Fairmont El San Juan Hotel

“Beautiful Resort, Warm, Welcoming Staff”

Our June trip to Puerto Rico may be over, but I couldn't let more time pass without recognizing the incredible team that keeps bringing us back. There are countless beautiful beach destinations to choose from, but we return to this resort because of its people. We've now visited five times since o… more

Our June trip to Puerto Rico may be over, but I couldn't let more time pass without recognizing the incredible team that keeps bringing us back. There are countless beautiful beach destinations to choose from, but we return to this resort because of its people. We've now visited five times since our very first stay in 2020, and every visit feels less like checking into a resort and more like coming home to family. *The Heart of the Resort: Martin at Banyan Tree Grill. Martin is, without question, the heart of this resort. We typically take a red eye flight and arrive just as Carmen is starting her shift. This time I arrived with some friends in the evening, a few days ahead of my partner and didn't really get to sit at the Banyon Tree Grill Bar for a few days. When my partner joined me for this stay, Martin recognized him immediately and was genuinely excited to see us. He greeted us with a heartfelt excitement that instantly warmed our hearts. One of my fondest memories of Martin is from two years ago when we visited for my partner's 50th birthday. We usually visit in December, for my birthday, and he remembered that my partner loves coquito. My partner jokingly pleaded for a batch, although it was off-season. The next day, Martin had a special batch just for him. Those thoughtful gestures simply can't be taught. My partner and I can be particular, yet Martin somehow exceeds our expectations every single visit. He's warm, funny, genuine, and has an incredible ability to make every guest feel like they're his only guest. During this trip we wanted dishes from the Cana menu while dining at Banyan Tree Grill, and he made it happen...not once, not twice, but three times. Hospitality is more than great service - it's the seemingly effortless art of making people feel seen. Martin has mastered that. If I could nominate anyone for Heartist of the Year, my vote would go to him without hesitation. *Carmen at Banyan Tree Grill holds an incredibly special place in our hearts because she was the very first person we met during our very first stay in 2020 when we celebrated my 40th birthday. She made such an impression that she's become one of the biggest reasons we continue returning year after year. To this day, Banyan Tree Grill is always our first stop after checking in because we can't wait to see her. She greets us like long-lost family, remembers us no matter how much time has passed, and somehow makes every visit feel like a reunion rather than a vacation. And, of course, no trip is complete without one of her incredible frozen mango margaritas. They're still the best. People often remember resorts for their beaches or pools. We'll always remember ours because of Carmen. While Carmen and Martin consistently steal the show, I would also like to take a moment to recognize a few more shining stars on your team. *Thank you to Tara and Axel in Sales and Catering for their assistance prior to arrival, and for setting the stage for another spectacular trip. *Sarah at Front Desk, the Manager on Duty during check-in, helped arrange a room move midway through our stay so I could enjoy a poolside villa with my friends before moving to an ocean-view room when my partner arrived. It was the perfect solution and made our vacation even more special. *Derek at Front Desk gave us a warm welcome that immediately reminded us why we love coming back. *Malanie at Front Desk assisted us a few times during our stay and checked us out on departure day. She and Derek were such rays of sunshine, which came as no surprise after meeting Sarah and experiencing her warmth and upbeat personality. *Gabriel at Cana somehow remembered me from two years ago and anticipated our needs before we even had to ask. *Javi at the pool always found us the best sunny chairs (he remembers how much I love soaking up the sun!) and greeted us each day with the warmest welcome back. *Sheila remembered us from our trip celebrating my partner's 50th birthday two years ago. She is endlessly kind, always smiling, and truly makes the pool feel welcoming. *Ephrain at the swim-up bar was a wonderful surprise this trip. We usually spend our time at Banyan Tree Grill with Carmen, getting out of the pool to refill our tumblers with her. On her days off this trip, we discovered the swim-up bar. Before long, he knew exactly what we'd be ordering - and I have to admit, his cocktails gave Carmen's a serious run for her money. We were sorry that we didn't get a chance to thank him for his hospitality in person before we left, as it was his day off. *Jose Luis at the Chandelier Bar made every evening even better with fantastic cocktails and friendly conversation. *Finally, thank you to Yenia at the Spa. I spent much of the trip dealing with carpal tunnel and sciatica pain, and her massage was nothing short of miraculous. I walked out feeling like I was floating. It was one of the best massages I've ever had. Thank you to everyone who made another vacation unforgettable. We jokingly say that we need to stop vacationing like we don't have passports. Beautiful beaches are easy to find. A team that remembers your names, your favorite drinks, your celebrations, and makes you feel like family is priceless. That's why we'll keep coming back.

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