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“Great location for a conference or just a relaxing stay” 5 of 5 stars
Review of Sheraton Puerto Rico Hotel & Casino

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Sheraton Puerto Rico Hotel & Casino
4.0 of 5 Hotel   |   200 Convention Boulevard, San Juan 00907, Puerto Rico   |  
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Ranked #14 of 46 Hotels in San Juan
Bradenton, Florida
Top Contributor
166 reviews 166 reviews
21 hotel reviews
Reviews in 38 cities Reviews in 38 cities
91 helpful votes 91 helpful votes
“Great location for a conference or just a relaxing stay”
5 of 5 stars Reviewed September 4, 2013

I stayed here for a conference, and I was blown away by how beautiful the facilities are. The conference rooms are very well-maintained, and they have many rooms of different sizes. The hotel pool is amazing; it is an outdoor infinity pool. I wish I could have spent more of my time out there! There is even a tiki bar/restaurant poolside. The food and drinks there are great. The hotel bar and restaurant is also a nice place to relax; great food, drinks, and service. The hotel rooms themselves are relatively spacious and very well-maintained. The casino is nice and a great way to kick back after a long day. My only complaint is that the location of the hotel is very far from the ocean; you have to take an expensive cab or walk along the freeway to get to it. Other than that, I would highly recommend staying here!

Room Tip: They have suites that overlook the pool-absolutely stunning!
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  • Stayed April 2013, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lorna G, Manager at Sheraton Puerto Rico Hotel & Casino, responded to this review, September 9, 2013
We are happy to hear that you had such an enjoyable stay with us. Hopefully, we will be able to welcome you back in the future.
Kind regards,
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1,231 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (313)
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Brentwood, California
Top Contributor
77 reviews 77 reviews
45 hotel reviews
Reviews in 39 cities Reviews in 39 cities
45 helpful votes 45 helpful votes
4 of 5 stars Reviewed September 4, 2013

Well, what can I say….How about this is the best alternative location in San Juan if you can’t get a beachfront hotel.

The Sheraton offers everything you would want in a major resort and located close to Old San Juan. My wife and I flew out to PR for personal business and I decided to utilize my Starwood, Hilton and Marriott points for our week long stay. We started with the Sheraton.

The property is new opening in 2009. It still has that new feeling too it and very well taken care of. They two major restaurants in house and a great lobby bar. If you’re driving, don’t bother paying the valet and/or self-parking fee. There’s plenty of parking around the hotel. The rooms are very clean and their pool area is stunning!!

My only complaint for this property is the front desk. It appeared that they were short staffed with the lines I witnessed form. I myself had to wait nearly 14 minutes before talking to an agent.

So, TPA community, I give this property 4 Stars!

  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos P, Sales Coordinator at Sheraton Puerto Rico Hotel & Casino, responded to this review, October 3, 2013
Saludos Angel A! Thank you very much for sharing your past experience while staying with us and for being such a loyal SPG Member. Our goal is to make you and your loved ones feel at home and it seems that we succeeded this time. Regarding the wait time at the Front Desk, we will adress your concern with our Front Office Manager to ensure that no other guests have the same experience. Please, come again and give us the pleasure to keep welcoming you everytime you visit Puerto Rico. Regards.
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Wausau, Wisconsin
Top Contributor
89 reviews 89 reviews
19 hotel reviews
Reviews in 60 cities Reviews in 60 cities
56 helpful votes 56 helpful votes
5 of 5 stars Reviewed September 4, 2013

We chose this hotel because we were staying in San Juan after a cruise. It was a simple walk of several blocks on nice sidewalks to reach the motel. It was visible from the pier. The hotel itself was a very nice property. The front desk and concierge were helpful to us, and taxis were ready and waiting. There is no smoking in the hotel, and I assume in the casino. There is a free shuttle service to take you around San Juan, with convenient stops near the hotel. I would definitely recommend this to anyone visiting Old San Juan, or cruising from San Juan.

Room Tip: The casino is on the ground floor. Our rooms were on the 3rd floor, and very quiet.
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  • Stayed August 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lorna G, Manager at Sheraton Puerto Rico Hotel & Casino, responded to this review, September 7, 2013
Hi Ann,
Thank you for your time to review our property. Nice to see that you had a great time while staying with us.
See you next time!
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Split, Croatia
Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed September 4, 2013

The service & the accomodation is absolutely fantastic..The facilities & rooms were clean, very homy..The staff were great & the food as well! The vicinity or the location of the hotel is very near & accessible to the airport at the same in the shopping center.The casino were amzing including the great staff & great cusine served by the dining/restaurant too.

  • Stayed December 2012, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lorna G, Manager at Sheraton Puerto Rico Hotel & Casino, responded to this review, September 7, 2013
Thanks for your review. We hope to be able to welcome you back soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Miami
Contributor
11 reviews 11 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed September 4, 2013 via mobile

I loved my room, the hotel is in very good shape. The pool is great, and there are good restaurants nearly, will definitively stay back. The staff is friendly but not over the top, the casino is awesome and the lobby bar have great drinks and daily happy hours. Cant wait to go back.

  • Stayed August 2013
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lorna G, Manager at Sheraton Puerto Rico Hotel & Casino, responded to this review, September 7, 2013
Nice to hear that you had a great time while staying with us. We are looking forward to your next stay with us and appreciate you taking the time to provide us with feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
OMAHA
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed September 4, 2013

Very close to cruise ships. GREAT POOL! Fantastic view of the city! The Hot Tub and Pool was the way to unwind after getting off the cruise ship. We relaxed and watched the ship leave the port at night...What a way to end a vacation!!! Staff was Friendly and very attentive!

Room Tip: ask for a view of the port over the pool
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  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lorna G, Manager at Sheraton Puerto Rico Hotel & Casino, responded to this review, September 7, 2013
Hola Dan,

we are glad that you enjoyed your stay with us. We hope to welcome you back soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Antioch, California
Senior Reviewer
10 reviews 10 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed September 3, 2013

I just returned from a long anticipated vacation to Puerto Rico - my first time there. I booked a flight+hotel package with Travelocity for a good price. When researching hotels I decided to go with the 4-star rated Sheraton Puerto Rico Hotel and Casino. However, this hotel was FAR FROM the listed AAA rating. I can't tell if it was the actual hotel personnel or the people of Puerto Rico in general, that are not very accommodating. You would think that if you are in the tourism and hospitality business, you would strive to have excellent customer service. Not this place!!

Because Travelocity is an outside vendor, the hotel was rigid in accommodating my mother and I with a room having two double beds. We actually booked a deluxe (balcony) room for an upgraded price and phoned the hotel three different times to adamantly request 2 beds and not the 1-king they were offering. We were told that our request was noted and that they would do everything possible to accommodate us. But...upon arrival, they insisted that they could not help us and that we were stuck with the 1-king bed room that was offered as part of the package on Travelocity. They stringently told us that they were completely sold out of 2-double deluxe rooms due to a large group coming in for the week, and they didn't offer any options to make us more comfortable. And this was just the beginning!

We reluctantly checked into our assigned room, dropped off our bags and headed to dinner after a very long day of traveling. It was near 11p when we returned to our room and proceeded to get comfortable when we noticed how FILTHY the room was. First, the room was on the 8th floor in the corner, all the way at the end of the hall where it felt as if no one ever visited. There was an outer door leading to the inner room door (dungeon-like or a place where you hide misbehaving relatives). We noticed HUGE stains all over the carpet from front door to balcony and every place in between; stains on the drapes, holes and nicks in the plaster on the walls. And the desk chair was so old and used that the fabric was peeling beyond repair. It looked as if though they had just retrieved it from the garbage bin.

We immediately called the front desk and told them that our accommodations were unacceptable and we needed a new room. I spoke with a different person than the woman who checked us in. This clerk said that he would move us to another room, that he was sorry for the inconvenience. We insisted on nothing less than another deluxe room, considering the first clerk said they were "sold out". He said "no problem, we have another deluxe room w/balcony". Do you happen to have one with 2 double beds? His answer: "Yes". WTF!!! And so goes the rest of our stay.

The second room was on the 9th floor, not as bad, but still not 4-star quality. There were a couple of smaller stains and dust that had settled. The beds were lumpy, and the daily cleaning service was shoddy. We stayed for 5 nights, and on the 3rd night we had ants on the nightstand and called up the housekeeping manager Jonathan. He assured us that someone would be there to spray first thing in morning. It NEVER happened. We were gone most of the day and came back to an unclean room. The ants eventually went away (after my mom killed them all). Again, we saw no extended customer service from the staff.

Next we booked 3 tours with the concierge. One was cancelled due to low participation, and another was not enjoyed to the fullest because we were misinformed of the activity. We thought we booked a catamaran ride to another island where we could walk around, shop and enjoy the beach. Instead we got a snorkeling adventure. My mom doesn't even swim! Once on the boat, there was no way to get off, unless you swam to shore - since the boat doesn't dock. What a waste of our time and money. We didn't even bring our swimsuits. We called the concierge and she was insistent that she told us it was snorkeling and refused to bend or accommodate us in any way.

The best things I can say about this trip is that the scenery was beautiful. Our tour of the rain forest was the best part. And the food and service at Choices restaurant inside the Sheraton was great. Specifically Gaby Valdes who served us on our first night, and Mark Rodriguez who served us on our last night. They were attentive, informative and pleasant. But, I will NEVER stay at this hotel again, and suggest everyone to stay away.

Room Tip: Rooms closer to the elevator are a bit noisier in the hallway. Stay away from the end of the hall, c...
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  • Stayed August 2013, traveled with family
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lorna G, Manager at Sheraton Puerto Rico Hotel & Casino, responded to this review, September 9, 2013
Dear Monica,
thank you for taking the time sharing your feedback. We have certainly reviewed your comments in detail with our staff as we are truly sorry to hear about your dissatisfaction. Again, thank you for your feedback and hopefully we will be able to convince you of our great services in the future again.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Puerto Rico Hotel & Casino

Address: 200 Convention Boulevard, San Juan 00907, Puerto Rico
Phone Number:
Location: Caribbean > Puerto Rico > San Juan
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Spa Hotel in San Juan
#8 Luxury Hotel in San Juan
#8 Family Hotel in San Juan
#9 Business Hotel in San Juan
#12 Romantic Hotel in San Juan
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Sheraton Puerto Rico Hotel & Casino 4*
Number of rooms: 503
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 
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Also Known As:
Sheraton Puerto Rico Hotel And Casino
Sheraton Puerto Rico Hotel San Juan

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