Sheraton Old San Juan Hotel and Casino

Customer ratings & reviews

TripAdvisor Traveler Rating

153 reviews

• 

  Hotel Rumbao in Old San Juan

  Lovely hotel. Walking distance to everything in Old San Juan. Pricey but worth it. Issues with housekeeping skipping our room. Day 3, I went to the front desk and asked if I needed to request housekeeping. The front desk lady said we shouldn’t have to but she would take care of it. She was appropriately apologetic. That day our room was done. Suggestions for improvement- fitted bottom sheets. Flat sheets are ok on thin mattresses. Their mattresses are thick with a topper. We were constantly tangled in the bottom sheets! The 9th floor rooftop swimming pool was a great place to hang out. The bar was great. The restaurant was good and the included breakfast was worth the money. Would stay here again!

  Jan 05, 2026
• 

  Nice hotel on a great location

  The hotel is in a great location, in the center of old San Juan, right on the water, at the cruise dock. It is about $20 uber/lyft ride from the airport. Old San Juan is small so everything is walkable. There was a nice bar with a terrace in the hotel. We did not try the restaurant but breakfast snacks from the hotel 'market' were tasty (we got $21 food credit for each day). Our room was large with a great bathroom, strong shower and good AC. However, TV was unusable because it was at an odd angle and fixed to the wall. The bed was ok, but sheets kept pulling up. The main problem was lack of housekeeping and front desk's inability to communicate correctly about the issue. They kept promising to resolve it but nothing was happening. At the end they refunded about 10% of our cost. Hopefully management issues can be fixed, and it could be a great property.

  Jan 03, 2026
• 

  Top notch

  I had a work event at Hotel Rumbao the experience was nothing short of amazing, The service, the food, the facilites everything top notch. Shout out to Juan Carlos the Hotel Manager and his staff for making our stay and event great.

  Dec 31, 2025
• 

  Good luck getting towels

  Location is all it has going for it. I don’t know if it was off because of the holidays or the fact that they turn over the rooms so much because of people staying there pre or post cruise. We stayed 5 nights which was a mistake. We checked in and got in a couple hours before 4pm check in time. Our room did not have a hair dryer. Had to call for one. Twice because after waiting an hour nobody brought one. And ask for another towel since we requested extra in our booking but got only 3 towels in the room (there were 4 of us). The next day they didn’t clean our room and it took 2 tries to just get fresh towels. The next day our room was actually cleaned. But again only 3 towels so call to get more. Water & coffee pods were replaced this time (the only time they did that). After the third night it felt like they started cleaning the room and left and never returned. They made the beds, took the wet towels, but didn’t replace the towels or the water/coffee. Again couple tries to get the towels (we had given up on getting water & coffee). Next day they made the bed & gave towels. Not 4 mind you. But we had gotten an extra when we requested the day before so we had enough. We tried both calling & going down to the front desk to get help (with the towels mostly). But every time we went down there the wait was long and so many people would cut the line making the wait even worse. So definitely do not recommend. I don’t think expecting towels in a room is a big ask.

  Dec 30, 2025
• 

  Dirty expensive hotel

  Room was dirty. We had 2 rooms, ours was full of mold. My sons and his wife’s room had hair everywhere, on the floor in the bed etc. Gross. Management couldn’t care a less when we told them. Was too loud to eat comfortably, 95 decibel music. Does not met the Marriot brand standard. For $900 for 2 nights you can do better elsewhere. Do not recommend

  Dec 29, 2025