The hotel is in a great location but has poor management. I stayed there for 3 nights both in January and February of 2021. In January, they management team there was jot enforcing social distancing and mask wearing. Also, they were not attending to the gym. It was dirty for a gym, no towels, disinfected wipes, or exercise mats and the seat on their only bike was broken. In February, while at the beach one of the cabana flew into our group because the winds picked up so we came back to the hotel pool area for safety and until the wind calmed down. We were asked to leave the pool area because we had food that wasn't purchased from there. Even after we explained what happened, they still asked us to leave. Then, on check out refused to extend our check out from 1pm to 2p even thought we offered to pay $50 for the a later check out like we did in January. On top of that the manager on duty, Ron, tried to get tough with me when I expressed my frustration over their inconsistency. Long story short I think they need an entirely new management team that puts guest first.…
(I'm rating this 5 stars bc of the staff I met so please give them credit.) Raphael on the beach was especially sweet and helpful! He carried my heavy suitcase for me across the sand. He's very personable. The bartenders and servers were awesome as well, very hospitable. The man at check out was a little rude. The hotel itself is eh, should be 3.5 stars. It has a bad location and pool area. It's sandwiched next to a dirty restaurant and a busy street, its not very relaxing. The decor is nice, but it's not enough to make up for the immediate surroundings. My room had a nice view but it was not clean like you would expect from a "4 star" hotel either. There were black hairs all over my shower, I'm blonde. The towels were grey and dingy as well. But go Rafael and restaurant staff!
Stayed here for 5 nights with my friend and had an amazing experience. Hotel was clean and followed COVID protocol. Staff was absolutely exceptional from the front desk staff, managers in the lobby areas, and restaurant/pool staff. Andy and Jim with Steelpan were great hosts (we spent a lot of meals at Steelpan). Raphael on the beach was just the icing on the cake by bringing us our beach chairs whereever we wanted. 10/10 would recommend this hotel!
My friend and I had a really good experience staying here. Rafael at the beach was so polite and willing to help set our chairs up wherever we wanted. The hotel staff in general was incredibly kind and accommodating. We spent many meals at Steelpan and the pool bar and had great service every time.
We had had a terrible weekend but we Finally made it to the beach. We then noticed we left our towels (ahhhhhhh) but Rafael and Will assisted us and we just really appreciate there kindness and hospitality. Thank you guys and the rest of the crew at Sonesta.
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