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.

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!

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!

Supposed to be a four star hotel, not even close. Ongoing construction, very messy and loud noises throughout the entire day, especially in the morning. The front lobby has dust everywhere. There are cramped construction fixings in the hallway the elevator, and only one functional elevator at a time, leading to fifteen minutes of waiting or taking the stairs while carrying luggage, and there are construction materials scattered everywhere in the stairwell. The sink water pressure was very low. No microwave. Room service took away reusable bath towels that we hung up, then didn't give us any new towels at all. Couldn't even call room service since the phone was broken, another trip down the stairs to the lobby. The window was facing the back wall of another building. Didn't bother with the thirty minute wait for breakfast at their restaurant. No compensation for construction, just more destination fees.

Location is great for cruise ships and old town. Literally right by all sights. Rooms were being remodeled when we visited. Big problems were AC ... Even with fan on high, could not get room below 71F, probably due to very very poorly fitting hallway door ... And the bedding did not fit mattress at all. Needed to be adjusted multiple times per night, as mattress pad slid into ridges and bottom sheet too small to tuck in.

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

The hotel is in good shape and in a great location. I had some perishables I brought with me thinking there would be a mini fridge. I had to call the front desk and mentioned that at least 2 out of the 5-6 ice machines were down and they offered to bring some ice. Instead they brought a mini fridge which was great. All the staff we interactee with was great. We did hear from another guest that their room had a strange smell in it and the linens in one of our rooms also had a not-so-nice smell. They have citrus-infused water by the front desk and rum punch which are always appreciated. The parking service changed to Central, which charge an arm and a leg (my old job contracted with Central and it was expensive too) and it's in a different building. It seemed like maintenance issues were taken care of fast. Very good location.

The Sheraton Old San Juan is a lovely property and was about a 15 minute Uber ride from the airport. A bit old fashioned but that fits with the vibe of the area. They're undergoing a renovation process that is scheduled to be complete in December 2023. I was 15-20 minutes walking distance from anywhere that I wanted to go in Old San Juan which was a great experience. There is a Señor Frogs right outside at the corner as well as a pharmacy. I ended up with a room that had already been renovated and it was very nice. Beautiful furniture, beautiful bed, and the bathroom was lovely. There was so much seating as well. The room was spotless and the bed was very comfy. The TV didn't really work properly so that was a bummer. However, I wasn't in PR to watch tv so it was ok. That evening, I walked around the Princesa area (which is walking distance) where several street vendors were out. I was able to buy some locally crafted Puerto Rican souvenirs as opposed to the heavily manufactured stuff. Even though I intended to be back at my hotel before dark, I wasn't. The city was alive and there were police everywhere so I just went wherever my feet took me. I didn't feel any different than if I was walking around any other city at night. However, be aware of your surroundings just like any major city. When I got back to the hotel, I took my Kindle to the rooftop pool and laid out for a while. It was a beautiful and breezy night, so I'm glad I got a chance to enjoy that. That morning I had breakfast in the hotel on the 2nd floor I believe, which wasn't much to write home about. Then again, IDK what hotel breakfast is actually good. I sat at the bar in the hotel for a while which has already been renovated with beautiful marble, gold, and blue fixtures. The bar serves a delicious piña colada as well!!! I don't think I've ever had this many piña coladas, HAHA! I would highly recommend this hotel and I would definitely stay here again.

This is an older hotel in San Juan across from the ocean port. Strategically located on the main road near shops, restaurants and Castillo San Cristobal. I stayed here twice in one week for one night each time. There is an amazing staff working the front desk. The entry way to this hotel is breathtaking, and makes me appreciate old style hotels. Again this is an older Sheraton, with spacious rooms. The room was clean both times, but had a mild "dank" smell each time. Upon walking in there is self serve cucumber or citrus water. On the other side of the wall closer to the front desk is rum punch. I asked the staff if it had alcohol. It was confirmed that it did, but the staff assured me it wasn't too strong and would take about 7 cups to feel effects. As I left out for dinner on my second stay, I came out of the elevator to see a father and his 2 adolescent children chugging cups of rum punch. I was shocked, and immediately walked over and informed him. My further shock came as the father shoulder shrugged once I told him. I was confused why it wasn't noted anywhere that it included alcohol. I believe this should be fixed asap. I didn't try any amenities in the hotel and both stays where for work and not pleasure. Complimentary breakfast is included on site, and there is also a bar and pool "somewhere". I enjoyed my stay and would love to be back.

Perfect place to stay for travelers who are heading on a cruise! We could see our ship from the hotel! Close to several tasty restaurants and shops! Walgreens is in the same building so if you forgot anything-- it's right there! We enjoyed cocktails outside along with chicken quesadillas at La Garita that's open 5-10p :) Mine was a strawberry and kiwi juice with Barcardi Limon-- so refreshing!! We had included breakfast at Palio-- it was open at 630-11a. Omelette station was great. Loved the gym. Has weights, ellipticals, treadmills, bike and mats and a machine. The staff was very helpful and friendly! They easily were able to extend our check out time for an extra hour!

We were very pleased with everything at this property! With the exception of the bar area, everything was exceptional, as far as Service is concerned! All the staff were exceptionally friendly, and went out of their way to make everything about our stay pleasant! Online we were told they couldn't upgrade our room, however we got there they upgraded us to a suite! Two free drinks at the bar, as well as free rum punch when we arrived! Everything was clean, nice and well-maintained, one of the most comfortable beds we slept in a long time! First time in sometime, but we actually felt like we were Bonvoy members! Definitely would return!

Este hotel es perfecto para recorrer el viejo Dan Juan por su ubicación estratégica. La atención del staff es única. A metros del Pier para ir a Cataño. Sus desayunos fenomenales con variedad de frutas, cereales y proteínas. La habitación es perfecta silenciosa, amplia, el baño muy pulcro. Y la cama invita a dormir, a dormir, a dormir zzzzz

Requested 2 adjoining rooms when booked, received a call yesterday in which they confirmed the two room were together. Upon arriving today.....no rooms together. Plus, advised the pool isn't available & asked if I was advised that yesterday, in which I replied "no". Additionally, bed bugs in one room in sheets. Called & they came up & young lady stated initially it looked like dust...when she went to other side of bed, she asked if we wanted to change rooms, & called the front desk. We moved to another room. No bed bugs.....plus a ammonia/bleach smell.

We checked in here three days before hurricane Fiona hit San Juan. The hotel was able to stay open because they had generators and kept a full staff. because of the hurricane, there were no cruise ships at port during our visit. Honestly, I don't know how they manage with thousands of extra people in such a small part of a peninsula. all the staff was very friendly and accommodating. They did put a hold on full service room cleaning but I would guess that's common. It's a nice hotel with multiple conference rooms available. If you go to the left out the front door there's a staircase that goes to a nice area with multiple bars and restaurants. It looks a bit scary if you're a woman walking alone but if there's more people around you'll be fine. Once you get to the main street there's people everywhere. I would definitely stay here again.

Don't waste your money on this hotel! Rude staff, changed the room rate upon check in (should have left then but we were using a suite night so we stayed) Governors suite 827.. bathroom toilet leak all night Shower curtain falling down, no toiletries, had to beg for body wash.. it was not good. Breakfast mediocre as well. Think twice about this hotel.. upon check out they could care less about our experience. We will not return, and nor should you!

I like it here and it's in the middle of Old San Juan. It's harder to get a better location than this. The parking is only a block away and I never had issue finding parking in its structure. People are really friendly.

Had a great experience! Conveniently located next to the old San Juan cruise ship port. They were serving self service rum punch when we walked in--what more do you need to know!

We booked this hotel through Costco travels. We stayed for 5 nights in a suite facing the port so we had the view of the cruiseships coming, leaving or just staying for a bit. The room itself is nice and clean albeit on the smaller side and slightly outdated. As far as the amenities, we had your basic 32-inch TV, a desk, armoire, ironing board and iron, coffeemaker with complimentary coffee pods and teas, hair dryer, but no refrigerator. The bathroom had a pretty simplistic tub but did the job. Additionally, it had a retractable clothes line to hang your damp clothing articles with which was a great feature, especially when most clients are likely to hit the rooftop swimming pool or one of the nearby beaches. Oh yes, while we are on the topic this hotel does have a modest rooftop pool and hot tub. We went up and checked it out one afternoon while a cruise ship was departing. The swimming pool area boasts a fantastic view of the port! It is quite relaxing but can become crowded on some days. It only goes as deep as 4 ft and some change but good for relaxing. The hot tub is quite hot so I don't imagine anyone wanting to submerge themselves in it with the normal 80s daytime temperatures of Puerto Rico. We only used it for about 5 minutes at midday. No free breakfasts of any sort but it does have an on-site restaurant (Palio) and cafe/wine & coffee bar (Aroma) which are both quite nice -- separate reviews coming soon! Also, there is an onsite Hertz car rental office on-site if you're interested in renting a vehicle for your island adventures! One of our issues while on the island and staying in old San Juan is that parking is ridiculously expensive. I mean, it puts cities like NYC and Chicago to shame. The hotel does do valet parking for about $27/day which might seem steep but trust me, we paid almost $70 for less than 24-hours at a nearby parking garage that $27 is a steal! Also, if your flight isn't until a few hours before you have to check-out, they will keep your luggage safe until you depart for the airport. Just don't forget to tip your bellman! This hotel is located within walking distance to everything! Food, entertainment, cruise ships, food trucks, forts, you name it and it's probably only 0.2 miles away or even less. The staff are friendly and helpful. We had a mishap with our toilet and the guy came up and fixed it quickly and ran out of the room in no time. If we were to come back for another trip to PR and staying in old San Juan again, I would definitely book this hotel again without hesitation!

Still a great location but problems are more than just COVID restrictions, which were significantly relaxed on June 3 and pretty much end on July 5. Still no daily housekeeping service. Rooms are cleaned after checkout before new guests are assigned a room. But, as during the pre-COVID days when housekeeping was each day, the level of thoroughness is spotty. The Kleenex box in the bathroom was empty when I checked in. It took two days for me to get a refill. They will send up clean towels when requested, but I had to ask twice before this was accomplished on the second day of my stay. The day before checkout, it took three requests at 10am, 3pm, and 7pm before clean towels were finally delivered. Even at the 75% limit of normal capacity, the restaurant is extremely understaffed. If they bussed the tables more quickly, the wait in line to be seated would be much shorter. And, the restaurant still does a poor job of cooking the bacon on the buffet line. The scrambled eggs are extremely over-cooked. The omelette line is very long and moves slowly.

DO NOT STAY HERE!! I repeat do not stay here. The person at the reception when we checked in at 4am was rude made us wait for 30mins to check in and downgraded us from a room that we actually booked. WTF!! Next day they upgraded us to the room we actually booked and threw in a free breakfast (worth $20) I wish we just asked to get out. It's also super old and moldy I guess, I was sneezing and itchy eyes, nose and throat for the entire time we stayed here. The minute I stepped outside I'd be ok. We stayed only for 2days but the worst Sheraton I have stayed in my life. I do not recommend- check out Provincial Providence in old San Juan they are really cute, nice and friendly

Pros: Great hotel, great location, reasonable nightly rates, beautiful views, pleasant customer service. Parking was simple for valet and self-service. The rooms were nice and the housekeeping staff were pleasant. Cons: Pool closes at 11pm and was filled with kids for several days straight and for hours at a time, jumping, running, playing, and diving into the pool. Bar closes early and drinks are expensive. Breakfast is an extra charge and wasn't the best (beyond the omelet station). The Dinner menu was super expensive for simple American appetizers (there is no lunch offered). The rental-car location is located in the lobby, however, were were told they didn't have anymore cars. When we checked in, the room had a horrible view of a parking lot. Be sure to confirm your room the day of or be prepared to upgrade if necessary. Special Shoutout to Amanda!

Located 1/2 block away from the cruise port, we stopped in to view the Christmas decorations. Interior decor was 1950-1960s with lots of dark wood. As you enter the lobby you are face to face with a grand staircase. Very impressive... a small front desk is to the left and a lobby seating area to the right. The Christmas decorations have the interior a magical touch. Very nicely done ...

Staying here was pleasant. We were close to everything. Great location and great staff. Staff goes out of their way to make you feel welcomed and comfortable. The bar has happy hour which is great. The pool on the rooftop is small but has great views and clean towels all the time. Bathrooms in pool area and in hotel are clean and so is hotel. Denni at the front desk was truly the best..always willing to assist with any questions we had. Angel who works at the Palio Lounge is very attentive and courteous. I will definitely stay here again. This hotel is well managed, clean and within walking distance to everything. If your looking for a place that is clean, awesome customer service, reasonable rates, and within walking distance to all...this is the hotel for you.

The absolute worst! Don't waste your money here. Pedro and Francisco were very nice but the hotel was not. My sister booked a room for one night well in advance and they did not give us the room that she paid for. It smelled and just looked dirty. 4 rooms later we were just like whatever it's only for 1 night. There were also many others in the lobby complaining about the same situation. Another party came to us and asked how long we have been waiting for a room. Hours later they were still in the lobby waiting for their room!!!! Never again. Even though they did apologize and offered drink vouchers (we didn't even use them). Then they don't tell you that only 2 people can eat breakfast per reservation!! So if your party includes more than 2 people expect to pay more!!! Just over it

So keeping in mind nothing is "modern" or "new" in Old San Juan, the Sheraton is the best pick for a hotel that comes closest. We got upgraded to a larger suite with Bay view from junior suite. The suite is very large indeed! There's a separate living area, then a bedroom, a large bathroom with tub, and a balcony. We were on the 3rd floor and it was still pretty impressive looking out to the bay. Large TVs in the bedroom and living room. A coffeemaker was very convenient as we used that every morning. There is Palio restaurant just below on 2nd floor for breakfast but we never made it. There's also a bar at the ground floor, as well as a Walgreens. Super convenient!! We drink a lot of water so that was great to buy tons from there. You could also order water from guest services but we drink gallons lol. The pool on the roof was small but very nice, great views of the city. There's also a gym in the same floor but did not get to use. Location wise you couldnt ask for more. Very convenient to everything in Old San Juan and next to major road for easy car access, such as for Uber. Old San Juan streets are tiny so this was a great location for cars. We didn't drive but there is parking as well as valet. I wouldn't recommend driving! It gets crazy esp weekends. Street parking looked almost impossible. Take Uber everywhere. Based on all these factors, i do highly recommend staying at the Sheraton Old San Juan. It is older property but it's in keeping wth the neighborhood. It's also super quiet both for the room and the neighborhood (as opposed to wild and noisy Condado). This hotel worked for us perfectly.

Sheraton Old San Juan Hotel on Calle Brumbaugh in San Juan is a great place to stay in the middle of everything. I really like the location and everything that the hotel has to offer and especially the rooftop pool. The staff here is very friendly and accommodating to make sure that you have the best stay.

It's ok. Hotel is old and needs some maintenance and updating, but the bed was comfortable, AC was cold and room was clean. Easy to walk to almost everywhere in Old San Juan. Lots of cruise people near and around-great I imagine if you are boarding a ship. Was cool to see those docked. Hotel staff was fine. We had a nice room, one of their best. It's worth staying there to be close to Old San Juan.

Perfect location to walk to most everything in Old San Juan. This hotel was the shizz! Thanks to a last minute JetBlue Vacation Getaway package this was our crib for four days and we could not have been happier. Even more awesome was that the San Sebastian Festival was happening while we were there so walking back in a drunken stupor each day after partying hard was "No Problemo"! Recently renovated last year with nice rooms, wifi throughout, clean, and a friendly helpful staff. So many places to eat and drink at within a few minutes stroll. Starbucks is right up the street behind it. Each day our room was cleaned and well taken care of. A few free bottles of water in the room were waiting for us. King bed was comfy, cold AC, coffee maker, shower with super hot water, and a new flat screen TV. The room was nothing super fancy but well appointed and served our needs. Business center for free to use in main lobby, and a seating area with couches and outlets to plug in and charge up. Sweet rooftop pool with killer views too and the workout room is next to it. Pumped up the bod then took a dip in the pool with my micro-Speedo on. Hellz Yeah! Total Flex Zone baby! Walgreens located right next to the hotel, and across the dock where cruise ships pull in. Cab ride from airport was around $23. Not bad at all. Pay no attention to those here who gave this place less than three stars. We really liked it and I would recommend this Sheraton to anyone looking to spend a few days in Old San Juan. We also felt the staff was terrific and very helpful with any questions we had. Heck, even Senor Frogs is right next door if you want to slum it, be a typical tourist, and vomit in the ally after way too many shots and frozen girly drinks. Not that I did that. Maybe?

I never write reviews but when the place is as bad and ugly as this one I have to let other people know about the mistake that is to expend vacations in this place. The hotel is ugly and old. The common areas are dirty, the service is less than acceptable and the rooms are super ugly. Please do not stay in this place.

SCAMMER ALERT!! 2 months before I was supposed to stay here I see that they tried to charge my credit card!!! they sent me some BS email saying they need a deposit. I went and checked their policy and it DOES NOT say anywhere that there is a deposit required!! so BEWARE and DO NOT STAY HERE!!! luckily I freeze my Amex bcuz i only use it for travel. I cancelled all my reservations so fast!! check to make sure they don't charge your credit card on file! that should be ILLEGAL!!

My stay was such a pleasure at hotel good employees matters! These 2 associates really go over and beyond to make sure your stay is pleasurable. I will refer this hotel to friends and family when vacationing in San Juan, you guys are the best. Angelica and Carmelo you guys are the best thanks for all you do. You guys really make Marriott look good.

It's an old hotel, but the room was clean and the service was amazing. I had a great time

The rooms are tiny and the room descriptors are totally misleading. The so-called deluxe larger rooms are only larger because of the second bed. Their website shows deluxe rooms with two balconies, but only a small fraction of the rooms actually have a balcony. In short, expect a tiny room. If you get a deluxe, expect a partial view of something. Do not expect more because you probably won't get it. You might as well ignore the photos on their website. Also, don't complain, because they will just snidley tell you that not all rooms look like the photos. You can say that again. The room was missing coffee. Overall, I'd give have given it two stars - but the manager's dismissive attitude and lack of any attempt at customer service brought them down to a near zero.

Nope. I'll preface this by saying that I was not expecting a 5 star resort. I had an action packed 48 hours planned in San Juan and really just needed somewhere to rest my head at night. I knew from photos that the pool was slightly larger than a bathtub and that the hotel had pretty basic amenities, but I was okay with it. My boyfriend has some sort of fancy SPG status and we were promised a bay view room with a balcony because of that. Well, at least that's what it said on his reservation. We got to our room, opened the windows and there was no bay view in sight. Instead, all we saw was a parking garage. Which, we were barely able to see because of super thick dirt on the windows. Finally, we were switched to a room with a water view. But it was still out of a teeny dirty window. The windows were so small that I felt like I was on a cruise ship. I'll also add that throughout this entire process the staff was rude and not helpful. This hotel is in the heart of San Juan, and the location can't be beat. And even though the pool was really small, the rooftop was nice and had plenty of chairs to lay out on. That is where the extra star comes in. Unfortunately the rooms are dirty, the windows are laughably dirty (seriously - clean them) and the staff is not pleasant. Next time I'm in San Juan I'll be sure to stay elsewhere.

My wife and I were there a week ago. The hotel staff (especially the afternoon front desk manager) was excellent. The staff was attentive and met all of our needs. The hotel property is in a great location next to the water. The property could use some updating, but it felt great. We did not need to rent a car. We were able to walk to everything that we wanted to get to. We had an opportunity to really take in Old San Juan. We will be back to explore more of the island and we will definitely be staying at the hotel again.

Let's start by saying the staff have been very helpful with a delay with our flight we was supposed to check in at 4pm we called the hotel and they was very understanding and said don't worry about the room we will hold it for you . We didn't get to the hotel until 2.30 am and they was there with a smile and took care of us , and the breakfast every morning was great and the staff that took care of us every morning .thanks for everything the breakfast team they made sure mr Harris had plenty of orange juice but really thank y'all

I ended up in San Juan for a work trip on NYE and stayed here at the Sheraton! It is centrally located with tons of restaurants and shops. I never expected my room to be cleaned due to Covid but when I returned my room was in perfect condition that's to Marie (who spoke French/Spanish/english) thank you Sheraton Old San Juan and Marie for bringing me into 2022!

This is a nice hotel in historic area. I was aware of previous reviews saying it was run down. I felt it was is good shape. Rooms were clean. Service from the Staff... OUTSTANDING. They are scheduled for a remodel this summer which should fix a few of the things that are "worn". Our airline misplaced our luggage and the staff went way out of their way to help us out and make us comfortable.

Excellent view for tourism but needs to be modernized. Everything is old a run down looking. Great front desk staff & restaurant staff. Sheraton Old San Juan Puerto Rico. Excellent view for tourism but needs to be modernized. Everything is old a run down looking. Great front desk staff & restaurant staff. Sheraton Old San Juan Puerto Rico.

Please note that we have contacted management and I will update if/when our issues are resolved. At this point I think the most important thing to note is that we had three rooms for our group and NOT ONE of us were asked for proof of vaccine or negative Covid test results. We did hear other people being asked at check in and even saw one couple turned away, but we were never asked. Furthermore, the man at check in (Bryan) could not have been more rude each and every time we interacted with him. His mask was always under his chin. Our son found blood on his sheets and when we told the front desk the same man said "I'll have some clean sheets left if your room, but you'll have to change them yourself because housekeeping is gone for the day". Excuse me? It was blood. We did go back and talk to the manager and he took care of it. Our last problem was with our rate, but again we have opened up communication and hope that will be rectified. The location of the Sheraton is awesome. Great views and easy walking distance to all of the awesome sites of Old San Juan. It's a shame the customer service doesn't match.

This hotel needs some renovation. I was expecting more of a Marriott Courtyard or Fairfield setting. This is more of a 2-Star feeling. The bathroom/room had a faint smell of septic and the headboard had tears in fabric. The beds and pillows were comfortable but just okay. My peers said that while their rooms didn't smell, the carpet didn't feel clean and agreed it needs some renovation vs just applying another coat of paint. Breakfast at the restaurant was okay and the service team was polite but not prompt.

The staff and the room and even the breakfast was great. What wasn't was the hot tub was colder than the pool and there were NO towels. I even witnessed someone putting dirty towels back on the clean rack! You may be the cleanest person in the world but NOBODY wants to use USED towels! For $500 a night I expect better.

I would only stay here if it were my last option, and I would have to get the cheapest room available. We stayed here for a night a couple days ago. The location was great, right in old San Juan, you can walk to everything, and walgreens is right downstairs. The room was clean, a little small but we didn't mind. We had problems with the shower too. The shower had very little water pressure. And the temperature would randomly change from scalding hot to freezing cold on its own. My problem with this hotel is that we chose to stay at their deluxe "city view" room, if you can call it that. For $235 a night. We had the worst view I've ever seen. It was not worth the $110 upgrade at all. At first we thought it was a mistake and they meant to give us another room. So we spoke to the front desk manager and the hotel supervisor, and they assured us that the room we had was a city view and in fact we were getting a better room than the one we had booked. I have no idea how this room was better. But the room wasn't worth the money. I would maybe stay here again in the cheapest room available.

From the outside it doesn't look like much, but definitely remember that old adage...don't judge a book by its cover! Our room was clean..I mean immaculate clean. The staff were friendly, helpful, and made great suggestions. We stayed for a few nights before and a night after our cruise. Can not wait to stay here again. Breakfast was included with our stay and it was a nice surprise, not a make your own waffle station, but actually eggs made to order along with other options.

We had a great experience staying here last week. We had a room with a great view and the beds were so comfortable. The staff was great and always so friendly. Our room was always clean when we came back and our first night we were greeted with 2 local beers and a cheese and fruit tray (which was delicious) the hotel smells really good and is kept in great conditions. We did have a problem with the water one morning, apparently a pipe broke so the hotel had no water. But they fixed the problem quickly and gave the guest complimentary breakfast. Overall it was a great experience and the hotel is in a great location just walking distance from the bars and restaurants.

I stayed here a few years ago during spring break time. The location is great. Right in the heart of old San Juan. We were able to walk to everything we wanted to do. Including a very short walk to the ferry that allowed us to explore other areas of Puerto Rico. The room was comfortable and clean which is all I need. The rooftop pool was pretty cool and it had some killer views. At night it was rarely crowded too. Not all the views from the rooms will be ocean but who cares. Step outside and walk to the water. It's mainly just cruise ships anyways that you see. You can't beat the price for this location.

Well what can I say! Not the service I'm use to! The cleaning staff came in my room and threw away items, that they should not have, but didn't replenish the coffee etc! The pillows feel like they are so old. I ALWAYS SLEEP GOOD IN THE SHERATON. This is why I chose the hotel. But the outside is noisy and the lights went out twice yesterday. The people are slow and the customer service is a 2 at best. The people really don't represent the brand at all. Even at the Marriott I found the people to be very abrupt. I won't stay here again.

This hotel has excellent location and has been renovated beautifully after hurricane Maria. Unfortunately it evidently makes money in spite of itself. There is one restaurant that is located on the second floor that is open in the morning until 11 o'clock on the weekends for breakfast and then Rickopens at 5 o'clock until 10 o'clock at night. There is no room service. This hotel has one of the best locations on the island with a beautiful veranda/bar overlooking the water where all the cruise ships dock up to transport passengers. It is 1:30 in the afternoon and it's closed the same as it is every afternoon. There is great opportunity here for this to be an outstanding destination hotel due to its location age and beauty. I sincerely hope that Marriott takes a vantage of the opportunity that they have.

Rooms look like a three star best western, I paid for a bay view (description on Hotels.com) and got a view of buildings, then they added a $65 resort fee for each room and would not accommodate a later checkout so we could actually use the resort. Service at restaurant was slow with an attitude. There were only two elevators so it took 30 minutes to get down to check out because of the number of people. When complained to management- they didn't care. NEVER AGAIN!!!!

Disappointing stay, not worth the cost, checked out early. Multiple concerns: Attempted to call the hotel 6 times over 4 days before my stay to ask questions about availability of hotel shuttle (they do not have one) as well as to clarify breakfast. We had a group of 4 staying in 1 room, 2 queen beds. My email confirmation stated breakfast included (and booking was clearly listed as 4 adults). As I was unable to get ahold of hotel, I called booking agent (hotels.com). They also could not get through to hotel. Hotels.com confirmed breakfast included for 4 adults. On check in, they stated breakfast only included for 2/4 adults. Asked to see email with information stating breakfast included. I showed it to them, also informed them that I tried to call them 6 times, and that hotels.com tried to call them to confirm. They refused to include breakfast for the other 2 adults, and breakfast was $24.99/day. So options then were to pay for additional breakfasts ($50/day plus tip, adding up to $350+ for our stay), or to divide our group daily. Called hotels.com that night again; spent 1 hour on the phone with them as they tried to get through to the hotel; the hotel did not pick up any of their calls. Ended up paying extra for all adults for breakfast. Could have been prevented if they had just answered their phone one of the 6 times I tried to call them before getting there. No refrigerator in room, though noted on website. They were able to bring us one after we requested it. Trying to call downstairs for simple things - extra towels, bottle opener, noise concerns (see below) - no one answered the phone. Approximate that I tried to call down to main desk more than 15 times. Keys stopped working multiple times throughout the stay (issue for us and multiple guests). Had to go to front desk 3 times for key reset. Each wait was minimum of 15 minutes as they were understaffed. Pool towels rarely restocked, requiring us to bring bathroom towels. Would have been fine except we didn't get room serviced (see below) Breakfast not worth the money. I've had better at Holiday Inn Express and similar lower-budget/price hotels. Dishes in dining room were filthy. Had to look at multiple plates before we found some in buffet that didn't have dried food on them. Also silverware often required new sets. Gross. Requested microwave multiple days for heating leftovers. None availble over 3 days of requesting, though listed on website. Room service did not come to our room once in a 4-night stay (once we requested them not to, but the other days we were expecting them for a restock). Body wash empty on arrival. Bathroom was somewhat unclean on arrival. Had not been stocked since last guests. Had to find housekeeping in the hallways to get what we needed as the front desk would not answer phone. Housekeeping very friendly and helpful but clearly understaffed. Multiple dogs staying on our floor. I love dogs. I don't love dogs urinating in the hallway and staff not cleaning it up (smell present when we returned that PM). 2 small dogs running in halls and barking at 11 PM. Attempted to call down to front desk multiple times; they did not answer. I was in PJs at that time and opted not to go downstairs. After all of the above, we decided to check out early. We informed the front desk the day BEFORE we planned to checkout and asked to speak to someone about a refund for 3 remaining nights. They stated no one was there that could assist us (it was January 1). I tried to give them the details about why we were checking out (all of the above), but they stated we would need to discuss this with management when they were available. We called hotels.com to inform them; they also could not get ahold of anyone but made note of it. January 2 we checked out. New Year's observed holiday so no management that could help was what we were told. Instructed to follow up during business hours. After checking out, both myself and hotels.com attempted to secure a refund for the 3 days we did not stay there as Sheraton clearly did not deliver on what even basic hotel management should be. Multiple times they could not get ahold of anyone and neither could I. After returning home I finally got ahold of someone who transferred me to the Director of Revenue. He told me that because I DID NOT LODGE MY CONCERNS BEFORE CHECKOUT they could not consider reimbursement. Lie. No one recorded them, so they did not exist, and no one answered the phone calls that hotels.com was trying to make on my behalf. Director also called back and left me a message stating they could not reimburse "after extensive review." They did no review. When I tried to go through my concerns, he cut me off. I tried to go through Marriott.com's main concerns form, which is a joke. They did not help any more than the director of revenue. I'm now trying to get my credit card company to decline payment. Do not stay here. Location - great. Old San Juan - amazing. But find another hotel.

We were going on a cruise out of San Juan and needed to book a hotel room for the night before. We chose the Sheraton because it's within walking distance to a lot of attractions in Old San Juan and it is literally right across the street from the cruise terminals. We have also never been to the area before so we wanted to stick with a "chain" hotel that we knew was reliable and safe. For those reasons I liked this hotel. Senior Frogs is also right next door Because of February vacation and the proximity to the cruise ship terminals, one Saturday night stay in this hotel was pretty pricey. After spending the night, I did not feel like I was getting my entire moneys worth. Room was extremely out dated. I've spent less on hotel rooms in New York City that I would consider "semi luxury". No refrigerator and one of the outlets in the bathroom didn't work. The elevators we extremely SLOW, which I cannot emphasize this enough. We tried to find the stairs but they all seemed to be alarmed emergency exits only. We waited until 11:00am to check out, our bad, and the lines were very long. The staff however was very friendly and helpful. They held our bags after checkout so we could have more time to explore San Juan before we boarded the cruise ship, which was extremely nice of them. They had a nice rooftop pool area that I wish I had more time to utilize. There was also a Walgreens right next door incase you forgot anything. We bought water there frequently.

Extremely dirty hotel. The walls are paper thin and you can hear everything going in the hallways and side rooms. Plus, as we were leaving, I proceeded to sit down upstairs (as the lower level was full of people with nowhere to sit) and was subsequently told by a security guard that the second level was closed off and was told to leave. I am platinum Marriott member and have stayed in over 35 different countries and have NEVER been treated so poorly. I highly recommend you consider another hotel in the area.

Horrible horrible hotel. BED BUGS!!! My boyfriend woke up with blood rust stains all over sheets. When we asked for new room the management said "oh should we check out the room to see if there are bugs?"..... no. Obviously bed bugs. This hotel is dingy, dirty, and old. There were layers of dust behind all the furniture and hairs in the bedding. Do not stay here!!!!

Okay, so where do I begin? For starters, we arrived at the hotel without even being told where our room initially was? We were given keys without a room. Then, only to find out that the bedsheets along with towels or change only twice a week. Mind you if you get a suite and bring a family of four that is literally disgusting. When you enter the bathroom one hotel sized soap bar is supposed to be good for everyone I guess. Thank God I always pack my own anyway. The restaurant only serves breakfast which is okay, and the general service there is good (which might be the very reason I don't mind giving one star). From a hotel and hospitality perspective the front desk is extremely dismissive regarding every and anything brought to their attention. I was being overcharged (confirmed by Chase), the hotel seemed to know nothing about this. I came in for a five day stay with my family (wife and kids) only to find that I had been wrongly charged $200 as I was charged daily for the incidentals charged on the very first night. I have no idea how hotels.com has this rated so high. I still have another dreadful day here. Revised: Hotel experience improved though I still had some charges that I don't understand the general experience wasn't as bad as the first two or three days. I can budge 3 stars.

We stayed for only one night in transit to other islands. First time in Puerto Rico and enjoyed our brief visit. Pros about the hotel: -Well located for cruise passengers and access to Old San Juan restaurants and bars -Suite is a great size for a family with little kids -Bed was very comfortable and had much needed good sleep -Staff was really nice but, they don't own the hotel so here are some cons -We booked the hotel on a third party site a month prior offering a "pay at hotel" option; just days before our stay, we received an email from the hotel telling us to pay a deposit or risk cancellation -Hotel is in need of upgrade or modernization; not representative of the luxe brand Sheraton Hotels once were -Towels are old -Key system didn't work so we had to be escorted up and down; when it came on line, we were getting calls at 9 o'clock to pick up keys. -The "suite" we had was totally uninspiring. The magnificent view of the harbor was available only through a relatively small window. -The living area of the suite was large but sparsely furnished with seating lined against the walls like a hospital waiting room - no attempt to style the room. There was a white apartment sized fridge just sitting in the middle of the floor. Conclusion: Perfectly fine for one or two nights or if you're meeting a cruise ship. If you're looking for a luxe resort experience, this wouldn't fit the bill.

I have no qualms about this place. We only stayed for one night, but the room was comfortable and spacious, as was the bathroom. Lobby area is kinda small, but whatever. Business center available is kind of a weird set up - I wonder if it was the old concierge counter because of it's location. Someone asked me for the bathroom since it must have appeared that I worked there. :/ Anyway, this is steps from Old San Juan, where we had dinner. The valet was super helpful in that he told us where to get the cheapest parking, just a block away. It really was the cheapest! Overnight parking was just $4 USD. I would definitely stay here again if I needed to be located in Old San Juan.