Sonesta Essential Houston Hobby Airport

The size of the TVs and comfort of bed

One of the daytime front desk staff members was very rude during my stay. She was neither friendly nor kind and appeared to judge my situation harshly. The issue was simply a misunderstanding regarding my checkout date. I was under the impression that I had the room for an additional night, but instead I woke up to loud pounding on the door. There was no greeting such as “hello” or “good morning,” only a harsh tone and serious stare. Customer service is essential in the hospitality industry. It plays a major role in public relations, marketing, and guest retention. Positive, respectful interactions encourage guests to return and to share good experiences online through reviews and word of mouth. When staff members fail to address situations with professionalism and courtesy, guests often choose to stay elsewhere. The power of word of mouth today is equivalent to an online rating—it spreads quickly and influences the decisions of future guests across multiple platforms.

Everything

That breakfast was at 7am

Everything

That breakfast was at 7am

It's clean and quiet very nice

The Breakfast I'm

It was next-door to a nice Mexican restaurant other than that nothing

The rooms felt like you were in a swimming pool damp wet and it was dirty sheets on the beds. It was not a good experience.

the staff i encountered were pretty laid back and nice. which is alright when im a 24 year old girl but to older adults i can see where they would come off as lazy. the manager was accommodating and i could tell she did care but with the level of stress that hotel probably puts on her i can see why she seems annoyed

cleanliness is basically nonexistent. truly only picked this hotel because of the pool and upon arrival i learned the pool was closed. granted, i definitely could’ve called and asked if it was open so that’s really my fault. however the employee didn’t even know the pool had been closed soooo? smashed bugs on our wall. stains on wall and beds. mold on the ceiling. made a complaint with the manager and couldn’t get a refund due to making my reservation with booking. so we moved rooms and the manager showed me 4 rooms before we found one i deemed clean enough for me and my friend to stay.

The only thing that I did not like being at this hotel is the keys itself. At times I have to go back to the front desk to get a new key because it always doesn't work to open my door, due to the fact that it's always touching against my cell phone. The reason why I am mentioning this is because other hotels that I gone to never had this problem.