Cindy Busch

Review of Sheraton Old San Juan Hotel & ...

Don't expect to get the room you reserve! My husb...

Don't expect to get the room you reserve! My husband and I checked in at 5:00 PM for a check in time starting at 3:00 PM. We had booked a room with written documentation of Balcony Bay View. Instead, we received a room of Balcony Parking Lots View. We immediately went back to the front desk and were told our paperwork said we were not guaranteed a Bay View Room. I had brought all of the paperwork that showed there was no disclaimer. They agreed there was no such statement but they said they would not discount the room because it was pre-paid. If it was pre-paid, why didn't they hold our room for a 2 hour time period? No discussion would change their mind. We only originally agreed to pay their large price under the basis we would have a water view room. We reserved the room 4 months prior to our stay. This is fraud and a disservice to those booking with them.