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Four Points by Sheraton Caguas Real Hotel & Casino

3.5 out of 5.0

Recent guest reviews

Light didn't work in the bathroom. Room was booked as King bed for my husband and I, we got double beds somehow.

This hotel is outdated, but with very few choices in the area, I can see no rush by management to do anything about it. Puerto Ricans people are very friendly, but have no sense of customer service in dealing with people. The front desk can only focus on one customer at a time, but when you have only 1 employee at the desk, they should acknowledge the people forming a line and at least let them know they will be with them shortly. This hotel has great future potential, only if someone knew how improve it, seems they depend more on the casino side of the house. This hotel is simply avg hotel, that needs a real makeover.

Were a good time ...only a night stay but good for sleep

Steve there recently, and I think I was upgraded to a suite. Very comfortable.

Not enough people working in front. Broken hot tub .Air conditioning not working in bedroom

For some reason the following day there was no hot water and the same happened the second day of my stay. Receptionist can be rude and sarcastic.

Hotel / Front Desk charged the although it was already paid for via Orbiz. They charged me 191.50 for incidental fee, when they were suppose to place a hold for the amount of $50.00 48 hours later i have not recuperated my money or the difference. There are NO signs along the highway indicating were the hotel or the exit. Poor ilumination along the street leading to the facility and an exagerate amount of pot holes on the same road. Either the hotel chain does not care about this hotel or the city can care less about it as well. Be ware of what they charge upon checking in and checking out.

overnight stay for wedding in area. everything was fine. would love to have stayed longer and made more use of facilities.

They lie about availability and charge you excessive fees. They also have poor security.

Excellence experience, my family enjoy a lot, thanks

Over all the room was very nice, the view is not, not enough sugar or creamer for 2 people. The other issue was the A/c it could not be controled unless you would turn it off, either too cold or to hot as it cycled through.

I visit my family in caguas we needed a place to stay for two night. This hotel was the closest to my family 15 minutes away. room was clean staff was friendly and helpful. I will defenetly stay at this hotel again :). I'm a happy costumer.

The hotel meet my expectations is great hotel. Room was very clean and comfortable. Pool is excellent.

We had a great time. Hotel is a distance from main road surrounded by beautiful scenery. Great pool, and restaurant service.

I check in to hotel and room is freezing. I attempt to raise temperature but thermostat won't go above 71 degrees. Call front desk to see if someone can fix issue to allow room to be warmer. They say they will send an engineer up right away to address issue. After an hour we have to call again because no one showed up. 30 minutes later finally an engineer shows up. He plays with thermostat for a bit, changes the batteries then tells us that thermostat is set to only go to max of 71 degrees. We respond that is ridiculously low and is there any way to change the setting to allow higher max temperature. There should be an administrative settings menu that hotel should have access to that limits the min and max temperatures. He says he does not know how to do it. I proceed to call front desk again to explain issue (meanwhile my wife is getting sick trembling from the cold temperature in room with AC constantly running). They say that they will attempt to send the senior engineer to remedy issue. It takes him 45 minutes to show up. And when he does he just states that he doesn't have access to change that. They will need to call the service company to address it but because its after 5:00 pm they will need to wait to tomorrow to do so (How convenient he doesn't show up to room until 5:15 pm when I made my original complaint around 3 pm) . Only think he can suggest is to turn off the AC. In Puerto Rico? It is a hot island. AC is required. My only choices are a hot room with no air flow or an ice cube. When I go down to front desk to complain to hotel manager and find out if anything else can be done. She says they can change my room. I ask if AC will be different. She responds no, it will be same in all rooms. How is that even a reasonable response as an attempt to help out? I suggest they at least compensate for me no needing to go to Walgreen's and get my wife some pajamas since we did not pack for cold temperatures. She says there is nothing she can do and can only suggest to turn off the AC. Gives attitude that there is no problem and there is nothing she will do except offer an extra pair of bedsheets. No concept of customer service. Rude behavior and lack of any impetus to aid the customer. I have called Starwood Customer service (parent company of Sheraton) to voice my complaint. While he was sympathetic, he can only file a case # and I may need to wait up to 5 days for customer service to respond. Never stay at this hotel.

Hotel meets expectations. No extraordinary experience if you are used to go to hotels for business trips, etc.

This hotel is a great stay for quick travels trip to the San Juan Area. Its not too close to the main traffic points but great to just do a quick 10-20 minute drive to the most visited place in San Juan. The amenities where awesome and the staff was great.

I was looking for a peaceful location, and this place was great. Its in a major city in PR, but its kind of country side at the same time. love it.

We needed to book last minute and we could not have asked for better service. The dining staff was EXCELLENTE!!! and the food was right up there too! The beds are sooooo comfortable. Check in/out was a breeze. One thing for the price parking should be free to paying hotel guests. Muchas Gracias!

This Hotel is the best choice in Caguas area and all around the south east of Puerto Rico.

500 Alhambra En Granada Boulevard Caguas

Hotel highlights

  • Free in-room wired Internet
  • Onsite dining
  • Casino
  • Nightclub

Four Points by Sheraton Caguas Real Hotel & Casino places you 18.5 mi (29.7 km) from Hiram Bithorn Stadium and 19.1 mi (30.7 km) from Jose Miguel Agrelot Coliseum. This 3.5-star hotel welcomes guests with 126 rooms and conveniences like a casino, an outdoor pool, and a 24-hour fitness center. It's in the mountains and also within a 30-minute drive of Puerto Rico Convention Center and Castillo de San Cristobal.


Dining

Enjoy a leisurely bite to eat at X.O. Le Bistro, the hotel's onsite restaurant. Savor a meal from the comfort of your room with room service, or get a quick energy boost at the coffee shop/café. Start each morning with breakfast, served for a fee from 6:30 AM to 10:30 AM.


Rooms

All of Four Points by Sheraton Caguas Real Hotel & Casino's 126 rooms are air-conditioned and have an array of amenities, including coffee makers, free newspapers, and free bottled water. LCD TVs come with cable channels and pay movies, and guests can stay connected with free wired Internet. Select Comfort beds grant a restful night's sleep, and bathrooms offer hair dryers and free toiletries. Phones, ironing boards, and desks are also standard.


Property features

Guests of Four Points by Sheraton Caguas Real Hotel & Casino enjoy a casino, a nightclub, and an outdoor pool. Valet parking is offered for USD 13 per day. The 24-hour front desk has multilingual staff ready to assist with dry cleaning/laundry, concierge services, and securing valuables. Other amenities at this family-friendly hotel include a 24-hour fitness center, free WiFi in public areas, and 6 meeting rooms.

Room options

Deluxe Room

Full 2 | King 1 | Sleeps 4

Deluxe Suite

King 1 | Sleeps 4

Suite

King 1 | King 1 | Sleeps 4

Guest reviews for Four Points by Sheraton Caguas Real Hotel & Casino

Everyone (11) Business (9) Couples (7) Family (12) Other (6)
3
Everyone

Light didn't work in the bathroom. Room was booked as King bed for my husband and I, we got double beds somehow.

By on May 5, 2017

3

too expensive for outdated hotel

Everyone

This hotel is outdated, but with very few choices in the area, I can see no rush by management to do anything about it. Puerto Ricans people are very friendly, but have no sense of customer service in dealing with people. The front desk can only focus on one customer at a time, but when you have only 1 employee at the desk, they should acknowledge the people forming a line and at least let them know they will be with them shortly. This hotel has great future potential, only if someone knew how improve it, seems they depend more on the casino side of the house. This hotel is simply avg hotel, that needs a real makeover.

By , from Jacksonville, FL on Apr 12, 2017

4
Everyone

Were a good time ...only a night stay but good for sleep

By on Feb 28, 2017

4

great suite

Everyone

Steve there recently, and I think I was upgraded to a suite. Very comfortable.

By on Feb 3, 2017

3

air conditioning not working in room.hot tub broke

Everyone

Not enough people working in front. Broken hot tub .Air conditioning not working in bedroom

By , from seattle on Jan 31, 2017

3

no hot water

Everyone

For some reason the following day there was no hot water and the same happened the second day of my stay. Receptionist can be rude and sarcastic.

By on Jan 30, 2017

3

attention to detail

Everyone

Hotel / Front Desk charged the although it was already paid for via Orbiz. They charged me 191.50 for incidental fee, when they were suppose to place a hold for the amount of $50.00 48 hours later i have not recuperated my money or the difference. There are NO signs along the highway indicating were the hotel or the exit. Poor ilumination along the street leading to the facility and an exagerate amount of pot holes on the same road. Either the hotel chain does not care about this hotel or the city can care less about it as well. Be ware of what they charge upon checking in and checking out.

By on Jan 13, 2017

4

nice hotel

Everyone

overnight stay for wedding in area. everything was fine. would love to have stayed longer and made more use of facilities.

By on Dec 29, 2016

1

problems with everything

Everyone

They lie about availability and charge you excessive fees. They also have poor security.

By on Dec 22, 2016

5

very nice, super comfortable

Everyone

Excellence experience, my family enjoy a lot, thanks

By , from Rio Grande, PR on Dec 8, 2016

Review comment responded on Dec 27, 2016

We are glad to know your family enjoyed the stay at our property we look forward to welcome you back!