Sheraton Puerto Rico Resort and Casino

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3878 reviews

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  Beware the king rooms with 'bay view' and 'balcony' on the 4th floor!

  I stayed at the Sheraton as a solo traveller for three nights in January 2026. As it was a special occasion, I paid extra for a king room with a balcony and a bay view. I booked via Booking.com and this room was advertised with images of an expansive view across the San Juan bay. Most of the rooms at the Sheraton do not have balconies, and this was a luxury I was happy to pay more for. Upon check-in, I was allocated a room on the 4th floor - the same floor as the pool - and when I stepped into my room, I discovered that my 'bay view' was in fact a view... of some shrubs. My 'balcony' was in fact a shared terrace with all the other rooms on that floor, with no furniture, and direct access to the public pool area. Immediately, I figured that my room had been allocated incorrectly, so I dragged my suitcases back down to the lobby and asked the member of staff at check-in if there had been a mistake. I was informed, quite brusquely, that no, the room was correct. It was, actually, a 'bay view' room. Perhaps it was, if you were willing to leave your room door open and walk 40m across to the edge of the pool deck, but it certainly wasn't what had been advertised - and having paid extra for a balcony and a view, I wasn't willing to accept this. Although I was told, somewhat sternly, that the hotel was fully booked, the member of staff was able to reallocate my room, and I was offered a room with two queen beds on the 11th floor. This room was, in fact, what was advertised - with a balcony, and an expansive bay view. So this wasn't the start to my stay which I'd hoped for. I would advise the hotel to make sure they're advertising their rooms correctly, and with the correct images. While I'm sure that some people may appreciate a room with direct access to the pool deck, this wasn't what I'd wanted, nor booked and paid extra for. Aside from this inconvenience, my stay at the Sheraton was pleasant enough. It's quite a 'business' hotel due to its close proximity to the convention centre. The pool and pool bar are clean and pleasant, and although the hotel doesn't provide the same level of 'vacation vibes' as some of the resort hotels out in Isla Verde, it benefits from a much more central location. The rooms are clean, modern, and well maintained. The bay view is quite a bonus if you enjoy spotting planes and cruise ships from your room! The hotel can get very busy some nights with visitors to the casino, but is a decent place to stay if you want to be close to the action of San Juan. Overall I would recommend it, but be careful with your room choice, and absolutely do not accept a 'shrub' view when you've been advertised a 'bay' view and a balcony!

  Jan 17, 2026
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  Great family stay with fantastic rooftop pool and friendly staff

  Our family of five had a great stay at the Sheraton Puerto Rico Resort & Casino. The rooftop pool deck was a highlight, with great music, a relaxing vibe, and a nice bar area. The staff was consistently friendly and even surprised us with a welcome gift when we arrived. We celebrated both Christmas and our anniversary here and felt really well taken care of. The fitness center was solid, and the location is close to Old San Juan but far enough away to be quieter and more relaxing. We’d happily stay here again.

  Jan 02, 2026
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  Perfect for a pre or post cruise stay.

  We enjoyed a wonderful night following the end of a Caribbean cruise. The rooms are beautiful, and the beds are amazingly comfortable. The Sheraton is in a great spot, allowing easy access to or from the airport, cruise ports, and Old San Juan. The pool area is magnificent, the restaurants are much better than any Sheraton we’ve visited stateside. The staff are all bilingual, and I was especially pleased with the kindness and professionalism of Tairaelis at the front desk. This was a great find at a great price and value.

  Dec 08, 2025
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  Disappointed

  Fourth floor pool was a highlight. Was not a fan of the 40-minute restaurant ordering wait time, nor the imposed $35/day meal charge (It does not cover much). There is also zero lounge space for travelers waiting for their room or transportation. There are just a few tables with chairs. I actually had a guard kick me out of a second floor corner, as I awaited my middle of the night Uber. I had stayed in the hotel four nights while attending a conference. I went downstairs to a women's restroom, to take a break in a stall. Another guard actually entered the women's restroom and began vigorously knocking on the stall door, and told me I had to leave. Reprehensible behavior on their part. To top it off, this guard was very pregnant. Where is your decency in providing basic customer service? Our non-profit family advocacy organization paid top dollar for spotty and shabby service.

  Oct 22, 2025
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  Very Good Hotel and Centrally Located

  This hotel is centrally located in the T-Mobile Center near Condado Area. You can go walking to restaurants and areas of entertainment of the center. The room was beautiful and comfortable with beautiful sight of the Center's Fountain. The restaurant offer only a buffet breakfast, $38/person plus tax, and a menu; the service as a whole was excellent. They have excellent WiFi signal. You have to pay for the parking.

  Oct 16, 2025