Rated 2 out of 5 by StarwoodObsessed Not what you would expect from a 4-Diamond Resort
Had to wait an hour before we could check in, there was a dirty sock in our room, breakfast wasn't served in the lounge two mornings, the pool was closed for two days to remove glass that shattered, the ATMs were out of cash and since nothing is close by you have to take a taxi to get money (roughly costing $15 each way). Charges were on our bill that shouldn't have been when we checked out (valet when we didn't have a car)... be careful that things aren't added. The food quality for breakfast and appetizers at night was poor to say the least and the selection limited. This really wasn't what I was expecting from a Sheraton. Hugely disappointed for the one vacation I get a year. The one outing that we scheduling through the hotel concierge was over priced considering lunch wasn't included and we had to wait an hour to get our $30 lunch that consisted of mozzerella sticks and fried plantain. Due to the late lunch (3pm) by the time we got to the beach the sun had gone down. There were 15 of us packed in to a van for an hour ride home. Would not recommend the hotel sponsored activities.
June 4, 2012
Rated 5 out of 5 by Lorraine49 Father's day
I love the pool area, and the food there, exellent, at the bar the staff was very courteous. I have a situation and the manager was a great help.
I will return for another weekend...
June 17, 2014
Rated 1 out of 5 by glencho98 Customer Service Missing
Under staffed, room was not cleaned until asked to so. Lounge Club's food was unappetizing and cheap. Wil never pay the premium again because it was not worth the extra money. In addition, around 9:30 pm, a Hotel Supervisor came to our room to tell us that we were talking and laughing too laud. We apologized and he continued talking about how he can order us to be kicked out of the room if he needed to come a second time to our room. He was very rough and unprofessional for a situation that was solved immediately. WIll not ever recommend ever this hotel for business person or tourist.
September 24, 2012
Rated 1 out of 5 by Mked56 Avoid this hotel at all costs!
No tv service, staff at guest relations lies about facilities available, unable to control unruly drunk guests, elevator broken, plumbing issues, no heat in building. Avoid this hotel at all costs!
March 12, 2013
Rated 5 out of 5 by SusieM Great Stay
I frequent this hotel for business and find the service consistently good. The staff is always pleasant, my room is clean and comfortable and I have a nice time while I'm there.
August 13, 2012
Rated 5 out of 5 by Jorge26 Outstanding
The Sheraton Puerto Rico Hotel & Casino is The BEST! Everything from the staff to the room to everything was OUTSTANDING.
I will return and recommend this hotel to everyone.
February 11, 2013
Rated 5 out of 5 by Azazelhell Great Business & Vacation Hotel
Restaurants were great, pool was a welcoming site, peaceful place. High security and professional personnel . Meet people and make new friends. If you know what I mean lol.
July 26, 2012
Rated 5 out of 5 by Pawel Perfect place to stay in San Juan
Very good location near Old San Juan and many other attractions. Really good service and very friendly and professional staff. Good food, and amazing view from the pool.
February 14, 2013
Rated 5 out of 5 by Tashito1975 This Hotel has the best customer service
The service is great,!! an the infrstructure is good, The location maybe is one of the things to consider, but you have rental car options or cabs anytime you needed.
February 22, 2013
Rated 5 out of 5 by Cat20000 Platinum SPG
I enjoyed my stay very much, everything was good, the new China reataurant is great. The location is perfect to get to most areas of San Juan, I will be back in July.
February 24, 2013
Rated 5 out of 5 by xamdu Great place to stay and relax.
This hotel was very clean, and very confortable. The staff was friendly and attentive to my needs. The location was convenient and the amenities were just right.
May 3, 2013
Rated 5 out of 5 by John1213 Recent syat
The pool area needs some umbrellas or shade in spots. The direct sun is to strong.
The casino bar didn't have the liquor I wanted. I had to go to the main bar.
April 9, 2013
Rated 5 out of 5 by EEE2735 Awesome
This property and staff exceeded my expectations. Truly they are deserving of 1 more Diamond to make them a 5 Diamond property.
June 24, 2014
Rated 5 out of 5 by Barb05 Great for a scape
It's one of the best location in the area. Great place to dine. Love the commodity of the bed, and nice TV programming, felt like i was @ home.
July 2, 2013
Rated 5 out of 5 by DK4060 This hotel is in the right location for business
I could not find anything negative about my stay at the hotel. I just did not have time to uterlize all that was available.
April 14, 2014
Rated 5 out of 5 by ismael101 this hotel its on a gread area
minutes from old sanjuan, condado and plaza las americas.
gread places for dinner early nigth not necesarry at late night
March 5, 2013
Rated 5 out of 5 by tito23 Excellent hotel
This hotel is in an excellent location. Beds are very comfortable. Rooms always clean and elegant. Staff is excellent
March 9, 2013
Rated 5 out of 5 by rocket2 fire alarm system
The fire alarm system in my room got activated probably caused by the hot water vapor after an early morning shower.
June 19, 2013
Rated 5 out of 5 by jon1300 excellent staff
Had a small hiccup at check in but the staff was more than willing to help thank you for you excellent service
August 5, 2013
Rated 5 out of 5 by carlrrodz Excellent
As always this hotel exceeds my expectations and they always honor my Gold Status privileges.
February 19, 2013
Rated 5 out of 5 by stmo Excellent Hotel
We really enjoy staying at this hotel, is very nice and the customer service is the best!
February 4, 2013
Rated 5 out of 5 by supergirl52 This hotel is 5 star plus
Overall, the hotel was exceptionally customer friendly. My every expectation was met.
October 22, 2012
Rated 5 out of 5 by cjfmpr Excellent as always.
Had a lot of fun for during the San Juan Night festivities.
June 26, 2013
Rated 5 out of 5 by AbrahamGT great staff!
Loved the staff and the beds were incredibly comfortable.
September 24, 2012
Rated 5 out of 5 by tony5229 room with a view
suite 1101 has a 5 star view of san juan bay
January 28, 2013
Rated 5 out of 5 by Zory children friendly
Room service should be more diverse
February 24, 2013
Rated 5 out of 5 by linstan Pools
Liked the pool area and outdoor bar
February 21, 2013
Rated 5 out of 5 by Disqeet This hotel has great features
Awesome endless pool and casino..
July 4, 2013
Rated 2 out of 5 by 2LNR Keep wanting to like this hotel but too many problems with poor follow-up
I use this hotel for business. Each time I am there is yet another issue(s) that just keep making me so frustrated.
For my arrival last week, I had a relatively new person check me in. While he greeting me as a Platinum, he didn't seem familiar with platinum benefits or how to handle a conflict with my companies breakfast. He said that someone would call me in the am by 7:00am. No one called. I went downstairs to inquire and no one knew what to do. Later that morning, the very nice and knowledgable Cynthia called, but I had already eaten breakfast.
Later that day, I went down to say that I had not received my "green card" for opting out of room cleaning. Was told no problem, I'll go ahead and post the 500 points. Even after double checking before I checked out, no points ever posted. I tried calling just yesterday to try and resolve and after being transferred 2x and on hold, I just gave up. Congratulations, you win. Keep the points.
Prior stays have included the room category books not being available at checkin and disappointment when staff doesn't contact you after being told someone would.
Again, I keep wanting to like this hotel, but it appears that the cruise customer is their top priority and that if you are there on business you are an annoyance.
April 23, 2014
Rated 5 out of 5 by Billy Great Hotel
Great hotel good expirience
February 5, 2013