Sonesta

I currently work a Sonesta Denver Downtown. Since Sonesta took over from the Crowne Plaza (IHG Property) the location is even worst then it was as Crowne Plaza. The location has no permanent General Manager. The corporate office keeps sending temporary management team personal. There is no Human Resource person on property. Oh! I am sorry she works remote! We lost a caring Front Office Manager. They promoted two people that have no hotel management skills. I have over 17 years in the hospitality industry. I have never seen a miss run property. Our over worked Executive Housekeeping is not given funds to keep our rooms looking good. So, I can't work in environment like this. I say good bye!

The only reason I give them 1 star is that I am being generous (could not give minus stars), not so much for the room but for the treatment. I made the reservation through Expedia and they also get 1 star.

I stayed in Sonesta Suites a few times when visiting Portland, OR and loved it, so opted for them again in Seattle (Renton). Big, big mistake.

Reservation was for 2 nights and was higher priced than any hotel I ever used before. I am not wealthy but chose this one due to experience with Sonesta only a few years ago at a different location. It was not in Seattle proper but was close to a cultural event my wife wanted to see. We are in our 70's and both have disabilities, and she needed this mini-vacation. When we arrived at the front desk inside a nice lobby, the clerk told me she did not show my reservation, but then asked if I had reserved it through a third party. I said "Expedia" and she said, "Oh, you have to go to Building 3. They have your name." I drove to Building 3.

The lobby there was much smaller and less attractive; however, after a very slow
Check-in process with a very pleasant but soft-spoken young lady, got my room key. She asked if I had a car. Confirming that I did, she gave me a parking pass and informed me that I would have to pay a parking fee of $10 (plus tax) per night in their very large open lot. I told her that was not the agreement I made with Expedia. It said nothing about parking fees. She said I had to scroll through the Expedia site to find that info. I just did and it is not there.

It gets even better. The ground floor room we were assigned (requesting "accessibility") was 81 degrees and getting hotter because the heat was blowing and the thermostat did not work. I went back to the desk, had to wait in line while my wife waited in the car (small lobby), and after another 20 minutes and a major struggle for a different accessible room, finally got a new room. It was acceptable.

With no advance notice from the hotel or Expedia, I just learned that my $393.03 room (for 2 nights) was billed to my credit card for the amount of $515.05, which includes the above, plus $20 (and tax) for parking, plus $100 deposit (already charged to my card). I was informed I will receive a credit for the deposit in 8-10 business days.

So, for roughly $415 for 2 nights (AFTER return of my deposit, if I get it), we had no bed made, no fresh towels, no vacuuming, no bathroom cleaning, no morning coffee in the lobby (the young clerk had not been taught to make a pot), an extremely poor TV line-up, and no understanding or empathy with what I believed was a contract through Expedia. I actually could have gotten the same rate without going through Expedia. I am done with Sonesta, Expedia, and even Seattle, but they won't miss me, or care.

Don't book on this hotel. The staff are cold and unfriendly people. After several calls to confirm our reservation and a call a day before our reservations, we were told by the staff that it was confirmed. On the day we were supposed to check in, we were flatly denied our room stating it was canceled because the hotel is not owned by Wyndham anymore. I stated that we received an email confirming our reservation and made several phone calls to them to confirm. On all of those occasions, they confirmed our reservations. When I asked the manager about it, she indicated that during the transition, everything was done manually. So, it's their mistake and I have to suffer the consequences. NO TO THIS HOTEL IF A ZERO RATING IS AVAILABLE, I WILL GIVE THEM A ZERO! Attached is the confirmation I received from them then followed it up with several phone calls for which they confirmed my reservations.

My family stayed at the Sonesta ES from March 29,2020 to October 29,2020 as long-term guests as it was an apartment hotel. We were evicted by the Warwick, R. I. police after going to court on October 29,2020 because the Sonesta staff, Dagma Colon and Keith Taylor falsely alleged that we refused to wear mask, was rude to the staff, and did not pay.The truth is that 2 days before, we complained about the upstairs neighbors smoking and throwing butts on our heads from their 2nd floor balcony. Also, our son is autistic and could not wear a mak, Keith and Bill called the Warwick Police to have him thrown out. They refused to honor the medical exemption for face masks. He was always more than 6 feet away from people. Keith also complained about Arizona using the computer more than 30 minutes, even when no one else wanted to use the computer. We are currently in court at Middlesex Superior Court in Ma., with the Sonesta. The court refused to put our evidence and pleadings in the docket.

The Sonesta will charge $250. For smoking but will continue to allow guests to smoke. The staff do not understand or care about the needs of guests with autism or medical reasons for not wearing a mask, the hotel practices zero tolerance. After 30 days in R. I., in our case 6 months, a guest is considered permanent and falls under landlord-tenant which requires 30 days notice to leave, so Sonesta sent the police and told us we had 2 hours to leave because we reported guests for smoking. They threw us out during the height of the pandemic. Beware of deceptive business practices, false advertising, extra charges on your credit card. The Court will lose or not file your Pleadings and evidence so that the Sonesta can win the case. The corporate office is located in Ma. And the Middlesex Court is in Ma. We can prove everything that we say but the court refuses to allow it, so we have taken to social media to tell the truth about the Sonesta.

The Sonesta at 8844 Columbia Md. Has stolen almost 700 out of my bank account after I checked out. The place is a dump that smells like a herd of goats live in the building. Very nasty place and also not American owned.

I booked on the Sonesta website vs travelocity or expedia as I thought I would be protected if I had to cancel. No such luck and was told since I booked on their website there was no refund when I had to cancel.

I spent at least a week gathering info and making sure I was booking the correct room for my needs at the Sonesta Es Minneapolis St. Paul. I was sent multiple confirmation emails outlining the correct room. Upon arrival, the staff failed to assign me a room, and was stuck with an unwanted room until the next day. When I did get the room I chose, it reaked of cigarette smoke, but just dealt w/it since I was here for a funeral and having to continually move in the snow up flights of stairs each time got old. The smell was gross, but was here for a funeral, and just dealt with it, since they already screwed up. Phones didn't work in room, downstairs TV was stuck on 1 channel, but not end of world. What infuriated me was that after spending 6 nights and well over $1000, the night before checkout I called from my personal cell since phones in rooms didn't work. I called at 10:03pm and spoke w/ a man a politely asked if I could please get a late checkout for the next day (March 21st). He said the latest I could have was 2pm and I agreed and thanked him. I also informed him the room phones were not working and he thanked me. Next day housekeeping pounds on door about 12:45pm. I politely tell them I got a 2pm late checkout. They leave and 2 min later I get a call from some front desk girl named EBONY, who tells me the only late checkout they give is 1pm. I tried to explain I called the previous night and was told I could have until 2pm. She argues w/me, insinuates I am lying, wont listen, and tells me we have 15 min to get our stuff and leave. I try to explain, and she hangs up. I have phone records and everything. She was one of the most horrible people in customer service I have EVER encountered, and basically called me a liar. I had been patient with all the other problems this hotel had given me, but this girl is a terrible representation to any buisiness. After spending well over $1000 to stay at this place for the funeral of my father, that was my lasting impression. I would have many other choice words to say about EBONY, but I have some tact, and as a business owner myself, someone like that would be fired adapt! I am appalled and disgusted to have been treated like I didn't matter all, especially after all the money I paid, and knowing I was in the right. She is an AWFUL representation of someone to deal with the public! I plan on telling everyone I know about my experience, and especially EBONY. I travel quite a bit, and will also write a similar review on YELP, and ANY other site! She is awful

Marcus Payne made my stay at Sonesta so comfortable. He went above and beyond to make sure I was satisfied. We need more people like him. As long as he's here, I will always choose to stay here! I had the best experience. Thank you for your kindness and wonderful hospitality!