4/10 Poor
Jill
7 Feb 2026
Liked: Amenities, property conditions & facilities
Disliked: Cleanliness
Nice hotel and most staff were awesome, but the room itself was the worst stay I’ve experienced. To elaborate…Following a flight cancellation on January 31, my husband and I stayed at the AC Hotel Marriott San Juan in room 505 until February 1.
While the front desk and bar staff were friendly, our experience was marred by significant issues with the room. Specifically, the roll-in shower flooded within minutes of use. Additionally, I discovered a clump of hair on the shower wall that did not belong to me.
I immediately alerted the staff. While a team member arrived to place towels down to manage the flooding, two soaking wet towels were left behind, leaving us with only one dry towel. Furthermore, despite being told the hair had been removed, it remained on the wall.
The following morning, I attempted to shower using only the handheld head and ensuring the curtain was closed. The floor began to flood again after only two minutes, forcing me to stop before I could finish washing. The hair was also still visible on the wall.
This experience was unacceptable and highly disappointing. I sent this complaint directly to the hotel who had a manager call me. I was offered an apology and a $55 credit. While I appreciate the gesture, this room was costly with taxes and fees, $600+. Do not stay here unless you are desperate for a room due to a flight cancellation or bad weather and know you’re getting ripped off.
Jill
Stayed 1 night in Jan 2026
