Sonesta ES Suites Orlando-Lake Buena Vista reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

3158 TripAdvisor reviews

TripAdvisor users rated this property 3 out of 5

Great hotel but awful customer service/manager

marthasE9015AQ on Sep 15, 2023

Stayed here from 23 until 27 August, no complaints whatsoever about room or facilities we both really enjoyed our stay and found it perfect for our needs, requested a ground floor as husband is disabled and this request was honoured, had an issue over parking where we were told (apparently by corporate) that accessible parking was free, it wasn't even after showing proof of this, they still charged us and denied we had been told this. On checkout I then spoke to Scott who was lovely and agreed to follow the issue up, we went off on a 7 night cruise when we returned there was no sign of my deposit or parking charge totalling $213 I emailed Scott directly as he had given .e his email address and he replied saying due to the hurricane and labor day that week they got busy but had sorted the parking issue and my funds were released, another week passed with no sign off my funds so as we were staying with friends outside Orlando by now I returned to the hotel and spoke to Bill who is the hotel auditor he disappeared out back and returned and said he didn't know why funds were not released but he just called somewhere and it would be with me in 24 hours, another week and no sign of the monies? Took another hours drive back to hotel spoke to another person who could not understand why it wasn't released he said there was a block on it??? I asked to speak with a manager and got told no one available until 6 am next day, once again I returned to hotel at 11 am and got told manager wasn't in until 12, so as we were returning to UK that day I waited, eventually spoke to manager called Diane who was so unhelpful she insisted it was my bank/credit cards fault I had spoken with cc company 3 times during this time and they assured me the monies have not been released by the hotel at all there has been no status change since funds were taken. Despite me telling Diane this she was adamant that it was now nothing to do with the hotel she had worked in banking for years and knows how it works??? She had no interest in resolving the issue, so almost a month later I'm back In the UK and $213 out of pocket!!! I feel as if I have been totally scammed and lied to now and am now in process of contacting corporate to get this dealt with. Over 8 hours in return journeys to the hotel to try and resolve this and the manager could not even offer an apology it has really let the hotel down after an enjoyable stay!

TripAdvisor users rated this property 2 out of 5

Not great

Andrew C on Sep 08, 2023

Rooms were a good size and had everything you needed but are old. Having to cable tie the curtains so people can't see in isn't good and the carpets are very worn . Pool area needs painting as flaking off into the water . We decided to check out early to another hotel and still have not received our deposit back to had any response from the hotel

TripAdvisor users rated this property 3 out of 5

Improvements needed

W5591IJdianec (North Yorkshire, United Kingdom) on Aug 26, 2023

Good points: Location is excellent for both Disney and Universal if you are driving or using Uber Plenty of stores and restaurants close by. 2 bedroom apartments are large. 2 double beds in 1 room and another double bed in another. Both en suite. Kitchen large enough to cook in and living room with sofa. Quiet, the 10pm curfew on noise adhered to Easy to use laundry and not too expensive. Rooms were clean, however leaving oven cleaner in the oven and not wiping down the oven was not good. Not so good points: The musty damp smell in the rooms. These made all my clothes smell. Took 2 washes to get rid. It is really really strong and not pleasant. Don't buy breakfast on site, really expensive with not a large choice. Best going to the supermarket and eating in your apartment. The room decor is really outdated. However I think this is the same all over Orlando now. The hotels have come to a point where they need updating. And if you spend very little time in your apartment then this is not an issue. Be aware this is an open hotel. There is nothing stopping people walking into the complex at any time as it is open to the street and not gated off. Would stay again if the smell of the rooms was sorted!

TripAdvisor users rated this property 5 out of 5

Orlando holiday

jappgarth (County Durham, United Kingdom) on Aug 19, 2023

Stayed here with my husband our daughter and grandson. We travelled with virgin holidays. We had a 2 bedroom suite. It was great, both bedrooms had an en suite bathroom saved a lot of queueing. We had a lounge and kitchen with fridge freezer, microwave, cooker and a dishwasher. It was a really good size with plenty room to spread out. The staff were alll very friendly and helpful. The hotel is well positioned for visiting Disney and all the other attractions. The pool was good with lots of seats to chill out in at the end of a day in the parks. Wish we had known about this hotel on our other visits to Orlando. Would definitely recommend this hotel to friends. If we were to visit again we would come back here.

TripAdvisor users rated this property 5 out of 5

Great place! Wonderful staffs

639benjaminn (San Juan, Puerto Rico) on Aug 06, 2023

We were here for 3 days. Great location. Across the street from a strip mall with lots of store. Great complimentary buffet breakfast. Extremely friendly staff. Has laundry room and gameroom for kids. Will be back.

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