The Condado Plaza Hotel

Emmanuel We had an absolutely phenomenal time at the plaza. The hotel was immaculate. The food was good maybe just a tad bit expensive but good but the one thing that made your hotel what it is is the gentleman named Emmanuel at the concierge! I’m 62 years old and I’ve been traveling most of my life and I have never I repeat. I have never met anyone with the level of Customer Service that he has. He is incredible.! He even found a catamaran tour for my wife and I that picked us up at the hotel and brought us back and became the highlight of our trip. We had such a great time I want to thank you emmanual and the rest of the concierge guys for being so kind to us, but Special shout out to Emmanuel who I think is the best at what he does and you can tell he enjoys doing it thank you very much Emmanuel !

BEWARE! You don't get what you pay for!! BEWARE!! PLEASE READ BEFORE BOOKING! This review is for the Condado Plaza Hilton in PR for August 2024 (watch dates of other reviews- it's important!) I have traveled extensively and was shocked at how awful this hotel was. The description and pics on the hotel website are not all true. Pros: front desk and inside bar and pool attendants were very nice. Room was clear and cool on arrival. The 2 (not 4 as advertised) pools & 1 hot tub were decent and most of the grounds were nice. CONS: 1st night- bathroom lights didn't work- moved to another room. 2nd room- toilet did not flush until about 15 attempts and then occasionally flushed. Shower had to be turned off every couple min to allow water to drain and not flood bathroom. Sheer curtains missing completely- hotel across the street had a clear view of our room or we had to use the blackout curtains. Safe panel was broken off and not working at all. Only small shampoo & conditioner, quarter size hand soap available- no body wash (had to buy locally even though they specifically said all toiletries were provided.) All electrical outlets didn't work. Had to get our own towels from room service cart. NO REAL FOOD on premises. We were told to go across the street to their "sister hotel" for outrageously expensive mediocre food ($25 plain burger, $17 fries). We opted to walk down the road and luckily found a decent restaurant. Only 1 out of 3 elevators were working (2nd elevator worked sometimes). Laundry room detergent dispenser took our $$ with no soap. Front desk offered us a refund. We needed soap- not a refund which we got about 15 min later. Calling the front desk didn't work- recording says "you're next in line" and after holding an additional 12 min., recording said "goodbye" and hangs up. "Beach" was public and very full Friday-Sunday. Let the mgr know all of this and they reimbursed the "resort fee" of $35/night instead of fixing the issues. Several other customers we talked with had similar experiences.Found out that we could stay across the street at an actual Hilton and use the pool from this hotel instead. It became comical and I felt sorry for the super nice people that work there. Wish I could give 0 stars. I hope this helps others avoid a bad stay!

Great location nice amenities Great location, nice amenities. Access to small beach with no waves which is great for families. Kind and friendly staff. Lunch and bar food and drinks were amazing. Wish there was a place to eat onsite at night got dinner. Gift shop is expensive (as would be expected - Walgreens is a 15 min walk down the road). Only downfall was housekeeping. Out room was not cleaned daily and had to ask for towels, toilet paper etc. otherwise, staff was great.

2nd visit equally pleasant ! Wanted a break from the Houston weather for my daughters and I, got a good deal on spirit package for the hotel. My 2nd visit at this hotel (see first review ) and still just the way I remember it! Clean grounds, functional rooms with balconies. Electrical outlets at head of bed , security patrolling and keeping watch. It really is my go to hotel when visiting the island. 80$ daily incidentals and additional resort fee I can’t recall amount. Love that the swimmable beach is accessible from the hotel and because you are a guest of the hotel you have access to free umbrella and chairs. Can be noisy because of course the beach is public ppl bring their speakers I love the local music , it’s not as crowded at other beaches. Water pleasant and more greenish. We even had a visit from a manatee! The fridge and coffee maker are inside the bathroom area but it’s quite big inside so not a deal breaker for me. I do not know if all rooms are designed that way. The safe in room 541 wqs not operable , I didn’t report it but I did report the fridge and they changed it out instantly . The lock on balcony door did not lock either so maybe take a look at that. . Be patient at the swim up bar The swim up bartenders could either use help or need to pick up the pace to meet the demand. It’s such a cash cow and the bar is missing money. I seen ppl waiting at least 20 mins in line either in the water or at the counter, many ppl complaining about it amongst each other. The hotel is very kid friendly , the water slide is a hit , Depth of the pool is about 4ft , water volleyball available, have plenty activities from Jenga, checkers , cornhole, face painting and ice pops. Most I paid for an uber the entire trip was 16$ that was going back to the airport on Sunday evening, 11$ to Uber over to the mall. The area is so close to everything and walking distance to quite a few things too. It has a connecting full service Starbucks too!! I’d definitely be back and will definitely book here. Big shout out to Melody at front desk was a big help and great advice !

No amenities / just empty promises The only reason I give this hotel a 3 is for the view from the room and the pool/easy access to the beach and our housekeeper Raul was fantastic . Otherwise nothing positive at all for the hotel. The room was missing a chair and curtains. The balcony furniture was mediocre at best. The tv hardly turned on and was dated. Despite being advertised as a smart tv in the rooms. They advertised that they provided kayaking, snorkeling and paddle board as part of the amenities however, when we inquired about them, no one knew any information and we were told to rent from a gentleman on the beach. That information came from the security guard since the concierge/ front desk just shrugged their shoulders and told us they had no idea. When we asked if they had plates and forks to heat up food we had, the front desk again shrugged shoulders and told us to try across the street for that. The restaurant was closed on premises and that was not mentioned, as well as an elevator broken the entire time. The pool bar took about 30 minutes to get anyone’s attention/ place an order. Prices weren’t bad but the service was terrible. The parking garage is a bit dingy and water everywhere. If it was to get full, you’d be parking in massive puddles. Upon check in, we were not provided any information about the hotel or that we could use the amenities across the street. We simple stumbled upon that fact. Resort fee was 35 a night on-top of the original cost. Our room wasn’t dirty however there were lots of ants everywhere. The pool was fantastic, large salt water pool and then another pool for kids/ pool bar. They did not have toys/ floats as advertised so bring your own! The beach access was right at the gate of the pool and the security guards are super sweet. The hotel provided chairs and umbrellas on the beach, but the umbrellas and chairs are all broken. There is no microwave in the room you have to go all the way to the lobby and use the staff entrance microwaves which weren’t very clean. The safe when we arrived, was already locked and wouldn’t unlock our entire time. In order to use the wifi you have to sign up for a Hilton membership and when we attempted we kept receiving error messages. Overall, just get a different hotel. The “amenities “ were not there and we paid way too much for too little. After being given empty promises. Luckily there is a lot to do in the area to save the trip, but the hotel staff/concierge won’t tell you.