ESJ Beach Hotel

The room was okay, and the common areas were fine. The bar looked nice, though I only walked past it. The building could use some refreshing, and the exterior needs repairs. I’m guessing there may still be damage from that huge hurricane a few years back. The elevator at parking level 4 was out of order, so we had to walk up to level 3 to find one that worked. Not the end of the world, but a pain with bags and groceries.

We’re getting charges on the room that aren’t ours, and staff say they have to verify them before removing anything. I’d block your card from room charges and pay by credit card for anything you buy at the resort. We just got another unauthorized $500 hold on the card, over and above the stated hold charges. Is that even legal? They can’t get their act together. It’s scary. Don’t come here, stay somewhere else. For the room price plus a $100 daily resort fee, it feels like a ripoff. The rooms are relatively nice, but the uncomfortable bed and pillows are why we gave it three stars. Customer service is barely average, and staff act like you’re bothering them if you ask for something. The location is close to the airport and on the beach, but not much is walkable, and every cab costs at least $30-40.

The whole hotel smelled damp and musty, and the air conditioning only worked periodically. They gave us water at check-in, but when we asked for more, there was only a cash vending machine. The bar wouldn’t even give us a glass of water to buy. There was no sign on the door to request fresh linens if you were out during the day, and they didn’t come to take out trash or make the beds. We arrived in San Juan at 12:30 p.m. and went to the hotel because they said early check-in was available for a fee. The first desk sent us to another check-in desk, where the woman rolled her eyes and was rude when we asked about checking in early. They had nothing available, which was fine since we were early, so we went to a local restaurant next door. At 4, we came back, got our room and keys, and went back out. Someone outside looked like valet, but wasn’t, just sat there smoking cigarettes. I usually don’t mind parking myself, but the guest parking was four floors underground, and we had to walk back up because the garage elevators didn’t work. None of that was mentioned when booking. When we got to the room, housekeeping was still cleaning. I tried a key before visiting my grandpa, and it didn’t work. I called the lobby three times with no answer, went down to get it reprogrammed, but it still failed. I called four more times, got no answer, and went back to reception. They reprogrammed it again and asked if I was using it correctly, as if it were my fault. Then the two receptionists argued in Spanish, thinking I didn’t understand because I’d first spoken English. The rude check-in receptionist came up and changed the door battery, which fixed it. I would have spoken to the manager, but he agreed with her. My family is from PR, so I’m not a tourist, though I like having my own space and usually book a beach hotel. I don’t expect royal treatment, but it was disheartening to look forward to visiting my family on the island and be treated so poorly. I traveled from Washington state to Puerto Rico, which is no small trip. For $100 more a night you can stay at fancier resorts on the island. Heed the warning and pay it.

The room was nice and had a great view, but there’s no pool. It hasn’t been running since 2016, so know that before booking. The shower also had no hot water.