The Ritz-Carlton, San Juan Hotel

Please read my hints. Lousey service in the lounge, wouldn't expect their own handed out coupons for a drink, because some [*] about tearing off the stub before the did its common sense. The employees run around with their head cut-off and do a VERY POOR JOB waiting on customers and/or not getting waited on.

I reserved a disabled hotel room with 2 double beds and there was none available when we got to the hotel. I ended up having to help my mother into and out of the tub everyday while she showered as the bench that was provided did not look very sanitary to be using and she is disabled. When I asked for a discount for our troubles I was told that none was available since I prepaid for the week but there were over $300 of additional, unexpected charges on my final bill. The 2 days of breakfast that was supposed to be discounted because of the trouble was on the bill and I was not told that I would be billed a resort fee or what was included in the resort fee until I was checking out. Had I known what was included I would have used the services instead of feeling like I got robbed. I didn't know that I could use the gym and attend the classes as part of the fee since I was being charged $22 a day for them anyway. No one seemed to really care about all of the problems that we'd had or the dissatisfaction that I felt.

Complaints- No coffee before 7AM-no coffee in lobby or lounge Not enough pool chaises leading to arguments Poor housekeeping that kept leaving 2 bath towels for 4 of us in the room Mini bar not restocked during our stay until we called on the 4th day Too small over priced room, no place to sit in the room- two beds and that's it, no end table on the side of the beds for books glasses water etc. This hotel was not fit to be called a Ritz-Carlton, it should be much less expensive and much lower rated, I will not stay here again.

We planned our trip after some reseach and relied on the "Ritz" name for accomodations because we expected a certain level of service and accomodations. We like nice hotels and vacation and prefer not to go to chains except Westins. We could not have been more disappointed in this Ritz Hotel. Tired lobby area and barren -no welcome (flowers and decor and staff all VERY impersonal); Room windows don't open and 2/3 of rooms have NO balconies; Room decor also very tired and worn....too heavy and old fashioned for a tropical location; Terrible wait in only casual restaurant...at least 40 minutes for soup and a salad; breakfast is worse with no other options; Other two hotels outstanding, but expensive (NYC prices) and only for dinner; Property needs another spot to lounge besides lobby or near pool where outside cafe is very greasy and dirty. Needs a good scrub. A Starbucks would be welcome; None of the staff engaged with any personality, although wait staff was very well trained and polite. It felt like a hotel which has alot of turnover, so staff just move on to the next task without any personality; Hotel needs to create a shuttle service to Old San Juan. A modest charge would be acceptable but the hotel itself is not interesting enough to be stuck for days on end. (See above for commentary on cab fare.)

having been charged $225/night for a smelly, damp room, i resent also being charged $25/night for a "resort fee." we knew about the fee at time of booking, but that doesn't make it any less deceitful. why not just charge more for the room? check-in time is 4pm, check-out noon. leaving no time on first or last days to utilise the 'resort' facilities.

IMy first impression was finding our room was not available as booked. They told us no balcony is available,however another non-balcony room is-we arrived at our rm and found 1 bed for a party of 4..They accomodated us by giving us a suite but the coffee maker poured all over the fl. I had to lay towels down everytime when I made coffee to catch the drips. The resort was on lockdown due to a hurricane, no affordable restuarants, activities or events. Average meal bill is well over 100.00 even for breakfast at Mares. To costly for mistakes and inconsitancies

Nice facility but WAY too many people with too much chaos and confusion.

Rum tasting at the bar was EXCELLENT. Rooms were small, old, very outdated compared to other Ritz properties. Bvlgari lotions/shampoos were horrible.

Sun, fun and beach/pool, casinos. Should have music by pool. Something islandy. Weather was great, we lucked out. Ate in some really nice restaurants...Il Mullino was perfect. Wait staff was extremely professional and food was outstanding. BLT- not so accomodating...never received free glass of wine, even though we purchased a bottle plus additional glasses. Wait staff did not have it all together. Reservation was for 6 PM...Doors did not open until after 6...and staff not fully prepared for guests. Meal a bit pricey for chicken.

The hotel was great , friendly staff beautifull place, my son was only 11 mths old and he loved the pool , we had a great time even though we were only there for 3 nights and most of the time we were touring and were outside of the hotel, but the food was not to my expectaions it was very expensive and not a lot of chooises, and a lot of ppl there was complaining , other than that it was great we had a babysitter on call that was certified and recomended by the hotel itself we used them to babysit for us 2 nights and we went to have dinner and drink me and my husband taxi cab fair to old san juan were most of the stuff is $19 or take a bus which is more cheaper and its safe,spa at the hotel was a joke I thought my husband could have done a better job than the lady who gave me a message, but overall it was great getaway.