This was the second time we stayed in this hotel so we knew what to expect going in. This stay was absolutely the worst hotel experience I have ever had. The elevator was out of order so we had to carry our bags up the dimly lit, very tight stairs ourselves. There was no offer of help from the front desk. They even laughed when they said they hoped we had good muscles. Once we got to the room, the phone didn't work, the TV didn't work and we had absolutely no hot water. It wasn't even luke warm. It was ice cold. We also discovered that the safe didn't work. Since we had no way to call the front desk, my husband ended up having to make several trips up and down the stairs to get some of the issues resolved. The hotel was sold out so their only answer for the water problem was to offer us use of another room which was not being used because the front door often got stuck in the locked position trapping people inside the room. To which they once again laughed and said good luck. All in all, it was a horrible experience! We weren't expecting much since we had been there before but this was outrageous. Couldn't they hire a young baggage boy to assist customers with their baggage. Many customers are coming and going from cruise ships with luggage for 1-2 weeks. No offer of apology from the front desk staff, just laughs.

We staryed here 2 nights prior to our Carnival Cruise. The elevator was out of order. our room was on the 2nd floor and we had to drag our suitcases up two flights of stairs, and back down again. The phones did not work. There was hot water in the shower, but not in the sink. The mens restroom in the lobby was out of order and they had to use the women's. The rooms were small and barely enough room for our suitcases, and to walk around. We could only get 2 stations on the TV. There were no windows in the rooms. There was no coffee or continental breakfast. It was very noisy about midnight when some boistrous guests came in.
Pros: The girls at the check in desk were super nice and friendly. It was a good location as we could walk to many places. The trolly was free in the whole town & you could get on and off whenever you wanted. We were charged $135 per night which was way overpriced for what we got.

My boyfriend and I chose to stay here for our last night in Puerto Rico due to the location in Old San Juan. Even though the hotel has a great location in the heart of town, I would not risk staying here again. We only were in the room for the 7 hrs we slept, and when I awoke in the morning my back and neck were covered with over 50 fresh bug bites. Upon an expensive urgent care visit, the physician said the bites are identifiably from bed bugs due to the trajectory of the bites in a line, often clustered in threes. I assumed that the front desk would be alarmed and would want to know of any infestation issue right away. I told them first thing in the morning, and even showed the lady how fresh the bites still were. Unfortunately, this must not have been a new bed bug infestation problem, as the staff member was not surprised or alarmed in the least. Nothing was done to rectify the situation; I wasn't even given an apology, nor was I given a promise that the room would be properly cleaned. I was simply told to go to the pharmacy and grab some breakfast. Absolutely the WORST customer service ever! This lady's attitude is probably not indicative of all the staff members, as the night front desk man was extremely helpful. Although the lady did write the situation down in a book (though in spanish so I cannot verify), I have not been contacted by anyone from the hotel which makes me assume the situation was not taken seriously. Luckily, this was our last night in San Juan so I didn't let it spoil the trip, but the anxiety over bringing stowaway critters home, or staying in another hotel again is not worth it! Please pay a few extra dollars and stay somewhere else---I've heard the EL Convento is great and clean.

Good Hotel for the price, friendly staff.
Lots to see and do pre cruise.
Enjoyed our precruise stay, within walking distance of the cruise pier