The Royal Sonesta San Juan

Had a wonderful quick getaway to the island. The hotel was perfect and met all of our needs. Naomy was so lovely. Her bubbly energy and service was top notch. Hilton took such great care of us asking if we had what we needed everyday. He would wish us well each day when we headed out for the day. It was such a warm and welcoming atmosphere and loved how it felt like we were staying in their home. We are so grateful and we will definitely be coming back in the future.

One of the best the work crew are amazing especially the cleaning crew and bar

All of the staff, and our bartenders, were outstanding! Our room attendant, Hilton Donaire, took excellent care of my family on our floor. Thank you Hilton!

Awful experience!! I am extremely disappointed by both the loss of my belongings at this hotel and management’s handling of the situation afterward. Items were taken from my room by hotel staff, and the incident was reportedly captured on the hotel’s security cameras. I immediately cooperated with hotel security and completed a written incident report. Despite having video evidence and documentation, nearly three months have passed without a resolution, reimbursement, or meaningful accountability. I have repeatedly followed up, but instead of receiving clear answers or a good-faith effort to make this right, I have been given the runaround. What is especially concerning is that the hotel appears to have evidence showing what occurred, yet its security and management teams have still failed to resolve the matter. I regret not filing a police report at the time because I trusted the hotel to investigate responsibly. Unfortunately, that trust was misplaced. Guests should be able to leave their belongings in a hotel room without worrying that staff will take them—and they should expect hotel management to act promptly and appropriately when documented misconduct occurs. Until the hotel takes responsibility and provides a fair resolution, I cannot recommend staying here. I encourage future guests to secure their belongings carefully and document any incident immediately with both hotel management and local law enforcement.

Let’s start with the positives: the rooms were spacious, the hotel is conveniently located close to both the beach and the airport, and the warm pools were lovely. Breakfast was also decent. Unfortunately, the service significantly affected our overall experience. The staff, who I believe can make or break a hotel stay, came across as very transactional and business-like, with very little warmth or genuine hospitality. One incident in particular stood out. When we arrived, the bellman initially came over to assist with our luggage. However, once he realised we had more bags than he expected, despite having a trolley available, he simply directed us towards the entrance and left us to handle the luggage ourselves. We were charged a compulsory breakfast tip at check-out despite tipping them at breakfast individually. The whole thing was just transactional and very matter of factly. Overall, while the hotel itself has some very good qualities, the atmosphere simply didn’t feel particularly warm or welcoming. For me, good hospitality is about more than facilities and location: it’s about how guests are made to feel, and unfortunately, that was where this hotel fell short.