The Cheesecake Factory — Restaurant in San Juan

I want to start by saying that this is not my first time visiting The Cheesecake Factory.

As someone born in Puerto Rico but raised in the States, I expect the same level of customer service at the Cheesecake Factory in San Juan as I do in the U.S. Unfortunately, my experience this time was disappointing.

I came here with my wife for a date night, using a gift card I received for my birthday last year. From the start, our server was hardly present. The water I was given tasted like Sprite instead of regular tap water. I wanted to ask for another cup, but our server was nowhere to be found. She only came by once to give us napkins and never bothered to check if everything was okay or if we needed anything else.

Our server, Rachel, didn’t seem like a bad person—maybe she was having a rough day—but the level of customer service did not meet the standards we’ve experienced at other Cheesecake Factory locations around the world.

After finishing our meal, we waited over 20 minutes just to get the check. Eventually, I had to get up and ask the front desk if we could pay because I was ready to leave. That’s when the front desk receptionist had to walk to our table, and only then did Rachel finally show up to process our payment.

By this time, the manager had come over to check on our experience, which made it clear that something wasn’t right. It was only at the very end, when Rachel brought back the final check after we had already paid with our gift card and some spare change, that she showed visible frustration. She simply dropped the receipt on the table without saying a word or even wishing us a good day. Her attitude at that moment was unnecessary and unprofessional.

Needless to say, I won’t be dining in at this Cheesecake Factory again. I might grab a slice of cheesecake to-go or sit outside, but I won’t be dining in or being served by the same waiter.

I’m not someone who frequently leaves negative reviews—if you check my Google Maps history, you’ll see that I usually leave positive feedback. However, I felt this was necessary to share.

On top of the poor service, the food didn’t even justify the cost. I’ve eaten at far better places with similar pricing but much higher quality food and service. For example, Metropol at the San Juan Mall consistently provides spectacular customer service. Our waiter there has always gone above and beyond, and we’ve happily tipped them $20+ as a token of appreciation.

For me, it’s not about being "cheap" or acting like a "Karen"—it’s about receiving the service you expect, or at the very least, the bare minimum. When people go above and beyond, we have no problem tipping generously.

Thankfully, the manager (whose name I forgot) was amazing and made up for the bad experience by offering us a free slice of cheesecake to take home. I truly appreciated that gesture and the fact that she took the time to check on our experience. That’s the kind of service that shows The Cheesecake Factory still cares about its customers.

That said, I won’t be returning to dine in at...

The Cheesecake Factory at Plaza Las Américas is an absolute delight and one of the best dining experiences in Puerto Rico. From the moment you step in, you’re greeted by a warm, inviting atmosphere, friendly staff, and a menu so extensive it feels like reading a delicious novel!

The food is simply phenomenal. Whether you’re craving comfort classics like their signature pasta dishes, a hearty burger, or something lighter like a fresh salad or avocado toast, every dish is perfectly prepared and bursting with flavor. The portion sizes are generous, so be ready to leave with leftovers (or a very happy, full belly).

But let’s be honest—the real star here is the cheesecake. The variety is overwhelming in the best way possible! From the rich and decadent Godiva Chocolate Cheesecake to the fruity and refreshing Fresh Strawberry Cheesecake, there’s something for every palate. My personal recommendation? The White Chocolate Raspberry Truffle—it’s a slice of pure bliss!

The service at this location is top-notch. The staff are attentive, friendly, and always eager to recommend their favorites or accommodate special requests. Even during busy hours, the team handles everything with efficiency and a smile, making the experience all the more enjoyable.

The location in Plaza Las Américas is also a major plus. After a day of shopping or exploring the mall, there’s nothing better than unwinding with a fantastic meal and a slice (or two) of cheesecake. The restaurant’s chic décor and cozy vibe make it a great spot for any occasion, whether it’s a casual lunch, a celebratory dinner, or just a sweet treat stop.

The Cheesecake Factory at Plaza Las Américas is a must-visit for anyone in San Juan. It’s a perfect blend of incredible food, impeccable service, and indulgent desserts that leave you wanting to come back again and again. Highly...

I was craving one of the Cheesecake Factory Salad, so made an order at 8:33pm. The order was supposed to be ready for pick up at 9:03. To my surprise at 9:00pm Puerto Rico experienced a total blackout. Instead of picking up the salad decided to eat it at the restaurant because they have a generator. Took a shower, got dressed and arrived at the restaurant at 9:25pm. Another surprise, the restaurant was closed. All the lights on, a few clients eating inside and the employees where cleaning. I knock a few times on the door. There where some employees right in front of the door ignoring me. That’s a very, very uncomfortable feeling, when you know they can hear you but choose to ignore you. Minutes later one of the employees was kind enough, to walk to the door. He told me that the restaurant was closed for the night because of the blackout. I told him I was there to pick up an order that was supposed to be ready at 9:03pm. He let me in to speak to the manager, who told me that he doesn’t have an order for me, the kitchen was closed and that I have to call tomorrow and speak to another manager to get a refund. Totally unacceptable. He didn’t even care. Very unlikely compared to the service I have received for years from this restaurant. Found myself on the middle of a total blackout looking for an open place to eat. I’ll call tomorrow to get my refund. Then I will leave my feedback of this experience on the pertinent channels with the same amount of care and empathy I received at your restaurant yesterday. There’s plenty of options to eat and received the good service any paying customer deserve. Thanks...