The Condado Plaza Hilton

I must say that I had a wonderful stay at The Condado Plaza Hilton. The hospitality at this hotel is literally off the charts. Every single employee that I encountered was extremely friendly and helpful. Just off of the hospitality alone I would definitely return here. The rooms were extremely clean and comfortable. The ocean view was spectacular as we sat outside on the balcony for a bit everyday. The bathrooms are extremely modern. One thing that I loved was that they stocked the bathroom with Peter Thomas Roth products including lotion, shampoo, conditioner, face wash and soap. That is a brand that I am very fond of and use at home as well. Condado has 2 pools and a jacuzzi. The larger pool which we stayed in for most of our stay had a swim up bar which is always a major plus for me as I like to drink a lot on vacation. The bartenders were super cool. The waitresses were also walking around if you just wanted to order from your beach chair. The waitresses were on the money and very attentive by the pool. There is a beach attached to this hotel as well. It’s small but there are beach chairs and plenty of room to swim. There is not much beach anywhere along Ashford Avenue so it was nice that Condado at least had that. Some of the other hotels on this avenue do not have much of a beach area at all. This hotel is also walking distance to all of the fabulous restaurants and shops along Ashford Avenue so this is definitely a conveinent location. There is a bar in the hotel lobby where we pre-​gramed and hung out. They also have a discothèque which had a big party on Saturday and a separate sports bar as well. We were here for the NBA Finals and the sports bar was rocking with tons of TV’s and drinks flowing. We ate out for all of the trip but we did eat breakfast here daily which was good. They do not have a spa but there was a man giving massages beach side. He knew exactly what he was doing and gave real sports massages ($ 90 per hour). He said that he was Jean Claude Van Damme’s masseuse at one time which I do believe because he was that good. The staff will flag a cab for you at any given hour to take you anywhere you need to go. Overall it was just a fantastic experience. I cant say enough good things about this hotel. I definitely recommend!!!

This is a hotel advertised on free wi-​fi which we didn’t have access to the entire 4-​night stay. We were told at check in that we also had an additional resort fee which also wasn’t told to us initially which totaled $ 114 at the end of the trip. Each night we let the front desk agent know we didn’t have wi-​fi access and we were told to go up to our rooms to call down to the front desk. When we did so the front desk didn’t answer. On the third day, the front desk answered and just forwarded us to AT&T who diagnosed that we had no access to Internet in our hotel room. When we let the front desk manager know he assured us we would receive a credit to our account. The next morning upon check out the daytime manager (Jose santamaria) let us know we wouldn’t receive our promised credit since there was no notation in our account. When we asked for him to be accommodating as a service gesture all he kept repeating was that he respected our opinion and did not feel like accommodating us although he could. I am traveling with a group of friends who all work in retail with a background in hospitality. Jose’s rude demeanor and his open commentary of CHOOSING to be unaccommodating to us at the moment is mind boggling. Someone is clearly in the wrong field of business because guest services isn’t his strong suit.
Oh and we forgot to mention the damp sheets, leaking ceiling in our room, and another guest room’s dirty room service dishes left outside our door for 4 nights.

I came here after an 8 hour flight to get checked in at noon. They wanted to charge me 60 for (early check in) I asked to speak to a manager and was told the same thing. I had to check in until 4 pm. The Denny’s right next to it has very slow service, food not so good. Had to pay for daily parking. The hotel’s lobby is nice; the décor is fancy only on certain areas. The rooms are not what I expected for a Hilton. They are very basic and small: the tv small and not very loud. The room smells dusty and the floors are slippery. Stay away from this hotel. I tried getting my refund but booked the package with Priceline and they won’t refund my money. Other wise I would of been gone. Save your money and go to a nicer place.

Long check-​in times and the Hilton Rewards App is also total shit. I really like Puerto Rico but I could do without this nonsense. I would suggest using AirBnB and scraping the Hilton off to its past glory. Maybe they should just bulldoze the place like they did to the neighboring hotel.
NO BUENO
Day 2 no pool towels. I was told go steal them from a house keeping cart in one of the hallways. Are you sure this is a Hilton?

We came here for our long-​belated honeymoon, and had a generally good time. There’s one big con (which I’ll get to) but lots of pros:
— Excellent location, right in the heart of Condado, walking distance from a ton of beaches, bars, restaurants, and historical sites.
— The lagoon is beautiful, and the hotel has a private beach right on the lagoon.
— If you get a ocean view room (GET A OCEAN VIEW ROOM) you can hear the ocean and the waves right from your room. Very calming. Very hypnotic. I slept like a baby.
— Generally competent service. The outdoor staff (the valets and housemen who called cabs and gave directions) were, paradoxically, a million times more helpful and attentive than the indoor front desk staff.
— There’s an attached Starbucks. Big pro.
— The pool is gorgeous, and the swim-​up bar is nice — ask what the daily 2-​for-​1 special is for affordable mixed drinks (otherwise they’re crazy pricy).
Cons:
— Our internet didn’t work AT ALL the entire time we were there. We could not access the wifi at any point during our stay. Not in the lobby, not in our room. Since we were promised free wifi in the rooms, this was a major disappointment — and especially because I am a college professor and needed access to my email during my stay. Numerous calls/​visits to the front desk produced nothing — they just said there was nothing they could do and we’d have to take it up with AT&T. So we took it up with AT&T who (spoiler alert) also apparently had no idea what was wrong. Very disappointing.
— This is not unique to the hotel, but the bar and gift shop are massively, massively overpriced. On a day when it rained, I had to pay $ 25 for a crappy spindly pocket umbrella that I later found for $ 5 in Old San Juan.

We stayed here for four nights and had a great time. It’s centrally located in Condado with many different places that you can go to by walking. Rooms with a view have a beautiful ocean view and the grounds are kept clean. That being said, they can improve on a few things. First, there is a need for better check-​in efficiency; we waited about an hour just to check in. Second, furnishings in the room need to be cleaned better or replaced. Third, we had a room with a door that conjoined to the next room and we could here EVERYTHING that was going on in there, hotel needs to fix that. Fourth, poor wifi reception and speed.
Next time we go back to San Juan we will be staying somewhere else.

I was met with an extremely long line at Check-​in and the dedicated HHonors line was completely ignored for almost 30 minutes. Maintenance of the overall facility is poor and leaves a lot to be desired. If you are expecting a resort style experience prepare to be disappointed with both the amenities and the associated resort fee. Also, be sure to deadbolt your door as the cleaning staff has a habit of trying to enter without knocking and be careful if you have an ocean front room as the balcony is extremely slippery.
I have stayed at many Hilton properties around the world and this was just simply a poor experience.

I got to the hotel around 10 PM, but neither one of my 2 rooms were ready. I was little bit disappointed, after a 8 hour flight. But what can you do. The front desk agent offered me $ 100 dinner for 4 at the Caribe Diner. She was very friendly and apologetic. So my dinner bill came out to about $ 140. I paid the $ 40 to the waitress, and then the hotel will cover the rest. When I checked out, I noticed the charge on my bill, which the Front Desk Agent adjusted with no problem. However, the 2^nd room went to check out and it was on their bill as well. I talked to the agent and she got a manager to look at the receipt. She said there was no record of this service recovery so she did not want to take it off. She then asked me where I work and what do I do. I told her in customer service. Then she said, «So you should know better.» I asked her what she meant by it but she said something in Spanish. I felt like she was being condescending and rude. Coming from someone who works in customer service, it was shocking to hear this from a manager. After 10 minutes of trying to explain the situation she finally took it off. I should have just disputed it with my credit card company and saved myself the hassle. Since the restaurant receipt said $ 100 would be taken off, it would have been no problem. Instead of dealing with this manager. If she would have told me she had to look into the situation (ie. pull up the reciept, or talk to the agent that checked me in), I would have been fine with taking care of the situation at another time. Instead of being treated like a liar.

Other than that situation, everything else was a great experience.
–The pool was nice, never too crowded
— Great location, plenty of restaurants and bars nearby
–A room with an ocean view is a must! You can hear the ocean waves from the room.

My cousin and her 2 friends flew in from Florida and I flew in early from NY.
My flight got in at about 1pm on Thursday. The airport is only 15 – 20 minutes away depending on traffic. I was hoping to get an early check in, but this hotel has so much traffic I couldn’t check in until after 4pm. We reserved 2 ocean view rooms with double beds. The bathroom was awesome. The shower in the middle is a nice touch. I requested a feather free pillow room due to allergies but it went unheard. On our last day, housekeeping didn’t even come clean our room. When I did call for additional towels and what not, it was brought to the room swiftly. So that saved the rating from being 2.5 stars!
I will say that the most of the staff was AMAZING! They were very nice and informative. One of the front door workers, Carlos, went out if his way on the last night and reserved us a Benz sedan!
The bartender, Wilfredo, (who put up with me for 3 hours the first day while I waited for my room), was kind enough to recommend dinner spots and what to do for nightlife on certain nights.
The concierge ladies Shallomar & Christina were exceptional in assisting me with ideas to surprise my cousin with for her bday. They held cupcakes and the chocolate covered strawberry arrangement I was trying to hide. They were also very helpful in explaining what tours were popular and how everything worked.
The pool area was clean and the view is beautiful. If you can afford it, I would recommend getting the ocean view room. The waves and the view at night are so relaxing and comforting, that the cost is worth it.
All in all, we had a nice trip. The hotel was clean and nice but it was always packed during the day. The elevators took long since so many people were there this weekend. The location is perfect, since you can walk to downtown in 10 – 15 min. I would stay here again but during the week or during the off season. I like a hotel to be popular and filled with people but I don’t want to see them all the time. The room was about $ 263 a night with my AAA rate.

Oh, Condado. If you had asked me to write this last year, it would have been 5 stars, but after our current visit, it has dropped to 1. We have stayed here multiple times, as we vacation a lot. It used to be our go to place, but not anymore. A little background, there are two sides to the Condado Plaza, one side with the ocean and Laguna and the other with the city. There is a walk bridge in between the two buildings. The Oceanside is the place to be, the city side is pretty boring and you have to walk far to get to the pool bar which is on the ocean side.
So anyway the day after I booked our hotel at the Condado, Hilton sent me a $ 50 resort credit. I called Hilton Honors and they said just to show the email when I get there and we will get our credit, this is not the case. They gave me a very hard time but its only $ 50 so I didn’t care, plus the receptionist said we had an ocean view, junior suite room so we were really excited. 15 minutes into our check in, she said we could no longer have that room because the person in the room paid extra for a late checkout. Um excuse me? What happened in the last 15 minutes that we could not get our room now? So she then put us in a junior suite (which I booked, wasnt doing us a favor) but put us on the city side. I was heated. She then proceeded to yell at me like I was a four-​year-​old child because I had booked the room for 1 adult instead of two. I am a human being, I make mistakes. I booked a lot of rooms and a lot of flights and I guess it’s something I overlooked, but to be talked to like that was disgusting. It was so weird how we went from having this great room to being treated how we were.
I just wanted to have a good trip, so we just let it go. The day we left, they texted me asking for a rate of 1 through 10 of our stay. I responded with a 6, which I think was very generous. They wrote back saying that they take customer feedback very seriously and wanted to know what happened. So I explained to him, via text what happened, he was very apologetic. He asked what he could do to make our stay better but I told him we had already left.
I didn’t want to keep texting back and forth as I find that very unprofessional and time consuming. I gave them my email address because they wanted to do something for us but I have never heard back. I texted them the next week because I still haven’t heard from them and I never got a response by text either. I’m really disappointed in the Condado and I’m not sure that we will ever stay here again. Obviously customer service isn’t THAT important because once they realized we were gone they stopped talking to us.

This is a beautiful classic hotel, right on the ocean, with spectacular views, excellent restaurants, and a variety of cocktail lounges to suit your mood. The rooms are clean and in good condition. There are at least 4 pools. One pool has a waterside, one a swim up bar, one a hot tub, and the last one is salt water. They also have tennis courts and you can rent kayaks, paddle boards, and pedal boats. And the location is great, steps from Candado Beach, and central between Old San Juan, Isla Verde, and downtown. Can’t go wrong here.

I have stayed at this hotel 3 times. For the money it is a great stay. The location on the point is superb It is also only 3 miles to old San Juan and very walkable.
The gym is well equipped and clean. Love that i didn’t have to pay extra for it and the dry sauna!
Internet was includes too!
The restaurant and bar areas were too quiet but thats ok. Forced us out exploring.
There are 3 pools 2 outdoor hot tubs. One indoor jacuzzi, hammocks, beach access and AMAZING VIEWS!
The staff is attentive and courteous
Those who wrote a lessor review should have selected a 5 star and paid up for it. This hotel is great for the money
Ps. They have a tower facing the lagoon! My favorite place to stay!

When we checked in we were put into a room across the street from the main building. The room and hallways had a strong musty /​chlorine smell. The room itself was shabby. Bed was lumpy and sheets dingy. The curtains had visible stains, and so did the furniture. We called to have them put is in another room, with a beachfront view. The woman at the front desk, Ishamar, was really helpful and nice. She took us up to a new room in the main building and we decided to switch. Although it was more expensive, the new room was much, much better. It has a beautiful ocean view, and is very pleasant. But overall I’m surprised Hilton would put their name on this place. The resort fee seems like a ripoff, and no meals are included. The pool and beach are really nice though.

Definitely not what I would expect from a chain like Hilton. The only positive to this hotel is the pool. It’s got a really nice pool area with nice staff and good drinks (though expensive). One pool is a salt water pool and there are nice breezes from the ocean to keep you cool. So the two stars here are for the pool only.
Other than that? Don’t bother. The room smelled like mold. No room service. Barely working TV in the room. Horrible wifi connection. We asked why the wifi wasn’t working and were told that the hotel «has no control» over the Internet and that we’d have to call AT&T. If AT&T couldn’t fix it, then the hotel could offer us a room change.
We tried to just relax in the room one night and rent an OnDemand movie (for $ 19!) and the video quality was really horrible and the audio didn’t sync up with it. We called and asked if they could fix it. They sent a guy up to the room who basically banged on the TV for a few mins and then shrugged and said he couldn’t do anything. At least they took the movie charge off our room.

The Condado Plaza was beautiful! This is a 4 star resort with tons of amenities.
Right on the sandy shores of Puerto Rico, you will be treated very well. The beach front is perfect for relaxing or taking a dip in the crystalline water. Also, the rooms are clean, well kept, with comfy beds. There are also a few good restaurants and a casino to keep you entertained. The front desk and staff are all top notch.
I would book another room at Condado Plaza again anytime! For the price I snagged on Hotwire, it was a steal!

We stayed here following a week-​long cruise. This is the worst Hilton hotel I have ever stayed in, and my travel partner and I are both HHonors members, staying at Hilton properties nearly exclusively. The lobby seems nice, but then you get into the actual hotel and the dilapidation shows itself quickly.
Our room was in the Laguna Tower, which is across the street. The bridge itself, leading to the tower, feels rickety and unsafe. Once in the tower, it feels like an abandoned building. The only people you occasionally run into are other guests, and that is infrequent. Wifi is terrible over there, also. Don’t expect good coverage.
The room itself was disgusting. We were in a «junior suite» and it was a living room with a small hallway containing the minibar, drawers and closet, and bathroom, leading to the bedroom. The bed was horrible… hard and thing mattress on a platform WITH STAINED SHEETS. I’m not sure it was blood or feces, and frankly, I don’t want to know.
The entire hallway smelled like a skunk and mildew all at the same time. Our room reeked of mold and mildew. I understand it is a tropical climate, but knowing that, the hotel should take extra care to make sure it isn’t an issue. I woke up with my allergies horribly flared and my asthma aggravated. I soon found out why when we saw the filter to the a/​c vent. It was the vent right above the bed that had been blowing God only knows how much mold right in my face all night long. I took pictures to send to management. Now I’m ending my vacation completely sick and miserable.
STAY AT YOUR OWN RISK!

Dated, musty hotel. Upgraded to the Junior Suite from my ‘ocean view premium’ room; figured I’d splurge a bit and treat ourselves… Bad idea! Suites have no ocean view, but do have a lovely view of the other half of the hotel, the a/​c units and satellite dishes and (bonus!) the abandoned high-​rise next door.
Terrible mattress. Noisy a/​c units on adjacent roof (which we had a lovely view of…) kept me awake. Stained linens. Mold on the ceiling above the a/​c register… Thinking that’s not super healthy.
This is a Hilton? Really? I’ve stayed in nicer Motel 6s. Will NEVER stay here again.

Pros– great location, nice view from rooms. The rooms are clean and the balconies are nice. Lots of restaurants in the area. Pool area is great for relaxing and there are lots of places to lay down but there are also a lot of shaded areas with all the trees.
Cons– noisy housekeeping staff yelling down the halls and slamming doors so if you plan on sleeping in don’t count on it.

We stayed here for a week for our 1^st anniversary. Overall it was as awesome experience. The hotel room itself was a great deal, but everything else was a bit on the pricey side. Lunch for 2 would cost around $ 100 in their cheapest restaurant and both bars (the indoor and pool bar) were both expensive, unless you drank the local beers. Luckily I liked the local Medalla and it was only $ 3 a beer. Otherwise cocktails were generally $ 10 – 15. Our view was incredible, overlooking the ocean with a decent sized patio.
Overall I’d definitely recommend this to someone, just stock up your room fridge with drinks to save yourself some money.

Do not stay here. This was our first time to PR and we were told that the hotel is a 5 min walk to Old San Juan (it’s actually 1.5hr walk or a $ 15 taxi). The beach IS NOT PRIVATE it’s connected to a bridge as well that has all the traffic and public access, and it’s the lagoon bay not ocean. There is no other or real beach everything is grass. Customer service is horrible here, we pulled up in a taxi and no one was there outside to help with luggage or check us in. The casino is boring, and the only late night restaurants are the Noodle place which is WAY overpriced as in $ 7 for two normal sushi pieces, and there’s the Denny’s… No one came all this way to eat at Denny’s.
We ended up leaving the next morning to stay at the Marriott on Ashford, I recommend that since it’s by a vibrant area, has a nice beach and amazing customer service, food, pools, bars, live music, etc.
I only give this place two stars because the rooms looked pretty cool.