Sonder at The Point

We upgraded our room and still felt disappointed, so I can only imagine what the basic rooms are like. The place meets basic needs, and location seems to be the main reason for its excellent rating. Staff were nice when we first arrived and wanted us to upgrade, but after that the customer service disappeared. I saw two other customers get the same treatment, one white Spanish and one black, so they don’t discriminate, they just hate. Even asking for a bottle of water got an attitude. Bring your own blankets, because they won’t give you extras beyond throw blankets. The front desk staff should clean up their thick dark eyebrows; old wiggy needs to soften them edges, and the guy should calm down. I know my expectations may have been a little too high, but hotels in a vacation area should still provide decent customer service. Traveling is stressful enough without having to fight hotel staff for basic things.

I’m picky about hotel cleanliness, and this place checked all my boxes and more. The rooms met my five star standard, and the service was amazing. Yashika at the front desk was especially sweet, informative, helpful, and genuinely kind to everyone. The point is one of the best hotels I’ve stayed at in a long time.

Coming back from the theme park at 11:45 pm, tired and carrying food, we found the room still dirty and the toilet mess untouched. It had flooded at 8 am, and I’d told the front desk as soon as it happened. We were out all day, and the staff on duty said they’d get the toilet fixed and clean the floors. Before going in, we even checked with the front desk. The guy looked at his phone and said his last text was that maintenance was going over. As soon as we opened the door, it was obvious nobody had cleaned, and the room smelled like feces. He said rooms aren’t cleaned unless you stay more than four days and didn’t understand the situation. When we asked for another room, he wasn’t sure they could because they were almost full. He eventually gave us the number for the remote hospitality desk, and the woman there was extremely helpful and switched our room. I checked in the day before so I wouldn’t have to deal with this after a long day at the parks. No apology could’ve made the experience better. Also, there are no physical key cards. If your room is on the far side of the hotel, you have to walk all the way around to the entrance because the back door can’t be opened with a hotel key card. I know I’m not paying for a mansion, but they couldn’t even manage the bare minimum.

The front desk guy really saved our vacation when we had a problem at the start. The room had been cleaned, but the cleaner’s smell was so strong it made us light headed. My wife is especially sensitive to strong smells and broke out in hives, as can happen to her. We went to the desk prepared to leave, even though the booking was non-refundable. He was handling lots of check-ins and requests, including upset guests, but still smiled and took care of us. He moved us to a room with a balcony so we could air it out. His idea worked, and the smell faded after a few hours. During our week in December 2025, the hotel was pretty clean, we saw no sign of bed bugs, and our room even looked out toward Universal's Islands of Adventure. The property is beautiful, the pool and hot tub are nice, and towels are ready poolside. The front desk staff were friendly and helpful.