The Ritz-Carlton, San Juan

It is probably one of the Ritz Carlton’s disappointing locations. I am a fun of Ritz Carlton hotels, and I try to stay in their hotels when I travel. So, that was a planned choice hoping to get the same great experience. I was a bit disappointed:
Cons:
1) food at the buffet and at the café by the pool was just mediocre. Buffet, particularly, was very disappointing: a few choices of fruits, some pastry, omelette station, and a few more items and that’s it. No fresh squeezed orange juice!!! Honestly, I barely ate anything, just not appetizing and no enough food choices.
2) hotel grounds need to more up keep
3) old towels, super old lounge chair covers, old umbrellas…
4) hotel is near the airport, you can hear the airplanes…
Pros:
1) pretty nice beach
2) not far from Old San Juan
3) service is always good, no complains!

My husband and I had a great time at the Ritz! The people were very nice and extremely accommodating! We were very near the airport, a quick $ 15 taxi ride away, and neither of us speak Spanish so wherever we needed to go the men at the door told our drivers where to take us! The young woman at the Tiffany’s in the lobby was very nice and even text me when I got home to make sure I received my order!
We cannot wait to go back and stay here!

Fabulous service and property. Celebrate our wedding anniversary at the Ritz. Upon check received mimosas and happy anniversary balloon. The breakfast buffet was plentiful with tons of food choices. Staff set us up on the beach with chairs and umbrellas. A long beach to walk. Service was top notch.

There are only two things that make me even give this Ritz two stars, the proximity to the airport for convenience when traveling with little kids and the casino which has most of the typical casino games including tables. Aside from these two things, the hotel has poor facilities. The rooms are small, everything needs updating as the grout is moldy and cracking and the air conditioning is loud and cannot seem to keep the temperature you set (its either too hot or too cold). The restaurants and bars are horrible. They are overpriced and tastes horrible. I am not expecting reasonable prices at the Ritz but at least get the drink right. The breakfast buffet is pretty poor compared to other hotels at this level. The spread is very small and options are limited but the price is on the high end. There are no activities for kids. They claim to have a Ritz kids program but there is nothing lined up for kids. The only restaurant that is good is BLT. BLT is a chain and you can get to it in the states. You would think they would have a really good restaurant with Puerto Rican food but nope. They dont even have authentic food let alone a puerto rican restaurant in the hotel. The pool also need refurbishing with the cracked and moldy tiles. The service is bad. Every time we complained about issues with the room we were neglected. The only real convenience is if you have young kids and need to get away to the Caribbean without dealing with passports, this is the spot. It is literally next to eh airport, has a nice strip of clean beach, and there is a full casino so you can take turns going downstairs to play when the kids go to sleep. Table games stay open till 4am. Don’t expect to get many free drinks in the casino. I sat at the table for over 4 hours and the waitress only came around once (twice on another night during the weekday) and everyone was complaining how the lady never comes around.

I won’t add to the other mediocre reviews with comments about the second-​rate rooms (with stained comforter and other sketchy things), expensive food, etc. But I will add two things:
We had an expensive king bed beach view veranda room reserved weeks in advance. When we arrived, they sent us to a room (with the obligatory bellhop escort) with two double beds. This isn’t what we reserved, and they didn’t even bother to tell us at the check in desk that we were getting a different room than we reserved. I supposed they just hoped we’d shrug and say, «oh well, that’s how it goes.» Kind of a WTF moment. Clearly the staff just didn’t want to deal with the problem.
So we asked to be relocated and had to settle for a pool view room with a king bed instead. Our first impression was that the room was completely identical in every way to the expensive room, save for the absence of the outdoor deck. Meh, to say the least.
But then the troubles really began. We were exhausted from 16 hours of travel and couldn’t keep our eyes open. We just wanted to crash out on the bed for several hours to recover. And then The Noise started. A grinding, drilling sort of noise from the ceiling. Clearly someone was doing construction right above our head. Called the desk and they apologized, saying that they had to replace a window and that the work would be done by 3:30 — an hour and a half away. There was no getting rest with that horrible deafening noise. But a broken window’s got to get fixed some time, so we put up with it.
Next morning, 9AM sharp, The Noise begins again, louder than ever. My partner wasn’t well, and we were hoping to get some much needed catch-​up rest. But with that noise, it wasn’t to be. Called the desk again, and this time they admitted they were actually doing renovations, and have construction going on 5 days a week from 9 – 4. They said they’d relocate us except they have no rooms available. Of course not, they booked them all, even the ones next to the construction.
I demanded they stop construction for the day and not restart it until they could get guests out of nearby rooms (they admitted we weren’t the only ones complaining after I asked). After all, this is supposed to be a top hotel, and they can’t be renting out rooms in a construction zone. But nope, they wouldn’t. Clearly they’ve done the calculus — they can make more money renting out the crappy, loud rooms, even if they have to deal with complaints, than they would by leaving the loud rooms vacant.
So:
They gave away our reserved room.
They didn’t bother to tell us we got a different room than the one we reserved.
They gave us a room in a construction zone.
They lied about the construction, calling it a window repair.
The noise was so loud that we couldn’t sleep, talk or even watch TV in our room without the noise cutting through everything.
If I wasn’t in the hotel with a large party, I would have left immediately. But we had to stay with our party, so we had to put up with it.
Truly the vacation from hell. Thanks Ritz Carlton!
Two stars because they actually did give us a free breakfast for our troubles. But that doesn’t make up for not being able to sleep or otherwise use our room during the day.
UPDATE: Upon checkout they had no record of the staff offering us a free breakfast, and were going to charge me the $ 150 for it. I had to argue with the desk staff, though they handled it cheerfully enough. In the end, they found someone who knew something about their promise to me. This place really needs to get its act together.

This is a great place in San Juan. Staff is wonderful especially the beach front staff who manage the chairs and umbrellas. I would recommend this hotel! They need new pillows for the beds though — they are worn out. Great restaurants, lobby bar and fun casino staff.

My boyfriend and I stayed at this hotel for 4 days for a last minute vacation in May! We absolutely loved it. It’s about a 10 minute drive from the airport which was a nice surprise, and the staff was wonderful and nice at check in. Unfortunately we didn’t have a beach view room or a balcony, which I would highly recommend if it’s in your budget, but our room was still extremely nice and we didn’t spend much time in there anyway. The service around the beach and pool is a little slow but everyone was extremely friendly and accommodating. The luxury of being able to lay out by the beach or pool with full service at all times can’t be beat!!!
The food at any of the hotel spots is extremely expensive. Sometimes it’s worth it to buy it just for convenience factor and the atmosphere of eating out by the pool, but if you’re willing to explore there are many reasonably priced and delicious restaurants walking distance from the hotel. I highly recommend venturing out of the hotel for meals!
Overall the Ritz lived up to its name, and I would definitely return!
P. S. on a side note — we accidentally left some articles of clothing in the closet of our hotel room, and the staff shipped it back free of charge the very next day! GREAT service!

Staff was super friendly and service was top notch. You can walk right out to the beach from the pool. Wife got a massage, I had tennis lessons, just had a very nice, relaxing time. I forgot what they call it, but you can pay extra for a a little café, where they have nice little food items to eat and snacks … So worth it. Had a lovely stay, will be back!

One of the greatest hotels my and I have ever stayed in a while. Everything was Five star and the service was second to none. We stayed in an ocean view room which came equipped with free breakfast buffets every night of stay. The buffet was full of fresh food and even the omelet chef was first class while cooking. The beach was gorgeous and the water was perfect. The drinks were a tad bit expensive but hey, you are at a Ritz Carlton, so what do you expect? We loved our stay and are currently in the process of booking another trip with this hotel. I recommend this hotel 100%!

The nicest airport hotel I’ve ever stayed in. :-P
Ok so this technically isn’t an airport hotel but it’s basically next to it which makes it convenient but not exactly luxurious.
The rooms are nice but I wouldn’t stay here without a balcony. My first visit I had a pool front /​ocean view balcony which was nice because I like having the extra sitting space and being able to open the doors. The second visit I stayed 1 night in a basic room for a conference and it wasn’t great so I flashed some status around and got a free upgrade to an ocean front balcony which was absolutely gorgeous.
The pros of this place is the service is great, the food and drinks are delish and weather in PR can be gorgeous.
Cons are cost. I had an amazing room service breakfast for 2 with coffee. $ 80. Great pedicure $ 75. Delish pitchers of mojitos by the pool. $ 120.
I also found the beach to be ok. The hot tub too small. And I don’t love the location. Outside of the other hotels and the airports there isn’t much in islaverde.
I said on first visit I liked it but I didn’t need to come back but alas I did but I don’t pick my conference locations.

My experience at the Ritz was superb. I attended a conference at the hotel, and everything was incredible. I didn’t feel the need to leave! The staff were all very nice and pleasant and went out of their way to accommodate us and make sure we were comfortable and had a good time. One of my colleagues needed an Apple laptop charger, and a few of the staff ran around trying to find one.
The food from brunches to snacks to dinners were delicious! The cabana boys and beach staff were very prompt and eager to find us a good spot on the beach to set up umbrellas and beach chairs with fresh towels. The pool and gym are open ²⁴⁄₇.
My only complaint was that the daily housekeeping ran late. They usually serviced my room around 2−3pm (pretty close to turn down service), but they did do a great job. Everything was very clean and well maintained.
The service was amazing, the resort was beautiful, and it was a relaxing and fun trip. Would definitely come back!

I get off the plane and as all other travelers do I reach for my cell phone and turn it on. No service! No nothing. Verizon doesn’t work in PR! My first night has me at the Intercontinental as the Ritz is booked and my decision to beat the storm was probably the reason. But no phone service. I can’t wait to get to the Ritz the next morning. Arriving bright and early and still without my iPhone working i saunter up to the guest counter and wonder if anyone could assist me with my phone? This incredibly polite young lady behind the counter says «no problem.» After punching away at the screen, she says to turn it back on. I do and it is like Christmas morning …4 bars. I am in love!
BLT steakhouse is wonderful and very expensive. The beach as good as ever with warm Caribbean water, piles of surfers to watch and a good hard packed sand that is easy to walk on. The pool bar is better than ever and again with super polite staff and far more tables, chairs and cabana’s to enjoy. The menu here is also more extensive than what I remembered in 2009.
The Sushi bar is very good but not adventurous. Simple but very fresh and common offerings you might find anywhere. The chefs were amazing and pretty.
Club level concierge is the way to go for those who enjoy finer service and convenience. But this is also a great deal. If you want to play, fish, get out on the town and not eat heavy meals, then just simply nibble your way through the Club Level at breakfast, lunch and dinner.
It’s been 7 years since my last visit to San Juan and the Ritz. The service is better than ever and I truly believe that was one of the areas in the past that made me just for a little bit wonder if this resort was truly a Ritz Resort. The staff shined the entire time with warm welcomes, big smiles and never ceasing to accommodate. I think with this particular Ritz you get what you pay for and I find it a bargain.

So I stopped here for some quick gambling so the review is not based at all on the hotel. I won money so I was happy. It is well located in Isla Verde near the airport and there was plenty of off-​street parking.

I attended a wedding here so while I didn’t stay here as a hotel guest I have to say my Ritz experience was magnificent.
Staff — everyone that I encountered was absolutely fabulous. From the staff serving cocktails/​dinner to the bartenders that made AMAZING cocktails (Jose was absolutely phenomenal) everyone made us feel special. A nice welcome change from where we were staying.
Cocktails — holy cow these were delicious! The coconut mojito was one of the best drinks i’ve had. Jose also made us a custom cocktail of his own creation with vodka, vermouth, margarita mix, and soda that was also amazing. Lastly when I ordered a few shots he poured the perfect amount and chilled them even without asking. He remembered my drink order when I came up to the bar despite there being over 100+ at this wedding. Phenomenal
Food — The food was some of the best I’ve had at a wedding. Tomato soup + salad on point. The snapper was wonderfully cooked for a wedding this size and a very sizable portion.
Pool — the property is absolutely gorgeous. The pool area and side area where the ceremony was held were all stunning.

I am extremely surprised to see a 3.5 rating for this hotel! My husband and I stayed here with Club Level access for a nice 5 day chunk of our honeymoon before heading to Jamaica. The service was excellent and the hotel grounds were well kept. The hotel beach area is beautiful. If you don’t want to eat at the hotel there are some cool restaurants within walking distance. The drive to Old San Juan isn’t bad for when you want to sightsee. Staying in the Isla Verde area is much better. Why? No cruise ships or tourist traps.
More Pros:
–Pool is open ²⁴⁄₇. This isn’t really publicized so it seemed like most guests didn’t know this. Great for us as we had an empty beautiful pool area to ourselves at midnight! Who doesn’t love a night swim?
–I am not sure my experience would have been so spectacular without access to the Club Level lounge. Not only does this mean ‘included’ beach cabanas whenever needed, but it also meant: breakfast, lunch, appetizers through particular times in the day, snacks all day, and endless drinks – non alcoholic and alcoholic. The wine and beer is self-​serve, you can get champagne glasses by request, as well as any delicious mixed drink you like by request from noon till 11PM. The associates were all so friendly and eager to serve. The view during the day and at night from the club lounge is breathtaking. You will really feel spoiled!
If you can, give this Ritz a shot. It is definitely on par if not better than the other 5 star hotels I saw in the area.

We stayed at the Ritz for 2 days for a beautiful wedding at the Terrace & ballroom reception. Overall, the venue was incredible and our stay was delightful. The pool and beach were very clean and everything on the resort was picture perfect. It rained during the weekend so we weren’t able to really do much our door activities but everything was really pristine. We loved our comfortable beds and the lavish amenities provided by the Ritz. The service was like none other and overall it was definitely worth it to stay at this luxe hotel. There was construction going on but that did not take away/​make a difference. My only drawback was that the service while always great took longer than usual. If you are impatient, you’ve been warned! My family is from an island so I know that «island time» is a thing but otherwise everything was great! I loved the bartenders and waiters by the grill and the staff at all of the restaurants were great. I will definitely be returning again with my family.
Taxis: The hotel is a 5 minute ride and will cost you $ 15. You can get taxi and transport outside of the resort. Expect to pay $ 15 – 20 one way minimum to the city/​old San Juan.
Food: the breakfast buffet was great but definitely expect to pay a little more than usual for your meals.
Currency/​gratuity: you have to charge most things to your room but you can tip people in cash. Don’t forget to tip for great service your waiters/​bellman/​housekeeping and attentive staff.
Tours: I’d recommend the El yunque rainforest tour and they pick you up at the Ritz. You can book online at trip advisor. I’d recommend Castillo Tours. Tony was an amazing tour guide.

We really enjoyed our stay here. It is quite expensive, costed $ 750/​night but the place was clean, had a great view and great service. The breakfast buffet, although also costly, was very good for a hotel breakfast!

The Ritz-​Carlton — San Juan is absolutely glorious! I am shocked by some of these low ratings. We arrived and were graciously greeted by a friendly and accommodating staff who immediately offered us complimentary sangria mimosas. (HEAVENLY!) The hotel has an upscale and serene feel to it. (We visited other hotels that seemed to have more of a party-​atmosphere while staying in San Juan — this hotel, however, offers luxury and serenity.) I cannot even begin to explain how helpful and friendly the staff at this hotel is. I don’t think we ever passed a staff member without being graciously greeted EVERY SINGLE TIME.
The amenities are wonderful! The pool, bars, restaurants, rooms, casino, and beach access are perfection. While the drink and food prices are high (if only they had an all-​inclusive option!), that is to be expected — and it was all definitely delicous!
I would give this hotel (and Puerto Rico!) 10 stars if I could! We’ll definitely be back!

Upon check in we were greeted by a warm friendly staff who offered us a glass of Sangria (we decided not to be rude by declining;) and it was tasty. The kids were offered guava juice, which was refreshing after getting off a plane and while waiting for the paperwork.
We were lead to our room by a patient and helpful bellhop, considering the amount of luggage we had.(I forgot how much stuff is attached to traveling with a baby.)
Our room was roomy and clean. The view was overlooking pool and oceanfront and had a small portion overlooking part of the roof. They offered us an upgrade but we decided to stick with what we had.
The pool is open 24 hours for those of us with insomnia. The poolside and beachside service are great. Beautiful view. relaxing…a great experience all around. You can rent a jetski, surfboards, lessons are reasonable, nice. Second room service is also a plus. Everything about this place is great. Love it.

I was really surprised to see this only has 3.5 stars on Unilocal.The hotel was amazing and the service there was awesome. The beach and poolside service is great and it was one of the only places I went to in PR that had nice central air. The rooms were kept super clean by one of the best hotel housekeeping staffs I have seen.
I have stayed at other hotels in the area and this is by far the best one.