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“Very enjoyable!”

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Sheraton Old San Juan Hotel
Ranked #20 of 46 Hotels in San Juan
South Florida, Florida
Level Contributor
15 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Very enjoyable!”
4 of 5 bubbles Reviewed December 21, 2012 via mobile

We were very happy with our stay at the Sheraton. We had a room with a balcony and lovely views of the cruise ships and the fort. Our room was clean, the bed was comfortable and the staff were pleasant, no complaints, would most definitely stay there again.

Stayed December 2012, traveled as a couple
Helpful?
1 Thank Lyn R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Armando E, Director of Sales at Sheraton Old San Juan Hotel, responded to this review, December 26, 2012
Dear Lyn, Thank you for the kind compliments. Glad you enjoyed your stay with us. Hope we get to welcome you back soon.
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2,273 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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English first
Philadelphia, Pennsylvania
Level Contributor
11 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
1 of 5 bubbles Reviewed December 20, 2012

This was the worst check-in experience I ever had and I travel all over the world. I called the hotel to confirm our reservation and give them a heads up we would be landing early in the afternoon, no problem they said the room would be ready by 1pm. We arrive at 12, drop our bags off and walk around for an hour. The manager said no problem, they were getting the room ready. We returned around 2, still no room. 3pm, and normal check-in time, no room. 5pm, no room. I talked to the manager and she started yelling at me that she would call my cell phone when the room was ready and to stop asking her, the room would be ready in a few minutes (already 4 hours later than promised). 6pm, no room. 7pm, I had to complain again and she tells me they are having a hard time finding me a room! So I explain that someone who just walked in got a room before us and we had our reservation booked 6 months before!

Finally after waiting over 6 hours, we got our room at 7pm. Tired and hungry, we got to the room and settled down. As if waiting for our room wasn't enough, the fire alarm went off twice during the night. We went down the stairs to exit the building and there was a brick wall at the end of the staircase, no exit to the outside!!! We couldn't find an exit, we had to go back up to the third floor and walk through the upper level and down through the casino just to get out of the building. The staff was no help to us since most couldn't understand English and there were no exit signs.

Save yourself the trouble and stay elsewhere, there are better places in San Juan.

FYI cruise passengers, check where your cruise departs from, Carnival is across the street but Royal Caribbean is on the other side of the marina and traffic getting there is terrible.

Room Tip: Pool is on the roof.
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  • Stayed June 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Wayne H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Armando E, Director of Sales at Sheraton Old San Juan Hotel, responded to this review, December 26, 2012
Dear Sirs, The arrival experience you described is not acceptable. We will certainly investigate this incident to explore the circumstances involved for this to happen. Your feedback if key for us to address and take corrective action in order to improve. Will double check the exit stairwell you utilized, since they should all have adequate signage directing guest to the nearest exit. Last successful fire drill / inspection was a month ago.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 bubbles Reviewed December 19, 2012

Had a booking error and showed up at a different hotel. Sheraton Old San Juan (where I made the original reservation) charged me a no-show fee. They assured me 4 times that they would reverse the charge (when i could talk to them - apparently they only work 11-2). Despite being platinum this is still unresolved months later.
Do not stay here, lest you get charged any wrongful charge and will never ever ever see the money again.

  • Stayed August 2012, traveled on business
    • Service
Helpful?
1 Thank jvldmn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Armando E, Director of Sales at Sheraton Old San Juan Hotel, responded to this review, December 20, 2012
Dear guest from Atlanta. We are sorry for the inconvenienced caused by the delay in solving your bill. Please send me the details sales@sheratonoldsanjuan.com so that we can verify status and expedite for you. This should not take long. HAPPY HOLIDAYS!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Virginia Beach, Virginia
Level Contributor
38 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
2 of 5 bubbles Reviewed December 18, 2012

I booked my trip and paid in advanced through Priceline with tax and fees paid in advanced. The room was nice but the pillows were like pancakes when you put your head on them. Staff Was rude and not very friendly. We often walked into the lobby and staff just looked at us but never spoke.
When we checked out I was told we owed $80.00 for fees and room fees. When the desk clerk told me her would fix it, the price went up $22.00. He claimed extra fees few not added to my room charge. After, much back and forth the desk clerk reduced it to $60.00.
When I return to the states, Price Line and me will figure it out and I get my $60.00 back.
I would not stay there again. The extra cost and rude staff do not need my hard earned money that bad.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sharondw65
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Armando E, Director of Sales at Sheraton Old San Juan Hotel, responded to this review, December 20, 2012
Dear Sharon, we are very sorry for experience you describe here. There is no excuse for staff not being friendly at all times. We are proud for contributing to peoples memories every day. If you can also send me info relative to your booked reservation, I can also verify what was the rate / charges misunderstandings. sales@sheratonoldsanjuan.com HAPPY HOLIDAYS!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Raleigh, North Carolina
Level Contributor
50 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
2 of 5 bubbles Reviewed December 17, 2012

We selected this hotel for location prior to a cruise. Service was very inconsistent and not very flexible. Hotel is old and musty. They did not have us in a proper reserved room the first night , but the room was clean and pleasant. However, the next day moved to another room that was very, very musty, dark and not as clean (bed not as comfortable either). Hertz car rental on site was convenient for a day rental, but return was a mess due to no instructions and valet unwilling to assist us. He sent us to a pay lot (owned by valet company) after claiming not to know where the rental cars should be returned. He was laughing at us when we returned to hotel after parking....we found out why the next day. He knew where we were to go to a competitor's lot. Food options not so great in hotel....only average. Next time would go to the new Sheraton by the convention center prior to cruise trip.

Room Tip: Ask for a room with a view of the water...those seem to be better maintained.
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  • Stayed December 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Gracie92
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Armando E, Director of Sales at Sheraton Old San Juan Hotel, responded to this review, December 20, 2012
Dear Ms. Gracie,
We are truly sorry about the inconveniences you experienced during your recent stay. Valet & Hertz are outsourced but this is no excuse for not providing you the return details as well as cooperation from the valet with upon your return. Your feedback will help us address this issues. Hope you enjoyed the rest of your vacation and cruise.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Holden, Massachusetts
Level Contributor
17 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed December 13, 2012

This hotel was great. It is in a wonderful location, right on the water in front of the cruise ship piers! Convenient to anywhere you want to go in Old San Juan. You can walk anywhere. The vibe of the area was so fun and vibrant. The hotel was very clean and modern with a latin decor style. Walls were a nice stucco and rooms were large. I absolutely loved Old San Juan and cannot wait to get back to the area!!! I highly recommend the hotel and area! A definite must see.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank bmissy80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Armando E, Director of Sales at Sheraton Old San Juan Hotel, responded to this review, December 14, 2012
Thanks for the compliment and sharing your experience here. We are glad you really enjoyed your stay with us. Hope you have a pleasant Holiday and decent winter up in Massachusetts. Look forward to having you and your friends back soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Corona, California
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed December 13, 2012

Four couples about to set sail on Carnival's Southern Caribbean cruise. Looked into shuttle services...forget it. Exiting the airport, approached the driver of a 10 passenger Ford F350 van. $35 for all of us. Shuttle service:$90. 20 min/8 mile drive. Only go for a flat rate instead of metered. Don't hesitate to negotiate. Driver very informative and gave us recommendations. Requested rooms on same floor. This didn't happen. Probably due to our late (Midnight) arrival.
Hotel retains it's old world charm. Rooms quite comfortable, but not modern by any means. Wi-Fi was very fussy. Staff very curteous throughout our two day stay.
Burger restaurant on the property is overpriced at $12-$16. CVS a block away for last minute necessities. Subway across the street. Starbucks is a quick 5 min walk. Free trolly stops across the street...great way to get around the city IF there's room to get on.
We picked this hotel to avoid additional shuttle charges. Worked out perfectly as the hotel is only 250 yards to Cruise terminal 4. Even dragging our suitcases it wasn't more than ten min away.
Late check out is only noon. Period. They held our bags without issue. The casino was very clean and enjoyable. If you love to walk and explore...this is the place. Rooms a bit on the expensive side ($200 per night), especially factoring in age of the hotel.
Very visible police presence along the docks. Oddly, very comforting.

  • Stayed December 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank OICU2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Armando E, Director of Sales at Sheraton Old San Juan Hotel, responded to this review, December 14, 2012
Saludos Corona family!
Thanks for the feedback. Glad you enjoyed your stay and our great location. We hope you enjoyed your cruise and the rest of your vacation and hope to see you all soon.
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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 Old San Juan Hotel

Property: Sheraton Old San Juan Hotel
Address: 100 Brumbaugh Street | Old San Juan, San Juan 00901, Puerto Rico (Formerly Sheraton Old San Juan Hotel & Casino)
Location: Caribbean > Puerto Rico > San Juan
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#10 Luxury Hotel in San Juan
#15 Romantic Hotel in San Juan
#15 Family Hotel in San Juan
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Sheraton Old San Juan Hotel 4*
Number of rooms: 240
Official Description (provided by the hotel):
Sheraton Old San Juan Hotel is situated in the heart of historic and romantic old San Juan district. We are ideally located on the waterfront, just a few moments from the docking point of grand cruise ships. We are literally "Steps from Everything" as you can walk to over 200 restaurants, cafe's, pubs, shops & much more. There is also a secluded beach 0.7 miles / 13 minute walk across Capitol - Senate house in Old San Juan or a 1.1 mile scenic walk to pristine Escambron beach which has food kiosks etc. Discover why Old San Juan is the Caribbean's most visited city. ... more   less 
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Also Known As:
Sheraton Old San Juan Hotel And Casino
Sheraton Old San Juan Hotel San Juan
Sheraton San Juan
San Juan Sheraton
Old San Juan Sheraton

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