Sonesta Reviews 

My child and I arrived at the hotel and given a key to a room that was already occupied. We were startled, confused and worried. We went back to the desk. Victoria and Calvin(Manager) apologized. The associate gave us the room next door. There was no refrigerator, remote control, or hot water. Additionally, the bedding was stained. I called downstairs about the refrigerator and remote. Calvin said maintenance would bring them up. Maintenance brought just the remote, and was rude when he did. He pounded on our door and said nothing, just handed the remote. I called back and was told Calvin had left. The associate said she would move us again. She also said she’d check the room. We came to the desk, got the key. When we opened the door the room wreaked of a smelly dog. It was absolutely awful. We went straight back to the desk. She asked us to take a seat in the lobby. Now she is no longer being nice or polite. She’s rolling her eyes, being short and not extending eye contact. She hands me the phone, and doesn’t really say much. Calvin is on the line. I explain what happened and mention again we’ve been traveling for 13 hours, it’s late and we’re tired. He responds by saying he’s been working 16 hours. At that point, I’m so put off and feel very disrespected and invalidated. I respond by saying I’ve paid for a service and amenities I am not getting, which is most certainly not the same. When I questioned the lack of customer service he says he is solution focused. However, he left the property without solving the problem and we were paying customers who were forced to wait in the lobby at 11pm because the property was not well maintained. Additionally, you can be solution oriented and still extend customer service. We couldn’t even change hotels because everything was sold out. Currently, the refrigerator doesn’t work, we can’t sleep under the covers because of the bedding, there is no hot water and no one has followed up with us. This stay has been a nightmare. I was informed the manager from William Tell Sonesta would be taking care of this issue. Also was told via email that Sonesta was investigating and would follow up. It’s been several days since I submitted a complaint and no one has followed up from Sonesta.

After settling in for the night at the Sonesta Gardens on East 64th, I was startled by my wife screaming at the site of mice running around in our hotel suite.

Instead of jumping into action and immediately carrying our bags to another room, a man was dispatched to try and kill the mice while we sat and waited with our feet up.

For an $800 suite in an establishment that advertises itself as a "boutique hotel on the Upper East Side" offering "ideal services and amenities to make sure your experience in NYC is just right" and "crafted with our hotel guests in mind", mice must be part of the "charm", one might even expect the GM would have taken time to meet us upon check out. They didn't. Just a thank you and our bill.

Some flags understand the meaning of hospitality, Sonesta does not seem to be one of them.

**⭐☆☆☆☆ (0/5 Stars if I could)**

I wish I could give this hotel **0 stars**.

My family and I have been staying at **Sonesta Simply Suites, 41 World's Fair Drive, Somerset, NJ** since **June 26, 2026**, and this has been one of the worst hotel experiences I've ever had. We specifically booked this location because it advertised itself as an **extended-stay hotel**, as we needed housing for more than three months. After paying through Booking.com, we arrived only to be told there was an additional **$200 security deposit** and that we could only stay for about 25–28 days before having to check out for **72 hours** and then return. That completely defeats the purpose of an extended-stay hotel and was never made clear when we booked.

During our stay, we've dealt with running toilets, bugs, flying roaches, unpleasant odors, and what appear to be bug bites. Every day I have to ask for basic necessities like clean towels, and I'm often made to feel like I'm inconveniencing the staff simply by requesting items that should be expected when staying at a hotel.

To make matters worse, I personally witnessed what appeared to be people using drugs on the back patio area. As someone traveling with my family and a young child, this made me feel extremely uncomfortable and unsafe.

The customer service has been just as disappointing. General Assistant Manager **Mihir** gave me a phone number to call for assistance. When I called, I repeatedly reached the same customer service representative, who kept telling me to hang up, call back, and dial **0**. I followed those instructions **five different times** and still never received any help. I eventually went back to the front desk asking for another number, where I was once again treated poorly and told that Mihir had already left for the evening and that I would have to wait until the next day.

I also want to recognize **Kendra and Jessica**, who were the only employees who consistently treated me with kindness, professionalism, and compassion. They genuinely tried to help, and I appreciate them.

Unfortunately, my experience with **Angela** was the complete opposite. I felt she spoke to me in a disrespectful and dismissive manner during multiple interactions. One encounter left me so upset that I actually cried. I have never felt so unappreciated or unwelcome as a paying guest.

I've spent **over $3,000** during this stay, and I genuinely feel that my family deserved much better. I have even found myself **boiling Pine-Sol just to help mask the odor in our room** because the smell has been so unpleasant.

I have taken **numerous photographs documenting the conditions**, including bugs in the window, the bite marks I suffered during my stay, and the prescription medication I was given to treat those bites. I also have photos of other issues throughout the property. At this point, I have **chosen not to post those photos publicly because I was hoping the hotel would take responsibility and resolve these issues privately.** However, if my concerns continue to be ignored, I am fully prepared to share my documented experience so that other travelers can make an informed decision before booking.

If it weren't for booking through a third-party site, I would have checked out immediately. I honestly feel I would have been better off staying at a local motel.

If you're traveling with family or children, I strongly encourage you to think twice before booking this hotel. Based on my experience, this property has fallen far below the standards I expected from the Sonesta brand. I sincerely hope corporate takes these concerns seriously and addresses them so no other family has to endure what mine has experienced.update !! I checked out and forgot one of my personal belongings!! I went back to the front desk and asked ANGELA if she could see if my things were in the room because I believed i forgot it there. She refused saying come back tomorrow!! I literally had to call the police. Lo and behold when the officer opened the door my device was there! All she had to do was assist she is mean and nasty for no apparent reason!! Don’t book here at all !!! Disgusting!!!!

I've stayed at Sonesta in Doral several times, and every visit has been outstanding. The staff always goes above and beyond to make me feel welcome, and they've even accommodated me on short notice when I didn't have a reservation. Everyone is genuinely friendly, professional, and eager to help. The hotel itself is beautiful, clean, and very well maintained, with excellent facilities. I always look forward to staying here and highly recommend it to anyone visiting the Doral area.

On June 19-21st, my family and I stayed at the Sonesta ES in Williston, VT.
We were there to celebrate my daughter's graduation from Neurology Residency at the University of Vermont Medical Center.
When we arrived, our toilet was dirty and caked with feces. The security lock was broken.

The shower curtain rod was broken, which didn’t allow the curtain to close completely; hence, water was on the floor. Towels were soiled and stained.

We called for another set, and they said someone would deliver them. They never showed up! The lamps didn’t work, and one had no bulb.

So discouraging, as this place has a lot of potential.

The management has to do better!

I am requesting a full reimbursement of the money we paid for this stay and for the $100.00 security deposit, which was never credited back into my account.

Stayed at Regency Miami Airport by Sonesta after a long flight from London and got to the hotel late 22:00.
Checked in and dumped my bag then went to the bar for a couple of G&T's before bed.
When I checked in they put a $15 charge on my card so I told the barman to put the drinks bill on my room but he said the bar was seperate and I had to pay there so I paid with my debit card.
When I got home I checked my account and noticed
3 bills for the hotel, 1 for the room, 1 for my G&T's and the other was for food which I hadn't had.
I contacted the hotel and they eventually sent me a copy of a bill for food and the time was 19:45? I told them to see when I had checked in (22.00) to prove thatthe bill was not mine. That was 2 weeks ago and they are still giving me the runaround.
I will now have to start a fraud dispute with my bank.
Be careful in the hotel bar as Carlos the barman put a bill on my card probably for the woman he was chatting up.

The hotel in Kansas City, MO, is simple but well equipped to receive us for any purpose. I stayed for my Graduation at the university and I stayed from 7 to 11 of May;2026. I am very satisfied with the facilities and service. Thanks!

I booked this hotel in Chicago 4 months ago. When I arrived they made me wait 2 hours in the lobby while the room was cleaned. They then informed me my reservation had been cancelled because the payment was declined by my credit card. I offered to pay in cash but they wouldn't accept it. They told me they tried to call me but couldn't get through because I was flying at the time. They left me high and dry without any help whatsoever. If your a tourist beware!!

I stayed at this property for close to a year, and I want to give a balanced review. The front desk and customer-facing staff were generally helpful and professional, and I appreciated their day-to-day support. Jay is honestly one of the best customer service people I've ever encountered, and overall the entire front desk staff was phenomenal.
Unfortunately, my experience with management toward the end was frustrating. I was previously told not to smoke in the room and not to come through the front entrance after smoking. I followed those instructions by going outside and away from the entrance. However, management later asked us to leave suddenly after smelling smoke outside coming from my direction, even though I had tried to comply with what I had been told. I wasn’t given an opportunity to explain, which was disappointing and ultimately prompted this review.
During my stay, there were also recurring issues such as strong pet and smoke odors in hallways and stairwells, occasional fire alarms due to people smoking in their rooms, and cleanliness concerns in common areas. These issues made the enforcement of certain policies feel inconsistent.
I understand management has the right to enforce their policies, but clearer communication and more consistent application of rules would have made a big difference, especially for long-term guests.
Overall, I appreciated the front desk staff, and I hope management works on consistency, communication, and compassion, particularly given that these decisions directly affect people’s housing.

I was staying at the Noel Road location in Dallas Texas

We booked to stay at the Royal Sonesta in New Orleans over Christmas, check in was happy and friendly but unfortunately the only happy part of the 7 days we were in the hotel. The room was smelly and had mould growing on the wall, the pool was blue for the 1st day then turned green as something was broken and the pool couldn’t be used. The hotel had no coffee for 4 days for guests use in rooms - they were or course able to sell you coffee for $5 in reception . Despite numerous complaints they never resolved anything and when we checked out , we also found they failed to credit the daily food and beverage credit - and still have not done so despite somebody reaching out to us to ask why we were unhappy. For the price paid it was terrible

DO NOT STAY AT THIS HOTEL. CANCEL YOUR RESERVATION. I have never written a google review, but for the first time I feel compelled to do so. This hotel has, in my opinion, a serious bed bug problem. If you have plans to stay at this location during the holidays, CANCEL YOUR ROOM. Find a different hotel- even the most expensive hotel will be cheaper than treating your home for bed bugs. We stayed at this location last week, and my fiancé woke up with what looked like bed bug bites. Management moved us to another room and had a pest control company come inspect our original room- they said they found no evidence of bed bugs, and we then left the hotel. We had put the clothes that had been sitting out in the room in a garbage bag, and when we then opened the bag we found live bed bugs (photo attached- this coat had been laying out on the couch in the hotel room). I contacted the hotel again to notify them of the presence of live bugs, and they said that because the pest inspection had found no evidence of such they would not be taking further action. I was shocked. This hotel had a documented bed bug outbreak that needed to be treated in September and I believe twice in October of this year. A person who worked there also told us there had been other patrons who experienced what looked like bed bug bites, but the pest control company determined it was not bed bugs - I do not know if the hotel then treated the rooms, but it seems likely they would not have done so. As such, it seems probable to me that in addition to the documented outbreaks above, other patrons have experienced the clinical manifestation of bed bugs that the hotel may have then ignored. I escalated this to corporate, and the hotel eventually refunded us the cost of the room, but they did not do anything to treat our luggage and I have received no confirmation that they appropriately treated the room. We had to throw away our luggage and ruined several nice, wool items of clothing by treating everything at high heat.
If anyone experiences bed bugs while staying at this hotel, they can file a complaint with the rental division of the Howard county public health department- 410-313-1830.
DO NOT STAY AT THIS HOTEL. It is not worth it to bring bed bugs home to your family.

I stayed here a week to avoid traveling 45mins to the location i was going to be working at for the time. The rooms weren't the bad then again they could have been a bit better. The fact that I had to go buy my own bath towels was by far the worst. I was told to return dirty towels to get clean ones. Once I did that I was told they were running low on bath rags to check back later. I was there for a week I never did get any more bath rags after my 2nd day. Everyday it was the same thing (check back). This caused me to have to go and purchase my own. Also there was a smell coming from the dishwasher, which had settling brown water in it. I was told it needs a drain pipe 🙄. There was no ironing board available and the bathrooms were small and in need of an upgrade. You have to hold the toilet handle in order for it to flush 😳 and the floors well let's just say I kept my slides on the entire time. My very 1st day at the property after checking in and leaving the property 10 mins after i left a housekeeper just walked into my room unannounced with linens as my husband was in the bathroom. Without knocking or announcing themselves at all 😵. That was concerning 😟. Also on 11/25/25 @ 6:50am all the power in the property went out which hindered me from getting ready for work. I can't iron, can't cook, can't the bateoom is so dark i can't hardly see in the shower. The power came back on at 7:20am I had to be at work at 8am luckily i was working 5 mins away. I did see an electrician's truck maybe they were working on something but still it was an inconvenience. Otherwise the fact that the staff all sit out in front of the laundry room with most of the staff living on the property. The roads have holes in them right in front of the office. Other than that I enjoyed the stay. The rooms were fully stocked clean enough to be comfortable (besides the floors) with a few small adjustments and I'd definitely stay here again. It has a nice location and the grounds were kept up nicely I do have pictures and videos.

5075 S Priest Dr, Tempe AZ 85252. Even though the room and location was good, the big problem is they nickel and dime you with parking fees. We booked a 4 night stay but due to the plane problems we missed a day but they still charged us for the night we missed. We booked through Priceline with the "Express Deals" option so we didn't even know what hotel we were getting until after we paid. Priceline never mentioned that there was a $5 a day parking fee. They even charged us with a $5 parking fee for the day we missed, which obviously we didn't park there. To make matters worst they even taxed us on the parking fees. I searched many hotel websites and they are not very clear on the parking unless you do a lot of digging. I even went on WWW. Sonesta. com and tried to book a new room and I got to the payment page and they did not charge any parking fees on it. Even on their website, you have to dig to find the parking fees. I would not recommend them because of this practice.