Sheraton Puerto Rico Hotel & Casino

  • 200 Convention Boulevard
  • San Juan,
  • Puerto Rico
  • 00907
  • United States
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Rated 3.9 out of 5 by 428 reviewers.
Rated 4 out of 5 by Our recent stay We come to PR to visit Old San Juan. While Isla Grande may seem a little isolated, it's actually close to the Condado, Miramar, Sansturce and Old San Juan, and central to where we wander. We ate at Choices, the café and poolside, and the food was excellent, as was the service. We were happy to enjoy delicious Puerto Rican coffee instead of Starbucks, for a change. Our one suggestion for improvement would be more comfortable and unbroken poolside furniture. Overall, a great stay. Thank you. November 15, 2013
Rated 2 out of 5 by bad Its true that I booked the hotel tru a internet site Burr it was a experience wet had the worst time its our second time staying they or room was dirty the ceiling was broken the air conditioning was leaking on the floor so every time you your feet on the floor it was wet the worst part was the pool bar it took an hour and twenty min for the food to arrive and when or finally came it wasn't what we had ordered they gave US a card at front desk that a mojito was going to cost us 3$ there was not mint at the hotel so they could not give us the mojito it was a shame and the worst part.is that wee told the manager and he did not do anything Because.we where checking out the worst hotel I've been to at least he could havetold us to eat at the restaurant or showed that they cared .hope you improved July 30, 2012
Rated 4 out of 5 by Perfect for conferences and meetings From the time we checked in, until the day we checked out the staff went above and beyond to make our stay memorable. Hector at the front desk even played along when our traveling companions - who arrived before us - asked him to give us a message..."that we were the last team to arrive and had been eliminated from the race!" William and Gabriel greeted us in the mornings outside for taxi or coach service for our excursions and the pool bar staff made lunches and poolside time most enjoyable. The conference centre staff did an amazing job! We were so happy to thank them all and quite pleasantly surprised when they were asked to come into the banquet room and the ENTIRE staff paraded in. Well deserved thanks was passed along to them all. The accomodations were comfortable and clean and complimentary wifi made it easy to stay connected to work and home. Overall, a great experience. May 16, 2014
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 4 out of 5 by Would have had 5 stars if they hadn't tried to charge resort fee I am an SPG Platinum member and used points to stay here for an evening before leaving on a cruise. The hotel was clean and club room was excellent. I was shocked when I checked out that they tried to charge a resort fee for internet service and access to the gym, I had to explain to the desk agent that SPG Platinum members get these benefits as a result of our loyalty to SPG hotels. She reluctantly removed the charge, but this is something that needs to be fixed with management. November 18, 2013
Rated 4 out of 5 by Nice place We had never been to San Juan and found the Sheraton to be comfortable and fun. The room was high quality, the bed was comfortable, and the shower was nice. We enjoyed a chinese dinner and some casino action, both of which were nice to have on the property. June 8, 2014
Rated 4 out of 5 by Make a Green Choice Program I have participated in the Make a Green Choice program my last several stays. The past 2 stays, i turned in all of my Green Choice coupons for rewards points, but my account has never been credited. (14 coupons x 500 pts) Additionally, my last stay, i went 6 days without room service, until i notified the front desk. I don't mind participating in the program, however, the hotel should ensure credit for the program. Other then this, the hotel is awesome w/ great amenities. February 10, 2014
Rated 5 out of 5 by Great place to celebrate on special occasions The hotel is an excellent choice for every family member! Fun casino machines, incredible infinity pool, spacious rooms with an amazing view of the San Juan Bay and the Convention Center. I want to celebrate my mom's 89th birthday with my family the weekend of December 14 through December 16, 2012. I hope to find vacancy for this time frame and enjoy another unforgettable weekend. We liked this hotel because most hotels of this kind are out of reach for middle class puertoricans. November 15, 2012
Rated 4 out of 5 by Nice convention hotel This hotel meets the needs of a convention hotel. We were greeted by Eric who took our bags to the room. He did an excellent job of telling us about the hotel. We had an upgrade for a suite which are very large with a huge balcony with nice lounge chairs overlooking the channel and the ruise ships. The housekeeping was very good. The pool is on the third floor. It's very large and has a pool bar. The drinks as you expect at this kind of hotel, are expensive, but the bartenders did a good job. One outstanding employee was Tania. . Rarely do you meet such a professional server who provides the best in customer service. She gave me the recipe for the drink I loved, Accua, without my requesting it. I took my husband back to this bar in the evening and she continued her excellent service. She is to be commended. August 27, 2013
Rated 5 out of 5 by Pleasant stay From the valet greeting to the parking lot attendant, our stay was great. The room was spacious and very clean. The staff was efficient, helpful and friendly. Requests were promptly meet. The SPG lounge was clean and comfortable. The lounge staff were pleasant while keeping the breakfast and horderves refreshed and the room clean. The breakfast was a basic continental breakfast but the pastries and fruit were fresh! The view of San Juan from the SPG lounge was spectacular. January 10, 2013
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 5 out of 5 by Beautiful hotel This is a beautiful hotel. Very comfortable room and he pool is amazing! I love the fact that the wifi is free. The staff are very friendly and very helpful. I would love to stay there again June 10, 2014
Rated 4 out of 5 by Great pool, inconvenient location This Sheraton has a great pool deck on the 4th floor including an infinity pool, hot tub, kiddie splash area, and bar. The area is clean and has great sun all day. However, it is a "get your own drinks" situation so you have to get up off your beach chair to keep drinking $10 mojitos. The bartender is really nice, hardworking, however, woefully understaffed so it takes about 15 minutes to get a drink, not his fault... maybe they should just hire some more bartenders. April 15, 2013
Rated 2 out of 5 by Lack of guest apprication I have stayed at the Sheraton San Juan 3-4 times and have had issues, but this will probably be my last. My check in was horrible I was given a room that was dirty and when I complained I was finally given a clean room, this of course at 10:00pm exhausted from work all day plus travel. I was very disappointed that with my Platinum status for 2013 and having already achieved Platinum for 2014 (plus 5 months to go in the year) I was not valued as a loyal guest. August 12, 2013
Rated 2 out of 5 by Room I was asked if I would accept a handicapped room and I guess I should not have but did as I was already tired and wanted to get into a room. No place to put anything in the shower for soap, shampoo etc . There just was not a shelf. 2 towels were giving and no face cloths. When I asked about them, they said they send them out and didn't have any. They offered more water instead. No place to put make-up or toiletries etc in the bathroom. Stains on carpets January 17, 2014
Rated 2 out of 5 by Did not meet my expectations At first the person at the front desk was very accomodating and was able to upgrade me to a nicer room as i was staying 11 nights. However, the TV was not working properly, the carpet was dirty and there was a noice form the bathroom that was never addressed. Only one manager called the day before my last day to apologize. The staff was not friendly at all and service overall was poor given the elegance of this hotel. April 8, 2014
Rated 4 out of 5 by Love the balcony! I know there are many other hotel choices of where to stay in San Juan but I LOVE the balconies at this hotel with bayside view. It's gorgeous at day and at night. Only two negative things during this visit were that there are no trash cans in the room (only in the bathroom) and housekeeping knocked on the door at 8:30 am on the day I was checking out AND with the do not disturb sign on the door. Seemed like they were not aware I was checking out at 11 am. June 29, 2013
Rated 3 out of 5 by ICCA congress Hotel Booked a club room which was "ordinary" to say the least. Breakfast on the club floor was very poor and there was only one staff member. Drinks had to be paid foe at cocktail time and again there was little or no service and poor food. Moved to the congress breakfast which was even worse than club floor although it improved on the last 2 days. Eventually had breakfast in Choices restaurant which was excellent. Bar staff were poor and had severe "attitude". October 30, 2012
Rated 5 out of 5 by I call it: HOME We have been on this property about a dozen times. This is the second year we go there to celebrate our wedding anniversary. We could have gone to other places or travel bu we wanted to be HOME without staying at our house. The answer was obvious, Sheraton Convention Center in San Juan. The minute we drove in we were treated as family from the valet parking staff to the wonderful people at the clubhouse. All their restaurants are wonderful and you must pay a visit to the Zen Spa if you want to be pampered for a day. Stop by Victorio Just's jewelry store, make sure that Katherine makes your coffee at the Coffee House, that Jose makes you a cocktail, that Sheillah is your hostess, Kayla, Natalio and Mark serve your table and that you meet the wonderful management staff like Elsie, Wilfredo and Sujaily. Ah, and the pool is wonderful! October 28, 2013
Rated 4 out of 5 by Centrally-located between Condado and Old San Juan Overall, we had a lovely stay at this hotel and staff was largely very helpful. It was a bit hit or miss, though- some staff were so lovely and especially friendly. Special shout-out to Cesar in Guest Services and Paola, our server at Choices restaurant. Other staff members were sometimes unfriendly or not helpful. We first stopped at the infinity pool on the 4th floor. A lovely pool indeed, with plenty of poolside lounge chairs for relaxing. We ordered nachos from the poolside bar- my request to hold the bacon went unattended to and so I wasn't able to eat much of the dish at all. It wasn't a very attractive dish and from the parts I ate it very much wasn't worth the price. On a few more occasions, my partner and I ate at Choices restaurant for convenience. We're the type of travelers that prefer to eat yummy, authentic, local food but a few times it worked out better for us to eat-in. The Continental breakfast was awful and I wouldn't recommend it to anyone. The fruit was sour and probably out of a can, and the breads were stale, cold, and dry. The quesito was pretty good but not enough to save the dish. I was really, really disappointed. As for dinner, I had the Caribbean Salad which was not amazing and overly sweet, but certainly ok. However, the dish that would keep me coming back forever and ever was the Duck Ropa Vieja. Delicious shredded duck in a slightly sweet sauce served over yucca tostones- que rica! Unfortunately, the menu changes every few months so no guarantees that this dish will be available in the future. Our room was located on the 9th floor and was pretty good overall. Two double beds, a full bathroom, a desk and a TV- pretty standard. We opted to skip housekeeping in favor of vouchers good toward money off of food or Starwood Preferred Guest (SPG) points. One of the nights we did not receive the voucher and I had to call/visit guest services 4 times before the problem was resolved. When we were checking out, we were informed that the SPG points would be added to my partner's account as a separate transaction since it could not be done as a part of the checkout. At this point we are still waiting and hoping that the 2000 points we earned do not disappear. Location of this hotel has its ups and downs. It is as squarely in-between Condado, the hip touristy area, and Old San Juan, the historic part of the city that is also a big tourist draw. The challenge, though, is that while both are doable walks we found that after walking to get to either neighborhood it was undesirable to then spend the whole day walking around either. We did it to save money (taxi fares to either location run about $15 each way!) but it was less enjoyable. Buses run to either town and only cost $0.75 each way, however, as you've probably found in your research the buses are unreliable, don't run on set schedules, and stop early in the evening. Additionally, there was a bus driver strike happening while we were in town so buses were even less reliable that usual. The hotel is located right next to the Convention Center, so a great choice if you're in town for a conference or business in general. Honestly, though, I would definitely stay here again for personal leisure travel but am grateful to have learned all I did while I was there. Hopefully some gems in here prove useful to other travelers. Buen viaje! July 2, 2014
Rated 5 out of 5 by This hotel is excellent The location is great, all the employees were very kind, the food was delicious, the pool area is lovely and the casino was wonderful. The spa was full and I hope next time can enjoy it. I expected a small refrigerator in the room. May 30, 2014
Rated 1 out of 5 by Unwelcoming Customer Service I was very disappointed in my recent stay at the Sheraton Puerto Rico. As a Starwood Preferred Guest Member I have a certain expectation of excellent service due to my past stays at other Starwood Properties. However, the staff at the Sheraton were unwelcoming and did not have a genuine caring attitude. I was charged for something I did not authorize after check-out. I contacted the hotel staff and they have been unresponsive to my needs. January 12, 2014
Rated 4 out of 5 by Excellent staff Had a great one night stay at this property. From check-in to check-out the entire staff was wonderful and wanted to ensure I had a great stay. Although the hotel is roughly three years old the facility is beginning to show some wear and could be better maintained. Club lounge is ok although evening offerings were underwhelming and consisted of two pastas, Italian meats & cheeses which isn't really to my taste and would preferred more variety. July 12, 2012
Rated 4 out of 5 by Green Program I participated in the Green program. I was never told that is meant that no one would enter my room every other day. I thought it was for reusing towels etc. In time shares they charge at least $25 for a day of service, for $5 that was a terrible deal. Making the bed has no impact on green. I had expected to reuse towels, bed sheets, etc. maybe every other day vacuum, but making the bed and resupplying toilet paper should be daily things. July 23, 2013
Rated 4 out of 5 by Great option for travelers to San Juan Newest Starwood hotel in the SJ area. For business travellers it's more convenient than the one in Old San Juan (10 min drive to financial district and no traffic along the way), plus you can get to all the major areas (Condado, Isla Verde and Old San Juan) in a few minutes. Facilities are very nice. I guess the only drawback would be the lack of beachfront, but that's just a stone's throw away, and the great pool area certainly helps March 17, 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 4 out of 5 by Great service of front staff I and my wife arrived the hotel earlier than regular check in time. I asked the front desk staff a higher bay view room. She told it was available only lower floor at that time. I want to give a great view to my wife. The staff suggested if I pre-checked in and wait until regular check in time, she could find the best for me. And finally my wife and I got a room with balcony on 11th floor. Thanks the staff for keeping my asking.^^ July 30, 2013
Rated 5 out of 5 by I love Sheraton I've stayed in a couple of hotels before but none of them were even close to being as amazing as Sheraton!! Loved every moment that I was there, looking forward to staying there again in the future :-) May 27, 2014
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 Excellent service Grieat friendly staff responded to every request. Ashley and Mr. Matos both took great care of us making sure our anniversary trip was enjoyable. Excellent! May 30, 2014
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