Sheraton Old San Juan Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

145 reviews

• 

  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
• 

  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
• 

  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
• 

  Convenient Luxury in Old San Juan

  The hotel is nice. My sister was so impressed with the room (twin queen bed room 723) she took pictures. It was a very chaotic beginning. We arrived via cruise ship Nov 9 for one nights stay via The Brilliance of the Seas. Two other ships also arrived Explora I and the Queen Elizabeth and another not so familiar ship the Star Pride. The hotel was overwhelmed. We were there at 10 am at the check in desk and they securely stored ours and every other passenger's luggage who was staying there until the rooms would be ready at the 4pm check in time. I explored Old San Juan for many hours whilst my sister waited at the hotel. The rooms were not ready at 4pm. There were a dozen or so guests still waiting for rooms. The staff brought out appetizers from the Kueros Restaurant around 5pm. We got our room just before 6pm and the desk agent offered a food and beverage credit at the in house restaurant for our troubles. That was more than generous. The restaurant ribs were delicious. I went to the pool and hot tub that evening. I expect the pool is warmer during the hot days but at night it was a bit warmer than tepid. The hot tub was not very hot. I felt safe enough in Old San Juan as a 60 plus year old woman to walk around alone from the hotel around the Paseo del Morro National Recreational Trail and back (nearly 6 miles). A level of safety and comfort I didn't get a sense of in some of the Caribbean ports we visited. I would definitely go back to Old San Juan and explore Puerto Rico. I can't give it five stars because there is a difference in the destination fee Priceline quoted and what was charged and the included breakfast didn't include bacon, sausage and potatoes (that we didn't eat because they said it wasn't included but we were then charged for on the final hotel bill). It's certainly not a inexpensive hotel. But it's also very convenient. We walked from the ship to the hotel with our luggage.

  Nov 14, 2025
• 

  Unprepared for a Busy Day

  I chose this hotel because I wanted to redeem Marriott points. The hotel was unprepared for the number of guests checking in after our cruise ship docked. At the 4pm check in time, we were informed that there were at least 40 rooms that still needed to be cleaned, and that “4pm is the start of check-in and not when everyone can check-in.” I was told that my room was delayed because a Platinum member had a 4pm late check-out, so they were still working to clean it at 5pm with no estimated completion time. As a Titanium member, I often enjoy late check-out, but I also understand that these cannot always be accommodated. The hotel offered multiple drink credits, access to the pool (which is small with a few chairs), and food credit. They also passed fried appetizers that I was not offered nor could I have enjoyed due to dietary restrictions. Our room was quite nice. We did have a request a blanket be sent up twice. Miguel, the bell hop, worked very hard to accommodate everyone’s luggage. We did enjoy a snack at the Market Rumbao. The hotel was extremely convenient to the cruise port. It was also great to have Walgreens on the ground floor.

  Nov 09, 2025