The Royal Sonesta San Juan

jacuzzi

los televisores son muy viejos y no se les puede adaptar el compu ni nada, nose puede ver neftliz ni nada

Lo limpio bien ubicado buena playa hermosas instalaciones su piscina con acuabar

Location and services

The service of the Pricess of SanJuan Jenytza amazing

We loved this resort. It was so beautiful. Right on the beach with a very nice pool with beach bar and hot tub. The rooms were very nice and clean. The beds and pillows were comfortable . Our whole family enjoyed this resort. I would definitely recommend to others.

The buffet was VERY expensive and not worth the price.

First line, your own restaurant.

On the second day, while I was sleeping, a cockroach was crawling all over my body. And in the morning, I found it dead :(

All of the staff!! They were the best!

That I had to leave.

The food was at the pool was really good and there was a good selection. Something for everyone.

Todo

Todo

Beach was beautiful, some staff was very nice.

Elevators were broken, only 1 working for the whole hotel! Front desk girl was not nice upon check in or check out. It was the same girl. We weren’t even asked how our stay was upon check out, weren’t greeted with a smile and the best part of all was they tried to charge my child the buffet breakfast when I booked a room with breakfast package. They tried to say it was for adults only and that it should say it on my reservation. Wrong, each confirmation said “your breakfast is included” or “room with buffet breakfast” there was zero apology given and I had to fight to not pay the additional $150. Upon check in we were given a dark room downstairs by the pool when I booked a city view, so we had to request a change. I also almost got turned down during breakfast for my cover up, which was very well allowed because I saw a girl with just a bikini top on same morning enjoying breakfast. All of this was enough to not make me return.

Las instalaciones y el personal tan amable

El funcionamiento tan lento de los ascensores

Service, staff was wonderful. Very attentive and able to answer & reassure us regarding food allergies at the restaurants n bar. Room was clean, spacious.

Just a few areas needed some attention.

Breakfast was awesome, service was great, just a little pricey

Pricey late check out accommodation not good $100 per hour crazy street protests

Breakfast was great and staff service was exceptional.

Room bands were awkward and irregular in accessing room lock. Regular virtual cards are sufficient .

Ubucacion, la playa, el hotel. Todo muy bien.

Mucha humedad en las habitaciones y la espera en el desyuno

This hotel used to be the Intercontinental years, things have changed a bit. The hotel itself is still awesome and the staff, Emy in particular was fantastic. She went out of her way to provide excellent service. Housekeeping left a little to be desired.

Housekeeping was not very attentive.

One of the best the work crew are amazing especially the cleaning crew and bar

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.

Great location, nice pool and rooms

Front desk and staff in general horrible customer service

All of the staff, and our bartenders, were outstanding! Our room attendant, Hilton Donaire, took excellent care of my family on our floor. Thank you Hilton!

Amazing trip. The hotel room was beautiful, view was beautiful, pool was amazing, ocean was warm, drinks and food so good. Honestly this was the perfect trip

They didn’t vacuum the room during the stay when they cleaned the room

Awful experience!! I am extremely disappointed by both the loss of my belongings at this hotel and management’s handling of the situation afterward. Items were taken from my room by hotel staff, and the incident was reportedly captured on the hotel’s security cameras. I immediately cooperated with hotel security and completed a written incident report. Despite having video evidence and documentation, nearly three months have passed without a resolution, reimbursement, or meaningful accountability. I have repeatedly followed up, but instead of receiving clear answers or a good-faith effort to make this right, I have been given the runaround. What is especially concerning is that the hotel appears to have evidence showing what occurred, yet its security and management teams have still failed to resolve the matter. I regret not filing a police report at the time because I trusted the hotel to investigate responsibly. Unfortunately, that trust was misplaced. Guests should be able to leave their belongings in a hotel room without worrying that staff will take them—and they should expect hotel management to act promptly and appropriately when documented misconduct occurs. Until the hotel takes responsibility and provides a fair resolution, I cannot recommend staying here. I encourage future guests to secure their belongings carefully and document any incident immediately with both hotel management and local law enforcement.

Pool area and beach were very nice

Room was not cleaned after being out of it the entire day Door to balcony was extremely difficult to open Food prices in resort were extremely high

The facilities were good and the location was good. The hotel was clean but these were the only good things about the hotel.

The hotel itself has lovely facilities, but unfortunately, our experience was significantly let down by the attitude and service of several members of staff. The only staff member we had a genuinely positive experience with was the manager on duty who checked us in. She was professional, welcoming and helpful. From the moment we arrived, the service was disappointing. The bellman, who is one of the first people guests encounter, was particularly unhelpful. Despite having a luggage trolley, he refused to assist properly with our bags and suggested that we carry most of them ourselves while he took just one. We complained about this at the time, but unfortunately, nothing appeared to be done. Our experience at the bar was equally poor. We sat down at the bar, and the bartender saw us but immediately started to walk away. When we asked if we could order drinks, he told us that the bar would not be open for another 30 minutes. I pointed out that he had just served another guest a drink, to which he replied that it was “only a ginger ale.” He never even asked what we wanted and simply assumed we were ordering alcohol. When I returned after the bar had officially opened and ordered a cocktail, it was honestly one of the worst cocktails I have ever had. The bartender did not use a cocktail shaker and simply poured the drink back and forth between two cups. The coconut cream had not been properly mixed, leaving unpleasant lumps throughout the drink. For a hotel charging premium prices, I would expect a much higher standard. We also had an issue with breakfast. Our reservation through Booking.com was clearly made for four people with breakfast included. However, on arrival, we were told that Booking.com had made a mistake and that breakfast for children was not included.

Very clean, staff was friendly.

Me and my family’s room was cleaned by H Donaire. He is a very lovely and sweet man, that carefully cleaned our rooms and unclogged our drain. I really appreciate him :)

Let’s start with the positives: the rooms were spacious, the hotel is conveniently located close to both the beach and the airport, and the warm pools were lovely. Breakfast was also decent. Unfortunately, the service significantly affected our overall experience. The staff, who I believe can make or break a hotel stay, came across as very transactional and business-like, with very little warmth or genuine hospitality. One incident in particular stood out. When we arrived, the bellman initially came over to assist with our luggage. However, once he realised we had more bags than he expected, despite having a trolley available, he simply directed us towards the entrance and left us to handle the luggage ourselves. We were charged a compulsory breakfast tip at check-out despite tipping them at breakfast individually. The whole thing was just transactional and very matter of factly. Overall, while the hotel itself has some very good qualities, the atmosphere simply didn’t feel particularly warm or welcoming. For me, good hospitality is about more than facilities and location: it’s about how guests are made to feel, and unfortunately, that was where this hotel fell short.

Had dinner tonight at Karaya Royal Sonesta. Food was delicious. Best part was the service. Naomy Oquerta was fabulous. Really knew the menu helped us make perfect dinner choices. Loved her enthusiasm. Very attentive server. She made our night !

Spacious and comfortable rooms, conveniently located close to the beach and airport. Breakfast was decent, and the lovely warm pool was a definite highlight of the stay. Manager at the reception was gracious enough to let us check-in earlier after a long journey.

Majority of the staff - not the most friendly, changed my perception of Puerto Ricans as very friendly and welcoming people. Everything was matter of fact, transactional and almost mechanical. Bell man was appalling - came to get our bags and when he realised that there were more than a few in number, instead of getting the trolley, he showed us the door to take our bags ourselves and still expected a tip. Grumbled when he didn’t get one. A lot of unexpected charges in form of resort taxes, compulsory gratuity charges for breakfast despite tipping the breakfast staff separately . In summary didn’t have the best of experiences and won’t be returning for those reasons.

The hotel facilities was good. The pool was great and the location to the beach was super.

We made a booking for 2 adults and 2 kids with breakfast included. However when we got our invoice, there was an additional $42 charge per day for our 9yrs old child’s breakfast. When we queried this, the hotel staff told us that although the booking was for 4 guest, Booking.com does not include a minor’s breakfast to the room charges. This is totally absurd. $42 for a minor’s breakfast is ridiculous!

The Hotel was Amazing! Staff was very friendly! The pool was great! Location was great also!

The room bathroom wasn't very clean when we first got there. The floor was never mopped our whole 3 night stay. The mirror in on the outside of the bathroom door was dirty our whole stay. For the price it really should have been spotless.

i loved everything about this property. the customer service, the stay, the location, the breakfast, the views, it was all amazing

nothing to dislike

We stayed at the Royal Sonesta San Juan for two nights after finishing a cruise, arriving at around 10am on 8 August. We knew we were arriving well before the normal check-in time and certainly weren’t expecting our rooms to be ready. I have to give particular credit to the lady at reception who looked after us when we arrived. She was excellent. She arranged for our luggage to be stored, kept things moving so we could get our rooms as soon as they became available, and was also very helpful during our short stay with things like restaurant recommendations. Unfortunately, I didn’t get her name, but she was easily the standout member of staff we dealt with and made us feel very welcome. The hotel itself looks great and the facilities and surroundings are very nice. However, beyond that one member of staff, we didn’t find the overall service particularly warm or welcoming. Nobody was necessarily rude, but there was a noticeable lack of the friendliness and hospitality we have experienced at other hotels and resorts. One thing we also found quite strange was breakfast. Breakfast was included in our reservation, yet every morning we were presented with a bill and asked to sign it. To be fair, the charges were not added to our final hotel bill, so there was no problem financially, but the whole process felt unnecessary and a little onerous. We have travelled quite extensively and stayed in hotels and resorts in many parts of the world, and I can’t remember having to do this when breakfast was already included in the room rate. Breakfast itself was okay – nothing particularly wrong with it, but nothing especially memorable either. Overall, the Royal Sonesta is a very nice-looking hotel in a great setting, and we genuinely appreciated the lady at reception who went out of her way to help us. But based on our two-night stay, the overall level of customer service didn’t quite match the quality of the hotel itself.

Jorge Torres is the best player and bartender... He is a MUST SEE!!! Un Caballero and great service!!!

La playa

En el hotel no hay actividadds para el huesped

The pool & location

Price was high

Beautiful property. Very convenient location to restaurants/stores.

Pool close at 9pm.

Beautiful room , great location, good food.

Cleanliness Quiet nothing negative about the property. My husband and I are returning the same time next year.

Great hotel, king suite room with club access was fantastic

Limited dinner options but lots of restaurants close by

Conveniently located, good dining options, and the room was nice and comfortable. The only downside is that the elevators were a little slow, and the breakfast service was very slow as well. The buffet is the better option.

Great staff, beach, and view.

Excelente

Excelente

La playa

La mala actitud de la señora alta en el restaurante de la playa. Los precios. El buffet del desayuno, siempre igual.

Its location in Isla Verde is really close to the SJU airport which is very convenient. It’s also very close to a number of restaurants within walking distance. The pool and beach area are very nice.

The cost per night is pretty steep considering the value. The price gouging for the beach restaurant is disappointing as well as the cost for a child to eat at the Buffett for breakfast.

Room was very clean and comfortable. Pool was great with a swim up bar. Breakfast was very good. Very close to the airport since we only had 2 nights in San Juan

Leaving

It was very convenient and I love that it had the pool in the beach.

Resturants were a bit to expensive.

Everything! Especially the pool and beach

N/A

La recepción en particular una muchacha muy mal servicio

The rooms were spacious and were cleaned well every day. We loved the pool and the swim up bar, and the chairs and umbrellas at the beach.

For the price paid, we believed that breakfast should have been included, and it would have been nice to have beach service.

Location, pool, beautiful beach, comfy bed and pillows.

The elevators! Constantly waiting, sometimes 20 minutes

We had just gotten off a red-eye flight and made our way straight here. It’s only about two minutes from the airport, making it the absolute perfect first stop after arriving in Puerto Rico to decompress. Even though we didn't stay overnight, we had an incredible time enjoying their beautiful beach and pool areas. The property is very easy to access, and every staff member we interacted with was incredibly friendly and welcoming. We also ordered drinks inside, and they were absolutely delicious! Based on the pristine grounds and the excellent service, I highly recommend this as a perfect place to stay. I also heard from other guests that their breakfast is outstanding. If you are going to stay anywhere in Puerto Rico, I would absolutely pick this place!

Clean, spacious, comfortable room and beds. On the beach. Beautiful pool and grounds. Our whole family enjoyed it so much. We would recommend to family and friends.

Breakfast buffet was very expensive and definitely not worth the money.

La limpieza de la habitación

Que no tengan mas ofertas con desayuno incluido

Ubicación y servicios

Los precios

Good location on the beach, great pool

Old and slow elevator, takes 10 mins or more to go up and down, overcrowded on the weekend. Everything is over priced.

Atención al cliente

No aplica

Beach access

- poor customer service at pool - room bathroom sink not cleaned during stay, drain left up in shower the entire stay. - elevator broke entire stay - long wait

Limpieza seguridad

el servicio del personal del estacionamiento es muy bueno pero es costoso

That it was on the beach

Some of the staff were very rude especially the men working at the pool bar our room smelled Like mildew, and the public bathrooms smelled like pee

So far the experience has been good no complaints about the room all the amenities are great 😊 ocean view room with a balcony just a birthday celebration to definitely remember

We loved everything that was offered here! From the food, the pools, and, of course, the beach!

Senal del TV se va con frecuencia. Estacionamiento dificil el recogido

The property was clean, with a beautiful pool & beach. It is in a fairly safe area. I felt comfortable walking around the area outside of the resort even at night. Also every single employee was friendly.

The snacks/beverages/sunblock in the hotel gift shop were over priced, but the little store across the street had cases of water and all of the same stiff at reasonable prices so we went over there for things.

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!

Great beach location, nice pool area, comfortable beds

Rooms could be updated and deep cleaned, pricing for food and drinks were ridiculously high

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.

Las instalaciones.

Que el estacionamiento no está incluido en el pago de la estadía. Creo que la misma debe estar incluida.

Me gustó mucho el trato de los empleados muy amables y serviciales. Adicional todo estaba muy limpio una buena experiencia. Me gustó mucho.

No tengo nada malo para agregar aquí. Tuve problemas con la cafetera pero era que no sabía bregar con ella 😂 pues que puedo decir acostumbrada a lo antiguo 😅.

vista expectacular comodicad y relajacion total recomendado 100 x ciento

todo

TODO BIEN LIMPIO Y BUEN SERVICIO DEL PERSONAL

Las oferta deberian incluir el desayuno

Location good, atmosphere great, room clean reasonable price

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.

They have the big pool, swim up bar and go right out the gate and your at the beach.

Stay was long enough! 😂

Naomy was our server and she was amazing! Her service was top notch. Thank you for an amazing experience

Pool area Rooms

I stayed 2 nights, and never got the service for cleaning room. No bedroom done, No bathroom cleaned, No trash thrown away.

The food was amazing at the Ocean Breeze! Our waitress Naomy O. was great and very kind to us!

Our dinner at ocean breeze was delicious! Naomy O, checked in plenty of times, and she made sure our experience was amazing!

The location was nice and it had a good view

The water cut out in the middle of the shower. Never had that happen in a hotel before. The wrist bands barely worked. Everything was expensive for no reason.. The food was not good. We left something at the hotel and called while we got to the airport a few hours after leaving.. they claimed they didnt have it but to call back. Once I called back a couple more times they then blocked my number. So I cannot get through anymore. The girl laughed at me when I told her the item I left was important. Just an overall terrible experience and would never recommend to anyone and wouldnt I go back.

Naomy was a wonderful server The food and drinks were priced higher than at the private club we went to which were included with our hotel stay.

Amazing experience, Naiomy was very attentive and gave us a great experience.

Amazing waitress her name was Naomi and she gave us great service

10/10. Staff was friendly. Room was beautiful. Great view. Food and drinks were amazing!! Naomy at ocean breeze was the best!!

Naomy was such an amazing waitress! Her attitude was phenomenal, she was super sweet and attentive!

The suite was a perfect size and the bed as well as the fold out couch were very comfortable, nice sized balcony and bathroom.

Pool and beach are overcrowded with non-hotel guests who buy day passes. We were unable to sit by the pool 2 different days because there were no chairs available. Hotel guests as well were putting towels on chairs as soon as the pool opened but going back to their rooms or the beach….I don’t expect this at a resort of this quality. The beach was very crowded and we had to ask 3x for an umbrella. It was very crowded with again people who had purchased day passes who were very loud and drinking a lot.

Great location! Lots of restaurants and nightlife near. Rooms are very clean and spacious

Everything here was extremely expensive And not even good. The food was very much tasteless. They had wrist things to open the door and activate the elevator which basically didn't work. Every time we had to struggle to get into our room. We forgot an item in the closet and called immediately just a few hours after we left. They claimed they didn't have it, even though we know we left it there and told me, I needed to call back the next day. I called back the next day.And they gave me more of a runaround and told me to call back that night. When I call back that night, they said that they did not have my item.So clearly it was taken or thrown away.So they told me they would have the supervisor call me back. Supervisor failed to call me back.And now, when I call the location, I can't even get through.So it seems as though they blocked my number. Royal semester was a terrible experience.And not worth anywhere near how much you pay to go there. Staff was okay, but wouldn't write home about them either.

Everything

Not enough food choices

It is beautiful property right on the beach, clean, fast elevators, really nice

Parking wasn’t included in stay which was not stated, rules about chairs on the beach, never happen before we could not use chairs, so basically if You come to see sunset or just sit on the beach after 4pm it was not available, also no breakfast included

Las Instalaciones y el desayuno

la hora del check In y Check Up

The place was beautiful and very clean. The people who worked there were friendly and very helpful. My husband and i would definitely go back!

There was nothing i didnt like!

Rooms, pool and the beach

Everything ok

Food was amazing especially our waitress Naomy with great and friendly service

We had such a great time and absolutely loved Noamy recommendations were incredible.

Las facilidades área de piscina y playa son excelentes para pasarla bien,

El balcón de la habitación es muy pequeño y poco seguro Deben poner Notificaciones de seguridad en l los balcones

Our room was clean, spacious and comfortable. On the beach and very nice pool and hot tub. William, the bell porter was the sweetest man and so helpful. Well, all of them were.

Drinks at the pool didnt have a lot of liquor and were expensive. But they were delicious!