Royal Sonesta San Juan - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4036 reviews

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  Great place!

  It’s a beautiful place – very clean, nice pool and right on the water. But what is best of all are the people who work there! They are so kind and helpful. I would like to call out, especially Irianna who helped me through a big problem/misunderstanding. She made everything right she was kind, professional, and wonderfully accommodating. I highly recommend this resort.

  Feb 04, 2026
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  Decent, clean hotel with friendly staff. Food could be much better.

  Great room cleaning service. Friendly and hospitable staff. The breakfast buffet food is decent. Food by the pool restaurant is very poor quality and extremely expensive. Wi-Fi performance has also been poor on some days.

  Feb 04, 2026
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  A little paradise

  I did a weekend getaway from the north east cold. I am so glad that I picked this hotel. The room was a great size. The customer service from everyone that I encountered was welcoming and friendly. The food and curated cocktails was on the pricey side but delicious. There are multiple restaurants on the premises. The hotel is beautiful and clean, there was always people around sweeping and wiping down surfaces. I did a day pass at this premises a couple years ago. I had such a good experience that I decided to spend more time here. Best choice ever

  Feb 03, 2026
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  Award Winning in Name Only: Empathy Missing When It Mattered Most ⭐️

  I am sharing this review to express my disappointment with how my recent stay was handled, particularly during an unexpected travel disruption where empathy and flexibility were greatly needed. I checked into this hotel unexpectedly on Saturday, January 24, for a one night stay after my return flight to the United States was canceled five times in one day due to an impending snowstorm. Like many travelers that day, I was stranded through no fault of my own and chose this property based on its strong reputation and guest-focused branding. The following morning, while waiting to determine whether I would be able to secure a flight or need to extend my stay, I contacted the front desk to request a late checkout. I was informed that this was not available due to high occupancy, which I understood and accepted. Once I had more clarity on my travel situation, I contacted the front desk again and asked for a one hour courtesy extension, simply to allow time to make an informed decision about my next steps. Despite clearly explaining my circumstances and acknowledging the hotel’s capacity constraints, this request was denied. This interaction was incredibly disheartening. Being stranded internationally due to weather-related cancellations is already stressful; the complete lack of compassion I encountered only amplified that stress. For a stay that totaled nearly $600 for a single night, the refusal to provide even minimal grace felt especially disappointing. This experience was surprising and inconsistent with the expectations set by a property that is highly rated and recognized as a 2025 TripAdvisor Travelers’ Choice Award recipient. Hospitality, particularly during moments of widespread disruption, should extend beyond strict policy enforcement to include basic empathy. Ultimately, I remained in the city for three additional nights. Had I been given even a small amount of flexibility during that one additional hour, I would have gladly continued my stay at this hotel. Instead, due to how the situation was handled, I chose not to return. I was welcomed with understanding and genuine care at a neighboring Fairmont property, where the staff demonstrated far greater compassion under the same circumstances. I share this feedback not lightly, but in the hope that it is taken seriously and used to reassess how guests are supported during extraordinary travel disruptions. Policies matter, but how guests are treated in moments of vulnerability matter more. Awards and ratings create expectations, and this experience fell far short of them

  Feb 02, 2026
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  Don't let the "Royal" in their name fool you

  Don't let the "Royal" in their name fool you or their proximity to the airport or cruise ports. Just avoid this hotel, period. A few notes from our stay: - The rooms are falling apart - The front desk staff are unhelpful and rude - They were out of towels by mid-morning - If you arrive early, your room will never be ready, but an identical room will be available for $150 early check-in charge, weird /s Out of all the hotels we vacationed at over the years, this had to bring about the most stress out of all of them. We wrote to corporate and received similar response we had at the hotel. Easy to say that we won't be staying at Sonesta Hotels ever again.

  Jan 29, 2026