El San Geronimo Hotel — Restaurant in San Juan

Because so many things occurred at this hotel during our stay, I'll go point by point to be concise:

TL;DR: I had a tremendously frustrating stay here, never heard from the manager, was given conflicting information, AC stopped working two nights, may have almost been assaulted, and was offered a discount that I had to ask about several times. Pass on this hotel!

1. When we arrived, we were given directions on where to park. We were told to park in a parking lot behind the hotel, to the right. Because the front desk rep wasn't descriptive enough, I drove around for about an hour trying to find this parking lot. In the morning, when we exited the parking lot they were trying to charge us $56. We were informed by the overnight front desk rep, that they had a contract with the parking lot so that we'll only pay $24/night. They told us they didn't, but honored the $24.

Apparently, the parking lot that charges $24 is to the right of the hotel, not the left. We didn't discover this until our last night at the hotel.

We ended up parking in an abandoned area near the hotel, with no lighting, that doesn't charge for parking. Across the street from Luis Munoz Park. It was approximately a 10 minute walk from the hotel.

A drug addict in the darkest area of the walk looked like he was getting ready to rob me, but I was on the phone with my wife, that seemed to have spooked him, and he didn't. He took off his shirt and looked like he was pumping himself up, and then just walked past me... To be fair, I could be perceiving this moment wrong, but it was frightening none-the-less.

2. Once I get to my room, I find out the room was misrepresented. I show them pictures from the Priceline posting, and the description of the room that mentions two double beds. He says he'll talk to his manager, and get back to me. He doesn't. The morning front desk rep tells me they won't be changing my room. I show her the same things I showed the overnight front desk rep. Nothing.

3. For 2 nights, our AC went out. It went out for the entire third floor due to some kind of electrical issue. We called the front desk, and they said they would fix it, but didn't.

In the morning, we called the front desk, and they didn't even know the third floor was without AC. Handy men worked on the problem, and it was repaired by the time we came back that night. After one hour, the AC stopped working again for the entire third floor. I went to the front desk and insisted that my reservation be cancelled or that my room be changed. He offers me a 20% discount and says he'll change my room. Ten minutes later he says he can't because the rooms are all booked. I go back to my room, and tell my wife to unpack the things I had just told her to pack because they aren't changing our room. Ten minutes go by again, and he knocks on my door to say they're changing our room.

4. The morning we leave I asked about the discount. They say it was approved. I leave a happy camper.

Once my charges post fully two days later, I call the hotel to ask about the discount, and they say, "We changed your room," and I say, "Yeah, but we were told we were getting a discount as well and that it had been approved." She says she'll talk to the manager and call me back. She doesn't call back. I call back the next day to find out the discount has been approved.

5. To be fair, the hotel is gorgeous, but the "standard double room" is very small. The bathroom is very small. "Knees to the wall when using the toilet" small. The shower in the "standard double room" leaked like crazy. The bigger room that they changed us to for our last night was much bigger and nicer. This was the bigger room they show and described on Priceline when booking.

Through all this, never once spoke to...

First, I want to address the pictures on their website showing what is around the area is incorrect and not even within walking distance to the Sheraton hotel which was what was displayed online. Weeks before our vacation in Puerto Rico my friend, Angel and I called the hotel to ask if there was a way to do an early check-in due to our flight landing at 9 AM and hotel check-in time being 4 PM. This is when we spoke to Christopher and were confidently told that we could check in as early as 9 AM with no problem as he got our information down to confirm this request. Now Saturday comes along, which is the day of our arrival. We landed at 9 AM and got to the hotel around 9:15 AM, we approached the front desk to talk to Antonio where we were told there was a mistake and whoever told us the early check-in information over the phone was incorrect, then reminded us that check-in time is 4 PM. We then ask to speak to the manager, Antonio tells us that he comes around every day from 9-10 AM so he should be here any minute now. Yet, he still checks us in and demands payment before our room is even ready. I then gave him my card information and ended up standing in the lobby with ALL of our bags for 3 hours before our room was ready…. This was exactly what we were trying to avoid especially after a long day of traveling. We then ask where the manager is since it is past his designated times and we get told that he is actually in a meeting and he will come by later today to speak to us personally. Once we got into our room around 1 PM we unpacked, and went back downstairs to ask about the manager's whereabouts, where Antonio then tells us he was there but then left…. We then are informed that he will have the manager come speak to us as soon as he gets in the next day. So night time comes around and we get ready for bed and then realize it is freezing and we can't get the air condition to work and it was stuck on 20, so then we proceed to ask for more blankets and were told all the blankets were dirty and the AC could not be fixed. Sunday we go down in the morning to ask for the manager and we are told he does not come around on Sundays and neither does the guy for the AC We were finally given blankets for that night but they were very thin and we only got one each Monday comes along and we went back down stairs and ended up having a debate with the manager Rafael as he invalidated our feelings and comfort after expressing severely that we were not comfortable after finally making headway with him he quickly decided to switch our rooms in hopes to solve all the issues we were having but the issues were not only within the room As i proceeded to ask for the pricing for the day we had to wait he proceeded to say it's not a guarantee even with all the hardship we had to go through We were told that we need to move rooms quickly which we did with all of our stuff despite the elevator not working and us having to go up three flights of stairs with luggage for a week long vacation Once we got into the new room we realized a huge hole in the bathroom door as well as a roach in the crease of the closest mirror on top of that the AC in this room was not working either and was stuck on 17 So we proceeded to ask for blankets and we were told there were no clean blankets so they gave us one thin sheet each again which did not work so we had to sleep with the window open which didn't work either. (To...

This hotel is incredible. The service from the staff is amazing. The rooms are huge - we had a queen bed with a pull out sofa and had plenty of space for myself, my wife, and our child in the playpen (playpen provided by the hotel). The washrooms are all tile and beautiful, the rooms are well described as "minimal" but are well appointed. The 4K Smart TV has all the apps you would need - Netflix and Amazon included.

The location is smack between Candador and Old San Juan. Neither are in walking distance - about 40min - but you are better off with an Uber as they are cheap, and parking can be challenging.

The breakfast vouchers are to the food court adjacent to the hotel, a 3 minute walk. The food and service at the restaurant are amazing - the $5 voucher let's you get the total value of the meal, however I had no problem upgrading my breakfast to the $6 panini for no additional cost most of the time, and could choose between any of the coffee, latte, etc drinks. Please tip the staff at the restaurant, they are amazing! Also, the cafeteria is great - beautiful sun filled deck with benches to sit on and enjoy your meal. Plenty of other places to eat local lunches or dinners.

Parking is super easy if you have a car. You can rent the vehicle from the Candador Hotel across the bridge at Enterprise and save the additional cost for renting at the airport. When your first arrive at the hotel, pull into the bike lane and offload your luggage with the staff. They will direct you to the Hilton Valet parking next door - VALET PARKING IS NOW ONLY $15 USD with unlimited in and out privileges. Great deal! The parking is only a five minute walk away.

The hotel is definitely above what I expected for a three star. A great deal vs the cost of local four star hotels. Only issues I discovered: some of the renovations were done rather hastily - probably in order to meet opening deadlines. The washroom door squeezes against the tile walls to close, and they were a couple holes in the drywalls that were cut for lights but were not used and left open. The BIGGEST issue we had was the potential for noise in the hallways. All the guests were quiet for the most part when we were there but if they were to make noise at night in the hall, it will easily wake you up.

They have plans for a rooftop pool and a kitchen in the hotel. Once they do this, I fear the price for this place will spike. However, with the incredibly comfortable rooms, and the many beeches nearby within walking distance, we will definitely be looking for an opportunity to visit Puerto Rico and this...