Caribe Hilton

Front desk staff and management were horrible. I’m 67 and my wife turned 65 on Sunday March 23’ the day we arrived for our vacation. I went to check in only to discover that the reservation was in our son in laws name, and since our name wasn’t on the reservation they couldn’t check us in. I explained that it would be several hours until our son in law’s flight landed, we had just spent 11 hours traveling, we’re hot and tired and just wanted to get into our room. THE HOTEL MANAGEMENT KEPT REPEATING THAT THERE WAS NOTHING THEY COULD DO. The Caribe Hilton staff would not let a senior couple into their room, period. No one was interested in finding a solution, they just kept repeating there was nothing they could do. Ironic how a brand founded on hospitality was so completely inhospitable to us. I raised my complaint to Hilton national support and they told us to work with the hotel. I explained that the issue was raised because the hotel refused to do anything. If you are making vacation plans I highly recommend not staying at a Hilton property. They aren’t interested in the customer, only following corporate policy.

I had the worst experience at Caribe Hotel and would not recommend it to anyone. From the moment we checked in, we knew something was wrong. The entire room smelled like mold, and the AC was filthy and covered in mold as well. It was unbearable to stay in, so we immediately requested to check out and get a refund. However, because we booked through Hotels.com, the front desk told us we had to contact them for a refund. Hotels.com tried calling the hotel multiple times to resolve the issue, but the front desk refused to pick up. On top of that, the hotel felt unsafe. At night, someone attempted to open our door, which was terrifying. We reported it to the front desk the next morning, but they didn’t seem concerned. The conditions of the hotel were just as bad— the pool was disgusting, the carpet smelled like vomit, and overall, everything felt unclean and poorly maintained. If I could give zero stars, I would. Do yourself a favor and stay somewhere else. This place is not worth the stress, discomfort, or safety concerns.

My wife and I had a wonderful time. We were on the 16th floor of the Wave Tower and our balcony had a breathtaking view. Staff were friendly and efficient, whether at the front desk, restaurants or the beach. We enjoyed the live music on the weekend and had a great time in the warm, calm waters along the beach. Staff were handy in setting up beach chairs and umbrellas and in bringing drinks and food. The hotel is about 25 minutes from the airport and only a 5-minute ride via taxi or Uber to Old San Juan — a terrific location! Our room furnishings were a bit dated, but the bed was very comfortable and everything was in good repair. The bathroom and shower were enormous. About the only thing the hotel lacks are restaurant and grocery options within walking distance. We would certainly return.

It breaks my heart to write this review. My fourth time at this property and it will be the last. I’ve never been assigned a room in the Beach tower. The entire place smelled of weed, the room was filthy and run down, including a dirty towel left on the floor. Around the pool, loungers were broken and cushions were torn. Staff cared much less about making our stay enjoyable. We moved to the Wave tower at my request. The rooms are nicer, cleaner, better maintained. But this will be my last stay at Caribe Hilton. I regret the friends and family I’ve encouraged to stay and won’t continue to recommend.

This hotel offered everything I wanted in a weekend getaway from New York: convenient access from the airport and old San Juan (by Uber) and beachfront access. Sure, the rooms might look slightly rundown, but you're not coming to Puerto Rico to hang out in your hotel room. The beds were comfortable enough and the view from the ninth floor of the beach wing was fantastic. It's a very big hotel - large pool area, a few restaurants (which seemed expensive compared to everywhere else we ate) and a few bars.