Rated 1 out of 5 by UnhappyCustoner Worst experience so far
The bad experience started at the time of checking in. The receptionist checking us in, has been the worst I've ever dealt with. She was unresponsive, unmotivated and kept reminding how she would be doing me a favor by asking me to wait for 4 hours for my reservation. I don't ever foresee myself at this property ever again not will I ever recommend this to anyone. I will however make it a point to go out of my way and warn my friends and family due to this experience. Apparently the hotel doesn't have a dedicated housekeeping staff.
May 27, 2016
Rated 5 out of 5 by BarryNY Great location. Great views
Hotel is in the heart of Old San Juan. Close to great shopping, locals, restaurants, the fort, cruise pier, and Condado Beach area.
The grounds are well maintained. The staff is friendly and courteous. Nice gym and pool area. Great views. Not too long of a drive by taxi or rental. Valet parking on property. Excellent elite recognition. I greatly appreciated the room upgrade. Rooms are spotless, lobby is spotless and smells great, furniture is new and in good repair. Great views from the balconies. Located in the heart of old San Juan. Everything is in good walking distance. I highly recommend the hotel. Staff was a pleasure to deal with.
April 19, 2016
Rated 3 out of 5 by WMartinez Totally Average hotel.
Booked a reservation for 2 nights. April 13-April 15. I called on the 11th and asked if I could check in early in the morning and I was told "yes we have rooms", which I found odd since I work hotels and the hotel shouldn't compromise on offering a check in at a specific time before the standard check in time. However, trusting what I was told, I booked the reservation, on the ETA I put 10am, also called the night before to verify and mentioned AGAIN that I was checking in early, and I was told it was okay.
When I get there at 10am on the 13th, they didn't have any coments saying the ETA (which I put it on the reservation), the room was not ready. I was told that usually they have low occupancy on weekdays but they ended up closing the night at 100%, which is fine, but where is the communication and honesty when I called even the night before at 10pm?? (this is why the hotel shouldn't compromise). I was expecting to get the room at 10am so I could rest because I had to work at 11pm that day. I was told I was going to get a call when the room was ready, that it was going to be soon and deffinately before 3pm. At noon (2 HOURS LATER) I went back to the FD, I was told by the agent the room wasn't ready, that I had to wait probably 2 MORE HOURS! I thought she was joking but she wasn't. I ended up getting my room at 3:28pm to be exact (5 HOURS AND 28 MINUTES LATER-even 28 mins later the standard check in time) meaning I had to cut my sleeping time to the half. I had to literally sit at the pool under the heat and some time at the lobby, SLEEPY AND BORED!
The Staff at the FD: they could use a smile more often. They don't seem to genuinely care about the guests nor customer service oriented. When I got the room, no manager apologized, and the agents didn't even say "I apologize for the inconvenient" AT ALL!
The property: rooms aren't bad. From 1-10 I give it a 7 or 8. The public areas could use some love. The pool is depressing, super small, barely have space for chairs, with just a few guests (15 the most), there will be no seats left to sit at the pool.
This is a hotel that you could book if you want to be in old San Juan and only need the hotel to sleep. If you are very strict with hotels, this may not be the one.
April 16, 2016
Rated 4 out of 5 by Smagreendou High quality hotel with excellent room and great location in Old San Juan!
I love the hotel for its location and I can get local food and hang around the small refined craftsman shop nearby. And also the hotel is near Historical Site which is super super amazing. Also the room is very clean and comfortable and the house keeping service is quite good. BTW, love the apples at the front desk!
March 25, 2016
Rated 2 out of 5 by Clydefrog311 Bad Hotel
This hotel is all about location. Everything else is mediocre at best. Every time I check in, the room is never ready and I have to wait roughly 30 mins for it to become available. There is absolutely no SPG recognition and rooms and given on a first come first serve basis. Furthermore the ongoing constructions starts at 9am and goes on until 4pm making it impossible to rest peacefully. The staff is generally helpful but show a don't care attitude more often than not. This will be my last trip to PR and my last stay at this Sheraton...thank God.
March 6, 2016
Rated 4 out of 5 by JTNYC74 Convenient Location
For those wanting to have easy taxi free access to Old San Juan this harborside location can't be beat!
February 23, 2016
Rated 4 out of 5 by Dianeb Very nice hotel .
Although a bit dated, and nothing fancy, this hotel met all of our needs. It is clean, and the staff is very friendly and helpful. The hotel is conveniently located across from the bay where the cruise ships dock and it is easy walking distance to anything in old San Juan. As a Gold.member , we were upgraded to a two room suite, an though there was no view, it was nice to have space to stretch out. There was a good coffee maker and small fridge in the living room portion of the room, as well as a second tv and it's own thermostat in addition to the sofa bed.the pool is small but nice and located on the rooftop so good view and nice breeze. Plenty to do in the surrounding area and I would recomend a walking tasting tour to get a feel for the neighborhood. We felt safe walking at night.
February 22, 2016
Rated 3 out of 5 by rjb1311 communication upgrades needed
The hotel is undergoing some remodeling which was unfortunate for the group of us staying at the hotel. Construction started at approximately 6:30 every morning. The casino was removed without any notification to people that had booked prior to the removal. The hotel admitted that the SPG website had the information erroneous but refused to help until I contacted SPG who then called the front desk manager. The good news is that the hotel is located in a great spot for local cuisine and some beautiful scenery. The interior of the hotel looks great and the rooms were very nice as well. We stayed in a room with a queen bed but the couple we traveled with had a balcony and small entrance suite. I recommend upgrading to the balcony room if it is in your budget. The rest of the staff was fantastic except for the before mentioned front desk manager, even though she did finally step up after SPG had to call her, it took about an hour away from my vacation to handle the issue and I had the other members of my group very upset since I recommended this hotel and they all wanted to gamble at night before going to bed. So, make sure the construction is over before you book unless you get up at 6:00 AM on vacation.
February 21, 2016