TripAdvisor traveler ratingbased on 3218 reviews
LocationPuerto Rico - Beach
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General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
General Information - Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating3218 reviews
Disappointing 3rd stay
This was our 3rd trip to Puerto Rico and our 3rd stay at this hotel. We were expecting great things following their renovation, but we were very disappointed. Unfortunately the construction wasn't finished and the club area amenities were not available. Our first stay was in 2017 for a medical conference and we were impressed, particularly with the exceptional service we received from their concierge Nestor Colon. We returned the second time in 2019 mainly for their concierge, Nestor Colon, who was immensely helpful on our first trip and became a friend. We stayed in the club suites the second time and enjoyed the larger rooms, easy pool and beach access and complimentary food and beverages. When we returned this year we again stayed in the Club level. We were very disappointed in the renovations, we expected better, and were disappointed that the food and beverages were not available since the area was still being renovated. The hotel did not offer anything in return for this lost service. Overall the hotel was largely unchanged from last year. The service at the beach side restaurant, Ocean Breeze, was terrible and the food was very average which was much worse than our experience last year. I brought my concerns to management and spoke to Karoline Montoya. To her credit she listened and seemed to genuinely care about my concerns. She vowed to make improvements based on our concerns and she did what she could to improve our stay. On the bright side we did have some individuals who made our stay memorable and I would like to recognize them: We continued to receive stellar service from their concierge Nestor Colon. Nestor is very good at what he does and offers a seamless service when it comes to arranging restaurants and activities. He is also a wonderful human being and has become a good friend. He is a consummate professional. We would follow Nestor wherever he goes. We are more loyal to Nestor than to the hotel. The bellman, William, greeted us when we arrived with his usual smile and joyful spirit. We remembered him from our previous trips. His customer service is easy for him because he is such a good person. He invited us to have a coffee with he and his wife when we return and made us feel part of his family. He is a role model that should train the other bellmen. Our housekeeper, Arelis F., also went out of her way to make our stay memorable. She personalized her service to our needs and provided fun extras like towel animals and candies. She was so friendly and caring and made us feel part of her family. She also should be a role model to others. Given all of this, we will likely give this hotel another opportunity when we return to Puerto Rico next year. I am willing to give the management the benefit of the doubt that they will fix the things that I brought to their attention. Plus, we look forward to seeing our friends Nestor, William and Arelis again. The hotel would be wise to honor these individuals because of their exceptional customer service, and management should realize our loyalty lies more with them than with the hotel.
Prices Went UP
Was told they had the best rates in town for conferences. Check out the Fairmont El San Juan next door for more reasonable rates for group gathering. They may require your group to spend at inferior bars that aren't stocked well and give no credit toward restaurant and bar tabs from your group. Unorganized w layouts and the worst part was late (after 6 PM) checkin for the group organizers from the states.
Vote for Pedro
We recently went to Puerto Rico to celebrate my fiancée’s 30th birthday. After much debate, we decided to stay at the Intercontinental Hotel. The location is very close to a lot of great restaurants and the beach here is definitely nicer than further north closer to old San Juan. It’s also 5 minutes from the airport which is convenient. The room was nice enough. One pillow appeared to have a booger or blood on it (not sure which) but other than that we didn’t have any hygiene concerns. However, what made this place a 5 for me was the bartender at the pool bar, Pedro. Pedro was amazing to say the least. Not only does he know my drink order better than I know it myself, but he also gives great recommendations for places to go and things to do! All of our restaurant picks came from him, and we loved everywhere we went. I’m not normally a big mojito or rum person, but he made the most delicious mojito I’ve ever had and tons of other unique drinks that I didn’t necessary think I would love but I did. Jaders was also super nice! We went to his personal bar (173 Grados) and again had some amazing and original craft cocktails that we weren’t sure we would love, but we did. The pool was nice. The Hotel is right on the beach and had chairs to lay on for no extra fee. They held our bags when we got to the hotel before we could check in and again on the last day so we could do more exploring before our flight. My fiancée likes the room really cold when we sleep and we were able to get it down low at night which isn’t always the case at hotels, especially those in warmer climates. As a side note, I do agree that most of the food is overpriced at the bars and restaurants at the hotel, but you are paying for convenience. There are great, cheaper places to eat close by if you want to save some money. Hope this helps!
The hotel did a good job with the renovations. I had an oceanfront King size suite - it was well appointed with modern decor and clean lines which I like... Loved that there were plenty of outlets too... the hot tub and pool are amazing! The grounds were well kept and the staff were kind. My only negatives are that I was looking forward to accessing some spa services but the spa was not yet open, and they don’t have ice machines installed yet so you have to call for room service and tip every time you want ice... that problem will eventually fix itself though... the location is good - no more than 10 minutes from the airport and walkable to plenty local and us chain eateries...
Beautiful property with great service
Spent three nights in an ocean view room. The room was very nice, recently remodeled and had a fabulous view. All of the employees were very friendly and always had a nice greeting when the saw you. Beach access was great, walked right out and had a lounge chair when I wanted one. Good service on the beach as well for food and drink. Pool looked great, but I didn't get in. Lobby bar was very nice and had great service. Only complaint would be that anything you purchased there was pretty pricey. I suppose that is normal for a resort hotel on the beach.