I am professional Event Planner. I typically coordinate and manage events throughout every stage their lifecycle, but last week I was hired as a Day-of Coordinator to a 70 person wedding. While it's typically challenging to come into an event during the stage of execution, the professional, experienced and friendly staff at the Intercontinental contributed largely to a wonderful event. Although my clients' dream of celebrating by the beach was thwarted by a terrible rainstorm, the Banquet Manager, Carlos was well prepared for an alternative plan and was very accommodating to our last minute requests. Service was led by Banquet Captain, Sarita who bent over backwards to deliver on our expectations any beyond. The service staff was attentive, friendly and took great direction. Despite the rain, everyone was delighted with experience and in my book, Sarita, gets and extra gold star for exceptional Customer Service! read more

We stayed here a week to celebrate our 10th wedding anniversary last month. My husband and I had a great time while in PR., the resort is beautiful and the staff (especially the Doormen and valet service)is excellent . Ray was very courteous and made us feel very welcomed and made the stay here worth it. We have a few incidents that were inconvenient, (Check In was a little too long of a wait, our room keys wouldn't work one night, and added charges for parking and beach chair fees were not part of the package so we questioned it , and management did their best to accommodate us) but did not affect our enjoyment of the resort. Location was great and the views were spectacular . read more

I recently visited the hotel for the first time. The hotel is gorgeous. The lobby, pool area and beach were spotless. The view from the room was beautiful. We were a group of 12 (with kids) and rented three rooms. My room was located in the 7th floor. At first I was impressed with the how clean the room was until I started lifting the sheets and noticed that around the bed they didn't vacuum it. I just thought that probably it was me being picky. I stayed in the resort for a week. The room service lady was very friendly but at the same time was lazy. She didn't vacuum the room again. The soap and shampoo were only replenished once. I didn't see a traveling kit in the room either. The room service lady even forgot to take the garbage out once and when I walked into the room all the garbage was piled up in a corner. Now you may ask why after all this inconvenience I'm still giving this hotel a 4 start??? Well like I said we rented three room. My family didn't have any complaints. Their room service was pretty good. Everyday their room was spotless like the first day. They even had a nice note and a different towel designs. The hotel itself is amazing just hope you don't get the same room service person that I had. read more

Where do I start?I stayed here 8/8/12-8/15/12, I give it a 3 star because I go and check in, Brenda was fabulous at the front desk very friendly extremely helpful had a small issue and she tried to help, she calls in a front dest manager to assist her and her name was ms/mrs Perez what a embarrassment she's starts raising her voice at me in front of other people checking in I was just explaining my situation and she didn't even care she ruined my first impression of the InterContinental experience so much for being accommodating I never felt so embarrass I got so anxious thinking omg am not getting my room just flew in to go to a wedding my vacation started so well leaving home my flight and arrival until I got to the hotel ugh but luckily Brenda felt really bad for me and found someone else who was also a manager sadly don't remember his name but dark hair with glasses very capable and he was a lifesaver he help me and I was able to enjoy the rest of my vacation!!! Brenda you are my hero!!!! Thank you for your exceptional kindness and help without you I would've been miserable everybody at the InterContinental San Juan was amazing from pool area to spa and bells men you guys rock!!! Ms Perez my vacation was an experience I won't forget thank you for that!! read more

Tonight is our last night at the Intercontinental. We really enjoyed our stay. Every night our room was set up beautifully with adorable towel animals. Thank you Hilton for making us feel so welcome. Food and drinks are very pricey, but there is a market across the street. read more

The service at the hotel has been excellent! Got a massage by Gloria at the spa. She's amazing!!!

I won a trip to the Intercontinental, and was surprised by how much I liked it. The hotel is a little run down, but it has a stunning beach, great pool and friendly (if slow) service. It is very 'retro' in an early 60s kind of way. You could see Sean Connery shooting on of his Bond movies here. The rooms need an upgrade, and it is showing its age, but I would still recommend the hotel on the basis of its great location and amenities. The best restaurant is the steakhouse. read more

Okay, so the beach and pool are wonderful, and that was what we were there for. The rest of the hotel was just OK for what we paid. We didn't spring for an ocean view, which meant that our room faced the airport with a giant Church's Chicken sign in plain view. The room was fine, but nothing special. I did like the complimentary bath products - they smelled great! Restaurants were decent, but overpriced. I would give a good, hard look at the El San Juan if you are hoping for the luxury resort experience. read more

I had a great stay here....the room was excellent with a very comfortable bed. The view I had was amazing of the beach and pool. The hotel was very clean and neat. The staff was extremely friendly...especially Nestor, lead concierge. The first day I arrived, he introduced me to what is available on the island providing literature on the activities I was interested doing. I had an issue that not only did the front desk tried to help with, but Nestor made an effort as well. I would stay here again!!! read more

Tattiana n Michele awesome.. And all the other staff are amazing.. Service is been amazing.

I would like to begin my review by informing you that I have stayed at the Intercontinental in Isla Verde for the past 5 years in a row. With that being said, I have never had a problem with customer service there, this is why I continue to return. This trip was a bit different. We called two weeks in advance...TWO weeks...to request a fridge because we were traveling with my 1 1/2 year old, who drinks Lactaid milk...so of course we needed somewhere to store his milk. In that same phone call we also requested a bottle warmer, as there are no microwaves. The woman over the phone let us know that she put in a note for the bottle warmer and the fridge. Fast forward to when we arrive for check in. The room was not ready which was perfectly fine because we arrived a little early. However, there were no fridges available. So now of course we ask what are we supposed to do with my sons milk? The woman who was checking us in let us know that she would allow us to empty out one row of the mini bar to fit his milk with a charge of $7.50 for the time of our stay if a fridge did not become available by the time that our room was ready. We also reminded her that we needed the bottle warmer. She assured us that once the room was ready we would have the bottle warmer. The gentleman at the front took our bags and we headed out to the pool bar to enjoy some food. We get a call that our room is ready and we go to get settled in. We get to our room...no bottle warmer...no fridge. We call concierge and they let us know we had authorization to remove the items from the top row of the mini bar with NO CHARGE being that they could not find an available fridge. $7.50 and then no charge... we got those two discrepancies right? Cool. At this point we had no issue with the $7.50; we were just concerned with having somewhere to store my son's milk. NO CHARGE sounds much better...but at that point it didn't matter. We also waited 1 HOUR for the bottle warmer. Fast forward to check out. The night before the bill was slipped under the door...this is great because it expedites check out...you get to review your bill the night before in case there are any issues to address. It was nice to get the bill in advance because there were TONS of mini bar charges that needed to be addressed. I took my time reviewing the bill and made note of all the unnecessary charges. We got charged for every item removed and for every single time we removed my sons half a gallon of milk out of the top row. In addition we were also charged the $7.50 to use the mini bar fridge. This is an understandable error right? Quick fix! Just go to the front desk, explain the situation AGAIN and just have the miscellaneous charges removed. Simple! Not exactly! After breakfast we go to the front desk. We explain the situation as I explained previously about the mini bar accommodations. Brisaida decides that she wants to accuse us of using the items listed on our bill. When we continued to insist that all we did was remove the items from the top shelf to fit the milk in, she decides that she is going to blame my toddler for the mini bar charges, suggesting that maybe my son removed other items. My mother kindly RE-EXPLAINS the mini bar accommodations given to us at our arrival and lets her know she can send someone up to our room to see all of the items placed on the counter...UN-USED. Brisaida responds that we are "not" listening and that there is a charge for every time the milk is removed. After a continued pointless conversation for 15 plus minutes Brisaida with a very nasty attitude removes the charges but decides that the charge for the use of the mini bar fridge is $15.00 now. Okay so when we arrived it was $7.50 when we got into the room concierge states it's NO CHARGE and now Brisaida decides that the charge is $15.00. At this point now we are completely aggravated and Brisaidas attitude and lack of customer service isn't helping. Josue sees how upset we are; he speaks to concierge and gets the $15.00 fee taken off of our bill. We have never had an experience like this one. We most likely will not be back again. Word of advice to administration; make sure your employees have a decent customer service attitude and an approachable demeanor. In the hospitality business customer service is what keeps people coming back! A disgusted and disappointed IHG member! read more

Don't expect much from this hotel and their "services." With late nights from parties next door and early mornings from neighbors slamming doors and screaming at each other, we were never to have one night of actual sleep. They have a great concierge service, but with my wife and I literally staying awake till 1 am and then waking up at 4 am, we were run ragged instantly. We called multiple times to complain and solve issues, all to the answer of "We will security check it out," or "We are sorry we can't help." Icing on the cake was when the annual festival happened on June 23rd. We were told the music would end at 10 pm. Called asking why it has not stopped at 12am and was told the music was going to playing till 12:45 am (already an obscene hour filled debauchery and drunkards). People screaming and laughing in the hallways, doors slamming and then the parties continued in their rooms with no "security" in sight. Pathetic to have our nights sleepless on our honeymoon and to have no one care at all from the front desk. If you expect to plan a nice getaway and want to spend quality time while you're on the island, avoid this hotel like the plague. read more

Nice hotel but nothing amazing. Room was nice, but bathroom was definitely a bit outdated. I will say that the water pressure was amazing though. The food was good but very expensive. Would recommend going across the street to the mart to pick up drinks and snacks for nosh. Took a 75 cent bus to and from old San Juan which was really cheap and recommended by the concierge. Pool area was big, but swim up bar service was pretty sparse, and again, drinks were very expensive. read more

I chose the Intercontinental Hotel in. San Juan because I had stayed there on my last trip to Puerto Rico which was ten years ago. I was very disappointed. The girl at the front desk was very rude to me when I first arrived and continued her bad attitude every time I asked her a question or needed her assistance. She was " in training" so maybe that was part of it but she continuously deferred me to another person or department for help. There were no trash cans in the lobby and I wanted to throw something away. Instead of saying she would take it, she told me to give it to the bartender at the bar. The rooms were drabby and worn and I couldn't sleep because I was afraid of bugs. The beach was nice but the chairs were never cleaned from day to day and first thing in the morning they were sandy and wet like they were left out all night. The elevators were very slow. You actually had to sit down in a chair to wait for its arrival. One of them was constantly not working. I don't think that I will ever want to go to Puerto Rico again because of this. read more

I have mixed feelings about our resort would I come back? Maybe. The view from our room was amazing (we upgraded to an ocean view room on the 15th floor -unbelievable view), the bed was very comfy and I didn't have a problem with the smell some ppl complained about. I just wished that they had some type of entertainment live music? There is not much to do at night in San Juan let me tell you I rented a car to go out but we did not find anything really good and servers at restaurant seem to kinda rush you out? Anyways the hotel itself is nice and clean that's why I'm giving them a 4 oh and the pool is open 24hr! read more

I could give this experience zero stars. We checked into the hotel and went out for a bite to eat at the hotel beach restaurant, Ciao Mediterranean, while waiting for our room to be cleaned. As we were attempting to re-enter the hotel, Marina, the owner of Ciao Mediterranean, approaches us and tells us that we have to go through security and obtain a wristband to re-enter the hotel grounds. As she was speaking, we noticed several European guests entering and exiting with no wristbands. When we pointed this out to her, she became very agitated and aggressive, rudely insisting that we needed wristbands to re-enter the hotel. We had stayed here before and, to our knowledge, the wristbands were for the clubhouse access, not for re-entry. I can only assume that it was because we were African-Americans and the guests that were entering/exiting freely were European. In fact, a European couple that we met at the front desk while were checking in entered and exited the restaurant sans wristbands. This experience was, at best, humiliating and demeaning. We were ultimately forced by the owner, Marina, to re-enter the hotel through the security entrance where there was no security guard at the desk to check the "wristbands." We then walked past the empty security desk to address this woman's behavior with the hotel front desk. I pointed out the woman to a desk clerk and she stated that this woman has done this before to non-European patrons and that most of the hotel's negative reviews are attributable to her. My fiancé and I were extremely upset and asked to speak to the hotel management. The hotel management was very gracious and conciliatory and upgraded us to a suite and a discount for the hotel spa. I thought this was extremely generous of the hotel but the experience, itself, had already tainted our special trip. The hotel might do well to get this racist restaurant proprietor out of their facility. Needless to say, we will not be back. The 3 stars can be attributed to the expeditious manner in which the hotel addressed and resolved our very unpleasant and degrading arrival experience courtesy of Ciao Mediterranean. read more

1)Front desk and check-in experience: Very professional and friendly 2)Lobby: Nice. There's a bar. On the weekend i was there, live music on friday and saturday. 3)Room: I took the upgrade for deluxe ocean view. At $40/night, definitely NOT worth it. The room was fairly standard, flat screen TV . The bed was ok, soft, sheets felt musty. I hate to be critical, especially of cleaning staff, but the toilet was dirty, and I don't think it was cleaned once the 3 nights i was there. The desk was dusty. Small balcony, enough for two people to stand, decent view of the ocean. Despite the decent size of the room and the view, it still felt just a little better than a small town motel. It appears cleaning only consists of quick smoothening of the bed sheets. Even one of the small face towels had a dirty streak. 4)Pool; Nice 5)Fitness Center: Pretty good for a hotel gym. 6)Food: I only ate had lunch once at the restaurant by the pool. Friendly staff, well made burgers and fries. 7)Clientele: Mostly older adults and couples. Few groups of friends. I'm 39 single guy. I wanted a restful weekend so it was ok for me. 8)Cost; At check-out, get ready for sticker shock. You get a bill that includes all kinds of fees and taxes, it's incredible. The internet I believe costs about $15/day Overall- I've stayed at The San Juan water and beach club, and at The Hampton Inn and suites. Both are definitely better value. read more

Just tried to check in after having done my reservations 3 month in advance and they tell me they don't have a room available! I'm traveling with 2 kids. One is 2 month old and the other is 2. They are telling me I have to stay one night in an other hotel and then come back the this hotel... They are very disrespectfull and have no respect for there gust read more

On 3/16/2013 I paid in advance and in full $1463.00 to book a week stay at the Intercontinental in San Juan. When we arrived at our room my wife and I were excited but unfortunately the room faced a congested and noisy street. After going back to the front desk they told me that my only alternative was to upgrade an additional $40.00 per night to a room that faced the ocean. We agreed and decided to spend the extra money for the beauty and relaxing views of the ocean. The wait for the ocean view room was three hours long and this was confusing since the hotel did not appear to be close to full capacity. My wife and I had to carry our luggage around and wait since no one from the hotel offered a place to store our luggage. When we finally entered our ocean facing room it was very nice until the following morning. At about 10 am three jack hammers powered by a large diesel compressor started demolition work in the court yard outside our room. These industrial jack hammers continued until 4 or 4:30 pm - all day without stopping. When I asked what was going on I was told "hotel renovations for a couple of weeks"! The next day was the same with non-stop jack hammers all day long and there was nothing anyone could; even worse none of the hotel staff seemed to care. Finally the industrial demolition work could not be tolerated any longer and we left. We checked out early and once again the staff was indifferent at best that we were leaving because of the non-stop construction work. Never was an apology offered. Our entire vacation experience was ruined and the Intercontinental San Juan could have cared less. When we checked out I asked if the unused portion of our stay would be refunded and was told no because as a pre-paid they would not return our money. I said that seemed a bit harsh but asked if we would be charged the additional $40.00 a night for the ocean view we would no longer occupy and was told we would not be charged further. The front desk personnel were aware we were departing early and did not inform us of any early departure penalty or tax. My final bill at checkout was $178.86 which was presented to me at the front desk by Intercontinental San Juan front desk personnel. These are the only funds I authorized the Intercontinental San Juan to charge against my credit card and any additional charges are unauthorized. When I noticed my credit card bill had an unauthorized charge from the Intercontinental San Juan I called and asked for clarification. I was told someone would call me back in 48 hours which they never did. A day or so later I requested a conference call with Intercontinental San Juan and Capital One and once again I explained my situation. We were told by Intercontinental San Juan that I would be contacted within 48 hours for resolution. I provided my cell phone number and my email address but was never contacted by Intercontinental San Juan. * Intercontinental San Juan insists on charging me and my family an early departure penalty of $100.00 plus the upgraded room charge after we checked out. As I have explained many times over the phone to them; they cannot charge me the full amount of the room ($1463.00) and then charge me for leaving early. Where is their loss? Their insistence to penalize me is consistent with Intercontinental San Juan's lack of customer service and indifference to trying to help create a good vacation experience. * Furthermore, If your front desk personnel do not know the status of your business and cannot tell you or a guest what their current account is then you deserve to be punished and not the customer. * I have already lost. My vacation was ruined and I wasted valuable money and time going to a vacation resort that failed on every level. I continue to lose because of the arrogant attitude of the Intercontinental San Juan and their inability to properly keep track of their operations, poor accounting practices, and abusive customer treatment. Not only did the Intercontinental San Juan ruin my vacation by running us out early with industrial jack hammers operating outside our windows they charged me extra for this. My time is continually wasted by telephone calls and writing letters because the Intercontinental San Juan would rather treat me like an ATM machine rather than treating me like a customer. read more

I'm really not pleased with this hotel. I actually plan on leaving priority club because my last few experiences were less than good. I wasn't going to post a review because I already discussed my bad experience to death but I just saw a post that I completely agree with. I guess this group was there the same week as me. Front desk girls were extremely rude,gossiped about me in Spanish thinking that only understand English, made every effort to come back with a snarky comment to anything you said. There was one man at the front desk shows extremely professional as well as all the bell men. I also am agreeing shot the concierge woman..the older lady with short hair and glasses. She seems like someone dragged her to work there against her will and hated life. Most of the restaurant staff was excellent though. If you are paying$200 a night for a room that's just basic you're better off going to a cheaper place because there are really no perks about staying here. Wish I stayed at the El San Juan next door. read more

After arriving at the hotel late at night I was getting settled in my room. I walked into the bathroom and found water on the floor in front of the sink and toilet. I thought it may have been an oversight by the housekeeping staff so I cleaned it up then went to bed. While getting up in the middle of the night to visit the bathroom the water was back in the floor. I turned on the light and noticed a huge drip coming from the ceiling. At this point it was after 3 in the morning. I called the front desk to change rooms. They sent a bellman to help with my things and my new room key. I get to my new room and the bath tub is full of free standing water with a persistent drip. I called the front desk. They offered to send someone from their maintenance department to address the problem leak. I declined and went back to sleep. A few hours later I was awakened by the room alarm clock that I did not set. (No one's fault). I decided to order room service coffee since I was awake anyway. The coffee came $13.27. I signed the bill with every intention of paying it upon check out. I didn't leave a credit card upon checking into the hotel. Someone from room service calls me up with a real street attitude telling me I need to come down "now" to pay the money. I had every intention of paying the bill, first and foremost. Given the really harsh attitude and the unapologetic and dismissive regard towards my room issues, I thought a pot of coffee would have been fair compensation for my inconvenience. Not so, I spoke with the front desk manager on the phone and was again given a really harsh attitude in response to what happened to me in the middle of the night. I hung up the phone and immediately went to the front desk to settle the $13.27. The front desk was completely unapologetic. I said thank you, they said, "you're welcome". This is the kind of staff that thinks they're doing YOU the favor. I'm going to speak with my company about changing hotels. I've stayed at other hotels in San Juan that have been really nice with no issues or ATTITUDE and probably more reasonably priced. Plus, there's no attitude you have to pay $13.27 for. No thanks, hotel intercontinental. read more

My husband and I stayed here for about 4 days. The first site of the hotel lobby and the outside pool area was great! The front desk staff could have been a bit more helpful. We found out from other hotel patrons that we were supposed to have gotten coupons for the Casino and then some. The bellhops were the best part about the hotel and staff. Our room was not what I expected, from the pictures and the reviews I thought I was going to walk into a paradise. We did have an Ocean-room view...but we also had view of the top of the building that extended out below us. Which was not so pretty. I think it is time to purchase new linen, it was a bit stiff. The bathroom was small and a but rundown. Outside of the bellboys, the pool area and the beach access was definitely the best part of my trip. Easy access to Old San Juan, although catching the bus may not be a first choice, the cost is only .75. The restaurant Alfredo was not the best, but it was OK at the time b/c I was starving. At checkout I found out that they took $150 out a day for the "just in case costs" that we did not use...took about 3 days to get put back on my card once i returned home. I would recommend going to a nearby Casino rather than the hotel Casino...way to small and the staff, very stiff and not friendly at all! Next time I visit the San Juan area, I will be staying in Old San Juan. read more