Sheraton Old San Juan Hotel and Casino

Customer ratings & reviews

TripAdvisor Traveler Rating

215 reviews

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  A Truly Exceptional Home Away from Home

  My experience at this hotel was truly exceptional! The service was outstanding, and from the moment I arrived, the staff made me feel like family. Everyone went above and beyond to ensure I felt welcomed, comfortable, and cared for. Their kindness and generosity were genuine, and it was clear that they truly take pride in making their guests feel special. I would especially like to recognize the front office team—Alejandro, Josephine, Julia, and Fernando—for their warm hospitality, professionalism, and thoughtful service. They made me feel welcomed from the moment I arrived and consistently ensured that all my needs were met. What touched me the most was how thoughtful and selfless the staff were. They even offered me their own lunch! To top it off, Chef Elvin Marrero surprised me with my favorite plantains after the amazing supervisor and guest services team mentioned how much I was craving them. Chef Elvin prepared them with such care, and that thoughtful gesture meant so much to me. It’s the little things like these that make an experience unforgettable. I would also like to recognize Jorge Panis, the F&B Director, for his leadership and dedication to creating such a welcoming and memorable dining experience. His commitment to excellence was evident throughout my stay. The rooms are amazing, spacious, and beautifully decorated, with wonderful artwork and paintings that add so much character to the space. The location is also great, and the entire hotel radiates positive vibes and beautiful energy. I genuinely recommend this hotel to anyone looking for more than just a place to stay. This is a place where hospitality comes from the heart, where you feel appreciated, and where the staff treat you like family. It truly is a home away from home. I am so grateful for the experience and the wonderful people who made my stay so special. I would absolutely recommend this hotel and look forward to returning.

  Oct 20, 2026
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  Great Property, Amazing Service

  I have found that the Marriott Tribute properties punch above their weight and the Hotel Rumbao reinforces that position. Exceptional from the moment I checked in until the moment I left. Sarah checked me in as a late arrival. She was welcoming and helpful. She went over every detail and made sure I had all the information I needed to have a great stay. I am Lifetime Platinum and was treated to a room upgrade and late checkout. Even though I did not mention it, my beautiful suite had a special birthday card and treat waiting for me. What a kind and special touch by the staff to recognize my upcoming birthday. The Kueros Restaurant was included with my Bonvoy status. Jorge was energetic and welcoming both mornings and made me feel like I was visiting a friends home. Juan and Hector were great servers but I got the sense that the restaurant may be understaffed. Even through everyone was pleasant and helpful and delivered great service it was slower than you would expect. I did not mind because I was not in a rush but I could hear some of the tables around me grumbling about it. The rooms and common area are stylish and clean. The bed was very comfortable. If I wanted to nitpick there is slight wear on some fixtures. I appreciated having a refrigerator to store drinks from the Walgreens in the bottom of the hotel. The Rumbao Market had great pastries and coffee. The rooftop pool is small but has at least 12 sun loungers and all day sun and a fresh stack of clean towels. The pool was clean and refreshing. I enjoyed the music that played while I relaxed. The hotel is located in a great spot to walk, experience cultural sites, try great restaurants and coffee shops. In summary, service was consistently great across the property. My two nights were very enjoyable. I would absolutely come back.

  Oct 17, 2026
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  The Best Hotel in San Juan

  Absolutely beautiful and clean hotel in San Juan. Close to El Moro, La Perla, and all the shops and restaurants. Julia at guest services took care of us and treated us like VIP guests. Everyone from the valet to guest services and the restaurants on site are absolutely amazing. They are genuinely warm, welcoming and friendly. The food from breakfast to dinner is spectacular. And the views from the rooms are breathtaking. Don’t forget the pool on the rooftop absolutely calming with spectacular views.

  Sep 08, 2026
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  Great hotel and staff!!!

  This hotel is conveniently near many different attractions that can satisfy every family member young and old. The rooms are spacious and well maintained- amazing view too. The staff are super friendly and very professional- I was very happy with our stay and definitely will stay here on our next visit to PR!!!

  Sep 02, 2026
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  Hotel Rumbao San Juan Puerto Rico

  Excellent hotel. Great location if you are heading out on a cruise from Puerto Rico, directly across from cruise terminal. Centrally located for walking tour of old San Juan & the forts there. Close to many local restaurants within walking distance. Hotel restaurant Keuros is very good. Ate breakfast each morning, delicious, with a great view of cruise port.

  Aug 26, 2026