Sheraton Old San Juan Hotel

I have stayed at this property 3 times. At least they are consistent in subpar service. Valet wait was inordinately long (25 minutes+). I had no running water in my room much of the time, and when I did have it, it was only cold; no hot water. The staff is oblivious to good customer service. Aside from the great location and views, this hotel really has nothing go for it. There are better options.

Location location location! Located in Old San Juan, this Sheraton is walking distance to everything! It sits a block from the waterfront just behind Señor Frogs.
Although it looks small from outside, it’s a good sized hotel with conference rooms and everything. The lobby is beautiful but small, especially noticeable after the cruise ships dock and the lobby gets cramped. There is a fitness center accessible with your room key and a rooftop pool and jacuzzi with great views.
Our King size bed room was huge. Super spacious and stocked with local coffee and water bottles. Other reviewers mentioned the thin walls… We were on the sixth floor near the stairwell and didn’t have any issues other than the doors are heavy and tend to slam, but nothing crazy. The room and bathroom were clean, bed was comfy, overall we had a great stay.
3.5 stars.

This hotel absolutely gears itself towards fanny-​pack wearing cruise-​ship passengers flying in and out through San Juan.
Full disclosure: Members of our party live locally, but we grabbed a hotel room here for spillover out of pure convenience sake. It’s a solid hotel, but disappointing by SPG standards.
They only have cold water in the lobby on weekend mornings when all the cruise ship passengers checking in and out between flights and cruises — they don’t make this available on afternoons and weekdays (i.e., for guests not going on a cruise). There is free coffee available and this was never made clear (our party found out on the last day). The front desk sent our party wandering around to drop-​off luggage since check-​in was strictly at 3pm, accidentally sending us to the cruise-​ship only luggage storage area on a higher floor. The lobby is mobbed on the weekends due to the cruise ship groups gathering everywhere. The pool and hot-​tub on the roof has a great view but the facilities are dated. Room cleanings were not consistent (i.e., some days it was not done and our party had to dial down to request towels, etc.).
On the plus side, rooms are modern and views of the harbor are lovely. The Happy Hour on the second floor had drinks and apps and was convenient to hit up between day activities and before dinner.
Definitely not the most sophisticated clientele due to the cruise ship crowd, and I typically prefer to stay elsewhere, such as more boutique hotels or along Isla Verde for prime beach access.

I honestly didn’t have any major issues with the hotel and neither did my BF. We stayed for a total of 4 nights and loved the location since everything in Old San Juan was walking distance. I came here with low expectations since I knew it wasn’t a 5 star Sheraton so I was not disappointed. We ended up getting a free upgrade to an SPG room, which included a living room area with couches and a tv other than the one in the bedroom. The room was spacious and better than what we were expecting so that was great. They had construction going on in the daytime and informed us it might be noisy but we were only in the room at night to sleep and had no issues with that. We were looking forward to gambling at the casino but found out it was closed for good. Very disappointing since that was not told to us prior to booking. Another thing was that housekeeping completely forgot to come to our room one day so we didn’t have fresh towels. Maybe they accidentally skipped the room? Not too sure but the housekeeping lady was very nice. The view from the pool on the 9^th floor was pretty but the pool was very small. Nonetheless, we enjoyed our stay at this Sheraton.

All the reviews for this hotel, I have read are 2 stars, i can’t really agree with everything they said. This hotel is pretty nice. They have a casino downstairs close to the check-​in area. The employees were wonderful and helpful. The rooms were not spectacular but it had everything I need to get a great night of sleep. The bed was nice and firm, that helped me sleep wonderfully. The view of the water is awesome, especially when the big cruise ships are docked there. Your also in walking distance of Old San Juan.

Pros: Location, clean, comfortable, pleasant door people.
Cons: Noise! Not that our neighbors are noisy, it’s just that the walls are no thicker than the ones inside my house. I can hear everything … Every word, every fart, TV, etc. Every time an entry door closes, the sound reverberates throughout the hallway – I’m talking next-​door, across the hall, two doors down. It’s loud. I hear room service knocking down the hall !! I hear vacuuming across on the other side. Ugh.

Tale of two Sheratons: this is not a nice one! Stay in Sheraton by Convention Center instead, if you are SPG customer. This one is disappointing. The only thing that works for this Sheraton is location, and, maybe, lower price. Rather than that, not impressed at all. They didn’t really want to acknowledge my status with SPG and treat me well. Walked in for check in and immediately taken aback with misty odor, run down and cramped common areas. The check-​in was less than pleasant. It was 4:30−5 pm, and we were told the room wasn’t ready. Hello, the check-​in is at 3 pm; it doesn’t start at 3. That is when I expect my room to be ready. Had to push in order to get a room. Asked for complimentary upgrade, if it is available. Got quick «no» in return. At the end, we got a room and upgrade, but not without struggle. The room was facing the water and the port, but, once again, dated room with old furnishings. Bathroom and all amenities were not impressive at all. Thin walls, too noisy. Other Sheraton in San Juan, by Convention Center, is much nicer, although this one has better location.

Hotel is nice, cool pool area, amenities are what you would expect. The problem is that the rooms are awful. The walls are paper thin. Someone opened their closet last night at 1am and I thought there was a burglar in my room.
Also, the beds are as hard as a rock, ended up waking up every 30 minutes to turn over because of how much pain I was in from the rock slab bed. Also, to make matters even worse, the pillows are awful as well. They are so under stuffed that by the time I put my head on them the pillow was as thick as a few pieces of paper. My neck is currently killing me from this.
Lastly, the shower had about a 1 micron difference between ice cold water and scalding hot, burn my skin, face melding hot water. It took me a good 5 minutes to find the exact right angle that was a temperature I could stand under.