I had just been upgraded to an Intercontinental Royal Ambassador and so was looking forward to my first stay at an Intercontinental. Unfortunately this property proved that rules can be ignored, service can slump to the lowest level and that there is still management of high end properties who don’t care.
Quite a bold statement.
Let me start from the beginning (My friend Julie says ..that is a very good place to start). I have already written about my dislike of the information this property collects at check-in. The check in agent indicated that as a Royal Ambassador I had been upgraded to Club Intercontinental.
Room
The Club Intercontinental rooms are in a two level area of the hotel reached from Reception, through the ‘lounge’. The Room is shown above and had a seating as well as a sleeping area, and a balcony over the pool area.
View from Balcony
Shower
Vanity and toilet
The room was comfortable with 6 cans of soft drinks in the small fridge.
Club Intercontinental
My experience of Club Intercontinental’s at many hotels around the work is that they offer breakfast, often daytime snacks, and evening hors d’oeuvres. The one at the property in San Juan offers – apples and coffee – all day!
It really meant that the ‘upgrade’ I received was of no value or use – meaning that the property exactly nothing for Royal Ambassadors.
The Apples!
Grounds
The Grounds are well kept with several pools, a series of waterfalls, beachside bar and access to the public beaches – you need to collect a wristband from the towel stand in order to get to/from the security controller public beach.
Pool and waterfalls
Grounds
Public Beach
Main Tower
Breakfast
I was staying on a room rate that offered Breakfast for $0.01 – one cent. So I did go down to the restaurant to have breakfast.
Restaurant
Buffet
There is also an omelet station:
Bakery Products
Summary
Perfectly OK hotel, but do not expect the usual high Intercontinental standards
I’m not sure where “rules” were “ignored.” What benefit did you not receive that the “rules” state you should have? I agree that the lounge was lacking, but you did receive an upgraded room, correct? If so, you did receive something valuable. The inconsistency of the service across properties is something worth complaining about, though.
@Truthiness – the upgrade should have been to a suite, although I would accept a working Club Intercontinental as a substitute.
The Intercontinental in San Juan is a dump. Period. The pool and pool area are cool, but the rooms are tired, worn out, and just not that great. There are better choices in San Juan . . .
As a Royal Ambassador, my partner and I are always upgraded to a Club Suite or Ocean View Suite. They are both fabulous. However, we have to ask explicitly for the upgrade every stay. They could better — I hate begging for or demanding my benefits!
@Gene – Glad it works for you. Personally I will never stay here again and won’t be advising anyone else to. I cancelled a stay I had planned the same week so it cost the property money in the depressed San Juan tourist market.
@MilesFromBlighty Thank you for taking the time to review your recent stay. We value all of our guests; however we hold a special place for our loyal guests such as yourself and do apologize for not meeting your expectations. Your comments are highly valuable for us and please rest assured that they will help us to improve for our next guest or your next visit.
We hope you will give us another chance to provide the exceptional service that InterContinental San Juan is known for.
Who are these pretentious freaks? Demanding only the best upgrades available yet booking your stays on Priceline. Give me a break…. Stuffy Brits…..this is a great hotel. Staff is very friendly, especially to those who have manners and don’t pretend they are part of the royal family. Rooms are some of the best in San Juan. I have never had any issues with upgrades. Maybe it depends on how one treats the staff??? If you’re looking for a honest review please don’t listen to these so called experts. Staying in any hotel in England……. Now that’s awful
@Mark Sinclaire – Glad you have had a good time there – for me it was not so good as you can read!