The Royal Sonesta San Juan

Jaders a long standing bartender needs anger management & a class on treating individuals with kindness. Our family went to Manati beach for the day and returned to the hotel at 1:30 pm. One of our family members was utilizing a wheelchair and at this time we only found one lounge chair near the bar where we sat down our day cooler from the beach. We advised security in the lobby that we were not going to eat anything from the cooler and our kids were dying to get in the pool. We were allowed to proceed. Our cooler had cherries and an octopus ceviche. We sat by the bar while the kids were in the pool (bellow us). When we sat down we placed a towel on a chair at the bar next to us. That’s when Jaders ( without greeting us) advised we could not “store our things” on the chair. I am Spanish speaking and his tone was disrespectful! I placed the things under me and proceeded to order smoothies for the kids and a drink with Aba( a very sweet bartender). Immediately you can tell that Jaders has a difficult personality, we overheard him using strong words with his staff. We brushed this off. 2 minutes passed by and he approached me and said no coolers are allowed by the pool. We began to explain that we were not eating or drinking anything. My father who stutters was attempting to explain himself and he didn’t have the human decency to allow him to finish his thought. We had ordered food and drinks at the bar ($90 tab) in the mater of 15 minutes. Jaders escalated the situation so much so that we became uncomfortable. He even had security come by ( VERY unnecessary) . We didn’t have any available seating for our wheelchair using family member and on top of that we felt unwelcome ( many dirty looks at us). We decided to close out and separate our family to order lunch at the beach front restaurant. Moral of the story…we will not be staying here again. This is my 5th time to the island and I have never received such rude and unwelcoming services. Special thanks to the front desk, Aba, and William!

Live Royally is part of their slogan and they mean it! We stood at Royal Sonesta in Isla Verde, Puerto Rico and we have an amazing week. From beginning to end, we were treated like royalty, we had complimentary treats and the service was extraordinary. Rolanivette Ortiz, Valeria and the entire crew made sure we were very happy during our vacation. If you want to rest, have a good time, enjoy the beach, pool and the beautiful island of Puerto Rico, we really recommend you this amazing hotel. It is close to everything!

Every staff member we encountered was extremely polite and helpful. Rooms were cleaned with fresh towels daily, which is appreciated when you are on a beach. We used valet as parking seemed to be difficult in the area. Easy access to beach with towels and chairs available. Only gave 4 starts due to minor inconveniences such as a few outlets for charges not working and a few bathroom lights out. Nothing that would prevent us from returning or not recommending. We enjoyed our stay and would return!

We dined at Karaya and was swrved by Naomy O. Her customer service was the best I have experienced since dining at the resort. She was very attentive and a great communicator. She always came to the table with a positive attitude, genuine desire to take care of our needs. Her meal recommendations were also great, loved the goat cheese crochets and the fried snapper. I hope to be able to experience more servers like Naomy who go above and beyond to make their customers feel comfortable and satisfied.

Stayed at the Royal Sonesta for a girl's trip in PR. Located in Isla Verde and right on the beach, it was a very nice hotel to relax and enjoy the views. Stayed in one of the ocean view rooms with balcony, the bed was very comfortable and over all the room was clean and refreshed with towels daily. However, I did see some wear and tear and some stains on the rug. My room was also right in front of the elevator, I did not hear much noise or the ding to the elevator at all so that was a plus, but not my first choice of where I prefer my room to generally be. We had a beach day and just walked right outside thru the pool area and onto the beach. Chairs and umbrella are complimentary; we paid for drinks and some lunch while we lounged on the chairs. The water was perfect and the weather couldn't have been better while there. There is a restaurant right on the beach, which is great, food was ok, but nothing special. Did not have a chance to have breakfast or check out the spa, but the hotel is convenient and you can walk to nearby Walgreens and other restaurants and bars. You will need to Uber if you want to travel to Old San Juan and other locations, but it was about a 20-minute ride. Overall, I would stay here again for the beach and relaxing.