Sonesta ES Suites Reno

Very Nice Hotel

We have stayed at Sonesta several times. Over the past 3 years the property as really gone down. This last time our carpets were dirty, the mattress cover didn't fit the bed, there was pee on the toilet and when we went to shower in the a.m. there was hair in the shower and the floor of shower was dirty, the body wash pump was broken and fell down and hit my leg and bruised me. The doors coming in and out of the building where filthy. We called the manager 3 times and she never returned our calls. I would rather pay more and stay at a cleaner hotel!

Had a great stay. Very spacious and comfortable rooms for the price. I did not experience any of the issues that the recent negative reviewers describe. The staff were pleasant and helpful. Perhaps (as some reviewers mentioned) there were staffing issues earlier. Management has gotten the message that having a stable and professional staff is of highest importance.

We’ve stayed here at least 5 times since Summer of 2023. I can’t believe the reviews on this site that I’ve just read! I’ve left a GREAT review upon every stay……where are they? This is the most hospitable, clean, safe place I’ve stayed in! Great for dogs. Nice green grass kept up and clean for them. Great reception, easy check in. Good location within walking distance of restaurants. Will be staying again.

The is absolute the WORST hotel I have ever stayed at! The customer service upon check-in was awful! The room and floors were EXTREMELY dirty! The shower was filthy! The bedding was also soiled, especially the comforter! I had the representative come look and she was mortified. She said she would bring back new bedding and brought back a sheet and fitted sheet and I had to change the linen. There was no extra comforters or blankets so my husband and I were cold during the night. DO NOT BOOK HERE IF YOU ARE LOOKING FOR A COMFORTABLE PLACE TO STAY! It is not worth the money you may save.

Don't be fooled by the pretty pictures of this property, it is a very dirty property. The common areas had food left on the floors for several days such as cereal, outdoor trash areas were overflowing and the floors in the main area and in the kitchen areas of the room were sticky. The free breakfast isn't meant to be a gourmet meal, but this was sad. There were a few pieces of bread, cold English muffins and a cereal bar. By far the worst part of the breakfast was the eggs. They were cold and apparently they take them out of the fridge and plop them into a warming pan and let them sit and basically they are cold and don't warm up. The rooms themselves are decent in that the space provided is generous. We had two bedrooms and a total of five hangers. The pillows are flat, like I've never seen before. The windows had stoppers in them and could only be opened slightly, and the window sills were full of dust and dirt. They were gross to touch. The bathtub felt like it was going to fall through the floor, it felt very unstable. This property used to be a Residence Inn and it's now part of Sonesta ES and their brand is very nice and I had high hopes for this property. Stay away from this property, do not stay here, it's a mess and feels like it's being neglected. . I've reached out to Sonesta and they take feedback very seriously, if you've stayed here please let them know your experience so they can help this property reach the standards of Sonesta.

Terrible management, awful disrespectful staff. The supervisor (Susan) let herself into our room and demanded we leave despite having a booking for 4 days. She was rude and condescending, so was the front desk when I called to ask about what I had just experienced. I emailed the manager and her responses were dismissive. Not one person I spoke with apologized. Additionally, first floor rooms are extremely noisy. You can hear everything outside, people talking, dogs barking, the front door being opened and slammed. You can also hear the people upstairs slamming cabinets and stomping their feet. Dirty, yellow bathroom tiles. Dirty pillow cases. The surfaces were sticky, had to wipe everything down. The headboard was sticky and had splatter marks, no pic had already cleaned it. Hotel gives the appearance it's nice but they cheap out on paper towels and tissue. Update: My husband went to the front desk to speak with the general manager face to face, the first 3 times she was in a meeting. Most likely talking to her staff about this incident. He went back later in the day, the front desk went to the back office, was there a long time then came back to tell my husband the manager had already left. We never got an apology, just a lot of excuses. I don't believe she already went home. My husband did speak with Susan who said the whole thing was a misunderstanding, that she only peaked her head into the room and spoke to me nicely, and that she didn't know we had consecutive bookings until she went back to the office. I can't say I'm surprised for the lies. It's disappointing. These people shouldn't be in hospitality. In fairness the room is nice, but this place has such awful management that's what's the cause of most of the bad reviews.

My husband and I booked a stay from April 7-11. We booked late last night and for some reason either it was human error or computer error, our booking was made for 8-11, so we had to book another stand alone night for the 7th. When we arrived at the hotel last night we explained this to the front desk and they said it wouldn't be a problem and that they would combine the bookings together. This afternoon 4/8 around 1:30 or so, the supervisor to the hotel let herself into our room. I realize that there are things people need to do as part of their job, but she was abrasive and let me know that we would have to check in and check out. She was holding paperwork and even said herself that we had back to back bookings. I called the front to ask them why they didn't just call me to speak to me nicely instead of just coming into the room and the front desk person was condescending and said its because it was time for us to check out. I am very disturbed by the invasion of privacy and lack of communication. Neither of the people I have spoken to are professional and I don't believe paying customers should be treated this way.

Management seems to be struggling with labor shortage, but there are several point that could be addressed: A) Being clear about pet policy charges. Not clear when you are staying for one night. B) Never noticed on website or App that there is a Parking fee. And on top I was overcharged for this concept, so I have to complain with the front desk. C)Providing enough bedding and towels for a paid room of 3. My son had to go at 12 am after our event to request the bedding for the sofa bed, they gave him no pillows or towels for his stay. D) Again, communication. Swimming pool out of service. With no previous notice.