Condado Palm Inn San Juan, Tapestry Collection by

Unfortunately, our stay at Hilton Condado fell far short of expectations — especially given the price point and Hilton brand. The property feels more like a converted Best Western, and it shows. The check-in process was slow, with a long line and minimal staff. Our room had issues from the start: the TV didn’t work, and although we alerted the front desk, no one from maintenance ever came. We were also mistakenly charged for breakfast the day before we even checked in — a billing issue that should never have happened. Noise was another major problem, both from the street and other rooms. It was hard to get a good night’s rest. The elevators were unreliable, with one out of service on each side of the hotel. Despite this, staff were using the remaining elevator for extended periods to transport chairs and equipment, leaving guests waiting. As for amenities, the hotel advertised complimentary coffee until 11 a.m., but the milk was consistently out — and staff admitted they knew but did nothing. When it did get refilled, it seemed like staff helped themselves first, leaving it empty again. Overall, the hotel needs better staff training, improved guest service, and operational fixes. Sadly, this experience did not meet the standards we expect from Hilton. We will not be returning.

This was our 2nd time staying there. We love the hotel, the staff and the location. Huge shout out to Genesis and Lourdes! You ladies are the best! We will definitely be staying there again soon.

very good Hotel and people....im back...thank you very good....i loved..no problem....all in the hotel was very good frendly

If I could rate this hotel a zero I would. Please be aware! First off the room we paid for was not the room we got, it stated that we would have a king with a pull-out sofa there was no sofa in the room also the room was dirty. After viewing our room we went to the front desk to complain and they stated that there was no other rooms to change to and housekeeping is no longer there. So I cleaned so we will be comfortable for the night. The next morning went to the front desk regarding the room and unfortunately the hotel was booked and nothing was available. Later that afternoon while getting dressed I noticed something crawling out the corner of my eye and it was a roach I made sure to take a picture and video of it and immediately went to the front desk to show them (yes we killed the roach) when complaining about the roach they stated that they would make sure to clean and exterminate our room and make us priority. I said okay and we went on about our day. When we returned back to the hotel late in the evening I noticed that our room was not cleaned or exterminated so therefore I went back to the front desk and was told that housekeeping had left and they had no idea that it was not done.. at this point I was frustrated so the hotel manager came to the front desk because I was demanding a refund because of the roaches and was told that they could not refund my money however they can offer me $15,000 Hilton points and give me free parking and remove the resort fees. I was so frustrated I went back to my room because I was going to call Hilton corporate to complain about getting my money back. When I got back to the room I was getting ready for bed pulled back the shower curtain and again another roach in the tub at this point I am infuriated. It was too late to go down to complain because I already knew there was no more rooms so of course we killed the roach. I could hardly sleep because I was too busy worrying about having roaches crawl on me. First thing in the morning I went downstairs to complain yet again about the roaches in my room and not having my room cleaned or exterminated and the assistant manager was there and all she did was recite what the front desk manager stated to me regarding the points and refunding the resort fee and giving me free parking. I had to complain three times before they had housekeeping come up to clean after being told my room would be "priority" and unfortunately the room was never exterminated. Once again I went to the front desk to complain about my room not being cleaned or exterminated yet and the assistant manager stated to me well we can refund you your last night and you can find another Hotel wow really Hilton standard......please this is not Hilton standard at all. Hilton should be ashamed of themselves to even have this hotel under Hilton as a Tapestry this is truly Motel like. The best thing in this hotel is the fish tank. We also paid for breakfast and it was Continental and the food was cold and unappetizing. Don't waste your money on it. At this point I don't want to ever stay at another Hilton Hotel again. If I ever visit San Juan again I will never stay here. I have attached the pictures and videos of the roaches in the room. I would not recommend staying here. Absolutely disgusting!!

Great location, clean, comfortable rooms, pleasant staff. I appreciate the front desk and housekeeping staff and Jose L. for help with parking.