Sheraton Puerto Rico Resort & Casino

Lo que me hicieron fue una irresponsabilidad porque al tercer día de mi reserva ellos me bloquearon la puerta de la habitación 1137 del día 4 al 11 hice mi reserva vía booking, y lo pagué en efectivo la totalidad de 3,176 dólares y el día 9 ellos me bloquean la puerta bajo la excusa, que, supuestamente yo pagué solamente 1,617 dólares . A lo que yo le dije no soy hija del presidente para hospedarme pagando la mitad de la reserva y si estoy dentro de la habitación fue porque pagué el 100% más los 500 dólares de incidentes. Le dije mire si estoy aquí es porque pagué. Y luego de 1 hora nos dieron una lleve y dijeron que nos iban a llamar el día siguiente y nunca nos llamaron, no disculpa no nada.

Lo que me hicieron fue una irresponsabilidad porque al tercer día de mi reserva ellos me bloquearon la puerta de la habitación 1137 del día 4 al 11 hice mi reserva vía booking, y lo pagué en efectivo la totalidad de 3,176 dólares y el día 9 ellos me bloquean la puerta bajo la excusa, que, supuestamente yo pagué solamente 1,617 dólares . A lo que yo le dije no soy hija del presidente para hospedarme pagando la mitad de la reserva y si estoy dentro de la habitación fue porque pagué el 100% más los 500 dólares de incidentes. Le dije mire si estoy aquí es porque pagué. Y luego de 1 hora nos dieron una lleve y dijeron que nos iban a llamar el día siguiente y nunca nos llamaron, no disculpa no nada.

HAIR IN MY BED WHEN I PULLED SHEETS TO GO TO BED THEN THE SHOWER WAS NOT CLEAN AND SHOWER HEAD HAD WATER SCUM /MILDEW AND TOWEL HAD STAINS

NOT CLEAN

No me gustó que adicional a lo pagado,cobran el estacionamiento.Deberían ser mas considerados para los huéspedes.Adicional el personal del lobby con muy mala actitud.

We haven’t breakfast.

Everything were good except the casino because I not gained enough money.

Que tienen música en vivo.

La picina no es muy grande y cómoda para nadar.

Muy bien ubicado y limpio en sus instalaciones

La relación precio pagado y que no incluya el desayuno me parece exagerado. Pagué más de 300 dolares por noche y me encuentro con la sorpresa que me cobraron adicional el desayuno.

Todo

Nada

La ubicación y la limpieza

La ubicación era buena, la piscina bonita Habitación correcta

El baño pequeño y un poco antiguo La calidad de las toallas bastante mala

Stayed here for a conference, so it was very convenient in that respect. The property iinside and outside is very clean and attractive. The staff is very friendly and willing to help in any way possible. We had an amazing view from room #1017 (odd numbers seem to be on pool side). Amazing infinity pool!!! So beautiful and relaxing. Great if you want to swim laps or frolic or just look over the edge out into the open with palm trees blowing! Lots of lounge chairs with a relaxing bar and eating area. People are so friendly. They offer a free shuttle to and from Old San Juan, which includes Escambron beach (make sure to tip the drivers!!) Rooms are modern and very comfortable - bathrooms could be a bit more updated but still not bad. They have ample closet space with a safe. Noise level was good (we could not hear neighboring guests). The gym is also great as it has Life Fitness machines, which are terrific.

Me encantó, excelente ubicación

Location

N/a

Nothing

The staff

We stayed here for five nights and overall I would recommend. Got off to a rough start with housekeeping however when issues were addressed no more problems. We were upgraded as Platinum elite to a suite, #760, which overlooked a parking lot, however was large and quiet with a separate living room. Breakfast buffet was included every day and was very good. Free shuttle to Old San Juan each day which was a huge benefit. Ubers were very cheap, $5 to downtown and $15 to airport. T-Mobile center had several restaurants. Very friendly employees, safe area, and good stay.

Ubicación

El hotel esta muy bien ubicado y en un area que permite caminar, visitar diferentes restaurantes, cine entre otros. Un lugar muy lindo, con buen casino.

Picina

I would not recommend this hotel to anyone. The staff were discourteous, poorly trained, and showed little regard for customer service. It felt like the priority was making money rather than ensuring guests had a positive experience. This was one of the most disappointing hotel stays I've had, and I will not be returning.

Breakfast was excellent.

Room's bathroom cleanliness.

Clean

Every thing open at 11am the can open earlier

I decided to switch things up on this trip and stay at the Sheraton Puerto Rico Resort instead of my usual hotel, the Marriott Stellaris Casino & Resort. To my surprise, the Sheraton won me over. The property is clean, the staff is genuinely friendly, and the entire hotel feels warm and welcoming. While some resorts can feel crowded and chaotic, the Sheraton has a more relaxed atmosphere that made me feel right at home. The only disappointment was not receiving an upgrade. As a Marriott Bonvoy member with top-tier status, I was a bit surprised, as upgrades are something I typically receive when available. That said, the overall experience was fantastic. The highlight of my stay was the Zen Spa. Januel truly has hands of gold and gave one of the best massages I’ve ever had. It was so good that it will be a must-do every time I visit Puerto Rico. This may have been my first stay at the Sheraton, but it definitely won’t be my last.

⭐⭐⭐⭐⭐ Exceptional Stay and Outstanding Service!I had a wonderful time at this property and highly recommend it. The employees were incredibly courteous, attentive, and professional throughout my entire visit. To make things even better, I was given a surprise room upgrade, which was a fantastic and unexpected touch. Everything about my stay was great, and I will definitely be back!

la ubicacion

no me gusto que el balcon sea compartidos todo lo que tiene que emplearme. No. No no todo todo

So exciting, super clean, great location

The pool area is so lively, clean, and the bar is great!

IT WAS GREAT! JUSTIN WAS AMAZING, FRIENDLY AND ATTENTIVE. JUSTIN MADE OUR EXPERIENCE GREAT WITH A POSITIV ATTITUDE!

La comida y la piscina

Ubicación excelente..!! Cerca de todo

Clean and accessible

Really good attention, quality of food and facilities

The location was great.

The staff could have been more informative to let me know more of what was included with my stay.

Great stay in the heart of Old San Juan. The location is perfect, close to everything, with beautiful views of the harbor. The rooms were comfortable, the staff was welcoming, and the overall experience felt easy and enjoyable. A solid choice when visiting the area.

The Breakfast was excelent .The Infinity poil was excelent

Room service food was worse than elementary school food. Prices are insane too. TV barely worked. Only good thing would be location but the amenities are trash for the price

We had a fantastic stay. Upon arrival, the staff was very helpful in recommending places for lunch. The guest room was updated to contemporary style. It was clean and very comfortable. We had an awesome view of the T-Mobile center and convention center. Pool area deck was kept very well. Whirlpool was very popular, so maybe 1 more whirlpool would be nicer. the Choices restaurant servers were great. They were attentive and caring. My son has egg allergies and we told the waiter on it, then the chef came to our table to offer him egg free pastries. We were very thankful for the care that was provided. My son was happy about his meal. Another example of great service was, I reported the safe box was not working and a technician came to the room in no time and fixed it. This was around 9pm. A big thank you to all staff who work there. You made my stay great.

Das Frühstück war sehr gut.

Leider hatten wir ein Zimmer mit schönen Bayblick, aber leider wurde die ganze Nacht auf der Bsustelle gegenüber gearbeitet. Und somit war es unmöglich zu schlafen.

Very nice stay. I would definitely stay here again.

Nothing

Promptness

N/A

Pool area

Crowds

Accesible y cómodo. Ubicación céntrica accesible a muchas áreas.

Precio un poco alto

Gabriel was a phenomenal server! We enjoyed our time at this hotel and the staff was so friendly and helpful. Thank you to all of them but especially, Gabriel at the pool bar.

I rented a cabana on ResortPass for a few hours here before my cruise from the Pan American Pier, which is maybe a 5 minute drive away. Getting here from Old San Juan was very easy and quick, and it was a nice place to stay whilst waiting to board the cruise. The cabana was comfortable, fruit bowl was mediocre, one bottle of water each was nice. Bar service and poolside food started at 11 and the nachos were good.

Todo

Nada

Habitaciones cómodas, hay muchas opciones de restaurantes, cerca del viejo San Juan

Nada

Everything nothing specific

All was good

Clean and decent room. Way over priced for the area, in my opinion.

Nice enough hotel, but in a poor location with nothing much to do. We tried for hours and never were able to get on to the wifi. The hotel finally gave me a number to call. The call went to some far east country and the guy that answered the phone didn't even know about the hotel.

The Sheraton Puerto Rico Resort and Casino was a superb hotel. The location and ease to get to the Pan American Pier (Norweign Cruise Line & others), Old San Juan, Convention Center, and other sightseeing destination was very surprising. The hotel it self was excellent. From the Guest Rooms, Restaurants, Resort Amenities (such as pool area, fitness center, etc.) , The Casino and the walkable off hotel property shops and restaurants was another plus to the hotel. The guest self parking was only $20 USD in the garage with plenty of parking spaces. $40 USD for valet parking. If you’re a Bonvoy Member than I would take the Breakfast Amenities rather than the 1000 points since the breakfast at the cafe was $38 USD per person and you get this free for yourself and a guest for the days you’re there for. The breakfast buffet was from 6:30 am to 11:00 am and the food choices were fabulous! From the hotel properties that I have stayed in Puerto Rico..this was my favorite for the price, location and hospitality service (from housekeeping, front desk, to resturant employees)!

Quality of rooms and facilities

Nothing to dislike

Location, Food, Customer Service, Clean Room and Amenities.

N/A

We were stranded in PR due to winter storm Fern so we had to wait for our flight by the pool ;) I always check reviews and read about Gabriel and his fantastic poolside service. We were lucky enough to be in his section and the reviews were spot on...he's friendly, attentive, chill and he took great care of us. BETTER service, food and drinks than the cruise we were just on! Way better!!! Front desk was fantastic as well... they gave us pool access while we waited for our room. Sheraton made us feel welcome and right at home during a time that otherwise would be stressful and unnerving. Thank you!!! ❤️

Gabriel the pool server was amazing on our day pass along with the manger and bell hops!! Made our visit wonderful! Quick service and welcoming atmosphere

pool

none

The services the staff was great,very helpful and so kind with us will recommend 100%

Súper cómoda, personal excelente, bastante variedad, y buena información con personal y en televisión

Las horas de Check in y check out, deben ser el check out por lo menos 12 o 1 pm

Me gustó todo.

La atención de los empleados

Precio del Buffet de desayuno

I stayed at the Sheraton as a solo traveller for three nights in January 2026. As it was a special occasion, I paid extra for a king room with a balcony and a bay view. I booked via Booking.com and this room was advertised with images of an expansive view across the San Juan bay. Most of the rooms at the Sheraton do not have balconies, and this was a luxury I was happy to pay more for. Upon check-in, I was allocated a room on the 4th floor - the same floor as the pool - and when I stepped into my room, I discovered that my 'bay view' was in fact a view... of some shrubs. My 'balcony' was in fact a shared terrace with all the other rooms on that floor, with no furniture, and direct access to the public pool area. Immediately, I figured that my room had been allocated incorrectly, so I dragged my suitcases back down to the lobby and asked the member of staff at check-in if there had been a mistake. I was informed, quite brusquely, that no, the room was correct. It was, actually, a 'bay view' room. Perhaps it was, if you were willing to leave your room door open and walk 40m across to the edge of the pool deck, but it certainly wasn't what had been advertised - and having paid extra for a balcony and a view, I wasn't willing to accept this. Although I was told, somewhat sternly, that the hotel was fully booked, the member of staff was able to reallocate my room, and I was offered a room with two queen beds on the 11th floor. This room was, in fact, what was advertised - with a balcony, and an expansive bay view. So this wasn't the start to my stay which I'd hoped for. I would advise the hotel to make sure they're advertising their rooms correctly, and with the correct images. While I'm sure that some people may appreciate a room with direct access to the pool deck, this wasn't what I'd wanted, nor booked and paid extra for. Aside from this inconvenience, my stay at the Sheraton was pleasant enough. It's quite a 'business' hotel due to its close proximity to the convention centre. The pool and pool bar are clean and pleasant, and although the hotel doesn't provide the same level of 'vacation vibes' as some of the resort hotels out in Isla Verde, it benefits from a much more central location. The rooms are clean, modern, and well maintained. The bay view is quite a bonus if you enjoy spotting planes and cruise ships from your room! The hotel can get very busy some nights with visitors to the casino, but is a decent place to stay if you want to be close to the action of San Juan. Overall I would recommend it, but be careful with your room choice, and absolutely do not accept a 'shrub' view when you've been advertised a 'bay' view and a balcony!

The never-ending pool is nice; room are a bit old, but comfortable. Conveniently located next to the conference center.

Rooms haven’t been renovated for >20 years.

Perfect location !! beautiful hotel !! The bed was very confy!!

N/A

Beautiful hotel, amenities are fabulous. The bed was so unbelievably comfortable. Would highly recommend.

Buen desayuno y una magnífica ubicación, cerca de toda la zona turística 👍

Todo bien

Our family of five had a great stay at the Sheraton Puerto Rico Resort & Casino. The rooftop pool deck was a highlight, with great music, a relaxing vibe, and a nice bar area. The staff was consistently friendly and even surprised us with a welcome gift when we arrived. We celebrated both Christmas and our anniversary here and felt really well taken care of. The fitness center was solid, and the location is close to Old San Juan but far enough away to be quieter and more relaxing. We’d happily stay here again.

Hotel expectacular, buen casino, buen desayuno, buen servicio. Tiene entretenimiento externo como el Distrito TMobile, eso lo hace aún más expectacular porque puedes caminar a otros entretenimiento cercanos. Tiene el servicio del Trolly que te lleva al Viejo San Juan, fue expectacular.

no tengo nada que decir, la estadía fue espectacular.

I really like its location and how accessible it is and the view it has is spectacular

Nothing