The Royal Sonesta San Juan

Just had a 7 night stay at this resort, check in was smooth and easy and the very nice young lady at the front desk even upgraded us to a club room, because we were gold members! The room was very nice and the pullout sofa is so comfortable. The club level rooms come with buffet breakfast and appetizers and drinks 530-7 at the lobby bar, this is where the confusion came in. We are a family of 4 my wife and I are both gold members and we have 2 kids. When we went to breakfast the waitress said only 2 of us were eligible for the buffet and the other 2 only got continental this was strange, because we are staying in the same room when I stay at Hyatt resorts its for everyone in the room. Oh well we made it work. Then when we went for the apps and drinks at night the servers says "its 4 drinks and 2 apps it says that clearly on the card" well that was great news and on most of the nights this is how it worked except for maybe one when they said it was only for 2 again (so confusing). This all was a minor inconvienence that we were fine with dealing with. However, we had purchased some souvenirs and some shoes that I needed for the El Yunque when were in Old San Juan one day. On the morning that we were to go to EY, when I went to put my shoes on the bag that contained all of these things was gone. We reached out to house keeping, the front desk and security. One of the housekeeper's (possibly the manager) made a phone call and told my daughter that the bag was on its way. We waited and waited, then the security supervisor came and we filed a report they told us they would look at the cameras and get back to us, so we waited some more. After a few hours of waiting and missing out on time we left and went to enjoy are day. When we came back there was still no update, the next day still no update at that point we had to take another trip back to OSJ to re-purchase the items that we could replace, some of them were items we earned from the festival and we could not get them. We never heard anything from anyone and they never addressed the situation even after talking to at least 7 different people including Bryan and Eunice from the front desk and the head of security Omar. All in all we lost about $300 worth of things and almost a whole day of vacation because of this. I would not chose to stay here again if they were better trained at handling things it would have been a better experience. I just don't understand how they would ignore us for 3 days at a luxury resort.

The staff at this resort are absolutely amazing. Everyone was so friendly and welcoming. They really understood the hospitality business. William at the front door greeted us every day with a smile and conversation. He truly loves his job and is a ray of sunshine. The pool waiters and waitresses are always checking to see if you need anything. Moses at the Ocean Breeze always was friendly and smiling. The service we received was awesome. We hated leaving to go home. We visited the island from Massachusetts and will definitely return to this fabulous resort.

The hotel Staff was great, The Rooms were clean, and the beds and pillows were very comfortable. Our room had a garden view to the pool and ocean which was very nice due to the fact that the hotel and room air conditioning was out for 2 of the three days we stayed there. Hotel staff worked extra to accommodate including a fan for in the room when we asked for one. I was expecting more from the hotel management for the inconvenience least included breakfast for us to make up for it. So, it forced us to go other places for food and drinks until they got it fixed. When they finally got it fixed, we really enjoyed staying there. The Beach was very nice white sand beach with umbrellas and chairs provided by the hotel. The pool was very relaxing and not ever crowded with an in-pool bar that was fabulous. Beach restaurant food was very good, and atmosphere was open and had a constant on shore breeze that felt amazing, not hard wind just enough to keep you cool. Valet parking was easy and professional, and the location was perfect for getting to and from the airport. I would recommend staying here

This hotel is absolutely a 10/10 gorgeous grounds super inside and out super friendly staff from housekeeping to the bellman we had a great stay for the 4th of July week super impressed with this hotel would absolutely be back

Amazing and relaxing vacation! This resort has great customer service, delicious food, cocktails, and incredible beach!