Sheraton Old San Juan Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

161 reviews

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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
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  DO NOT USE A DEBIT CARD FOR YOUR RESERVATION

  I stayed with my family for SANSE 2026 from Thursday to Sunday. This hotel is well located right in front of the bay and cruises terminals. Close to restaurants, bars, pharmacies, stores and historical places. In fact, there's a Walgreens right next to the lobby. From the moment I made the reservation (almost 10 months ago) with Julia, who were soooo helpful, kind and very patient with me, until the day I arrived, the bellmen (Joseph and Miguel) were kind and accommodating. Also the front desk staff (back to them later). In Kueros Restaurant, Joel (bartender), who makes the most tasty margaritas and is so friendly, and Genesis (waiter) who also were so friendly and kind. Now, Kueros has a limited but tasty menu for breakfast, lunch and dinner. Their breakfast bufet offers a fairly variety of options. ADVICE: The "á la carte" menu is also great, plenty and less expensive than the bufet. All the staff, including the maintenance staff, greeted us with a smile ALL THE TIME! The ice machine in our floor was out of service. But we always find it in other floors machines. The rooftop pool is fine but needs tender loving care. It has a great view of the bay and Old San Juan from there. But it needs attention. Surely has potential to be a cool spot. Now, I had a big issue with some waaayyyy over charges (holds) that the hotel made to my debit card. They overcharged me $1,800.00. I am not going to details because is a looong and frustrating story. But I have to say that the front desk staff, specially Josephine and Frances, went all the way above and beyond their duties to solve this issue. Either a system error or someone else's mistake, it was a headache for me and certainly a turn off to my vacation mode state of mind. But this two ladies were sooooo helpful and made this problem a personal one to them. Still without receiving a logical explanation from the hotel, Josephine and Frances made that experience less stressful. In general, my advice, make your reservations with a credit card or cash. DO NOT USE A DEBIT CARD!

  Jan 21, 2026
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  Great hotel before and after cruise!

  Great hotel in front of the port of Old San Juan. Wonderful location if you’re on a cruise, get off the cruise and walk across street to your hotel! Very clean and lovely rooms with large bathrooms. Recently renovated hotel. Have stayed here several times over the last 10 years and Marriott has done a great job taking it over! Great little cafe downstairs to grab breakfast or a snack. Also has a Walgreens attached to it to stock up on anything you might need! So convenient and walking distance to all the sites in Old San Juan! Very reasonably priced for Old San Juan. The quesito pastries are delish! Love all the quirky signage.

  Jan 16, 2026
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  Horrible Service

  The hotel itself is beautiful, the service is HORRIBLE! We arrived at 2pm and was told they would text us when our room was ready, we never received a text. We had to go to the front desk and inquire about our room. When we finally got to the room it didn't have my name as a welcome; it had someone else's name.. The rooms don't have washcloths only hand towels & towels, the breakfast buffet was cold , the coffee was Cold!!! I am so disappointed and I don't think I will ever come back here again!

  Jan 10, 2026
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  Good location, very bad service.

  Let’s start with the pros. The location is great, especially if you want to explore San Juan‘s old town and if you need access to the cruise terminal. You can literally see the cruise ships docking steps from the hotel’s entrance. The food in the main restaurant, Kueros, is very good. Also, the rooms are very tastefully decorated, with bold use of color and other design touches that give the rooms character and fun. What is not fun is this hotel’s service. We switched from the Sheraton for our first night to this hotel for our second (both “4-star”) and the contrast could not be more stark. The staff here was friendly enough, but disorganized, excruciatingly slow, and highly ineffective. I could give lots of examples in specifics, but all you really need to know is that we arrived at 4:15 PM for a 4 o’clock check-in and not only were the rooms not ready, but we waited in the lobby for over 2 hours before our rooms opened up. That’s right, we finally got into our room close to 7 PM at a hotel with a 4 PM check in time!! There were other problems too: lots of confusion over the rooms, the keys, the Internet, the TVs in the room, which were not working properly, etc. The staff always tells you the same thing, “no problem, we’ll take care of it.“ And then they never do and never get back to you. Finally, the pool area on the rooftop is very sad. Don’t believe the photos. The hot tub is not working and there are barely any chairs. It’s all kind of grungy and unappealing. So, overall, if you’re looking for a fairly inexpensive hotel in old town close to the pier, then this might be fine for you. If you’re looking for four-star amenities or excellent service, choose the Sheraton Puerto Rico Resort and Casino. Not the Rumbao.

  Jan 06, 2026