Sheraton Old San Juan Hotel & Casino

While I was there I went site seeing and to visit family, hotel service was great and we even got upgraded on the plane because we are in the military stationed in Korea. Whenever you told me bout the service feels, it said $40, not what they actually charged me so how bout not stating a specific amount if you don't know how much it is. Ask the customer to call the hotel to find out or something. Also, why isn't there and military discount for us Active duty Soldiers overseas?

They were not able to pick us up or take us to the airport. They did not have a microwave or refrigerator available for us. There was nothing to eat after midnight, no snack machines,the ice machine was never filled. Nothing like Ive ever experienced before... I wont go back

The Old San Juan Hotel and Casino is centrally located in Old San Juan, making it easy to get out and explore the city. It was clean, modern, and the bed very comfortable. The view from the rooftop pool was amazing. Hotel security was good as well: you can not make the elevator go to the floors with rooms on them without an active room key.However, the service was severely lacking. We were not able to check in until almost 5:00 pm when the policy is that check-in is at 3:00. Once we got into the room and found that we had an excellent view of the parking garage next door, we were told that there was nothing they could do as we had booked the stay through a third-party website. We heard stories of other people's luggage being lost by the bellman but that did not happen to us. We had to call every day to get housekeeping to come to the room. Even more, we had to specify exactly what we wanted the housekeepers to do.We did book an excursion through the concierge. There was some mix-up about the time of departure but the tour was excellent. Overall, it wasn't a bad stay but it wasn't a good one, either. I'm looking forward to going to Old San Juan again but we will not be staying here again.

Overall the experience was ok. I visit San Juan about twice a year. So I have experienced various hotels. Old Sheraton San Juan Hotel is located right in the heart of viejo San juan which is great!! Makes it easy to walk through old san juan, plenty of restaurants and sights to see. It saves money on the cabs. Very convenient location, but the hotel itself is pretty outdated. The pool is on the roof and has no snack bar. So you can't order any drinks or snacks, not to mention the bathroom was out of order which was inconvenient because it meant we had to go from the 9th floor rooftop pool down to our room on the 5th floor if any of us needed to use the bathroom. The room itself was musty. Had a smell to it that wouldn't go away even after housekeeping would come to clean. So overall, as I mentioned the hotel was ok. It definitely needs some updating.

For the cost, I couldn't believe the room didn't even have a microwave let alone a small fridgerator! Also the room was very damp, literally, u could feel the mugginess and the windows do not open so you're trapped with all the discusting moisture. Oh and the pillows stunk like old wet pillows, better yet, an old wet dog! I was severly disappointed! The pool was nice though I never used it. Looking back I can't believe I had to experience that!

NEEDS iPod dock; free tv channels; wireless rooms; working hair blower; larger towels; better pillows; cleaner carpeting; ALL NIGHT pool. When compared to El Convento Hotel, the OSJ Sheraton is lacking much comfort and elegance. The location and the staff of the OSJ Sheraton alone can't make up what's missing.

We stayed here in January 2011 and everything was great but now since it has been taken over by Starwood, the customer service has declined. We got an email from them a week before the trip saying if we needed anything that Sheraton would love to get it for us. Well this was a complete lie. The room was in a terrible location with only one tiny window facing the middle of the towers. A curtain that did not open so the room was like a cruise ship bargain basement room. I felt like i was in the hull of the Titanic. The air conditioner thermostat did not work so the room was a constant 62 degrees. The safe did not work and security tried to fix it with no success. When we tried to change rooms they said they were booked up. We tried to upgrade and they said No. Everything I asked for she said No. Its and okay hotel if you stay one nite to get on a cruise but other than that stay somewhere else.

Was screwed at 4 points sheraton in caguas then by old san juan sheraton. Had made reservations for 2 rooms but somehow in the system they had me only for 1 room. Lack of attention to detail on their behalf. Front desk personnel didnt even try to rectify the situation by offering an apology for their mistake. The rooms had a very musty smell to them. Recommend openings windows if possible??

One major problem with us and many others that stayed at the hotel was the Sheraton room key system. You would have to slide it at least twice sometimes 3 times to get into your room. Three times the key would not work at all so we had to go to the main desk and have it remade. Also, in order to go up or down to other floors in their elevators you need to slide your key. This is, of course, for security purposes. Again - we had to slide it at least 2 -3 times and sometimes if it did not work right away and if you were trying to go up, it would take you down to the lobby and you would have to rekey and go back up to your desired floor. We also had a problem obtaining wash cloths for our room. Three times we had to call and ask that the room be cleaned. This was at 5:00 pm and certainly the room should have been clean by then.

Perfect location- walk all over Old Town, but many of the rooms smell weird- I don't think it's mold, because it didn't affect our asthma. House keeping staff has air spray that helps. Windows don't open to help air out the place. Rooms with outdoor varandas are the way to go. Worth staying 2 or 3 nights but not more.