Amazing staff and premises As a first time visit to Old San Juan and the Fairmont hotel. My Vacations was amazing. Beautiful compound, wonderful ambiance, more importantly staff. As a tourist who visited the beautiful country of PR, the staff made all the difference. Food, top notch, Hotel Top, Service all the caliber you would want to expect. Especially as a New Yorker critic, I took 15 of my family members and they can say the same. Each staff member made all of us feel like honored guests with no expectations of tips. Food was amazing on the compound. Poolside service was amazing. Not to mention all the beautiful pools.The island is gorgeous and a delight to see. We as a family loved our stay. A big thank you to Gabriel, our Check in host who provided us top service especially on my anniversary, to Jose and Angelo our greeters in front lobby who guided us the best way to eat travel and enjoy the island. A nice feeling. Some staff gave me crap about covid and masks, but have to say the island is safe, gorgeous, and a must. A big mention again to Angelo, Jose, and Gabriel. As well, a big compliment to Justine, a manager of some sort to overhear a problem I had, and comes over and handles for me and my party of 15. This hotel is not only gorgeous and well maintained, its a must visit. Staff makes all the difference. As a person in hospitality, Jose, Angelo, Carmen, our maid Rica, and Justine put it over the top. we will be coming back soon.

Excellent stay. Great staff. We began our honeymoon trip with a stay at the Sheraton Old San Juan. We never mentioned anything to the staff because we didn’t want any special treatment. But even without mentioning it, we received the most outstanding service ever. We’ve been Marriott members for years and we’ve never been treated like this before. From the doorman, Pedro, the morning supervisor John, who made us laugh from beginning to end. To the overnight supervisor, Dennis. We didn’t have breakfast at Palio, but judging by their line, I’m guessing it’s a hit. We witnessed a horrible situation taking place while we waited in line and the manager on duty who identified herself has Gladys, took care of the situation with such grace and poise. We also witnessed how John, was getting belittled and insulted and he still remains calmed and gracious while handling both situations. It’s a shame that guests treat staff like if they weren’t human. Hotel staff are the most important part of any vacation. We’ll forever be grateful for the service provided and making our stay the BEST stay we’ve had in YEARS. Gladys, John, Pedro, we wish you nothing but the best in life. People like you make hospitality feel like a dream for us guests. Blessings and good things for you all.

You’re paying for the location not the experience Stayed at this Sheraton for the first time. Was surprised and disappointed by the experience. Does not live up to the brand. This is not a “four star” hotel as one would expect. Non existent concierge to assist travelers. Rooms are dated and tired. Housekeeping service was hit or miss and when inquiring with desk staff, received three very different responses as to what is proper procedure for room cleaning. Lobby is nice. Location is convenient to Old San Juan and walkable to all the sights and sounds. The best thing about this hotel is that there is a Walgreens around the corner. Will not stay here again for the high price we paid.

Good location. This hotel is in a great location. The weekend staff means you won’t the experience you expect from this price point and brand. Week days are much better. There was not a hello once in four days from the bellmen or the front desk staff. We were given no information on protocols for getting towels or room cleaning. I support the reduced contact—just tell us how to request service if needed. Say hi to your platinum life members as if we were guests. Say hello. (You should to everyone). We select this level of hotel and pay more for it so please treat the guests as if they are doing so. It’s hospitality. ! It was impossible to get the ‘breakfast’ buffet on the weekend—just an overwhelming crowd. But the other times on weekends were very pleasant. The lobby bar was not open (nothing sure why). Yes, a bit tired in decore but walkable everywhere in Old San Juan. Stay here for the location. Very, very odd window coverings on interior rooms that no one let us know could be removed (they are claustrophobic). Just wish it had a more pleasant and welcoming staff.

Do not book the city view! You will pay 550$ per night without breakfast for a "city" view facing a parking lot (you will see nothing else from your room). My complaint regarding the fake "city" view on a parking lot that did not match the Booking.com picture was ignored by the hotel receptionist. He said that there was nothing he could do about it and there was nothing wrong calling the parking lot view a city view. Moreover, he said that even if the hotel wasn’t full, he could not have offered a better room and all double deluxe rooms have the same view. This was a lie as the view on the Deluxe 2 double bed city view on Booking.com shows a view. After insisting that selling a parking lot view for this price and the fact that it does not match the picture on the website is a rip off, he offered a late checkout (that we did not need) and a potential free breakfast (that we never got). The swimming pool is quite small and no towels are provided. It is a rooftop swimming pool but it has no bar, no charm. The parking fee is ~25$. The concierge’s tourist information was quite unhelpful. The hotel looks outdated. Overall, it was a big disappointment and I would not recommend anyone to go there on their holidays.