Rated 4 out of 5 by drmtz62 Nice hotel at a great location
We had a very nice stay at this hotel, very conveniently located in Old San Juan. However, when we arrived there was not any valet parking available because they already had a full lot. I suggest that you provide enough valet parking space for all your guests even when there is high occupancy. Thank you...
January 18, 2016
Rated 5 out of 5 by jmaldo89 Very comfortable
The hotel is very comfortable. Hotel staff are very professional and know how to have a conversation with the guests. It was my fourth time staying in the hotel and every time is a very good experience.
January 13, 2016
Rated 1 out of 5 by Donald3217 I am NOT happy
First of all I have to say that when it comes to location you really couldn't ask for a better hotel the hotel is near a lot of tourist attractions in Old San Juan and if you're leaving on a Carnival cruise it's basically across the street again you couldn't ask for a better hotel for the location.
With that said still not sure I would recommend the hotel prior to my arrival at the hotel I emailed the hotel about room location I had a couple other various simple questions I emailed them three times and they ignored me all three times not sure what the point of having an email address if you're not going to respond to your guest? Then I arrive at the hotel I'll admit at first I didn't notice everything we were only in the room and short time but when we returned we noticed multiple housekeeping issues such as the toiletries were not in the bathroom there was a half drink bottle of soda in the refrigerator then we had issues with the Wi-Fi and the AC is on a motion detector so at night when you're not moving and the lights are off the AC goes off so you have to wake up multiple times in the night sweating because the room is so hot and uncomfortable making it extremely difficult to sleep on top of that the hotel is very noisy it's not just the noise on the street but the construction noise as well they did give me a warning whenever I checked in but not until I checked in did they give me any warning that there was going to be construction noise and they told me that I wouldn't have to worry about it because I was on a higher floor but believe me it wasn't any quieter first thing in the morning most people that are in Puerto Rico are on vacation they don't want to get up first thing in the morning then I went to have lunch at the hotel restaurant the service is just horrendous I mean they basically ignored me most of the time clearly this is a pattern in this hotel they messed up my food messed up my order and nobody ever does anything to make anything right there were other things but you get the point then after I left obviously I was very annoyed I emailed the hotel again a few times surprise surprise they ignored me again eventually I was able to locate the owners of the hotel and I emailed that company a few days after that the general manager finally took the time to respond to me but I had the most unusual response you would think at this point after everything that's gone on and after how poorly I've been treated that the general manager would have just said we are terribly sorry we're going to make this right and they would have just refunded me for one night I was only there one night but instead I got an email telling me that he doesn't have the authority basically to do anything he's needs to talk to the Regional Director never in my life have I experienced something like this you're the general manager of the hotel why couldn't you just take care of this he tells me that he needs 3 or 4 more days to figure it out what is there to figure out you have a very unhappy guest and SPG gold pro member a very loyal guest that had a series of issues with your hotel who has been ignored for weeks at this point then you need more time to look into it and this is why I would not recommend this hotel and I know they're going to respond to this because eventually they have agreed to refund 50% of my stay which in most cases I probably would be very happy with but again this is been going on for weeks they've been ignoring me I'm sorry at this point I think the only way I would ever be happy would be a full refund it's only right I was only there one night and it was a disaster the hotel has some serious customer service issues and housekeeping well whoever clean that room that I was in should be fired in my opinion because they did a terrible job and the same goes for the restaurant staff!
December 28, 2015
Rated 3 out of 5 by Jason1968 mis labeled rooms
we booked a one bedroom suite that was supposed to have bay and city views, however when we got into our room, it only had the bay view. we were very disappointed with this since we paid a premium to have both views
November 30, 2015
Rated 5 out of 5 by Brad Staff made for a wonderful experience
Overall, I was very pleased with my stay at Sheraton Old San Juan. The location is excellent for touring Old San Juan, and suite I stayed in was large, clean and comfortable. Of disappointment with the property is the pool. Very small and basic. Additionally, my stay was interrupted by a malfunctioning fire alarm in the middle of the night. This however leads me to the highlight of the property... the staff! They were very amicable and responsive in resolving this issue as well as all other interactions throughout my stay. I sincerely appreciate how they went above and beyond to surprise my nine year old son on his birthday with an amazingly decorated room and wonderful cake. It made for a truly special experience.
November 28, 2015
Rated 4 out of 5 by XSun Nice location
Best hotel in Old San Juan area. Chicago Burger is tasty. Weekend nights can be crowded.
July 29, 2015
Rated 5 out of 5 by zlzoul Nice Location
Stayed here for one night for our stay in San Juan, love the proximity to the old town. The hotel also has some great view to the bay and to the city.
Front desk staff is very nice and helpful, there was a taxi driver strike on our day of departure, they informed us way ahead and provided us several options to get to the airport to make sure we have a smooth departure, thank you guys!
July 8, 2015
Rated 2 out of 5 by PeteSF Not upto the SPG mark, does not feel like a Sheraton
Not a good hotel if you are staying here for more than one night. May be alright if you are catching a cruise and looking for a short term accommodation in old San Juan. It does not provide a Sheraton experience at all. It is a franchised hotel, and it is so obvious everywhere. No SPG amenities. Pool is a joke but casino is okay. The onsite café is the only nice thing about it that serves best coffee/latte. There are good food options, bars and tourist spots near by like Paseo De La Pricessa, the fort and a CVS store within 2 mins. walk. The area is safe and lively, and you can also catch a 50 cents ferry to go to Catania across the bay to the Bacardy factory. Hotel experience itself is a big compromise. We decided to stay throughout 4th of July weekend for 4 nights and regretted the choice we made. If you are catching a cruise then it is the best hotel. Good luck on getting a free elevator when it is near a cruise onboarding time.
One positive things though, the Concierge desk people (Karla and other two staff members) are quite good and you can comfortably book your excursions and plan the activities. We dealt with three people at different time on this desk and they were all very nice.
July 6, 2015