Condado Lagoon Villas at Caribe Hilton

The outdoors were lovely and the staff very friendly, but the room we booked as ocean view, beachfront looked onto the hotel extension roof, with the ocean in the distance. The rooms were very dated, with worn carpets and furniture, and there wasn’t a microwave in the room. At check-in, an agent said they could provide a kettle and microwave, but nothing came, and apparently that isn’t something they provide at all. The agent was wrong. Our balcony door needed two people to slide it and was never fixed during our six-day stay, even after we reported it. We still paid a daily resort fee for a place called a resort. We stayed at Hilton Caribe, San Juan, and wish we’d paid more attention to the reviews instead of relying on Hilton loyalty. Since we booked through Expedia, we don’t get HH points either. So much for Hilton loyalty. We should have looked at places in other neighborhoods.

After reading the reviews, I had some concerns, but staying at the Caribe turned out to be pleasant. The staff and service were excellent, and that matters a lot when you’re on vacation. The rooms were very clean, though I agree they need updating. The main level’s open-air design is unique, and the lobby furniture felt nice and welcoming. I liked the pool area, but it needs some attention to feel like the Hilton resort I’d expect. Hilton, spend a little on a freshen-up and you’ll have a jewel to be proud of.

Breakfast was a letdown: service was slow and inattentive, and the food wasn’t good. At those prices, it didn’t feel worth it, and none of what we tried stood out positively. Our stay at Hotel Caribe was just okay, with several issues. The toilet leaked throughout the stay, and it was hard to get timely service. Along with that, the room felt poorly maintained, as did housekeeping. It needs a full redesign. The soft furnishings were dated, and visible stains on the floor made the room feel unclean. The property has potential, but it needs updates and more attention to upkeep and service. Given the problems, I feel a manager should reach out to discuss my experience.

The pool servers were the bright spot. Walter was friendly and attentive, so shout out to him! The grounds and pool were what I expected, though the location is windy. I’m not sure if that’s typical or just a north shore thing. I’ve usually had good experiences with Hilton, but not this stay from May 20-27. We were in room 715. The fridge didn’t work, the ice machine on our floor was out, and nothing in the TV hotel directory worked, including casting, Netflix, and the room service menu. There was a urine smell in the carpet between the beds. It took us a few days to figure out where it came from. At first we thought it was the air vent, so we called the front desk and they came up and changed the filter. If we’d realized sooner, we would have asked for another room. Most of the staff weren’t very helpful.