Sheraton Old San Juan Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

172 reviews

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  Best location in San Juan

  The Rumbao is in an ideal location for a visit to San Juan. Easy to complete a full walking tour of the old city right from the front door. There is a convenient rental car desk in the lobby so you can rent a car and return it back to the hotel garage for an excursion into the countryside. Directly across the street from the cruise piers. Recently refreshed, the room was comfortable and the furnishings in good condition. Housekeeping is deficient. Glassware in the room was not properly cleaned. The collection of towels provided varied daily with no discernable standard. Be aware that self parking actually works out to be more expensive than valet parking. Overall, excellent value for money based on location and the generally high standard of the facility.

  Mar 28, 2026
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  mold in refrigerator and bad customer service,

  please don't stay at this property, it's way overpriced and even though i used 62,500 marriott points, the hotel only wants to accommodate me 15,000 points for my horrible stay, the refrigerator had black mold, which looked like it's been there for a while, the housekeeping man entered our room without knocking frightening my wife, the room said it comes with a balcony, which is not much of a balcony at , you just open the doors to a view of water, there is not enough room for a chair or you to even go outside , just lookout. , it was like buying a house without a finished deck and they just but wood across the door , so no one falls out. Did I stay it took almost 3 or more hours for everyone to check in and they were complaining, thank God they were serving mimosa, and the bartenders were good. I go to Puerto rice several times a year for cruises, but next time I will stay at a Hilton property. I spoke to a manager from Marriott rewards services, but he was no help at all, im really surprise Marriott, treats titanium member like this, especially since being a rewards member for over 26 years. I'm about to depart from this bad service. they could have just refunded me the points used to stay at this dump. I should have known better since it was a previous sheraton property (dump).

  Mar 16, 2026
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  Rumbao onto your cruise ship !

  We use this hotel for a pre-cruise nights.. It is very close .. ( couldn’t be much closer than being on the ship ;) ) .The Rooms were nice, clean, and spacious. Hotel staff were very gracious and helpful. Most of the city is well within walking distance of the property. We were able to store our bags before we had to show up for our cruise and the directions provided by the hotel to various sites were spot on. The only down side was that the hotel had a business group / meetings going on and they kind of took over the restaurant and bar.. Also the service hours of the bar and restaurant were kind of short.. only open to 10 PM in the evening… not great for those of us coming from the west coast of the mainland USA. Also right next door to the Hotel is the worlds greatest Wal-Greens … for the cruisers and last minute forgotten items . its in the perfect spot .

  Mar 06, 2026
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  Perfect pre-cruise hotel

  We spent a delightful night at the Hotel Rumbao before a cruise from San Juan. The ship docked a block away, but we also appreciated the excellent location for strolling into Old San Juan. We arrived at 4 and were in our room at 4:05. The halls can be long depending on your room location, but the room was clean and very comfortable. Desk staff were friendly and efficient. We had both dinner and breakfast at the in-house Kueros Restaurant. The food was delicious, but the service was exceptional. Thank you Jorge Paris and Claudia for taking such good care of us and making us feel special. If the hotel were on the beach, it would have been 5 stars.

  Mar 01, 2026
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  Management could use some help

  Arrived at 4:00 on the dot and was informed my room was not available and the clerk had absolutely no idea when it would be. Mind you advertised check in time is 4:00. The folks right behind me in line got into their room right away. When I said WTH I was told it was because they used mobile check in. I said I used it as well when I was prompted 2 days ago. She informed me they only see the ones that are done the day of. Another WTH. I can see the clerk is unhappy but al of a sudden a room is ready. What do you know!!!!!! The sheets on the bed were worthless. A mattress pad laid on the mattress then a flat sheet was laid on top of that. Was not big enough to tuck in . So everytime you moved....you can imagine how that didnt work. The last nail was, that a member with status I requested a 1:00 late check out. At the stroke of 11 my key no longer worked the elevator or my room. WTH. Back to the lobby and wait in line for 15 minutes!!! Marriott - you may want to get involved before they tarnish the entire brand.

  Feb 27, 2026