From the moment we arrived at the Sonesta Maho Beach Resort, the service was disappointing. The front desk staff were unaccommodating and spoke to us in a condescending tone, which immediately set a negative tone for our stay.
We had specifically requested a room with twin beds at the time of booking, but were given a queen-sized bed instead. When we asked for a room with separate beds, we were told nothing could be done and were even advised to find another hotel if we were unhappy. The lack of flexibility and courtesy was unacceptable and seemed to vary depending on the guest.
The room itself was in poor condition. It was hot upon arrival and smelled strongly of mold. The bathroom was unclean, with urine stains on the toilet. We reported the air conditioning issue, but it was not resolved until our last day. Staff attempted to mask the odor with air freshener, but the smell persisted. The resort also lacked entertainment options for both kids and adults.
Dining was underwhelming. The food was mediocre, and restaurant staff were often unfriendly. Most dining options closed early, leaving guests with few choices and forcing us to leave the resort to find food.
Overall, our experience was extremely disappointing. The lack of professionalism, cleanliness, hospitality, and basic guest support left much to be desired. I would not recommend this resort and hope they take steps to improve their service.