Embassy Suites By Hilton San Juan Hotel & Casino

Puerto Rico , Puerto Rico Island
Carolina - San Juan, 8000 Tartak Street
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100 reviews shown

4/10

Poor

24 Apr 2026

Alfred

First there was blood on the sheets, I reported to the desk, two hours later I had to go get the manager to change the sheets... He had nothing to say
Today, I find they took 521 dollars from my debit card, I know nothing about this transaction. We'll get straight today or I will refer it to Bank America fraud unit...
Terrible management...

Friends_and_family Friends

8/10

Excellent

24 Apr 2026

Jonathan

The location of this hotel was ideal. Very close to the airport and beaches. The pool was great and very well maintained. I was here with my kids and they were so pleased. We also loved that the beach access was very close (2 min walk) where they had chairs, towels and umbrellas for us.

The breakfast was great as well. All the staff were very nice.

I would definitely stay here again

Family_with_children

6/10

Pleasant

23 Apr 2026

Nineth Adaljiza

The place is nice close to everything but in the morning when I turn the light in the bathroom there was a roach . I told the staff but no one got back to me all I got was a sorry

Family_with_children

10/10

Exceptional

23 Apr 2026

Stacey

Everything about this hotel was worth the money spent. The happy hour at night was great for adults that also came with light appetitizers each night. Please just tip the bar tenders as they are very nice and generous.

The staff are very friendly and the pool area is also very family friendly.

The hot breakfast every morning is also a great way to start your day which gets you all the way through until lunch.

The only complaint with my entire stay here is the hotel was not very vegan friendly. The hot breakfast could do a better job at having a vegan protein available. This also includes the restaurants within the hotel.

Friends

10/10

Exceptional

22 Apr 2026

Valerie

Todo excelente, la habitación, el personal muy agradable

Partner

10/10

Exceptional

22 Apr 2026

Irma

Clean room, staff was very nice.

Friends_and_family Family

10/10

Exceptional

22 Apr 2026

Ashley

Breakfast was good and the kids had fun at the pool

Family_with_children

6/10

Pleasant

21 Apr 2026

Tatiana

Liquid eggs used to make omelets and my room had a musty/mildewy smell

10/10

Exceptional

21 Apr 2026

Juan

Nice Hotel

Family_with_children

10/10

Exceptional

21 Apr 2026

Breya

The hotel is beautiful! The staff is amazing!! I will be returning again!!

Self

10/10

Exceptional

21 Apr 2026

Jose

Very clean, spacious, outdoor pool was nice and clean. The breakfast could have been better. I thought they would have more variety like the one in San Diego.

Friends_and_family Family

8/10

Excellent

20 Apr 2026

Ivry

Only I said check in was a long wait on April 11 and April 19,for our room, they said they would,while we waited inside but no one called,also this morning the hot water took forever to come to Shower and Sink, you had to let it run for awhile,over all it's a nice Hotel and the staff was was great

Family

8/10

Excellent

20 Apr 2026

Christelle

Clean room, outdoor pool is lovely. The staff are professional, the only thing

6/10

Pleasant

19 Apr 2026

RAFAEL

good location, water heater did not work early morning

10/10

Exceptional

19 Apr 2026

ANA

Very good

Friends_and_family Family

10/10

Exceptional

19 Apr 2026

Charles

Loved the facility and all it had. Would recommend it.

Partner

10/10

Exceptional

19 Apr 2026

James

Great place!! Kids live it!!

Family_with_children

10/10

Exceptional

18 Apr 2026

Lisa D

Only issue I had was room was freezing

Partner

8/10

Excellent

18 Apr 2026

Janice

Decent breakfast, mine was included with the room. They did have an omelet station . Rooms were very clean, nice pool and jacuzzi. Manager is very accommodating I had issue and it was resolved to my satisfaction

Family

6/10

Pleasant

17 Apr 2026

Carol

Yes the room was clean. The staff at the desk had poor attidues and had us wait a very long gome for the 3 rooms that we had. She didn't tell the truth aboug trying to contact me the the room was ready even though I NEVER left the lobby seated right in front of the counters. Once we finally hotbin the room it was alright.

Family

2/10

Poor

17 Apr 2026

Jayme

What a shame it was to waste all the time and money to stay at what was supposed to be a relaxing evening watching the Super Bowl. So we splurged and were very disappointed with all that went down. We arrive to a hot room to which we immediately called and ask for help. After two hours of waiting the manager called and wanted to know if we would be will to stay in the room even though there was no quick fix to the A/C problem. To which we asked to be moved to another, reluctantly she agreed to move us...then we spent the rest of the night getting locked out of our room because our room keys would not work so back and forth to the lobby several times till around midnight I went out to get ice and was locked out again but now in my pjs I had to bang on the door till my hubby woke up and opened the door to keep me from having to go down stairs for a new key in my PJs! In the morning the day manager said he would refund our money but since we paid with Expedia he couldn't. Encouraged us to go through Expedia for the refund. Said he would cover the resort fee and parking which pails in comparison to the $349 we paid for a special night in PR. And one of the supposed best hotels by the airport. But no shuttle. Oh and he was going to send 35,000 miles to my account which up until now is an unkept promise... so I'm asking Expedia to step in. UPDATE Expedia tried for 4 days to get the hotel to approve the refund to no avail.

Partner

8/10

Excellent

16 Apr 2026

Samuel

Good hotel. Easy access to pool, parking and restaurants.

Partner

10/10

Exceptional

16 Apr 2026

Jack

Great stay and very nice property! Beautiful swimming area!

10/10

Exceptional

15 Apr 2026

Stefanie

Room where clean staff was great the hotel made me feel like I was on cruise would recommend this hotel to anybody that want good time at the pool enjoy jacuzzi and loves walks to the beach definitely kid friendly too

2/10

Poor

15 Apr 2026

Jasmine

The hotel will let you book a room then don’t give u the right one, when it’s time to check in. This hotel is extremely cold for no reason. They also charge extra hidden fees at the property that was not included in the booking!

Family

10/10

Exceptional

15 Apr 2026

Anniette

Great location near airport and beach

Family

10/10

Exceptional

15 Apr 2026

Terri Monique

This property is absolutely beautiful! The staff were always welcoming and helped with all of our needs during our stay. The room was perfect for my family of 5. We will definitely be staying here again.

Family_with_children

6/10

Pleasant

14 Apr 2026

Ricardo

Partner

2/10

Poor

14 Apr 2026

Bryan

A terrible experience with front desk lady

4/10

Poor

14 Apr 2026

Felipe

My family arrived from a cruise at 9 AM. We knew check-in wasn’t until 4 PM, so we asked the hotel to hold our bags. They did, and we spent the day in San Juan.

We came back around 3:40 PM and asked if the room was ready—no. They told us to wait and use the amenities. Fine.

4:30 PM—still not ready.
5:00 PM—still not ready.
We didn’t get into the room until 6 PM.

That’s a two-hour delay past check-in. No real explanation, no urgency. Unacceptable.

And to make it worse, the morning we checked out, there was a giant cockroach in our suite.

Family_with_children

8/10

Excellent

13 Apr 2026

Thomas

The hotel is clean and most staff are polite and helpful. The young man who checked us in [around midnight] was pretty rude. Maybe a bad day. The biggest problem was our room had no hot water. We reported that the next morning and was told someone from maint. would look into it. He got us hot water in the bathroom sink, but not the shower. We showered for 2 days with cold water. When we asked for a new room we were told they were fully booked! Not true. Actually, we found they had no room with 2 beds. After we complained on the 3rd day, they finally \"upgraded\" us to a king and pull-out sofa with \"no upcharge,\" their idea of making things right. In the middle of the 4th night, the desk called saying security needed to check the smoke detectors. A uniformed guy came in, removed and reinstalled the covers and left. No further explanation nor apology for interrupting our sleep. Not the best hotel experience, but other family members staying there had a much better stay. We had a great time in Puerto Rica, despite the hotel.

Family_with_children

4/10

Poor

13 Apr 2026

Thomas G

We love Puerto Rico and were very excited to stay at the Embassy Suites by Hilton San Juan, but noticed some issues as soon as we checked in. Upon arriving in the room, we found a medicine plunger behind the headboard of the bed. Okay, maybe somethings get missed when cleaning a room, but it was pretty obvious. I let it go because it was late and we were tired from a day of traveling - all I wanted to do was take a shower and go to bed. Unfortunately, there was no hot water in the bathroom sink or shower. When I let the front desk know, they sent maintenance to fix it. The maintenance guys were nice, but unable to fix the issue. The front desk told me they would keep working on it. After two days with no hot water, I asked for a new room. They told me they were booked and I would have to wait. I told them that was unacceptable. I said my family and I have been taking cold showers for two days. I asked the front desk if they would accept that while they were on vacation. They eventually admitted they would not and somehow found us a new room, even though previously they told me they were all booked. We packed up all our suitcases and moved to the new room with no help from the staff. The new room did have hot water. The remaining days in the room were fine. The breakfast buffet consists of scrambled eggs, fried ham, grapefruit slices, and cereal. They ran out of coffee often. The complementary happy hour drinks were in 5oz plastic cups full of ice and they had chips and salsa.

Family_with_children

4/10

Poor

13 Apr 2026

Michael

Check in is 4pm. We arrived at 10am. My party consisted of two handicapped family members.
It took 5 hours to get us a room after multiple requests.

At 5:30, room 445 had no hot water. I attempted to contact the Front Desk and the Operator. The phone rang snd rang and rang with no one answering. Several attempts were made to get help.
I also texted the same number that the hotel texted me from. A few hours later, someone texted and stated that they would send an engineer to the room. We had eaten in a hotel restaurant, and returned to the room for an early morning departure.
An Embassy Suites that doednt answer their Front Desk phone? I would expect this from a cheap hotel.
Being a Hilton Honors Member, I would expect better customer service and follow-up. Management is broken at this particular hotel, and will continue to have more failures.

What good are surveys that report problems with no resolution?

Family

10/10

Exceptional

13 Apr 2026

Katie

The staff was friendly and the room layout worked great for our family. The pool was amazing and the beach was just a short walk away.

Family_with_children

10/10

Exceptional

13 Apr 2026

Manuel

Extremely courteous and friendly staff

Family

6/10

Pleasant

12 Apr 2026

Roshni

Rooms are ok. The bathrooms have no fan. The console for the tv was about a foot away from the wall. The music at night is very loud and can be heard from the room. Staff are friendly but little info was given at check in. Breakfast is good but it’s the same food everyday. Outdoor pool area is ok. The loungers could use a clean. Bird poop and spilled food all over them. It would be nice to have more food options for kids.

8/10

Excellent

12 Apr 2026

Joseph Ignatius

House keeping was done daily and timely

Family_with_children

6/10

Pleasant

11 Apr 2026

Jose

Breakfast was good. Staff friendly and helpful. We had some roaches in the room however.

10/10

Exceptional

11 Apr 2026

Alex

Clean room, breakfast was perfect, pool was perfect.. i will stay again

Family_with_children

8/10

Excellent

10 Apr 2026

Veronica Diaz

The food was good. For breakfast they had omelets with what ever you wanted and they also had pancakes, sausages, potatoes and yogurt. It was a 3 min walk to the beach, the beach water was very warm and clean. The pool was nice and they also had a jacuzzi. The kids were very happy!

Family_with_children

10/10

Exceptional

09 Apr 2026

John

Great

Family_with_children

6/10

Pleasant

09 Apr 2026

Daniel

The hotel room smelled like dirty rug.

Family_with_children

10/10

Exceptional

09 Apr 2026

Christine

Breakfast was fresh made to order and plentiful. The pool was amazing and the evening reception was a lovely touch. Best of all the staff were great from checkin to check out.

Family_with_children

8/10

Excellent

09 Apr 2026

Andrea J

Facility was clean , friendly staff. Multiple elevators was a plus.

Family_with_children

6/10

Pleasant

09 Apr 2026

Brian Christopher

The breakfast was great!

Family_with_children

10/10

Exceptional

09 Apr 2026

Tifair Gillespie

Clean rooms, central location- great pool

Family_with_children

8/10

Excellent

09 Apr 2026

Dipak

Great location. Close to beach, shops and restaurants. Friendly and helpfull staff.
Our room was spacious and comfortable, although the windows were in really bad condition with some glass panels in a bad state with addition of mould and dew.
Also be prepared to be hit with a charge of $50 per night on check out!

Friends_and_family Family

2/10

Poor

08 Apr 2026

Moyra

Two days in a row we did not get any towels m. Our room was clean but literally zero towels. We called and it took an hour the first time and the second time took more than 2 hours, several calls , and 2 front desk visits. With two small kids in wet bathing suits including myself we could not make our dinner reservations without being able to take showers. Room smelled moldy and staff was not friendly at all.

Family_with_children

10/10

Exceptional

07 Apr 2026

Gerardo

Perfect for families

Family_with_children

8/10

Excellent

07 Apr 2026

Astrid

pool okay, breakfast menu mostly same everyday, stayed for 7 nights😁
have to walk to the beach, they provide towel and chair

Family_with_children

8/10

Excellent

07 Apr 2026

Jasmine

I loved the fresh made to order omelette breakfast and my kids really enjoyed the pool and short walk to the beach. Would definitely stay here again.

10/10

Exceptional

06 Apr 2026

Leopoldo

We had an excellent stay. Staff all friendly, service was great. The free breakfast and free happy hour drinks were a nice touch.Pool was relaxing.

8/10

Excellent

06 Apr 2026

Priscilla

Very friendly staff

Family_with_children

10/10

Exceptional

06 Apr 2026

Yash

Great location, short walk to the restaurants. Property can use an update. But still spacious rooms and excellent ambiance.

10/10

Exceptional

06 Apr 2026

Adriana

Although, this property offers free breakfast, the breakfast is not the healthiest or tastiest. Everything is packed and heated before serving. If they are offering breakfast for the price you paid, the least they can do is offer a real breakfast.

10/10

Exceptional

05 Apr 2026

Nilda

It’s a wonderful place to stay
Food is great, staff is amazing, rooms are awesome and the outdoors is beautiful

10/10

Exceptional

05 Apr 2026

Juan C.

The poolside is nice and spacious.

10/10

Exceptional

04 Apr 2026

Alok

Great stay, nice location 6 min walk to beach, easy access to airport and old San Juan and El Yunque forest. Good breakfast, clean hotel and rooms. Free drinks each evening!

Family_with_children

10/10

Exceptional

04 Apr 2026

Randy Jerome

Very friendly front desk staff and maid services. Restaurant staff was questionable.

Partner

8/10

Excellent

04 Apr 2026

Frankie

Property was great. Clean rooms, food was good and service was awesome. The only thing missing was an on staff concierge.

Family

10/10

Exceptional

03 Apr 2026

Shawna Michelle

Enjoyed breakfast and cocktail hour. Friendly staff. Good location close to airport.

Family_with_children

2/10

Poor

03 Apr 2026

Maribeth

I don’t know why this hotel is getting a good review , maybe my experience is just different . When we arrived for check-in and was given a room . We don’t have any hot water in our room and the front desk was informed about it . The staff who told me her name was Mariz said that the entire hotel don’t have any hot water and we just need to tolerate not having hot water to shower . She promised to give us a different room after breakfast the next day and they will not charge me the resort fee . When I check again they said that there’s no info about my complain and there is no Mariz working there . I ended up taking to the supervisor named Alex and he said that he will transfer us to a different room . But this situation makes us delayed in our itinerary that day , putting our stuff to the luggage’s and changing rooms . The worst is they said that the entire hotel are having problem with hot water . I asked multiple occupants/customers and they said they have hot water . This experience is really frustrating . Long lines in the hot food . They have only 1 person on their omelet side of the breakfast with long line of people . No other variety of food serve. It’s the same choices everyday . The complimentary towels , umbrella and chairs in the beach is very limited too for the amount of people checkedin . We have to wait for chairs and umbrellas to be empty even at a very early part of the day .

Family_with_children

10/10

Exceptional

03 Apr 2026

Christine

Staff was always nice, from check in to our evening happy hours, to the staff passing in the hallway. Our rooms were super clean & beds comfy.

Friends_and_family Family

8/10

Excellent

03 Apr 2026

Mayra

I booked the room for 2 nights. The first night room was clean.the second night no towels,garbage,coffee,tea,and water.there’s a nice size pool.the breakfast buffet was excellent
The front desk staff was polite

Partner

10/10

Exceptional

03 Apr 2026

Keila

Todo excelente. Me he quedado varias veces. Lo único es que el día de ayer jueves, solicité una sábana y almohada extra, quedaron en llevarla y nunca llegaron

Family_with_children

10/10

Exceptional

03 Apr 2026

Carlos

The staff were wonderful, the service was amazing and can’t wait to visit the Sam’s location in June.

6/10

Pleasant

03 Apr 2026

mark

Pool seating insufficient. Hotel is competent but lacks character. Just a place to stay

Partner

10/10

Exceptional

02 Apr 2026

Joshua

Very clean rooms. Staff were helpful and friendly.
Food was good and open late. Family friendly. Nice big rooms with separate bedroom. Close to many food options and 2 blocks from the beach

Family_with_children

10/10

Exceptional

01 Apr 2026

Nilda L

The staff was wonderful, specially the managers “ Aisha recognized me from the my visit to the hotel on April of 2025. Jose also was wonderful”
The breakfast staff were cordial, ready to help and very friendly.
The breakfast was great.
This was my 2nd visit it had become my favorite hotel.
I will stay at this hotel the next time I visit PR

10/10

Exceptional

01 Apr 2026

Federico

Buen desayuno. Instalaciones en excelente condicion. La piscina super bien. Muy buena atencion. Gracias

Friends_and_family Family

6/10

Pleasant

01 Apr 2026

Sandy Rosati

This hotel is not good for the over 55 seniors.

Too many small kids in the adult pool & No kids in the kiddie pool at all.

Your bellman department hours are not good for anyone with early a.m. departing flights from. SJU.
If I had not planned ahead and spoken to someone at the front desk I would have been in a jam. So, at 7am I had to go down to the front desk to find a luggage rack since the department did not open until 9am.

I was in room 814 and no one explained to me that housekeeping finishes at 4:30pm. They had to send up someone from the engineering dept. to open the sofa sleeper for me.

Also guests should be advise they need to use their room key card to get to the top floor when using the elevator. Fortunately, another guest saved me from being stuck when trying to get to the 8th floor.

It would be helpful if the walk-in shower had signage indicating how to get the water tempersture from cold to warm.

Hotel Guests need to be advised when using the parking garage. That getting the parking validated does not mean free parking.

Needless to say ----I was disappointed in my visit to this Embassy Suites by Hilton Hotel in Puerto Rico. The property is lovely in the pictures and this is the reason I booked it for my 2 night stay in the Presidential Suite. Perhaps someone from your HDQ should secretly go to visit this property to experience it as I did.

NOTE: All service staff were helpful if you knew what questions to ask.

Partner

10/10

Exceptional

01 Apr 2026

Riniel

Everything was good only complain was there were no speakers in the room and they don’t allow music in the pool area. So I’m

Partner

10/10

Exceptional

01 Apr 2026

Marielis

great atmosphere

6/10

Pleasant

31 Mar 2026

Magaly

My family and I have stayed in this hotel many times when we travel to PR. One of the main reasons is the breakfast buffet. Not sure if it was because there appears to be a Conference at the same time but the Breakfast menu seriously dissappointed us this time.

Family

8/10

Excellent

31 Mar 2026

Nancy

The hotel itself was very nice very clean staff very friendly. The breakfast that was provided every day was great as well as the happy hour. The only problem I had was they did not guide you correctly to the beach area for the hotel. The room could have been updated better.

Partner

10/10

Exceptional

31 Mar 2026

Wilfredo

An extremely beautiful place. Very nice and clean common areas. Very clean and beautiful pool area. Restaurants with an extensive variety and plenty of space for diners. The building has an incredibly beautiful facade. The rooms are large, nice and very clean. Private indoor parking. Includes varied and rich breakfast buffet. In short, a great hotel that is worth every penny invested!

10/10

Exceptional

30 Mar 2026

Frederick J

clean room and staff was excellent...more variety in breakfast needed. we. had pancakes all weekend...no French toast or waffles

Partner

10/10

Exceptional

30 Mar 2026

Patrick

Great happy hour, excellent staff and fun pool.

Friends_and_family Family

10/10

Exceptional

30 Mar 2026

sylvia lopez

excellent

10/10

Exceptional

29 Mar 2026

Oralia

Breakfast was fresh and pool area clean and comfortable

Family_with_children

4/10

Poor

28 Mar 2026

Kenneth

Room was always humid/wet and smelled of mildew. Hotel desperately needs a remodel. Hotel key card system for the parking garage was broken. Had to validate every single time we left the hotel.

Family_with_children

6/10

Pleasant

28 Mar 2026

Michael

Room was not ready had to wait at least 45 minutes. Restaurant food was not that good. Waitress had no help she did the best she could. The front desk was rude and had little interest in trying to make customer service a priority.

Partner

10/10

Exceptional

27 Mar 2026

Jerico

It's Cles to beach and aiport

10/10

Exceptional

27 Mar 2026

Rodrigo

Everything was EXCELLENT ITS THE PLACE TO STAY

Partner

10/10

Exceptional

26 Mar 2026

Michele

I loved the pool area. There was plenty of seating.

10/10

Exceptional

25 Mar 2026

Melissa

Beautiful property! Enjoyed the pool while waiting to check in, food at the E’terie was very good and the breakfast included made to order omelettes. Room was clean and spacious. Perfect for our family!

Family_with_children

10/10

Exceptional

25 Mar 2026

Karen

Excelent

6/10

Pleasant

24 Mar 2026

Angela

Hotel is nice and clean please be aware of many hidden fees that are not mentioned but charged for at the end

10/10

Exceptional

24 Mar 2026

Nilsa

Nice

8/10

Excellent

24 Mar 2026

Rhandi

One night stay. It was fine

Partner

10/10

Exceptional

24 Mar 2026

Rob

Great breakfast

Partner

10/10

Exceptional

23 Mar 2026

Lynda

Beautiful setting. Business friendly does not have shuttle to the airport.

Self

8/10

Excellent

23 Mar 2026

IGOR

Nice hotel with plenty of amenities. Location is fine, not great.

Friends_and_family Family

10/10

Exceptional

22 Mar 2026

Ericka

The location is perfect

8/10

Excellent

21 Mar 2026

Amy

My only complaint is that we were not able to adjust the thermostat in our room. It was set at 63 degrees the whole time. Our only option was to have maintenance turn it off at the main control and then turn it back on but were never able to adjust the temperature from our room and it was either 63 degrees or nothing. Called maintenance multiple times. Otherwise everything was great.

Friends

10/10

Exceptional

21 Mar 2026

Ivan Alejandro Carrillo

Great place for vacation! Guest service was excellent

Partner

8/10

Excellent

21 Mar 2026

Kevin

Nice place

Partner

10/10

Exceptional

21 Mar 2026

Michelle

Beautiful hotel the pool
Area was amazing it just lacked some more exciting atmosphere more music inside and outside

6/10

Pleasant

17 Mar 2026

Tonya

Didn't stop in

Family_with_children

10/10

Exceptional

17 Mar 2026

EsStonia

Everything you need is right here at the location!!!
I enjoyed myself, the only thing I can say is that my room got pretty cold because I’m anemic and they cannot/will not be able to change the thermostat.

Partner