ComplaintsforSonesta ES Suites Cleveland Westlake

• Initial Complaint

  07/01/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  I was given this e-mai for the ********************************* without response. I am contacting you to complain about our stay 6/27/24 -6/30/24. I think what is fair is a complete refund for all three nights. I partially paid with points, but they cannot be issued back. I would like a refund for the full listed cost of the room for all three nights. This room never should have been rented. If I do not get a response from you by noon tomorrow, I am posting in the Better Business Bureau,  and I am escalating in Sonesta. * We came in about 2 a.m. on 6/28. The bathroom sink did not drain. I called and left a message with the front desk person about having maintenance come out, and she let me know it could be in the evening on 6/28.  * I called later in the morning on 6/28 and left a message for maintenance to come by and fix the sink. No one responded.  * The wifi advertised was not available. We counted on it for work, but wehad to find other ways of getting WiFi  * I requested management call me regarding the WiFi and sink, but I did not get a response. * In the evening on 6/28, my husband  asked for maintenance to come by and fix the sink. He was told they would need to be called and there was no guarantee to my would get it done that evening. He then asked for a plunger and completed the absolutely filthy and disgusting job of plunging the sink!!!!! He removed tons of hair!!!! The front desk person helped him clean the remaining mess. Management was informed of this, but we never received follow-up.  * When we first came in early 6/28, I had to remove hair from the shower drain.  * After my first shower, I walked barefoot  in the room. The kitchen floor felt sticky and the carpet was not clean. I walked into the bathtub and saw all the dirt from the bottom of my feet making the water brown.  * The utensils had food on them.  * There was food left around the bed.  * We asked to be moved by the evening of 6/28, but we were told there weren’t any other rooms.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩