San Juan Hotel

My wife and I stayed at the San Juan Hotel during the Miami Boat Show and had a fantastic experience. The staff was friendly, accommodating, and went above and beyond. We arrived early and were allowed to change and hit the beach before our room was ready, with our luggage securely stored and ice provided for my small cooler. The hotel’s reservation system, which includes two chairs and an umbrella, was a convenient perk just steps from the property. Its prime location made walking to the convention center and Lincoln Street’s shops and restaurants a breeze. I also want to commend the staff’s honesty and attentiveness. After I accidentally left my wallet—containing several hundred dollars—in the beach towel bag they provided, I visited the front desk and had it returned to me within seconds, cash intact. The exceptional staff is truly this hotel’s greatest asset. We’ll definitely return. Thank you!

Let me start by saying: Do not book a room at this hotel before reading this complaint. Once you read this, you will most likely change your mind if you think for staying here. And if you've already made a reservation, I strongly advise you to find a way to cancel it — for the sake of your own health and safety. On the third day of our stay, we allowed our room to be cleaned for the first time. When we returned in the evening, we were horrified to find that our toilet — which we had left in a clean state — was full of feces and black residue. We immediately called for the housekeeping staff and their supervisor. To our surprise, none of them — including the supervisor — spoke English. We showed them the condition of the toilet, and although they apologized, what followed was even more disturbing. The cleaner began to scrub the filthy toilet, and then used the same cloth to clean the sink in front of all of us. As two medical doctors, we watched in disbelief at this gross violation of basic hygiene standards, which clearly poses a risk to public health. When we asked the supervisor about this unacceptable conduct, she merely offered a poor apology in broken English and left the room. We have since filed a formal complaint with the appropriate state authorities, and we are determined to follow this matter to the end. Another issue we encountered involved a young man working at the reception desk — unfortunately, we do not know his name, but he had gelled hair. He showed none of the maturity expected of an adult professional. He was rude, unhelpful, incapable of offering any solutions, and lacked sufficient English skills to communicate with guests. Fortunately, other reception staff members were polite and supportive. We sincerely hope that this particular individual is removed from his position as soon as possible.

DISHONEST... When the annulation is free they keep the first night payment and never respond again to your message. I had to call booking to have my money back. I canceled my reservation to change the date and when I saw their dishonest attitude and zero answer to my message, I decided to cancel the other reservation. For both, no answer from them, no money back... the only solution is to use the law. There is a lot of great hotel in Miami so for me go to another one and don't give money to Hotel with this lack of customer service and honesty...