The Royal Sonesta San Juan

Friendly atmosphere.

Absolutely nothing

It was clean staff very friendly

Can’t complain

Beautiful property

I think some Construction by the fire pit but other than that was beautiful

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.