The Royal Sonesta San Juan

What a gem of a hotel right on the beach. As you enter the reception you can see straight out to the pool and the beach beyond, with beautiful manicured gardens full of exotic birds. Our room overlooked the pool and was pristinely clean and very spacious with a small balcony. The pool was amazing with a swim up bar and an oversized, extremely warm hot tub. The breakfast Buffett was $30 each plus taxes and was fabulous. I cannot recommend this hotel enough, looking forward to returning.

Very good everything except weather )

Great hotel and location

After checking in, I discovered a leak in the bathroom above the toilet, which soaked my hair and clothes while I was sitting. The hotel’s lack of accommodation was quite disappointing, The hotel’s lack of accommodation was quite disappointing, because they only opened a ticket and had the maintenance engineer patch it up while the ceiling was still in bad shape. Their customer service is quite intimidating when I approached the front desk. Three to four agents are already talking to me.

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.