Sheraton Puerto Rico Hotel & Casino

Outstanding Service by Luis – Thank You! I stayed at the hotel from August 5 to August 10, 2025, and from the moment I arrived, I was warmly welcomed by a very kind and professional young man named Luis at the front desk. He was friendly, helpful, knowledgeable, and made a great first impression. Unfortunately, during my stay, I misplaced an important legal document. Over the next few days, I asked several departments for assistance—security, casino staff, housekeeping, and pool attendants—but no one was able to locate the item or seemed to put much effort into helping. On the day of my checkout, August 10, I saw Luis at the front desk and decided to ask him. Without hesitation, he took immediate initiative, made several phone calls, and didn’t stop until he successfully located my lost document. His professionalism, determination, and genuine willingness to help truly went above and beyond. Luis turned what could have been a very stressful experience into a positive one, and I’m incredibly grateful for his outstanding service. He is a true asset to your team!

I really enjoyed my stay at this hotel ! It was very clean & the staff are very friendly. They have multiple options for dinning . I only tried the restaurant by the pool & I loved the shrimp empanadas. Our server each time we went was Gabriel ( Gabby) he is amazingggg!!!! He is very nice , patient and offers suggestions for food and activities!!! Thank you Gabby!!!

Don’t come here!! The worst experience ever!! We arrived to the hotel and they promised us a 2 king bed room and we did the check in and got everything ready paid the extras and when we arrived to the room it was only 1 bed, when we got to the lobby to get the correct room they told us that if we wanted that we had to pay extra ??????? I wont recommend this to anyone, and the supervisor didn’t help us at all and the only solution was paying extra

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 the mushrooms.