From the first call for the shuttle for this hotel, I knew it was not going to be the best experience. I asked where the shuttle picked up at the airport and the front desk said "wherever he pulls up." It was a downhill slide after that. I explained to the front desk woman that I was just getting over the flu and had two aneurysms on my aorta. She obviously saw I was carrying over 100 pounds of luggage yet the first room I was given was on the second floor, exterior unit, no elevator. Walked all the way back to the front desk and was issued a room at the back of the property. The room should have been an out of service room because it did not have toilet paper, a remote, clean sheets and the coffee maker was so nasty I could not believe anyone would drink anything out of it. There were unclean dishes in the dishwasher and stains on the floors probably decades old. When I called down to the front desk, they told me that I had to walk back there to get the room supplies that were not in the room. The GM refused to change my room and suggested if I did not like it, I could "go down the street to find another hotel." Finally after a hour the GM brought a remote and toilet paper. I did not notice the clogged sink with the rancid water or shower with trickling water flow until later. The GM said the night crew would change the dirty, nasty sheets but when I checked there was no top sheet. I overpaid almost $100 for my out of service room and was told to speak with the front desk manager at checkout. When I explained the multiple problems with the room, I was told there are "no refunds." When I reported people came into my room when I was sleeping I was informed "there is no security." I really feel ripped off and totally screwed with the entire experience at this hotel. I have stayed in at least 1000 hotels all over the US for business and pleasure. It is the first time I have been given such an out of service room with absolutely no concession for the problems. There is no customer service at this hote if there are any problems so I would suggest staying elsewhere else.…
Yes, this is an older property that could use a bit of updating. It is not run down by any means. It just has some signs of wear and tear. My room was quite nice. It was clean, comfortable, and very well equipped. I had a very good night's sleep. I was pleasantly surprised by how quiet it was considering it was so close to the freeway. The location of this hotel is one of it's biggest selling points. There are numerous restaurants within a short distance, it is close to the airport, and for me it was about close to Cuyahoga Valley National Park. I was out the door and in the park in under 30 minutes. Combined with having a kitchenette in each room, this is a very good option for families going to the park...or flying out of the Cleveland airport (there is a shuttle). The one minor gripe I have about my stay was having to wait in line at the front desk to check in as everyone had to fill out a registration sheet...even guests with rooms reserved in advance. I stay in hotels 20-30 nights a year. I do not remember the last time I had to fully fill out a registration form. Usually most of the data is populated in and you just need initials/signature. The process here really slowed things down.…
This place has changed. It used to be nice. My family and I stayed here in June. The room had the smell of feces and an ANT INFESTATION!!! The front desk offered no assistance. The reply was “maintenance has already left”. Do not stay here !! I sent an email via Sonesta’s website and the parent company RED LION distanced themselves because it’s a franchise. I contacted the manager, who only said “I’m sorry”. Not very customer service oriented.
The grounds of this Sonesta really had me questioning my reservation. Limited handi-capped parking and access. Grounds were rather dirty and dark. The lip on the door threshold was raised making wheelchair access difficult. The studio room was clean and comfortable. If you have mobility limitations call early as they have very few rooms suited for wheelchairs.
This was the WORSE stay I ever had in my entire life. Not only was the Front Desk Girl act annoyed and angry because I was checking in, got the same attuite the next morning from same person, Carla, but the day I left, I started having ID Thief on my credit card. They must have stolen my information when I was walking my dog; I even remember when I got back to the room my door key was dead; guessing they program a new one for THEIR use. STAY AWAY FROM THIS PLACE; PLEASE!!!!
I have been staying here for months, and this is hands down the WORST hotel chain in North America; honestly, I would expect better service at a Motel 6. If you are heading into town, I would recommend The Crown Plaza; it’s cheaper and much nicer; the amenities are 1000X nicer, they have hot food, and the staff is not RUDE, LAZY, or STUPID; heck you can go down the road five minutes and stay at The Best Western Plus for $50 a night and have much better amenities and a well-trained staff. It really shows what larger chains offers when it comes to Human Resources and Training Programs, and their parent company is heading into bankruptcy; hence why their prices are too high. I have several hundred hotels stays under my belt, and a hotel lobby should be welcoming and inviting, this one looks like a large storage closet/abandoned building/war bunker. They have stacked up furniture everywhere, garbage/empty boxes all over the place, and 10+ signs saying no guest access. Then when you get into the staff, it gets WORSE, much WORSE. Carla, The President/CEO of Sonesta Hotels (in her mind), has absolutely no business being in Guest Services, and you have to deal with her STUPIDITY, RUDENESS, and LAZINESS 80% of the mornings here; and talk about getting your day off to a HORRIBLE start; and it’s a race situation since I am white. If you need to get anything complete and she is working, your best bet is to wait till she leaves for the day or find a work around. She will literally talk in circles and confuse you, just so she can avoid doing any type of labor (she actually steals your intelligence and drive), she gets ANGRY when she has to get off her chair; grant it, she is normally sleeping in that chair, hiding behind a sign; hence why I was order not to use the dinning-room/war bunker entrance for coffee, and instead have to walk all the way around the building in the cold (she can’t hear me come in when I use the dining room entrance). I had an employee STEAL a package delivery, and then I got stuck working with the WORSE management team in the world. I was accused 6 different times of running a scam for $48; Please, I make 5x that in the amount of time it took to correct the PETTY THEFT. Santo demanded proof the package was delivered, which I supplied immediately, then 3 messages at the Front Desk and 1 phone call later zero response, I finally called corporate, sure enough, Santo calls the next morning ANGRY because I call corporate. When I first got here two months ago, I stayed right next to the noisy highway that pours pollution out, can’t be healthy, so I moved to the other side of the property, when I checked in the first time, I was given one key, on the second one, I was given two keys by Elissa. With the known THEFT problem here, I was straightening up for the 3rd time, since housekeeping was a no-show/no-call for two appointments earlier that week, and realized, I better grab that second room key before housekeeping STEALS it, low and behold, either maintenance or housekeeping ALREADY STOLE it. So, for weeks now, there is a second room key floating around with the employees; SCARY. This place is so HORRIBLE, I had to file a Police Report. PLEASE, click back on your browser NOW; Thank you!…
We stayed here for a night in February and found bedbugs on the property. We checked in at 10p and left by 6a. As soon as I found out they were bedbugs I let management know and told corporate. Photos of the bedbug were provided and they denied they have them and have done nothing. Beware if you stay here.
Looks like it was built in the 80s and has not been updated or maintained much since then. Staff was friendly and location was good. My room (521) had a horrible overpowering smell of a cleaning solution that you might use to overpower the smell of dog or vomit or csi or something like that.
The hotel is fine - good for extended stays and one of the few places that allows dogs - but if you are just staying for a brief period, you can do a lot better. Breakfast during Covid times was a guy handing you some choices you take away (not sure what else they can do but worth knowing). There are signs on every surface saying masks required but no enforcement...even employees not caring about this for themselves. Pretty run down in some places, too.
Room had plenty of space but was mediocre at best . Had a full kitchen but many items were missing . A spatula, a small pot, dishtowel, sponge, dish soap etc… floors had stains and were uneven . We did not have a remote for the fan but they brought us one and had the maintenance man fix the broken toilet seat as well . First night was fine . We came back after a long day of exploring Cleveland to find our A/C had stopped working . We slept in a room that was 85 degrees and sleeping was terrible . Thankfully I had a fan bit it really did not cool us down . They did take something off but being that none of us slept I feel like something more should have been done but I was tired and cranky and did not feel like fighting . Just very disappointed in the whole experience.
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