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The Condado Plaza Hilton


    The Condado Plaza Hilton
 in San Juan
    The Condado Plaza Hilton
 in San Juan

Reviews

TripAdvisor Traveler Rating:
4942 Reviews
Latest TripAdvisor Reviews

  • Not even close to being ready again

    by Kujo96 on 2018-03-25 010:32 pm

    Understandably, PR is working very hard to recover from the horrible hurricanes. But trying to put regular leisure and families in a property that is still in disrepair is a bad idea. This hotel is filled with recovery workers (great job guys/gals). Not even close to ready for family travel.

    Owner Response
    Dear Kujo96,

    Thank you for taking the time to write a review and for letting us know about your experience in our hotel. As your comments are of utmost importance, they are used for our service delivery improvement. We want to make sure we meet expectations before guest arrival, one can find the list of services and amenities we are offering while in restoration mode in our websites. We hope you consider coming back with your family once we finish so you can experience what our hotel truly offers.

    Sincerely,
    Carolina P, Guest Experience Manager
    carolina.padin@hilton.com

    Carolina P, Manager at The Condado Plaza Hilton, responded to this review

  • Condado Hilton

    by rbeck67 on 2018-03-25 05:02 pm

    The hotel is being repaired, there is no restaurant (other than Dennys), there is no bar, the lobby is set up temporarily in the Mezzanine, my room was not cleaned after the first night, the TV did not work, the price was out of line for the value.

    Owner Response
    Dear rbeck67,

    Thank you for taking the time to write the review. We use guest feedback to improve in our service delivery and we appreciate you letting us know about your satisfaction. As exposed in our websites, our hotel is open while in restoration and offering a few services and amenities. However, we are looking forward to the renovation and have our renewed property for our guest's enjoyment. I hope you consider coming back once finished so we can change your perspective. Feel free to contact me.

    Sincerely,
    Carolina P, Guest Experience Manager
    carolina.padin@hilton.com

    Carolina P, Manager at The Condado Plaza Hilton, responded to this review

  • En route to Recovery

    by jayrodsan on 2018-03-25 08:37 am

    Stayed in the property for two nights and the facilities are clearly in need of refurbishment; management's effort to get up to speed after the disaster is evident. BLUF: the pool bar os npt operational. The ocean terrace is off limits. Picayo is closed. Starbucks, lobby bar, the noodle place and Dennys are open. Rooms have hot watwer, A/C, TV and some ammenities. I am confident they will recover and get back to be one of the best hotels in San Juan.

    Owner Response
    Dear jayrodsan,

    Thank you for taking the time to write a review. Your feedback is of the utmost importance to us and we greatly appreciate your recovery comments. We are definitively undergoing a restoration/renovation process in which our hotel will have a new look for our guests to enjoy as exposed in our websites. We hope you consider giving us another opportunity once we fully reopen so you can experience what Condado Plaza truly offers.

    Sincerely,
    Carolina P, Guest Experience Manager
    carolina.padin@hilton.com

    Carolina P, Manager at The Condado Plaza Hilton, responded to this review

  • Was told they had to room for me even with a confirmation number and deposit on room

    by Lora P on 2018-03-22 09:32 am

    I arrived to the hotel at about 6pm or so and was told that they did not have any rooms available, even though I had a confirmation number and had put a deposit down on my room. They never contacted me prior to my arrival to tell me about this, and only upon my arrival did they say they did not have a room for me and had reserved a room for me instead at the Holiday Inn. The manager apologized for the "inconvenience" but could not explain why no one from the hotel had attempted to contact me about this before my arrival. I am a single woman traveling alone and therefore do my research in advance regarding hotels I stay at; I was not given the opportunity to do this for the Holiday Inn. I re-booked my trip back to the states because there were no other hotels available in the area. While I was waiting for my cab to take me back to the airport, someone else had checked in directly behind me without issue. I am extremely disappointed in this treatment and recommend you think twice about booking here because a confirmation number and deposit on the room clearly doesn't mean you have a room waiting for you.

    Owner Response
    Dear Lora P,

    Thank you for taking the time to write a review. I'm terribly sorry about your arrival inconvenience. Your feedback is of the utmost importance to us and your experience was discussed with our Executive Committee. I completely understand your disappointment and we are using this to improve. Please know this is not the usual in our hotel.
    We are undergoing restoration/renovation to offer our guests a top notch property with new and excellent services. I hope you consider giving us another opportunity once we finish, so you can experience what Condado Plaza truly offers.
    If you decide to do so, please contact me personally and I will be with you every step of the way.

    Sincerely,
    Carolina P, Guest Experience Manager
    carolina.padin@hilton.com

    Carolina P, Manager at The Condado Plaza Hilton, responded to this review

  • Comfortable. Lack of Maintenance

    by housedoc99 on 2018-03-12 011:44 pm

    Opportunity for Improvements. The in and out parking barricades were blocking the entry with no attendant on serval occasions. A few days the entry lane would be blocked which force you to back up in the aim street.

    Owner Response
    Dear housedoc99,

    Thank you for taking the time to write a review. We apologize for the parking inconvenience you experienced. We are currently meeting with the parking management to discuss this issues as our guest satisfaction is of the utmost importance to us. We hope you consider coming back once our hotel is fully restored with renewed property and services.

    Sincerely,
    Carolina P, Guest Experience Manager
    carolina.padin@hilton.com

    Carolina P, Manager at The Condado Plaza Hilton, responded to this review


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