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“House keeping could use some direction”

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Sheraton Puerto Rico Hotel & Casino
Ranked #7 of 46 Hotels in San Juan
Certificate of Excellence
beecher
Level Contributor
127 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
“House keeping could use some direction”
Reviewed October 15, 2013

Hotel itself is beautiful. Valet and Bellman are wonderful. Housekeeping is a tragedy. They also took my bathing suite while removing towels that I never got back after numerous calls to hotel manager! Never got my rewards applied to my account either. She did give us another room with a disgusting view of bricks and a parking lot. This was an anniversary trip we had been planning for awhile. We paid extra for club level amenities it was good with a variety of choices daily. It's a shame staff is not better trained for housekeeping as this could be a top notch resort. Rooms are filthy.

Room Tip: Choose a different hotel or book a suite.
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  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank maureen r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Level Contributor
128 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed October 14, 2013

Great service at front desk, nice and clean rooms, ok bar (although service was a bit slow), casino and a great view of the Marina.
It is located next to the convention center, so if you are going to Puerto Rico for an activity at the convention, great choice. If not, I would suggest to try other hotels in condado. This hotel is a bit out for walking, so if you want to be able to go out of the hotel and walk to restaurants, bars or shops this option is not the best.

  • Stayed October 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank FRDR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Seattle, Washington
Level Contributor
4 reviews
4 hotel reviews
Reviewed October 11, 2013

The Sheraton customer service and taking extra steps to ensure a fabulous stay was most appreciated.

Though all of the Sheraton team members were courteous, there were three members that really went over and beyond during my stay at the Sheraton in PR. Amarilis S. at the front desk could not have been more gracious and thoughtful. Wilfredo S. the beverage manager coordinates a wonderful $5.00 wine tasting event and provided great insight to the Sheraton collection of wines from all over the world! Victor the bartender during the wine tasting, not only had great knowledge of the wines, he suggested fabulous travel tips that enhanced our trip itinerary. Though this Sheraton is not close to the town's restaurants and landmarks, it made it all that much more interesting to to check out the community on public transit. Across from the hotel. Bus Routes - Condado and Isla Verde B-21 & C-53 for Old San Juan ME, B-21 & C-53.

The pool at this hotel is beautiful and surround by well designed landscape and plenty of seating. The hotel restaurant was high quality, wonderful service and perfectly prepared. Breakfast options at the restaurant were prefect and the coffee bar was most convenient for the grab and go morning options.

The service was outstanding and the value and price of this hotel is unbeatable! I will return to PR and stay at the Sheraton Puerto Rico Hotel and Casino again. Thank you for your top notch service and accommodations.

  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Map180
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaI-ExecAssistant, Manager Representative at Sheraton Puerto Rico Hotel & Casino, responded to this review, October 16, 2013
Thanks for your great review! We appreciate the time you took to express your satisfaction during your stay at our property. We boast on our service, food quality and facilities to make sure our guests get the Sheraton Experience. We really look forward to connecting with you on your next stay with us.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sherman, Illinois
Level Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed October 10, 2013

I planned this trip for my friend's 40th birthday. I booked two deluxe double rooms with bay views. When we opened the door to the first room, we were shocked! The carpet was nasty. We were greeted by a huge stain right in the entry. There were stains all over the rest of the carpet. The bathroom toilet looked like it had been recently repaired so there was dried glue all around the base of the toilet and on the floor. The bedding was stained & the carpet was wet in front of the window. The room smelled stale which I assume was due to the wet carpet.

The second room was worst! Major carpet stains, stained bedding, smelly; but the kicker was the furniture in this room. The tv stand/desk was torn. The wood was split apart along most of the front. Someone could have easily cut their hand. This room should have clearly been out of service. I travel 3-5 times per year and I have NEVER experienced anything like this ever. I was so embarrassed & enraged, because I booked this trip. I felt horrible and kept apologizing to my three friends.

Needless to say that we complained. We were moved to two new rooms. One of the rooms was better but the second room was nasty. Stained and wet carpet, dirty linens and dirty bathroom floor. After complaining again, we were told that we could be moved to another room in the morning, which meant we had to stay overnight in that nasty room. We were moved the next evening, not morning. The third room was better but still no where near 4-stars. The bedding was stained in this room as well. After using a little Lysol, I decided to just suck it up.

On our last day, we had an issue with dining. Finally, I had enough! I asked to speak to a supervisor. Cynthia Arroyo came out to speak to me. I was so frustrated that I had to hold back tears as I was speaking to her. She was very understanding and apologetic. She gave us a card to use toward dining. It was for $75. She also decided to give us a discount on both rooms, which was nice but it still couldn't compensate for the horrible experience that my friend had to endure on her 40th birthday celebration. So disappointing!!!!

  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Perks72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DominiqueHaacke, Front Office Manager at Sheraton Puerto Rico Hotel & Casino, responded to this review, October 16, 2013
Perks72,

Thank you for your commnets on your recent stay with us.

I regret to hear of the opportunities you encountered during your stay. Please know that we had already shared your concerns with our Director of Housekeeping who is personally looking into this matter.

On behalf of our staff, I once again apologize and hope that you will still consider us in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg, South Africa
Level Contributor
77 reviews
76 hotel reviews
common_n_hotel_reviews_1bd8 118 helpful votes
Reviewed October 9, 2013

The hard product of this hotel is standard (and reliable) Sheraton product. Rooms clean, well-kept and decorated fine. Location is off the beaten-path a bit, so you will need a car to get around. The few local eats are quite pricey and "average" quality. The hotel has some upper-end dines, including the Brazilian-style steakhouse, worth a visit. Check-in agent was a bit "dingy" and seemed unfamiliar how to process Gold-level status members, so we coached him along. The most memorable part of the stay was the very large outdoor pool area, with plenty of beds, fresh towels and fruit-infused ice cold water. The fitness center was also quite large with PLENTY of good quality, modern equipment.

  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Mike G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaI-ExecAssistant, Manager Representative at Sheraton Puerto Rico Hotel & Casino, responded to this review, October 16, 2013
Dear guest, thanks so much for your comment. We are happy to know that you had the time to visit our outlets, enjoy the pool area and our fitness center. There's a variety of dining options for our guest. However, we are conveniently located just 5 to 10 minutes away from the Old San Juan, 5 minutes away from Condado area and 10 to 15 minutes away from Isla Verde area. Again, thanks for your review!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cincinnati, Ohio
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed October 9, 2013

It is a nice hotel, but the location is a little far from old San Juan. If you don't rent a car it is a little bit hard to go anywhere..it has a bus stop near the convention center not sure how long it will take to go somewhere.. there are not many good walking-distance restaurants near by.

Stayed February 2013, traveled with friends
Helpful?
1 Thank Stone H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lugoff, South Carolina
Level Contributor
41 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed October 8, 2013

We were on the Carnival Dream ship and one of the stops was San Juan, Puerto Rico. We took in the sights and then spent some time in the Casino at Sheraton Puerto Rico. It was a nice casino and my husband won some money there. It was more fun than walking all over the city in the rain.

Room Tip: We didn't stay in the hotel, just visited the casino.
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  • Stayed September 2013, traveled as a couple
    • Service
Helpful?
Thank grits29078
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaI-ExecAssistant, Manager Representative at Sheraton Puerto Rico Hotel & Casino, responded to this review, October 16, 2013
We appreciate your review. You really took advantage of your short stay in the Island. Visiting Casino Metro while it was raining and ending up winning...that was a great stop. Although you spent some time at the Casino Metro, we would like to have you as a guest in our hotel in a future ocassion. We have more to offer and cannot wait to share it with you. Looking forward to connecting with you.
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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

Property: Sheraton Puerto Rico Hotel & Casino
Address: 200 Convention Boulevard, San Juan 00907-4905, Puerto Rico
Phone Number:
Location: Caribbean > Puerto Rico > San Juan
Amenities:
Business Center with Internet Access Casino and Gambling 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:
#2 Spa Hotel in San Juan
#5 Luxury Hotel in San Juan
#9 Business Hotel in San Juan
#9 Family Hotel in San Juan
#11 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):
Identified as San Juan's modern urban resort, the Sheraton Puerto Rico Hotel & Casino is located just minutes away from historic Old San Juan, cruise terminals, easy access to business district and 12 minutes from the international airport. The hotel’s comfortable and contemporary design, lavish 57,000 sq. ft. sun deck with infinity pool overlooking the Bay of San Juan, rejuvenating spa, the largest casino on the island, a variety of restaurants and gathering spots makes this hotel the premier place to stay. ... 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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