The Royal Sonesta San Juan

Avery pleasant experience at this beautuful hotel

I am a travel agent, and this was easily one of the most disappointing hotel experiences I have dealt with. We booked two rooms for four nights at The Royal Sonesta San Juan, and EVERY NIGHT of our stay we had to move rooms because of issues with the rooms. We experienced ants, plumbing/toilet problems, cockroaches, and even bugs in a replacement room. I recorded the cockroaches and AirDropped the videos directly to hotel management. The hotel’s own paperwork also documents our repeated room issues and “insects in room.” What made this even worse was the male manager we were told was the highest-ranking manager at the property. He was extremely rude, dismissive, and inconsiderate despite everything we had experienced. I even escalated the situation beyond the property and contacted Sonesta’s corporate customer service, and unfortunately I still did not feel that anyone at any level of Sonesta showed genuine concern about what happened to us. Expedia refunded one of our rooms, but the hotel has refused to authorize a full refund for the second. Having to pack up and move rooms every single night of a four-night vacation is not a vacation. As both a guest and a travel agent, I am extremely disappointed in not only the conditions we experienced, but how Royal Sonesta handled the situation afterward. I cannot recommend this property.

Such pleasant staff members! Especially our room attendant… H. Donaire!! He not only cleaned our room nicely but left decorated animals with towels & our travel blanket on the bed. Almost felt as though we were on a cruise ship! Ty & blessings to this great staff professional.

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