I have stayed at this property many times...probably four or five times since it opened. As I noted in my last review, service levels have improved substantially. For the price paid over the holidays in the Caribbean, this property is a great deal. It is pretty new hotel and, I believe, it is aging well. But, if you are looking for a "smooth as silk" problem-free stay, this is never going to be the place. There will always be one or two (or four) hiccups every visit. You just need to go with the flow.
As a Platinum member, I was upgraded to a junior suite for my entire stay during the busy holiday period. I appreciated the upgrade during this busy time. Unfortunately, the A/C was not working in the bedroom. The temperature in the living room was always roughly 8 degrees cooler than the bedroom (you can get the actual room temperature by hitting the Temp button on the thermostat). I found the property's engineering staff to be very friendly but completely incompetent regarding fixing the problem. After three visits to the room to fix the problem, I finally moved to another room which was perfect. Again, while they were very friendly, I never got the sense that the engineering staff understood the problem. Bizarre.
During the second or third day of my stay, the pool deck area was completely closed until 11 AM and the pool was out of service the entire day (even though guests were told it would re-open by 2 PM it did not). Guests were told there was an "emergency maintenance issue" with the pool. Stuff like this happens but certainly bad timing given the property must have been full given the holiday season. While guests were told the pool would re-open by 2 PM, that didn't happen. One reason it took so long to refill the pool was that two tiny garden hoses were used to refill the large pool and that was obviously inadequate. So, again, I understand things like this can happen anywhere, but this will never be the place you'd want to come if you needed a flawless vacation.
During each of my stays I have eaten breakfast at the main restaurant. I would say the service is very friendly and usually pretty competent. The food has always been just okay. Every single day of my stay the toast came out ice cold and every single day it had to be sent back. Stick with the basics and you'll navigate breakfast fine.
The club lounge is a real asset to the property but has slipped a teeny tiny bit since my last stay. The refrigerator in the lounge is stocked with bottled water and it used to stay stocked even during non-operating hours. During this stay, it was always empty during non-serving hours. The espresso/coffee machine is phenomenal...but, one day it wasn't working. I asked a lounge attendant when it would be fixed and was told a date roughly two weeks away. When I went back to the lounge THAT EVENING, it was working. Bizarre. The lounge serves cold breakfast food and evening snacks (both hot and cold). Since I had my breakfasts in the restaurant, I can't comment on the breakfast grub. Evening food in the lounge was hit or miss. Some evenings, the food was amazing (chips and guacamole; chicken fajitas, etc.). Some nights, it was pretty inedible. Also, there are nights when the only hot foods had meat. In the past, the lounge attendants would let me order a non-meat snack from the room service menu. I was not given that option during this stay. But, overall, the lounge is a huge asset to the property. My only suggestion would be that the property adjust the hours of operation for weekends/weekdays or New Years Day. The morning after New Years Eve, clearly the property should make the operating hours a bit later, no?
The gym was fine with a rack of dumbbells and weight lifting machines and plenty of cardio options. There were always plenty of towels.
The front desk was as good as I have seen it. Management is very engaged...always at the front desk or walking the property and speaking with staff and guests. This is a huge positive. Housekeeping and staff were all very nice, friendly, etc.
For the price paid over the holidays, this property is a great value. But, as I said, you will have an occasional problem or four. Just deal with it...
- Official Description (provided by the hotel):
- Superbly situated amidst the Puerto Rico Convention Center facing the Bay of San Juan, our hotel will be just 10 minutes from the international airport and 5 minutes from historic Old San Juan. ... more less
- Reservation Options:
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- Also Known As:
- Sheraton Puerto Rico Hotel And Casino
- Sheraton Puerto Rico Hotel San Juan