Sheraton Old San Juan Hotel and Casino

Customer ratings & reviews

TripAdvisor Traveler Rating

76 reviews

• 

  Great spot, terrible service.

  I spent 4 days at the Rumbao. On day one I wanted to have a quick drink on the terrace behind the bar on second floor. I was asked by two different people to move as seating was scheduled by someone that was in charge of the table seating, however, that person already said it was ok for me and my Mrs. to sit there. Confusing and a bad start of our stay. On day 2, 3 and 4 my room was not cleaned and my overflowing garbage bins started to smell. I had to request towels every day, and I always got less (2 instead of 3) than requested. I asked specifically on day 2 in the morning (early) to have housekeeping clean my room (and bins), that was never honored. In my 4 day stay not once someone from housekeeping serviced my room. I get better service in a Red Roof Inn than at the Rumbao. I am a Platinum Elite member for life with over 1,500 stays in Marriott hotels, this hotel should NOT be associated with Marriott.

  Apr 22, 2025
• 

  It’s a great location for cruises but…

  We checked in with friends and we both booked the same room. 2 nights for $1000 get to room The toilet was stuffed and went to the desk to ask and they acted like they didn’t care. Took three trips to get it fixed. The housekeeping was terrible and it wasn’t clean.

  Apr 15, 2025
• 

  Adequate hotel for cruisers, walking distance from pier.

  Nice hotel, friendly staff, adequate accommodation for pre-cruise in San Juan. Room could do with vacuuming (as most hotels) I found dust & hair bunnies in bathroom and bedroom. Otherwise ok! Bed was comfortable and a/c worked well. Blackout curtains are a plus.

  Apr 14, 2025
• 

  Avoid

  Don’t stay here. If you do, don’t bring anything important with you. If you leave it in the room, you may never see it again. Also, don’t expect anyone to respond to your requests or get back to you. The hotel is in Old San Juan, which is about all it has going for it.

  Apr 02, 2025
• 

  Poor service at Hotel Rumbao

  The hotel was well appointed and in an ideal location for our forthcoming cruise. Centrally located for old San Juan. On arriving early evening after 23hr flights we found our room had no towels. Reception said that they would send up towels immediately. We waited unsuccessfully for 45 minutes - no towels. We could not freshen up before getting something to eat. We dinned in the hotel but our order was messed up. We only got one dish instead of two ordered. They said that we would have to wait 30mins for another. We declined and shared the one dish. Our coffee/ tea making was devoid of coffee; had one tea bag sachet that had already been opened; no milk/creamers. Contacted reception who promised that someone would bring up more provisions. We gave up waiting and went to bed. Never got any restock. Breakfast buffet was poorly serviced - no fruit left, cold scrambled eggs and frazzled bacon. At least the toaster worked. Poor value for $25 each. On returning to our room on second day at 4:30pm we found that it had not been made up/towels replaced. We complained to reception and when we returned at 6pm we found it made up. This hotel was not cheap yet we have had better service in a three star hotel in Cairo. This is not what we expect of a Marriot hotel. Very disappointing.

  Apr 02, 2025