Sheraton Old San Juan Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

170 reviews

• 

  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
• 

  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
• 

  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
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  Great location, hotel, skip dinner at night

  Rumbao is in the perfect location right on the water in old town. Everything including room was clean and well stocked. Loved the outdoor 2nd floor seating. The open areas were beautifully decorated. The breakfast buffet which was included was very nice. Service during the day was excellent however at night the servers were quite bad. They were doing us a favor by gracing our presence, was extremely slow when they did finally come over and it was NOT busy. There were 2 couples that sat at the table next to us and left after giving up on being waited on after about 15 min each. If you want a drink, go up to the bar yourself and eat dinner at one of the many restaurants close by. Storage of your luggage after checking out is also excellent. With the exception of the evening/night service it was a great hotel.

  Feb 17, 2026
• 

  Not a good stay, we had high expectations.

  We were very excited to stay here. Pros: hotel location is the best, walkable to many places, Walgreens is next door so convenient to grab anything in case, food at Kueros for dinner was delicious. Staffs most of them are friendly, always smile. Cons: unfortunately the service is inconsistent. We had problems here and there during our stay, definitely can improve for better service. Because I highly won't stay here again if we will visit San Juan in the future. - Late check in, not ready until 6:30pm. We were exhausted especially my toddler, long flight very early to wake up. We arrived hotel around 3pm. Check in time was 4pm. Was told room will be ready around 5pm. We went for a long walk & explored around to kill some time after keeping suitcases at bellman. Came back 5:30pm, still no room. Was kind of front desk to offer some food credit to use at Kueros restaurant. But we were ignored for the good 20-30 mins, no one came and asked anything to get order or drinks. Food were delicious so it made up for that slow service. We came back next day for dinner and service was faster and better with same waiter. - We only request cleaning room once during 4 nights stay because we know hotel is busy and we still have enough towels and stuffs. Room was finally cleaned when we came back hotel around 6pm (not done around 3:30pm when we were back first time). But pillows of 2 queen beds were exactly how they looked when we left. They made the beds very quickly and rush. Can check my photo for reference. Quite disappointed. - not sure what area in hotel were renovated as informations on hotel website, definitely needs some updating in the room. Stain in bathroom floor, very squeaky wooden door when try to open mini fridge every time. You have to push down the door so it won't be squeaky. Heat/AC in room wasn't functioning right. We were cold because rained a lot during our stay; changed to heat but 30-45 mins go by, only cold air coming out. We decided to turn off for the whole stay, temperature in room was better. And no safety box to use. - I bought fruit cups from Rumbao Market twice for my son. First time was good, expiry date was handwritten on the cup Feb 5th. Second time the next day was terrible, same expiry date. There is mold on strawberries & blueberries, melon were soaked in their own juice, sour and yucky. I fed my son a bit of that unfortunately until I realized the fruit cup wasn't good to eat at all. $10 to the trash. - buffet breakfast is a hit or miss. We paid extra to include breakfast but | wasn't impressed especially it is over $30 per per person. Again, fruit sometimes don't look and taste good, like they were pre cut too early, soaked in their own juice, and get sour. However, coconut oatmeal is the highlight for | and my son. Love the flavor! The staffs are attentive and helpful. That is a plus. - it rained a lot during our stay. There was one evening ( last night before departure) when it didn't really rain, we stopped by the pool and looked at the lights and cruise ships. We were there for 20 mins. We headed back room, changed quickly and wanted to use hot tub. 10mins later we were back, pool was closed without any advanced notice. We thought the automatic door had problem, so called front desk. Waited 15mins. There was an engineer (my guess), came and said it was closed for guest safety in the rain. It didn't rain and we were just there 10 mins ago. And why front desk didn't know that information to tell us so we wouldn't need to wait. - destination fee was double charge in my room bill for 3 nights out of 4. Unfortunately I didn't stop by front desk to check bill as I usually do to catch that. Filed a request on Marriott website, waited 5 days as email, hotel still didn't contact. I called hotel accountant, they realized the double charge and said will work on refund. Will contact me back within 5-10 business day. For context, we stayed on 9th floor in a two queen beds room early Feb, family of 3. Didnt receive any satisfaction survey from Marriott as usual after checking out so I can share my experiences with hotel management.

  Feb 14, 2026