Sheraton Old San Juan Hotel and Casino

Customer ratings & reviews

TripAdvisor Traveler Rating

77 reviews

• 

  Really disappointing stay, save your time and money

  Overall, a really poor experience at this hotel. I used a suite night award upgrade to get moved into a corner room suite and the room was just straight up bad. First, the floor was really dirty with debris and scuff marks all over. Second, the room had a sink in it and it was dirty with food when I came into the room. Third, the air conditioner in the main bedroom blew out black dirt and dust all over the floor and down the wall whenever it turned on. Fourth, the air conditioner in the living area space did not seem to work and even though it was set to 71, the room was consistently around 77/78 degrees. I tried to not let all this bother me since it was only for 1 night but in the morning, I tried to use my free platinum breakfast at the restaurant and that was also a mess. The restaurant hostess would not seat us without a special card from the front desk, which the front desk forgot to provide us the night before. I had to wait in line for the front desk about 10 mins to get it, and then get back in line for the restaurant. Even with about 45 mins until closing, they weren't replenishing anything at the buffet and the remaining selections were essentially eggs, toast, and fruit. I will say the property itself is in a nice location that's easy to walk to a lot of places with a Walgreens attached on the side. If you are on a royal Caribbean cruise, you couldn't be closer to the pier (note it is not walkable to the Norwegian pier). But other than that I would definitely not recommend. Save your time and your money and go somewhere else.

  Apr 27, 2025
• 

  Great spot, terrible service.

  I spent 4 days at the Rumbao. On day one I wanted to have a quick drink on the terrace behind the bar on second floor. I was asked by two different people to move as seating was scheduled by someone that was in charge of the table seating, however, that person already said it was ok for me and my Mrs. to sit there. Confusing and a bad start of our stay. On day 2, 3 and 4 my room was not cleaned and my overflowing garbage bins started to smell. I had to request towels every day, and I always got less (2 instead of 3) than requested. I asked specifically on day 2 in the morning (early) to have housekeeping clean my room (and bins), that was never honored. In my 4 day stay not once someone from housekeeping serviced my room. I get better service in a Red Roof Inn than at the Rumbao. I am a Platinum Elite member for life with over 1,500 stays in Marriott hotels, this hotel should NOT be associated with Marriott.

  Apr 22, 2025
• 

  It’s a great location for cruises but…

  We checked in with friends and we both booked the same room. 2 nights for $1000 get to room The toilet was stuffed and went to the desk to ask and they acted like they didn’t care. Took three trips to get it fixed. The housekeeping was terrible and it wasn’t clean.

  Apr 15, 2025
• 

  Adequate hotel for cruisers, walking distance from pier.

  Nice hotel, friendly staff, adequate accommodation for pre-cruise in San Juan. Room could do with vacuuming (as most hotels) I found dust & hair bunnies in bathroom and bedroom. Otherwise ok! Bed was comfortable and a/c worked well. Blackout curtains are a plus.

  Apr 14, 2025
• 

  Avoid

  Don’t stay here. If you do, don’t bring anything important with you. If you leave it in the room, you may never see it again. Also, don’t expect anyone to respond to your requests or get back to you. The hotel is in Old San Juan, which is about all it has going for it.

  Apr 02, 2025