Sonesta Select Tinton Falls Eatontown

convenient to monmouth park racetrack

there was no maid service

I was extremely disappointed by my experience at this Hotel. I am a regular customer of Sonesta Hotels and for the first time I had the disturbing experience to have been "surbooked" and when we arrived at the hotel quite late at night there was no room for us whereas the booking platform had confirmed the reservation. The receptionist pretended to have tried to call me (which was false) and then that my credit card had been refused (which is false too). We had to find another hotel nearby in the middle of the night. I usually never put negative comments here, but as nobody from Booking or Sonesta ever even apologized for such a bad experience, I decided to write here as I thought this could only happen for Airplane tickets !

Clean, comfy, friendly staff. Great location!

Nothing

The location was great and staff were friendly.

The hotel reeked of weed. The toilet was dripping, the TV remote didnt work and the phone was broken. The loveseat on the room was tattered and torn.

On May 9, I checked into the hotel in person, providing my debit card and driver’s license at the front desk. I also informed the front desk agent (“Sky”) that my adult daughter, would be arriving separately and provided her name due to our different last names. I was then issued two room keys and left the property for dinner. Later that day, my daughter arrived at approximately 5:00 PM. At that time, the front desk was staffed by a different employee (“Sarah”). My daughter was informed that she could not check into the room and was told that I had not properly checked in. While I was initially unavailable, I did not receive my daughter’s calls or messages until after she had already left the hotel and returned home. The purpose of reserving the room was to allow us to be closer to the area for an early morning commitment (approximately 6:00 AM), as we live about 2.5 hours away. When I returned to the hotel, I addressed the situation at the front desk and requested a refund. I was informed that no refund would be issued. I presented the room keys, but was told this did not confirm my check-in. I was also told that keys could be issued without an actual check-in, which was confusing and concerning. During this interaction, I requested clarification and the name of a manager. I was told a manager would contact me later, but no immediate resolution was provided. I was also not provided the manager’s name at that time. At one point, I was given a pen and paper to write down information myself, but communication remained unproductive. Sarah would not even provide the telephone number for the hotel, nor would she write my name and number down for the manager Due to escalating concerns and feeling unable to resolve the situation on-site, I ultimately contacted local authorities for assistance to ensure the matter remained calm and documented. Tinton Falls PD sent two-armed officers to the hotel, over $120 refund On May 11, I contacted the hotel multiple times regarding this issue. On several calls, I was placed on hold or disconnected. When I was able to reach management, I was informed that no refund would be issued because I allegedly “yelled at the front desk.” I then spoke with the General Manager (“Ram”), who was dismissive and stated he would not discuss the matter further unless he first spoke with his front desk staff. On May 12, 2026, I called the hotel, yet again, and spoke to the manager Ram, who refused to provide his name other than RJ which he stated was his first and last name. He lied and said I entered the room at 11:47 am on May 9, 2026, I did not arrive at the hotel until 2:14 pm and NEVER stepped foot in the hotel room because Sarah took the keys away from me. I had to dispute with my bank

I booked a room at this hotel specifically to accommodate my daughter’s schedule. I arrived, checked in, paid for the room, received room keys, and requested that my daughter’s name be added to the reservation since she would be arriving later. When my daughter arrived, staff told her they could not find my reservation and claimed I was “not checked in,” despite the fact that I had already checked in, paid, and had room keys in my possession. Because I was unavailable to answer calls and texts at the time, my daughter ended up leaving and going home. When I later returned to the hotel, there was nobody at the front desk for quite some time. I eventually spoke with an employee named Sarah, who repeatedly insisted I was not checked in even after I showed her my room keys and proof of payment from my bank account. I requested a refund because the hotel failed to provide the room access I paid for. Sarah stated she could not issue one. She then took possession of my room keys from the desk and refused to return them. When I asked to speak with a manager, she refused to provide the manager’s name or contact information. The situation escalated to the point where I called the police myself. The responding officers were professional and advised me on next steps. The issue here is not just the reservation error, but the complete lack of professionalism and customer service in handling it. I was treated dismissively, denied assistance, denied access to management, and ultimately left without resolution despite having paid for the room. Very disappointing experience and not what anyone expects from a hospitality business.