2/10 Terrible
Glysell
Jan 3, 2026
I am writing this review to warn other guests and to bring serious attention from corporate leadership.
During my stay at Embassy Suites by Hilton San Juan Hotel & Casino, I was falsely accused of smoking or vaping in my room—something I have never done in my life. I do not smoke, vape, or use e-cigarettes, yet I was charged over $500 for a “smoke detector fee” with absolutely no evidence and no due process.
The alleged incident occurred while I was in my room getting ready for dinner, and no one notified us at the time. We were only informed the following morning, after the charge had already been applied. I immediately asked the front desk to inspect the room themselves and investigate, but the manager on duty was dismissive and uninterested in resolving the issue.
The charge was reportedly initiated by Manager Aisha Torres, yet we were never notified when the so-called incident occurred. When I escalated the matter further to the Director of Operations, Alejandro Rios Cardona, his response was equally dismissive. He refused to escalate the issue, claiming that no one above him had authority—a statement that is both alarming and unprofessional in a major Hilton-branded property.
Despite my repeated attempts to explain that their detection system may be flawed, management insisted their system “never fails.” However, a simple online search reveals multiple guest reports of similar questionable smoking charges at this same hotel, which raises serious concerns about the in
Glysell
Stayed 3 nights in Dec 2025
