TripAdvisor Traveler Rating

I stayed at this property because my flight was canceled so the airline accommodated me here. Upon check in we asked the front desk agent if we are able to use the meal vouchers that the airline provided along with the hotel voucher, which the agent said "yes" and took our phones to validated them. Few minutes later, she gave back our phones and gave us 2 internal vouchers to use it at hotel. Few days later after we checked out, we realized that we've been charged for the amount of those vouchers. When we called the hotel, the same lady answered and tried to help us but unfortunately she couldn't despite was her fault for not doing the correct procedure with the meal vouchers. I understand that part because this agent didn't have enough experience at the property, but what annoys me the most is that there wasn't any MOD or supervisor around in order to help her. I can't believe that this agent told us there wasn't any MOD or supervisor and that I have to wait until Monday to get a call back from accounting in order to sort this out. How do you expect that the agent is capable to succeed or provide a customer service if there isn't an appropriate supervision or training? This agent, despite she admitted was her fault, she told us that we have to contact the airline in order to provide a new voucher meals so she can fix the mistake she caused. This only demonstrate the lack of customer service, sense or urgency and problem-resolution skill by this hotel.

Lovely hotel, great staff. Very friendly. Rooms were spacious and clean. Food was expensive. Only criticism was we were traveling with a group who had had surgery in Mexico a couple of days previously and we split up to travel on the their shuttle bus to the airport. One of the guys asked his driver to help with his case as he couldn't lift it onto the kerb and explained he had had surgery. The driver refused outright saying he had a bad back. Might have to look at alternative accommodation in the future. Shame really.

Long wait for the pick up shuttle, even though our arrival time was at 7pm. When we went up to our room, it obviously had been recently occupied. Beds were unmade, towels on floor, etc… It felt creepy. When we went back to the lobby, no apology was made, it was almost like she didn’t believe us. Our next room was really nice, big, clean and a wonderful bathroom. The booking was made in advance DIRECTLY with the hotel for a rate of $184, including all fees and taxes. Our credit card was charged $229. When we called the hotel ( from the airport on our way home) the hotel blamed the credit card company and told us to call the bank. This did not seem right since the hotel billed the bank and this was confirmed with our bank. When we called back, the same person answered the phone and she said, “ didn’t I just talk to you? “ we said yes but we would like to talk to a manager. For some reason, we were the. disconnected. Save yourself the hassle and just stay at the Westin. We stayed there two weeks previously and wished we had booked it instead of Sonesta.

After a very long and challenging day of travel, Jona and Tony went above and beyond to help us out when we forgot our backpack in one of the shuttles. The staff was incredibly friendly and professional.

I stayed at Sonesta two different nights in a 7 day span. My first night went well with the exception of no wi-fi. I’m an international traveler and no wi-fi means I have to use my roaming data which can get very expensive. My second night was 6 days later and the floor in my room was seeping water through the grout. The front desk helped me switch rooms and from then, everything was fine. Highlight of my stay was the awesome valet guys, Juan especially, who helped me with my bags and parking. Overall, a great stay but please beef up your wi-fi because it was troublesome and patchy at best.