Hyatt House San Juan

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.

Stayed one night for a cruise, which was less than 10 minutes away from the cruise port. Customer service was terrific, and the staff was extremely helpful. The unfortunate issue was a mold problem in the first room, which the agents helped us address right away. The second room was better, but the bathroom was not cleaned properly.

Nice enough hotel but expect delays getting into your room

Arrived off a cruise around 10am. Of course I didn't expect to get into my room so early,but the did the admin to check us in and said they'd try they're best to get us in ahead of the normal 4pm time.

We sat by the pool for a couple of hours before deciding to head to old town.
I asked on the way our when they thought we could get our room. By then it had changed from trying to get us in early to "4:30 at the earliest".

We arrived back at 4:30 to be told by the clearly disinterested young female receptionist that our room still wasn't ready.

We sat in reception till nearly 6pm before getting our room!
There. We're several other guests waiting and when we went to. Our room we saw housekeeping still cleaning rooms!

The make member of staff was apologetic and he gave as a voucher for a couple of drinks at but I'd rather have had our room earlier!

Rest of the stay was okay.
Breakfast nice enough and there is the option of a nsfw to order omelette.

Pool nice but chilly as it's our of the sun all day.

Handy for cruise terminal and old town

Only stayed here one night before our cruise. The room was more than adequate, clean and comfortable. It was only a few miles from our cruise port and we used a Lyft driver for that. Transportation to the port was not complimentary but I think they do have transportation to other locations in San Juan.

The hotel and room were nice. However, I booked this hotel 3 months in advance and booked a bay view suite. Instead, I got a suite with a view of the parking garage. I received a $50 credit for the foul up but don't think that is enough to make up the lack of view for 3 days. I wouldn't have stayed here if a bay view room was not available. The room was also not available until 5:30pm. At that point, was too late to look for alternative options.

Horrible experience. Nasty management at frontdesk. We was waiting for room from 8am to 4:30pm. Insane. Manager said check in is from 4 to 6pm. After numerous time we came to ask if our room is ready they always said not ready. Even though I didn’t see nobody checked out. At 4pm I start be annoyed and said it’s unacceptable and magically manager found room for us, she said I upgraded for you for one bedroom king size bed, even though I paid for the room she “upgraded “ for me. Nasty attitude. In the bedroom air conditioner is blowing frizzing air straight to your head. When we tried to adjust the temperature it’s shut off. Make us sleep on couch in living room. So uncomfortable.very expensive for $270. Wi-Fi didn’t work well on pool.

A beautiful hotel near Old Town San Juan and cruise port in San Juan, PR. Our room was large, clean, full kitchen, separate bedroom and two TV's. Quiet, very clean with a fabulous breakfast. They had an omelette maker which was unexpected.

As a Hyatt Globalist, I have come to expect professionalism, cleanliness, and accountability from Hyatt properties. Unfortunately, Hyatt House San Juan failed in every one of these areas.

I used a Free Night Award for one night because the island’s water service was down and my attorney and I needed to shower before meetings. The room I was given had a foul, chemical odor and no hot water, and the water pressure was poor. I called the front desk three times for help but no one answered. When I went downstairs in person, I was told there were no alternate rooms available and was not offered any real assistance.

The next day, my guest returned to shower before our appointments. His key no longer worked, so the front desk agent, without checking ID or authorization, gave him a new key. He entered what was supposed to be my room and found another guest already in the bed. This was a serious breach of privacy and safety.

Instead of apologizing or showing concern, the General Manager confronted my guest with attitude and offered no professional resolution. Even after I escalated the issue through My Hyatt Concierge, no one from the property has ever contacted me to acknowledge or apologize.

This experience was completely inconsistent with Hyatt’s brand standards and unacceptable for any guest, let alone a Globalist. I sincerely hope Hyatt corporate investigates the management and training practices at this property.

Fabulous location to Uber from/to, or take the free shuttle to Old San Juan. It was nice to come back to the hotel, which was clean, quiet, had a great breakfast, and had helpful staff, all at an overall well-priced rate. The outdoor pool is a nice plus.

Did not receive the rooms I booked 6 months in advance, with no explanation as to why. Fire alarms that were extremely loud went off twice during my stay with no explanations. Once at 2 am and another at 10 am, separate days. Unhelpful front desk to my concerns and when I asked for regular water I was denied and told to use the cucumber water by the bar instead even though there were two staff at the counter and one could have easily went to retrieve a water bottle for me especially with all the inconveniences I had during my stay. Will not use again for my company's needs and do not recommend this hotel.

We really enjoyed our stay. The 2 queen bed room we had booked was not available when we got there, so they upgraded us to a suite on the 5th floor. It had wonderful views and was a very nice and clean room. The staff was friendly and helpful. I enjoyed the little “shop” for late night snacks, and they had 2 restaurants directly behind the building for easy walking access. Close to the cruise port which was a plus for us.

Adequate

Very good