The Sheraton Puerto Rico Hotel and Casino is one of the worst hotels I have ever stayed. I stayed at this hotel last year in February. Everything was fine, until my safe was broken into. I lost a nominal amount of money, and called security when i realized. The evening security people made out a report, and told us to come down to be reimbursed for the money. I was ready for bed at this time after a long day. So, I decided to address this in the morning. Big mistake, The female daytime manager, JR is terrible, has no customer service experience, and is downright rude. She made me wait in the lobby for more than an hour until she decided to make her way downstairs. After threatening to call the police, she finally returned my money. After writing a terrible review on SPG, she called me and offered me any amenities I would like upon our next visit.
So, I decided to go back because the location is good. After various emails back and forth finally she called me and asked what she could do to make our stay better. I was impressed, So, I was a bit over the top asking for an upgrade to a suite. She, of course, did not do this. Now, starwood guests are offered upgrades if one is available, so really I did not get anything more than was expected. I told her in an email that I would be arrriving at 1 am. She had no room available. Once I told the evening staff that I would be happy to pull out a blanket, and sleep on their couch, they amazingly found a room. They charged me for an extra day, saying that I arrived at 11:59 pm. My flight did not touch down until 11:47, and I checked my bags. The airport is more than 15 minutes away,so I could not have ever checked in at that time. Customer service is not something this hotel excels in. The first room, and the second "upgraded" room were dirty. There were stains on the carpeting, under the sink dirty. This is not a four or five star hotel. This is a two star hotel at best. Another thing that happened, which of course was accidental, was that when we were checking into our second room, when I put the key in, the room was occupied. I think you can imagine our horror, as well as the other guests horror. I can go on and on.
The women at the front desk, especially A.S. is a very sarcastic nasty woman. She used an affected Puerto RIcan accident to let me know who the overall manager of the hotel is, and then implied i was stupid, since it is a very easy name. Yes, it is, if you speak proper English.
By the way, there is a very small blurb that says they are not responsible for anything left in their safes. So, if you have anything of value, I suggest you put it behind the front desk, in their safety deposit boxes.
A wonderful vacation, turned into a vacation from hell.
I wish I could add a tip here. Unless you get hte presidential suite, then maybe you will have a goo...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.