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Ratings & reviews
TripAdvisor traveler rating3804 reviews
Great hotel, some service issues
Stayed at this property while attending an event. It is a very busy property in one of the busiest areas of San Juan. The property is exceptional in most aspects. Despite being busy the lobby always had space to move around. The pool area is also very ample and well designed and even on a busy weekend you didn’t feel overwhelmed. It has plenty of restaurant choices, probably helped by the casino for all budgets and tastes. The rooms was nice with plenty of space. It is lacking a sofa or a chair to seat, beyond the desk chair provided. The beds and pillows are good. The bathroom is also very functional despite the hated sliding door. It is lacking a microwave in the room and the coffee maker is old-style. The reason why I do not provide full marks is the service. A simple request to extend checkout for one hour was expeditiously rejected, something never happened to me in a Marriott property l, specially being a top-tier frequent traveler. Also, we had to ask for the room to be cleaned. I know there is a policy in place in some hotels that room cleaning is not explicitly included but if that’s the case here, I wasn’t told. Finally, there was an mixed up on the reservation payment and it took two days to figure it out. No issues with the hotel but definitely service needs a bit of an overhaul.
Excellent and friendly service!
I cannot say enough about the service and kindness from the staff at this hotel. I particularly want to thank Francheska and Gabriel at The Bay Pool Bar who went above and beyond to ensure that my family and I had a nice time. Francheska was incredibly sweet with my son and even went out of her way to get him balloons for his birthday! We also want to acknowledge the staff at Choices, including the bartender who worked at nights and helped my husband and I unwind from our day (without the kids!) and gave us some great recommendations on where to eat (I apologize for not getting his name!). We also want to thank the front desk staff who helped arrange a little birthday celebration for my son complete with a stuffed dinosaur, more balloons, and cake. Everyone was so patient and kind and I would recommend this hotel to anyone traveling with young kids. The pool is great for little ones, the location is great, and everyone is incredibly nice and helpful.
An enjoyable place to stay
From the time we checked in till check out they catered to all of our needs in a warm gracious manner. The room was very comfortable not lacking in any of the amenities one would expect. Was conveniently located to the convention center and the Disteto T Mobile. Extremely professional and helpful directing us to see old San Juan.
Worst Valet Parking and Service
I interact with like five valet parking employees and they are rude, no helpful and they were “full” except for the people they decide which is super disrespectful. The service inside the hotel is like they don’t want to work by not attending and even ignoring you when asking something. The pool is the ONLY thing that is worth it.
The heart and soul of Puerto Rican culture at the Sheraton convention center
I was extremely impressed by the decor of the hotel and their facilities. But the most impressive part was their personnel. In particular Ediel from the front desk was the most helpful to accommodate our extended family, including my son with his baby. He was very instrumental in getting the room close to each other and also an early check with the late check out for the babies sake. I will also want to mention Neftali, who took care of our luggage when we were there. I highly recommend this place not only for business, but as a family place to stay.