Caribe Hilton

Worse Hilton experience I honestly think ever.... some details.... they stop all food service at 10:30am so if your hungry for lunch, even though they have 5 restaurants and bars... no food until 12pm or 1pm the day we were there.... Rude security.... so you will get stopped at the pool, at shops, at the beach and out front randomly and frankly all the time asking to scan your room key. This led me to constantly ask am I at a resort or a prison. I'm the one paying to be there and this is how you treat your guest. EVERYTHING closed at dusk (around 7pm) no beach, no pool, no outdoor seating... none of it, all closed and forced out by security. No sitting by the ocean, no walking on the beach... no resort relaxation. Now the rooms, actually are quite modernized. Make sure you use the safe but housekeeping did do their job well. Needless to say, will not be returning.

Excellent 5 day stay, we have been looking to find our next winter vacation spot and after our visit here we think we found it. The hotel felt like a resort and all of the staff were amazing and friendly. The beach area felt very secluded and peaceful, the pool was fun and lively. We were made to feel right at home here. I want to shout out Patricia at the front desk for each time we visited the front desk for water or ask a question she always met us with a huge smile and addressed us by name. Those kind smiles and hello’s really make you feel welcome. Thank you Patricia for your kindness and helpfulness. We will be back for another stay! Highly recommended!!

A Disheartening Stay at the Caribe Hilton I don’t write reviews often, but I feel compelled to share our experience—less out of frustration and more in the hope that future travelers might make an informed decision. Upon arrival at the Caribe Hilton in Puerto Rico, it became immediately apparent that the hotel did not match the images portrayed online. The “ocean view” that had been a major draw for us was largely obstructed by an unsightly industrial roof. Inside, the living room felt sterile and dimly lit, resembling something closer to a cell than a place of leisure. The blinds were difficult to operate, letting in neither breeze nor light easily. Our troubles didn’t end there. The bathroom door was difficult to open and loud, an annoyance by day and a full-blown disruption by night, waking the entire family whenever it was used. The living room TV failed shortly after our arrival. After a two-hour wait, a kind maintenance worker arrived only to inform us that the connection was faulty and that we’d need to manually jiggle a wire at thr back of the tv if it happened again—hardly the seamless hospitality one expects from a Hilton property. By the next morning, I made my first formal complaint around 8 a.m. about the door. When we returned at 3 p.m., it remained untouched. We escalated our request, asking for it to be expedited. Hours later, at 6 p.m., we discovered that our refrigerator had stopped working. Still trying to salvage our day, we prepared for a quick shower—only to find out our shower didn’t work. NO HOT WATER AT ALL. Frustrated and exhausted, I called the front desk at 6:30 p.m. requesting that a manager visit our room immediately. I was assured one would. By 7:10 p.m., with no sign of anyone, I walked to the front desk myself to follow up. I also added that the front door to our room was sticking and loud. The manager offered little more than a vague promise that someone would “take a look.” So there we were—my entire family, wet from the pool, grimy from a day at the beach, no cold drinks, no shower, and no idea when help might arrive. We missed our evening plans waiting in vain. Eventually, maintenance came to inspect the room. The TV issue was disregarded entirely. He informed us the bathroom door would need to be removed the following day and shaved down and the hot water issue would be looked into—promising a follow up phone call. Only, once again, to be left waiting with no response. Despite the myriad of issues, the manager confirmed there was no other room available to move us to. Our front door was now sticking a lot also, maintenance informed us it would need new screws and they were unable to do that either at this time. Emotionally depleted, I gave up and went to bed early—only to be disturbed after 9 p.m. by housekeeping arriving to replace the broken refrigerator. This was not the relaxing, family-friendly vacation we had imagined. It was an endless series of maintenance issues, miscommunications, and unmet expectations. I understand no hotel is perfect, but the lack of responsiveness and accountability was deeply disappointing. I will add the daytime manager escalated our concerns on the 3rd day and brought solutions.

Made the mistake of choosing the Memorial Day weekend, and they were also hosting two proms and a wedding, so the first day was crazy. Our room was not ready at 6:00, though check-in was 4:00. However, Jose at the front desk was able to get us another room. That was one of the pros, the amazing staff at all levels--the lead housekeeper on the 5th floor thanked us for visiting every day, the bell hops, consierge, bartenders, lobby staff were all super helpful and friendly even during a busy holiday weekend. Cons: rooms are older, the restaurants on site are $$$ (better to go across street for breakfast), and the pool/beach area is tightly controlled so that you can't bring your own beverages or snacks. However, you are just a short cab or Uber to Old San Juan or Isle Verde for attractions and great meals. And the best part was the snorkeling. We brought our own ordered online for around $30, but they have rentals available. And it was like snorkeling in a giant fish aquarium! So many varieties of fish and protected by stone barriers, so you feel safe. Families with kids who are not on a tight budget would enjoy this resort. And this 57 and 58 year old couple did too.