I have been a Royal Sonesta loyalty member for many years. They have lost the plot. Check in has been a weak point for a while but now it’s catastrophic. I arrived off a trans-Atlantic flight at 6 pm to check in. There was a big line with no explanation. After a while, someone said that no new check-ins could be accepted because of an IT issue. So I went to dinner and returned three hours later to be told that I could check in but the room wasn’t ready, at 10.15pm!! It’s now 11pm and no one has updated me. And not one ounce of apology. Avoid at all costs. I have two team members checking in tomorrow and can only hope they are not subject to this utter disrespect. This is no longer a hotel by any reasonable criteria.