Rated 5 out of 5 by Crustybucket Outstanding hotel and staff
Checked in and Customer Service was able to give us a fabulous upgrade. Room was far exceeding our expectations. Concierge gave us superb service in his recommendations for seeing and doing what we were interested in. Overall I would rate this hotel 6 stars (out of 5).
November 25, 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 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 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 Penny319 Excellent Service
I've stayed at this hotel twice and the staff is super friendly. I truly appreciate their customer service. It's a pleasure staying at this property and location is perfect.
October 25, 2013
Rated 5 out of 5 by Vicki222 Very nice hotel!
The rooms were clean and nice. The rooftop pool area offers great views out on the water. Everyone on the staff was friendly and helpful.
November 25, 2013
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 5 out of 5 by Atltraveller Weekend stay
Convenient location with local food, museums, shopping, and strolling
Beautiful bay view
Comfortable clean rooms
October 27, 2013
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 5 out of 5 by BIKERBUD Best Sheraton in San Juan
Spent two nights in this hotel prior to a seven day cruise. My daughter has special medical needs and had supplies delivered to the hotel prior to our arrival. Everything went well without a glitch. I emailed Mr. Vitale the manager and received a very prompt response not just from him personally but from the assistant manager as well . The lady at receiving (apologies for forgetting her name) was very reassuring. Front desk/concierge personnel couldnt be any more accomodating. They gave us accurate/reliable info which was so very helpful. We had several luggages and boxes which we left with them prior to our trip and picked them up upon our return without questions asked The man that really gave me the best impression is the bellhop by the name of Diaz.. He personified the ideal "happy", "i love my job" employee which we see very little of anymore.
The lobby may be small in comparison but I felt that this was adequate for our party of 10. We mostly used the quiet extesion on the main lobby with very comfortable chairs. The second floor terrace of the restaurant was a time and place to remember for us. A guest does not have to order anything to use the terrace. Its best during sunset . The breeze and the view was spectacular.
We stayed at another hotel by the convention center after our vacation and boy was there a difference in the atmosphere, the overall culture and attitude of the staff. I will definitely check into the Old San Juan Sheraton before considering others when I return.
June 27, 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 LauraMT Helpful staff
This hotel had an extremely helpful concierge staff. They printed out maps and directions for any place we were looking to go and gave great advice on what to see.
The only complaint I have about my stay there was that my room was not cleaned on the 2nd of 4 days that I was there. Two towels were dropped off in the room but nothing else was done and I did not have the "do not disturb" sign on the door. When I called the front desk that night, I was told the supervisor would get in touch with me but no one ever called back. I mentioned this on check-out and was given SPG points to compensate for the incident.
May 4, 2014
Rated 4 out of 5 by Takis Not bad
Strengths: location, Location, LOCATION. Wow! Couldn't ask for more. Instead of going into detail, do a little research and discover for yourselves! The room is comfy and cozy; the pool is nice; Palio restaurant is good. There is a beach within walking distance: Capitolio. There are no facilities or lifeguards and it isn't resort-quality, but its wildness is appealing and the water is clear and cool and oh-so-wonderful! Oh, and don't forget to take a free trolley.
Weaknesses: the room card/key doesn't work well in the elevators. Others were having this problem. The rug in the room is dark and mysterious--who knows what (or who) dwells in it! The bus system is lethargic and we were going to go to Escambron Beach, the nearest "equipped" beach, but the utter lethargy of it all drove us to walk to the nearer--yes, wilder but still beautiful--"Capitolio" beach.
May 25, 2014
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 3 out of 5 by Lori34 The hotel was in a great location.
The hotel was located in old San Juan and you could walk or take the free trolley to most places. The pool is very small and they never had any towels. Also people were spilling drinks in the hot tub which was really gross. They shouldn't allow alcohol in the hot tub.
April 2, 2014
Rated 5 out of 5 by Hanadiverse Great Hotel with amazing staff in a great location !
Love this hotel! This is our second time staying at Sheraton and will definitely be back! The staff is super nice the rooms are clean and spacious and the location is the best in San Juan!
May 29, 2014
Rated 5 out of 5 by MaineVisiter Great location, Outstanding Food and Spectacular Service!
Absolutely best hotel to stay in if you are going to San Juan. Located in Old San Juan it is the only name-brand chain there. Hotel was clean, employees were friendly, room was perfect and the casino was nice. We ate in both the dining room and the Chicago Burger restaurant located in the hotel. Food was great in both.
March 24, 2014
Rated 1 out of 5 by JRGold The Worst I have stayed at
This is the worst Sheraton I have stayed. The
front desk staff was very unfriendly, inexperienced. I was double charged for
my room and over limited my credit card.
Waited 3 hours at check in for a clean room
when others were allowed to check in.
Was woke up at 4am by hotel security for
the room next to me, was told by the front desk
it was a simple wake up call.
March 18, 2014
Rated 3 out of 5 by Amy48 A little disappointed...
Check in was to be at 3 and room not ready until 5pm, the screws to the dead locks kept falling out, the panels were broken on the window/door, and the swimming pool is small. Not enough area to sunbathe. The closest beach is 25 minutes away and we were told that a shuttle would transport to and from the airport...not true. We were disappointed.
March 16, 2014
Rated 4 out of 5 by Leony Hotel is located in prime location in Old San Juan
Great Location for all historic site in Old San Juan....
Clean and well maintained room
May 28, 2014
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 rachel1123 Wonderful Stay
We had a wonderful stay - the staff was awesome. We must have been upgraded and the room was beautiful. Thank you for making our last night in San Juan comfortable and memorable.
March 24, 2014
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 5 out of 5 by Sfruth This the THE hotel to stay at
This was our first visit to Puerto Rico, and not having a lot of traveling experience, we were so warmly greeted and felt welcomed, esp by Luis D right at the door !!! He and the hard working bellman were always there to answer questions and direct us in the right direction!
March 9, 2014
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