Condado Vanderbilt Hotel

This hotel is beautiful and in a great location. We stayed a week in an ocean front suite and enjoyed it very much. However, there were a few issues with housekeeping and our room. We arrived around 1:30 and knew check in wasn't until 4. So we checked in and explored the hotel for hours. Had a nice long lunch (all of the restaurants here are very good). We went to get our room key at 4 pm and was told the room still wasn't ready. The desk clerk was a bit terse with me when I inquired when it would be ready. She said we'd only checked in 30 minutes ago so it shouldn't be that long. I let her know we'd checked in hours ago. All in all, our room was ready at 5:30 and we had dinner reservations at 6 pm. The balconies in the ocean front suites all have great views but the sliding doors don't lock, like at all. So if you're worried about safety I'd ask for a guarantee that the doors lock. Also, when you look at the layout of the suite it looks like it has 2 separate bathrooms. They are actually connected by a sliding door so there isn't much privacy. We were traveling with 2 teenagers so separate bathrooms was a big reason we chose this hotel. Housekeeping was very hit or miss. We'd leave our room in the morning and have our housekeeping light on all day. Only once did they clean, change our towels. We had to call numerous times to get our wet bar refilled and they never filled everything. Sometimes you'd get coffee, but no water. Or you'd get coffee creamer but no coffee or sugar. Very hit and miss. Also, a butler service is said to be included with the suites. We never saw a butler but they did text us a few times to see if we needed anything. We asked for a restaurant recommendation and received a good one. Lastly, when we left the hotel I forgot to grab all of my dress clothes from our closet (it's in the bathroom). The clothes can be replaced, but I contacted our butler to ask that they mail them to me and I would pay for it. He said he would but I've never received them or heard back that they were mailed. You'd think a "high end" hotel would take care of something like this. Guess I was wrong.

I must admit, I rarely write reviews. But I thought this story would be important for those making the decision of where to stay in San Juan. Upon check in, we arrived at our room to find a large rumbling and ticking noise from a maintenance closet inside of the room. It was locked, but presumably held the AC unit for the room. Whatever it was produced a loud rattling noise that prevented us from sleeping. That evening I went to the front desk to ask if they could just send up a mechanic to take a look. They replied that a mechanic couldn’t come until the next day so they offered to change our room and have a bellman pick up our luggage. It took fifty minutes for the bellman to come by to pick up our luggage. Five minute walk to the lobby, but it took fifty minutes for the bellman. Upon checking into our new room past 10pm, we noticed another loud rumbling noise. Too tired, we just chose to go to sleep. Presumably, now on a higher floor, from building related machines in the adjacent floor or roof. But the next morning, I turned on the bathroom faucet to find that the pipes underneath the sink were cracked and were literally flooding the bathroom with water. I went back to the lobby to notify them and show them a video of the flooding. (I attached photo evidence below, video on Google Reviews.) Looking to be collaborative, I asked if we could just return to the original room to avoid the flooding. They notified me that the room had already been booked again, by 7am. This indicated that they never intended on fixing the issue in the prior room, but simply rebooked it immediately after I left it. They proceeded to give me keys to yet another room to move to, without a single apology, discount, even an offer of anything to improve our experience. This meant in a period of 12 hours, I now had 3 different room keys. Especially at this hotel’s high price point, to have such poor service, and multiple glaring room issues, I would recommend avoiding this establishment entirely.

We really enjoyed our stay at the Condado Vanderbilt! The pools and all the lounging areas were beautiful!! The staff and service they provided were excellent!! They made everything easy!! The location was really nice - our room overlooked a local beach and we were able to walk to an excellent pizza restaurant - lots of eating options nearby!!

* 1 day ago when you visit an establishment looking to nourish your need for a quality meal and even better service -Tacos and Tequilas is the spot ! hotel vibe with a hip ambiance and servers with Pep in their step. one server in particular stood out amongst the rest and that was Esmeralda. This young lady is years beyond her age in understanding quality hospitality and professional service. From her warming smile to her desire to make you food experience one to remember she goes above and beyond always with the goal that you leave satisfied and want to come back. This company is quite lucky to have her and she is without a doubt an attribute to this business. I would definitely be eating here again and its because Esmeralda truly made the whole experience worth it

Kevin the pool attendant was so help with everything. He gave us excellent recommendations. The hotel is beautiful and the location is perfect. Make sure you catch a sunset off of your balcony. They offer live entertainment and with multiple unique restaurants.