Fairmont El San Juan Hotel

The hotel by its self is beautiful but when staying at such a nice establishment one would expect at least average customer service. This was by far the worse staff I've ever encountered. Myself or my wife are not ones to complain but the way we were treated was terrible. I'll give one example. We used the venue for our wedding ceremony and reception so of course we booked a room and had others in our party do the same. While going over our rehearsal we had a woman from security stop us in a demeaning tone and ask if we have rooms at the hotel. We answered with yes and that we had a wedding ceremony there the following day. She once again asked us if we were staying at the hotel, so we repeated ourselves once again and she kind of gave us this strange look. After continuing to go over rehearsal she stops us a second time asking us the same thing. This made myself, my wife, and all of our wedding party very uncomfortable. We understand safety is important but there is a way of talking to guests without making them feel unwanted. I mentioned this incident to another senior member of security and was given a stone face no sorry for the inconvenience or anything. I'd like to reiterate that myself or my wife aren't ones to complain and this actually my first time going online and writing a bad review. Please be sure to train your staff on proper ways to conduct business. Such a beautiful hotel should not go to waste.

MARIJUANA and low class visitors. DO NOT stay here. My room was filled with the stench of marijuana for the first two days of my stay. Called security twice and each time they confirmed the odor to be marijuana. Security tried to identify the source but had no success. What was once a high class hotel has now become a haven for despicable wannabe social media influencers. Some days you cannot even get a lounge seat by the pool. The hotel offers day passes which attracts the wrong crowd. I will never go back to this hotel. I wrote to the manager asking for a response and have not received one since typing this review.

I have to say that we had the best stay at the Fairmont! Beds were comfortable, services were on point. Staff from front desk, housekeeping and everyone in between were so attentive and polite. Kenneth from guest services and Angelica from housekeeping stood out to us. From their conversations to their recommendations on local places on the island All was very welcome And appreciated. Will definitely will come back, this time with my whole family. Thank you, Fairmont Hotel for this great Stay.

This was a terrible experience - will Never come back. The food and service was awful. Was denied access to the cabaret on my birthday even though I had reservations. Totally mess of a stay. Wait until the Ritz Carlton reopens don’t stay here.

The air conditioning wasn't working in the main tower. Our room was a steamy 80 degrees without resolve! Hotel staff did not let us know this during check in. We were NOT charged for our room due to the inconvenience. However, it made the stay less than enjoyable!