Rated 1 out of 5 by Julio94 front desk service
we checked in, everything was perfect, the following day i went to print my boarding ticket for my flight and couldn't went to the front desk and she told me very rude that management hasn't fixed the computers so why have them out or write a note can't print your boarding pass she treated us rude. the blond that was next to the other lady she may have been training looked away from me and my husband when we were speaking. very un called for the service was poor treated poor. i will not be staying there again. it sunday and to get our car took over 45 min you only have 2 people working the cars when that is full of people checking out or in common sense is take care of the customers get more on those days the stay in the room was fine everything else was horrible.
June 24, 2014
Rated 4 out of 5 by Brooklyn101 Nice location in Old San Juan
This is a nice hotel in a nice part of town right on the waterfront where the cruise ships come in. There's a small pool on the roof and small gym which we used and liked and they have great views of the port. The hotel is nice and clean and the staff are friendly and helpful. The casino is small but nice. Everything is old San Juan is nearby: ferries, free town buses, the regular san juan buses, restaurants and bars. The tourist center and drug store are down the block, the local bar across the street.
July 9, 2014
Rated 3 out of 5 by Emmanuel837 Staff is friendly, but they lack direction.
I stayed here from 7/05/2014 till 7/12/2014. First of all, i called in to inform them that my fault time has been changed, so i'll be arriving on 07/06 instead of 07/05 and asked if i can check out at 6PM on 07/12 since i'll be arriving the next day anyway. Whoever i spoke with confirmed that they understood. Fast forward to 4am on 05/06 (sunday), i get there to check in after my flight, but i was told that "all the rooms where booked" and i'll now have to drive to the other Sheraton (Sheraton Puerto Rico Hotel and Casino) and come back to check in the next day. I then asked again if i can check out at 6PM again on 07/12 and the guy said he'll check with his supervisor and leave a note on my account. Came back the next day and still no answer, but i was about to check in. Called back a couple of nights after and was told that i'd have to check out at 12PM even after explaining that my flight is at 7:55PM.
To rate the room and the entire environment: The room was clean, but not quite what you'll expect from a Sheraton. At night and early in the morning, the employees make a lot of noise in the hallways. Make sure they give you a room far away from the "associates room", "vending room" and the "ice room". The elevator is laughable and it looks old fashion, but it does work. The pool and gym were unexpectedly small. SOME guest service employees look like they don't want to work there.
July 13, 2014
Rated 5 out of 5 by LadyLandor Best Vacation Ever
My husband and I had to travel visit my ill mother-in-law. We read the reviews and booked at this hotel. The staff treated us like a king and queen. The food is a bit expensive but really delicious. We brought twelve family members to Choices Restaurant and it was amazing. The pool is fabulous. There is also a casino and a decent gym. You cannot beat the views. Very clean, organized and safe. It is a bit way from other places to eat but after traveling out one night, it's best to stay at the hotel. The hotel is very safe and secure. My suggestion is that you get a room with a refrigerator and microwave to save money. Otherwise you can go down in the morning and get their crescent breakfast with coffee. Very close to Old San San Juan. Five Star rating from us. Thank you to your staff and the ladies that cleaned, you are all above and beyond any place we have ever experienced. They never stopped smiling. Thank you for making us feel so welcomed and important. Most of all - helping our family in a time of need. We are so grateful.
July 11, 2014
Rated 4 out of 5 by HiggyHockey2012 Nice hotel within walking distance
Overall a good experience. My 5th time at this hotel. Upgraded room as platinum member. Friendly staff. Pool is tiny and did not feel very "clean". Lobby at the entrance to the casino was a zoo at times making it feel crowded and noisy. No club lounge but great location in the old down town area - easy walking to bars, shops, restaurants.
July 10, 2014
Rated 3 out of 5 by crazy4travel Recommend mostly due to location
The hotel was fine: well located and clean. It does show its age in terms of decor and fixtures, but well maintained and all the standard features you expect at a Sheraton.
My biggest problem was the lack of passion from the staff. Front desk was not welcoming, just going through their motions. Bellman was standing at his podium needing me to ask him for assistance. Housekeeping only moved the cart when I couldn't fully go by in the hallway.
The upgrade as an SPG Platinum member was very nice in terms of a suite with a view, but no other recognition. Not even a bottle of water offered.
December 9, 2011
Rated 5 out of 5 by allie1222222 Staff was very attentive
During our stay, the staff was extremely helpful and attentive. Very informative when we asked where to go , what to see. Only complaint was very few towels up at pool area, even when calling housekeeping. Also, walls very thin. Could hear loud guests next door at 2-3 am, very disruptive.
July 7, 2014
Rated 3 out of 5 by Neil3302 Great location..
Stayed one night prior to heading on a cruise.
It was one of the busiest day at the hotel as there was a prom night n the hotel was full of young teens running around n making noises till wee hours..the elevators are extremely small n slow.
June 16, 2014
Rated 5 out of 5 by Rita2830 excellent for cruise and seeing old san juan
Perfect place to stay before or even after your cruise right across the street from the port. Even if your not on a cruise it has the perfect location to see and participate in all the activities in Old San Juan.
June 11, 2014
Rated 5 out of 5 by Billy555 This hotel is in a great location with a very professional staff
We recieved 5 star service with a 5-star accomodation, very convenient to all locations, great palce to begin a cruise and ena a crusie
June 30, 2014
Rated 4 out of 5 by Bob408 Great City
Nice Place. Great hotel. Room a Little noisy.
June 8, 2014
Rated 2 out of 5 by Camacho605 Hotel Lobby Staff - Very unprofessional
I was able to check into the hotel in a timely fashion, hardly spent any time in the hotel itself. All I needed was a place to stay at night with the wife. On the last day at check out employee at counter try to bill me for services I did not reaquest/have. This is not the first time I stayed at this hotel but it will be the last. I do realize economy is bad but I do not believe in people trying to inflate prices just to make additional money. Employee try to charge me for valet parking when I never had these services. Be carefull when staying at this hotel, employees are looking to inflate prices and take advantage of tourists.
December 22, 2012
Rated 5 out of 5 by Lynn1953 Great 5 Star Property
If you need a hotel before or after your cruise...this is the one! Location is perfect..directly across the street from the port. You can walk! The staff is very friendly, the beds are wonderful, hotel is very clean, and no smell of smoke because every part of the hotel is smoke-free including the casino.
May 6, 2014
Rated 5 out of 5 by TXTrvlAgt Cruising from San Juan???
Sheraton Old San Juan is a PERFECT location right across the street from the Cruise ship pier in Old San Juan. --If you are departing your cruise from Old San Juan on Carnival - this is the hotel you want to stay in. Just check out of this hotel and wheel your bags across the street & check in for the cruise. it could not be easier!!!
The other pier --Pan American Pier-- which is where Royal Caribbean, Celebrity & sometimes Princess ships dock (if departing from San Juan) you would want to stay at the Sheraton Puerto Rico Hotel & Casino on 200 Convention Center Blvd. This hotel would be less than 3 mins. to the Pan American pier. It's almost across the street from this pier, but you would need a taxi - as it's a rather long walk down to the terminal buildings for this pier.
December 17, 2012
Rated 4 out of 5 Awesome Location
This hotel, while old and a bit outdated, makes up for it with AWESOME staff, that all seem to go above and beyond. I received a wonderfully upgraded room, it was huge. The location of this property is the best in Old San Juan, in front of the boardwalk with something going on 24/7 and walking distance to everything in Old San Juan. Loved staying here. The only reason I gave a four, is because it is a bit outdated and the bed is NOT up to normal sleeper standards.
October 2, 2013
Rated 5 out of 5 by ThomasB Sheraton staff shines in San Juan ! !
The Sheraton in Old San Juan has a great location, and we especially love it for when we cruise out of San Juan. This was our third time on property, and the staff was outstanding in every way. From the Doorman to the Desk staff, everyone made us feel at home. This was our 36th wedding anniversary, and were surprised to be upgraded to a suite, overlooking the bay. Breakfast and Dinner was great, food selections and service was excellant. The pool facilitys on the rooftop were clean and the view was fantastic. Travel to the cruise ship was simple and so easy. We would definately stay here again. The bed was great, room was clean,as was the entire facility. We felt very safe there.
October 20, 2013
Rated 5 out of 5 by jbici7 Pre Cruise
Arrived on a Friday afternoon to enjoy a few days in Old San Juan before our cruise. Check in was easy and the staff was friendly. We had a back side balcony and the room was clean. My family and I specifically stayed at this property to tour around the old city before our cruise departure on that Sunday and it was definitely the right choice for us. All historic attractions are within walking distance along with shopping and restaurants. Walking outside on Saturday evening was a treat as there were many vendors and a festival like atmosphere. My family and I felt safe as there are police everywhere day and night. Sunday check out was at 11am and the hotel stored our luggage for a few hours before we boarded the cruise ship, no charge at all. I'll definitely stay at this property again when I cruise out of San Juan, hopefully next year.
April 13, 2014
Rated 5 out of 5 by Josanna Staff has set the bar
This hotel was beyond expectations. The room was nice, clean and smelled good. With the humidity on the island I expected it to smell musty but no way. It was great. The staff was excellent from cleaning to front desk to the valet. Each were more than happy to help with information or a simple hello welcome. Even at the busy cruise ship time. I definately will be back.
Thank you for a great stay
October 31, 2012
Rated 1 out of 5 by CCfunship49 May 10 2014 Power Outage Nightmare
In the very early hours in the morning on 5/10 there was a rain storm that caused a power outage in the hotel,no light in room,hotel staff never came to tell us what happened,never came to check rooms to see if guests were alright,I had to tell guests on my floor what was going on after I went to front desk to inquire.Totally unacceptable for a Sheraton hotel @ the rate that I paid.Front desk offered no compensation,not even a couple of dollars off the room rate.I am still in shock over this as there were many elderly guests staying there and nobody went to check on them.Power came on in the late afternoon and then it happened again @ about 8:30 that night,again in the dark for about 90 minutes.Hotel staff should be ashamed of themselves.Simply replying that the power outage was citywide.Could of,should of done so much more..Not even a sorry.
Never again will I stay @ this hotel!
Thank You for making my pre-cruise a nightmare.
May 20, 2014
Rated 2 out of 5 by JTNYC74 CONVENIENT FOR CRUISERS
I have stayed there a few times before over the years and returned this time after a long absence from PR. When I heard that the hotel had been renovated I looked forward to seeing all the improvements as the facility was looking old and tired and in bad need of an updating renovation when I was last there. Other than some furniture replacements in the room and a carpet change, nothing had changed....it is still old and tired and in chronic need of a real renovation in the true sense of that word. Also - the 2 elevators were malfunctioning daily during my stay which meant that all too often only one was in service meaning unacceptably long waits to go either up or down. Using the room key in the elevator was always a frustrating and often hopeless task. The hotel is located perfectly for my needs in PR which is why I would return....but your parent company really needs to take a long hard objective look at this facility and ask if this is the kind of hotel Sheraton stands for. That said, the people working there get gold stars, from the front door to the front desk to the maids.....all were superb.
May 22, 2014
Rated 1 out of 5 by WorldTraveler57 An Old Tired Hotel
Lobby smells like mold when you walk in. Dirty balcony, Very old bathroom. Not enough furniture (and old). Dirty carpet. Just felt dingy. Should be Category 1 or 2, definitely not 3.
December 23, 2011
Rated 4 out of 5 by Travelguy6 Good Hotel
Hotel in good location, busy on saturday and sunday when cruise ship arrive
Room clean , but need update in bathroom.Personal friendly and informative
December 1, 2011
Rated 2 out of 5 by grandpa junior suite
we were very disappointed with the hotel/staff. Upon checking in, they tried to give us room #314. I informed them I paid for a junior suite with a view of the harbor for my wife's 70th birthday. After waiting 15 minutes, they gave us room #727. It had a view (about 30%) the rest of the view was the hotel across the parking lot! Talk about bait and switch!! The junior suite was wasted-lots of unusable space (table about 3'x5' that could not be utilized. Only had coffee maker in room. Tried to exchange decaf for regular coffee-wanted to charge us for the
March 18, 2012
Rated 3 out of 5 by Kenley Alejandro always makes my stay special
I've spent over 100 nights in the Old San Juan Sheraton over the past two years. Alenjandro has always provided the highest level of customer service and made my stay comfortable. He is very professional but also very personable. In addition, the bell staff always remembers me and welcomes me back. It is always nice to see my Sheraton friends when I am San Juan which is why I will always stay at your hotel when I am in town. Thank you!
May 8, 2014
Rated 5 out of 5 by APHIL005 Everything We Needed!
We were able to check in an hour early which was great after the 3 hour trip from Vieques. The rooms are not over the top but they had everything we needed. We had a very nice view of the bay, the best are the world's most comfortable, the staff was very friendly and helpful (Especially the Concierge Michelle and Bellman Luiz Diaz), the shower water pressure was incredible, room service was fast and tasty, and the hotel was SO close to everything we wanted to do. Many reviewers mention the size of the pool, which is small (with amazing views), but there is so much to see in Old San Juan I didn't even care! If I'm ever back in San Juan I will definitely stay here again no question.
March 27, 2014
Rated 4 out of 5 by smavacationer nice hotel
The hotel had everything you'd expect from a Sheraton. Nice size rooms, rooftop pool, exercise rooms comfortable beds,, friendly staff, good restaurants. My only complaint would be that you can hear people in other rooms talking and kids screeching very loudly repeatedly and giggling about it. Luckily, they checked out after our 3rd day just when we went to report the issue.
Some of the other reviews mentioned the hotel being old. Aside from the brick architecture, there's really nothing noticeably old about it.
January 3, 2013
Rated 5 out of 5 by Qsgv Service is excellent
Joseph S. (bellman) was so helpful not only with luggage but telling us about Old San Juan, the best ways to get transportation, sites within walking distance, etc. Housekeeping services were beyond belief. She even provided turndown service with chocolates (yeah!!) in the evening. I can't remember her name, but I think it began Yier--. Location is great. Our room was so-o-o comfortable. Breakfast was good. Balcony overlooked the bay. Casino was fun.
June 1, 2012
Rated 3 out of 5 by GFSK Great Location
I was surprised that the rooms do not include bathrobes and was disappointed of the limited dining options at the hotel. The Paoli restaurant is not open every day which only leaves the bar/Chicago Burgers or leaving the property.
May 7, 2014
Rated 4 out of 5 by Porter Clean & Comfortable
This hotel is in a great location & within walking distance of a number of great places. Our room was clean, freshly painted, comfortable bed, large bathtub. Wish the door was a little more sound proof as some neighbor kept slamming their door. We got off the cruise ship by 9 am & they checked our bags in & stored them until later in the afternoon then they even delivered it to our room.
December 9, 2011
Rated 5 out of 5 by LMCQ FABULOUS!!
Congratulations Sheraton for hitting a homerun with your Sheraton Old Juan Hotel!
From the moment we arrived, we were treated like we were the only people staying in the hotel and the hotel was FULL! Manuel not only took care of our bags, but recommended several great restaurants and greeted us every day he saw us and asked us how our day was going....Kudos Sheraton for a great staff!
July 1, 2013