The Royal Sonesta San Juan

The pool staff, Jenny and Javers are amazing. They hustle and their recommendations are fantastic! The front desk staff need to be retrained in hospitality. We had to check out when the airspace was closed. We were on a short list of people who needed to extend our stay because the airport was closed. It was quite evident the front desk had no plan, no compassion, no training on how to handle this type of situation. We were told the only way to extend our stay was to search and book additional nights on line. They are standing in front of me and are unable to help a guest. We went to the property next door. When they saw how distraught we were they gave us breakfast and told us they would set up cots for us in the ballroom if needed to provide us shelter until we could secure flights. We have stayed at Royal Sonesta several times and never will again. The ESJ next door is who I would recommend, or the Wyndham Rio Mar, those two resorts bent over backwards for their guests.

Good location (direct connection to ocean, near to airport). Nice Environment (lot of trees and plants around the pools). Big room (enough space also in the bathroom). Price/services ratio: too expensive (room with breakfast is double expensive than in Europe). Boring breakfast (every day the same). Hotel is clean in everywhere. More restaurants in the hotel for lunch/dinner. Noise is higher than avarage (aircondition is too loud). Staff is very polite (although tip is very welcome everywhere)

Serious billing misconduct – overcharged without authorization I stayed at Royal Sonesta San Juan from December 22 to December 28, room 1616, booked via Expedia. The confirmed total price of my reservation was USD 1,267.05. Despite this, the hotel automatically charged my credit card EUR 1,176, which at the European Central Bank exchange rate equals approximately USD 1,290 — clearly more than the agreed amount. What makes this worse is that I raised this issue directly at the reception during my stay. No correction was made, no clear explanation was given, and the incorrect charge was still processed without my consent. Charging guests more than the confirmed price and debiting their cards without proper authorization is unacceptable and seriously undermines trust. I am now forced to escalate this matter through Expedia, my card issuer, and consumer protection channels. Based on my experience, I strongly caution future guests to monitor their credit card statements very carefully after staying at this property. 2.1.2026: issue resolved after a few serious interventions.

I had a booking issue that was entirely my fault. The supervisor named Arnold was incredibly kind and helpful. I am grateful for the excellent customer service.

Excellent service from everyone. The staff was the friendliest staff we have ever experienced. The staff here made us feel like family. We will return because of the most hospitable staff ever at Royal Sonesta. This hotel is also in a great location with a beautiful pool area and a beach just steps away. We enjoyed the food from all the restaurants as well.