2/10 (非常に不満)
Alexis
グループ旅行
2025 年 7 月 28 日
気になった点 : 清潔度、施設のコンディションと設備
I stayed at the Royal Sonesta San Juan for my 30th birthday and unfortunately had a very disappointing and concerning experience—mainly due to serious cleanliness and health issues.
Upon arrival, I recorded birds flying into the outdoor kitchen and eating directly from uncovered pizza ingredients while staff looked on. The spa was also unclean, with hair and food crumbs in the locker and relaxation areas. My body wrap started 20 minutes late and was poorly executed, leaving me covered in clay streaks. They took off 20% for the issue.
The worst part was our room (928). I woke up with what turned out to be 99+ bedbug bites, despite using bug spray and taking precautions. The pattern of the bites resembled the eating habits of bedbugs, and was confirmed by my doctor. My friend, who didn’t use spray and slept on the sofa bed, had none. The mattress was visibly stained and didn’t have a proper protective cover. Though staff moved us to another room (1430) it took hours and they broke personal items in the process.
Other cleanliness issues included dirty glasses, hair in cups, and greasy fingerprints throughout the room. The resort refunded only the resort fees (~$280) but denied a full refund. I’ve had to escalate to Expedia, my bank, and will be filing a complaint with BBB.
For the price we paid, this stay fell far below expectations and ruined what should have been a special milestone trip. Proceed with caution—especially if health and cleanliness are priorities.
Alexis
2025 年 7 月に 4 泊滞在
