My husband and I stayed here last week for our wedding anniversary. Not only was the hotel beautiful, clean, and a perfect location near the airport, but the staff was SO helpful, friendly and made the trip easy. We had a butler suite and ranjeet went above and beyond for us to make our trip special. They help book, plan, and reserve anything needed. Even though it is covid times and staff wore masks for safety, they still made entertainment possible. Great location: 5 mins from the airport, a block with bars/restaurants (a new club card Mykonos which was great) and maho beach all within 5 min walk. Now that the US has added covid testing prior to return, this resort offers on site antigen and pcr testing (if too low of a census of people needing a test that day you simply walk across the street). We had to walk across the street and the front desk printed off the results and brought it to our hotel room door later that night. So convenient! Would definitely stay here again.…
Very pleasant arriving at the security checkpoints especially because of the turn into valet parking chauffeur from Haîti who drove us and return us to the security check point.Very precious man.Thank you.We stay my wife and i a couple of hours freshen up after work and a beach swim before returning to St.Barth Before reaching the reception desk we appreciated the automatic temperature measurement. We were welcoming with a delicious cocktail planter and the check-in was done pretty quick.The room was comfortable with an huge view to Maho Beach and the Caribbean sea.We will for sure come back again.
My boyfriend and I stayed at Sonesta- Ocean Pointe this past week and had a great time. The accommodations were wonderful, however the service was even better. Ramon, who works on the roof top bar that opens at 8pm was amazing every night. He made the best cocktails, and was always very friendly offering fun activities to do on the island and great conversation! He cares about the guests, and even came in on his day off to help work! We met Edward our last night in St Martin and he was always amazing. We felt all of the staff on Ocean Pointe was very kind- living up to the Friendly Island name!
I will start with the good: we were here at the same time last year (2019) and the construction was not complete. What a huge improvement it was to go from last year where we were checked in by staff in a small hotel room, to this year where we were greeted with a drink in a large, beautiful lobby. Here's where the terrible service began: Prior to arriving, I called reservations to request a change to a king-sized bed. I thought that is what I had purchased. I was told the requested change was not possible. However, upon check-in, the woman who checked us in, "Kimberly", went and spoke with her manager and told us Sonesta could move us into a king-sized bed room on Friday. We were ecstatic and tipped Kimberly. On Friday morning, Mr. Shaquello (front desk staff member) told my husband we could pack our things and bring them to the front desk. He took my husband's phone number and told us he would call us when our room was available. We left the resort for the day. We never received that promised phone call. When we returned to the resort, we were told management had left for the day and there were no king-sized beds available. We were very upset. We had to haul our stuff back up to our old room and un-pack again and sleep in two separate beds AGAIN. We are young and wanted to enjoy our very special vacation time together as a married couple, but with both of us being very tall, we could not sleep in the bed without our feet or head hanging off the bottom and or top of the bed. We were angry that we were not given what was promised and we NEVER received a follow-up phone call from the staff or management. Staff did not follow-up and we had to pack and move our items twice due to lack of follow-up on behalf of the front desk staff and management. In addition to broken promises, the customer service and food options severely went down hill from last year. There were fewer "adults only" restaurants than last year now that the family side of the resort has re-opened. Many of the room-service food items we requested were not available (almond milk, spinach, hot sauce, catsup, etc.) The gym was nice, but it really was hot in there with the sun streaming in through the full wall of windows. (Is there a way to adjust the A/C to make it cooler, or add shades that can be adjusted as the sun moves along the horizon and through the windows?) The pool bar closed earlier than last year. We always enjoyed returning after a long day away and having a couple of cocktails, watching the sunset at the pool, and having a few appetizers. The bar was closed every time (before 5:00 p.m.) every day. We will not return as we did not feel we received good value for our money. The staff were certainly not as friendly and pro-active as they were last year. Several of the front desk staff people acted annoyed to be at work. Some of the bartenders were crabby (we heard this from other guests as well). Last year's staff were outgoing, friendly and followed-up with us to make sure we were enjoying our stay. We assume that now that the resort is 100% open, there has been no time for training in customer service. We also had a problem with never being able to speak with management. This is a problem for staff when they feel helpless in making a decision due to lack of management on-site. Front desk staff members Ms. Kimberly and Mr. Shaquello and the gentleman at the front desk on Friday evening never followed up with a king-sized bed was promised on the first day of our stay and again on Friday morning. Management also never contacted us on Saturday to apologize for the error, the broken promise, and we were never offered a solution. I attempted to send an email to Ms. Eloy, Guest Services Manager. She (if the person even exists) left an email address that is not valid. I tried several variations of the email address but all came back undeliverable. I forwarded an email to concierge requesting they forward our email to the resort manager. We again, did not receive a response. We actually recommended, and brought friends this week with us. However, after our experience this year, we will not return or recommend the resort to friends or family. We love St. Maarten, but we will never return to Sonesta. We plan to stay at the Westin or Secrets next year and following years. For all of the reasons listed above. We will not return because of the considerable decrease in quality customer service from last year, unmet expectations, undelivered promise, lack of follow-up by staff and management, lack of on-site management, lack of empowerment by management to staff to make decisions, missing menu items, fewer adults-only restaurant options, unpleasant staff at the front desk and at the bars (not everyone), and the value for our money was not met.…
I should start by saying I have never stayed here, and I will not give them a penny going forward. Here is my story: I booked two (2) rooms back in November 2019 for my husband and myself and our adult sons to visit on a family trip in May 2020. Unfortunately COVID-19 affected those plans with the island and hotel being CLOSED well into late 2020. Since we could not travel, I requested a refund of the $7,700 I paid on my credit card for our 2 rooms and was told that I would be given a voucher to use before 12/31/20 and if then I couldn't come to the resort I could apply for a refund. Wait 9+ months until December 2020 for my $7,700? I was appalled! I advised them that during a pandemic to have $7,700 to be held for no reason was just plain BAD business. I was told that given the Force Majeure, they were sticking by their decision not to refund us until after 12/31/20. What a crock. It took numerous international phone calls and emails AFTER the 12/31/20 deadline to get someone to process my refund - time moves much slower there apparently. Luckily, there was a young lady in the local reservations department that had the decency to help me and I received my money on January29, 2021. They like many other companies have had to modify their booking policy to make much more flexible. BUT check the fine print! I will not book anything that says voucher or anything less then FULL CASH refund ever again. Hope no one else had to suffer waiting for 10 months for a refund that should have not happened. I was very much looking forward to going to this property however, I will not step foot there after the way they handled things. SHAME on YOU!…
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