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October 2024 by Mariah Lavallo
THE BRIDAL BLUES!! 0 STARS
I will NEVER EVER stay at this hotel EVER AGAIN IN LIFE!! No matter where the location is. I would not suggest this establishment to anyone, RUN!!!
I booked this hotel the day before my wedding to have all the bridesmaids and my mother get ready for the big day with me. On September 18th, 2024 I arrived at this hotel, paid for my room and then was directed to the location to where my room was at. When I arrived at this room it was all the way in the back at some brown building that looked nothing like the rooms in the front and it said “sleep lab” on the building. I immediately went back to the front desk and spoke with the lady that checked me in, her name was Diana. I explained to Diana that the room was not the room I booked, I called twice to confirm that the room I was booking was indeed the suite with the upstairs and the downstairs and I was yes on both occasions. Long story short Diana could care less about the mixup, the tears or that it was the day before my wedding. She also proceeded to tell me that they did not have any more of the suites I wanted available and even if they did it would be an additional $323!!! I asked to speak with the manager, Christine Fernandez but she never came out to speak with me. All of this to eventually be told that they had one more of those rooms available for me with the additional cost of course and at this moment I had no choice but to pay AGAIN it was THE DAY BEFORE MY WEDDING. Got to the room, was VERY disappointed. The room had stains everywhere, the ceiling fan was so dusty and had a water bottle sitting on top of it. The walls had food splattered everywhere. I was not happy but I tried to make the best of it. There was no accommodation for anything, well not for me at lease. I was made aware that there was an older Caucasian woman who came in NOT wanting the bigger room they gave her because she was worried about the cost and then Diana informed her that the upgrade was complimentary and there would be no additional cost to her…. Yeah so anywho later that night Diana told us that we couldn’t talk outside because “this was a nice property”. She was indeed informed that she could not my any means tell us not to talk but we will keep it down. On the 20th we checked out to go on our mini-moon and I checked out early of course because I could not wait to get out of there. Made sure to take pictures and clean up after ourselves. Now fast forward two weeks later, I called this hotel about my incidental fee and was told by a young lady by the name of Shadonna that my room was trashed and that they kept the fee. Now I am highly upset because I know for a fact this was not true. Shadonna then told me that they had pictures and I informed her that so did I, I asked to speak to manager again I was not able to because she refused to get on the phone, some how she was always in a meeting. A few moments later I was called back by Shadonna who told me that she was sorry and that she had my room mixed up with another room.. Weeks had gone by and I never received any information about the incidental fee, the manager never got back with me. Oh I even had a young lady by the name of Monique who lied and said she was the manager the first time I spoke with her. Now we are in October and I am being told by Shadonna that they refunded me the incidental fee on Sep 21st and then I was told I was not charged a fee then I had them send me the invoice and noticed that they had me checked out on Sep 21st and charged me an additional fee for this as well. Again asked to speak to the manger, never heard from Christine Fernandez. I was not even here in Cleveland REMEMBER I left on the 20th of September. I ended up calling a different location I clearly was getting no help what’s so ever with these employees. I called the location in Westlake, Oh. I spoke with a woman by the name of Rebecca who listened to everything and filed my complaint. All of this in the end to be refunded $59.15!! Don’t walk RUN!! Book at your own risk!! Oh and they’re stingy when it c
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October 2024 by KC
Let me start off by saying This is the best place i have ever rented a room at !!!! Great room , Immediately upon arrival we was told the advertisement about the facility is wrong unfortunately and they :
1. No longer do breakfast or any of that as advertised..
2. Indoor & outdoor Pool advertised is closed or broke that lady said .
3. The HotTub advertised is broke the lady said .
4. Room service is (come to the front desk for toilet paper and to trade towels.
Nobody comes to the room to switch towels , garbage or any of that and no brooms or mops are left in the room so we can do that ourselves.
Oh & Drop off your own garbage at the dumpster.....
Had some black mold covered drywall on the floor in our furnace room that fell from the ceiling but wasn't found before putting us in the room SO i went ahead and picked up , threw it away and hit the area in the furnace room with some mold & disinfectant spray so my kids wouldn't breathe that for a week.
You should still bring your own plates , bowls and silverware because as a family of 4 there was only 2 plates , 2 cups ,2 spoons and 2 forks here to use . No other cooking utensils.
1 wok and i small pot. And thats fine but dont show up like we did thinking we're gonna cook a meal for our family because the online pictures showed a fully loaded kitchen ?
The coffee is ratchet and not worth drinking so while you're at the store picking up kitchen utensils and stuff grab you some real coffee ☕ you'll thank me later . We stayed a week..
The beds were clean and super comfortable , good hot water...
i would definitely book here again but i would know to come check the room before going shopping to see what we really need to take care of a family of 2 adults and 2 kids here .
I'd bring my own T-Mobile home Internet next time as well..
I went off of internet advertising pics and was expecting more cooking utensils so thats my fault BUT
Overall I give it a great review and just trying to be 100 percent honest..
Not complaining at all , Just an honest review.
Nearby activities: Anything you want , you can find.
Safety: Doors lock
Walkability: Walk anywhere around here
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September 2024 by Richard Lowther
My husband and I and two dogs,canar,and a plecosamus bottom feeder fish,were misplaced Aug 6,2023,due to a house fire and with my husband just going totally blind from a mugger 29 years prior.We were first put up at the _----- at Much, much,much more than the Sonesta hotel ES Cleveland airport
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September 2024 by Racquel T
Where do I begin with this horrible experience with Sonesta. If you are a traveler avoid it like the plague!!
1. I was there for over 2 months and my room was cleaned only 2 times and the second time was by accident because the cleaner from the agency mixed up the room number. I asked for over 3 weeks straight for my room to be cleaned.... and I was basically told they are short on housekeepers and I got a discount so I should live with it
2. There was an alarm going off over my bed for 3 days before I finally got any help and I had to go to office and ask if I'm not paying to be here!!
3. The laundry room is gross...
4. The customer service is horrible... except Jason who is the temporary manager as luckily the last manager is no longer there.
5. I asked to change rooms because I only had a 2 burner and I was told they can't change my room because they had no one to clean it... meanwhile the temp manager came and was able to offer me a new room the next day.
6. I called corporate office and you would think they would at least have their stuff together.... nope the agent literally said "omg! Can you shut your fking mouth".... Sonesta corporate office...
7. I left early with 9 days to go.... and all I got back was $46.... make that make sense@!!
Run do not walk!! I would say just boycot this brand hotel all together... only a few try and I do not think the upper people actually care at all ....as long as they get your money!!
There are 2 other hotels beside it do yourself a favor.
More pictures to come...
Rooms: Spacious.... but dirty... at least mine was
Noteworthy details: You will get less than what you pay for.
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September 2024 by dang thuy
clean, spacious
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August 2024 by Deasia Fritzgerald
I honestly don’t know where to start. Do not stay at this property. I work in the hospitality industry. And this location was a serious let down. This week northeast Ohio was hit with a tornado. Leaving over 300,000 people without power. My family and I bounced around to different hotels all week. This one by far was the worst. We checked in on 8/9/2024 around 5 pm. They put us in a back building that wasn’t connected to the property. The building had to be an old assisted living facility and sonesta bought it. Soon as you walk in the building it smells old and stale. Once we got to our assigned floor, there was trash and linen from previous guests littering the hallway. See picture attached. In the room there were stains on the carpet. The couch smelled of urine. And food was smeared on the paper towels. There were stains on the tables as well. I went to the front desk and shared my concerns. As I was talking to the front desk agent the manger slammed his office door shut. Instead of coming out and apologizing he couldn’t care less. Front desk agent gave me a roll of paper towels and said sorry. I went back to my room and told my family we’re going home. I came back to the desk to let them know we were going to leave. The manger overheard me and he walked out the side door. He knew I was disappointed and didn’t say a word. I would rather come home and sit in a house with no power than to stay somewhere filthy. We checked out after only being there for 2 hours. It was that bad.
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August 2024 by Kelly Alonso
Update to respond to Sonesta:
I must call out your attempt to ‘save face’ publicly.
Why tell me to contact you ‘offline’ when I already did that, prior to writing my original review, and I was offered a different location for more than 3x the price.
I didn’t get the chance to be a guest but I would say this was the farthest thing from a ‘seamless experience’.
Commenting on my ‘frustration’ is pretty wild and inaccurate. I was frustrated when 8/1 turned into 8/4. I can get past frustration. Stuck without a place to go, with a dog is significantly different.
In addition to being left with nowhere to go at the very last minute :
1) I was lied to (the building had an issue lol )
2) not my fault that sonesta overbooked but clearly it’s my problem
3) telling me I can pay $3,000 at another location was a giant hard slap in the face, I should pay for YOUR screw up ?!?!
4) you guys actually had rooms available!
3 hours after cancelling my ‘GUARANTEED’ Reservation for the same day- Sonesta had rooms available on Priceline (see pics)
The next day, Sonesta was advertising that same special for the same location saying ‘move in today!’ Yea I TRIED TO!
They also had advertised the king loft suite for $1749.
I’m curious what type of room I was so kindly offered for $3,000?!
The confirmation paper I still have says GTD under guarantee policy . If I had cancelled on Sonesta, six hours before check in, I’d be charged for late cancellation since a hotel reservation is a contract.
So how does it only work one way to benefit Sonesta???
Zero stars. They had an ad for $899/month for new customers. I went in and spoke to a guy who was very nice. He told me it’d be $1056 total for the month with a pet and it’d be available on 8/1. I went back in on 7/31 and the same guy was there and told me they were booked until 8/4. Fine. I received confirmation and was looking forward to moving in.
On 8/4 (today) I receive 3 back to back phone calls . No voicemail. I finally answer and it’s a woman from sonesta saying there’s ’an Issue with one of the buildings’ and they’re unable to honor my reservation.
I immediately start crying, as my dog and I have been homeless for 3 months, and the woman was so incredibly rude and callous, before hanging up on me.
I called the 800 number for sonesta and wasted 45 minutes speaking to someone who I thought was working towards a resolution but only ‘proposed’ for me to go to north Olmsted where the rate would be over $3,000.
He then admitted to me (on a recorded call) that there is no issue with one of the buildings, sonesta simply overbooked and I got ousted because I was on an advertised special rate,
If you don’t want to honor specials, don’t advertise and promote specials. Simple.
Your greed screwed Me over and has left me out on the street with a dog.
Thanks.
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August 2024 by jerry krzeszak
PLACE WAS A TOTAL DUMP , DIRTY, BROKEN PHONES ,FIXTURES, SHADY AREA
ASKED THREE TOIMES TO REMOVE GARBAGE BAGS IN FRONT OF OUR ROOM DOOR NEVER WAS MOVED OUR ENTIRE TWO DAYS STAYING THERE.
HAD TO TRIP OVER IT ALL DAY NASTY AND
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August 2024 by Eric Welcher
We were 20 minutes from the hotel. Got a call that our room was given away. We had our room booked for months. Since all the hotels decided to surge price around the city and we had ours locked in for a lower price this hotel decided to cancel us and charge a ridiculous price to someone else. This is not right at all. Do
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August 2024 by Greg Myers
Well the first room smelled like a bar at closing time in the early 80s. We were able to change rooms but this one smells too, but not as bad the first room - is that really a win??? We asked for one extra blanket and we were told NO! See pictures below taken at 10:45 pm. I had to kick the bags of trash and dirty linens away from my door (twice) to get into our room at 230p. They are still there at 11:11p. Crazy!
This would be why there are no extra blankets available. How do you not have one extra blanket???We heard a gentleman begging for face towels and toilet paper when we checked in - he was told to come back later. Hmmm, bad sign!!
At least the AC is cold and fridge works. No towels for the kitchen but who needs those in an extended stay situation! Then there's the sleep lab in the hotel with workers from the hospital coming and going all night. BTW - They get all the front parking spots. You get what you pay for. But really there is no way this is a Sonesta Brand Hotel. It's definitely not under the corporate umbrella ? and don't get me started about all the smoking at every entrance to the building every time you leave and come back.
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August 2024 by bernisha salmond
The experience was highly distressing. A woman's actions significantly disrupted our family trip originating from Philadelphia, PA. Law enforcement was involved due to her behavior, and the responding officer quickly identified the individual in question. It was evident that even the manager was hesitant to confront her. The incident arose when she became agitated that I selected "yes" on the keypad instead of indicating my husband's name (whom she claimed the room was under). This ordeal has been exceptionally challenging. I intend to request a copy of the video footage through legal channels as there were concerning undertones of racism present.
(the video is on the companys facebook page in tye comments)
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August 2024 by wyatt
Scary place. Rooms dirty and in disrepair. Obviously a place where low income locals stay for an extended period. Lots of open alcohol and drug consumption. Domestic disturbance woke us up in the middle of the night. Screaming, children crying, cops hauling people away. GHETTO AS HELL!!
Safety: Not safe, be careful!!
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August 2024 by Bruce Gumz
It's not three stars. Marijuana smells fill the air, dirty carpets, and grubby ambiance. This place taught me a lesson on how hotels earn stars, cleanliness is a low priority.
Safety: Drug infested, low ambition, dirty, I could go on if you'd like. Just don't stay here please.
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August 2024 by ricky polk
I hate leaving reviews but this is really unprofessional. I booked a room for me in my family to stay after driving 2 hours just…I made it there around 11 at night…I went too check in they give my room too someone else they didn’t even care the guy at the front desk laughed at me in my wife sad then I call the manager Evan I don’t even care me in my family had too sleep in the car he told me I could went somewhere else like then hung the phone up on me….I repeat don’t waste your time going this motel they lost a loyal customer they need to fired there whole team before they get close down or fine someone who care
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July 2024 by Jayson Uhl
Great place! Clean!
