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32 reviews
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Dec 16, 2024What do the different Marriott-branded hotel labels FACTUALLY mean????
Marriott has 30+ hotel brands & this hotel is yet another example of what FACTUAL differences, if any, guests should expect between the various brands? This property is designated as a Tribute Portfolio, but what does that ACTUALLY mean in terms of guest expectations? The hotel was at most only 50% occupied at our mid-week arrival, yet there was ZERO note of our Bonvoy Elite status & the word upgrade was never mentioned or offered. Asked for a high floor room AWAY from the elevator but received a low floor room DIRECTLY NEXT to the elevator. Realized that an 11:00A check in might be too early, but even though the Lobby was "completely empty" upon arrival we were told that NO rooms were available & we were not allowed to check in until 4 hours later at 3:00P. Isn't it interesting how there can be ZERO rooms, regardless of type, available before 3:00P, but then EVERY room in the building "suddenly" becomes available at 3:00 as if by magic??? A true sign of a poorly managed property. ALL -- 100% of the staff we encountered were courteous & pleasant, but the property is clearly understaffed even though the bar & restaurant staff were trying their best. One evening there were 35 people at the bar & only 1 totally overwhelmed employee valiantly trying to do his best. This hotel is yet another Marriott-branded property that rips guests off with a $35 "destination" fee, that can ONLY be used for lunch or dinner & absolutely NOT for breakfast, which at $22 per person is grossly over-priced anyway. We ordered the $22 fried fish skewers that comprised 4 pieces of fish about 1"x3" & absolutely NOTHING else, which should give you some idea of what to expect in the restaurant. The $35 fee is also NOT applicable to alcoholic drinks, so not only does this Marriott property want to stick guests with an absurd "destination fee", but they want to control how you spend your money as well. Attached Photos: #1 - List of all the items in the room that are for sale, even though some, like ice bucket, bathrobe & slippers are NOT placed in the room anyway. Like sleeping at a garage sale. #2 - Bonvoy "Elite" Member room view. What would a non-Elite member be assigned? #3+4 Housekeeping -- sheets DO NOT fit the mattress but are merely laid on top like a tablecloth. Truly absurd. #5 - Bathroom "after" housekeeping. This property has changed hotel brand affiliation & name several times over the last 20 years & has undergone yet another recent "upgrade?? Sadly, this Marriott conversion has done little to improve overall quality &/or service levels. It is a mid-level property charging higher-level rates because it is directly across the street from 1 of the 2 Cruise Ports. Do yourself a favor & stay at the new Hilton Curio Palacio Provincial that is only 5 blocks away in the heart of Old San Juan, for a FAR superior experience.
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Dec 12, 2024
Highly Disappointed
Where do I start? The crazy check-in process or the noise? Or the price I paid for all of it? This a convenient place to stay if you are cruising. I stayed for 2 nights after I got off a Virgin Voyage. It's right across from the port and right in Old San Juan. That is the only pluses. It took hours to get a room. I was told I would get a call when the room was ready. After wasting a day wondering around in the heat and not being able to freshen up, no call. Finally when back to front desk and was given a key and told how to get to the room. Was not told about the breakfast, welcome drink or food voucher. No other information given about anything. Room was super noisy. Constant door slams and elevator traffic and noise. Also no security for hotel at all. Anyone can come into the hotel and access the floors and show up at your door. Someone I had met on the cruise was coming to store her luggage with me until her flight left later in the day and she was able to come straight to my room with no questions asked or anything. Room was small. I expected that. I did not expect no closet space at all. Just hangers for you to put things on outside. Bathroom was nice however. The refrigerator was unplugged and had mold in it. Very expensive stay for motel amenities.
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Dec 03, 2024Great for a pre-cruise stay
Stayed here prior to a cruise (the hotel is directly across from the cruise port) for one night. Check in was quick, the room was clean, spacious and quiet. The buffet breakfast was included with our room and was good - many options so you are sure to find something that you like. Staff in the hotel and restaurant were friendly and helpful. We would definitely stay here again if in San Juan.
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Dec 03, 2024We will be back!
As a Lifetime Titanium Elite I have traveled extensively and stayed at quite a few different Marriott properties over the years around the world and of course in San Juan too. The transformation of this hotel from a Sheraton to a Tribute Portfolio property has been quite remarkable. Location is fantastic, right in the heart of Old San Juan, our room was excellent and acknowledgment of top tier status was done at all levels. The check in (and I’m sorry I don’t have her name) was warm and she provided a detailed explanation about the property, services offered and dining options. It was all communicated clearly and she even assisted in getting us a table for dinner at Kueros. A special thank you to Armando Emanuelli for ensuring everything was taken care of for us, at the very end of a long awaited for vacation. We have already booked our return visit for March and just extended our stay too. Thank you!
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Dec 02, 2024
Great location and very friendly employees
Great location right next to the Old San Juan cruise terminal where our cruise was departing from. I would say overall this is a very good hotel for the area. Employees were very nice, especially the front desk and the main restaurant. Juan at the front desk was simply phenomenal and helped rectify an issue we had with our room and went above and beyond. Seriously, he is the reason we left very happy. Food at Kueros was very good at dinner and you can even do a carry out option if you prefer to eat it in your room. Self-Parking was pretty well priced and fairly easy to get to from the hotel. Only downsides were a couple homeless people around the hotel and one of the elevators not working. Also, the first room we had had a few issues and the toilet in that room looked like it had not been replaced in many years despite the hotel being very well renovated (why renovate a hotel very nicely only to keep the original toilet).