beach near Plage Gratton Tours

It was our first visit to Sonolux. A lovely boutique property but this was a case of style over substance. The check-in process was muddled by the use of automation. We had to wait for a staff member to ok us for check-in at the iPad kiosks. The whole process took 25 min. Once we were told that the system had the room ready, the kiosk would not acknowledge our reservation. I tried 10 times. I then had to wait for the 1 staff member to finish another service call before having him deal with the computer issue. That aside, the room, design and spaces were beautiful. The staff were also very friendly and helpful. I just think they need to re-think the whole check-in process.

This place was amazing! Good sized rooms, modern and clean decor, comfy beds, great views if you can get a room on the upper floors, nice pool and fitness centre and perfectly located in a nice part of downtown off of st Catherine’s street. Everything was really perfect and the host front desk went out of his way to make sure we were comfortable and well set up.

Horrible Night Staff and Flawed Policies, Saved by a Great Daytime Manager The room’s mattress and pillows were old, flat, and completely lacking support, leaving my wife in tears from severe neck pain by midnight. When I went to the front desk for help, the overnight staff was dismissive, defensive ("we've never gotten that complaint before"), and shockingly rude when I asked them to leave extra pillows at the door while I ran out. Forcing an unnecessary confrontation while I was already dealing with a highly stressful situation. The hotel prioritizes non-staying local members over paying hotel guests. A lane-swimming member falsely accused my kids of jumping on her well after lunch, and the lifeguard completely checked out, choosing the path of least resistance by begging us to comply rather than managing the situation. When we raised it with a staff member later, he rolled his eyes at my wife and dismissively claimed lane swim was 7–10 AM, completely ignoring that this woman was monopolizing the pool in the afternoon. If you have kids, be aware that paying guests take a backseat to local members here. The only reason this isn't a 1-star review is the incredible daytime manager we spoke to the next day. She actually listened, showed genuine empathy, and went above and beyond to apologize. She wiped $75 in charges, gave us executive lounge breakfast coupons, and later sent a handwritten card and chocolates to our room to apologize and say happy anniversary.