Rated 3 out of 5 by thejacob Location is the biggest miss
The actual hotel and property are great with exactly what you'd expect from a Sheraton. The hotel had convenient parking for our rental car.
The Sheraton Club was of your basic variety. No evening drinks provided or offered. Good for water, snacks and light meals - that's about it.
We had a few terrible meals from the food offered within the hotel. They served us plates that were inedible. Lesson learned.
The primary issue with this hotel is it's location. There is really nothing within walking distance. So, if you're coming to explore, especially Old San Juan, you should definitely avoid this hotel. However, it is located in a very accessible area by car. No beach within walking distance either.
October 9, 2014
Rated 5 out of 5 by shawnymcd Great Property
Really enjoyed our recent stay. The property overall is wonderful and the staff very pleasant and responsive. I'm SPG Gold and was upgraded at check in to a room on the 10th floor with a view of the port and pool. The pool was pleasant, the food from the pool bar was delicious. The main restaurant (Choices) had a wonderful breakfast, though I found the prices to be a little steep. Parking was very expensive, but we noticed free street parking on Paseo Del Parque. The spaces are marked so you know parking is permitted (don't park on a yellow curb; though they seldom issue tickets, yellow curbs mean no parking ). The casino was nice, though we didn't gamble. At check in, there was a line and only one agent and the gold/platinum line was in use by all the other guests, so that was a bit of a bummer though we waited only 5-7 minutes. We went to the beach on Avenue Ashford, found street parking there too and loved that it was only a 5-10 minute drive from the hotel. Same with Old San Juan, only a few minutes away by car. Overall, we would return! Had a wonderful time!
October 8, 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 2 out of 5 by Nelson Dirty and Isolated
This hotel has been open for about 3 years. My room had stained carpets and I had to get a fresh set of linens upon checkin due to unsavory stains on the bedding. I paid extra for a port view yet all I could see from the 6th floor was a palm tree which blocked everything. Poor location unless the convention center is your objective. Very average restaurants. Meeting rooms are way overpriced. We had to pay $500 (special deal) for wireless access on top of the meeting room charges. Pool closed for leak repair most of the week. Touch screen equpment in the fitness center is awful...Non Functional. Reminds me of the rest of the hotel...looks nice but fails to deliver.
February 20, 2013
Rated 4 out of 5 by Sally28 Nice for relaxation and business trip
Within walking distance to the convention center when going on a business trip.
September 30, 2014
Rated 5 out of 5 by Loyalist Nice New Property
The staff upon arrival is very helpful and pleasant. Check in process could be faster, but not bad. The hotel is very clean and well maintained. We frequented the bar, casino, and the restaurant, all very pleasant and reasonable value. Roof top pool is nice too. The location is very convenient to main airport, Isla Grande airport, cruise terminal and Old San Juan. Also went to Texas Brazil restaurant which is located in same building. We use this property as first and or last night in San Juan, very easy location to get the best of San Juan without staying in other popular sections. Only really viable Starwood property in San Juan.
March 26, 2012
Rated 3 out of 5 by ksc322 Just Ok
The hotel is nice enough but the rooms small. The staff was not very helpful. We had to call several times to get extra towels for the room. The concierge actually wanted to send us to a restaurant for dinner that is only open for lunch. Luckily, the bell stand guys were great. They had great tips and recommendations. They should be working at the concierge desk. Service at the pool was terrible and slow. The pool was nice. The spa was also good.
January 28, 2013
Rated 3 out of 5 by SW040 Great potential but not there yet
I stayed at this hotel at least 5 times. Positives - Its a great property, extremely clean, good restaurant options and friendly staff. Things that need work - staff needs to be trained ( for e.g. if you see 10 people trying to check-in, it would be nice to have at least 2 staff members helping with check-in process. Its always taken me forever for check-in. Next, there is no follow-up. For e.g. I dialed "0" to mention I did not receive my bill and they said they would send it to my room right away. After 3 hours, still no bill and no one followed-up to see if I got my bill or not. Lastly the concierge definitely needs a lot of work. The hours are extremely bad and if you leave a message with a question, no one gets back.
October 7, 2012