Metropol Restaurant - Sheraton Hotel Convention Center District — Restaurant in San Juan

Walking in I came to what appeared to be a dainty establishment but this was a facade. I stumble my way overly indulged into the restroom and see what appears to be clean until I realize I am in the men’s room and switch to the correct room for a very dumpy women’s room. As women, why not stick together and keep our women powder space tidy and impeccable. We sit down at a table and are greeted by a well mannered chap who pours us all libations of water. We decide we only want small pecks of food and not a feast so we order strictly an appetizer and fries. The waiter took our drink order and tried to over sell expensive drinks. We did not ask for wine but he tried to push this on us and we had to shout that we simply wanted $5 Pepsis. When our chow comes out we scowl in disbelief that this slop was placed in front of us to consume. We do decide to take a few nibbles and are beyond displeased with the chow. Your plantains tasted like nothing even with salt! Your chicken had such bad bones that they were bitten into. Your steaks lacked flavor as well as the mystery meat. Not only was the platter a disappointment but the fries had no sort of flavor. When our food was brought out the waiter again tried to overly upsell more food. As well as upselling unnecessarily he poured us too much water and spilled some from overflowing it. Not only did he overfill the glasses but he left out my daughter’s glass. When he brought the $5 Pepsis he placed the straw on top of my daughter’s glass, why was this necessary? There are germs and he places the straw on her glass. He only does this to her though because when he brought your sugar milk with no alcohol, excuse me, your piña colada, he placed my son’s straw for the drink on top of her Pepsi again. There was a hair on my table and my seat had food remnants blasted all atop that I had to brush off. Not to mention, this is a restaurant not a construction site so I see no need for the salt shaker to be mutilated to the extent that it was. This was such a disappointing experience, probably the worst my brood and I have experienced. We received better service and quality from the McDonald’s up the street. After consuming the chow yens prepared for us a majority of my family experienced gastrointestinal distress, why does your “exorbitant” chow cause this to your patrons? None of us...

Disappointed After Strong Loyalty I’ve been a loyal client of Metropol at Sheraton, especially drawn by their octopus salad, and a dish I consistently praised and recommended to friends, family, and colleagues. I was such a fan that I often encouraged others to visit the restaurant just for this plate. Today was my cousin’s wedding, and I took the opportunity to influence the group to celebrate with dinner at Metropol, a place I had trusted for special occasions. Both my cousin and I ordered the octopus salad. Unfortunately, what followed was extremely disappointing. Midway through the dish, I bit into a piece that had an odd texture and a clearly off taste, unmistakably spoiled. My cousin had the same experience. It seemed two different batches had been mixed together, one of which had gone bad. We informed both the manager and the waitress, who said they would speak with the chef. Their response? That we had to pay for it anyway because we had already eaten part of the dish. We had actually left more than half the dish untouched. We weren’t trying to get out of paying, we absolutely didn’t need to. We were simply flagging a quality and safety concern. Instead of any genuine apology, we were offered a dessert as compensation, which we declined. The gesture felt dismissive and defensive. It’s incredibly disappointing to be treated like this by a restaurant I once held in such high regard. Good customer service is not about giving away free food, it’s about respect, accountability, and ensuring that loyal customers feel heard when things go wrong. Sadly, Metropol Sheraton has lost me as a client. I will no longer recommend this restaurant to anyone in my network. I hope someone on the team — especially the chef and management — reflects on this experience and realizes that poor customer treatment costs far more than a single...

I am a Puerto Rican resident. I grew up on El Metropol Hato Rey and Isla Verde Cuban food. I am half Cuban. Have visited this location several times and all have been quite mediocre or bad. The food cold. The service not to standards at all. This time we arrived 9:ish and it was the worse. We ordered Chillo con pana en escabeche maduros arroz con frijoles negros. The maduros or sweet plantains should never have been served. It was obvious they were the left over pieces of a frying pan, stale, cold, and greasy . The rice and beans where cold like it had been seating on the plate for quite a while. The fish was salty cold and stale. The Breadfruit not eatable. The only thing that we were able to consume was a cold beer and a glass of wine. I asked for the manager and he never arrived. I wanted him to see the food. We asked the waiter to take the order back and deduct it from the bill which he said he could not do even if we didn’t eat it. He offered to heat it up. We told him it was the quality of the food and the temperature. Nothing was done. The table next to us had similar issues and they were 6 people. It happens to be he is also an avid visitor to Hato Rey and Isla verde locations. Owners need to take heed of the situation. This is a beautiful location where a lot of us visit after conventions and weekends we also receive a lot of tourist. What kind of impression will they take if this is what I myself encountered. Management of the location 0 out of 10. The location merits...