Sheraton Old San Juan Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

146 reviews

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  Stunningly bad service in almost every aspect of our stay.

  When we arrived by taxi, there were two bellhops lounging around chatting. They watched as we unloaded our 8 bags and finally managed to coral them through the doors into the lobby, at which point they absurdly asked if we needed assistance with our bags. We booked two queens for a family of four, the room was set up for two people; towels, mugs, glasses, etc. My husband went down to request towels and information about weekend events, stood ignored for many minutes while the single clerk at the front desk engaged with a women in what appeared a casual, personal conversation. There was no one else in the lobby. He finally gave up as it was apparent the clerk was more interested in chatting up the women than helping him. The following day, upon returning from some sight seeing, we once again stood in line to request towels. The inefficiency was a sight to behold. The lobby was full and the lines didn't move. Doors slamming throughout the night kept waking us. Decent sound proofing should be a given in this level of hotel! We decided to go to the bar for a drink. The bar was easily 50% empty with 3 bartenders/waiters behind the bar. The hostess informed us the bar was too busy and we should go down to the cafe which also had a bar. The café was a lunch room with vinyl floors full of raucous people and their children. The "bar" was a few bottles of spirits and a barista setup. Not a place one could enjoy a quiet drink to finish the evening. What a travesty of what should have been a comfortable, relaxing, enjoyable stay.

  Dec 13, 2025
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  Wonderful pre-cruise hotel stay

  Stayed the evening prior to a cruise out of San Juan. Only positives to say about the hotel facilities and staff. Regarding the hotels location, on the positive side it is located on the waterfront in the heart of Old San Juan with access to numerous restaurants, bars and entertainment. On the negative side, it is located on the waterfront right where the majority of the larger cruise ships dock, so the area is very congested during the day while the ships are in port. However, at night after the ships leave, the Old Town is magical. We we on a Seabourn cruise ships which docked across the bay at the Pan American terminal, which is only a ten minute taxi ride from the Old Town. Overall, I would highly recommended this hotel (even with the cruise ship traffic). Special thank you to the exceptional staff manning the hotel front desk!

  Dec 08, 2025
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  Could have been better

  I'm a Marriott Platinum member, so maybe I'm spoiled, but this hotel was a big disappointment. The location is great, but that's it. The food was just ok. My room (and it was a nice room) had no info that would have been helpful - hotel amenities, local to-do stuff, restaurants, etc. A clock in the room would have been nice. No hand lotion or make-up remover. Housekeeping was poor. When I arrived, there was a kleenex on the floor between the bed and the bedside table. It was still there when I left, and it's probably still there. One day housekeeping didn't arrive until after 3, and I think that was only because I went and complained. However, several members of the staff were excellent: Cordero at the front desk, Gina at the concierge/tour desk, Christian, the bartender. All of them helpful with wonderful personalities. Coul

  Nov 30, 2025
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  Poor service from hotel management at check in.

  If you are a Bonvoy Elite member do not expect anything in the way of recognition of your status. I am a Lifetime Titanium member and booked this hotel well in advance of our return from a cruise. I also checked in early on the app and requested early check in. We waited 6 1/2 hours to get our room. They release the rooms based on when you get off the boat and show up in the lobby and do not take status into account. Find a hotel away from the port or be ready to spend all day waiting. They literally do not care. Terrible management.

  Nov 23, 2025
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  You must stay here!!!!!

  This place has it all! We stayed here after a cruise. The hotel is located directly across from the cruise terminals. It is a short walk to get there. The hotel is beautiful inside and out! Check-in is at 4pm, but the front desk will call you if a room becomes available early. The hotel staff is extremely friendly and accommodating. We stayed on the 3rd Floor. The rooftop pool is a great place to relax. The hotel is located within walking distance of everything in Old San Juan. The breakfast buffet offered options to appeal to the all diners. The 2nd Floor terrace is a great place to enjoy a glass of wine and watch the sunset. We will definitely return to Hotel Rumbao!

  Nov 18, 2025