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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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Traveler (520)
Room & Suite (145)
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What is Travelers’ Choice?
Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
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What you can expect during your stay
  • Hand sanitizer available to guests & staff
  • Regularly sanitized high-traffic areas
Updated 29/06/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from AC Hotel San Juan Condado
Updated 29/06/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#10 of 58 hotels in San Juan
Travelers' 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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Location

Full view
93Great for walkers
Grade: 93 out of 100
0Restaurantswithin 0 km
0Attractionswithin 0 km
Contact
1369 Ave Ashford, San Juan 00907-1431 Puerto Rico
Getting there
Luis Munoz Marin Intl Airport7 kmSee all flights
F.L. Ribas Dominicci Airport4 kmSee all flights
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474Reviews53Q+A52Room tips
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Popular mentions
LaToya G wrote a review Aug 2021
Silver Spring, Maryland1 contribution
We really enjoyed our stay in the hotel. The rooms were very clean and the staff were more than accommodating. We came with a sizable group and they were more than happy to make the changes I requested including putting out rooms close together last minute!! Will definitely come back!!
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Date of stay: August 2021Trip type: Traveled with friends
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Response from ReynaldoAC, General Manager at AC Hotel San Juan Condado
Responded 4 weeks ago
Thanks for the wonderful review, Latoya! We're thrilled you had such a fantastic stay at AC Hotel San Juan Condado! It's excellent your room was refreshed properly and that you appreciated our comfortable and clean facilities. That's what we like to see! We strive for excellence and your praise lets us know we're doing our job! We look forward to seeing you again soon for another fantastic experience! Have a beautiful day!
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Edison G wrote a review Aug 2021
1 contribution
I was expecting so much more when I made this reservation. After doing my homework, looking through pics, and reading other customer reviews, I thought this was going to be a nice spot. Wrong, wrong!! Although the lobby was decent, don't let the fool you, because the rooms are more of an 80's style motel. The lighting was awful, the room had a weird smell, it was dirty, chipped paint on walls and furniture. Some of the furniture was rusted. Very few amenities. Although the hotel is not directly on the beach, it does allotted private space/access that we had to find out about much later (that should have been told to us at check-in). In order to get to the beach, you will have to walk several blocks to gain access. I guess I was expecting so much more, because it was a Marriott brand. I pride myself on providing a comfortable, clean living atmosphere for my family when traveling and this wasn't the place for that. The best part of the experience, was when I checked out.
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Date of stay: August 2021Trip type: Traveled with family
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Response from Reynaldo Rey, General Manager at AC Hotel San Juan Condado
Responded 10 Aug 2021
Dear edisong891, We regret that your time with us was less than ideal as providing our guests with a pleasant experience is very important to us. It's unfortunate our information interactions didn't meet your expectations. We hold ourselves to a higher standard so we'll address your concerns with our team moving forward. We do hope you give us another opportunity to share a more positive experience with you soon.
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Nick S wrote a review Jul 2021
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: Traveled as a couple
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Response from Reynaldo Rey, General Manager at AC Hotel San Juan Condado
Responded 26 Jul 2021
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 2021
Winter Haven, Florida144 contributions22 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
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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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1 Helpful vote
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Response from Reynaldo Rey, General Manager at AC Hotel San Juan Condado
Responded 9 Jul 2021
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: Traveled 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 16 Jun 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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CaribbeanPuerto RicoSan Juan
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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.