Sonesta Simply Suites Cleveland Westlake

To the Management of Sonesta Suites Westlake, I am writing to formally document the appalling conditions I encountered during my recent stay at your Westlake, Ohio location. As a frequent traveler, I have never experienced a facility in such a severe state of disrepair and neglect. Upon arrival, I was informed that the advertised pool and hot tub were closed indefinitely due to a water leak—information that was notably absent from your website. During my stay, the internet was non-functional for ten days despite daily assurances from staff that it would be repaired. Furthermore, when a fire alarm went off at 7:04 AM, there was no management response for ten minutes. I eventually called 911 myself, only to be told by responding officers that the hotel had failed to notify them and that the alarm system was not directly connected to the station. Later, when our cable TV failed, the front desk rudely claimed no other rooms were available, a statement proven false when I called from a blocked number and was told vacancies existed. The physical state of the property is a significant liability. I observed the following: - Building Condition: Rotting and collapsing stairways, peeling paint, and floorboards that flex underfoot. Several windows are broken or boarded up. - Hygiene: Our room was musty with filthy, stained carpeting and tiny insects (drain flies) around the sinks. Discarded appliances and trash were scattered outside. - Parking Lot: Approximately 18 abandoned vehicles are on-site, some with license plates expired for years. I also observed discarded auto parts, a makeshift tent, and a fire pit on the grounds. Of even greater concern is the safety of the environment. I witnessed open drug transactions in the parking lot and individuals urinating on the building exterior. The property currently functions more as a neglected apartment complex or halfway house than a professional hotel. The online photos of this location are entirely misleading. I have filed formal complaints and shared photographic evidence with the Westlake Police Department, the Building Department, and the Property Maintenance Inspector. I expect these authorities to take the necessary enforcement actions to address these health and safety violations.

Made a booking via hotels.com apparently they had "maintenance issues" and told hotels.com at 10am but never reached out to me regarding a problem with our reservation. So roll into town after a long day of driving to have no room. Resulting in a last minute scramble. I don't know where the photos on hotels.com were taken but the property looks nothing like the property provided pictures. Run down apartment complex vibes. I have stayed at other sonestas not consistent with the brand.

Nice neighbors and staff

No breakfast and was told pool Isn’t open

Someone at the hotel canceled our reservation, for no apparent reason, hours before we were set to arrive. We were driving from New York to Chicago and had reserved a room at Sonesta Simply Suites in Westlake, Ohio weeks in advance. We had stayed at this hotel several times before and we had remembered that the rooms are in detached separate buildings, with exterior entrances and stairs and no elevators. When making the reservation we had noted that we are seniors and we requested a room on a ground floor, if possible, as we knew that their stairs could be a bit slippery, when it is snowy or icy. The receptionist called us as we were nearing Cleveland to tell us that they did not have a ground floor room available. We replied that this wasn’t a problem in that weather was clear and we’d be fine walking up stairs. The receptionist responded that she couldn’t do that as it would be a liability issue for them. We asked if she could get a room for the same price at one of theeir sister Sonesta Simply Suites hotels west of Cleveland. She gave the phone number for one of them and we called only to discover that the cost would be almost twice as high, given that it would be a same day reservation. We went to the hotel in Westlake anyway, hoping that we could speak with a manager and get things straightened out. She said they were not responsible as they don’t honor third party reservations. We responded that we had made the reservation through the Sonesta website, not a third party company. She replied that we should have booked by calling their hotel directly and, in that we hadn’t, we did not have a reservation. She then accused us of being rude and told us to leave. We have stayed at many hotels, in this country and abroad, and have never encountered such poor treatment. After getting home, I called the Sonesta corporate customer service to complain and ask why this had happened. I was told that they would look into it but they did not get back to me. Having heard nothing, I called them again. The customer service representative looked up our case and told me that they had contacted the hotel and that , as far as they were concerned, our case was closed. We still have no idea why they cancelled our reservation but we now know never to try staying there again. We will also try to avoid Sonesta in general.

I never stayed at location reservation department lied and said there was a hottub on site available for our stay, when we arrived to check in they said our hottub is only open in summer so I had to cancel the kids needed pool and hottub. Then I was told they would give full refund for the wrong information given before booking and they did not refund full amount charged me 150 dollar cancelation fee. They are crooks.

Everything the front office staff very rude.

There was a lot of room and 2 bathrooms

It was dirty, as soon as we walked in it smelled like weed and the electronic lock didn’t work so we couldn’t lock up when we left

Nothing

They had roaches

Nice

Good

When I went to check in, the room wasn’t ready. It was 3 hours past check-in time by the time I was able to get in.

The AC wasn’t working. Couldn’t turn on the ceiling fan because the remote was gone.