Condado Vanderbilt Hotel

Check in was a total disaster Room was not ready at 4:45 pm Wait one hour and staff didn’t tell us room was ready - staff went on break Luggage took 20 minutes This has been our favorite hotel We will be looking for a new favorite

Beautiful resort, great location, exceptional customer service. The hotel and amenities are top notch.

We stayed here over New Year's Eve. Gorgeous hotel with lots of charm, friendly staff, and beautiful grounds/amenities. Got a bit crowded as expected on NYE.

Whether the requirements of a 5 star hotel differ in the Americas compared to Europe/Middle East etc, I'm not sure, but this is not a 5 star hotel where you will receive 5 star service. We were unable to dine at one of the hotel's restaurants as they only had one high chair, and said they were unable to source another one. Asked if we could reserve for the next evening to ensure a high chair was available, we were told it was not possible as they couldn't guarentee their one high chair would be available (rather than ensure one was available). Put a request in that the room be made up by 2pm to ensure my kids could return from their day out to have a nap. This request was not actioned, with typical times to make the room up around 3pm each day (quite late I feel). Breakfast was adequate- tipping is required even if breakfast is included in the rate, but that is a culture issue so can't complain about that. Room was not ready at 4pm and I was told to provide my mobile number and I would be called when ready. No offer of what to do in the meantime or indication of when the room would be ready. Only when I pushed back did was the room suddenly available. Staff are mixed - some very genuine and helpful

This is my 4th time at this hotel and Im sad to say it might be my last. This hotel used to be a wonderful and lovely place and it felt high-end but it needs smart modernizing. The restaurant menus are lacking and dated. The rooms, in the surface, look pristine but there are hard water stains, unvacuumed carpet and a coffee maker that cannot be plugged in. Its just not worth the price and it is incredibly pricey.