We were forced to flee Old San Juan due to the major water main break that occurred in San Juan this past weekend (11/8 through 11/11). We wanted to be near the beach and had heard so many positive things about the El San Juan that we decided to give it a go. We called the reservation number and told our tale-of-woe to the reservation agent who assured us we would be pleased with our selection and that everything was normal at the hotel. We happily packed our things and headed out, expecting that our inconveniences were over. We arrived at the check in desk only to be told that they also were affected by the water main break and they had also been without water since Friday. What happened next is the root of my one star rating. Instead of apologizing for the mistake, the only question asked was "Who took your reservation?" In terms of customer service, its never a good idea to intimate that the client is somehow at fault for the organizations inability to be in touch with their own situation. At first glance, the property looks amazing and comfortable. As many frequent travelers know, there is a lot more to a satisfying experience besides location, however. Hilton execs should take notice and address these kinds of egregious errors in their staff training, especially at a premier property such as this.
