Sheraton Old San Juan Hotel & Casino

We first got a room with moldy smell, a broken phone and a broken safe. The small window looks directly into a parking structure. I called front desk and they sent a security to make sure things weren't working, and then moved us to a functioning room. It makes me wonder whether the front desk knows about all the broken stuff and just wants to put someone who would not complain there. Upon checking out, I asked the bellman how much a cab should be to the airport--cabs in San Juan uses flat pricing based on zones--but the bellman refused to answer while saying the fee structure was complex based on the number of baggages and distance... I tried again and the 2nd bellman gave me a simple answer of $22.

everyone was very helpful

Paid for two Deluxe Bay View rooms. WHen we checked in the rooms were not ready at 3pm as stated. We had to come back at 4:15. Rooms still were not ready. At 4:30 the two room keys were given to us. We went to the rooms and found out that instead of Deluxe Bay Views, we faced a multi-tiered parking garage and looked right at parked cars - no Bay in site. [...]

I would just like to advise other travelers to not waste your money on this hotel. It does not deserve the amount of stars it has. It is in desperate need of being updated and cleaned. Upon entering the hotel, it was raining, the door man saw us arrive, however did not bother to help us with our luggage or use an umbrella so we did not get wet. Once we dragged our luggage inside the lobby, we were confused because we see a small desk assume it is the front desk only to be told by the three young adults sitting there to turn around as they continued to giggle and act like they were not at work. The initial front desk person checking us in was friendly. Again, no help to take our luggage to our room. Disgusting turquoise outdated rugs. No light in room, no closet only a wobbly armoire available???? We were told by the other Sheraton near the convention center that this hotel was the "sister" hotel and was comparable to stay in (because they were overbooked and had no room for us). Clearly that was NOT the case. I would also like to note that there is not much of a price difference between the two hotels. We checked out within 2 hours, because we did not want to ruin our vacation anymore.Upon checkout, they attempted to keep us, but when we told them that we were going to the other Sheraton (who finally had rooms due to cancellations) they did little to offer us anything in the way of refund, compensation or apply some of what we paid to the new reservation. YES I understand it was non refundable, however this is the same company I am spending my money in, OF COURSE you can do something, anything!!! The only thing relatively good with this hotel is the location.

Hotel emplyees great. security made copies of my drivers license when it was not needed. Had to pay charges I never paid anywhere esle for everyday stay. [...]

The main reason we picked this hotel over others was first, its central , good location and then its relatively reasonable price. I should say, the location was great! If you are going to San Juan to enjoy its history, night life, strolling around old markets and dinning you are in the right location. No need to rent a car (unless you are planning to go to beach, El Yunge, etc.) But the cleanliness of the hotel is a disaster! We changed two rooms and we did not like any of them. They were small, smelly and you could nt even open their windows = making rooms smell bad and moldy all the time. Housekeeping did not work neatly. We always found soap residue, hair in bath tub and missing shampoo or conditioner. Worst thing was air conditioner. It was either too hot or too cold that I had to wear my socks in the room! Swimming pool and hot tub are way smaller than pictures on website and they were under maintenance supposedly for 1 day but it got fixed after 4 days or so. Also dining option in the hotel was limited and very pricy. Over all, I would not come back here and wont recommend it to anyone. Still is hard for me to believe we stayed in Sheraton as we received 1 star hotel treatment!

This was the WORST trip we have ever experienced!!! We payed an extra $50 to have a room with a balcony, call the hotel after purchase everything was fine..Get to the hotel and they gave us the wrong room, not what we paid for and it smelt like smoke,mold and a nursing home! the windows were even dirty! The customer service was horrible, we stayed at the Old San Juan Sheraton Hotel! We complained, talked to 2 managers [...], they were goign to refund our money but it would take 7 days, so we had no choice but to stay, they finally moved us to another room after me having to make a scene (which I shouldnt have had to do if they gave us the right room in the first place). They took out $100 deposit without informing me. The amenities were closed most of the time we were there. And the casino downstairs dont even waste your money. I had an issue with a lady that shoved me and they wouldnt do anything about it, they told me i shouldnt have sat down next to her..like I knew she would push me..She was holding a seat for someone and freaked out on me. We flew thru JetBlue, NEVER AGAIN! They tried kickin me off the plane bc I asked the flight attendent not to be so rough with my belongings, he shoved my bag and all my stuff fell out (thank god nothign broke) and overall it was the worst experience over there. The staff at the hotel were so rude, they wouldnt help me when my bags upon checking out they said they were too busy..I walk down stairs and 4 of them are just sitting there talking, guess thats considered busy for them. The maids didnt pick anything up like most places do, I had to call 2-4 times a day for towels, cups, or anything else that I needed since they didnt bring that stuff upon room cleaning. They didnt take the dirty towels out of the room, they left them piled up the 9 days that we stayed. And the 2 restuarants inside the hotel are disgusting and overpriced. the one our food was cold, bun was still frozen, and the other place it took 45 minutes to get a drink, another hr to get our appitizer, we had to cancel our order and eat elsewhere.There were literally 5 other familys of no more than 4 in there. RIDICULOUS!

Lets start with the ride to the hotel, we elected to take a taxi instead of renting a car because we weren't sure about how the driving is out there and THANK GOD we did not rent a car because they drive worse than new yorkers especially in Old San Juan. They mostly have back ally ways and one way streets, people park on the side of the streets which leave BARELY enough room to manuver any vehicle through even if you are a great driver. The city is beautiful but you can certainly tell that it is very poverty stricken due to the graffiti EVERYWHERE. There are abandoned apartments and hotels every where...When we got to the hotel, it was nothing special. We got our room just fine. The room was decent, the bed and pillows were great. The bathroom is a decent size. There are no refridgerators in the room which was not good b/c you constantly need something cold to drink due to the heat during the afternoon. Our first night, my fiance and I ate at the Chicago Burger located on the first floor of the hotel. Our service was horrible. We had to remind the wait staff that we were there, we ordered some island drinks and they were the worst... They took forever bringing us our food which was annoying because noone was hardly there. When they did bring us the food the waitress just sat it down and left without asking us if we needed anything such as ketchup or anything else... We visited to casino inside the hotel, it is very small and limited. There is NOT a NO LIMIT poker table in this casino, they play 3 card poker, blackjack and other games but no Texas Holdem. The next day we had a FABULOUS cab ride around Old San Juan & The New City by a man named [...]for $45.00. He was INCREDIABLE! He stopped the vehicle several times to show us the city and got out and took pictures of my fiancee and myself. He spoke english very well and he was very honest, we gave him a tip and he thought we over paid him and tried to give us our money back. As far as food is concerned, Punto De Vista is a GREAT place to eat for local food. The owner of the resturant/bar is funny and he interacts with the guests there. The only bad part is that guests mostly sit outside and they are surrounded by pigeons. One pigeon actually decided to use the restroom on our table after we ate dinner. The second day we were there eating lunch and a roach was on our table outside and that really grossed me out although it wasn't really the fault of the owner because we were outside the resturant. We ate breakfast our first morning at Palio inside the hotel. The atmosphere is wonderful and the view is beautiful. It was a buffet type style breakfast but for 2 people cost us $40.00 + tip. Which was CRAZY! The food was okay, but NOT $40.00 okay for BREAKFAST! Needless to say, the next morning we ate at a little resturant in Old San Juan just behind the hotel and had a nice breakfast for $20.00 for 2 people.On our 2nd night stay, we were coming into the hotel, getting on the elevator and a roach was in the elevator, which scared me because I hate bugs. I didn't see any other roaches on this trip or in my room but I'm sure they are there. This hotel is not one that I will recommend to anyone. I would rather stay at a resort inside the New City with more to do and more amentities and better service than this hotel and take a taxi to see the sites in Old San Juan. In addition, you have to go to Barrachina's and ask for [...]. He is an amazing Bar Tender there and they are the creaters of the Pina Colada. It was the BEST Pina Colada I've ever had and I don't even like that drink!!!

The room was AWFUL!!! Do NOT let the pictures fool you! The room was extremely damp due to the fact that the windows are sealed shut. There is no ventilation at all! The was a big patch mold going down the wall near the armour. If you are going to Puerto Rico during the party weekends, this hotel is not a good choice because it is away from everything. If the room wasnt so bad I would recommend the hotel because the majority of the staff is very nice and its near the shopping centers. LEARN THE BUS SYSTEM!!! it will save you tons of money. The cab drivers charge a flat rate of 20 dollars for any distance. Cab fare will eat your money uneccessarily!

low quality hotel; bad location; tried to cancel reservation, but the hotel didn't honor it.