Sonesta ES Suites San Antonio Northwest - Medical Center

Don’t stay here unless you like expensive dirty, smelly rooms. Made reservations for this dump, picked up the keys to find a disgusting, musty, urine penetrated nasty room. It was the most disgusting room we had EVER seen. I went to the front desk to request a refund after deciding we’d rather sleep in the car. The rude, unprofessional staff refused to accommodate. They even threatened to call the police. I actually think someone is taking money off the top to charge that kind of money for a dump. We ended up going next door to the clean nice Westin and it was much cheaper. It was a horrendous experience. This Sonesta must be as a family owned place. Even the lobby was nasty, but thought we give it the benefit of the doubt. I wouldn’t even stay if it were free. No reputable hotel would have that level of customer service.

Basically unhappy with stay We were charged for parking on a surface parking lot, which we found out when we checked out. They also charged us for the room even though we used reward points. It was corrected in the end but stressful for several days. Everyone we talked to at front desk was very unfriendly. Breakfast was good and worker friendly there.

NEVET AGAIN I reported all the following reasons to the front desk that was rude and then when I reported it to the corporate office they said there was nothing they could do either. I would not recommend this place to my worst enemy. I had previously stayed at this hotel and enjoyed it so much we returned. But whatever has happened in the last two years is horrible. The only reason we could not move to another hotel is because we had already paid over $1300 to stay here and they refused to pay to move us or refund anything more than $100. 1. The air conditioning in the 3rd floor hallway never worked. Making the room temperature hot. So hot I had to buy a fan. Called to get someone to check on the ac but we would need to leave the room after my kids had already gone to sleep. 2. The freezer did not work or I should say worked when it wanted. Making the ice a solid block and our ice cream soup then mush. 3. Two tv remotes were broken. 4. Bugs crawling on the walls on four occasions. 5. No paper towels, dishwasher tables/liquid in kitchen upon arrival or ever due to no room service. Room service needed to be requested 24-48 hours in advance. When checking in I requested it daily. I was told that could not happen so it never happened. 6. Trash cans were so small I had to buy my own garbage bags that no one ever picked up until after we left because there was no room service. 7. Other rooms trash as left out side their doors in hallway for days. 8. No towels at the pool. 9. There was dog poop everywhere. Another guest stepped on it on the side walk. 10. All the dishes and in the cabinets were covered in dry food. Probably because there was no dishwasher cleaner in the room. 11. After two days, there was very little water pressure at 9:00 pm. We could not take a shower or flush the toilet. I called the front desk and again we would need to leave the room. My kids were asleep. They refused to come check the room. Made an appointment for the next day at 1:00 pm. We return to the room the next day at 3:00 pm and someone knocked on the door saying we weren’t supposed to be there. The appointment was at 1:00. No one ever checked the water because again we were in the room. 12. On our last night after all of the other things had happened, we went to exchange our towels to take a bath. We were told there were no towels. They would bring some up if and when they had any. 13. At breakfast there were pancakes but I hope you don’t need syrup to go with because there never was any. Also when one worker takes off and is the only one with a key for the juice machine they is no juice at breakfast.

Employee recognition needed Desiree was a wonderful help when checking in and during our stay. She has an amazing personality and was so welcoming. I can guarantee that if all your employees were as wonderful as her, everyone would have a wonderful experience. I hope management takes the time to recognize and reward her for a job very well done.

Beware of this hotel!!! I would advise people to rethink booking a stay at this hotel. Our stay started off on a rocky road when the manager knew nothing about a price that was quoted to us over the phone. We were advised that the room rate was an additional $60 since room rates change daily. To top that off, We were informed that there was a charge of $5 per day for the privilege of parking in their parking. There was no sign anywere at the front desk or in the lobby. I asked how someone would know that and was told it is on the website. Not to be found by me! At check out, I asked for a written copy of my receipt and was told that couldn't do that since I booked through Expedia and would get an email copy from them. Over 24 hours later, no copy of the charges for this 2 day stay. I have never been denied a copy of my bill and I have traveled all over the world. The worst experience I have ever had.