Sonesta ES Suites Cleveland Westlake

"Do you like staying in hotels with cockroaches? Well look no further! My family and I checked in, got to our room, and were back at the front desk within 20 minutes to check out. I still had to pay for a full night’s stay because they don’t offer refunds. Just spend a little more and stay somewhere cleaner. I will say that the young woman working at the front desk was wonderful. Her customer service was great and is being wasted at a place like this."

"I checked in to the hotel today 2/1/24. At 3:00pm. I rented this room for a month $1,703 I paid an advance. When I got to the room I opened the door there was a very strong smell of mold slash mildew slash. Body odor. I started putting my things in the room. I have a can of air freshener. I sprayed around the room. I leave for a few hours and I come back for the night at about seven o'clock. I walk back in the room The room still smells very badly. I turned the heat up Hoping that I'll dry the place up 2 smell better. I decide to go to bed. As I lay down in the bed. The sheets in bedding. Smell like dirty feet. And body odor. I start to gag. And I gave up. And I cannot stay here. I called the front desk. Spoke to a young lady Told her that I would like a refund The room is disgusting It smells awful I would like to go somewhere else Mind you I was only here three hours She told me to hold Then something else got on the phone And It started telling me there is no refunds I can have another room He had a very nasty attitude So I had a attitude back And said I would just like to leave I would like my money back He told me to leave she wants me to leave I am being tresspass I am not getting my money back. Then he called West Lake police on me. I started loading my property up in my truck West lake police arrive The man told them that I threatened him and he is afraid of me. The police told me I have to leave. This was my last money On my card They would not refund my money And he made me leave and it's thirty eight degrees out And I have nowhere to go. This hotel is disgusting. I do not recommend it to anybody. The room smells awful Dog kennels smell better. The man at the front desk told me he was the general manager. Or manager. I did not catch his name. Very nasty attitude. He tried to have me arrested because my room smells disgusting and I was gagging. This is how they treat The guest at this hotel. Look at all the bad reviews on it. Whoever the man was. Stole my seventeen hundred dollars. And kicked me out at night time in the cold weather. He needs fired from his job. It has now been 16 days since you guys stole money off my credit card. You state that it has been refunded. It is still never been refunded. Seventeen hundred three dollars and seventy five cents. So you're on Google lying stating that it has been refunded. You guys are thief."

"On February 1 2024 I checked in sonesta westlake ohio. For 1 month. They charged my card $1,703.75. After going into my room I noticed a very nasty smell. Overwhelming smell. So I put my stuff down. Starting spraying air freshener. Then I left. I came back a few hours later. And the smell still lingered. Badly. I was extremely tired. So I layed in the the bed. And started to gag. The bed sheets smelled like vomit. And smelly feet. So I called the front office and stated my case the manager. Got very nasty with me and called the police on me stating that I threatened him. The Westlake police arrived at my room and removed me. Told me to pack my stuff and to leave the property that I am being trespassed. And i'm not allowed at the hotel. Mind you, it is now 7 o'clock at night. It is raining in snowing and I have nowhere to go. The manager was stealing behind the police waving and smiling at me while the police Were a removing me. I given the police the room cards. And told them to tell them I would like a refund. The manager said i'm not getting my money back. Still to this day. I have never received a refund. And there is a room open in my name at the hotel. What kind of activity Or illegal activity they are doing in the room I do not know. This hotel is absolutely disgusting. In the hotel manager needs fired. They had been forcefully removed by police. In throne out on the street in the middle of the night. This is how sonesta In Westlake ohio treats their guest. So when you're looking for a room. I would leave this place alone."

"Confrontational manager-like ready for an argument at every opportunity. I had booked AND PAID in advance for 2 nights and tried to check in early morning-was told the room was given away when I arrived! (main reservations said such a cancellation was not allowed)-this is despite calling in to say I would be checking in late (someone presumably distracted by their extracurricular activities decided that I did not want the room). The next time the front desk evening staff held the room for me for an early morning check-in. However, upon checkout the manager said "I had specifically told the staff not to keep the room available" (even though I had paid for it) "I do not know how you even got this room" (!!). Zero courtesy whatsoever-like every person/man is some kind of an enemy from the get-go. Place has gone down the drain from what it used to be back in 2017 (and I have stayed here umpteen times since then-never again!)."

"This hotel needs a face-lift. The room had a disgusting odor coming from the closet and stained carpets. We made the front desk aware and were offered another room for the following day and were told that we would receive a call in reference to switching. The call came in at 2:36pm on that day, which I missed and returned the call at 2:46pm. I explained that we were out and would get there ASAP. Unfortunately, we were with a group of people and couldn't get back until they were able to get us back. We received another call at 3:56pm and were told that check out time was at 11am and if we didnt get there in 10 minutes, they couldn't switch our room. At no time were we told that we had to be out by 11am. We were told that they would call. The call came in mid afternoon, I suppose we were expected to sit in the room until then. If the front desk had been clear we would have gladly gathered our things early that morning in order to be switched. The person who called at 3:56pm argued with me that no one said they would call, totally false. I felt I was spoken to in a rude manner. Since ultimately we couldn't be switched, the solution was to bomb our room to get rid of the odor. This only masked the odor. Needless to say we will never stay at this hotel again. I understand that circumstances are beyond our control at times but people who are in the hospitality business should perhaps be better equipped to speak to guests staying at there hotel."