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Resort Details
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Customer Ratings & Reviews
TripAdvisor Traveler Rating
8248 reviews-
Poor Customer Service
I stayed at this hotel in November 2024 the service was horrible. The hotel smells like mildew. The hotel has construction going on. I had called and spoke a hotel supervisor before i had arrived for an upgrade it was like crazy how i was treated. The management is not professional. I called Marriott customer relations when i was at the hotel it was that bad... how has a tub in there rooms 2024.. The shower curtain in the room was DIRTY and cracks... SMH.. Told front desk they stated they did not have any rooms available... CRAZY..The price you pay for the hotel is not worth it...
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A good overall stay !
Stayed for 6 nights and had a good stay. The hotel was still under construction and that was a bit of a nuisance but manageable as it appeared to be nearing completion. The locations is great to walk to many nearby restaurants. We checked in later in the evening and Grace was very helpful to get us checked into our room efficiently. Miguel and Alex at the breakfast service were amazing always welcoming and recognizing us. Julio was great on the beach providing timely service as the only server out there one day.
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A Beautiful Vacation
To say that we were thrilled with our recent trip to the San Juan Marriott Resort and Stellaris Casino is an understatement. It was our first visit to the property and my husband and I were there with his brother and wife. Even though the building was under renovation, the lobby was still beautiful and lively. Each time we passed in or out of the front doors, they were opened by attendants who greeted us warmly. Almost every employee at the resort had a smile and kind word for us and questions were answered immediately and thoroughly. I really cannot say enough good things about the professionalism and genuine nature of the staff. A few highlights included Marie, Brian, Angel, Jean and Chris at the lobby bar, Luis, Pedro and Jonathan at the roulette table and all of the waitstaff in the breakfast area each day. The pool was great, with a water slide and swim up bar. The beach was also nice and wide. Our room was a suite with two balconies and we were impressed by the size of it. Overall, we loved our trip and cannot wait to return to the resort. Well done to the entire staff at the San Juan Marriott!
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Worst Hotel Experience in PUERTO RICO!
I felt discriminated and harassed by the hotel staff even though I am a Titanium Marriott Member. The staff at the front desk is inadequate to deal with complaints and issues. Management at the hotel has no concept of customer service or problem resolution. Look for another property that has customer service as their best interest. Overpriced drinks and food, poor customer service and lack of empathy from management leads me to cancel my account with Marriott and seek other accommodations. This property was the worst experience I have ever had while travelling. Shame on you!!
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construction going on in October
we were disappointed at first to find construction going on at the resort but decided to make the best of what was available The pool was great Daily activities were fun, water aerobics and bingo, etc. I had a massage at the spa with Giovanni that was the best massage i’ve ever had So glad i splurged on the massage/ sea salt glow scrub Drinks and meals were overpriced in my opinion but overall we enjoyed our stay Our room was nice with a beautiful view of the ocean The staff are all amazing! security everywhere