Sheraton Puerto Rico Resort & Casino

The actual hotel was good, good rooms, the staff was accommodating. I had a great stay in Puerto Rico. However, I need to warn people about making sure that they get their deposit back. I believe I was supposed to get mine 10 days after checkout, but it didn’t arrive. I ended having to call the hotel three times to seek my refund, and by that time it had already been a month. I had them open a case about his issue, and it’s pending. So idk if this is a regular occurrence with this hotel, but make sure you check that you got your deposit back after your trip, as it’s very easy to forget. I wish the hotel was better about this, otherwise it’s a good hotel.

We loved our stay at the Sheraton in Puerto Rico. Thanks to Luis Irene that made our stay memorable! Thank you so much for helping us find the room with a view to the Bay and ocean when other people said they couldn’t help us. Luis Irene gave us 10 star customer service! The suite was beautiful, modern and extremely clean. There are so many nice restaurants to eat nearby. We loved the Metropol across the street for authentic Caribbean cuisine.

Outstanding Service by Luis – Thank You!||I stayed at the hotel from August 5 to August 10, 2025, and from the moment I arrived, I was warmly welcomed by a very kind and professional young man named Luis at the front desk. He was friendly, helpful, knowledgeable, and made a great first impression.||Unfortunately, during my stay, I misplaced an important legal document. Over the next few days, I asked several departments for assistance—security, casino staff, housekeeping, and pool attendants—but no one was able to locate the item or seemed to put much effort into helping.||On the day of my checkout, August 10, I saw Luis at the front desk and decided to ask him. Without hesitation, he took immediate initiative, made several phone calls, and didn’t stop until he successfully located my lost document. His professionalism, determination, and genuine willingness to help truly went above and beyond.||Luis turned what could have been a very stressful experience into a positive one, and I’m incredibly grateful for his outstanding service. He is a true asset to your team!

I had a great stay! The location was perfect, and the hotel itself was clean and comfortable. The staff were friendly and helpful. Check-in took a little longer than expected, especially since it was 1 a.m., but overall everything went smoothly. I would definitely stay here again and highly recommend it to others.

Negatives: the toilet was broke for 2 days before they decided to fix it. The first maintenance guy said let your stool sit for 15 minutes then flush. The toilets are having issues with the toilet paper. They gave me $55 of a resort fee for letting my stool sit for 15 minutes before flushing smh! Positives: The hotel is in an amazing area close to everything. The food at the hotel is amazing! The activities they plan at the hotel kept us entertained. The beds are super comfortable!!!

I really enjoyed my stay at this hotel ! It was very clean & the staff are very friendly. They have multiple options for dinning . I only tried the restaurant by the pool & I loved the shrimp empanadas. Our server each time we went was Gabriel ( Gabby) he is amazingggg!!!! He is very nice , patient and offers suggestions for food and activities!!! Thank you Gabby!!!

My overall experience at the resort would be qualified as mediocre. I have traveled to San Juan several times on military business, but this was a first with my girlfriends, so I will start with the good: the hotel itself is aesthetically pleasing, it was clean, initially the staff is quite friendly upon arrival, and check in our room was clean and comfortable. Pool-side staff was engaging, friendly, prompt with their delivery, courteous, the in-room dining experience was great, location great, and here is where I have an issue…. I reported to the desk agent that the bathroom door in my room was constantly getting stuck, locking myself and my roommates into the bathroom. I reported this to her on the second day of our trip as I was trying to secure a cabana for the day. I was told that the cabana was secured through a third party, and we had to download an app. We sat at the front desk and downloaded the app. The desk agent said the cabana was available on her computer, but not showing availability on the app; the app said that it was sold out for the day. The desk agent went back and forth into the management office before returning and stating that the app was in error, so I tried to secure it for other days during our stay, and again, the app showed no availability, that it was sold out. We were again informed by the desk agent that that was an error. She went back and forth a couple of times and went back into the office, but ultimately came back and said she was just informed that the cabana is under construction, and that's why you can't book it. We left it alone, and we were assured that she was going to send maintenance up to fix the issue with the door. Maintenance never came to fix the door to rectify that, and lo and behold, the next day we go to the pool area to spend the day at the pool, and the cabana is NOT under construction, and it indeed has been rented out by someone else for the day, who is having a party there. I saw the desk agent and asked about the situation, to which she never responded but hastily walked away. The whole situation is quite disturbing, disheartening, and distasteful. I don’t know the motivation for the LIE, but the LIE was told. Additionally, we learned that day passes were bought there, and so we tried to secure lounge chairs since we couldn’t get the cabana (lied about it) outside patrons were buying and using the lounge area so we had nowhere to sit because they were purchasing day passes from said app that we learned about the day prior again have we known all of this it certainly would have changed our location as we are used to traveling in all inclusive and adults only resorts um this again soured our trip the pool side staff did their best to accommodate us Please note drinks are very expensive or should I say additional shots are expensive they will cost the same as a full drink we saw learned what you will pay for a normal drink in the states is tripled at the resort so just be cognizant of that Lastly the restaurants Texas de Brazil that we've often patronized here in the states and was a plus to booking the hotel turned out to be a bust the food mainly the beef selections were extremely overcooked um if you like everything well done then you will be fine I will leave it at that the best thing at a meat restaurant where the mushrooms.

Good hotel, clean and friendly staff. The casino was nice. Didn’t check out the amenities. I am unsure I would go with family as we could see the pool and it didn’t look that fun. I feel like it’s a hotel for adults. They did have pizza classes and yoga and salsa dancing.

Love love loved the location. The free shuttle ride to old juan was an added plus. The pool stayed open to 10pm which I really appreciated. The casino wasn't smoky. The location is right across from the mobile district wwhich is a must visit if you're here. Dinner, drinks and a movie all withing walking distance.

It's very close to the airport. Super nice employees, welcoming without a doubt. They have 1 bar next to the lobby and another inside the casino, and Live music in the casino. Thank you Luis Rivera Casino Manager for your hospitality and exceptional service. The casino is awesome and everything around the hotel, as well there are Restaurants and even a Zipline. next time we will try to stay as it is very beautiful.

Went to the fourth floor pool at night. What a view!!!!! At night the view overlooks the convention center and the distrito de t-mobile. It comes with a pool side bar, teo jacuzzi's and lots of seating with chairs, tables and umbrellas. They will take your order anywhere you find a seat. We didn't stay there so a friend staying here allowed us to be her guests. Beautiful...!!!!!!

Beautiful grounds at the beach. The staff was very helpful. The rooms are a tad dated, but they were clean, and ours had a really good view. There were food options onsite and several in the area.

Visited here last year... highly rated hotel and casino but it lacks a view of the ocean. I didn't particularly like the infinity pool...it was smaller than expected, the water was cold and it overlooked the Tmobile districto. I prefer an ocean or beach view... the all you can eat buffet is $35 pp..the food was good. Omg you have to try the Avena (oatmeal).. that is the best oatmeal I've ever had...and try the quesitos.....we went back this year to eat breakfast just for the oatmeal... they must have a spanish cook.. the rooms were nice.. the casino was like any other casino.... the package we had waived the resort fee, but charged it after we left...but we called them and they gave us back the money... be careful with that. Check your receipts....

Absolutely terrible experience. While the premises were beautiful and rooms were clean and big, the service made our stay the worst I've ever had. Did not want to get served at the restaurant and had to wait over 15 min for a menu. Was denied service at the pool bar for over half of our stay, and upon complaining downstairs I was constantly met with the same phrase: "only the pool bar manager can remove the block on your ban." While the pool was beautiful we could not enjoy the amenities for 2 of our 3 day stay and I will never be returning. No help from staff and they were actually taunting and laughing at us when attempting to order. Could not recommend less.

Nos quedamos del 23 al 25 de junio por una actividad que teníamos en el Centro de Convenciones. Hacia tiempo que no me quedada en un hotel y la experiencia fue buena. Pude dormir sin ninguna molestia de ruido. Habitación limpia y sin olores. El check in es a las 4pm pero preguntamos a la 1pm si estaba lista y nos informaron que si y entramos. Tiene varios locales para comer aunque el desayuno cuesta $32.00 por persona a menos que tengas un paquete que te lo incluya Dino tienes que salir a buscar desayuno. Las opciones de almuerzo son varias en el Area. El hotel ofrece viajes a la Playa del Escambron y al viejo San Juan gratis. No tuve ningún inconveniente en la estadia

DO NOT STAY HERE. This hotel is the absolute WORST experience I have ever had in my life. I wish I could give it zero stars. Checked in at 5am. Note the very early arrival so we were tired. Had 2 room reservations that were pre-paid by our client who had over 50 guests booked in this hotel for their event at the conference center next door. But the woman working was not nice, told us we had to pay for the rooms in full (over $5000 for 4 nights). Given it was so early in the morning I said I'd just take one room and figure out how to fix this with our coordinators. They sent us an amenity tray with wine and notebooks (lol) saying they were sorry for the mixup. I wish I would've been more assertive with my disappointment because it was a mess for the rest of time here. Literally a mess. No one cleaned our room for the 4 nights we've been here. Our phone in the room doesn't work so we had to call from our personal cell phones and yet - no one came. Then after calling multiple times, they sent someone who was on his cell phone talking the entire time he was "cleaning". At 9pm at night. The front desk and hospitality staff are aloof and unprofessional. Tonight was the last straw. We came back from being out all day and sure enough, no one had cleaned our room. They offered me beach towels to use because they couldn't reach their own housekeeping department! This is not a 4-star hotel. Don't stay here. If you have to stay at the conference center stay at the Aloft Hotel next door. The walls are also thin, people are up all night in the hallways. When you check in there are massive lines and if you're lucky 2 people are at the desk. It's the most poorly run hotel I've ever stayed at. I've stayed at 2-star hotels that are run better than this one, and with true hospitality. If you want to be at a casino hotel, stay in Condado instead. Needless to say, after having 50 rooms reserved here these past 4 days they've created such a poor brand experience our coordinators won't be booking our clients here ever again. I've never had to post a negative review before. But I have no choice but to warn people to book here at your own risk.

It's a good hotel, overall. Rooms are comfy, TV, fridge, towels, service, restaurants, etc., all good. The downsides are the lobby and the housekeeping. The lobby so small for a 5-star hotel. Even for a 4-star one. The housekeeping staff is great. It's just that they don't do it everyday. Actually, the guy on the phone said they never do it unless you ask. He had said that the room wasn't cleaned because I had the do not disturb sign on--which I didn't. But he later changed the story. Anyway, this and the lobby.. and the price, made it a 4-star review. $230/night is not what it's worth.

This hotel is convenient to the airport. The check in was fast and pleasant. The beds are comfortable. The air conditioning systems in all the rooms that I have stayed in make a terrible noise. The restaurant in hotel is very good. The staff is extremely kind and helpful. This location has restaurants in walking distance as well. The convention center next door.

It was pretty standard for Puerto Rico. I was where for work, unfortunately, and I stayed here for 1 night and then 2 nights at La Concha. The Sheraton is right next to the convention center and has a casino. The parking is across the street in a large garage. It is like $24 a day I think. Nothing special. Check in took a while as there were a lot of people but it moved and the desk attendant was helpful. I was placed into room 1150 which was high per my request so I appreciated them regarding my request but... the room smelled like a nasty cigarette. I had a bad headache, nobodies fault but my stupid head's but I did and I was not going to be staying in that room and just wanted a change of room. I went to the desk and they were not exactly ready to accommodate me. They said they had to have housekeeping verify that the room smelled bad and also asked if I have a balcony. So what? That is not going to do the trick, that smell does not go away. They had room service check in and they said they were going to see if they can refresh the room. My car was previously owned by a smoker and 2 ozone applications and months of driving with the windows down, it still smells like smoke. I have a headache, trust me and just give me another room. I decided to go to dinner (Texas de Brazil) and they called while I was eating and said they have given me a new room 1046. https://www.youtube.com/watch?v=FMBtOmexmkc The room was fine. The hotel was fine. I did not use any amenity and the location was good but I am glad I was only there for 1 night. I did go to the restaurant in the morning for breakfast and they had a la carte and buffet. I usually do the buffet but it was $35 and that is above my allowed so I got an omelet and toast - it still came out to ~$35, it was tasty though. I don't speak Spanish and they were also accommodating to the language difference.

I stayed at a beach hotel, so this review is for the casino. I visited 3 casinos in San Juan, 2 in Condado and this Sheraton. I am an avid gambler and have played throughout the US and Europe. Of course everyone likes to be winner, but realistically it doesn't always happen. Compared to the Condado casinos the Sheraton has a much friendlier layout and more machines. There's a good variety of older machines and the newest ones. The cocktail servers were attentive and although I wasn't drinking , I was checked upon several times. For me a good slot day takes a little, gives a little, and allows me the opportunity to pass the time without reaching into my purse too many times. The Sheraton was good for this. I played on the same money for a while. And just when I was about to leave, I got the big one! I couldn't be more ecstatic. I didn't have to wait too long for the handpay, which was nice. I only have a few negatives...I couldn't find restrooms except way out in the lobby area, the automated ticket machine only gave me 20s instead of 100s, and the High Limit room could be expanded. Other than that it was a perfect way to spend a rainy afternoon. Out of the 3 casinos I visited, next time this will be my first pick. Thanks Sheraton!

As a frequent traveler, there comes to be certain expectations. You like a trained staff who can answer a question, clean rooms, a decent breakfast, and to feel like your appreciated for staying at that location. This hotel may not be everything in way of location, but it check off enough boxes to be a five star. I would definitely stay here again.

I stayed here in June, the location was perfect, the outdoor infinity pool and bar area were great - we used it everyday after we came back at night. The only downside I had was with the front desk man, wish I had gotten his name since he was very condescending when we asked about parking options..he used "like I said and had quite an attitude." The other bad experience was when I realized that my Bose headphones where missing. They made me leave the airport, my flight left in an hour - to open an official lost/stolen report. They claimed the couldn't do one if I wasn't in the hotel. So I took an Uber after checking my luggage in, get there & open a report, they tell me that they were going to investigate and if they didn't find them I would be reimbursed. I must've called them 6x between June - Sept. every time I called I would get a different story or that the security man needed to talk to his manager. I never got a call back. Had it not been for how they handled that investigation I would probably stay there again even with the condescending front desk man but the experience with the report left me with a bad experience. If you don't mind potentially having to do a lost/stolen report and not being compensated/or actually getting a callback then its a great location and good hotel. Everyone we interacted with was very nice with the exception of the front desk.

We booked a cruise out of PR & needed a room for the night this place worked out so well we arrived early like 1pm & were lucky enough that our room was ready we got Room#623 sweettttt love me this type of surprises we got into our room, settled in, change & headed out to enjoy the day. We got a later check out & it was no problem this was extremely helpful for us since our cruise didn't leave PR till 830pm. A $35 voucher was given to us after checking in we headed to the Pool bar, Frozen mango & piña colada's not bad later changed to Medalla light beer better since nice warm weather, lighter to drink & enjoy the infinity pool. Food we tried the Chicken tenders & fries, yumm chicken tenders were great & very good crispy fresh fries. Hanging here u got a DJ , seating area not a bad way to spend an afternoon & morning. This hotel is convenient to the cruise port a 5-6 minute car ride it is walkable distance but not recommended because of the rough terrain. Airport is an easy car ride. We had a lovely stay, everything was nice & clean loved the scent of the hotel it just smelled pretty lolll . Coming back after the cruise & we made the best out of our additional time, drinks at the lobby cafe plus some gambling at the casino. Overall we had a nice stay here & will for sure keep this place in mind for future , cruise hotel options.

We had drinks and appetizers at the pool bar and Marbin made the experience terrific! Wonder recommendations and great information about San Juan. Food was amazing as were the drinks. Thank you Marbin!

I honestly wish I could give 0 stars, where do I start??? I am staying here a total of 8 days which is very expensive for nothing. No free parking No sofa couch No free breakfast Ordered room service and got the entire order wrong. Employees tell me to stand on front desk line just to get towels. If I wanted to take towels with me outside hotel they take a deposit!!!??? Not even allowing an hour extended check out, that would be a fee as well. Employees told us breakfast starts at 6am, my family and I get there, they don't open til 6:30am. No accommodations whatsoever. I've stayed in so many different Marriot's and Sheratons all over the world and this by far is the absolute worst hotel I've ever stayed. Food is way over priced. I've asked them for 5 waters and they only bring up 3. No matter what they always screw up my order and made my stay so much harder to enjoy. I guarantee you will hate this hotel just as much as I do if you are expecting good service, accommodations, luxury and convenience. Beach is very far. I suggest and air bnb in loquillo.

This hotel has hidden costs be careful because they are eager to overcharge! They charged my corporate card (unauthorized) gratuity during breakfast which was supposed to be included. Fortunately, I noticed it and disputed bc I had tipped 20%. Terrible front desk service! On a Monday morning, People line up to check in/out and a lady brown hair/~55 years old (employee) came from a room grossly eating and stared at computer instead of helping g customers.

Furniture in the room was damaged, something was broken off in the outlets in the bathroom so neither was functional; not great if you're staying here for work. The outlet by the bed fried one of our chargers. Shower did not get hot consistently. This is a very loud hotel; you will hear people in the hallways all night long and construction noise early in the morning. Pool isn't the cleanest but offers a nice view and pool bar although a pina colada is $16. Hot tub was not functional. The only positive to staying here is that it is conveniently located close to Old San Juan and offers a shuttle; this shuttle does not include the airport.

We stayed here for a week and it was pretty good. Here are a few things I hope are helpful for travelers. Pros: -Front staff desk was awesome and always helpful. If you needed anything, they were good about taking care of it. -The pool and cabana staff were great! Very clean and well kept. Quiet. -The Choices restaurant and the Bay restaurant were both pretty good. -The T-Mobile district is within walking distance and has great food and entertainment. Cons: -The rooms were clean but the air is damp. It's hard to describe, but it always felt slightly clammy in the rooms, even when the AC was low. -Rooms took forever some days to be cleaned -Tour shuttle bus was sometimes late and took forever to pick you up for and to go to destinations. Overall, I would recommend it.

Location location it's not on the beach but the pool definitely makes up for that. They do offer some type of a shuttle to the beach but since it's been my several trip to San Juan, I rent a car and go to different parts of the island which have beautiful beaches just about anywhere you go staff and service is wonderful. I can't say enough about this hotel. I really enjoyed everything but the follow guest I stay at a lot of different Marriott hotels and because I do stay a lot of different properties, I forget sometimes for some reason people who stay at this brand have some type of an attitude, quite frankly, rude with other guest, especially with the hotel staff not very friendly, especially while you're on vacation, you would expect people to want to talk and be happy and talk about things they're doing that day where they been this is not the case here for some reason it's not just this Sheridan I've noticed This specific brand ... like I mentioned before I stayed a lot of of the Marriott Hilton MGM, which is all one company now residence inn. Everything is just about the same and I don't experience this at the other resorts quite frankly would much higher price tag people are so much nicer. And go out of your way to make you feel like you belong. This is not the case Sheridan not sure why.... Argentina Cowboys, Boston mass.......,

Hotel was nice, everything we needed and restaurant was okay. The ambiance was nice outside by the water but since it was raining we took cover underneath an awning and grabbed bite. The nachos were HUGE and just okay, they looked amazing but they were just alright. We also ordered the fried cheese with guava which were not what I would have expected and again, okay, but nothing super great. Kind of bummed since the food looked more delicious. Didn't expect anything too amazing though since it was a hotel restaurant.

Excellent meal. I sat alone, at the bar in the Metropol. The server made the best Bombay Sapphire martini I've had in a restaurant, following instructions perfectly. (If you're reading this, Metropol, I'm the one who asks for his martini to be violently shaken.) I asked my server if she ate fish and she said, cautiously, that she did. I asked what was the best on the menu and she responded almost before the words were out of my mouth. "Ceviche." Absoutely awesome. I prowled around for a suggestion of wine by the glass and wasn't impressed by the menu, but a second bartendener told me that the Whitehaven Sauvignon Blanc was really good. And he wasn't wrong either. I had a pleasant experience and a buzz from the superb martini. I had another Metropol meal at the airport when I left, and the menu was smaller as was the wine list. 3.5 stars there - the mofongos rellenos were quite good but service was spotty and the wines by the glass were quite limited.

Beautiful hotel.Clean room. My favorite part of this hotel was that there was yoga at 7 am and water Zumba in the pool at 10 am available to me. We also enjoyed the 35-dollar credit that we could use every day at the cafe located poolside. If I didn't choose to apply it to food I used it towards a bucket of PR produced beer plus one to take up to my room frig

The property is very nice and well kept. It's on the bay so you will have to travel for beaches. They have many shops nearby and Walmart is a quick Uber ride away. I only stayed one night so I couldn't enjoy many of the amenities. The gym is a bit cramped but it's functional and open 24 hours. Lots of food options onsite including the pool bar. The view is great and the Cubano was amazing. Staff throughout the property were courteous and willing to assist. Great option if you need to be close to the airport but away from the noise. There's also a casino but I didn't get the chance to check it out.

My husband and I recently spent 4 nights here. The staff that we interacted with were very friendly, professional, and helpful! From the concierge, check-in staff, Ocean Lounge, Bay poolside bar & grill, Choices Bistro for breakfast...the staff were great! The food was very good at each of the restaurants mentioned above. The location was perfect for our short trip. Short drive into Old San Juan. Plenty of restaurant options nearby. Shuttle was helpful.

Took forever to get checked in. Joyce took great care of us. The exec lounge is closed but I got a dinner voucher and drink coupons for the outdoor bar & grille. The nachos were very good. Homemade guac. The fish tacos were just meh. Mahi was too fishy. Standard room. Breakfast was not good. Waited 20 minutes to be spoke.mb too. They tell you breakfast is included in rate but it's only toast and coffee. They try and upsell you for pricey menu items. The hotel is 11 years old. Isis was also wonderful in serving us dinner and drinks.

This hotel was very well maintained and the people were very nice I enjoyed my visit I was here for 4 days with a price tag of 1700 now that was expensive however everything from events to parties to clubs are at this hotel by far one of the nicest hotels in San Juan

Stayed an overnight here while in area - quick an efficient check in, great covid protocols and very friendly. The infinity pool and "hot tub" it's hot, no bubble jets? Was nice to enjoy while listening to the coquis do their thing.. until a jerk couple with their boom box of music that was not requested showed up lol I think the hotel staff should have told them to turn it wayyy down but they seemed uninterested in the other patrons comfort. There are coupons for a welcome drink but all of the bars were closed by 8pm that accepted them so that was a lost nice little amenity as well. The rooms were perfect and I appreciate that I could smell the bleach on the sheets! Nice safe area as well.

There aren't many breakfast options near the convention center for breakfast, especially if you're living the Keto lifestyle but the Cafe inside the Sheraton Hotel & Casino absolutely hits the spot! The buffet (along with an assortment of breads, fruits, and pastries) had eggs, bacon, sausage, Brussel sprouts, AND a sugar free syrup option because Lord knows that syrup goes with Brussel sprouts! It was reasonably priced (for a Caribbean island, hotel buffet). I definitely paid more for less in Hilton Head!

I stayed here for a week. The staff is extremely helpful and friendly. PROS: state of the art 24/7 fitness center, location of hotel, restaurants, park and views. The hotel has a casino and numerous restaurants. I only ate from Choices (but enjoyed my food). CONS: rooms don't come with microwave and fridge but staff brought me one of each for no fee. The carpet in the room is heavily stained. TV Channel guide provided is inaccurate. The tub is super slippery (I actually fell), but they do offer free rubber bath mats. Not located near a convenience or grocery store. If you love outdoor running, this is the location. Either way you go you will run into something interesting whether that's Condado or Central Park. Also, the fitness center is the best I've ever seen in a hotel. All the equipment is in great condition, they offer wet/cold towels and dry towels, bottled water, and disinfecting wipes. From Choices I had the guava stuffed pancakes ($12), breakfast potatoes ($5), spicy yellow sweet potato mash ($5), and seasonal vegetables - carrots and asparagus ($5) and vegetable breakfast burrito. All items were seasoned well and decent sized portion. As other Yelpers have stated, parking is expensive here, so I recommend public transportation or Uber.

BED BUGS BED BUGS don't stay here. I would have liked to give a better review about this hotel but I can't. Stay seemed to be going well until we realized my son had bed bugs. When we went to the front desk to say something they said they would send someone up. And if yes they would move us. Well nothing happened. My husband pulled the sheets back and saw the bugs on the bed. Took a lot of pictures and called back down to have them move us. When bellman finally came up to give us a room all the way down the hallway when we had to leave for the airport 4am. So inconvenient.Room was Smokey. Went back downstairs with all of our belonging to ask for another room. No apologies were given. No one ask to see my sons hands and feet or bites on his body. No one offered maybe some medecine. But i did get a phone call from a manager saying he would comp 1 night resort fee since I complained on the last day. And they needed to have someone come out and do a visual inspection first. What???? If I knew,what it was I would have complained the next morning. Of course I emailed Miquel Benitez. Said they were gonna have Ecolab or whoever to come and check it out and guess what I received there copy of the paper saying they did a visual inspection and nothing was found how did I guess that was gonna happened. Visual inspection maybe someone should have came up when we called them and did a visual then. Outcome was what I had expected. Hotel also needs alittle tlc. Pool itself could have been better kept. It was a nice view I can say. That's about it nothing special about this place. It just has the Sheraton name on it.

Great location, nice service provided, comfortable beds and spacious rooms. The levels of security are outstanding and they have and indoors bar for food and snacks. The pool it's really beautiful and the views from the hotel are very lovely as well.

I was recently in San Juan for work and stayed here for a week. The property is excellent. Its amenities, cleanliness, convenient location to surrounding neighborhoods of interest and customer service are exceptional. Some highlights are an inviting pool area, a convenient lobby coffee bar with a nice menu and staff, and an attentive housekeeping personnel. The hotel's staff in general is friendly, warm and helpful. Shout out to Paola Candelario at the front desk, a real asset to the hotel. Paola made suggestions and recommendations and helped make my stay there a great one. Gracias!

Checked in June 4 with no problem. Front desk clerk was very helpful and informative. Pros: clean, good location near convention center. Food was decent. Cons: Shuttle to beach and old San Juan is nice. The two drivers are the most sullen people I have met on any vacation. Then there is a sign saying to make sure to tip them. I am all for tipping but these gentlemen need to work on being pleasant and communicative. A smile never hurt anyone. Issues with cleaning of rooms. We put do not disturb on door and took it off at 11 am when we left. We returned around 4 and the gentleman was cleaning the room next door. We later called about getting service and we were told no. We still have no clue what time we would have to leave in order to get service. So, we asked for several things like clean towels, trash emptied, and coffee and cups. We got coffee, no cups, 2 sets of towels for 4 people, and a bag to put our trash into and was told to leave it in the hallway. We had to call and ask for more towels 3 more times before we got more. Every day we were there we had to call for the correct number of towels. Frustrating. We booked the night kayak tour and were charged $75 pp. We looked online and the price on Viator was $65. When we contacted guest services we were told too bad basically, no refunds within 72 hours. Book with Viator and save your money. Upon checkout I got a printout of my charges which were correct. Days later on my card I saw another charge over $100. I called the hotel and after investigating, was told so sorry it was a mistake. It was one thing after another. This is not what a vacation should be like and I wouldn't suggest this location because it was not relaxing like it should be.

The hotel and location were great, the rooms are spacious and very clean and the staff is professional and friendly. Unfortunately like every other place in San Juan the hours of the casino, bar and restaurants close way to early. This has a nice central location to access Old San Juan, Nightclubs and beaches. We had an awesome stay other than those small issues and would definitely stay here again !

The hotel is very nice, the rooms are comfy and spacious. We even tried our hand at the tables in the casino. They are a lot more generous in their payouts than other casinos in the U.S. and their minimums are a lot less (multiple $5 tables). Luckily, my friend had status so we had access to the executive lounge. What a savior! We were really unimpressed with the food in PR in general, but in the lounge we had really good breakfasts and happy hour had an abundance of savory and sweet options. Alcoholic drinks were for purchase. On our last day, we were so tired of the disappointing food outside of the hotel, we just ate "dinner" here during happy hour and were really happy we did. The location is not very central to anything. That being said, we found that we needed a car to get to all the destinations on our checklist, so it was not a huge deal. Parking in the garage can also be added to your hotel bill.

This hotel was super clean and updated! The food was excellent at the restaurant for breakfast, but the Pool Bar food was some of the best we had while in PR - and it was also affordable. The staff is super friendly, especially Jesus, Gabriel and Bianca. They were all so great, and made our stay so enjoyable.

Beautiful! Welcoming and happy to have you. I was taken aback by the offer of a drink, champagne or mimosa upon arrival at the check in area. I was promptly attended to and given a beautiful room with a view. You soon find out that you are at a Sheraton. A perk for my room rate included access to an executive lounge on floor 12 with spectacular views and 24 hour access. Breakfast, dinner/happy hour and snacks and coffee and drinks. All except alcoholic drinks. On the 4th floor is a beautiful rooftop infinity pool and jacuzzi. I would have appreciated if they had had a steam room or sauna. I had drinks at the bar. A little over priced at $10 a drink but understandable for PR. Their sushi was great. I had the one that included fried plantains. Imagine that! Parking was readily available and included in my rate as well. Overall I was pleased with the experience and hope to return soon.

Arrived on a Sunday evening and it was my first time back to Puerto Rico since the devastating hurricane hit them over a year ago. Well this Yelper is happy to say it is back better than before! Upon arriving this hotel has it all in the way it is centrally located to every where you want to be. Short taxi ride from Airport once you arrive you are directed to check in. Not only was the front desk amazing but you need to check out 1 night early but stay late on the new check out date no issues or problem. For you travellers you know they always charge. The room was comfortable and most importantly clean. With magnificent views of the rooftop infinity lap pool as well as at night you can see a cruiseship lite up in the Port. On two mornings I ordered room aervice for breakfast. The quality of the ingredients were noticeable. They served Harney Tea which is the best and yes the extra I took home with me. Twice I had gone to the pool deck for lunch. The burgers were barbecued to perfection and tasted amazing. The only two small items I noticed the jets in the hot tub they are still waiting for a part and the hallway on my floor was still needing paint. Not deal breaekers definitely look forward to my next stay here at this hotel.

Highly recommend! Great experience from the moment we walked in until the day we left. Cordero at the front desk was just amazing! So attentive & helpful all 4 days! Adriana in the the restaurant gave us so much personal attention & help with places to visit. Our breakfast was outstanding every day btw. Clean facility... beautiful pool area & met so many nice ppl!!! It's also centrally located... right beside Districto TMobile a great place to eat, listen to live music, etc

Really enjoyed my stay. Check in was packed, but went pretty smooth. Front desk staff was very sweet and inviting. Room was gorgeous! Very clean and nice amenities. The pool (level 4) was so beautiful. Tons of places to lay out. Bar is right there. Towels are available. Not much around the hotel, so definitely a convenience if you need to stay near airport for a short duration and that's about it. Huge recommendation is eliminate the horrific cigarette odor when walking in!! There's an attached casino and if I don't smoke, don't gamble, I certainly want nothing to do with that disgusting smell.

Anjelica and shell marie (sp?) at front desk hotel were both great and helpful and very sweet. The guest services took forever though if you ever called them from room. Rang endlessly and when you do get ahold of them to ask for toothpaste or anything it literally takes minimum 20 mins to get it. Also the coffee machine in the room was absolutely disgusting, exactly why I would never drink from it. Best part was the infinity pool. Only thing I wish I would have noticed is that the sheraton in old San juan is located in a way better area. There's live music and food trucks in the area and people all over. Also its right off the water. So in case anyone wants to know the difference.

We stayed here for 2 days after a Celebrity cruise. When we booked the hotel we thought it was closer to downtown (Old San Juan) than it actually was so we were a little disappointed when the cab driver drove us across the street from the port. Had we less luggage and there had been sidewalks, we could have walked. The hotel itself is beautiful and customer service is spectacular. The gentleman at the front desk spent plenty of time with us discussing the city, food options, etc before giving us our keys to our upgraded suite. Our room was awesome with an extremely large balcony that overlooked the port, the Convention Center and the swimming pool located on the 4th floor. We had a great bottle of wine with the assistance in selection of our wonderful server. Because we were located so far out our options for getting to old San Juan was a cab, Uber, or walking. We decided to get our exercise in and walk. We were extremely happy with this decision because we got to experience the true feel of San Juan, which was amazing. Overall, we loved the hotel. The only reason for 4 instead of 5 stars is for two reasons. The restaurants in the hotel/casino had absolutely no vegetarian options. Now this may seem picky but we haven't experienced this before in any hotel of this size so we were disappointed and ending up eating out every night. The second reason is that they close the pool bar extremely early. After spending a couple of hours by the pool we went to the bar (the sun was still up) and they had already closed up for the day.

I stayed at this hotel along with the rest of my team for a work trip as it is adjacent to the ship port. It is very expansive. It has a spa, casino, a few restaurants and bars, infinity pool deck, gym and who knows what else. I didn't eat at the restaurant but I had a couple drinks. The Mojitos are phenomenal. They have drink specials at the casino bar so on Friday night I only paid $3 for an awesome Mojito for their ladies night promotion. I was the only person at the bar and yet waited 10 min for a drink and then had to look for the bartender to ask to pay cause she was talking on the phone. The room was nice and clean, the bed was sooooo comfy. I wanted to steal the pillows. They give you two complimentary bottles of water in your room which is a nice touch. They also give you an arm band to enter the pool deck. The pool deck is really beautiful. There's a full outdoor bar and cafe, loungers, a pseudo waterfall feature in one small wading pool and another infinity pool. I saw a cocktail waitress or two but none ever came to wait on me. I took a nap on a lounger for a little while but then a group of adolescent boys came to the pool and then all types of noise and disruption ensued. It bothered me that there weren't any poolside staff to watch these kids and tell them to stop the horseplay. One almost trampled me so I'm not complaining for no reason. As I left the pool the person at the door wouldn't let me take the pool towel wrapped around me to my room so I had to dry to dry off as much as possible before taking the lift back to my room. The reason why I bring this up is because I didn't feel like I was in a 4.5-5 star hotel. It felt like 3-star service in a 4.5 star hotel. I would recommend this hotel for families and people who want a lot of activity. I saw two salsa bands performing while I was there for two days. I would not recommend this hotel to someone who is accustomed to 5- star service or that wants a quiet, relaxing getaway.

Absolutely gorgeous. Service great beautiful hotel Located 15 minutes from the nearest beach and great location to access restaurants and shopping. Las camas son muy cómodas y el servicio excelente.

One of my favorite things while staying at this hotel was the staff! They go above and beyond for the guest. I would stay here just because the staff makes you feel so welcomed. The hotel is not beach front but they do have an awesome infinity pool, with a view of the bay. There is a restaurant, spa and casino. You can also drive 5 - 10 minutes max to restaurants near old San Juan or isla verde. Beach is about 5 - 10 minutes away (Isla Verde). Can't wait to go back.

Greeted nicely. Welcomed with mimosas. Very quick check in. With your room key you are only allowed to select your room floor. The staff is very friendly. Room is super cozy, clean.

We stayed at this hotel for our 5 night stay this past week. We were in Puerto Rico for the Ironman triathlon event. We booked the hotel before they opened up a room block for the race, but still got a great deal. There were several others who participated in the Ironman staying here. Our check in process was quick, friendly, and efficient. I was a little hesitating about how it would go after reading several negative reviews. It was so not the case, they were super helpful and we got to our room right away. The room was spacious and clean. The housekeeping/front desk staff were very attentive and made sure to call us daily to see if we needed anything. The bed was very comfortable (much needed after the Ironman race) however the pillows were terrible. I didn't bother asking for new ones because they are probably standard. The hotel was nicely located for our event. We were only a mile away from the lagoon so the location was perfect for us. We don't mind walking so we were able to get around easily. I would highly recommend this hotel for your new stay in San Juan! They are OPEN for business!