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“Beautiful facility but a little cut off”

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Sheraton Puerto Rico Hotel & Casino
Ranked #6 of 46 Hotels in San Juan
Certificate of Excellence
Winnipeg, Canada
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Beautiful facility but a little cut off”
4 of 5 bubbles Reviewed May 8, 2014

Checked in here after staying a week in the Condado/Ashford area we found this location somewhat cut off from different dining choices. Would be great for a business traveller who is claiming meal expenses but we found the restaurants quite high in price (ie. $21 buffet breakfast). The rooms do not have fridges either so they are definitely steering you toward using their services which I guess is a successful business model but not for everyone. They also asked at check in if we wanted to opt for their "green plan" which essentially meant we would get no housekeeping services except upon request. We opted for regular service however. Now in our fourth day of our stay we have still not received any housekeeping service despite asking to be serviced twice.
An absolutely beautiful property and pool area with an A+ balcony view of San Juan bay and harbour area. Local transit service is available but it stops running at 8:00pm.

Room Tip: If you can swing it upgrade to a preferred client room on the 8 floor or higher with a "bay vie...
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  • Stayed May 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Kelly G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laura R, Sales Coordinator at Sheraton Puerto Rico Hotel & Casino, responded to this review, May 20, 2014
Thank you for your review

We appreciate your comments and have addressed them to our departments. It would be our pleasure to welcome you back to our property.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,089 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    3.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (447)
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English first
Atlanta, Georgia
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed May 7, 2014

First stay at Sheraton Puerto Rico Hotel & Casino...service was excellent, and the male staff at the bar, particularly (?) Isaac, were so nice. I left an important file folder, and the staff at the bar, kept it in a safe place. So when I picked it up 3 hours later, nothing was missing. Other staff recommended a great local eatery for dinner----amazing!!!!!
Will definitely stay again, next time I travel to San Juan!

Room Tip: Bay side, but need to be on 10th floor and above if you would like to sleep in because the very larg...
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  • Stayed May 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Travelgirl12798
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laura R, Sales Coordinator at Sheraton Puerto Rico Hotel & Casino, responded to this review, May 20, 2014
Thank you for your review

Thank you for sharing your comments about your recent stay. We value your feedback and we look forward to connecting with you during your next visit.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Jacksonville, Florida
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
1 of 5 bubbles Reviewed May 7, 2014

I have been truing to speak to a human for 4 days to fix my bill. They charged me a room service charge that was not mine. I have left messages with people and voice mails 2 to 3 times a day and have yet to get a call back. I have now been on hold for 7 minutes waiting to speak to someone who can fix it today. This experience soured anything nice I had to say about this hotel

  • Stayed May 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Marta A
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, May 11, 2014
Marta A,

Thank you for your sharing your feedback on your recent stay with us. I was able to locate your reservation and found that our finance team was able to correct the discrepancy on your bill.

Please excuse us for any inconveneince we may have caused. We hope that this incident did not affect your confidence in our brand and we look forward to welcoming you back to our hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed May 7, 2014 via mobile

Wonderful, friendly employees without exception..from smiling housekeeping employees that I passed in the hall....to Roberto in the hotel lobby lounge who helped me plan my next trip to Puerto Rico! Thanks Roberto...Samuel too!

The pool is great...need more shady areas to lounge though. Menu was ok...I had the ahi tuna which unexpectedly came as a wrap:(. The fries were superb.

I had breakfast at the cafe and it was fine. Chinese food for dinner although that restaurant is on site but not part of the Sheraton.

The Sheraton bedding is always fresh and appealing...an more so after a hot day in the sun. The gym is well equipped with a fridge of cool towels..a nice touch.

Stayed May 2014
Helpful?
Thank Colleen A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaI-ExecAssistant, Management Representative at Sheraton Puerto Rico Hotel & Casino, responded to this review, May 9, 2014
Dear Colleen A,

Your review show how much you enjoyed your stay at our hotel. You took the time to experience each amenity and that makes us happy. We value each review and appreciate you sharing it with our future guests. Thanks for recognizing Roberto and Sammy from our District Lounge. We strive to connect with our guests and we can clearly notice that it was done. We look forward to your next trip to Puerto Rico.

Best!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Juan, Puerto Rico
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed May 6, 2014

The infinity pool is lovely with a great view of the bay.The staff is very friendly and helpful. They have a really nice spa that offers various services where you can really relax. San Juan is just a 5 minute taxi drive. Overall I really enjoyed my stay.

  • Stayed January 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AnRPeMa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaI-ExecAssistant, Management Representative at Sheraton Puerto Rico Hotel & Casino, responded to this review, May 9, 2014
Dear AnRPeMa,

Thank you for your review! We are very proud of our amenites. Each of them are thought for our guests' enjoyment. We're glad you could take advantage of that as part that to make the most of your stay. We definitely look forward to your next stay with us.

Regards!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
22 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed May 6, 2014 via mobile

Let me start by saying that the hotel is beautiful, but what makes it even better is the staff.

Me and my partner decided to come again, since we had so much fun last time, but the difference from this second visit was how attentive and friendly the staff was. When we checked in, Grisel (im not sure its how you spell it) was very gracious always smiling. When we arrived, it was early so our room was not ready, so she offered us some options for the rooms that were available, I thought that was extremely nice but we weren't in a hurry since we had decided to go shopping and look around. Other hotels need people like her! Thumbs up to her!

We decided to try Choices on our first night and it was amazing! We had the dumplings to start, these were out of this world, it was a cross of the Japanese gyoza dumplings with a mix of puertorrican flavor and my partner had the Ropa Vieja, it was with duck, I am not a big fan of duck but boy did this taste good! Our main course did not dissapoint, but the best part of our experience was our waiter, Gabriel Valdes! Even if we had not liked the food we talked about how we would go and just sit at his section, he is very attentive and always willing to recommend something, he is friendly, kind, knowledgable, hands down one of the best servers we have had!

Also a shout out to Victor and Rose at the bar in the casino! On our second night they already knew our drinks and to leave a tab open for us. Big plus in a crowded place.

All in all, though it is more of a business hotel, so you wont get to see young kids screaming and running around, I never saw a child on my stay and we were there for 4 nights, so if you are looking to stay away from children this is the place for you.
The views of the hotel are of the cruise harbor and small plane airport, so if you expect to have the beach at your footsteps, look for somewhere else.

I would definitely recommend this place!!

Stayed May 2014, traveled as a couple
Helpful?
Thank vebe007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MariaI-ExecAssistant, Management Representative at Sheraton Puerto Rico Hotel & Casino, responded to this review, May 9, 2014
Dear vebe007,

First of all, we really appreciate your loyalty. A combination of service, quality, values and comfort make the perfect ingredients for a memorable stay. That's what we can get from your review. At Sheraton Puerto Rico we are commited to make the most of our guest's stay. We want our guests to feel welcome and have a memorable Sheraton Experience. Thanks for recognizing Grisell and Gabriel, as well the Casino Metro associates, Victor and Rose. We'll make sure their Managers are aware of this. It was definitely a pleasure to have you stay with us and we look forward for more stays.

Warmest!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fort Lauderdale, Florida
Level Contributor
10 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed May 5, 2014

Stayed on Business entire staff was quite friendly and accomodating.One Jewel of a server was Andrea Gonzalez. She managed to keep our cups filled at the Lobby lounge bar even though we were a large thirsty group. Her hospitible personality and charm was a welcomed end to a long day of seminars. The Sheraton is quite lucky to have her as an employee.

  • Stayed May 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank BodyguardPA
This review is the subjective opinion of a TripAdvisor member 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 Family Hotel in San Juan
#9 Business 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 San Juan
Sheraton Puerto Rico Hotel And Casino

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