This property, while clean, is dated and in need of a remodel. Nonetheless, the real problem is the staff and service. For example, maid service did not come until after 3p and our bed was not made with a fitted sheet, which exposed the bottom two feet of the mattress. We did not even know until we went to bed and felt the texture of a "hotel" mattress. No apology or urgency to fix the problem - so it was not fixed until the "next afternoon." The safe and refrigerator did not work and no one was sent until the second to last day of our 5 day stay. We paid for a "bay view" with balcony - yet we did not receive a room where you can see any of the bay. When we asked for a room where we could see the bay, the hotel told us "no" because they were overbooked. "No," "wait," and "we'll get to it when we can" were the most common words we heard throughout our stay. The pool was not well kept and cloudy everyday by noon. The pool bartenders (with the exception of Bryant) were slow and very rude - especially Carlos. The pool servers, however, were appropriate (e.g., Jesus was awesome). We visit San Juan at least once a year and we picked this property at $500/night (plus fees - including valet ($30/night) and resort fees, which for the reasons discussed herein are laughable) because we've never stayed at this Sheraton, it's a Marriott-family property (we are Elite members), and because it is literally in the middle of and close to everything. We will NEVER stay here again.
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