ComplaintsforSonesta ES Suites Cleveland Airport
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Complaint Details
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Initial Complaint
10/24/2024
- Complaint Type:
- Facilities Issues
- Status:
- Unanswered
Women beware. I should've checked in when I first landed earlier in the day but I've never had any safety concerns while checking into a hotel at night.. I would’ve had time to find a better hotel.. You get what you pay for really set in this time. I checked in at 10 pm after spending time in the city and was given a room where the sliding glass door just pulled right open, latch didn't hook.. Red flag because there's men walking around the property aimlessly (one was just watching as I got out of my car). No problem. I go back and ask front desk (Jessica) if there’s maintenance that i could show about the latch and she responded saying she was the only one at the hotel. I then ask for another room and was told she only had a dirty room that I could go to.. I stepped away to make a phone call and Jessica eventually said she found another room. I go to that room to find the front door literally propped open so I didn't go in. I ended up sleeping in my car until I flew back out the next morning. Jessica said she’d have to wait until the morning for her manager to approve a refund. Every morning I call, the manager Christine is “in a meeting”. With all that said, it also should have been a red flag that out of all of the time no one was inside with us, it was not until men had came into the check in area behind me that Jessica then asked my personal details and said aloud my room number. With all of the stories of front desk agents working with trafficking rings, I wouldn't be surprised if they're on the news next. Shame on Sonesta corporate office for how they treat safety concerns at their locations. No call to check on how they’re failing. It’s one thing to complain about dirty rooms but safety needs to be handled a different way. A serious investigation needs to be had at this location.Initial Complaint
07/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On February 20, 2022, I reserved a room w/a special promo pkg for check-in Friday, June 24th, check-out Sunday, June 26th and received a confirmation number. The promotional package was a discounted rate of $109.00/night for a double queen room, a grab bag breakfast and free shuttle service to and from The Ohio Scottish Games. The total bill for the stay would have been $253.98 with taxes. In March, I called to confirm w/the hotel because a deposit had not been charged to my account. The hotel clerk stated that the reservation was confirmed and that I would be charged at check in. The promo package was also confirmed. I also checked the reservation online on Monday, June 20th and it was confirmed. When I arrived On Friday, June 24th, I was told I did not have a reservation and that there were no rooms available. I showed the clerk my printed confirmation but she was unable to locate it in the system. The manager got very irritated and rude. She told me that I must have made the reservation w/another location even though the paperwork showed it was w/her hotel. She rudely stated that she did not know what to tell me and that I would have to try and find another hotel because she was not giving me a room. I asked for the corporate number which she rattled off very quickly. I phoned corporate and they were able to see the reservation and could not understand the issue. A liaison from corporate phoned the hotel and after about 15 minutes on hold, I was informed that even though the reservation had been made and confirmed, the hotel was sold out and could not give me a room. The representative from corporate did find me a room at another ******* ****** but the price was $429.16 w/taxes ($175.18 above promo). I have contacted Sonesta w/problem; I am unable to get any resolution. I also lost $40.00 in special event tickets. The whole situation stressed me out and ruined my weekend. I would like a refund for room and loss of special event ticket price.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.