The Condado Plaza Hilton

“A Week at the Condado Plaza – The Good, the Bad, and the Slow Elevators”

We stayed at the Condado Plaza for a week while vacationing in San Juan, and overall we had a great trip. I try to judge a hotel by the overall experience instead of letting one or two issues define the entire stay, and there was a lot to like here. The biggest selling point for us was the locatio… more

We stayed at the Condado Plaza for a week while vacationing in San Juan, and overall we had a great trip. I try to judge a hotel by the overall experience instead of letting one or two issues define the entire stay, and there was a lot to like here. The biggest selling point for us was the location. If you're the type of person who likes to get out and explore instead of spending your entire vacation at the resort, this is a great home base. Condado is very walkable with plenty of restaurants, shops, and things to do nearby, and Old San Juan is only about a 10-15 minute drive away. Our room was clean and comfortable, and housekeeping did an excellent job throughout our stay. There was a slight musty smell in the room and some mildew on the balcony, but considering the hotel sits right on the ocean in a tropical climate, I didn't really see that as a cleanliness issue. It just seemed like part of staying at an oceanfront property. One thing that did surprise us was the bathroom design. The glass shower in the middle of the room was actually pretty neat, but there didn't seem to be any exhaust fan or ventilation, so the bathroom stayed humid after showers. The sliding bathroom doors also leave some gaps, so they don't provide complete privacy. It wasn't a huge issue for us, but it's something to keep in mind if you're sharing a room with friends or older kids. What impressed me the most was the staff. Several times I started to do something myself and an employee politely stopped me and insisted on doing it because, as they put it, "that's our job." It never felt fake or forced—they genuinely seemed to care that guests had a good experience. Housekeeping was also friendly and accommodating throughout the week. The beach area was one of our favorite parts of the property. The protected cove was beautiful and a great place to relax or swim. We also spent quite a bit of time at the main pool, which has a swim-up bar, a large hot tub, a deep saltwater pool, and a nice grassy area with giant chess and oversized Jenga. There was a DJ most evenings playing music that fit the atmosphere well. It was lively without being over the top. We also had access to the pools at the sister hotel across the street, but honestly enjoyed this one so much that we never felt the need to go over there. One amenity we really appreciated was the guest laundry room. We always try to wash clothes before heading home if there's a convenient laundry facility, and this one was clean, the machines worked well, and they even had a change machine along with detergent and fabric softener available for purchase. It's a small thing, but for anyone staying several days it's a really nice convenience. Having a Starbucks attached to the hotel was another plus. They were consistently fast and friendly every morning. Now for the biggest downside, and honestly the reason I would think twice before booking here again unless it's been fixed: the elevators. Before booking, I had read several reviews mentioning elevator problems. Those reviews were months old, and management had responded saying they were working on the issue, so I assumed it had been resolved. Unfortunately, the same elevator people were talking about was still out of service during our entire stay. That left one main lobby elevator and the pool elevator serving the hotel. The pool elevator was incredibly slow and seemed to stop on nearly every floor whether anyone had called it or not. Getting between the room, lobby, pool, parking garage, or restaurants often involved waiting much longer than it should have. More than once we simply gave up and took the stairs. For us, it was mostly an inconvenience, but over the course of a week those extra waits really add up. If you have mobility issues, travel with a stroller, or have difficulty using stairs, I think this could have a much bigger impact on your stay. The self-parking process also felt more complicated than it needed to be. You drive into the garage, pull a ticket, find a parking spot, and then have to walk back to the valet desk to fill out a paper form so the parking can be charged to your room. Once we figured it out, it wasn't difficult, but it seemed like a process that could be simplified. We also noticed that the spa and the second-floor restaurant never seemed to be open while we were there. Maybe it was seasonal or maybe we just missed the hours, but there wasn't any signage explaining it. If those amenities are important to you, I'd recommend asking about them before your trip. I also have to agree with other reviewers about the food and drink prices. I expect to pay more at a hotel—that's just part of staying at a resort. But with so many great restaurants within walking distance, it was hard to justify paying the premium. We ended up eating off the property most of the time and never regretted it. Our only disappointing interaction was at the small coffee shop inside the hotel. I asked for a cup of coffee and was simply told, "We don't have that." Looking at the menu, I ordered an Americano, which was basically what I wanted anyway. I've had that happen at other coffee shops before, and usually the barista will say, "An Americano is probably what you're looking for." It wasn't a huge deal, just not the same level of service we experienced everywhere else at the hotel. One last tip that has nothing to do with the hotel itself. If you're renting a car, be prepared for San Juan traffic. Let's just say the rules of the road seem to be more of a suggestion than a requirement. If aggressive city driving isn't your thing, Uber is plentiful and might make your vacation a little less stressful. Overall, we really enjoyed our stay and made some great memories here. The location, beach, pool area, comfortable rooms, and especially the staff made this a hotel we'd like to recommend. Unfortunately, the elevator situation had a much bigger impact on our vacation than I expected. If I knew those issues had been resolved, I would gladly stay here again. As things stand today, though, I'd probably choose another hotel simply because I don't want to spend part of every day waiting to get around.

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“Condado Plaza has nice vibes. The staff was friendly and helpful. friendly and helpful.”

It was a great location on the beach. There was a lot of security. I felt safe. It was a laid back atmosphere. My room was clean but outdated. It's time for a paint job, a coffee pot, and a microwave. The pool area was lively. I enjoyed the jacuzzi.

“Great experience, definitely recommend”

The hotel is on the ocean, and a bay. There are two nice pools, and a hot tub on the grounds. There is a bar in one of the pools that make great drinks, just be wary about how much you spend, we went over 200 in just a few hours (but they tasted so good). Just outside the gate is a small beach. Law… more

The hotel is on the ocean, and a bay. There are two nice pools, and a hot tub on the grounds. There is a bar in one of the pools that make great drinks, just be wary about how much you spend, we went over 200 in just a few hours (but they tasted so good). Just outside the gate is a small beach. Lawn chairs and umbrellas are provided to guests. Being snorkeling gear. There are many good restaurants within walking distance. Old San Juan is a 15 minute scooter ride away. I imagine the hotel was one amazing, but it has some disrepair. The two main elevators broke, so guests used the service elevators. Not a bad thing, it is what it is. Staff were good and guests just moved past it. I am here during Stanley cup finals, NBA finals and FIFA. The rooms do NOT have cable to watch any. You can watch QVC, tlc, mtv, tcm... But if you want a game, go to the lobby or to a bar. The staff were really great. Helpful and honest. My wife left her wedding ring in the room when we checked out and it was waiting for us at the front desk. Recommendation, call and ask for a room on the ocean side, it is quieter than the street side. Also, get a room with a balcony. The tenth floor does not offer them.

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