Sheraton Old San Juan Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

166 reviews

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  Nice Spot Nice Location

  Stayed here for a work trip and arrived late. Located in Old San Juan, felt colonial style but neat and well maintained. Front desk lady was pleasant and gave me the run down on the property and hand me the keys . The elevators and hallways were clean and the room equally so. It’s a Marriott Bonvoy hotel and the standards are maintained for sure. Furniture was in good condition clean bathroom with one soap to wash hands and face and then the three dispensers in the shower for body wash , shampoo and conditioner. Steamer for ironing and also a safe for valuables. Located right down the street from the cruise pier so in day time the streets as bustling with activity. There is a restaurant on property and a bar and sitting areas in lobby.

  Feb 10, 2026
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  Beautiful Hotel for Pre or Post Cruise; Great Restaurant!

  If your cruise leaves or arrives at the Old San Juan Pier, this is the hotel for you. It's an easy walk from the pier. Unfortunately, we (and a lot of other people) had a problem with check in, which is officially 4:00. We left our ship and arrived at the hotel at 9:30 a.m. I told the desk clerk that we had a two hour tour of the city starting at 11:00, then we would have lunch. He said our room should be ready by the time we return, and he had our luggage put into storage. We returned around 3:00, and the room wasn't ready. We had a rum drink in the bar, then waited around the lobby. We weren't called to get our room until 5:15. They gave us $21 credit for dinner in their restaurant as an apology. The room was beautiful, clean and comfortable with a great view of the harbor. The dinner in the restaurant was excellent. I had a Puerto Rican dish of rice and shrimp topped with a fried egg. Sorry I can't remember the name of it. For breakfast I had Challah French Toast with Coconut & Berries. It was fabulous! Despite the problem at check in, I would stay there again.

  Feb 05, 2026
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  Best hospitality from Check in to Check out

  This was my first time staying at this hotel, however it won’t be the last. We received VIP treatment from the moment we entered this beautiful hotel. Starting with the porter, Front desk staff, security and the Manager himself. We actually wanted to extend our stay but the hotel was completely booked for the following week. I highly recommend this hotel not only for its location in Old San Juan but mostly for the excellent hospitality. I personally complemented the Manager for having a great staff. A special thanks to Luciano, Miguel, Francisco, Omar and Juan Carlos 🙏

  Jan 28, 2026
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  nice facilities, a bit dated, but terrible service; not worth the location convenience

  We were interested in this hotel because it was located in old city San Juan, and it was convenient for our cruise departure. Previously, we stayed on the condado, and we wanted a change of scenery. I used suite night upgrades, and it was honored with confirmation before check in. The hotel facilities are quite nice, a bit dated, but overall the suite in which we were placed was really spacious and nice. I tend to like the boutique hotels in the Marriott family, as it gets a bit old being in the same cookie-cutter hotels when traveling for work. While the facilities were fine, the service was shockingly terrible. First, the check in/front desk line rarely was below 4-5 people, and it moves very slowly. When checking in, the room wasn’t ready. Which is fine, I’m happy to be a bit flexible; we grabbed a drink at the restaurant and enjoyed the view. But after nearly 2 hours, even checking regularly, the room was finally ready (checked in at a little after 4, got in our room at 6ish). I had arranged in advance with my ambassador representative to have amenities ready to celebrate my husband’s birthday, confirming what I wanted to include based on his preferences. When we got to the room, we found that none of the arrangement preferences were honored (a bowl of fruit was made available). The second day, we were out exploring the city, and when we returned, the room wasn’t serviced. No problem, I chatted with the front desk via the app, and they assured me they would have it addressed. We return from dinner, and the room remained unserviced. We then had to wait in the lobby after dinner for an hour as they cleaned. Breakfast at the hotel restaurant was buffet style. Yet, we had an hour wait each morning simply to be seated, in a rather empty dining room; and our server was rarely seen and difficult to even contain coffee from. Overall, it seems like the hotel is more interested in turning over rooms for those with cruise departures rather than providing an experience that would be expected at a Tribute hotel. While the location is tempting, I recommend you stay at any other property in San Juan until they can adequately address the service quality. This seems more like an issue of management and staffing, which is localized to this particular hotel.

  Jan 27, 2026
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  True 5 Star Hotel

  We read the reviews on this property and had some concerns but decided to try it. They have a management team who have responded to any concerns and are now running a wonderful property. Location next to the piers and in Old San Juan is amazing. Rooms are clean and well appointed. The staff are true 5 star. From the moment we walked in we felt like they were welcoming us home. If you arrive on a cruise transition day realize there are hundreds of people with thousands of bags...RELAX and enjoy the wonderful town while they prepare your room. They will hold your bags and call when it is ready. Restaurant and bar are killer. Terrace is one of the best views of the ships. Breakfast, lunch, dinner and late nite all available on the terrace. We will make this our go to hotel when visiting Old San Jaun. Worth the price! If you are cruising from the pier for the big ships you need a taxi. All other piers are across the street.

  Jan 25, 2026