Sheraton Puerto Rico Resort & Casino — Hotel in San Juan

My overall experience at the resort would be qualified as mediocre. I have traveled to San Juan several times on military business, but this was a first with my girlfriends, so I will start with the good: the hotel itself is aesthetically pleasing, it was clean, initially the staff is quite friendly upon arrival, and check in our room was clean and comfortable. Pool-side staff was engaging, friendly, prompt with their delivery, courteous, the in-room dining experience was great, location great, and here is where I have an issue…. I reported to the desk agent that the bathroom door in my room was constantly getting stuck, locking myself and my roommates into the bathroom. I reported this to her on the second day of our trip as I was trying to secure a cabana for the day. I was told that the cabana was secured through a third party, and we had to download an app. We sat at the front desk and downloaded the app. The desk agent said the cabana was available on her computer, but not showing availability on the app; the app said that it was sold out for the day. The desk agent went back and forth into the management office before returning and stating that the app was in error, so I tried to secure it for other days during our stay, and again, the app showed no availability, that it was sold out. We were again informed by the desk agent that that was an error. She went back and forth a couple of times and went back into the office, but ultimately came back and said she was just informed that the cabana is under construction, and that's why you can't book it. We left it alone, and we were assured that she was going to send maintenance up to fix the issue with the door. Maintenance never came to fix the door to rectify that, and lo and behold, the next day we go to the pool area to spend the day at the pool, and the cabana is NOT under construction, and it indeed has been rented out by someone else for the day, who is having a party there. I saw the desk agent and asked about the situation, to which she never responded but hastily walked away. The whole situation is quite disturbing, disheartening, and distasteful. I don’t know the motivation for the LIE, but the LIE was told. Additionally, we learned that day passes were bought there, and so we tried to secure lounge chairs since we couldn’t get the cabana (lied about it) outside patrons were buying and using the lounge area so we had nowhere to sit because they were purchasing day passes from said app that we learned about the day prior again have we known all of this it certainly would have changed our location as we are used to traveling in all inclusive and adults only resorts um this again soured our trip the pool side staff did their best to accommodate us Please note drinks are very expensive or should I say additional shots are expensive they will cost the same as a full drink we saw learned what you will pay for a normal drink in the states is tripled at the resort so just be cognizant of that Lastly the restaurants Texas de Brazil that we've often patronized here in the states and was a plus to booking the hotel turned out to be a bust the food mainly the beef selections were extremely overcooked um if you like everything well done then you will be fine I will leave it at that the best thing at a meat restaurant where...

As a seasoned traveler and a major shareholder with over $11 million invested in Sheraton, I am deeply appalled and disappointed by the shockingly poor service I experienced at the casino bar during my recent visit. What was supposed to be an enjoyable evening turned into an infuriating ordeal, marked by neglect, incompetence, and what I can only describe as a deeply concerning display of bias against me as an American patron.

Upon arriving at the bar, I waited for over 30 minutes—an unacceptable duration in any establishment, let alone one bearing the Sheraton name. Despite making repeated attempts to catch the staff's attention, I was blatantly ignored. My presence was either dismissed or deliberately overlooked while the waitress busied herself with other patrons, showcasing a clear lack of professionalism and courtesy. It was as though my presence was an inconvenience rather than a valued guest.

When it became evident that no assistance was forthcoming, I was forced to serve myself. The humiliation of this situation cannot be overstated. Not only did I have to retrieve my own drinks, but the staff then had the audacity to confront me about where and how I had obtained them, as if I had somehow violated their non-existent service standards. This level of disregard was punctuated by an entitled and dismissive attitude when I finally managed to pay for the drinks, waving my card to catch their attention—a degrading experience in itself.

The most egregious part of this encounter was the palpable sense of discrimination I felt. As an American patron, I was treated with hostility and indifference, a stark contrast to the attention given to other guests. This is utterly unacceptable for an international brand like Sheraton that prides itself on inclusivity and hospitality.

This incident has not only tarnished my impression of the Sheraton Puerto Rico Resort & Casino but also cast doubt on the overall quality of the Sheraton brand. As a significant investor, I cannot fathom how such poor service is allowed to persist, especially in a venue that represents the intersection of luxury, leisure, and entertainment.

Because of this appalling experience, I will never return to this property to stay, drink, or gamble. Moreover, I am seriously reconsidering my investment in Sheraton unless immediate action is taken to address the disgraceful state of service at this location. I implore the management to implement rigorous training and enforce accountability for the staff, ensuring that no other guest endures the humiliation and frustration I experienced.

Until then, I cannot in good conscience recommend this establishment to anyone seeking a welcoming, professional, and enjoyable environment. This is a failure on every level and a stark reminder of how one negative experience can overshadow years of brand loyalty...

This is a nice hotel located on a quiet and nice area. I never do reviews , but after staying at this hotel 9 times for a total of 21 nights, I think I can be unbiased on my experiences. In a nutshell nice facility average service from the front desk. I have only ordered room service once good presentation quick service . My main issues with this hotel are room cleanliness and noise levels after 12:00am. I have been traveling for years and the only times I have called the front desk to complain about noise all 3 times have been at this hotel. Management needs to ensure that guest understand the rules and regulations of the hotel at the time of check-in and the hotel needs staff to enforce those regulations. For a hotel with a casino on site security ( surveillance via CCTV ) is not existent unless you are in the casino area. Why is this important for me. With more video survellliance less security Guards needed to have control of the elevator areas and hallways. On my last stay from July 10 to the 15 hallways where raceways and elevator areas dance clubs, the Bussines center was not available for Bussines it had at least 15 kids in there just playing different music from each computer and been just loud . I needed to print an important paper and the printer was jammed . Contact front desk and after been 25 minutes waiting for the printer in what I can only compare to an Internet cafe I once visited in Thailand I just decided to do my printing the next day. This happened at 11:45 pm after been in my room for 30 min trying to relax and see a movie the races at the hallway and people screaming and dancing by the elevators was too much and I decided to go to the only quiet and organized place in the hotel , The casino!!!! No joke, I wish I was joking.

Now let me tell you about the rooms, nice contemporary furniture well arranged, beds are really comfortable. only problem is that at 90% of the rooms I have stayed furniture has been damaged stained or just broken. It is sad to see this at a hotel of this caliber management should impose penalties to those guest that damages hotel property, and if the management is doing this, then they should replace this furniture before the next guest is allowed into the room.

My last comment is with the cleaning staff they need supervisors to check that the rooms are 100% clean and up to par with the prices of the rooms . All I can think of is that I have no luck and that they just try to clean the rooms I have been in 10 minutes before I arrived and they did a really bad job . With proper supervision that can be fixed . If management reads this contact me, I will be happy to share all the pictures I have about the above...