Sonesta Essential NW Houston

Well I booked the room because it was cheap. While here on the day I was set to depart to Dallas I paid for an additional night just to rest. Happened about 9am. At 12:30 in the middle of the afternoon someone stole me catalytic converter in the middle of the broad daylight. There’s constant traffic of strange people walking through the parking lot and NO security at any time of day. So your vehicle is exposed and my vehicle wasn’t the only one vandalized. I spoke to the manager and let her know my insurance would cover the bill or I would see if Sonesta would be able to award me points OR have someone to pay for the evening when they get off from work. She agreed but then after 8:00pm decides to have her front desk worker to “pack my things” and wait in the lobby to make payment after she’d already agreed to allowing my insurance to cover the balance. I’m a platinum tiered member with Sonesta. This is the most ghetto hotel I’ve stayed with the Sonesta brand honestly. Mold in the suite that they overcharged me for on the last night. Upgrades are complimentary for platinum members and the hotel hasn’t been sold out a single night I stayed there DESPITE the rodeo going on. Should be very telling. There was mold in the room, obvious mold smell. What looked like fired up feces/poop on the bathroom door from when someone may have run out of toilet tissue. The carpet the bed sat on needed to be shampooed there were stains there as well. Mold in the bathroom. No cleaner for the dishes, silverware, or anything most kitchenettes come with to maintain cleanliness. I had to buy a candle to smother the scent. The front desk staff is also extremely unprofessional and unkempt. Should’ve been another sign to choose a different property. But I was stuck since my vehicle had been towed to the dealership for repair. Didn’t have a choice. After the “manager” pulled the stunt she did the night before she tried being fake friendly at the desk I was cordial at best. Then they hiked up the rate to $100/night. Please don’t. There are several hotels nearby that are not this ghetto. They actually have security and give decent customer service. When I first checked in the agent was incompetent. Couldn’t find my reservation and lied about not being able to make in house reservations. They didn’t even know what benefits I’m supposed to receive as a platinum member with the Sonesta brand. Definitely wouldn’t pay full price here nor would I stay here again. I was extremely grateful that a good friend of mine lived in Houston and was able to help where the hotel failed in every ways humanly possible. The housekeeping staff were friendly but the breakfast asleep wasn’t the brand standard so it’s a waste of money

I don’t have that many complaints about the hotel. My biggest one is that I have not received my $100 deposit back and it’s been 2 weeks since check out. Front desk are aware of this and assures me a manager will follow up with it and when I ask for the manager personally. They are not available and I will get a call back but still nothing. I have looked for corporate number and haven’t been able to get that either only the reservation number. I want this issue resolved

I had one of the worst hotel experiences of my life at Sonesta Essential NW Houston. Within LESS THAN ONE HOUR of checking into the room, I encountered bugs crawling inside the room. This is completely unacceptable and a serious health and hygiene issue. I immediately packed my belongings and went straight back to the front desk to check out. Despite checking out almost immediately due to their unsanitary conditions, my payment was NOT refunded. What makes this even worse is that the staff deliberately pushed me to make the reservation through Booking.com, clearly as a tactic to avoid issuing a refund directly. This was not done to “help” me — it was done to shift responsibility and make sure I wouldn’t get my money back. This is a deceptive, unethical, and customer-hostile practice. Any hotel that is confident in its cleanliness and service would refund a guest who leaves within an hour because of BUGS. This place did the opposite.