Condado Vanderbilt Hotel

I write reviews, and they’re usually positive. Unfortunately, this is my first negative review, and for good reason. We spent over $4,600 on our honeymoon suite at the Condado Vanderbilt, expecting the quiet, luxurious experience we were promised. What wasn’t disclosed was the ongoing construction. Instead, we listened to jackhammering from approximately 6 AM to 6 PM for 7 straight days. When we complained, the hotel claimed to be unaware of the construction. Locals later told us it was connected to the same ownership group, although I couldn’t verify that. We were offered another room, but it was outdated and nowhere near comparable to the beautiful suite and view we specifically paid for. We spent most of our honeymoon away from the hotel just to escape the noise. We didn’t use the breakfasts we’d paid for, and although the buffet looked beautiful, gluten-free options were very limited. The hotel sent champagne each evening, which was appreciated, but champagne doesn’t make up for a ruined honeymoon experience. And then came the cherry on top. I accidentally left my $2,600 Tiffany & Co. necklace in a bathroom drawer at checkout. I fully acknowledge my mistake, but I knew exactly where I left it and contacted the hotel. It was never recovered. We also left a $30 cash tip and later learned that staff reportedly weren’t permitted to accept tips. My questions about the hotel’s lost-and-found procedures and what happened to these items remain unanswered. The insurance company declined payment because of a $10,000 deductible but clarified that this did not determine the hotel’s responsibility. Management also refused reimbursement, and my attempts to contact higher management have gone unanswered. Over $7,200 between our accommodations and the missing necklace, and an experience we would never repeat. Now, I will say this: Puerto Rico itself is absolutely beautiful! I highly recommend exploring Old San Juan, visiting the gorgeous rainforest for a perfect little hike, and enjoying the beautiful beaches. The beach near the Vanderbilt is stunning, but it’s open to the public, so you don’t need to book an expensive hotel to enjoy it. A few things we learned: Rent a car, explore the island, and consider staying at an Airbnb instead. That’s exactly how we’d choose to experience Puerto Rico next time. You couldn’t pay me to have that hotel experience again. We would absolutely return to Puerto Rico, but we would never return to or recommend the Condado Vanderbilt. Luxury isn’t just about a beautiful property. It’s about honesty, integrity, and how guests are treated when things go wrong. Aspen P.S don’t bring valuables to this resort!!!! Take your time to read review reviews. I wasn’t the only one with this experience.!!! I attached other reviews for proof

Didn't stay here. Just went to a restaurant located inside. So I can't answer or judge rooms service but location is AMAZING!!!

5 Star Service from one department to another.

Based on all of the reviews, this hotel was supposed to be nice. The facilities are slightly dated, but still a decent option. That said, we checked in, showered and went to dinner. When we came back to the room there was a giant roach in the bathroom. I’ve never seen a bug that big. They did the right thing and upgraded us to a nicer room in a different building. They called and texted to check on us making sure everything went well. I was pleased and probably would have wrote this review. Then the day we were set to check out, I come back to our 2nd room and there was another giant roach. At that point we were over it. I’ve stayed in 50 different hotels and never had this happen; let alone twice. Staff was nice about it but no amount of extra towels and chocolates can cover up roaches.

Our stay here was incredible. From the moment we arrived, the staff was very kind and helpful. They were always quick to respond to any requests. We had complimentary breakfast buffet for our stay and that was one of our favorite parts of the stay. The food was great and combined with the morning ocean views, it was delightful. The room itself was very spacious and clean as well. We had a city view but that view was also great.

⭐⭐⭐⭐⭐ Had the perfect stay at Condado Vanderbilt Hotel! Everything was great, and the service made the experience even better. Special shout-out to Gina at the pool for being so attentive and to Julianel at the front desk for being so welcoming. You both made our day extra special. Can’t wait to come back! ☀️🌴