Sheraton Puerto Rico Hotel & Casino

  • 200 Convention Boulevard
  • San Juan,
  • Puerto Rico
  • 00907
  • Estados Unidos
  • Mapa

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Rated 3.9 out of 5 by 406 reviewers.
Rated 5 out of 5 by 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 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 Excellent as always. Had a lot of fun for during the San Juan Night festivities. June 26, 2013
Rated 5 out of 5 by great staff! Loved the staff and the beds were incredibly comfortable. September 24, 2012
Rated 5 out of 5 by room with a view suite 1101 has a 5 star view of san juan bay January 28, 2013
Rated 5 out of 5 by This hotel has great features Awesome endless pool and casino.. July 4, 2013
Rated 5 out of 5 by Pools Liked the pool area and outdoor bar February 21, 2013
Rated 5 out of 5 by children friendly Room service should be more diverse February 24, 2013
Rated 5 out of 5 by Great Hotel Great hotel good expirience February 5, 2013
Rated 5 out of 5 by Was a excelent expirience Was a excelent expirience April 3, 2013
Rated 5 out of 5 by Quick Visit - Very Relaxing Great Room and very clean. I order room service and the server was very formal and professional. May 20, 2014
Rated 2 out of 5 by Expensive, spotty customer service, but good location to get to the convention center Let's start with the good things first. The hotel is located within walking distance of the convention center. The design of the lobby was breath taking. The patio and pool were gorgeous. The front desk staff were warm and helpful, as were the housekeeping staff. Now the bad: The cost of the food options in the area is atrocious. Neither the quality nor the service were worthy of the cost. One day we sat at a restaurant and waited for 30 minutes and no one came to acknowledge us. We left and drove to a restaurant further from the convention center. Another instance in the bar, the DJ slowly raised the volume of the music to the point where we had to plug our ears. No one came by to check on us. We had to go to the bar to ask to pay the bill which took about 20 minutes to finally settle. The service was consistently slow. You’ll wait a long time for them to take your order, bring you your food, to take your food, to take your payment and then return your cards. It was flabbergasting at first, but somehow we got used to it. Most (but not all) of the servers had ambivalent, cold attitudes, which was hard to swallow when having to pay such a high price for everything. I felt trapped in this district and felt like I was being taken advantaged of by the pricing of the food. The service and quality was WELL below what I would expect from this price point. I would never return to this country based on my experiences at this hotel. October 16, 2012
Rated 4 out of 5 by This hotel could be better I stayed in a "Club level room" -- and while the club lounge was nice with great amenities, the room I stayed in was smaller than most Sheraton rooms in other hotels and quite ordinary. The dining room was average, but I do want to emphasize that every staff member was fantastic and I was there for 4 days so I met a lot of the them, The internet connection in the business lounge was deplorable -- that needs attention. May 10, 2014
Rated 2 out of 5 by Sheraton Convention Center - San Juan The Pros 1st: -Fitness Center is great. -The employee that took the our order at the pool was great. But she was the only one for all the people at the pool. The fails: -At my check in I requested a room change, and in the counter said that there no problem for that...I wait almost two hours, I went to the counter again, and they told me that rooms are not ready yet. I give up! In my room the bed was dirty with spots, also the wall. -Next day I requested breakfast to my room, it took more than an hour to serve the breakfast. I called asking what could be the problem, and they told me that they suffered a problem with the order system. March 30, 2013
Rated 5 out of 5 by Fun in San Juan Overall, a fantastic hotel with solid amenities! I really like the location as it is away from all the hustle of San Juan. Customer service was Outstanding and recognition as a Gold Member was equally impressive. The pool area was one of the best seen to date, but the only criticism was the cleanliness of the pool itself. It was not crystal clean as expected and the Spa needed some attention...perhaps more chemicals, or something. But, as stated, the ambiance was second to none. Also, the Club Lounge was great. Thanks for an excellent stay. Also, why only single bathrooms in the reception area...kind of strange for such a large area??? July 27, 2012
Rated 4 out of 5 by My stay Staff was incredibly welcoming and anxious to help Asked for door repair and extra towels on 1st day never happened Most of the food was poor to fair. Choices was acceptable, but way overpriced. You can not have a buffet with only one entrée choice and yet charge $20-25 Internet outages on conference floor were a MAJOR impediment 2nd floor conference facilities were outstanding May 12, 2014
Rated 1 out of 5 by Check in was a mess! I paid two months in advance for my room. When I got there the staff told me check-in time wasn't until 3pm. It was 2:30pm when I got there. I told the staff it was no problem that I would go have lunch and the room should be ready by then and she said yes. I came back in 30 min and the room still wasn't ready and the staff couldn't tell me how long it would be before the room would be ready. We didn't get into our room until 5:30pm after flying all night long to get there! I tried calling the corporate office, they couldn't help and I tried speaking with the manager who was never available. My money was non-refundable. When I asked about going to another Sheraton property that request was ignored. For the inconvenience I was upgraded to a suite. When I got to the suite, there was no linen for the second bed and there was none in the closet. When I called housekeeping they said they would send it up. We waited for over an hour for the linen. When I went to check the staff said they ran out of linen for the bed as well as towels. For the amount of time it took they could have went to a sister property and got the linens. The staff said that they were full from the night before, but didn't apologize for any inconvenience. I felt as if I was inconveniencing them by asking for a service which I paid for two months prior. The one thing that made it worse is that I was travelling with my Mom who is a senior citizen and my two children; one of which needed to take an asthma breathing treatment. My kids wanted to go to Hawaii next summer and stay at the Westin Maui, but I'm reconsidering that based on the lack of service and care I recieved while in Puerto Rico! September 7, 2013
Rated 5 out of 5 by view view was spectacular from the room. wish the balcony in the lounge was open though. May 18, 2014
Rated 5 out of 5 by Great hotel, great stay Clean, comfortable, good food and great staff. May 18, 2014
Rated 5 out of 5 by I felt like a celebrity! I spent the weekend at Sheraton following my cruise. it's only 5 mins. away from the port and you can even see the ship from the hotel. I wanted to celebrate my birthday with about 20 other guest at hotel . I spoke to management and they went out of their way to make accommodations available for me and the chef worked with me to prepare a spread within my budget. it was better than I could have imagined. they had set up a section just me and my guest that was setup to make me feel like a celebrity. Overall, everyone I came in contact with was very courteous and welcoming. My Jr. Suite was well appointed and comfortable. Thank you again Sheraton San Juan. September 25, 2013
Rated 5 out of 5 by 5 Night Stay in May- World Forum We stayed at this hotel for a week in May for a conference. It is a busy place, "well used". The staff do a good job maintaining the site. The carpet in the rooms is highly trafficed- and the furniture is far from new- but again the staff attention to cleanliness and guest needs makes up for the wear. The pool is wonderful, again well staffed with great attention to detail. The view from the 12th floor club lounge was great, and made for a wonderful breakfast venue. I was in PR to attend the World Forum on Early Care and Education. There were over 800 participants and the hotel staff handled the population flawlessly. Each snack and supper buffet was beautiful and the food was fresh and tasty. They did everything from keeping frozen juice bars to roasting a pig on a spit... for over 800 people from over 80 countries- a very well done conference- from A/V needs, foods and making people always feel welcome from early morning to past midnight. Fabulous place for a large conference. May 12, 2014
Rated 2 out of 5 by Good hotel but needs attention from management This is a nice hotel located on a quiet and nice area. I never do reviews , but after staying at this hotel 9 times for a total of 21 nights, I think I can be unbiased on my experiences. In a nutshell nice facility average service from the front desk. I have only ordered room service once good presentation quick service . My main issues with this hotel are room cleanliness and noise levels after 12:00am. I have been traveling for years and the only times I have called the front desk to complain about noise all 3 times have been at this hotel. Management needs to ensure that guest understand the rules and regulations of the hotel at the time of check-in and the hotel needs staff to enforce those regulations. For a hotel with a casino on site security ( surveillance via CCTV ) is not existent unless you are in the casino area. Why is this important for me. With more video survellliance less security Guards needed to have control of the elevator areas and hallways. On my last stay from July 10 to the 15 hallways where raceways and elevator areas dance clubs, the Bussines center was not available for Bussines it had at least 15 kids in there just playing different music from each computer and been just loud . I needed to print an important paper and the printer was jammed . Contact front desk and after been 25 minutes waiting for the printer in what I can only compare to an Internet cafe I once visited in Thailand I just decided to do my printing the next day. This happened at 11:45 pm after been in my room for 30 min trying to relax and see a movie the races at the hallway and people screaming and dancing by the elevators was too much and I decided to go to the only quiet and organized place in the hotel , The casino!!!! No joke, I wish I was joking. Now let me tell you about the rooms, nice contemporary furniture well arranged, beds are really comfortable. only problem is that at 90% of the rooms I have stayed furniture has been damaged stained or just broken. It is sad to see this at a hotel of this caliber management should impose penalties to those guest that damages hotel property, and if the management is doing this, then they should replace this furniture before the next guest is allowed into the room. My last comment is with the cleaning staff they need supervisors to check that the rooms are 100% clean and up to par with the prices of the rooms . All I can think of is that I have no luck and that they just try to clean the rooms I have been in 10 minutes before I arrived and they did a really bad job . With proper supervision that can be fixed . If management reads this contact me, I will be happy to share all the pictures I have about the above mentioned . Rs July 15, 2013
Rated 5 out of 5 by Perfect for conference events Enjoy great service while focusing on your event. Good sound system in the main ballroom and convenient breakout rooms gives organizers a lot of flexibility. Choices, the onsite restaurant, offers a tasty selection. Bus and taxi service to take you into the city and Old San Juan for more choices. May 11, 2014
Rated 4 out of 5 by lovely hotel We stayed here the day before leaving for a cruise. It was a great location for ease of travel from the airport and to the pier. We would stay again. Just a few things that were negatives. Beware of checking in late on a Friday or Saturday night. The lobby bar tuns into a club and the music is so loud you can barely here the person checking you in. We checked in after midnight and were tired from the trip. Having the music so loud wasn't a warm welcome. Also do not believe the prices fo pizza delivery. They advertise a pizza for 26 dollars but in the fine print there is tip and delivery charge added. We ended up paying $40 for a pizza that was disgusting!!! February 15, 2013
Rated 2 out of 5 by At this time I would not recommend this hotel I usually stay every year in this Hotel with my wife. This time the experience wasn't good. We stayed in Room 1119 and overall room was good except the bathroom. The bathroom door didn't locked so there wasn't privacy. Also the bathroom extractor wasn't working. On another topic, I was promised as SPG gold member a welcome cocktail voucher. They never gave me the voucher. Finally, the checkout day, I called from my room to request a bellboy to help us with our luggage. We wait in our room for about 30 minutes and no one came. I went to the lobby and for my surprise front desk never passed the message to the appropriate person. For those reasons, at this time, I DO NOT recommend this hotel. March 16, 2014
Rated 3 out of 5 by New Hotel with an old room feel Hotel design and overall feel is Very Nice and Modern. Asian Restaurant was good a fairly priced, staff was nice and free parking. However, one of the rooms was not ready at check-in time. When we got to our room it was a mess (RM # 746). The bed runners were dirty. Walls were scuffed and there was OPH (other peoples hairs) on the floor and shower. Drawers had paper trash. When we went to sleep, the bed comforter smelled like body odor (pungent) and we had to put it away. I believe that the Hotel was fully booked and they might have slacked on the Job a bit. Maybe understaffed. We never got to use the pool since it was either completely full or under maintenance. July 19, 2012
Rated 3 out of 5 by first of 4 night stay and already writing a review first time in san juan and visiting this hotel... check in was fine but no recogonition for being an spg member at all... courteous staff at front, answered some questions re: internet etc... only 2 towels in entire room ( sorry for two people, need at least another for my face/hands/hair) which i finally received from housekeeping ( along with extra coffee thank you).. room was average, mirrors finger printed and smudgey so wasnt sure of cleanliness)...pool area nice enough, ordered appetizer and a drink at pool bar which i had to wait 25 min for and drink not as ordered.. but biggest complaint was woman in guest services when i called to ask about the spg member complimentary breakfast and she told me i could come to front desk but would tell me the same...NO.... that was just rude and not nice--- unfortunatley im stuck here for the next 4 nights ( with the noisy heater and hearing people next door to me) but will have to make the best of it--- will update review if things change over the course of the trip. so far DISAPPOINMENT March 19, 2012
Rated 2 out of 5 by Very disappointing servi Rarely have service personnel available at service desk; never supply statement for express checkout, causing long waits when trying to depart on time for airport. Bathroom cleanliness sub-par. Pool area closes at 6pm, so not available if you are maintaining business hours, as I do when staying. Service pace in restaurant is terribly slow, even when asking for prompt service. with no restaurant options nearby, this is an awful hotel for business travelers who need reliable and timely service. February 27, 2012
Rated 4 out of 5 by Hotel service & Restuarant I do not like the Resort fee disguised as a hotel service fee at 16% i am not sure what service you provided for this fee. I at at Choices excellent food and good service from Mark & Gabriel especially. May 5, 2014
Rated 2 out of 5 by the lounge is substandard the lounge at the Sheraton San Juan is the worst i have seen. You will not get a glass or wine unless you pay. No reason to stay or even pay for a club loung floor or benefit. Learn from other sheraton hotels May 5, 2014
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