Condado Palm Inn San Juan, Tapestry Collection by Hilton

La ubicación, el cuarto, la vista.
Buen aire acondicionado.
La atención de personal de recepción.

I booked two rooms for two nights at Condado Palm Inn Tapestry Collection by Hilton on March 16, 2026 but was never able to access a guest room.

Upon arrival, the unkept condition of the property and immediate surroundings raised concerns. The exterior area and entrance did not reflect what I would expect from a Hilton-branded property, with individuals gathered near the entrance who appeared unresponsive and the overall environment feeling unsafe, unclean and poorly maintained.

During check-in I used an elevator located immediately next to the front desk to briefly view the room before bringing up luggage. There were no signs, warnings, or restrictions indicating it was not a guest-accessible elevator.

Instead of taking me to a guest floor, the elevator opened to what appeared to be an abandoned, non-operational kitchen/service area. There was no lighting, no air conditioning, no staff present, and no way to return to the lobby, as the elevator buttons were not functioning. I was stuck there alone for approximately 45 minutes until an employee transporting a laundry cart eventually opened the elevator.

This is a serious safety and operational failure.

After returning to the front desk, I informed management that I could not stay and needed to leave the property. This required immediate relocation. The Assistant General Manager indicated that the small price difference for the alternate hotel would be covered.

Despite never receiving a room or accessing guest accommodations, the hotel charged $458.60.

This is not a matter of expectations—it is a situation where:
• The property condition did not meet brand standards
• A guest-accessible elevator led to a non-operational area
• There were no warnings or safeguards in place
• A guest was unable to exit for an extended period
• Charges were applied for accommodations that were never provided

Attempts to resolve this directly with the hotel have been unsuccessful, including extended hold times and disconnected calls. Calls to Hilton customer service have been equally unsuccessful.

Travelers should carefully consider these factors when booking. This experience is inconsistent with what I would expect from a Hilton-branded property.

great location
pool open 24hrs

The cleaning service was great! Ireve was incredibly nice and did an amazing job and went above and beyond for our room.

Nice location across from the beach

Amazing cleaners and amazing breakfast!!

It is a very nice property and I enjoy staying there.

Great location, very clean. We rented a car and paid for parking at the hotel which was super convenient. Hotel front desk staff was always accommodating. Only complaint was that the room was frigid. Air conditioning could not be adjusted and it blew freezing cold air constantly. We tried to keep the sliding door open to warm it up (our complaint was never resolved) to let warm air in but the noise from the ocean side traffic and ongoing construction - not to mention the reefer smoke that was pretty strong coming in - kept us from leaving it open at night, so I slept with a hoodie on.

The Condado Palm Inn is located at a great location in the middle of Condado near various restaurants and bars. The beach is walking distance. The Hotel Staff are great, friendly and very helpful. I definately recommend it. Jianni from guest services did an excelent job!

Loved the room and setup. Ideal for trips in which you don't always want to eat out or have people who like to spend time at the hotel having some downtime to relax and just enjoy the view and hotel amenities.

Condado Palm is our “ go to” place to stay pre and post cruise. We like that it is very walkable, the pool/hot tub area is beautiful, the staff is so friendly and accommodating, and the Walgreens right across the street is perfect for last minute items!

I really enjoyed my stay here and would definitely recommend it. The whole process was just easy. It’s not far from the airport at all—maybe a 20-minute drive which made arriving a breeze.

Even though I showed up pretty late, the person at the check-in desk was so warm and welcoming. They took the time to explain my Hilton Gold benefits, which I really appreciated. When I finally got to the room, it was sparkling clean and actually bigger than I expected. I loved the mid-century modern furniture; it gave the room a really light, beachy vibe that felt perfect for San Juan.

The location is convenient only about two blocks away from the beach and there’s a pharmacy right across the street. The hotel even includes beach chairs and umbrellas, which is a huge plus. One thing to look out for: once I got down to the sand, I realized they don’t provide towels on-site. It was a bit of a disappointment in the moment, so next time I’ll definitely remember to bring towels from the hotel with me.
I didn't get a chance to try the breakfast even though it was offered, but overall, it was a great experience. I’d definitely stay here again!

This place is filthy. The pool area is unkempt. Everything is nicked and scratched or needs new caulk. I agreed to this hotel because it’s a Hilton property and Hiltons typically have good conditions and good beds. This place has neither. The service is fine. Honestly the people here are nice. And it is in a great location. But if you need a clean, comfortable room pay more and go elsewhere.