Embassy Suites by Hilton San Juan Hotel & Casino

Recent Reviews: 3400

• User:178sheilaz

  Trip type: Family

  The worst experience in a hotel

  05 Jun 2026

  My experience at this hotel was extremely disappointing and frustrating. I stayed there with my mother, sister, and daughter because the following day was my daughter’s graduation — a very special moment for our family. We spent much of our time getting ready for that important event, using hair dryers, getting dressed, and preparing for the celebration.To my surprise, after our stay, we were charged a smoking fee that I strongly believe was completely unjustified. At no point did anyone smoke in the room, so receiving this charge was shocking and upsetting. What made the situation worse was the lack of clear communication, transparency, and what felt like little interest in hearing our side or properly investigating before applying the charge.This experience left me feeling disrespected, unfairly treated, and extremely disappointed as a guest. On top of that, receiving unexpected charges without a clear explanation creates serious concerns and damages trust in how additional fees are handled.Because of this experience, I would not recommend this hotel for vacations or family stays. Guests expect transparency, fairness, and professionalism when issues arise. My advice to future guests is to carefully review all charges, request documentation or evidence for any additional fees, and keep records of the room condition during their stay. Unfortunately, what was supposed to be a special family occasion ended up being overshadowed by a very unpleasant experience.” General Manager, Guest Services / Front Office at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review We are truly sorry, Sheila, that what should have been a joyful family celebration was overshadowed by the experience you described. Learning that you felt disregarded and unfairly treated, especially regarding the additional fee and the communication from our team, is deeply concerning to us. We understand how upsetting it must have been to encounter an unexpected charge after such a meaningful occasion, and we are sorry for the distress and frustration this caused.Your experience with the billing and communication process will be shared with our Guest Relations team to address the concerns you raised about transparency and fairness. We would have wanted your visit to be memorable for all the right reasons, and we regret that this was not the case. Thank you for taking the time to share such thoughtful and detailed feedback.

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• User:winnie202

  Trip type: Family

  Better beach hotels/amenities

  04 Jun 2026

  Here’s a polished review version:The staff were consistently friendly, helpful, and welcoming throughout our stay, and the property itself was clean and well-maintained.One disappointment was the lack of a shuttle or golf cart service to the beach. Although the beach is only about two blocks away, the walk involves uneven, narrow, and somewhat dirty sidewalks through a neighborhood that may make some guests uncomfortable. That said, we never felt unsafe. At check-in, staff explained that shuttle service is not permitted due to the property’s proximity to the airport and local regulations.The beach experience was also lacking. Aside from an employee distributing towels, there were no services available—no water, food, entertainment, or other amenities. There were very few umbrellas, making shade difficult to find.The resort hosts large events almost every night, many lasting until around 1:00 a.m. Because the property is centered around an open atrium, the bass and noise carried into the room living areas, making it difficult to relax in the evenings. During our stay, a junior prom event lasted three days. The attendees were generally respectful, but having 25–30 teens in an already small pool area, along with other guests, made the space feel overcrowded. With only about 10 umbrellas available, finding shade around the pool was also challenging.Additional drawbacks included very poor water pressure in the rooms and a noticeable lack of music, activities, or entertainment at either the pool or beach. Given these limitations, it was difficult to understand the value of the resort fee.Overall, while the staff and cleanliness were definite positives, the limited amenities, noise from frequent events, crowded pool area, and lack of beach services impacted our overall experience. General Manager, Guest Services / Front Office at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review Thank you for taking the time to share such a thoughtful and balanced review. We are grateful for your recognition of our team’s friendly and helpful approach, as well as the care our housekeeping and engineering teams put into maintaining a clean property.At the same time, it is clear that the limited amenities, the beach access, crowding at the pool, and event noise affected your overall experience. We are sorry that aspects of your visit around beach services and the pool atmosphere did not measure up, and that you found the value of the resort fee unclear. Your detailed feedback will be shared with our leadership so we can review both our amenities and event planning with these concerns in mind.Thank you again, for laying out both the highlights and challenges of your stay. We appreciate the opportunity to learn from your experience.

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• User:Lisa D

  Trip type: Family

  Good hotel with one complaint

  10 May 2026

  Second stay for me here and I like this hotel. Ideally located and the casino is great. Pool with a bar and food being a plus. Not super expensive either. Restaurant in the hotel is decent for a quick bite. Only complaint I have is the beach isn’t that close but close enough, a 10 minutes walk. That is not the complaint but instead the chairs and umbrellas at the beach. We pay a pretty hefty per day resort fee and when we got to the beach there were no chairs or umbrellas available. There were many broken chairs but nothing for us. The worker explained there was nothing left. There aren’t enough chairs/umbrellas to accommodate even a quarter of the hotel. This is not acceptable given we pay for this amenity. This caused us to stay at the pool more because we didn’t want to spend the day at the beach again without chairs or an umbrella. The beach is one of the main attractions in PR so this was very disappointing.

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• User:wineloverlisa

  Trip type: Couples

  Overall a fine stay.

  08 May 2026

  Pros first; the pool area was really nice, just like pictured. There was a bar and pretty sure you could order food. We had no problem finding chairs and umbrella. The walk to the beach was a bit more than 2 blocks but still close. Look for the orange chairs and umbrellas. Very nice set up to have chairs and umbrellas at the beach! We just told the guy what we wanted and he set it up! Cons; worst ES breakfast we have ever had. The oatmeal had corn starch in it, hardly any fresh fruit other than sections of grapefruit, had to ask for salsa and it was some generic store uck, coffee was SO bitter (and I use cream so usually pretty easy) and everything in the chafing dishes was cold. We were really hoping for some local flavor. Same with happy hour, just okay. Our room had an unpleasant odor, was missing half of the bulbs in the mirror (very dark) and we were missing the sheer for the curtain. All minor issues. We still enjoyed our time here. There is a supermarket about a block away, take a right out of the entrance. Very handy. General Manager, Guest Services / Front Office at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review Thank you for sharing your experience with us, wineloverlisa. It is good to hear you enjoyed the pool area and found the beach setup convenient, and we are glad you were able to make the most of your time by exploring the area nearby.We are disappointed to learn that breakfast and happy hour did not meet your expectations. It is especially concerning to hear about the issues in your room, including the odor, lighting challenges, and missing sheer, as these all affect your comfort. Our housekeeping and engineering teams will review what you described to ensure a better experience going forward.We appreciate you sharing both the highlights and the areas for improvement, and thank you again for choosing us for your trip.

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• User:Godsgift L

  Trip type: Friends getaway

  My Fav!💕✨

  03 May 2026

  My Fav!💕✨I Always have the best time here ! Every timeIs a new memorial experience! From the Amenities to the Staff ! Top tier ! I was greeted by Juan who made gave a really warm welcome and Poly really went Above and beyond for me During my stay aswell! Orlando and entire staff made me feel like a princess during my stay ! Trye hospitality with beautiful amazing rooms and amazing lunch and bar by the pool! I couldn’t ask for more !! My new Go-To place when I’m in PR!! 💖✨ General Manager, Guest Services / Front Office at Embassy Suites by Hilton San Juan Hotel & Casino, responded to this review What a pleasure to read your review, Godsgift! Knowing that Embassy Suites by Hilton San Juan Hotel & Casino is your go-to place in Puerto Rico truly makes our team's day. We are overjoyed that Juan, Poly, Orlando, and the rest of our team members helped create such a memorable and welcoming experience for you. It is wonderful to hear that you enjoyed your room, as well as the lunch and bar by the pool. Thank you for sharing your kind words and for letting us be a part of so many great memories. We can’t wait to welcome you back for your next visit!

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