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InterContinental San Juan

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Hotel Reviews for InterContinental San Juan
Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
83%
Recommend This Property

Overall Experience

4.2

based on 1417 reviews
83%
Recommend This Property

Ratings Breakdown

1417reviews

  • 5 Stars
    804
  • 4 Stars
    299
  • 3 Stars
    153
  • 2 Stars
    88
  • 1 Stars
    73

Memorable experience, but that is about it

By

29 April 2017

This is my first time I have stayed at an Inter Continental hotel, and after this visit I probably wont again. When I checked in, I was greeted by a wait in the lobby. This was understandable, because it was a holiday weekend, and they were fully booked.

I was on a family vacation with my wife, and 3 children, ages 8 4 and 1. When I got to the room we found out that there was a mini bar, instead of a refrigerator. This is an issue because the 8 year old and 1 year old are both lactose intolerant, and drink lactose free milk instead of regular milk. My wife went down to talk to the employee working at the desk (another wait in the line) to find out that they did not have any extra refrigerators to bring up to the room. Their suggestion was to see if we could squeeze the Lactaid (lactose free milk) into the front of the mini bar. She comes back to the room and tells me this. So we try it and no such luck, it will not fit without removing some of the contents of the minibar. If we do that though we will be charge. So back down we both go, with all three children in tow. While standing in line again an employee name Nestor Colon asks if he can help, so we follow him to his office and discuss our issue. He was able to procure us a refrigerator through engineering. Also we had asked if there was a way that the mini bar could be disabled, or locked for our stay. you see the mini bar was positioned on the floor, eye level with the 1 year old. There was a few items on the desk, eye level with the other 2. Nestor said that he would have them lock the unit, and that we could take the stuff on the counter and put it in the laundry bag and put it in the closet. That way when house keeping came in and took inventory, they would see the items in the bag when checking for laundry. At the end of our stay, we would just put them back.

It sounded like it was all set, and if it was, that would be the end of this review, but it is not. The day of checkout comes and my bill has been slid under the door. I look and there is the charge of about $150 for the mini bar. It was all the stuff that we were told to put in the bag and hang in the closet. We finish packing up, put the items back, and head down to the desk to check out. I explain what I was told to do by their staff, and I was informed that there would be a $15 fee for restocking. I explained that this was not told to me before hand, and that everything had already been restocked by myself before we left the room. There was nothing that they would do about it. Being a platinum elite IHG member didn't help either. This whole fiasco has left a bitter taste in my mouth, so much so that I may just cancel my IHG membership. Happy birthday to me too.

The few plus sides, the bellmen and the valet were very nice. The restaurant employees by the pool were very nice and helpful. The beds were comfortable. The price was reasonable because I had redeemed 200,000 points for my 4 night stay.

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Why the doorbell

By

29 April 2017

club

The room view of the ocean was great! Had we had a breakfast included with what was paid for for the room everything would have been fabulous

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Perfect location

By

29 April 2017

Great view and knowledgeable staff made this business trip worth the stay

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everything you need

By

28 April 2017

club

At the IHG San Juan, we found everything we needed (beach, pool, proximity to Old San Juan) in one very neat package -- thanks!

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Comfy

By

24 April 2017

club

It is a great room, and respectful staff. Even if they aren't always able to accommodate extra requests, they will

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review

By

24 April 2017

club

All was great with the exception of the prices at the hotel restaurants and bars. I and others frequently went off site because it was just too expensive at the hotel. I also did not like the fact that we weren't informed that they would be closing one of the restaurants and doing construction during our stay until the night before it happened.

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A few complaints...

By

22 April 2017

club

We paid in advance for an included daily breakfast but we're charged on our bill at the restaurant at the regular price, which meant we ended up paying extra gratuity each day and had to correct our bill at the end of our stay.

The room had a light that was out in the closet area and the shower sprocket was hanging precariously.

Your surveys are way too long.

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Great get-away

By

16 April 2017

club

Loved the beautiful ground, gardens and exceptional beach. The sand was immaculate, the waves were calm, the water was warm and the weather was perfect! The room was very comfortable - especially the bed and pillows.

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Great hotel and location

By

15 April 2017

club

Great Hotel and great location... right on the beach!!Staff is very friendly and the food is good!

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Fuer einen Kurzaufenthalt ok aber bei 5 Uebernachtungen " Nein"

By

13 April 2017

Gebucht : King Club mit Meerblick!!! Extra eine Mail mit: bitte!! Im obersten Stockwerk und ruhig und nicht ! in der Naehe des Aufzuges. Was bekomme ich : ein Zimmer auf einer sog. Clubetage ( 2 Stock ) direkt am Aufzug und an der Eingangstuer zum Club und mi Blick auf die Handtuchstation im Sog. Resort und an der Morgends um 07:00am die Mitarbeiter " Lautstarke " Gespraeche führten. Eine Frechheit!!!! Ein Upgrade erfolgte ebenfalls nich obwohl Spire Member/ Royal Ambassador Member. Einige Mitarbeiter haben anscheinend ueberhaupt keine Ahnung was der Ambassador Club ist und beinhaltet. Das Resort und der Beach haben mehr das Feeling eines Massentourismus-Hotels und nicht das eines Interkontinentel Hotels und das auch noch bei einem deutschen Manager. Er sollte sich die Interkontis in Berlin, Amsterdam, Melbourne, Las Vegas , Hongkong , Hanoi u.v.a.m. Und hier auch die Cluubs Anschauen dann weiß er was Service ist und insbesondere ein Club. Hier im Club gab es noch nicht mal eine Eierspeise zum Fruehstueck und Kaffee aus Pappbechern!!! Das Hotel kann fuer Business ueberhaupt nicht und fuer Urlaub nur bedingt empfohlen werden. Zumal das Preis-Leistungsverhaeltnis ueberhaupt nicht stimmt . Sorry aber dass muss so gesagt werden. Als Spire/ Ambassador Member kann man objektiv beurteilen bei den vielen Uebernachtungen die man im Laufe eines Jahres taetigt, zumal ich seit fast 40 Jahren in Intercontis bzw. IHG-Hotels uebernachte.

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Awesome stay!

By

12 April 2017

club

The room was clean and well maintained. The pool was beautiful and the beach area was clean. We had a couple issues (a problem with the sink and TV and also loud music at night from a nearby room) that were ldealt with and resolved literally within minutes. The restaurants were superb and affordable. The staff was always friendly and knowledgeable. The valet always had our vehicle ready and cooled with the AC on before we arrived to use it.

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Nice facilities

By

12 April 2017

club

This was a nice hotel with very friendly and attentive staff! Nice amenities as well. Near the airport, so there was some noise from the airport, but you could keep the door to the patio closed and it would block the sound.

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