Sonesta as a whole needs to overhaul their cleaning standards and service standards.

While checked in at their flagship properties, housekeeping every other day is not acceptable, unless there is an incentive and you’re able to opt in or out. Furthermore, when housekeeping is cleaning they should actually be cleaning, several things were missed in our room.

Front desk staff is not well trained to handle anything that is not simple. The valet guys are wonderful though.

For the pool staff, there is no reason that only two people should be servicing the entire pool area on a Saturday.


Also, the pool closes at 10 pm and they do kick you out which is silly. If I’m paying for the flagship property, I want flagship service.

I won’t stay here again.

For comparison we just stayed at a Hyatt regency on Maui, and the service was light years ahead of what we experienced at the royal Sonesta.

The Royal Sonesta Kauai has a beautiful property with a great pool and well-maintained grounds. The location is convenient, and the overall setting is relaxing.

Unfortunately, the service and attention to detail didnt match the price. Several of the in-room amenities were incomplete or empty, including the sewing kit and other convenience items, which made the room feel overlooked.

The biggest disappointment was the pool service. The security around the pool came across as overly aggressive at times, which took away from what should have been a relaxing experience. For a resort at this price point, I expected more attentive and welcoming customer service.

Overall, the hotel itself is attractive, but the quality of the amenities and customer service fell short of expectations. For what you pay, I expected a more polished experience with better attention to detail and a higher level of hospitality.