Hyatt House San Juan

I recently stayed at the Hyatt House San Juan under circumstances that were a bit stressful for my family. My wife was undergoing surgery at a nearby hospital, and initially we only planned to stay two nights. However, her hospital stay was extended, which meant I had to add extra nights to my reservation twice, both at the last minute.

What really stood out to me was how the hotel handled the situation. Norma at the front desk went above and beyond to help. Even though the hotel was almost fully booked, she managed to accommodate the extensions and, to my surprise, honored the same rate I originally had, even though the rates were higher during those days. That level of understanding and flexibility meant a lot during a stressful time.

More than that, Norma showed genuine care. She would ask how my wife was doing and made me feel like more than just another guest passing through.

This was my second stay at this hotel. I’ve stayed here before for business, and I’m generally a loyal Hyatt guest across the United States and Puerto Rico. But this stay was truly exceptional because of the human touch and kindness shown by the staff.

I don’t usually take the time to leave reviews, but this experience deserved to be shared. My sincere thanks to Norma and the Hyatt House San Juan team for making a difficult moment a little easier.

The location was good, the highway getting to the hotel was confusing. The shuttle bus to old town was nice. Breakfast was hot and plentiful. Overall a nice stay.

great location neatr distrito t mobile, room was clean with good temperature and water was warm/hot wich is great for me. The gym was well equiped and the pool was in good condition. i would stay again and longer time.

Location was fine. Nice lobby vibe. Has some issues with cleanliness but I think I expect too much as the way I live. Pool was a all and the sun went behind the building at 2:30-ish so be warned. Water was FREEZING. Breakfast is from 6-9 am. I had to set my alarm to get coffee etc while ON VACATION!

Everything would be great except the horrible moldy smell of the room . We were staying at room 324 and wanted to change and the hotel was fully booked. They gave us dehumidifier, but it didn’t help the smell. It’s a shame, the hotel was nice…

We recently stayed here before our Caribbean cruise and were happy we did! This hotel was only a few minutes from our cruise port. The free breakfast was delicious and convenient. We enjoyed the small pool area - it was beautiful and relaxing both day and night. The hotel staff was very friendly as well. We were able to walk to a nearby restaurant for dinner and enjoyed a morning walk around Condado Lagoon. Don’t hesitate to book here!

Stayed at Hyatt House pre cruise and had a great stay. The hotel is in a great location and close to the cruise port. The hotel was very clean and had great facilities. We really enjoyed the breakfast, outdoor area and they have a very nice pool. Great pre or post cruise option in san juan.

Hotel was very clean and the shuttle was a great way to get to old town. The room itself was very nicely appointed except for the noisy washing machines that started running at 7am. The breakfast omelette station was slow. Good location to cruise ports.

Great location! Shuttle service was very good. Rooms were clean & very nice. The staff was very friendly & helpful. The breakfast was excellent & much more than we expected. The price was great. Olive Garden & Longhorn restaurants were behind the hotel, as well as a restaurant at the other Hyatt hotel across the street. Local restaurants were also close by. This hotel was excellent & highly recommended.

The location is great especially if going on a cruise. It is near the T-Mobile plaza and that is wonderful. The shuttle was fantastic and better than expected.

The hotel is in a great location across from the marina and within walking distance to District T-Mobile. It is modern and the rooms and nice. Bed was comfortable. We had a suite which was very nice. The breakfast buffet was very nice for a hotel buffet and exceeded my expectations. Front desk staff went above and beyond during my check-in. Would stay here again.

I have stayed at this property twice before, and while those experiences were very good, they were not exceptional. On my most recent visit, however, I chose this hotel specifically because I learned that Cordero (new Manager) whom I met numerous times during my stays at the Rumbao Marriott Hotel, had joined this property. This time, my stay was truly exceptional.
Cordero’s presence has elevated the overall experience at this hotel, and he is a tremendous asset. His leadership and commitment to guest service are clearly reflected in the staff and overall atmosphere.
I highly recommend securing a room with a bay view. There are also excellent restaurant options within a five‑minute walking distance. The complimentary breakfast at the hotel is outstanding, the gentleman who prepares the omelets is awesome and adds a great personal touch to the experience.
The hotel offers on‑site laundry facilities, which allows you to pack lighter; detergent is available for purchase, and change is offered for the machines. Additionally, there is a free shuttle service to Old San Juan (a must‑see destination), as well as to the beach. Please be sure to tip, as the service is greatly appreciated.
The people of Puerto Rico are some of the happiest and warmest individuals in the world, and this Hyatt truly delivers a top‑tier service experience that reflects that spirit. I highly recommend this property.

If you expect functional AC in a hotel, look elsewhere.

I stayed 2 nights previous to arriving for a cruise.

I first checked into a room that was humid and smelled like mildew. I tried waiting for it to clear out, but it never did, so I contacted the front desk. (I had to go down to the lobby because the "Front Desk" button on the phone never gave anything other than a busy tone.)

They moved me to a downgraded room that indeed smelled better, but was more like being in a pool -- humid and smelled of chlorine. In addition, the fridge in the new room was broken and ice had melted onto the floor.

I asked a couple of other guests in the elevator if their rooms were also humid and they said yes. All of the hallways were the same.

I get that this is a humid climate, and I'd just deal with it if this was a budget hotel, but for $300 a night in a mainstream hotel chain, I don't feel this is acceptable.

Amazing choices for breakfast! Small but a nice outdoor pool.
Friendly and helpful staff. Close to the cruise port.

We wanted an hotel close to port as we were going on a cruise.

The room was small. The air con was very noisy and dripped after turning off. Couldnt switch off as far too warm.

Breakfast was self serve and not much choice. Certainly not what I would expect from a Hyatt. I would say similar to a Premier Inn in UK but at £290 for a night far more expensive.

The hotel is nicely done. It is located in a great location. Walking distance to casino, entertainment, and good eating restaurant's. The T-Mobile district is so fun to be at and hang out.

I had a wonderful stay for just one night. All our needs were met during our visit. I do recommend that they improve the pull-out beds, but it was sufficient for our one-night stay. The location was perfect, making it easy to find dinner and start our cruise ship adventure.

A nice welcoming hotel, bed was super comfy, location was excellent for my requirements, looking forward to my stay in Feb 2026.

Very close to cruise port. Walking distance to the port. During cruise check in period, the traffic was jammed up for hours. We decided to walk to port instead of calling Uber or taxi. It was a great experience. The picture was taken from the window of 6th floor room. Cruise port can be seen clearly.

I am a loyal Hyatt guest, and this was by far one of the most disappointing stays I’ve ever had with the brand.

We arrived at 3 p.m. knowing check-in was at 4 p.m. No problem. What I did not expect was to be told at 4 p.m. that our room still wasn’t ready and that check-in at this property could happen “anytime between 4 p.m. and 6 p.m.” I’ve stayed at countless Hyatt properties and have never heard anything like that.

When we finally did get a room, it smelled terrible — a strong, unpleasant odor so bad that my wife needed aspirin to get through the night. We tried to tolerate it, but by the next day it was unbearable. Staff acknowledged the room smelled bad and moved us.

Unfortunately, the problems didn’t stop there. Over the course of our stay, we were moved three different times. For the price we paid, this felt nothing like a Hyatt experience — it felt more like bouncing between rooms at a low-budget motel.

The worst part was the dishonesty. A front desk agent looked me in the eye and insisted the hotel was “completely sold out” when we asked to move out of the smelly room. I checked the Hyatt app in real time and showed him that rooms were in fact available to book. Only then did he agree to move us. That kind of bold-faced lie is completely unacceptable and not something I’ve ever encountered at Hyatt.

We paid a premium rate for what was supposed to be a comfortable stay. Instead, we dealt with odor issues, repeated room changes, inconsistent information, and a lack of transparency from the staff.

I love Hyatt and will continue staying with the brand, but this property fell dramatically below Hyatt standards, and our experience was simply not acceptable.