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AC Hotel San Juan Condado

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1369 Ave Ashford, San Juan 00907-1431 Puerto Rico
COVID-19 update: See the added health and safety measures this property is taking.Read more
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Traveller (506)
Room & Suite (145)
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What you can expect during your stay
  • Hand sanitiser available to guests & staff
  • Regularly sanitised high-traffic areas
Updated 20-06-29 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from AC Hotel San Juan Condado
Updated 20-06-29 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#10 of 58 hotels in San Juan
Location
Cleanliness
Service
Value
Travellers' Choice
AC Hotel by Marriott San Juan Condado is an upscale hotel in San Juan, Puerto Rico offering an urban vibe in the vibrant Condado district. Near our accommodations, you will find the historic city of Old San Juan and the Luis Munoz Marin Airport is just 5 miles away. Enjoy our lifestyle hotel's modern decor and amenities, along with its prime location steps from the clear waters of Condado Beach.
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Property amenities
Car park
Free High Speed Internet (WiFi)
Pool
Fitness Centre with Gym / Workout Room
Bar / lounge
Bicycle rental
Car hire
Conference facilities
Wifi
Pool / beach towels
Rooftop pool
Outdoor pool
Restaurant
Breakfast available
Snack bar
Rooftop bar
Meeting rooms
Rooftop terrace
Baggage storage
Concierge
Non-smoking hotel
Sun terrace
24-hour front desk
Dry cleaning
Laundry service
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Room features
Air conditioning
Housekeeping
Private balcony
Safe
Flatscreen TV
Room types
Ocean view
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
HOTEL STYLE
Trendy
Modern
Languages Spoken
English, Spanish
Hotel links
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472Reviews53Q+A52Room tips
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Nick S wrote a review Jul. 23
5 contributions
+1
Room wasnt cleaned on check in. Hairs in the shower. Dirty sheets. Says it was inspected though. Ok. Signed up for daily housekeeping and room wasnt cleaned. Called front desk. People came in to clean and left the trash can undumped in the middle of the floor. While i was sitting right there. I called the front desk and told them. The lady comes back and slams the trash can back under the table. I still have a few more days here but i had to get this out now.
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Date of stay: July 2021Trip type: Travelled as a couple
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Response from Reynaldo Rey, General Manager at AC Hotel San Juan Condado
Responded 4 days ago
Dear Snick902, We are sorry you confronted these challenges at arrival. Please know that your satisfaction of of the upmost importance to us and look forward to recover from these shortfalls sincerely,
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Thomas W wrote a review Jul. 7
Winter Haven, Florida143 contributions21 helpful votes
I really don't know where to begin, but, I will try. We arrived around 5:00 PM local time at the AC Marriott Condado. We checked in, went to our room which was a handicapped room that we did not request, but, rather we had requested a senior rate. We immediately commented to how cold the room was. So I went to reset the thermostat to a more comfortable temperature. The thermostat did not respond so I called the front desk and they sent up an engineer. This person looked at the thermostat and said it will take time to respond to resetting the thermostat. Ok with that, but after two hours only a little movement in the temperature. Also had to call for a coffee brewer and it was brought up with no coffee and coffee condiments. I got that straightened out. And then I noticed how dirty the room was even though it was inspected as the card noted on 6/27/21 for cleanliness per Marriott standards' the card was on the night stand. I cleaned the room as best I could with what I had available. I reset the safe and after testing several times with my my code it opened and locked so, we put our valuables away for the night. On the July 1, I attempted to open the safe and it would not open. Tried to call the front desk to explain that I could not open the safe, but the telephone was dead and would not work. So I got dressed and went down to the front desk to report the problem and also tell the receptionist that the phone was not working. She advised that she would send up security to open the safe and a telephone engineer to fix the phone. Also told the person at the front desk that the room was filthy and not up to Marriott standards for cleanliness and I expected that when the housekeeping person serviced the room it would be cleaned properly. When I returned to the room, I saw a housekeeping person next to our room that I thought would be servicing our room which was room 434. I tipped her and said we needed coffee and we expected the room to be cleaned. We went out for the day and returned about 3 PM and the room was not made up. I saw the person I had tipped cleaning another room way down the hall. I asked her when she would clean the room and she said another person would clean up the room. I said I had tipped her and "she said she had given the tip to the housekeeping person who would do our room", I checked with the front desk and made sure our room would be made up. Also said we wanted coffee packets brought up to the room. The housekeeping person showed up to clean and make up the room. I showed the housekeeping person the filth and left over food under my bed and hoped it would be cleaned up. We went out again and returned to find the room marginally cleaned. The next day, 7/2/21, we went to old San Juan and had a great day. When we returned the room was made up and I noticed that there were no coffee packets once again. I attempted to ask the front desk to have housekeeping bring some coffee packets, but the phone was not working once again. I went down to the front desk and put in the request that phone was not working again. The person at front desk and the front desk called the phone engineer and he came up to fix the phone and left. There was a person from housekeeping knocking on the door and I opened it and the person had a coffee brewer in hand. I said we did not need the brewer, but that we needed the coffee packets. He returned with the coffee packets. On 7/3/21 we went out and when we returned at 2:20 PM, the room was made up, but, no coffee. I called the front desk once again to say there was no coffee again in the room, The front desk person said even though the web site says in room coffee, that due to COVID 19, a guest must call and request coffee service. I will not tell you my answer. We received our coffee packets. Early in the morning of 7/3/21 guests on a balcony near our room woke us up as they were arguing for about an hour and I commented to my wife that it appears as if security ignores guests that argue loudly and disturb other guests. Whether security quieted the arguing guests or not, the arguing went on far too long. When we awoke, had our morning coffee, we thought we would clean-up and decide what to do on 7/3/21 and do it. When my wife and I were in the bathroom, we noticed that the ceiling was leaking water from the light into our room's bath tub. I immediately reported the problem to the front desk. The front desk sent a maintenance engineer to look at the problem. I told him we would not stay in this room any longer. I called the front desk to say we wanted another room and the person at the front desk said they were working on it and they will move us. After we repacked and waited nearly an hour with no word from the front desk. I went down to the front desk to enquire about the replacement room, I was told at the time of my inquiry, it could take up to 4 hours to have housekeeping prepare another room for our move. I told the person at the front desk that a 4 hour wait was unacceptable and demanded that I see the General Manager and just like that we had another room on the 8th floor. I never saw the General Manager, but, I believe the person at the front desk knew why I was so angry. I really think that this hotel has a communication problem among the staff. All of the issues we faced never should have happened. However, I will excuse the leaky ceiling as it could be attributed to a guest above us leaving water on or a broken pipe. But, how the move to another room was handled was simply inexcusable as well as the other problems we encountered during our stay. And I will add that the hotels destination resort fees are totally and I mean totally out of site. We never used the pool, pool towels or other amenities associated with the destination resort fee. We are a Bonvoy Member and we used the Hotel's Wi-Fi service which comes free as a Bonvoy Member. I would understand a flat fee of $10 to $15 for a resort fee, but, not a percentage of the room fees per night. My resort fees for our 5 night stay amounted to $146.34. Need I say more?
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Date of stay: July 2021
Value
Service
Sleep Quality
Room Tip: Rooms are best on the 8th floor. I don't think rooms on the 4th floor are the best, at least...
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Response from Reynaldo Rey, General Manager at AC Hotel San Juan Condado
Responded 3 weeks ago
Dear Thomas W, We recognize your time is valuable and appreciate the feedback you have provided. Maintaining a clean atmosphere within our guest rooms and common areas is always a key priority, as well as provide a timely response and resolution to our guests requests, especially during these unprecedented times. On behalf of the entire team at the AC Hotel San Juan Condado, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured, the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations. We appreciate you taking the time to share your feedback. We also recognize these are unusual times and we thank you for choosing to stay with us.
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Rachel B wrote a review Jun. 2021
Greenville, South Carolina95 contributions17 helpful votes
Very disappointed. I am not sure what leads to the continued high reviews. My family and I booked a one bedroom suite for a weeks vacation and chose AC Hotel based on TripAdvisor reviews. Pros: Front desk staff were always friendly. In walking distance to food and beach. Contemporary, open lobby Cons: no food on site. Significant MOLD on the ceiling of our room. Maintenance confirmed, image shown. The only offer received was a smaller room, no credit on price difference. How is it even legal from a health perspective to rent this room?? Upon check in another patron was asking for his sheets to be changed. He shared there was a large brown spot on the sheets upon arriving to his room. (before his stay even started) Sheets were thin, stiff and scratchy Overall feel of the hotel is dark Refrigerator has a glass front, located in bedroom where the light shines the entire night. If not using you could unplug. No closet to hold luggage. No temperature checks or make reinforcement There is potential for this hotel to be better if it were simply being maintained properly. I am extremely disappointed that I chose this hotel over other options. I expected more from a Marriott. For the thousands charged it was a major let down. Thankfully, despite the overbooking almost everywhere we were able to find a different hotel. It worked out to be a better stay for our family.
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Date of stay: June 2021Trip type: Travelled with family
Room Tip: Likely best for singles, friends and young couples
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Response from ReynaldoAC, General Manager at AC Hotel San Juan Condado
Responded Jun. 16, 2021
We appreciate you taking the time to share your feedback, rachelsreview. Your experience is not up to the quality and standard we usually provide for our guests. It's unfortunate you had such challenges with our accommodations and that our hotel failed to exceed your expectations. We hold ourselves to a much higher caliber of service so we'll be sure to discuss your concerns moving forward. We do hope you allow us another opportunity to share a more positive experience with you soon.
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Dawana21 wrote a review Jun. 2021
Baldwin, New York83 contributions14 helpful votes
Marriott Hotels I am writing on your social media account about a horrible stay at your hotel The AC Hotel CONADO. I am extremely dissatisfied and disappointed in the service. The hotel overcharged myself and friends the entire stay. Our room phone was broken and we never had access to the front desk. They continue to rip us off and refused to clean our room. They charged my credit cards, my friends cards and the response was they are sorry. I will continue to express my frustration until resolution is provided.
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Date of stay: May 2021Trip type: Travelled with friends
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Response from Reynaldo Rey, General Manager at AC Hotel San Juan Condado
Responded Jun. 2, 2021
Dear Dawana21, Thank you for providing your feedback about your stay. To assist you better in your request of resolution please provide details of your stay at rfernandez@achotelsj.com We appreciate you staying with us and regret any inconvenience. Sincerely,
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Adam81980 wrote a review May 2021
Windham, Maine1525 contributions176 helpful votes
+1
I just spent a week at AC by Marriott on a two week vacation to Puerto Rico with my girlfriend. Located about two blocks from Condado Beach on the main street in the reasonable safe Condado tourist district of San Juan. Plenty of eateries and shops within walking distance. Extremely high police presence. In fact, I’ve never been anywhere where I’ve seen so many constantly patrolling police on foot, in cruisers, and on motorbikes patrolling day and night! Not sure if it’s always like this, or this was in response to a crackdown on recently unruly tourists not following the Islands COVID precautions? The hotel is recently renovated from the top down and very modern and stylish with a contemporary and minimalist room design. Even had that new hotel smell! All rooms had balconies, so no need to book a room with a balcony for an extra charge. Rooms on the upper floors had a slightly better view, but there are high rise apartments that obscure full ocean views from any of the rooms. We still had a good view from the top floor and could see the beach between the buildings. 360 degree views from the rooftop pool and bar area. Only complaints with the rooms was that there were no dresser draws for your clothes! Also, our room lacked the coffee maker shown in the room photos that we expected to have, so we had to spend about $100 that week buying our morning iced coffees down the street for $5 each. The small rooftop pool was nice, but could have used more chairs as there were more people than there were pool chairs. They had two cabanas free to use on first come first serve basis, but rude guests would hog them. Putting out their towels and purses on them to reserve them. then getting in the pool, going to the bar, or sitting at the tables next to them and basically not even using them for two hours while when other guests wanted to actively lounge in them. If you want to go for a swim for a while and come back, fine, but if you’re just using them to store your stuff for hours while not using them, than I wish security would move those folks along. Not fair to other guests who are waiting their turn for a cabana. We never got a chance to enjoy one the entire week because people always had their belongings on them while they weren’t even using them. And all the other poolside chairs were taken. While this was a really nice hotel, can’t say so much about the majority of guests we saw. I hate to come across as prejudice, but many of clientele looked and dressed like they were from an improvise|d neighborhood of a major city. They dressed and acted they were there to go to a ghetto hip-hop club or from the trap house. We saw girls randomly twerking in the parking lot to cheers from the balconies. Another scantly dressed lady start randomly twerking in the lobby. Twerking at the pool. Smelled weed smoke below us every night. One lady even smoking her blunt by the front door drinking a 40oz malt beverage in broad day light. People yelling off the balconies to people in the parking lots, shouting out “where you guys from” followed by yelling their area codes. We had one guy below us yelling out to guys in the parking lot at midnight that he was from the 213, so I yelled out “yo yo yo, wez from the 123 *67. He shut up for a few minutes after yelling up that I was a B azz cracker. I’ve also never heard so many people proudly calling each other the N word constantly. As well as F bombs and the B word. It was kind of odd being a decent hotel and seeing so many of these folks. I’m not sure if the the large amount of ultra discount flights on airlines such as Sprit and Frontier from big east coast cities brings these folks here or what? Almost felt like the clientele you’d expect at Travel Lodge. I thought the $300 a night price would keep the rift-raft out but I was wrong. However, reading other reviews from nearby hotels, it seems this crowd has been an issue at all of the in recent months? Aside from a lot of the other guests, we really enjoyed our week here, although, in hindsight, I wish we’d spent less time in San Juan and gone to our Wyndham resort earlier. Three or four days was enough of San Juan. Especially without a rental car the first week. The area became a bit boring after three days walking up and down the two mile street and going to the beach adorned with graffiti covered walls, liquor bottles and trash. Also the beach isn’t safe for swimming. Strong rip currents and five people have drowned at this beach in the last few months. Also, not pertinent to the hotel, but a warning for guests coming from the mainland with IPhones using StraightTalk service. If you have a Straight Talk IPhone, they use the Verizon network. And Verizon network is non-existent in P.R.!We arrived to find we had no cell phone service and it was a huge hassle not having cell phone service for two weeks these days when we’re dependent on our phones. Couldn’t Uber or GPS our way around! Or search for restaurants when out walking. If you have a Straight-talk Android, they use the AT&T network and will work in PR.
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Date of stay: April 2021Trip type: Travelled as a couple
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Response from ReynaldoAC, General Manager at AC Hotel San Juan Condado
Responded May 5, 2021
We appreciate your lovely rating, Adam81980! The satisfaction of our guests is important to us so we can't wait to see you back again at AC Hotel San Juan Condado soon. We want to share an even more fantastic experience with you next time. Have a great day!
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PRICE RANGE
US$187 - US$318 (Based on Average Rates for a Standard Room)
LOCATION
CaribbeanPuerto RicoSan Juan
NUMBER OF ROOMS
233
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Frequently Asked Questions about AC Hotel San Juan Condado
Which popular attractions are close to AC Hotel San Juan Condado?
Nearby attractions include Stellaris Casino (0.3 km), Stella Maris Roman Catholic Church (0.3 km), and Mozaik World Village Bazaar (0.3 km).
What are some of the property amenities at AC Hotel San Juan Condado?
Some of the more popular amenities offered include a rooftop bar, free wifi, and a pool.
What food & drink options are available at AC Hotel San Juan Condado?
Guests can enjoy a rooftop bar, an on-site restaurant, and a lounge during their stay.
Is parking available at AC Hotel San Juan Condado?
Yes, a parking garage is available to guests.
What are some restaurants close to AC Hotel San Juan Condado?
Conveniently located restaurants include Pinky's, Cocina Abierta, and Ropa Vieja Grill.
Are there opportunities to exercise at AC Hotel San Juan Condado?
Yes, guests have access to a pool and a fitness centre during their stay.
Are any cleaning services offered at AC Hotel San Juan Condado?
Yes, dry cleaning and laundry service are offered to guests.
Does AC Hotel San Juan Condado offer any business services?
Yes, guests have access to meeting rooms and conference facilities during their stay.
Which languages are spoken by the staff at AC Hotel San Juan Condado?
The staff speaks multiple languages, including English and Spanish.
Are there any historical sites close to AC Hotel San Juan Condado?
Many travellers enjoy visiting Old San Juan (5.4 km), Castillo San Felipe del Morro (6.1 km), and San Juan National Historic Site (5.2 km).
Does AC Hotel San Juan Condado have any great views?
Yes, guests often enjoy the ocean view available here.