Embassy Suites by Hilton Dorado del Mar Beach Resort

The rooms are outdated for starters. Breakfast options were decent. The outdoor facilities were outdated as well. It was mentioned that renovation is coming but in the making for 2 years now. I have to admit they are in a great location in terms of beach access and the hotel does have potential to be a more stunning and relaxing resort. I hope the renovation does start very soon… Side comment: after renovation would not be a bad idea to add a shuttle service to and from the airport even if for a fee…would be a nice touch.

Avoid this hotel at all costs. Dirty, outdated, hidden $2 daily maid fee and $8 daily bellman fee. Hilton should be embarrassed to have this as one of their Hilton properties. I actually live in PR and came here for business but feel ashamed that tourists pay good money to come here.

At check-in, the first staff member refused to assist us. Thankfully, another employee eventually helped, and we did receive apologies. However, despite the stated 4:00 PM check-in time, our rooms were still not ready by 5:00 PM. One of the rooms was unclean, with hair in the bathroom, and one of the toilets was clogged upon arrival. In addition, the rug in our room was damaged, adding to the poor impression of overall upkeep. These issues were reported to management. While apologies were given, no meaningful follow-up or corrective action was taken. The pool area was in unacceptable condition—dirty, with trash floating in the water, and very few available chairs. Guests were required to pay $10 per chair, not including umbrellas, both at the pool and at the beach. While the beach is public, the few complimentary chairs made it feel as though guests had no real choice but to pay. Even worse, some of the chairs we paid for were damaged and had holes. The next day the pool was in a “better” condition. But we could not enjoy the day as we were told we had to leave after 1pm. If that is your hotel policy it is a very disappointing one as we planned to remain the rest of the day there to continue to consume from the hotels commodities which include us eating and consuming at your bars among others. On a positive note, breakfast was great, with good food quality and variety. However, there was very limited seating available, which made it difficult for our large group to enjoy the experience comfortably. Customers were literally spread throughout the whole Lobby.

Really enjoyed staying at the property conversation with staff. They gave me a loan great tips of local spots in Puerto Rico.

Based upon the customer service we received from William, I’m giving a score of 5 for customer service experience. We expressed some concerns with our room and the response was immediately addressed and promptly handled. We ended up checking out and staying at another Hilton hotel, however, we appreciate the service from William at the front desk.

Everything was on point .. for me i have zero complaints.. 12 stars 🌟 foreal . Thank you