Condado Lagoon Villas

The rooms are condos owned by individuals. So this review is about the public areas. The building is older and many of the public areas are not maintained. The outdoor Garden area was filled with debris, but not much garbage. The pool area was nice, but aged. There is no service provided for the building other than front desk security. I presume someone is maintaining the pool and hallways, but not much more than that. It is not a hotel or resort with staff, so don't expect it to be. Understanding that, it was a conveniently located condo close to beaches and the Hilton Caribe, which has restaurants you can use.

Was nice. Came through Airbnb. Location is nice. No lobby. Jacuzzi wasn't working on our 4 days stay, although we asked for someone to fix it but nobody came.

We really enjoyed our stay here. It's just the perfect location. We rented electric bikes (shout out to San Juan Bike Rentals!!) and could easily get to the Old San Juan, the beach, Condado and Mirimar. It was very centrally located and the best thing was they have DEDICATED BIKE LANES all over! The views are amazing and we felt very safe with the safety procedures. We went to the hot tub every day. Even when it was hot outside, it was still pleasant because it was fully in the shade. Oh and little frogs serenaded us every night while we visited the hot tub. I was so happy we had out "own" little fort. The fort of San Geronimo. It was closed but it felt like our own little escape to visit. The downside is our unit just felt a little tired. I would still stay here again for all the positives. I might just look for a better unit.

We stayed here as a family of 4 for 2 nights during spring break. I had work during our stay however my family enjoyed the pool. It is close to everywhere by walk or you can take buses to whereever you want to go. Buses are free and very frequent to the airport, old san juan and etc. room was very clean. Beds were comfy. And there were beach chairs, towels, first aid kit, a full kitchen. Communication was very good and and they tell you what to expect and you got what they tell you. I am very satisfied with our stay. You can walk in the close by trail to the restaurants and coffee. Thank you to Neysha who was our contact during our stay.

Good location. Rooms had everything you needed. Good place to stay for first timers. Close to everything.

First time to Puerto Rico and we went with a great choice on lodging! Condado Lagoon Villas was the perfect choice and we can’t wait to come back. The kitchenette was a great feature with an induction stove, dishwasher, and full sized refrigerator. The views are breathtaking! Everyone we met at the front desk was welcoming and made us feel safe. 😊 Thank you!

Good location. Clean and fully supplied with everything. Near the beach, food, highways and stores. No parking but the parking is a few min away. You could use Hilton which is super close but super expensive. Overall for 1 full week we spent 100 in parking. Host was quick to rectify issues and pleasant. Hope to return in a few months

Great view, convenient but quiet location. Great room and very nice pool and hot tub.

I must say this place is the biggest scammer! I book a room with Rogue in July paid in full.. The day of my stay he called me to advised me to place was flooded. To book another place that I will get reimbursed by 7/19/2023.. I book at another hotel send him the receipt I have received any payment.. I called all the phone # to this place to get my reimbursement and the phone # are not working ... I have proof and conversation from this person I will get my deposit every Friday and it's all a lie... Time go take legal action... Cause I've been very patient... All I want is my money back... Don't book at this place

My stay here was very pleasant. Was there for 3 days with a bachelorette party. If you're looking for something extra luxurious, this is not the place for you. The villas are homey, comfortable and humble, but still clean, and aesthetically appealing. Taking away one star due to the limited service. The front desk was not like a typical hotel concierge service. Anytime after about 5-7PM there was a security guard at the front, who would ask your room number and name before letting you in. Safe, yes. Helpful for any other needs? No. If you're like most people that are just using your hotel to shower and sleep then this is the place for you. Loved my stay. Would absolutely return.

My bff and I luckily had a good time here, but don't stay here. I think all the units have bed bugs. Currently reporting to AirBNB. The only reason we enjoyed it was because we just used Caribe Hilton's facilities.

The stars go for the excellent manager and staff. The rooms, once inside, are ok. The complex is sort of difficult to find and you have to pass lots of abandoned buildings and construction crews to get to it. The lobby is never. The rooms oriented along the Lagoon have wonderful views that are just ruined by the mega construction going on in and around the apartment complex. If you don't walk well getting to food can be a challenge. I had to rent a car so that I could get to eateries. But I saw plenty of able- bodied men and women getting around to the Mercado Food Court with no problem at all. Other issues in the room. I had only one cup. There wasn't a can opener but they bought me one along with 2 bowls. I had to provide dish detergent and sponges. There were 4 chairs around the dining table and one was badly soiled. All of them were shaky. They needed more outlets for technology. The pillows were lovely and the furniture on the patio was very nice. And it was a nice size patio. The toilet bowl didn't fill up unless I jiggled the handle and the fridge ran all night, the bed creaked when you turned or moved a body part and the room was cold from the AC and my attempts to use the heat function on the I it did not work. Also the channels on TV were limited. But the most unpleasant aspect of the hotel was the pool area, it collected residue from construction on the lounge chairs, on the pavers and the construction was happening within a stones throw making the hope of a relaxing time by the pool unattainable. Breathing in the dust impacted my breathing and the construction made it impossible to have the kind of getaway in needed to rest and relax. The manager and administrator were great in understanding my health concerns and helped me to check out early so that I could find a more relaxing hotel nearer to more walkable (close) food opportunities. Some disconnects from the booking information: the check in was at 4 not 3. And the cost of the parking is $16 dollars a day.

I enjoyed my stay here! My only complaint was that there was only one elevator working and I was on the 8th floor and the housekeeping staff ate one of my apples and left the apple core in my trash after they had taken out the trash. I probably would not have noticed if they had disposed of the evidence. When selecting your room you have to decide what's most important...washer dryer or full kitchen. Unless you get adjoining rooms and you get both plus a nice living room eat0in kitchen area. Convienently located near the food court and Old San Juan. The staff are very nice and one of the managers (Anthony) is awesome!!! Very quick to respond to your concerns. If I go back to the San Juan area I would stay here as my first pick!

The room is smaller than I expected. The kitchen area looks a lot bigger in the pictures. The room is nice enough tho. We have had a problem with little bugs in the bathroom. They were on the window seal in the tub and on the sink in the bathroom. They're harmless but annoying. We had housekeeping come and spray. But other than that..it'll work.

I don't recommend booking this place for your stay. We booked over 2 weeks in advance for our weekend stay in PR & these scammers cancelled our reservation day of while we were on the flight there. Could you imagine the amount of frustration thus created for us having to find a place to stay when arriving to Puerto Rico. The lack of communication & on going run around we experienced with these people was ridiculous. We had to pay 400 more just to stay somewhere else in which they never even accommodated us. Please don't waste your time doing business with these people.

When we first arrived, we asked the parking lot attendant in front of the property for information on where to park our car. The reservation said that it included free parking. He was very short, told us the property has no parking and to move the car because it was in the way. I went inside to do the check-in and met Rudy. Rudy, works at the front desk. He informed us that this was not a Hotel, but a Timeshare. He seemed agitated since we first walked in. His mask was broken. When I asked him to please fix his mask, he tore it off his face and threw it at the desk he was working at. I also observed him hanging up the phone in an agitated manner. He put us in touch with the Property Manager who seemed very pleasant. He assisted us with information on our room number and the combination to enter the room. I had made a reservation for one night from Feb 17 to Feb 18, 2021. We were assigned room 7821 on the 8th floor. When we entered the room, it had a funky smell and the floor was sticky. The bed linens looked dirty and used. The surfaces were also dirty. When we opened the air conditioning unit, the filter was black. Mind you we are living in pandemic times! When I informed the Property Manager of this, he offered to call housekeeping, to which I indicated that the room needed a deep cleaning. I then informed him that we did not want to stay. I asked him about cancelling the room. He said that he had nothing to do with that and that I had to contact Booking.com, where I initially reserved the room, and to request a cancellation through them. He was not so pleasant anymore. I contacted Booking.com and explained the situation via email. The website provided an email to communicate directly back to the Property Manager to request a cancellation. I emailed the Property Manager about this with no answer. To this day, I have been charged in FULL with no further communication from this property. My calls and emails to the Property Manager have all gone unanswered. Please note that this in NOT a Hotel! This is a Timeshare with multiple owners and it is very poorly taken care of. I do not recommend anyone stay here. Even if you have to pay a bit more, stick with known Hotels when travelling to Puerto Rico.

Let me start by saying my family is extremely disappointed. Families save, plan and coordinate to be able to enjoy a wonderful vacation. Trying to feel even the smallest sense of normalcy and secure enough during this pandemic to vacation. Disappointed in our accommodations is an enormous understatement. We realized at arrival when we attempted to check in to our two rooms, only to be embarrassed as we were told to call this number that the two condominiums are not controlled by the resort but by an individual. A welcome package with our room code would have been appreciated verses calling a cell phone to a hello and texting our door codes. After all the cleaning states 24 hours between guest so a welcome package could have easily been done allowing "check in" to be more courteous and professional. No instructions were provided as to where things were located on property. This could be included in Welcome pack. Nothing wrong with an AirBB but, If I would have wanted to stay at an AirBB that's what I would have booked and expected. I wanted and expected a resort with the amenities stated on the site I booked my vacation. Resort is a term I use very loosely for this property. The information on the website states there are restaurants, bar and coffee shop. Well, that is true but not at this property it's at the Hilton resort next door. Which you can not access if your not a Hilton guest. My family and I found that out as we tried and were extremely embarrassed when we were turned away. The information listed along with the photos leads one to believe it's a 1st class resort. THAT IS NOT THE CASE. The actual condominium It seemed ran down (515 unit was a tad bit nicer than 305) You could barely get the front door (305)open or closed without a hard push/ bump, cleanliness was not up to standards(305 & 515), my bed (305) was balanced by papers wedged under each leg, we had approximately 10 cable channels, cold water didn't work, microwave plate was missing (305), stained towels, faucet (515)not working. I do not live at these low standards normally so, my expectations when I'm on vacation are more plush and extravagant than my normal living environment. YOU SAVE FOR A VACATION. After all, I'm supposed to be in an island paradise resort not an AIrBB. Limited housekeeping or rather no housekeeping at all. The condominium has no cleaning supplies but, no housekeeping. I didn't expect to have to clean and make beds on vacation. I would be embarrassed to admit nor would I recommend this establishment to anyone. But, trust and believe I am going to post the review of this establishment everywhere. We rarely have the time to sneak away as a family due to my husband being military with a busy schedule(32 Years). So, I will be passing this along to who I can in the military community. The only thing that was in anyway positive was the view. My family feels cheated and robbed of our vacation.

The descriptions and good reviews of the venue are fake. If you have been to PR, you will notice that no matter on Google, TripAdvisor or Yelp, there are lots of fake reviews. Unfortunately this hotel is one of those high fake review hotels. This place is not a hotel. It's just an apartment building. Someone rented some rooms in the building and sell them as a hotel. This place has nothing to do with Hilton either. Don't believe the pictures online. The maintenance of the building is terrible. Lots of things are broken and not repaired. There is no gym nor real spa. We got an "Ocean View King and Sofa Bed Room with whirlpool". But there is no whirlpool in the room at all. There is only valet parking. No onsite parking. They claim that the valet parking is 24 hours but we arrived early in the morning there was no valet, no front desk, only a security person. The service is ridiculous. I stayed there for a week. They never provided room service as promised. I had to talk to them multiple times to get some refills. The most ridiculous part is checking out. We had an early flight and was trying to check out at 9 am. But they told me that their front desk won't start working until 10 am. So they could check me out. And I couldn't get my car either.

Condado Lagoon Villas hosted by West Indies is a traveler's worst nightmare. The unit had bedbugs and we no longer wanted to stay there. Both individuals sleeping in the same bed were bitten all over their bodies by bedbugs. When we informed the host, she told us that our ONLY option was to cancel immediately. We trusted the host and cancelled our reservation. After a lot of back and forth which was not necessary, the host offered us and committed to 100% refund for both nights. We called airbnb to let them know of the bedbugs and the situation. Airbnb support team informed us that we should not have cancelled our reservation, that by cancelling it, they no longer have the ability to modify it and it would be up to the host regarding how the refund is handled. Airbnb advised us that in the future, under no circumstance should we cancel a reservation. We had no idea and trusted the host who took advantage of our trust. When we informed the host of this, she did a 180 and accused us of being the first ones to cancel which was not true. After asking us to cancel on the phone, she followed up via message asking us again to cancel as soon as possible. However, this was only the beginning of our ordeal. Following this, the host committed again to 100% refund for both nights. However, the following day, we received a message from airbnb that only a partial refund was being processed at the host's request. Airbnb reiterated that by us cancelling, they couldn't modify the amount or process any refund for the taxes or fees, and the host had processed only a partial refund. When we called the host to ask about the 100% refund and how they had committed to that, they accused airbnb of the ones processing partial and saying no to 100%, all LIES again. After a lot of back and forth with airbnb and the host, the host finally admitted that they were the ones who processed only a partial refund and they only committed to 100% before we had called airbnb. However, by calling airbnb, we "created a lot of troubles for them" and so they were only giving us partial refund now. They maintained that there are no bedbugs in their unit and how they have come up with the documents, which I wouldn't trust given all of their lies and misleading statements. We were supposed to spend the day at a catamaran for our little sister's birthday but instead, had to find a new accommodation, get all of our clothes dry cleaned, and go to the doctor's. The doctors affirmed that they were indeed bedbugs given the bites' characteristics. In addition to all of this, the host went back on their original commitment which they reiterated on the phone and via messages. All to say, AVOID this unit at all costs and spare yourselves the headache. The worst is the customer service from the host who yelled at us on the phone numerous times and expected us to be "hush hush" about the bedbugs instead of letting airbnb know which is a very serious safety concern.C

We stayed 3 nights over New Years, after we finished a 7 day cruise. Since our cruise disembarked relatively early in the morning, we got to the property before anyone was there to check us in. But the security and valet staff couldn't have been more accommodating, holding onto our luggage and directing us to local restaurants and beaches where we could spend a few hours until the check-in time (which we knew about from our booking). Yes, this is a condominium complex with some condos rented out either by owners or by the property. I'm not sure why so many things attach Hilton to it, but it doesn't seem to be associated. If you want the experience of a Hilton hotel, book the Hilton. The room was comfortable, clean, and quiet. We booked an ocean view and instead got a lagoon view, but that was perfect because the New Years Eve fireworks were right outside our balcony. The location is great, super convenient to the restaurants at Paseo Caribe and a short walk to some beautiful beaches. The property us great at responding to emails, so I would suggest contacting them with details about your needs or desires (parking, flight time, etc). Whether before or after your booking, they are incredibly helpful. I think I met another reviewer (Carles) as we were checking in and they were trying to check out. They warned us to go someplace else. Taking a note from their experience, we double checked with the desk the night before we were leaving to see how early they would be there. All it takes is 5 minutes of planning ahead and everyone is happy. I highly recommend the Villas at Paseo Caribe if you want laid back and a more local feel (less room service, more interaction).

Terrible! And I mean terrible service. I have traveled all over the world and have stayed at multiple hotels. This one is by far the dirtiest and most disgusting place I've stayed at. Good luck getting room service or clean towels. Our bedsheets had BLOOD stains and when we asked for new bedding, they brought us piss stained sheets. We had to clean our own rooms because room service isn't a thing here apparently. Never and I mean NEVER again will I stay at this place.

The Lagoon Villas are suites located adjacent to the Caribe Hilton hotel. If you are looking to be close to a hold the hotel amenities, then this may not be where you want to stay. However the amenities are roughly about five minutes walking time away. Rooms are very comfortable. Many of them have a wet bar with microwave and mini refrigerator, some of them even have a complete kitchen with stovetop!

Just visited Puerto Rico for the first time and decided to stay all over in different cities. Our first hotel was Condado Lagoon. We stayed for a week and it was in the most perfect location to all Airbnb experiences, 2 mins to Old San Juan, and next to high end markets and restaurants. After leaving and staying at two other hotels our comfort left us and we found ourselves calling Condado Lagoon to stay there instead of any of the hotels and Airbnb's we had already arranged. You get room service everyday (beds made, fresh towels, etc) and 24/7 security check in at the lobby. A plus was amazing staff who you get familiar with. I will stay here over and over again.

When we pulled up no one was there to help with our bags. The music was so loud couldn't hear the desk clerk. Then it took 10 minutes to get the keys as they had to go somewhere else to get them keyed. Now the room. Seems nice enough for a Motel 6 not a Hilton. Bathroom had coffee stirrer on the floor and hot water took an extremely long time. View is nice at night. Will have to wait till the morning to see what it looks like in daylight. For now unimpressed and disappointed.

My room was nice, in the villa section. The desk staff was nice at checkin, no problems or drama. My main complaint was the hallway was pretty noisy, its cement and it echoes. Everyone walking by, the maids in the morning, etc, woke me up repeatedly. you can't really call the front desk on someone just walking by in conversation so there wasn't much recourse. My second complaint was that the gym is NOT open all hours, so I couldn't work out after work, and I left too early the next morning before it opened! It looked like a nice gym, but....? Im sure I will stay here agin, so maybe the noise was isolated issue. Im willing to give it another chance. but the gym.... ugh. I don't always get to choose my work hours.

The reception was not very welcoming. We were not clear about where the parking was and where to look for towels for the pool. The infants pool was dirty. Also, there was a blackout and the generator was damaged so we spent the night with heat. I do not recommend the place.

My friend Monica and I were looking forward to this vacation all year. We stayed at the Hilton Caribe last year at the same time for my birthday and was given first class service by Claudette at the front desk. Went we home we booked the same trip again for my birthday expecting high expectations. Well I got to tell you, your hotel delivered by two amazing ladies who work at your pool hut; "Princess" Xayanna Ruiz and "Adventurous" Idalmys Pagan. They treated us like family. You could tell these two young ladies loved their job by their great spirit and warm heart. They made us laugh and made us feel like we were guest at their home. We are already planning our next visit to your property and hope to see Princess Anna and Adventurous Idalmys again!!! Go Pink for Anna & Naeema and Go Purple for Idalmys and Monica!!!

This is a very miss leading hotel. When you look at the pictures the beach, pool are at the hotel next door. This hotel has no beach at all. So I have to either go a half mile away and use the public beach, or get a day pass for the hotel next door.the picture of the view is the only real pictures of this place. They do not provide beach towels. No ice machines. This is a time share type of property. Please don't get me wrong I had a great vacation. But I'm very annoyed that there website is soooo miss leading.

Mediocre at best. It is still in poor shape and under construction. Towels not easily accessible at the pool. Could hear the guests on both sides of our room. The housekeepers did not replace toiletries every day. There was a portly attendant at the desk with curly black hair who made it a point to laughably exercise his "power." After staying for multiple days without issue and being recognized by the attendants, one day we walked in and the portly attendant insisted that every occupant's name be manually written down in a pad of paper because it was both condo owners and hotel guests. It was inconsistent and inefficient. He was the type of guy who just desperately wanted to exert some kind of useless control over a situation but it really just amounted to bad customer service. We will never stay here again.

Great location ! They have done a nice job with the hotel renovations. Pool and lagoon are great!

Then I got there on Friday night none of the staff was there, I had to call a number and a woman answered and gave me my room number and my password to get my key out of the lock box. I walked in everything seemed ok, i unpacked layed in the bed, the bed didnt smell clean but i didnt think anything of it I went to sleep because i was exhausted from traveling from Houston and taking 2 flights, the next day, i went to the restaurants across from the hotel got my food and wine, came back to my room got the ice can and there was water in it. Then i picked up the glass and the glass was dirty, then i started really looking around the room and i pulled back the sheets and the sheets were dirty, i was so pissed off I called the concierge but no one answered, no one was at the front desk so i left a message for someone to call me back, no one called they sent me a text message that someone would bring me a new set of sheets, this place doesnt care about there customers they are very unprofessional.the whole night the balcony door would open and close when the wind blew, even though i locked it. I will never stay at this place again NEVER. The next day I went down to see if any employee was there no one. I didnt know what to do with my key so i called the number once again still no answer. Finally i went back up stars to my room and put the key back in the lock box and while i was leaving i fell on the stairs all the way down to the bottom step luckily there were other people there and they had to help me up. There were not slip and fall signs anywhere. I would of missed my flight if they didnt help me up. I am actually still hurting from my fall. When i got in my car to go to the airport the manager finally called me and i explained everything to him and asked him why he didnt call me, he didnt even have an explanation he got quiet. I will never go there again. He only offered me 1 free night stay. I rather of had a clean room.

I travel a lot for work, and I've hung my flag with Hilton because in general they have the most properties where my travel happens, along with being loyal to the points program. I am a Hilton Diamond member, and usually qualify to be one by no later than April each year...so that gives you an idea of how much I travel. One of the perks of this is that when it's vacation time, I can use my Hilton points to travel. When we checked in, I asked for an upgrade since that's part of the perks of being a Diamond member. The only thing available was a king suite without an ocean view, but we settled for a double with ocean view. There was nothing ocean view about it. It was a nice lagoon view...but you could not see the ocean. That night, we noticed there wasn't a single light on in the building with ocean views, so I question if they even checked, they were quick to say no. Keep in mind that the Lagoon Villas are technically part of the Caribe Hilton, but they are off the beaten path. The room key machine was down, so the security guard walked us up to the room and let us in. We get breakfast vouchers as Diamond members, and those weren't ready either...but said they would put them under our door that night. The keys arrived quickly, and the breakfast vouchers for one of us arrived that night. I had to pick our other vouchers up at the front desk. The first night, we noticed that the music was loud from the restaurant downstairs, but after being exhausted from a long day of travel we didn't care so much and thought we could live with it. We had drinks at the Pina Colada bar that night along with appetizers. The bartender was nice, but the food was pretty gross.....drinks were strong though so that's a plus. The next morning we had breakfast at Il Giardino La Trattoria, where the continental breakfast was set up. It was an absolute embarrassment for a Hilton property to put out the food it did. Stale bread, over ripened fruit, and hands down the worst coffee I've ever had. They didn't even have yogurt, and when I asked about that the server threw some serious attitude. I've had better breakfast at a truck stop Hampton Inn off I-81 out in the middle of nowhere. We left and went to Starbucks which was next door....which was packed..and waited 20 minutes for an Americano. We rented a car the next day, and drove around the rainforest. (FYI-- Don't rent from the Enterprise at Hilton--ridiculously expensive. Call Dollar Rent- A Car...it's close and they will pick you up at Hilton. I got a Kia Soul for literally 1/3rd of the price of Enterprise...and it was brand new.) We were exhausted when we got back, but that familiar thump from the restaurant kept us awake until midnight. The next day was a chill day by the pool...Starbucks was packed again, so we waited. We had lunch at the pool bar....it as $85 for a couple of sandwiches and probably the worst margaritas I've ever had. (FYI Hilton-- If you going to charge $45 for a pitcher of margaritas, at least make the mix from scratch instead of using that gross premade mix that gives you acid reflux). That night, the music was out of control...so i called the hotel manager. They said we could move to the main Caribe Hilton tower the next day, which I agreed to. The day we moved, I asked for a bellman to come pick up the luggage. The front desk said he would be there in 10-15 minutes..an hour later I called and they said he was on his way. 30 minutes later, still a no show, so we hoofed it on our own. It's a hike to the main hotel. We noticed a bellman smoking in the employee area as we walked by....he had the luggage cart and everything...so I guess I know why it was taking so long. The main hotel's view was much nicer and it was quiet. The only complaint was that someone was smoking pot on our floor, and it really stank up the hallway...not really much Hilton can do about that. The room was not a suite either, which is what I paid for in the Lagoon Villa-- but at this point we really didn't care. The rest of the stay was relatively uneventful. So...a few things here in my reflection of this stay. Opt for the main towers instead of the Lagoon Villas. Go get yourself an original Pina Colada so you can say you did, but avoid any restaurant at the property otherwise. Take an UBER (UBER is $5 vs $16 for a taxi, but you have to walk off property to catch one) to Old San Juan and get much better food for half the price. Or--If I ever go back to Puerto Rico, I'll look for a different property altogether. After years of being a loyal Hilton customer, this stay....along with a few other recent negative experiences I've had, have really made me rethink the brand. They seem to be having an identity crisis, and the Diamond perks is more about marketing than actual benefits. IHG and Marriott are looking much more attractive than they used to.