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 5 out of 5 by GIL47 Excellent location & hotel is in the heart of Old San Juan
Here on business and the the hotel meet all my needs and beyond. Great staff, friendly and caring. They are there to make your stay enjoyable and relaxing. Will stay there again when back in town on business.
October 13, 2013
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 HappyTravler Excellent
Stayed night before my cruise. Had some trouble getting the hotel to agree to just 1 night stay but after that all was great. The staff was friendly and very helpful!! Great location for a cruise. The piers are right across the street and the fort is about 4 blocks behind the hotel so there is plenty to do before you get on the boat!!
December 12, 2011
Rated 2 out of 5 by IreneS Checkin time extremely late
We had a very hard time checking in on time and staff really didn't care. It was until I asked for a manager that something was done. They either need more staff or not extend their checkout time to other guests to avoid this problem.
Stardards for this hotel in Puerto Rico need to be improved to the ones in the United States.
January 2, 2013
Rated 5 out of 5 by NigelE Exceptional
Fantastic hotel. Stayed only a single night before our cruise (which docks right across the street). Wish we had stayed longer. The room was magnificent, the property is very well maintained, and old San Juan is a great place for good food and nightlife. Will be coming back again and again.
November 6, 2012
Rated 1 out of 5 by EFRO Not good
Hotel layout is horrible, room layout was bad, not enough light, power outlets or windows and carpet was wet from rain water coming in through the balcony door. Staff was not useful or friendly. Free breakfast included was only provided for one guest per room when two were staying.
May 24, 2012
Rated 3 out of 5 by mglpost Great location though showing its age
The location in Old San Juan was perfect walking distance to just about everything. Had some trouble with safe in room after security checked and determined it was malfunctioning we where offered a new room and upgraded to a JR Suite. Could use some updating no wifi
October 25, 2011
Rated 5 out of 5 The Best Hotel In PUERTO RICO
George , The Front desk Manager, and the staff are amazing.I love this place. Very professional , clean ,fun, very posh and the Best staff ever. The Management is doing their job to the fullest. I am very happy. do not change anything.
August 21, 2012
Rated 5 out of 5 by FOR812 Attentive Service
From the moment I made the reservation until the moment I checked out of the hotel the service was exceptional. Great Work Reservations, Front Office & Housekeeping.
September 9, 2012
Rated 1 out of 5 by Pathetic UGH
For a Sheraton this place is at the bottom of the heap. When I checked in I had a reservation for the first three nights through Southwest Airlines, and one night directly through Sheraton. When the desk clerk gave me my room key with a departure date of 1/22 I told him it was wrong; he checked the computer and said my reservation was good through 1/23; I asked him to change the departure date on the key card he did so reluctantly. So on the night of 1/22 I was given my final bill which meant that I would not get 500 points for not having clean linens and towels. The "Green Concept" is about conserving water, detergent and energy. This hotel decided that it means NO room service at all. In other words if I was out of toilet paper or coffee that was just too bad plus no clean up in the bathroom let alone making the bed. Upon initial arrival the room was at a temperature of 68 degrees with the fan on full and continuous; this is certainly not very green; On the 22nd the maid service thought I was leaving and cleaned the room despite the fact that I hung my "green" card on the door the night before and when I came back to the room after breakfast the temperature was again set at 68 degrees, the fan on full and continuous. The hotel elevators were a shambles and DIRTY with floor level indicators barely legible.I asked the concierge if there were any city/area tours available and he just laughed and said "we don't do that"; I ,also asked if there were any restaurants that served tapas and he said no. BOTH REPLYS WERE WRONG. The service at the Chicago Burger place was TERRIBLE. I have no idea whether I was credited with 500 points per night for declining linen service. My room key had to be recoded four different times in four days. Overall the room was poorly lit and bright only when the afternoon sun was pointed directly at the SINGLE window with NO view at all. I would only recommend this dump to someone who wanted to stay in the casino every moment it was open. This was supposed to be a very special occasion to celebrate my wife's 93rd birthday which I specifically mentioned to the Sheraton reservation clerk and asked her to be sure this was brought to the hotel's attention.
January 24, 2014
Rated 4 out of 5 by Rafeal62 This hotel is in a great location with great views.
I had a better than expected time at this hotel and at this location. Everything is within walking distance and has a European feel.
March 21, 2013
Rated 2 out of 5 by ms1062vegas Over Priced
For a hotel casino, over priced...It's a wonder why anyone would stay at this hotel
January 1, 2013
Rated 4 out of 5 by huahinfan Old but great location and staff
Having read reviews which were mixed I was a little hesitant, but I need not have been.
The hotel is old, but reasonably maintained and the rooms and premises are very clean. Rooms that face the water will be noisy b/c there is a lot of street noise and b/c location rooms on some sides will face a parking lot (that is what's there nothing the hotel can do about it).
Positives - really friendly and helpful staff who often go above and beyond. Comfortable beds and clean rooms with good amenities.
Lots of restaurants are within walking distance. Palio for dinner is surprisingly good and not too expensive. They often have specials which are not well advertised so do ask them.
Hotel participates in a green program that allows you to opt out of room cleaning for $5 credit or 500 points/night - NICE
Local bus terminal 1 block from hotel and ferry also 1 block - both efficient and cheap.
Negatives - older property - pool is way too small for size of hotel, but given location there really is nothing to be done.
No fridge in room and charge/day. Apparently the hotel rents them - it would be nice if they provided them.
Platinum - nice ug for me. Benefits are continental buffet or 500 points. While the buffet is not wonderful there are a lot of choices (but prepackaged except for fresh fruit) and probably the better choice if you want breakfast esp. if staying more than one night.
September 4, 2012
Rated 2 out of 5 by Jack327 This hotel needs improvement
I was not satisfied with my room.
December 8, 2013
Rated 5 out of 5 by SueMan Pet friendly convenient to Everything!
Had a wonderful time, the hotel and staff were amazing, we will definitely stay here again. Casino, pet friendly, pool, great restaurants.
December 4, 2013
Rated 4 out of 5 by Veronika t is the staff that make the difference!
We just stayed here for vacation for 5 nights and we send our thanks to the staff of Alex the front desk manager, Pedro from the Concierge and Robert from Valet Parking who made our stay warm and memorable, they are all very kind wonderful people who made us feel cared for the entire stay. The area is great too as Old San Juan is just lovely with great restaurants and charm. Just do not expect a pool as it is rather like a large jacuzzi, but the beaches you have to drive to are some of the best in the world like Luquillo, Crash Boat and Flamenco! We will be back soon!
October 15, 2012
Rated 4 out of 5 by Javag01 Nice hotel at good location
The hotel has the typical Sheraton rooms; everything you need, but no wow-factor. The main advantage of this hotel is the great location. It is close to the bar and restaurant district, and at walking distance of the touristical attractions in Old San Juan.
Breakfast provides a large choice of food, at good quality. However, for dinner the hotel restaurant is not recommended. There are plenty of other restaurants nearby, in all price ranges.
The swimming pool is small. Due to the very limited number of chairs, do not count on a pool side rest period.
February 11, 2013
Rated 5 out of 5 by Jerimiah Great location
Greta location if you are not a beach person which I am not. Within walking distance of all of Old San Juan. Free trolley stops in front of hotel so you can get anywhere in old San Juan. Room was clean and nice. Staff was very helpful and courteous.
November 17, 2013
Rated 5 out of 5 by Sarah31 Lovely Getaway
The cleanliness of the hotel was excellent. The front desk agent (Sibina?) Was very helpful and gave us a great map when she found out we would be exploring the area during our stay. The concierge was also very helpful with directions. One big thing the concierge did miss was mentioning the bus only accepts coins - we had to wait half an hour for another bus when we boarded with only dollar bills.
We really enjoyed the pool area, although we wished we had a view when we were in the pool or hot tub. We also appreciated the complimentary bottled water in the room.
More towels would be nice. There is no fan in the bathroom and the windows didn't open, so the humidity prevented our towels from drying fully between uses. This made it challenging to use the green option as well.
February 1, 2013
Rated 5 out of 5 by Elaura Fabulous Rooms
I was welcomed very warmly and given a Fabulous upgrade.
November 12, 2013
Rated 2 out of 5 by Pudds Great location, but hotel average
The hotel is right in Old San Juan so easy walking distance to great restaurants, the wonders of the City and the shops. The down side of this as it is by the cruise piers, you will have to put up with the fog-horn of the ships as they leave, normally between 8.30-9.30pm, so young children may have their sleep disrupted. The main thing wrong with this hotel is that the walls are paper-thin! We could hear everything in the next room and from the corridors. We did not have restful nights.
February 8, 2013
Rated 4 out of 5 by NickNack good location, avg hotel
Good thing is, the location is bang in the heart of old San Juan, PR but the rest of the experiecne is average. Poor Wi-fi service and troublesome key cards that expire during your stay.
Overall the reception staff too is not informed or willing to address your concerns. Eg. during our stay, the power went out one morning and was out for 2 hrs before i called the reception, all they said was "we dont know" when i asked when will it come back or how long will it be out. really??!!!!
January 5, 2013
Rated 4 out of 5 by Jim84 Nice Hotel
I've stayed at this hotel many times. Service is very good. The food quality is good. However, they don't offer as much at the breakfast buffet as they used to. The breakfast buffet used to have more fresh fruit, an omelet station, sausage and bacon. Now, they only offer scrambled eggs and only have either sausage or bacon offered per day. The rooms are well maintained. Nice views of the San Juan Harbor. Nice beaches are only a few minutes away in Carolina or Isla de Verde.
January 30, 2012
Rated 5 out of 5 by Doratheexplorer This Hotel Has AMAZING SERVICE, FOOD, AND NEW YEAR EVE PARTY
This is our third stay at this hotel(Old San Juan). The service, food, and New Year Eve Parties are all crème de la crème, top of the line, outstanding, in every way. Friendly, helpful staff, great prices, and, of course, gorgeous setting right smack where the Cruise Ships dock. We cannot wait to return next New Year Eve. WHAT A FANTASTIC PLACE!!!!!!!
January 4, 2014
Rated 2 out of 5 by Traveler1234 Disappointed this hotel is part of the Sheraton brand
Immediately upon walking into the room it smelled of mold and was very damp. The location was great but that is about the only good thing that could be said. The room was not cleaned until after 5 PM each day and I had to ask for more towels because room service insisted on only leaving one each time. The Internet was out for over 24 hours while we were guests. It worked intermittently the remainder of the time. I am shocked this hotel is part of the Sheraton brand.
March 29, 2012
Rated 5 out of 5 by Tony2011 Great location
I stayed at this hotel several times when I get to San Juan. The location is great if you want to be in the Old San Juan area, which I belive is better than staying at the Condado or Isla Verde. just walk out of the hotel and you are in front of the port and go up the hill and you are in Old San Juan with the many restaurants and shops. I highly recommend AireNumo restaurant located at 102 Calle Luna, great food, great service and very friendly owner.
April 13, 2013
Rated 3 out of 5 by Larry787 Nice hotel/Nice location
Great location and nice hotel overall. There is really not much special about the hotel other than its location in Old San Juan. Staff is friendly, check in was easy and fast, room was very clean. However, elevators take time to arrive and need a cleaning. Main entrance is unmarked off the Main Street an difficult to locate. No electricity on the second day (staff stated it was city wide but everywhere else we went had electricity).
July 6, 2013
Rated 4 out of 5 by Garciale1209 Sheraton San Juan
The hotel is very well located in central old San juan. Close to restaurants and places to visit.
The hotel in general condition is good, the hotel feels safe and there is a lot of security around.
My only complaint will be the bed wich in my opinion was too soft. But also concave, seems to me that need a new matress.
The breakfast buffet food is ok. QUality ok but a little overpriced considering there are a lot of options around the hotel.
December 17, 2012
Rated 5 out of 5 by Betty04 Great Hotel
This hotel was great. My husband and I
travel the world extensively and were so impressed with the customer service - from checking in with Sibelia -her smile and cheerfulness- to checking out with
Marco-his helpfulness and friendly attitude, which means so much to us. The
hotel was very close to everything and very clean! Highly recommend this hotel!!
September 10, 2013