Sonesta ES Suites Reno

BAD! Like to book a room with front desk. Apparently ruffled feathers , maybe not staffed to answer phones any longer, as I always have done so in the past. Wont make that mistake again, as we will not stay here again. I sang their praise 6 months ago and couldn’t understand why so many negative reviews. We had stayed here MANY times in 2023 and we were always satisfied. Now I understand the negatives. Check in staff, no “hello”, no smile, not at all friendly and welcoming. The cement walk way into the back entrance in “Bldg A” where we were asked to park and enter was deplorable! I didn’t want to walk on the filthy surface. Sticky and grimey with multiple LAYERED spills of ? The rug inside, down the hallway and on the elevator were soiled and tired. After unpacking, used the toilet, and the handle of the toilet wasn’t “connected” and wouldn’t work. My husband had to remove the toilet tank and pull the pump up manually. Saw it was broken and had been taped. Went to wash his hands and NOT one sliver of soap on the sink to do so. After looking around there was 3-4 large dark brown spots on the carpet next to the bed that a good shampoo probably would have removed. Went to the front desk, same clerk. No “I apologize”, nothing. Moved us , handed me some soap and we moved rooms. Our second room was acceptable, there again dirty hall rugs and somewhat not so clean rug, but we made do. Yes we have a small dog, and yes I’ve come to the decision that being “pet friendly” doesn’t mean a thing, just a higher pet fee. just means discrimination to pet owners. Just put us in dirty rooms. Yes this property has a nice and usually clean lawn for pets. That’s it. We are done here.

One hundred percent satisfaction We’ve stayed here at least 5 times since Summer of 2023. I can’t believe the reviews on this site that I’ve just read! I’ve left a GREAT review upon every stay……where are they? This is the most hospitable, clean, safe place I’ve stayed in! Great for dogs. Nice green grass kept up and clean for them. Great reception, easy check in. Good location within walking distance of restaurants. Will be staying again.

WORST HOTEL EVER The is absolute the WORST hotel I have ever stayed at! The customer service upon check-in was awful! The room and floors were EXTREMELY dirty! The shower was filthy! The bedding was also soiled, especially the comforter! I had the representative come look and she was mortified. She said she would bring back new bedding and brought back a sheet and fitted sheet and I had to change the linen. There was no extra comforters or blankets so my husband and I were cold during the night. DO NOT BOOK HERE IF YOU ARE LOOKING FOR A COMFORTABLE PLACE TO STAY! It is not worth the money you may save.

Neglected property, dirty, do not stay here until Sonesta helps get it back on track Don't be fooled by the pretty pictures of this property, it is a very dirty property. The common areas had food left on the floors for several days such as cereal, outdoor trash areas were overflowing and the floors in the main area and in the kitchen areas of the room were sticky. The free breakfast isn't meant to be a gourmet meal, but this was sad. There were a few pieces of bread, cold English muffins and a cereal bar. By far the worst part of the breakfast was the eggs. They were cold and apparently they take them out of the fridge and plop them into a warming pan and let them sit and basically they are cold and don't warm up. The rooms themselves are decent in that the space provided is generous. We had two bedrooms and a total of five hangers. The pillows are flat, like I've never seen before. The windows had stoppers in them and could only be opened slightly, and the window sills were full of dust and dirt. They were gross to touch. The bathtub felt like it was going to fall through the floor, it felt very unstable. This property used to be a Residence Inn and it's now part of Sonesta ES and their brand is very nice and I had high hopes for this property. Stay away from this property, do not stay here, it's a mess and feels like it's being neglected. . I've reached out to Sonesta and they take feedback very seriously, if you've stayed here please let them know your experience so they can help this property reach the standards of Sonesta.

Poor customer service, liars, unprofessional Terrible management, awful disrespectful staff. The supervisor (Susan) let herself into our room and demanded we leave despite having a booking for 4 days. She was rude and condescending, so was the front desk when I called to ask about what I had just experienced. I emailed the manager and her responses were dismissive. Not one person I spoke with apologized. Additionally, first floor rooms are extremely noisy. You can hear everything outside, people talking, dogs barking, the front door being opened and slammed. You can also hear the people upstairs slamming cabinets and stomping their feet. Dirty, yellow bathroom tiles. Dirty pillow cases. The surfaces were sticky, had to wipe everything down. The headboard was sticky and had splatter marks, no pic had already cleaned it. Hotel gives the appearance it's nice but they cheap out on paper towels and tissue. Update: My husband went to the front desk to speak with the general manager face to face, the first 3 times she was in a meeting. Most likely talking to her staff about this incident. He went back later in the day, the front desk went to the back office, was there a long time then came back to tell my husband the manager had already left. We never got an apology, just a lot of excuses. I don't believe she already went home. My husband did speak with Susan who said the whole thing was a misunderstanding, that she only peaked her head into the room and spoke to me nicely, and that she didn't know we had consecutive bookings until she went back to the office. I can't say I'm surprised for the lies. It's disappointing. These people shouldn't be in hospitality. In fairness the room is nice, but this place has such awful management that's what's the cause of most of the bad reviews.