I wish I could say good things about this hotel, but our experience was disappointing from start to finish. Check-in was supposed to be at 3 PM. We arrived at 4 PM, but our room wasn’t ready until nearly 5:30 PM. With a wedding to attend, I requested a refund so we could stay with a friend and make it on time. Instead, the receptionist mentioned she'd try to get us a room. After a while she came back with what felt like an attempt to guilt us into declining the room and just "waiting like everyone else." My response to this move was something like "It's either that or a refund", which made her finally ungraciously give in and accept our request for the next room. A bit after that we got our room, but the delays were frustrating. My family had similar late check-in issues earlier this year, and a staff member admitted that some guests hadn’t received their rooms until 9 PM the night before. That night, our sleep was interrupted by a flashing alarm light and then fully woken at 8:30 AM when the alarm system went off. No apologies or compensation were offered during checkout. To top it off, valet delays meant we waited over an hour for our car, although the valet staff were at least communicative and professional. While individual staff members were doing their best, it’s obvious management issues are at play, creating a disorganized and unsatisfactory guest experience. I hope this review encourages improvements, as this was far from the standard of service we expected.

I wish I could say good things about this hotel, but our experience was disappointing from start to finish. Check-in was supposed to be at 3 PM. We arrived at 4 PM, but our room wasn’t ready until nearly 5:30 PM. With a wedding to attend, I requested a refund so we could stay with a friend and make it on time. Instead, the receptionist mentioned she'd try to get us a room. After a while she came back with what felt like an attempt to guilt us into declining the room and just "waiting like everyone else." My response to this move was something like "It's either that or a refund", which made her finally ungraciously give in and accept our request for the next room. A bit after that we got our room, but the delays were frustrating. My family had similar late check-in issues earlier this year, and a staff member admitted that some guests hadn’t received their rooms until 9 PM the night before. That night, our sleep was interrupted by a flashing alarm light and then fully woken at 8:30 AM when the alarm system went off. No apologies or compensation were offered during checkout. To top it off, valet delays meant we waited over an hour for our car, although the valet staff were at least communicative and professional. While individual staff members were doing their best, it’s obvious management issues are at play, creating a disorganized and unsatisfactory guest experience. I hope this review encourages improvements, as this was far from the standard of service we expected.

The Hotel was amazing. It was very clean and the staff is friendly and very helpful. I will be going back real soon. When I'm in San Juan i am only staying here.

The Hotel was amazing. It was very clean and the staff is friendly and very helpful. I will be going back real soon. When I'm in San Juan i am only staying here.

The best part of the hotel is the staff. Sarah at the reception was especially helpful and friendly. Overall the hotel is quiet, clean, and has very nice amenities. The restaurant on the second floor had really good food and the drinks at the bar were fantastic! I recommend the Rum-Bao!

The best part of the hotel is the staff. Sarah at the reception was especially helpful and friendly. Overall the hotel is quiet, clean, and has very nice amenities. The restaurant on the second floor had really good food and the drinks at the bar were fantastic! I recommend the Rum-Bao!

Excellent prompt service

Excellent prompt service

There was only 1 elevator working and that was a big issue and they didn't have enough employees to valet the cars if you used valet parking. The room was clean amd modern. The Air conditioner however wasn't that strong and cuts off when your sleep like its motion sensored

Pros: Beautiful, updated property walking distance to everything in Old San Juan. Friendly staff. Cons: Room pictures were not accurate to what I booked. Pictures showed a balcony, and I did not get that. Self-parking in the building across the street was very confusing. They should definitely create a printout with directions or make the process easier with a card you can swipe to get in and out. They should also label the door in which you enter into the parking garage. There is no signage.

Ok

There was only 1 elevator working and that was a big issue and they didn't have enough employees to valet the cars if you used valet parking. The room was clean amd modern. The Air conditioner however wasn't that strong and cuts off when your sleep like its motion sensored

Good attandance Prompt to serve you Courteous at all time

Noise next door kids running the hallway

Omg please get new mattresses for the hideaway beds It was like sleeping on a cot but with metal Rods Underneath. I’m Pretty sure the mattress was From The 80s Hahaa but everything else Was really Lovely

Our stay was awesome!

Our stay was awesome!

VERY CONVENIENT location. Buy the breakfast package - worth every cent. The waitstaff will give you directions/tips where to go and what to skip. Only complaint was Concierge didn’t update us on ticket availability, and after waiting all afternoon, called tour company directly and they squeezed us in final group of the day

excellent

The second floor restaurant had delicious meals available. Everything we had was amazing! Our room wasn’t ready until 2 hours after check in & I wasn’t called to let us know when it was ready so if we didn’t go back & check we wouldn’t have known for hours. It was very close to restaurants & shopping with a nice view of the water.

We really enjoyed our stay here. The room was beautiful - we had a nice view of the harbour and it’s close to the cruise ship dock. Right on the edge of old San Juan. Parking is available it’s just a bit interesting to figure out at first as it’s located in another building.

I would definitely recommend this hotel..it was in an area where there was plenty of restaurants, nightlife & walkable, safe in Old San Juan.

We were treated very rudely by the check-in staff because we used Expedia. We were not given our Marriott points and we were told “you deserve what you reserve” meaning we were not going to be treated like other guests. I was told that more than once. Very disappointing.

We were treated very rudely by the check-in staff because we used Expedia. We were not given our Marriott points and we were told “you deserve what you reserve” meaning we were not going to be treated like other guests. I was told that more than once. Very disappointing.

Great place

Great location for old San Juan.

Great location for old San Juan.

Great location with 2 restaurants on site. Walking distance from shopping and restaurants and walgreens was right next door

Elevator carpet and hallways were dirty

Great customer service and near some great spots for food!

Elevator carpet and hallways were dirty

Great location with 2 restaurants on site. Walking distance from shopping and restaurants and walgreens was right next door