Rated 4 out of 5 by BillofLincoln First visit to this hotel
Upgrade room was great with balconies and wonderful space, room was nicely decorated and very clean. AC struggled to make the room cool. Hotel is by itself, next to the convention center. Need transporation of some sort to get to the beach or old city. Very positive experiences with each staff member during a three day stay.
August 25, 2014
Rated 5 out of 5 by Polo13 Beautiful Hotel
Will stay again. Great Hotel to stay during an event at the Convention Center. Close to Old San Juan and Condado attractions.
August 25, 2014
Rated 5 out of 5 by ItalyBirthday Best Hospitality in San Juan
I travel a lot and am a platinum. I had a confirmed suite in my reservation but when I checked in the room they gave me was not what I expected. It was late so I got some sleep and spoke with the manager the next day. They were very apologetic, some things had happened to the room I was supposed to be in and they were making repairs. They moved me to a beautiful suite overlooking the marina and pool. But that wasn't the end of it. Every staff each staff person especially Hector and Caesar went above and beyond great service. They did everything they could to make sure my stay was the best they could make.. Sometimes things happen in business that may be out of their control, things break or something doesn't go exactly right. That is not the point a hotel should be reviewed on it is their response to making sure their customer is happy. The staff of the Sheraton exemplify this. The hotel itself is beautiful and quiet. I never heard another guest the five days I was there. I highly recommend staying here and I will be back in the future..
August 10, 2014
Rated 4 out of 5 by Jd62 Good location and facilities
I liked the view to Old San Juan, the bay, and the Isla Grande airport while having the Condado on the other side. Room and facilities were very good. My room location seems to have been close to a service elevator and this was noisy all night (needs improvement).
August 19, 2014
Rated 5 out of 5 by PCNY A Marvelous Anniversary Experience
We stayed here for our forty-ninth anniversary and we had an absolutely marvelous experience. Tatiana at the front desk greeted us with a very welcoming smile and told us that our suite upgrade had been granted. We had used other suite upgrade coupons before but none that gave us the quality of the room we got at this Sheraton. Great view, beautiful balcony, separate living room, beautiful appointments. Since we are Platinum we get the Club Room, everyone we encountered there was so friendly and helpful. Cesar and Hector in the club room knowing it was our 49th anniversary told us they would send something up to our room for that day. Well, when we came back from the pool we had a chilled bottle of champagne and a tray of chocolate covered strawberries. We were to say the least, VERY impressed. On other days Agmal in the club room could not do enough for us either, friendly and helpful. On one occasion we had trouble with our safe in the room. Kevin Rivera came in and said that the battery needed replacing. He as well, was very accomodating, saying anything we needed would be granted. Loved the infinity pool and the lounges on the beautiful deck. We ate breakfast several times at Choices. Great food, attentive and efficient service, always with a smile. The casino on the premises was also fun, and I must say the cleanest casino we have ever been to. We were impressed with it all. We definitely plan a return trip ther.
August 5, 2014
Rated 2 out of 5 by unimpressedSPG Family Vacation
We were greeted by a courteous staff after having a difficult time getting to the hotel due to construction. The room was nice and spacious. However there were only 2 towels and we were 2 adults and a child and it was on the reservation. There were no luggage carts and we had to wait for the staff to bring our luggage and we were forbidden to take their carts.
Housekeeping was atrocious. bathroom was not cleaned for 2 days inspite of us calling the front desk and reminding them. Water bottles were not replaced.
The concierge was awesome and was very helpful in planning our excursions, tours and restaurants.
I expected better service.
April 11, 2012
Rated 3 out of 5 by Travelfriend Nice location to port...
Hotel has a nice location to the port and old town. No family friendly dining on-site and not within walking distance to anything. We did NOT receive Balcony with Bay view room as guaranteed and staff was not apologetic nor wanted to give me any reimbursement back for getting a lower category room for two nights. Also, we made Green Choice Selection and on day of check-out noticed that we did not get the $5 credit or 500 points per night. I asked Supervisor who didn't want to give me points and called housekeeping to "make sure" that we hadn't received this service. Said that he would give me points "later" after housekeeping called him back....Really?? Make sure you get what you paid for...
June 24, 2014
Rated 5 out of 5 by gallabi Generous staff
I got ready for my wedding at this hotel, and when I got back from my wedding to pick up my things, there was a bottle of champagne and two glasses waiting for me on the desk. The hotel I stayed at for the honeymoon did no such thing. This made me feel cherished!! Such a simple gesture from the front desk.
August 12, 2014