accommodations from the Hilton Doubletree (GO HILTON!).

This hotel needs some serious management improvements in Customer Service and how to manage a Club Resort with...

Let me start with the good. The hotel itself is beautiful. Location is excellent. Would I visit again? Maybe. But I will NEVER recommend having an event there. I recently had my wedding at the San Juan Marriott Resort Stellaris Casino 7/8/23 and was extremely disappointed in the service received. First, I’m a loyal Marriott customer (Marriott Timeshare Owner 18yrs and a Platinum elite member). My initial interaction with the sales manager & event supervisor was superb. My husband and I couldn’t wait to meet the supervisor in person to say thank you for all of his help. Unfortunately, he informed me that his last day of work was a week before my wedding and that the director of events would reach out to me and transition everything. The director ignored my calls (or should I say, I was told on multiple occasions that she was in a meeting.) Everything went downhill from there.

I reserved the Executive suite for 6 days, 3 months in advance. Just before check in, they told me that the suite was no longer available and gave me 2 connecting rooms instead. When I complained about the issue, I was only offered 50,000 points for the inconvenience, which I have yet to receive.

The banquet and kitchen staff stole the top tier cake of my wedding cake. We were supposed to take the top tier home to save for our 1st anniversary. They didn’t serve the cake until 11:30pm, 30 min before we ended. Due to the age of most of my guests, most had left by then. The banquet manager claimed they served 100 servings to 60 ppl! By the way the top tier was chocolate and no one had chocolate cake! We were supposed to have 2hrs cash bar and 2hrs open bar. The bartender only worked the 2hrs of open bar. When my husband and I approached the banquet manager as the bartender was packing up, he said they didn’t have a cashier available. Oh and he ran out of liquor!

We reached out to the hotel the day of the deadline for meal count to remove 4 meals. For 4 days no one returned my calls. On the 5th when I finally spoke to someone, I was ultimately told I’d still have to pay for the meals because now it’s too late. It seemed like a losing battle so I let it go. However, they never provided the option to bring the meals out that I paid for which could have been provided to guests that may have wanted additional servings.

Per my contract, my parents were supposed to get a complimentary upgraded corner suite. When I asked the front desk about it, they acknowledged they placed my parents in the wrong room (standard king), however, never upgraded them.

Family members were incorrectly charged with pool bar and breakfast buffet services that they never used. Although the charges were reversed, this happened to 3 different rooms.

Family members requested close rooms due to disabilities of some, but they were split on different floors.

Originally, the wedding ceremony was supposed to take place on the ocean terrace, however, due to rain, we had to go with the inside backup location. The backup location was contracted to be 2 ballrooms, instead, it took place in a foyer. The cocktail hour was supposed to be high boys and cocktail tables. They were never set up. Instead, my guests had to remain seated and were served appetizers in the wedding ceremony chairs. Needless to say, I was very disappointed...