Royal Sonesta Kauai

My husband, parents, and I were scheduled to depart from Kauai, HI the evening of January 31, 2025 around 9:30 pm. After sitting on the airplane for 3.5 hours, the flight was finally cancelled and everyone had to deplane and go collect their checked luggage from baggage claim. No hotel vouchers or other accommodations were offered to passengers. After collecting our luggage, it was close to 2 am on February 1, 2025. The airport in Kauai was closed and we were unable to re-enter the enclosed portion of the airport (there are no walls in the main area outside of security) and it was a chilly evening getting down into the upper 40s that night. Since we were not sure when we would be able to leave the island, we called the Royal Sonesta to see if we could get a room for the remainder of that night to get some sleep and escape the cold. The representative on the phone assured us that there was a room available and that she would make a note in the reservation that we would be checking into the hotel on February 1, 2025 at 2am. Since there were no other hotels with desk staff and no ubers/taxis operating on the island at this time, this was our only real option since the Royal Sonesta had a shuttle service to the airport. We were picked up by the shuttle and arrived at the Royal Sonesta with two other families who had also spoken to representatives that said there were rooms available that night. Upon arrival at the front desk, we were told there were no rooms available and that we could book a room for February 1-February 2 but would not be able to check in until 4 pm. We told them about our call with the representative that had told us there were rooms available but the hotel told us they could not check us in since the system wouldn’t allow it unless we had flight vouchers (this was different than when they first told us there were no rooms-it appears there were rooms but they just didn’t/couldn’t let us check in). Obviously, if we had been told at the airport when we called the Royal Sonesta that we would not be able to check in until 4 pm on February 1st, we would have never booked a room to begin with… The Royal Sonesta staff told the other two families the same thing but told us we could stay in the lobby until later on that morning when the shuttle could take us back to the airport. With no other option, we sat in the lobby for a few hours which was very cold as the lobby at the Royal Sonesta also did not have enclosed walls and subjected us to the chilly temperatures. Around 5 or 6am, the front desk associate told me she had a room that was available and since we had arrived first, we could check in. I had since rebooked us on a flight at 11 am and therefore declined offering the room to one of the other families in the lobby who had a young son. I asked the associate if we could be refunded the room charge since we obviously did not stay in a room and she said that would be no problem. I received an email notifying me that my reservation was cancelled and assumed we would be refunded. After a week, I noticed that the $600 charge on my credit card was never revoked from the Royal Sonesta. I called the hotel several times to discuss the situation with the manager and inquire about our promised refund but the hotel has never gotten back to me. The only correspondence I received was from a front desk worker who told me that there were no notes on our reservation so they had no proof that we hadn’t actually stayed in a room on February 1-2. If the hotel representative on the phone had been honest with us and told us we could not stay at the hotel during the early morning hours of February 1, we would have never booked this reservation. I was also promised a full refund from the hotel staff since we never actually stayed in a room and the hotel was not transparent with us during the entire situation and thereafter. I also know the hotel is not out any money for this reservation since the other family took the only room they offered for February 1. Worst customer service and hotel experience of my life. Don't stay here unless you like to be lied to and scammed.

Everything was par excellence!! It was pricey but for the friendliness, cleanliness, accessibility to restaurants, shopping, etc. Also a huge benefit is that it is centrally located! Right in middle of it all! Don’t forget to use the hot tubs at the pool! Also jamming banana a bakery coffee shop is great! The high dollar couples massage $600 for 80 minutes at Alexander Spa was not really worth the amount of money but we indulged one rainy day. Even if we hadn’t done that - there was plenty of relaxation in just being there.

You must rent a car. Nothing is close by! Nice property, One restaurant, Food trucks in the area. a short walk at the beach! Nice pools and Jacuzzies. No entertainment was seen in 5 days. Italian restaurant in walking distance. Would not go again, too pricey. MeuterMedia P.S. Dog and Cat adoptions possible.

The grounds & facilities are beautiful & well maintained. Staff are welcoming & available. Pool is huge with five hot tubs (great kids pool with rock slide that is completely separate) lots & lots of loungers, fresh pool towels always available & the gorgeous Kalapakī Beach is steps away. Location is very central for exploring the island & short drive from the airport. We visited other resorts & would definitely choose to return to Royal Sonestra in the future.

Great location central to north or south parts of the island. The pool is amazing. Duke’s has delicious food. And the beds are comfortable. Rooms are spacious with great view of the bay. Make sure to try Lilikoi across the street for breakfast.