Sheraton Old San Juan Hotel

The hotel is undergoing a lot of construction. There should have been a larger call out that this hotel is being heavily worked on and that amenities would be affected when booking the room. The public spaces are in need of updates, so hopefully this construction addresses that. The entrance to the hotel is not abundantly clear. Check in is on the second floor, which you wouldn't know without getting into an elevator first. A way finding sign at the main entrance would solve this. Our room itself was updated and very nice! The view to the cruise port is beautiful, but be aware a lot of noise from the street below comes into your room. The location is very walkable to all the great things Old San Juan has to offer.

For a four star hotel, the fit and finish of the rooms was not good. In the bathroom, there are corners with excess caulking or mortar, the water pressure is not consistent, and the amenities seem like an afterthought. It seems there is a lot of renovation due to new ownership which shows there is potential for improvement. The best part is the location which is walking distance to everything in Old San Juan. The staff is very friendly and helpful.

The location in Old San Juan across from the cruise port was excellent. Unfortunately the excellence stops there and goes to all bad. The staff seemed to be angry and annoyed. Maybe it was due to working in construction dust. The well hidden, hard to find entrance was a total construction zone. Another guest was nice enough to tell me reception was up the only working elevator on the second floor, otherwise there was no clue to find check in. Our “city view” room, see photo, looked into a parking garage just feet away, close enough to hear every car honk in the garage. The room, although renovated, had no closet, just hangers on the wall. I definitely wasted valuable Bonvoy points on a noisy, dusty construction project. I know I’m only a Gold Elite guest using points, but this is ridiculous!

Location is perfect if you are cruising but that is the best thing about hotel. We were not warned about property being under construction. First night by the time we got in by 9 there cafe was closed for food, no restaurant in hotel, no room service, we ended up going up the street to a Mexican restaurant for our first dinner in San Juan. Don’t get me started on construction! Scaffolding everywhere that you had to get luggage around, jackhammers at the crack of dawn! Maybe when done it will be great but the staff was rude and I was really unhappy for our two nights there!

This hotel is great for location, safety as there are lots of people out and about due to incoming cruise ships, and the close walking distance to yummy food and culture or old San Juan. Yes the hotel is doing renovations and check in is on the second floor but every employee including construction workers greeted and smiled everyday. The "rude" people were the tourists. Although I do agree they should let people know they're renovating. Room was beautiful updated and cleaned everyday. There is a fridge in the room and a Walgreens down stairs to stock up on water and snacks if traveling with kids. There are tons of food places within walking distance which is nice..... will come back Also, Ubers we're accessible and more reasonable than the taxis

Besides the construction and only one elevator working, which everyone else has pointed out, I had an issue with my connecting door not locking or even staying closed. The door appeared warped. I went down to the desk and explained that I am a woman traveling by myself and did not feel safe in that room. They sent someone up to look at it. He said he had to use some power tools to fix it and asked if I could leave for a bit. I went for a walk around the city, came back an hour later, and the door seemed fixed/closed. Later, a friend of mine was checking in and happened to be my neighbor on the other side of the connecting door. I explained to her the problem of the door. She just touched it and it again popped open and wouldn't shut. I guess the guy just didn't fix it. I later complained and was only told that it would be discussed with the management there. For about $400 a night, the place is a rip off and dangerous.

$500 a night cash & grab! Renovations greet you upon your arrival. Renovations will awake you. 20-minute wait for the one operational elevator for guests. Stairway was for emergencies only. Prison like view. Close to the seaport, but not worth the money during renovations.

The room was very nice I would say. The only odd thing was that there floor was not flat. The main entrance and front desk area was under renovation when I visited Feb 2024, dirty with construction dust, but OK. The elevators... I am not sure what the deal was, but there always seemed to be a line for them. I am not sure if it was the logic controller or if there were just too many people for 2 elevators, but I had to often wait an unusual amount of time. I would have taken the stairs, but one set led only to an alarmed emergency exit on the first floor and the other led to areas of construction...