I checked into this hotel after a business trip when I wanted to extend my visit to Puerto Rico. Some good things like complimentary shuttle to Old San Juan, 2 complimentary drink tickets as a part of their destination fee, infinity pool on 4th floor was cool and good service. However, completely ruined by the fact that they “do not” have any mini fridges at this hotel. This standard amenity in every hotel I go to is “available upon request and based upon availability for…get this, $30 extra!! A basic hotel amenity is not included and they want to charge me an extra $30 for it? No thank you. They really need to add this missing feature onto their website. Almost like charging you if you want soap included?? They really need to change this and invest some money so that they can have this basic amenity. Also, TV was super old and shows “wide screen” mode where picture only shows in the center of the screen and a 1/3 of the screen on top and a 1/3 of the screen on the bottom don’t show anything at all. Terrible. Need to have the picture show on the entire screen. Little things could really turn this hotel into a great one.…
We stayed at this property for a massive conference this week. The ease of access to the airport, convention center and local attractions was wonderful. The staff was incredible and the food was great!
At the Sheraton San Juan Casino hotel Bar~ Hiramifette was truly remarkable!! Great service, very engaging and a lovely disposition! She loves her job and makes you feel special! She is an asset to the team here. It was wonderful to meet her.
These 4 days have been a wonderful experience; room is really comfortable, clean and spacious. Food at Choices is really good and the Customer Service has been great. The best part and where we have spent the most time is the pool; we have been assisted by Carlos, Christian, Osbaldo, Jesus and Bianca. All of them have a high Customer Service level and go beyond any expectation to satisfy our needs. Bianca has been exceptional: tremendous human being, full of life and courtesy when interacting with people; she has made of our time an exceptional one and has made us feel at home. “Thank you so much Bianca and team” we really hope to see you again!
Just had an extended stay at Sheraton Casino in San Juan. Excellent customer service and cleanliness; staff is polite and eager to help. Quick walk to T-Mobile district, but the food and drinks at the lobby bar (shout out to Bryant, Javier and the recently departed Alejandra) and poolside bar (shout out to Carlos) are excellent. Everyone was cordial, friendly and professional - making a lengthy stay a bit easier on a weary traveler.
I recently had the pleasure of attending a conference at Sheraton Puerto Rico Hotel & Casino. I have traveled some since the pandemic hit us all in 2020. I am getting back up to speed. I found the service level at this hotel exceeds service I was receiving at other similar hotels around the US and the Caribbean prior to March 2020. I was so impressed with the turn down service every evening, and kind gestures by the room attendants - chocolates, fluffed pillows, cute washcloth sculptures and such. The staff at the lobby bar was so friendly. The front desk extra accommodating, and the service on in the convention center was above par. The service was what you would expect from a luxury resort - way above what you normally get at a convention hotel. My room was always immaculately clean. The morning yoga instructor at the pool are was very kind and did not try to kill me with advance moves. Very nicely paced so that I got the stretching and benefits, but at my level. I was able to attend my daily meetings and feel refreshed! The shuttle to Old San Juan was convenient and efficient. The real top notch was when I had to leave quickly to catch a flight after a meeting. Of course I left something important in my room. That is how I roll. When I called the hotel to ask if anyone found my cell phone. Yes they did. Alberez in the security department was kind and understood the urgency of getting my phone to me quickly. With in ten minutes she had it packaged and shipped to my home. She made me feel confident that it was being handled and that she would do her best to assure I was able to get back to functioning in my fast paced world quickly. My home was delivered to my home in Florida less than 18 hours after I reported lost. WOW! Albarez is my hero, and I will be returning to Sheraton Puerto Rico Hotel & Casino for a pleasure trip in the near future.…
Bryant and Javier made sure to make San Juan, Puerto Rico a home away from home. Best bartenders in the hotel for sure. Super friendly and had great recommendations for food and things to do at night around the city. 10/10 go visit and make sure to tip them well!
Nice big hotel next to the convention center. T-Mobile center also next door with restaurants and bars. Shuttle available to Old San Juan and beach. Pool area is great with great service. Rooms are nice, comfortable and clean. If you have a car it’s $25 valet or $18 self park.
I am a long-term member of Leading Hotels of the World, and as per my reviews you may see that I have stayed in many five star hotels around the world. In all such hotels, I’ve been able to reach the general manager whenever I realize there is a significant problem in the hotel that may preclude their ability to furnish further truism and satisfy clients’ needs. Well, that was not the case with the Sheraton San Juan. I noticed that none of the self-pay parking machines were working, tried to contact the general manager, and he was nowhere to be found. They would not even give me his email so that I could write directly to him. I have had had many issues solved by writing to the general managers in other properties such as the Ritz-Carlton and many other luxury hotels. It is a shame that the general manager at this property seems to be sitting in a pedestal and will not be available for any customers. The self-pay parking machine in front of the hotel had no change I paid with a $20 bill and $15 where retained. When I asked for help both agents said they were too busy to help and I had to wait significantly before they could help me. After waiting 15 minutes to get my change I decided I would just leave the $15 to the property and leave. The other machine which os close to the outdoor parking lot, was not even working. Interestingly, it did not even had an “out of order” sign so when I reach that machine I had to go back to the other one. It is a shame that this is happening at a prestigious hotel such as the Sheraton. I am a local, my greatest concern is not the $15, I couldn’t care less for that. My concern is for the experience we provide to tourists who come to visit the island and contribute to our economy. I would have written this directly to the general manager, but as he was not available, I decided to write my review here in TripAdvisor.…
We stayed at the Sheraton Puerto Hotel & Casino. Everyone was friendly and very accommodating. When we arrived Luis Flores (Bellman) was very welcoming and personal. He made sure we had and knew everything within the hotel and surrounding area. Luis was instrumental with assisting me with my mom during checkout as well. He made our stay fabulous. Thank you Luis!