Unsettled when another guest entered room in the middle of the night while I slept. The hotel had assigned a late-arriving guest to my room causing a confrontation, which could have turned deadly. Adding insult to injury, the room phone was dead so I could not quickly call for help. Management unresponsive. Also, Everything broken in addition.
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酒店回复: Dear Michael, Thank you for sharing your feedback and for choosing to stay with us. I would like to sincerely apologize for the serious inconvenience and distress you experienced during your stay. This is certainly not the level of service or safety we aim to provide, and we deeply regret that we fell short of your expectations. Please know that your comments have been shared with our management team and relevant departments. We will thoroughly investigate this reported incident and take corrective actions to ensure the safety, security, and quality of our guest experience in the future. We truly value your input, as it helps us improve and provide a better experience for all our guests. We hope you will consider giving us another opportunity to welcome you back and demonstrate the high standard of comfort and hospitality that Sonesta is known for. Warm regards,
1.0分
家庭亲子
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ZERO STARS. This was, by far, the WORST "hotel" that I have ever had the displeasure of spending my money on. The beds were decently comfortable, but that is just about the only thing that wasn’t terrible. Check-in: There was no early check-in option; we had to wait until exactly 3 pm because "housekeeping is still cleaning." However, our rooms were still dirty upon arrival. There were several stains, some resembling old, dried blood and others like spilled coffee. Crumbs on the floor, hair in the bathrooms and on the beds, and obvious years of dust around the air conditioning units. Front Desk: There was no working printer or copy machine, and the deposit "agreement" was handwritten with a permanent marker. When we asked for a copy, the disheveled front desk employee said that we could take a picture. My husband made him write a second one. Getting the deposit back went surprisingly smooth, though. Amenities: Both rooms had no extra toilet paper, and the rolls present had been used. One room had shampoo, conditioner, and body wash but no hand soap, while the other had hand soap and a broken lotion dispenser with no shampoo, conditioner, or body wash. When we called about hand soap, we were told housekeeping would bring it, but they never did. Room Issues: One room's telephone didn’t work, and the terrible front desk employee told me I had to get towels myself since he couldn’t leave the front desk. The room carpets were dirty, and the outside carpeting was filthy as well. The in-room coffee machines had no cups, ice bucket, or actual coffee. Most of the plugs were loose or simply didn’t work. Most of the linens were stained with unknown substances. Other Problems: We were told there were no available adjoining rooms, yet one of our rooms had a door to the neighboring room that I never saw anyone use. There was a roach sighting, which landed on my husband’s sandwich. A guest had warned us about them during check-in. The cable was supposedly out due to a recent storm, but the WiFi worked. We brought our own streaming devices to try and enjoy some part of the stay. Employee Conduct: The employees were unprofessional, unprepared, unhelpful, and unwelcoming. Facilities: Only one elevator worked. The "continental breakfast" was waffles and cereal. Our keys deactivated several times over our two-day stay. Shuttle Service: The "complimentary airport shuttle" was just a Lyft the hotel calls. I confirmed the complimentary service before arrival, but it was not as expected. They told me to write my phone number on a sticky note - when my husband went down later to remind them that we had six people and nine pieces of luggage, they said they couldn’t confirm that the Lyft would be big enough and only management could order it. We had to order and pay for our own Lyfts. I’ve stayed at many cheap hotels, and at the very least, the employees were decent. Good customer service can go a long way and can be helpful in situations like this, but we didn’
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酒店回复: We're sorry to hear that you didn't have a good time with us overall. Please accept our apologies for any disappointment in the accommodations, amenities, and service that you received during your visit. All of your feedback is gratefully received and will be discussed internally. Should you wish to discuss any aspect of your visit further, please do not hesitate to reach out to us offline. Thank you, and we hope to hear from you soon.
1.0分
朋友出游
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Absolutely would not stay here even if the rooms were free. German Roaches in the room. (The little nasty roaches), Blood stained carpets, and the breakfast was horrible. I tried to contact Guest Relations which was super friendly and wanted to help but it goes right back to the manager at the hotel. They didn't care at all. I sent photos in and everything. If you get Jenn, she is the rudest employee/manager ever. She is too busy chit chatting with the house cleaners. STAY AWAY FROM THIS PLACE!
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酒店回复: Dear Jana, Thank you so much for the feedback. Please accept our apologies for any disappointment in the accommodations and service that you received during your time with us. We always want our guests to have the best experience possible, so we will be sure to discuss all of your comments internally and make improvements where necessary. Please consider giving us another chance soon.
1.0分
情侣出游
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Zero stars if possible. Room was dank, damp, and smelled of wet rag mildew. Carpet left a sticky residue feeling on your feet. No ventilation in the bathroom. The first room they checked us into was not set, uncleaned, and had dirty blankets and pillows in a pile on the floor. Then we got moved to the room described above. They require a 2nd deposit of $100 before checking in. I witnessed two guests get denied a room and no refund. Bookers beware! Very cheap, but you get what you pay for.
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酒店回复: Dear Julian, We appreciate you taking the time to leave us your feedback. Your upkeep and cleanliness concerns are gratefully received. We'll be sure to have our housekeeping and maintenance teams look into your comments further so that improvements can be made where necessary. Please consider giving us another chance soon; we're confident that we can impress you.
5.0分
其他
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Great central location near the Hobby airport for our first time in Houston TX. Clean and friendly hotel with excellent facilities and a good breakfast. Our room was upgraded for a small fee. It was large, comfortable, clean, and large bed. The area was ok and I would not be afraid to walk around outside at night. The hotel must have just changed names as some things were branded differently. Staff were very helpful. It is priced well. We would stay again in the future.
1.0分
家庭亲子
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This is the dirtiest hotel that I have ever seen. From the elevator floors, elevator buttons, Rooms, etc, there is absolutely NO effort made to keep this facility clean. Rooms were Not cleaned during our 4 day stay, even after asking the staff 4 times in which they said they would. You have to carry your towels to the front desk to get them exchanged. Our room had excessive stains in the carpet, sticky bathroom floors, urine stained toilet caulk and dark, moldy tile grout. You do not want to stay here !!
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酒店回复: Dear Ron M, Thank you for bringing your concerns to our attention, though we regret the experience you've described. Rest assured, your feedback is vital, especially regarding our property and accommodations. We assure you that your concerns will be shared with the respective teams for immediate improvements. Down the line, we hope you consider returning and giving us another chance to change your perceptions.
1.0分
其他
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Room had mold growing on walls around the window. Main elevator was closed. Required 100 deposit and required check out to receive the deposit back. Coffee ran out before end of the breakfast so was not able to get coffee before I checked out. All in all not a good experience
5.0分
独自旅行
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the rooms were comfortable and the amenities were convenient. It has a decent gym and and decent pool The location was also convenient its a 4 min drive to Hobby Airport Overall, it was an excellent hotel with great value. Highly recommended.
3.0分
其他
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I stay here on and off at least 1 time a month. I always feel safe, the desk is always friendly and helpful. Just make sure you have an extra 100.00 you won't need for time you stay or a week after as they put on hold.
5.0分
其他
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Very clean hotel. Room service was very thorough. Breakfast was adequate. Hotel staff was helpful and unobtrusive. Total price for three nights was $231.83, which made the hotel an excellent value. The location was easily accessible to major streets and highways.
Unsettled when another guest entered room in the middle of the night while I slept. The hotel had assigned a late-arriving guest to my room causing a confrontation, which could have turned deadly. Adding insult to injury, the room phone was dead so I could not quickly call for help. Management unresponsive. Also, Everything broken in addition.
ZERO STARS. This was, by far, the WORST "hotel" that I have ever had the displeasure of spending my money on. The beds were decently comfortable, but that is just about the only thing that wasn’t terrible. Check-in: There was no early check-in option; we had to wait until exactly 3 pm because "housekeeping is still cleaning." However, our rooms were still dirty upon arrival. There were several stains, some resembling old, dried blood and others like spilled coffee. Crumbs on the floor, hair in the bathrooms and on the beds, and obvious years of dust around the air conditioning units. Front Desk: There was no working printer or copy machine, and the deposit "agreement" was handwritten with a permanent marker. When we asked for a copy, the disheveled front desk employee said that we could take a picture. My husband made him write a second one. Getting the deposit back went surprisingly smooth, though. Amenities: Both rooms had no extra toilet paper, and the rolls present had been used. One room had shampoo, conditioner, and body wash but no hand soap, while the other had hand soap and a broken lotion dispenser with no shampoo, conditioner, or body wash. When we called about hand soap, we were told housekeeping would bring it, but they never did. Room Issues: One room's telephone didn’t work, and the terrible front desk employee told me I had to get towels myself since he couldn’t leave the front desk. The room carpets were dirty, and the outside carpeting was filthy as well. The in-room coffee machines had no cups, ice bucket, or actual coffee. Most of the plugs were loose or simply didn’t work. Most of the linens were stained with unknown substances. Other Problems: We were told there were no available adjoining rooms, yet one of our rooms had a door to the neighboring room that I never saw anyone use. There was a roach sighting, which landed on my husband’s sandwich. A guest had warned us about them during check-in. The cable was supposedly out due to a recent storm, but the WiFi worked. We brought our own streaming devices to try and enjoy some part of the stay. Employee Conduct: The employees were unprofessional, unprepared, unhelpful, and unwelcoming. Facilities: Only one elevator worked. The "continental breakfast" was waffles and cereal. Our keys deactivated several times over our two-day stay. Shuttle Service: The "complimentary airport shuttle" was just a Lyft the hotel calls. I confirmed the complimentary service before arrival, but it was not as expected. They told me to write my phone number on a sticky note - when my husband went down later to remind them that we had six people and nine pieces of luggage, they said they couldn’t confirm that the Lyft would be big enough and only management could order it. We had to order and pay for our own Lyfts. I’ve stayed at many cheap hotels, and at the very least, the employees were decent. Good customer service can go a long way and can be helpful in situations like this, but we didn’
Absolutely would not stay here even if the rooms were free. German Roaches in the room. (The little nasty roaches), Blood stained carpets, and the breakfast was horrible. I tried to contact Guest Relations which was super friendly and wanted to help but it goes right back to the manager at the hotel. They didn't care at all. I sent photos in and everything. If you get Jenn, she is the rudest employee/manager ever. She is too busy chit chatting with the house cleaners. STAY AWAY FROM THIS PLACE!
Zero stars if possible. Room was dank, damp, and smelled of wet rag mildew. Carpet left a sticky residue feeling on your feet. No ventilation in the bathroom. The first room they checked us into was not set, uncleaned, and had dirty blankets and pillows in a pile on the floor. Then we got moved to the room described above. They require a 2nd deposit of $100 before checking in. I witnessed two guests get denied a room and no refund. Bookers beware! Very cheap, but you get what you pay for.
Great central location near the Hobby airport for our first time in Houston TX. Clean and friendly hotel with excellent facilities and a good breakfast. Our room was upgraded for a small fee. It was large, comfortable, clean, and large bed. The area was ok and I would not be afraid to walk around outside at night. The hotel must have just changed names as some things were branded differently. Staff were very helpful. It is priced well. We would stay again in the future.
This is the dirtiest hotel that I have ever seen. From the elevator floors, elevator buttons, Rooms, etc, there is absolutely NO effort made to keep this facility clean. Rooms were Not cleaned during our 4 day stay, even after asking the staff 4 times in which they said they would. You have to carry your towels to the front desk to get them exchanged. Our room had excessive stains in the carpet, sticky bathroom floors, urine stained toilet caulk and dark, moldy tile grout. You do not want to stay here !!
Room had mold growing on walls around the window. Main elevator was closed. Required 100 deposit and required check out to receive the deposit back. Coffee ran out before end of the breakfast so was not able to get coffee before I checked out. All in all not a good experience
the rooms were comfortable and the amenities were convenient. It has a decent gym and and decent pool The location was also convenient its a 4 min drive to Hobby Airport Overall, it was an excellent hotel with great value. Highly recommended.
I stay here on and off at least 1 time a month. I always feel safe, the desk is always friendly and helpful. Just make sure you have an extra 100.00 you won't need for time you stay or a week after as they put on hold.
Very clean hotel. Room service was very thorough. Breakfast was adequate. Hotel staff was helpful and unobtrusive. Total price for three nights was $231.83, which made the hotel an excellent value. The location was easily accessible to major streets and highways.