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 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 5 out of 5 by Lalita best location
great.location and amenities
October 26, 2012
Rated 5 out of 5 by Melissa68 Great experience for pre/post cruisers
The Sheraton is in a great location. You can walk to everything around Old San Juan, including the pier for your cruise. Staff was friendly and very helpful. Breakfast was great and so was the Chicago Burger place.
October 21, 2012
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 5 out of 5 by tati51 great location
first time staying in old san juan and it was an excellent choice - the hotel is located near the docks where cruise ships arrive - you can take the ferry to catano for the barcardi visit - you can pick up the trolley a block over - the hotel has two great restaurants but there is an abundance of restaurants throughout to satisfy everyone's taste -
October 5, 2012
Rated 4 out of 5 by Karen31 Great Location
This hotel has a great location in Old San Juan. We had a balcony room facing the bay and it was lovely. Hotel staff was outstanding and we thoroughly enjoyed our 3 night stay.
September 30, 2012
Rated 2 out of 5 by HGA1 could not sleep
My room - 812 was next to ice machine. Machine was running all night and I could not sleep. I tried to change room was told hotel was full. Nothing else was offered as a result not even an apology.
September 20, 2012
Rated 3 out of 5 by Guido12 Dissapointed
I made a reservation for my wife. Days, prior her arrival,( since i was going to be away) I have confirmed with the hotel reservations that all was fine. On her arrival, they gave her a hard time ,she was informed she couldn't stay (although she had all the documents). (also, she had stayed there 2 weeks ago ). In addition, if she stay she had to pay a full night ( booked on cash and points). After a while, all was cleared. When she went to her room and lay down to rest, under the covers. She suddenly noted that her shorts were all wet. Mattress and linens were all wet with a dry cover. Although the staff did not provide a reason as to why, it appears that the bed was made up but never changed the linens for the new guest. (unhealthy and disgusting) .
September 13, 2012
Rated 4 out of 5 by lind location
close to airport so that a cab was not too much/ casino good
September 13, 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 3 out of 5 by Manju Great Hotel, AVOID the CHICAGO BURGER CO.
Great location, nice hotel, easy to check in, would stay at this property again...but will AVOID THE CHICAGO BURGER RESTAURANT...Yes, I know it should go without saying to avoid something named 'Chicago' while in 'San Juan', but we wanted something easy for our last night.
Rude staff on the phone, they had a hard time paying attention ('Hunh' 'What' 'Say That Again'), no prices or menu in the room, just a phone number. When I get downstairs, I find out 2 burgers and fries cost $43.75. Room service prices for same items plus drinks was cheaper, so I told them to keep it. They told me "Hotel prices. Deal with it."
After ordering and enjoying room service (and finally calming down) the hotel F&B mgr calls to ask what went wrong since she oversee's that outlet as well and then proceeds to lecture me on their pricing systems...I finally asked if her goal in calling me was to solve a guest issue or to badger me into paying for the overpriced burgers. In the end, the overpriced burgers weren't on my room bill, but I am watching our credit card to be sure they don't try to charge us later.
The burger place was empty and the two 17 yr old sous chefs in the back were playing on their iPhones and joking with the servers when I walked in, so I don't think being busy had anything to do with it.
F&B is supposed to be an amenity, but this place is no help to you or your brand. Plus, it was obvious that the F&B manager was trying to explain and defend rather than inquire and resolve. Nothing good ever comes from further aggravating a guest who is already upset by trying to explain and debate a pricing structure. I've already paid for your hotel and room service! Apologize and move on.
To further prove the point, I have now made 3 HIGHLY NEGATIVE reviews of your property...Expedia, Yelp, and here. Maybe I'll add Trip Advisor and Facebook next. Usually, I don't leave any reviews but a bad experience made worse by the F&B manager has now generated 5 negative reviews. You do the math.
September 5, 2012
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 3 out of 5 by sharin99 honeymoon reviews
The Sheraton was not what we thought it was once we arrived. The rooms are old fashion & location already had construction work going on. It just wasn't what we saw on web-site, needs to upgrade!!
September 4, 2012
Rated 4 out of 5 by Litoindc No SPG Platinum Upgrade
As an SPG Platinum member, I was not offered an upgrade, which was dissapointing, because it was available. When I return to PR, I will not be staying at this hotel again.
August 26, 2012
Rated 4 out of 5 by Bob248 Somewhat dissappointed
Although the rooms (we had 3) were allright they were all not available by the 3pm check in time dispite a promise from the front desk. We were coming off a cruise and left our bags at the hotel about 10 am and were promised the rooms would be ready by 3pm.
August 24, 2012
Rated 4 out of 5 by Miru Good location
The hotel location is in a short walking distance from good restaurants and historic places to visit.
August 23, 2012
Rated 5 out of 5 by Verified Reviewer 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 4 out of 5 by Shar78 Outstanding Customer Service
The staff was outstanding, friendly, accomodating and very professional. Room was nice, clean and great view of the harbor and fort.
August 13, 2012
Rated 5 out of 5 by rebecca5 Great location
The hotel is in a great location, very clean and nice staff.
August 13, 2012
Rated 2 out of 5 by dontdoit not pleased
was treated differently..check in was selective and delayed also wasn't greeted the same as other guests & wasn't made aware of the hotel amenities...overheard about computer, pool, spa, etc from greeting of guests who checked in after
August 11, 2012
Rated 5 out of 5 by Lexus07 This hotel has a great staff
Very friendly and hard working staff. Very
August 10, 2012
Rated 5 out of 5 by DANCER952 EXCELLENT AND FRIENDLY STAFF
YOUR STAFF EXCEEDED MY EXPECTATIONS AND IF THERE WERE ANY PROBLEMS OR QUESTIONS, PROMPTLY ADDRESSED THEM. THE STAFF ADDRESSED ME BY NAME AND IT MADE ME FEEL VERY SPECIAL. I WANT TO THANK YOU FOR THE BEST BED I HAVE EVER EXPERIENCED IN A HOTEL STAY. IT WAS ACTUALLY ACROSS THE STREET FROM CRUISE TERMINAL - EXCELLENT.
August 9, 2012
Rated 2 out of 5 by Frank345 Fix the vending machines
Vending machine on 3rd floor would not take money; the one on 9 floor took the dollar bill, but didn't give soda, returning 20 dimes; the one on 4 floor took the dimes, but didn't give soda or money back. Had to go to first floor front desk to complain and got the soda from a resturant on second floor. I just wanted a coke, but spent over 30 minutes. Also one of the two elevator constantly out of order and the swimming pool is really small.
August 7, 2012
Rated 5 out of 5 by JimmieJL7 STAY WAS GREAT
This was my second stay at this hotel and again it proved my expections in all areas
staff helpful and friendly, room clean and well maintained,food ok, check out process was fast (express check out) I will indeed stay in this establishment on my next visit, using the special rate.
August 6, 2012
Rated 5 out of 5 by CRUISINGRULES GREAT LOCATION FOR PRE-POST CRUISE STAY
GREAT LOCATION , WALKING DISTANCE TO ALL THE OLD SAN JUAN ATTRACTIONS. THIS HOTEL OFFERS IT ALL ! VERY PLEASED , WE WILL BE BACK !! ROOF TOP POOL AREA WAS AWESOME
August 2, 2012
Rated 1 out of 5 by Grande Cleanliness Issue.
Staff was coordial but not warm or very concerned when cleanliness of lined and towels were brought to their attention. Towels and bedsheets had stains that were very visible.
July 30, 2012
Rated 4 out of 5 by rarehero Jesenia was helpful
It was a nice hotel in a nice location. Jesenia was very helpful. The pool and gym were okay. The casino was fine.
July 26, 2012
Rated 5 out of 5 by JOSELUIS Excellent Hotel
The Sheraton Old San Juan is a excellent hotel. Nice swimming pool with jacuzzi, the gym and Palio Restaurant are great. The front desk give me a excellent attention. The room services was fast and the food was delicious. I will recommend this hotel to everybody. Also the hotel is pet friendly and the Casino have a lot of slot machines.
July 11, 2012
Rated 4 out of 5 by sam2012 Good Location
Great location in Old San Juan. The staff was friendly and the rooms were clean. The only complaint I have was that my room was under the gym which anytime anyone got on the treadmill you would think the ceiling was going to come down, not pleasant at 0430 am, so don't stay on the 8th floor
July 2, 2012