The Condado Plaza Hotel

This was my first time my husband and I have visited Puerto Rico and The Condado Hilton was an amazing place to stay. So for the positives: excellent customer service, especially the front desk-always helpful and considerate. The hotel is right on the beach and it is an amazingly beautiful hotel. For the negatives: room was a bit dated, curtains were a little dirty and the bed sat low to the floor. However, the bathroom is huge and if you get an ocean view room, the view is worth it (we were in room 528). The hotel is under renovations but we would stay there again in a heartbeat❤️. You can’t beat excellent customer service!

When we got there early, we couldn't access the room but they did let us leave our luggage in the hotel, at no fee. When it was time to check in, it wasn't a long wait, but when it came time to go inside our room, it was a disaster. The room was not cleaned at all, the bed sheets and pillows had hair all of it, the shower looked like someone just showered, there was hair clogged, the tv stand had stains all over it, and there was dust all over the room. We asked for a new room (which they had nothing available since this was during Bad Bunny weekend) and they instead suggested they will clean the room. It took 3 hours for them to fully clean the room, since it was just 1 older man who cleaned the room. The closet was located inside of the bathroom, which sucked if you were trying to change but someone was using the bathroom. As you can see, the ceiling had holes, the room was an attached room which was never told to us. Our neighbors were smokers, although these were non smoking rooms, the elevators reminded me of the elevators in the projects. They were really dirty, had cobwebs and spiders, only 1 elevator was working, and the one that was working didn't stop on all of the floors. The staff did try to accommodate us as much as possible. The bartenders are amazing especially Gabriel. The location is a great location. You can walk to restaurants, the cabs are nearby, there's a beach located in the back of the hotel, including a salt pool, regular pool with a fun slide, poolside bar, and lots of iguanas that love to be fed. We were comped our hotel fees since we had so many issues. Overall, a lot of money went into making the lobby look amazing. Hopefully they can put money into fixing their rooms, hallways, elevators, and staff.

The hotel is spectacular! We had amazing views of the Condado lagoon! Room was spacious! The shower pressure was fantastic! We spent an afternoon by the pools enjoying the hot tub and venturing off to the little beach. My girls enjoyed the water slide! The cost of an uber into old san juan was $5 so very convenient location. Definitely recommend and will visit again

I visited here with my mother two weeks ago. When we arrived in San Juan it was past midnight so it was late when we checked in. The receptionist recommended we switch to the higher eighth floor because the views were better, but we quickly found that all the elevators were broken so we switched back. They must have been trying to give our more accessible room away for a better deal. Then, when we got to our rooms I quickly got under the covers only to find the bed was full of sand and had not been changed. My mom's bed was also full of sand, hair, crumbs, and dirt. No one picked up when we called the receptionist and it was 2am by this point so we ended up sleeping on towels on the bed until morning. In the morning, we informed the front desk who said they would comp our first night and switch us to a different room. When we got to the new room, our key did not work and a custodial worker yelled at us saying we did not have any luggage so we must be trying to break into the room. We returned to the front desk and asked if they could just clean our room and we would stay. Later, we found that they only comped the first night's resort fee, which is only about $30. Overall, location is good but the service is terrible. Rooms are dirty, elevators broke down more than they were functional, and its overpriced for what you get. I personally will not be returning.

I stayed here for one night and overall had a very pleasant experience. The tropical décor gives the property a relaxed, vacation feel, and my room was spacious, functional, and featured a balcony overlooking the bay, great for enjoying the view.||The location is decent if you don’t mind a short walk to restaurants and shops, and the staff were friendly and welcoming throughout my stay. The hotel sits on the bay, and not the beach which is fine.||That said, for a hotel that’s just been renovated, I was surprised by a few small issues. The deadbolt on my room door was jammed and wouldn’t lock, the bathroom sink drained very slowly, and I noticed a few ants around the room. Additionally, the onsite restaurant service was slower than expected, and my simple salad order took about 20 minutes to arrive.||Despite these minor setbacks, the property itself is great and comfortable, and with a bit more attention to detail, it has the potential to be flawless.

I had to book a last minute room. The service was fine but a bit inattentive. The guest services employee was more interested in chatting with a coworker than attending a guest when I arrived. The hotel rooms are pretty outdated and gave 2 star hotel vibes. Considering the price, i was expecting a more updated room. I would recommend folks look at other options in the area instead.

My stay at this hotel was extremely disappointing. The quality of the establishment did not match the price point or expectations. The room was not properly cleaned, with noticeable dust and stains. For the cost of staying here, I expected a far higher level of cleanliness. I would not recommend this property and hope management takes these concerns seriously to improve the guest experience moving forward.

This hotel offer some really unique features that others in condado don't offer. They have a salt eater pool that is super refreshing They have a beach area that is like a lagoon with no rough water. Perfect for snorkeling, we saw tons of colorful fish The views feom the ocean front roo.s are spectacular If you enjoy walking like we do you can walk to old san juan Its close to tons of entertainment venues and local spots like la placita which is a 5min car ride. I strongly recommend this hotel

I stayed here on my recent trip to San Juan. The lobby area is beautiful. Lots of seating and a huge fish tank. The staff is very nice and check in was a breeze. The rooms were okay. You can definitely see the age, although everything seemed to be in okay shape in my room. The elevators were the worst. I was on the 6th floor and every time I hit the button to go to the lobby, the elevator would come all the way up, pass my floor, and work its way back down again. So definitely plan for extra time since the elevators like to take the scenic route. The location was great. Starbucks. gift shop, and bar in the lobby but there are plenty of restaurants and shops only a 10 min walk from the hotel.

I'll start with the good, the lobby of this hotel is beautiful. When you walk in you get the 4-star vibe. There is a nice fish tanks in the lobby. They have a really nice bar in the lobby. They call it the "moon bar" the bartender that was there during our stay was so friendly. We asked him to just surprise us with whatever he wanted to make. If you feel spontaneous enough, try it out! Everything he made was amazing and not like anything I've ever had before. Our room however, left a lot to be desired. We had an ocean view which was fantastic. The bathroom was large. However, the room feels very warn down for a 4-star hotel. The furniture was dated. The room had a musky smell to it. The bed was not made everyday. The food options in the hotel weren't great. I'm not sure I would stay here again by choice

I recently stayed at the El Condado Plaza Hilton Hotel for a week, and unfortunately, it was a disappointing experience. Despite the high prices, the installations were not well kept. Only one elevator was working, and we had to wait for long periods to use it. We requested cleaning service for our room, but it was never cleaned during our entire stay. We had to go to the help desk to get new towels, which was inconvenient. The restaurant and bar inside the hotel were closed, and some rooms had half doors or pieces of plywood instead of proper doors. The hotel's condition was not what I expected from a Hilton property, especially considering the high rates they charge. Unfortunately, it was not worth the money, and I would not recommend it to others until they improve their maintenance and services.

WARNING!!! DO NOT BOOK THIS HOTEL. This is the 2nd time i booked this hotel and it was by mistake. Hoping it would be a better experience, I was wrong. They put me on the 10th floor, the next morning, the elevators didn't work for 2 days. Before I changed hotels to Marriott, they had not serviced my room the next day, the mgr couldnt explain why, the parking access was less than ideal and the beach is not accessible. Do yourself a favor and find a better place to stay.

What' makes a good hotel? Let's face it, the bed of course. We all need a comfortable place to rest after a long day in San Juan. But for me it's the shower. Pleasantly surprised that the water pressure was perfect. Enough hot water and a sizable bathroom with a safe for your valuables. What was even more remarkable for us was the cleaning service. We walked out for breakfast, and wasn't gone for long only to find our room made up. This was consistent with every night we stayed. We are still wondering how they knew we left. Regarding the price, it's competitive to the area. The bonus here is the ocean view and the balcony we sat out on each night and each morning. I would recommend this hotel but I would stay away from the small bar in the lobby. $8.00 for a beer isn't worth it. Also do not take a taxi from the hotel. They charged us $20 tire a 10 minute ride to Old San Juan. Call Uber (No Lyft in the area) they will charge you $6-$8. You will enjoy your stay here on Ashford Avenue since Condado has plenty to offer. Plus it's not only beautiful but it's safe.

No water pressure...need to flush 3 or more times and will take longer than normal to shower or brush teeth. no restaurants in hotel. What they do have as far as food is a coffee bar (best coffee ever), a cafe that opens when they want and food takes forever to be served and not good. One gift shop and nothing worth buying too expensive when you can walk less than 2 blocks and get what you need from any shop available. On outdoor pool area that has delicious mojitos but they close at 7pm so you have to eat early. No late dinners here. If you like pizza order from Marco's. They deliver and it's good pizza. Employees are very kind but hotel needs total renovation. Everything still looks like the 60's would not return to this hotel.

The lobby of this hotel is very pretty and all the staffI encountered was very nice! Especially our housekeeping lady. Our room was clean but small. We had a hard time finding space to sit and eat or even just chill in the room comfortably. This place loses stars for me because the basic rooms are on the smaller side, the beach area is VERY small and more of a marina, and there are rats here! We seen rats several times running around the pool and there is a huge rat hole on the balcony of room 621 on the 6th floor. It's in a great area with lot of restaurants and shopping around. Uber is readily available in the area and pretty cheap!

Lobby is nice. That's how they get you. I write this as I survive the night. Never made it to the supposedly small beach as I was trapped by a cockroach. (Had there been wifi, I might have been able to subdue my inkling of going to be in public...) Tried to trap the dinosaur cockroach with leftover food in a box, I had the lid in hand. But no. He was decisive in staying on the ironing board, from which I found him. (As we speak, my work shoes are living on top of the sink.) Called downstairs for backup, no answer. There's no lightbulb in my bedside lamp, the light from the other bed's lamp must stay on, as I hear cockroaches prefer darkness. Pass on this hotel if possible. It's 3 am, and I'm trying to ignore sounds I think might be insects' rustling. Hopefully I'll survive the night. (Seriously: no wifi, bugs in the room, beds are old, rooms are worn, no chairs on the balcony to sit in. Don't waste your money. Hard pass. Stay on Team Marriott.) #marriottalltheway Update: customer service is non-existent. They don't care about your concerns and aren't willing to do anything to fix it. Zero stars.

For the price and location I'm really happy with my oceanfront king room! Right up the street from one of the best salons ( Xiomara Valentin) who specialize in makeup, massage, Botox and hair of all types and close to a few of my favorite restaurants like Kane and Semillia. The views are breathtaking and the rooms were decent. Bed comfy and huge TV and balcony. The restaurant is pretty good with the amazing ocean views. We enjoyed the pools, swim up bar, beach and hot tub. Will I come again? Maybe. San Juan has so many nice hotels but the service and hospitality definitely puts this as an option. Con- construction across the street. I couldn't hear them but it's there. Iguanas, snakes, rats etc in the back pool areas at night. They ran when I walked up but they are there.

This place has terrible customer service. Zero flexibility for your reservation, even if your flight has been delayed. The manager on duty has an aggressive attitude, wouldn't recommend if you're looking for a hotel that is relaxing.

I picked this hotel and I'm glad I did. It was a lot nicer than I had expected because of the reviews and when I pulled up here, I knew that I had made the right choice no complaints whatsoever and I'm kind of fussy Starbucks attached to it can't hurt, but they have their own coffee place inside And a nice bar for the evening restaurant upstairs I was pretty happy.

This is the worst hotel I have ever encountered. Although situated in a pleasant area, I would strongly advise against staying here. It is astonishing that such an establishment is affiliated with Hilton. I cannot fathom why they would associate their name with such a place. Avoid this hotel at all costs.

After reading some of the reviews, I was very leery to stay here. But my family and I took our chances and we were absolutely completely thrilled with our stay. The hotel is clean and modern. The rooms are spacious and very nice. The view is outstanding. I had heard people complain about the staff, but we have absolutely no complaints. Everyone there was super nice and super friendly from the Bellman that would get you a cab and get you a ride back or do whatever you needed, to the check-in staff to the cleaning service. They have the private beach, which is wonderful. They have multiple pools and a great swim up bar with the best bartenders! We will definitely be back!!!!

Loved this hotel and we had a really nice stay! I was reading reviews prior to our trip and was a little worried but did not have those similar experiences. As we checked out, I thought back on the overall stay and was not disappointed. Even with a few minor observations it was a wonderful stay. My partner and I stayed at the Condado Plaza Hilton for a total of 8 days/7 nights. Honestly, I was going back and forth on a 4 or 5 star rating, and to be fair went with a 5. This is based on the overall level of service, overall experience, and the location. It was a great vacation and the Ocean View was breathtaking. As a Hilton Diamond member, I believe the only additional perks were free bottled water and express beach equipment checkout. I didn't really need the express equipment checkout but did get a shiny wristband for the week. That was kind of fun for me. The hotel thanked me for my loyalty upon check in and for being a Hilton Honors Member. It has been a while since that has happened and was nice to hear (but didn't make any real difference in the stay, it was just nice). The room, well it was RED, or at least the curtains and a side wall, but I liked it. The bed was comfy and had a fun, lighted, headboard. The bathroom was spacious and loved the shower and wardrobe space. I would have liked to have had two sinks for this size of bathroom, but the extra sink space worked well for two. We loved the private balcony and spent a lot of time utilizing the space in the early mornings and late evenings. We would relax there, when we had some downtime, and enjoy the view and sounds of the Atlantic Ocean. Pros: Location Views Helpful & Courteous Front Desk staff Friendly Housekeeping and Hotel staff Freshwater and Saltwater pools Pool Slide and Amenities Direct Playita del Condado Beach Access Walking distance to Condado Beach Cons: No-one answers the phone Shoddy Wi-Fi Housekeeping was hit or miss two nights Building has some wear No cable or Movie channels No Hilton Honors Diamond Upgrade Available The resort fee of $35 a night they cover Wi-Fi, beach chairs and umbrellas, beach/pool towels, etc. not a fan of the added cost but it is common charge. To sum it all up, I would absolutely stay here again. I have no doubt there are more polished hotels that don't show some age but that was not really a problem for us. You really only notice if you go looking. The Condado Plaza Hilton, and its location, had more than what we were looking for in a vacation hotel and the service stood out. It was a great trip and such a comfortable stay. I would recommend an ocean view room, but if that is not important you can save a little money and have just as good of a time in PR and at the hotel!

Worst Hilton I have ever stayed at--and as a Diamond HHonors member, I have stayed in a lot of Hiltons! The room is sparsely furnished. So there's nowhere comfortable to relax unless you want to sit on the bed with your street clothes. The single light in the room is a dim lamp on the desk. So, if I wanted to read in the uncomfortable chair, I'd have to do it in the dark. There are also dim led lights on the bed not really worth mentioning. The television is large but it sits on the desk. It doesn't turn if you wanted to watch from the bed. And you can't have it on while you're working at the desk, say, on the computer checking for another hotel. The internet wasn't working when I arrived. So, I couldn't check anything on my laptop anyway. And the phone wasn't working. So, I had to go downstairs to complain. They did nothing about any of these issues, though. And there's a dripping faucet in the bathroom. And they didn't offer me any water when I arrived. The more I think about my stay, the more disgraced I am.

Is it possible to give zero stars!? I wouldn't wish my worst enemy to stay here. Let me start off by warning that this is NOT a 4 star hotel as advertised. It is deceiving because the lobby smells nice and looks decent, but the whole hotel is completely run down and falling apart. Half of the hotel was closed off, and just empty! The pool area was totally lacking, there was no service coming around to help or assist you, the beach chairs and umbrellas are shredding and falling apart. Just looking at the exterior of the structure you can see how it's falling apart. The rooms oh my BAD. Only 1 elevator was working the 5 days we were there. The ceiling in the hallway was crumbling in places and there was mold on the ceiling too. The carpet had large stains throughout the hall. The bed sheets in the room were itchy, like pilled and uncomfortable. The door to the balcony was rusted and made loud squeaks. There were crumbs in the elevator that didn't get cleaned the entirety of our trip, which means they didn't clean for 5 days. We told all of these things to the staff and they had nothing to say! On the day of our departure the woman at the front desk asked how our stay was and we were honest, told them not great. The staff proceeded to laugh at our remark... unprofessional and they even knew how poorly the hotel was being kept. I would stay far away from this place, it's not worth the money or advertised properly.

What an ocean view! Stayed one night before our cruise, and the port was nearby. The very friendly staff helped us to choose a dinner place, and answered questions. There is a concierge. Our tenth floor room was spacious, but simple. The lobby was pretty. Upon arriving we had lunch on the patio by the pool next to the ocean. The sandwiches we chose were hardy and delicious. Breakfast onsite was good. As a Diamond member we received two bottles of water, and free Wi-Fi that didn't work and they told us that. We were given a coupon for a free beer that we had at lunch, and a coupon for breakfast up to $10 each which was adequate. Kids? A pool and small beach are onsite. This spot was a very good choice to enjoy and walk the area for two or three nights, but not a week.

we stayed here Thursday-Monday. Rooms were dirty. Ocean view was gorgeous, but you can tell the rooms were run down and unclean. Mold in the shower grout. For the amount of money we paid and based off the pics online I did expect better, but still our stay was fine. On Monday I left and checked out the hotel at 4:30 am for our 7 am flight. We returned our rental car and checked in at the airport only to find out our plane had technical issues and cannot leave PR until 5:30pm. By this time that was already 10 hour + delay with no where to stay no where to go, i called the hotel and they basically said there's nothing we can do. We were willing to pay- we were willing to only stay till normal check out at 12. They said you can sit in the lobby. When I asked for more information and follow up questions they stopped answering phone calls. I ended up having to rent another hotel and they let me check in early and spend the day there for a discounted rate. Extremely accommodating for our emergency situation. Location is good but I think I would still look elsewhere!

WARNING: Do not stay here if: - You're travelling with children (will explain shortly) - You're staying more than 2 nights - You're a senior with knee, hip or back problems There are no dressers, no drawers or shelves of any kind for storage. The only drawers are on the end tables and you can't fit anything larger than a bible. There is a 3 foot closet in the bathroom but there were only 8 hangers. You can't unpack so you live out of the suitcase. With children that's a big challenge. For anyone staying 3 days or more, your belongings will be scattered all over the room. I took a picture on my fourth day. See attached. If you are a senior like me with knee, hip or back problems, be prepared to sleep on a low platform bed on the floor. Getting up and out requires a lot of effort and help. The same day we checked in, we requested a different room and was told that all the beds in the hotel and the Hilton Garden Inn are the same and that none of them have dressers. Management tried to help us move to another hotel (Caribe Hilton) but nothing was available so we were stuck there for 6 nights. We didn't see any rats or vermin like others did. We found the hotel grounds nice including the pool areas and the tiny beach. The staff was friendly and helpful, even though our room didn't get cleaned 2 out of the 6 days we were there . The Cafe Caribe on the premises is in need of a good chef if they want to compete with the other fine restaurants in the area. It has a huge dining area with hardly any customers. Very noticeable. The hotel is new to the Hilton chain, so they have a lot of work to do to attain their standards . It is located in a good area in Condado, easily accessible to the airport, Old San Juan and Isla Verde

Run! Do not stay here ! It is infested with bugs I complained and took pictures. They will only compensate for one night.

The good: good location, good views, safe secure parking, and a nice lobby. Overall the staff is nice. The bad: the rooms are just average. Paint is chipping from the walls, the bathroom mirror was rusting, door lock would get jammed, broken ironing board, lamp didn't work, ANTS in the room! The microwave and refrigerator are located inside the bathroom! Eeek! Not only kinda gross but very inconvenient when there's more than one guest in the rooms. The four days we were there wifi didn't work. The tv is very low quality and the channels are limited. The staff doesn't answer their phones. There's always a long wait or it goes to voicemail and you can't leave messages. That's the case too when I attempted to call several times from outside the hotel. So frustrating. Upon checking out, the manager Jennifer was informed of some of our issues via the front desk employee; however, she offered no empathy. Very unprofessional.

Beware there is only one elevator that works and it takes about 5-10 minutes before you can get on. The WiFi doesn't work in this hotel as well so take that in consideration when booking

My group (10 guests; 5 rooms) stayed at the Condado Plaza Hotel for my birthday trip June 18-23, 2024. The location is great as it is a beachfront resort overlooking the Atlantic Ocean and Condado Lagoon. Besides the location, the hotel left a lot to be desired. This is not your typical Hilton experience. While this is flagged as an independent hotel, it can be misleading since the hotel still uses Hilton branded materials (e.g., receipt, hotel key cards, etc,). The hotel is old and very outdated and it's very noticeable in the quality of the rooms. One of the three elevators was out of order during our entire stay, and there was only one open restaurant on site the Aqua Bar (the snack bar at the pool). The food was just ok and the services was mediocre. The hotel staff directed us across the street to the Hilton Garden Inn for breakfast. The biggest thing that detracted from our overall experience is the lack of cleanliness of the rooms and hotel management's disorganization and poor management in addressing the issues. When my group checked in on June 18, every room in our block had issues with cleanliness. There was visible dirt, dust, hair and debris on the floors, counters and in the showers. When reported to hotel management, they said Housekeeping would come clean the rooms. After nearly three hours of waiting with no visit from housekeeping to any of the rooms, we went back to the front desk. Eventually, the issue was escalated to the hotel manager on duty. He decided to move our group to different rooms and instructed the Housekeeping Manager to inspect the rooms. It took a few more hours before this happened. At this point, it's late in the evening. Eight of the members of my party were moved to new rooms. My roommate and I were not so lucky. They put us in five different rooms, all of which had issues. The first three were issues with cleanliness and maintenance issues. The last two were rooms that did not match the room type we had booked (resulting in a downgraded room at the higher price). It's now after 11 pm so my roommate and I decided to tough it out in the original room we were assigned and resume efforts to get the room cleaned or moved to a comparable and clean room the next morning. The next afternoon, Housekeeping arrived at their regular scheduled time and cleaned our room. I wouldn't recommend this hotel. It doesn't provide sufficient value for its price and the resort fees, as demonstrated by the outdated facilities and lack of amenities. In addition, poor management means you will not get timely or sufficient support if you have any issues like my group did.

Booked an ocean view room well in advance, and paid over $477.00 for the night. Received a "city view" instead that was actually overlooking the derelict hotel across the street, the slums, and the flat roof of the lower level of the Condado Plaza. I spent my last day and evening in Puerto Rico listening to jackhammers, construction men yelling, and traffic noise. Of the three elevators in the hotel, one was out of service the whole week I was there and the other one worked every now and then. That left one elevator for the entire hotel. I was placed on the 7th floor which was serviced by the intermittent elevator and under construction so there was no thoroughfare/hallway to the rest of the hotel. I was not directed by the front desk at the time of check in that I had to use the elevator at the other end of the building, so I was riding up and down the elevator trying to figure out how to get to my room. When I went back to the front desk to inquire the rude, arrogant, and condescending staff members (employee and manager) that I had just been complaining about my room to earlier smirked and told me I used the wrong elevator. As I was walked away, they were laughing and saying that would teach me to complain and called me an ignorant American. I guess they didn't realize I speak several languages including theirs. When I was finally able to get to the 7th floor I was greeted with a stench I can only compare to a wet, dirty cat box. There were feces and other fluids and debride ground into the carpet of the hallway. The carpet was frayed, torn and dirty. The room was comparable to a 1- or 2-star hotel with rust and mildew everywhere, including the ceiling. There were curtains but no sheers on the window. The elevator left me stranded on the 7th floor for over an hour as I cannot take long flights of stairs. When an employee finally did come out of the stairwell, I explained I was stuck, and he contacted another employee on his walkie talkie. He then told me that an employee was in the elevator and on their way up and he walked away. He let himself through the door at the end of the hallway, and I am guessing he used the elevator located in that section. The 7th floor was under construction so you could not access the rest of the hotel without going through that locked door. He never offered to escort me through or walk me down the stairs or anything. He just walked away. The elevator showed up 37 minutes later. You can't really call this a resort even though you will be charged an additional $35.00 per day as a resort fee, it's more a hotel with a pool. There are no open restaurants in this hotel and no entertainment, just a gift/snack shop that closes around 8 pm. You will have to walk a minimum of .5 miles to get anything other than a Starbucks and the food is mediocre at best. Even tried the Ole Cafe in the Vanderbilt and was completely underwhelmed by the whole experience. The only beach at the Condado is the size of a postage stamp and is actually public access so you will be vying with the local population for space. The area of water access is a lagoon, not ocean so you have the stink comparable to a river or pond, not the fresh ocean breeze you may be anticipating. The group of 500 that I attended a convention with during my stay also had many problems at this Hilton chain as well as two other Hilton chain hotels, while we were there. It is doubtful that my issues will be addressed by either corporate or the staff at The Condado Plaza Hilton. I doubt I will ever receive any compensation for the treatment I received from the desk staff and manager during my stay from June 11, 2023 - June 17, 2023, and the fact that they charged me an outrageous amount of money for a disgusting room. When I told the manager and front desk staff that my group would not be staying with them on our next visit the staff member said "not with that attitude" under her breath. I confronted her about it and she just smirked. I had just been robbed of $500.00 and I my attitude was the problem?! What I do know for a fact will happen is the next time we contract our event on Puerto Rico (bi-annual event) the Hilton chain will not be considered in the bidding, that much has already been decided by our leadership. And while $550,000.00 may not seem like a lot of money for a week of guests for the Hilton chain it is a lot of money for that area that they just lost. It should be noted that while I was having a conversation with the manager about my room being incorrect, another guest was explaining that her toilet still had not been fixed in her room (out for 2 days at that point) and another didn't have air-conditioning in their room (5 days). They would not refund their money so they could find other accommodations, nor would they move them to another Hilton hotel or give them any money back on their stay at the Condado. Avoid this hotel at all cost!!! Have pictures

Room was OK. We booked a balcony and us and several others were given rooms with French balconies, turn sideways and if you are skinny you could stand. Elevators did not go to the floor we were on most of the time we were there. Have not used the Hilton Brand in years and likely will not unless we had no other options.

No hot water in the showers. Stayed here six days and asked for room to be changed. Was denied. How is not having hot water supposed to be acceptable when paying $300/night? No internet. When inquired about this at the reception desk, was given no help or solution. Seriously? Is this customer service?

Perhaps things have improved with time, and the smell was partly due to past damage from hurricanes, but there was a constant whiff of sewer. The lagoon/beach is small and uninteresting but there are two pools at the hotel, a chlorine and a salt water pool. There were too many extra charges for things, like the beach. The view from our oceanside room was gorgeous but we also paid extra for that. On the upside, the staff was friendly and hospitable and the neighborhood was great. Lots of good food and souvenir shops nearby. We also stumbled upon an old fort when we went for a walk. Next time, I'd pick a hotel near a better beach and Uber back to this neighborhood to eat, shop, and revisit the fort for more photo ops.

A Great place to stay. The staff were very pleasant. I highly recommend. I can't wait to go back!!!!

First the doormen were very nice and professional and always greeting you when you returned to the hotel. The hotel is on the end of the strip where the pineapple vendors are located which is a plus. It has a very small private beach area for guest. It gets very crowded though so you have to get there early. Now, the hotel is old dated and needs immediate renovation. It smelled of mold from the time you walk in the lobby to as far up as the 7th floor where we stayed There was mold on the floor of our shower. The room was extremely dusty everywhere where you could tell it has not been properly cleaned. Long curly strings of hair were hanging from the shelf over the closet, there were bugs near the coffee station. The shower looked as if the ceiling was going to fall through. Our room key randomly deactivated two nights before check out. The manager Jean Pierre and another employee allowed us and two other parties to stand in line at the desk for over 20 mins at 11pm at night walking back and forth past us without saying a word. After becoming impatient, I asked how do we get the key reactivated as the employee passed by us for the 3rd time. As he's passing thinking it would be a quick fix we were told by the employee I'm not able to help you right now and the computer doesn't work here anyway. We moved to the next line and the MGR took the keys never apologizing for the wait and confusion with the wrong line. We then went back to our room to find the key was not activated again. We had to go down stairs for a 3rd time & security was summoned to help us at the room door. We didn't get in our room until close to 12am. I warn anyone that cares about where they lay their heads to avoid this hotel until it gets up to code and better standards.

So i booked a room here for me and my son his first trip to puerto rico . Once i booked i read some bad rwviews but when i arrived i was like ok!!!!! Came to the room and it was decent it wasnt until i was ready to go to sleep after a long flight i pulled the blanket back and found half of a top sheet just covering the top and middle of the bed and the bottom was a pee stained mattress pad. I was and still Am appalled i called the front desk and she said she would get house keeping and they never came . I hope tomorrow i can get a refund and find another hotel

The hotel is not worthy of the Hilton brand! The hotel entered a bogus and unauthorized reservation with a room rate of $632 per night...while I had redeemed over 400,000 points and had a free room for 4 nights! Proceeded to charge me after I left the property for a no show fee!!!! It all beyond pissed and will never stay here again!

We wanted to move closer to the airport after staying a week at Margaritaville. Perhaps this hotel was something in its prime time, but it is way past that. The road noise will keep you up, so if you have to stay here, be sure to upgrade to the ocean side. Don't expect to get any special treatment for diamond status. You will still wait in the ridiculously long line and pay for parking and water.

- Not enough for a 4-star hotel, better rated at 2 or 3-stars - The windows/balcony doors are not sound proof whatsoever - You hear the music from the pool area VERY clearly - If you insist on staying here, get the pool side view because the city side faces the main road and there's a lot of noise - Spotty/low speed WiFi - The AC will make a lot of noise at low settings so it must be kept on high at all times - Restaurants and cafes in the hotel were not open to we had to find food/beverages in Starbucks next door and restaurants down the street - They gave us bottled water the first day and then said they were discontinuing this service - Some furniture in the room are rusty, it's quite obvious - Loved the spacious bathroom - Good location as restaurants are down the street - You need to check in by the pool to request for pool towels - The beach is actually a public beach, but they will set up chairs + umbrella for you - Extra resort fee charges

Hotel is a bit outdated. Mini fridge in the room is in the bathroom. Only one microwave on the 1st floor (10 floor hotel) One elevator working. "Beach" is small and crowded. Location wise this hotel is good, you can walk down the ave to everything and a better beach. If possible find somewhere else to stay.

Stunning views but poorly managed. We stayed for NYE here for about $600 a night and really hoped that we would have some good Hilton quality but got very disappointed. First night we couldn't sleep at all because our room had broken AC and it was making super loud noises as well as our balcony door that had no sound isolation whatsoever. I think we got very unlucky as we got put in a room with an old balcony from like the 80s that's made out of steel and it's very poor when it comes to keeping the noise out. We asked at the reception to change rooms but they said they are fully booked. We looked online after and we saw some rooms available so they were lying to us it seems. Also this place does not provide you with water bottles in the room, you have to go downstairs to get them and on our recent time they told us they will stop giving them out either. Anyway, not worth it, stay away.

Me and my family had a WONDERFUL TIME! We had an amazing oceanfront room with a balcony. And though it was HOT AS HELL outside, we were in our own cool breezy private place there. The staff was so kind, pleasant and attentive to our needs: Cesar, Jean, Leslie, Sulimar, the kind staff at the pool are just AMAZING PEOPLE. Thank you for your amazing customer service. I travel often, and such customer service is RARE! It is appreciated. There is something special about this place. I recommend everyone visit!

I tried to give this place a good chance, because although it is dated, the price was right. Turns out it's due for a renovation that hasn't been again yet the elevators don't work our room doesn't get cleaned on time although the people are nice enough, it's really kind of sketchy, the music at the pool is too loud and beach is rather crowded. Although there are a lot of fish in that location bring your own goggles. They don't offer equipment rooms are clean, but dangerous and sparse lights. Don't work leaving tomorrow.

I would never stay here for pleasure. I was on a business trip and essentially, had to stay here. As other Yelpers have pointed out, I was thoroughly disappointed by the lack of quality in this "Hilton." For starters, the front desk representative, Eneida, was a bit rude during the check in process. For some reason, the business card that I was using kept asking for a "PIN;" meanwhile, I've never used a PIN for the card. Every other hotel would manually punch in the numbers, and I expressed that to her. You would have thought I was asking her to allow me to stay in the room for free! Her disposition was totally unfriendly and not customer service oriented. Though, in the end, she punched in the numbers, the card was accepted, and I was good. Upon checking in the room, I didn't know how to react. It was muggy (a bit understandable for Puerto Rico), it smelled like mold, and the TV looked like something from the 90s. Further, this hotel does not offer room service. Though, on the bright side, the bathroom in my room, was updated...but didn't complement the outdated room at all. I did visit the gym during my stay. The gym was standard - nothing special...served its purpose. I just can't understand how this hotel is operational. The rooms really suck and are in need of dire modernization. Wouldn't stay here again.

From the start - they forgot the 10 breakfast vouchers we paid for, so check in took longer after an already long flight. Then, our room was written on the room key as #582. Guess what? No such room. Call the front desk... on hold. My husband has to go downstairs while I'm waiting in the hall w/ our luggage. Oh, they forgot to tell us, that's in the OTHER tower. You have to go this way then...blah, blah... WiFi is spotty at best, especially by the pool. Also, the pool is directly under the flight path of the airport, great for plane-spotting, not great for R&R or pleasant conversation. My husband put $4.50 in the machine to do laundry, lost his money. There is only one hotel restaurant and a Denny's on site. Overall, two years after hurricane Maria, the repairs are not finished and those that are seem to be cosmetic in nature. The good - breakfast buffet was good with ample choices. Beds were comfy. The two pools were crystal clear and I had no difficulty finding a lounge chair. The Hilton Corporation spent major dollars on their other property just about a half mile away, the Hilton Caribe. The contrast between the two properties is significant. If you want the whole experience of a true resort and not having to leave the property, pick the Caribe. There is quite a price difference but there are plenty of restaurants on site and the place has been totally rebuilt. We popped in for drinks and lunch. We couldn't get a room at the Caribe for our stay; they were completely booked. We wanted to see what we were missing, it's modern and gorgeous. The view is spectacular.

The staff are amazing! They are all friendly, courteous and they go out of their way to assist. The rooms are spacious and the views amazing. The downside is the internet was down so no service in the rooms. The food in the Cafe Caribe was horrible. Low quality ingredients, bland and clearly from the local distributor (frozen & canned) versus homemade. The server was great but he was there alone bartending, taking orders, serving, etc.

This is a very old and tired property. The tacky, red, threadbare couch and matching curtains (with holes - probably old cigarette burns) look like they have been in use since the 80s!! It has no real beach (small sandy area by the lagoon is NOT a beach)! I was here on business, so I did not use the beach nor pool but still got the pleasure of paying a $35 "Resort Fee" - that is a real stretch of the imagination to call this a resort...it is a dumpy hotel near the ocean. I did hear from front desk that they are remodeling the part across Ashford to be a Hilton Garden Inn and the beach side will become a Curio...maybe in between the change over, they should have lowered the price point to about $89/night. The hotel is at the west end of Ashford, so any decent restaurant is a good distance away (for a walk). Cafe Caribe restaurant is counter service only and the menu is very limited. If you go to the bar in the restaurant, you have to wait for the counter service person to come over to pour you a drink but then have to go to the counter to order food?!? Not a good nor welcoming experience. Food was mediocre but not too badly priced. Staff was pleasant and helpful. If it were not for the staff (front desk, housekeeping and valet), I might have given 1 star. Conrad would not be proud of this property! I will not stay here again.

Is it the greatest Hilton? NO. Would I come back? Maybe, just as long as they make the necessary upgrades. Should you elsewhere? Sure, why not. Their prices are a bit steep for something mediocre. Does the hotel need a major remodel? Yes, especially since it carries the "Hilton" brand. I'm giving it a 3-star because it's not a 2-star. Yes, some of the reviews are exaggerated. The bed sheets were OK and did not have stain problems. I did question why the bed sheets were not fitted. The pool was probably the coolest thing about the hotel and it is near a small "private" beach. For the most part, the staff was friendly. I did encounter a POS at the counter. I'm a "Diamond" member and get free water. This hotel gives you a voucher good for 4 bottles a day which can be redeemed at the pool area. Problem is that when I travel, I don't lounge in the hotel and explore the city so I'm usually not in the hotel during normal hours. It was late at night and I asked the concierge desk for water. I was told to go to the front desk since they had a few bottles. As I was approaching the front desk, the person checking people in was giving them bottles of water. So I thought, cool, this shouldn't be a problem to get a bottle of water. I was wrong :( When the attendant called me up, he told me to go to the vending machine and to wait until the following day when the pool was open. I would have ordinarily been OK with the answer, but the fact the other person checking people in was giving bottles of water, yes I said bottleS (plural) and the concierge desk telling me to get water at the front desk really annoyed me. So I pulled the... dude, the person next to you was just giving away bottles and concierge desk told me to go here... he gave in and got my water and saved me a trip to the vending machine :) Oh, and don't eat at the hotel. As you walk out of the hotel, turn left and walk about a .10 miles and go to La Marqueta. It's a food court with options and is decently priced.

We stayed here for 3 days and had a wonderful experience. The hotel is clean and sleek. The rooms were updated and clean. Housekeeping is very efficient. Our room wasn't quite ready when we checked in so we changed into our swimsuits in the restroom and used the beach and pool. WONDERFUL experience! The beach is clean and quiet. Attendants were great. Pools are clean as well. We had lunch at the Aqua Bar and the food was great. Server Ken was absolutely wonderful/ friendly and attentive. He gave us several recommendations for local things to do- all were spot on!

Clean hotel with friendly staff. But the noise until 1 am was awful. Awful. Would not stay here again

This hotel is pretty amazing. They have a parking garage however it is not free to park in this hotel. They charge a pretty penny a day for the parking, which I am not a huge fun of. the room was pretty nice and the bathroom was super impressive. I thought that the rooms were very well decorated and built. The place has an amazing pool and breath taking view of the ocean. They have a restaurant that serves breakfast which also had amazing views of the ocean. absolutely amazing. They have a weird layout that the hotel is 2 buildings and they have a bridge that connects them or you can cross the street to get to the other building. One of the best amenities in my opinion was the fact that it seemed like that all the rooms had a balcony I was so in love with my balcony. Absolute dreamy place, the lobby is beautiful and the staff is super nice and they are very attentive, the only reason I give the review star amount os for the not free parking, that can be annoying I am completely against paid parking in hotels. overall aside from the parking this is a dreamy place

This hotel is in the middle of everything. Walking distance from restaurants and bars. The place is surrounded with water on each side. The hotel itself is a bit old and may need an upgrade, but my family and I are beyond pleased with the value we got. There are 3 pools on premises, access to the beach, a pool volleyball in one of the pools, underground parking, a beautiful Lobby's with several bars. One can spend a whole day without having to leave the hotel. The stuff is very well trained, professional and friendly.

The Condado Plaza Hilton ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ View all The Condado Plaza Hilton 4.0 (3.9K) 4-star hotel OVERVIEW PRICES REVIEWS PHOTOS ABOUT Google review summary 5 4 3 2 1 4.0 (3,884) Reviews Allocean 134 lagoon 38 resort fee 29 starbucks 26 +6 Sort by Most relevant Newest Highest Lowest Traicy Price Local Guide·22 reviews·4 photos a day ago NEW Vacation | Couple @thecondadoplaza Absolutely most horrible hilton I have ever stayed. I am highly disappointed . First impression when I was walked in the lobby was mediocre. Has a light musty smell and also of raw sewage. Don't let the anesthetics fool ... More Photo 1 in review by Traicy Price Photo 2 in review by Traicy Price Photo 3 in review by Traicy Price Photo 4 in review by Traicy Price The Condado Plaza Hilton (Owner) 2 days ago Traicy, thank you for staying at the Condado Plaza Hilton during your visit to beautiful Puerto Rico. We would like to express our sincere apologies for not meeting your expectations. We will share your feedback with our team to take corrective actions. We work hard to deliver a memorable experience and truly apologize for the challenges you had while in our property. We thank you again for your feedback and we look forward for the opportunity to serve you in the near future. Ileana Mazzurco 9 reviews 5 months ago Vacation We spent 10 nights from 11/2-11/12/22. From the moment we stepped foot through the door we were greeted by the nicest check in person (Leslie). We were informed that instead of the family suite we had booked we were receiving two ocean ... More 6 The Condado Plaza Hilton (Owner) 4 months ago Ileana, Thank you for taking of your time to complete this review, we are happy to read you had a wonderful time while in our property. Thank you for acknowledging the great service our team is committed to deliver. I will share them with our team We hope to welcome you back in the near future. Weddev Stud 21 reviews 4 months ago Business It's a good location that near diverse of restaurants. Walk to the beach, and explore the beautiful areas. However, the major hurricane of few years ago had took away some of it local beauty and not yet fully recover or rebuild to the ... More 2 The Condado Plaza Hilton (Owner) 4 months ago Hello Weddev - We're glad that you found our hotel's location convenient and our staff accommodating but we're sorry to hear about the issues you had to deal with while staying with us. We want to make it up to you so please feel free to reach out to us at https://help.hilton.com/s/contactsupport. This will help us improve our guest experience in the future. D Ashford Local Guide·251 reviews·1341 photos 7 months ago Vacation | Family The room was a little dated but we worked with it because it was a reasonable price. The balcony view was more like a European balcony you could not get any chairs on there but you can stand on it and see the ocean which was very nice and ... More Photo 1 in review by D Ashford Photo 2 in review by D Ashford Photo 3 in review by D Ashford Photo 4 in review by D Ashford +16 1 The Condado Plaza Hilton (Owner) 7 months ago Thank you for your review and feedback, we will share it with the team, see you back soon! Traicy Price Local Guide·22 reviews·4 photos a day ago NEW Vacation | Couple @thecondadoplaza Absolutely most horrible hilton I have ever stayed. I am highly disappointed . First impression when I was walked in the lobby was mediocre. Has a light musty smell and also of raw sewage. Don't let the anesthetics fool you! We checked in, get to our room and a giant cockroach was there waiting to welcome us. After chasing him around for about 20 mins we were exhausted . We attempted to lay in the bed however a smell of wet dog and human under arm odor consumed us! The bed could not have possibly been changed prior to our check in. This was the last straw. I also noticed there was no lock on the door! We went downstairs to inform the front desk of the issues we experienced. They were kind and offered to switch our room. I preferred to go stay at another hotel however my husband convinced me to give it another chance. We saw a different room and agreed it was a bit cleaner than the previous. At this point we're extremely tired and want to sleep. The room is still a bit musty but we settled. We finally get some sleep however we were awakened by a loud train horn that blared through the balcony to our ears! At this point I am disgusted and disappointed in this place and want out! I want a full refund and get as far away from here as possible!

My husband and I just returned from a week's stay at this hotel. We chose this since he is a Diamond Hilton Honors member and we chose to use points for part of our stay. We were not aware that several of the restaurants were closed and the 2 that were available were sorely understaffed. Wait times for service was usually 20 minutes to a half hour. The facility could use a serious refresh. Some of the outlets in the room did not work, as well as in the bathroom.Our room was cleaned daily and the available pool areas were pleasant. Our desk clerk, both at check- in and check- out, Giovanni, was most pleasant and helpful. Even though his name tag indicated he was a trainee, his 'people skills' were quite refreshing. Keep this employee!!

I loved this place definitely a place I'd visit again. The views were amazing and everyone here was friendly. Entertainment & culture life is fascinating to physically see. I recommend doing the food trucks in downtown San Juan. Also, for covid you can get a rapid testing done to go they just take your temperature every time you enter in the hotel.