Sonesta ES Suites Sunnyvale — Attraction in Sunnyvale

Never Stay Here!!! If I could give a zero I would . My daughter took me for a trip to San Jose for a surprise Birthday trip. This was the very first time we ever stayed at a Sonesta Es Hotel. Including 3 other family members. She reserved a 2 bedroom suite for us. She went by 4.5 star reviews on their website, but sadly if she saw other website reviews my daughter wouldn’t have booked here in the first place. On August 30th, 2025, during our very first night at the hotel our experience was completely unacceptable and unsafe. At 2:00 AM, the bathroom in our suite began flooding from the ceiling and light fixtures while the tenants above were showering. This was not a just a couple of drips. It was a downpour of water, creating clear safety issues, slipping hazard and possible electrical danger. And an out of commissioned bathroom. We immediately called the front desk. My husband explained the severity and asked for immediate assistance. The employee on duty, who gave his name as Raphael (though we don’t really know if that was his true name)? He assured us it would be handled. Yet no one came. Ten minutes later the water stopped only because the upstairs shower ended. Then another tenant started to shower the flooding started again. Once more, no staff came. My husband had to insist the front desk call the guests above to stop showering so the flooding can stop. This is not our responsibility as paying guests, it was the hotel’s obligation to address the problem immediately. The following day, we spoke with the manager, Carlos, who was rude, dismissive, and unprofessional. Instead of apologizing or taking responsibility, he acted as though the issue was somehow our fault. We had to explain everything twice, including the fact that no one came to our room during the emergency. Even with photo evidence, Carlos was unwilling to look at the picture we took. I told him he needed to accommodate us for the inconvenience and disruption during the night . He said he had to see and investigate if the problem was the tenants fault or if it was a problem of the hotels? I clearly told him there has been a problem for some time because there was a big yellow spot on the ceiling from water damage and paint bubbling. All he can say was he had to see. We booked this suite for the use of two bathrooms for a party of five. Because of this flooding, we were forced to share one bathroom it was unsafe and unsanitary conditions. This completely undermined the reason for renting the suite in the first place.The only “solution” offered was to move us to the third floor which was not feasible due to my husband having a bad back or to remove a $25 early check-in fee. That is insulting given the circumstances. At minimum, the hotel should have comped the night of August 30th for the complete disruption of our stay. Adding to the frustration, when we checked out, We also told Carlos the room wasn’t cleaned when they came to inspect the leakage in our room. Carlos handed us a pamphlet at check out explaining that rooms at Sonesta ES are not cleaned daily and linens are only changed weekly.( Every 7 days) This was never disclosed at check-in. My family and I were shocked and disgusted to learn this only after our stay especially considering we had already endured a flood, poor service, and dismissive treatment. This was supposed to be a birthday celebration and instead it was ruined by negligence, unsafe conditions, and disrespectful customer service. I have already reported this to Sonesta corporate through their Travel Pass customer service.but they simply routed my complaint back to the very manager responsible, Carlos. That is unacceptable. Never stay at any Sonesta hotel. They don’t even have a proper corporate...

I rarely give a hotel 5 stars, but this hotel deserves it.

I've been going there for many years now and they consistently deliver a very high quality, augmented by an awesome staff.

The rooms are clean with modern furniture. They are more like a small apartment, since there is a living room, a separate bedroom with a connected bathroom and a full open kitchen. There is also a work desk and blazingly fast complimentary Wi-Fi. This makes for a very comfortable place to stay in.

There are additional benefits, like the breakfast buffet, which has hot and cold items, the recently installed espresso machine to get your fresh coffee and the social dinner Monday through Wednesday. All complimentary!

With this social, there are alcoholic and non-alcoholic beverages, plus a simple dinner. For me that is often sufficient after a long working day. The hamburgers and sausages on Wednesday are a special treat.

What makes this hotel stand out though is the friendliness of the staff. It is across the board. Whether it is housekeeping, maintenance, the kitchen staff, administration, management or the reception, they always welcome you with a genuine smile and help promptly, as well as adequately.

This, combined with the high quality, makes for a fabulous stay and I've never been let down.

Is there nothing to wish for then? Yes, there is. The complimentary laundry machines and driers are great, but there are not enough. This is a very popular service and some more machines would help.

Also, although this is a very safe hotel, I think a large safe for valuables would be appreciated.

At the risk of alienating the guests who smoke, I'd like to ask for the very nice outdoor seating area to be made smoke free. Several times when I was sitting there, enjoying the sunshine and read, or make a phone call, I got up and left because of somebody smoking. I can't and won't blame them. It is allowed, but I wished this...

We had visited for family vacation and chose this location due to the reviews. Breakfast was not open bar as expected- more like ‘GrabNGo’ options only. No groceries options in the in-house store to cook, only minimal toiletries. Fresh towels, shampoos, body wash, conditioner, toilet paper provided. Full size refrigerator available ice-maker was not working. Microwave, mini stove-top, disposal, and dishwasher all working correctly. Tv cable options and Wifi all accessible. Pet friendly. We really enjoyed our stay and had no issues that we discussed coming back to the same location. Check-out and check-in were both easy.

Aftermath: In our travels back to Texas we realized we left an important item (Clear crystal quartz urn keepsake necklace). We were already four hours away from the location and called up to the front desk only to be informed the following: I was called to help. I don’t know what to do so call tomorrow for help. (My counter response: was the room cleaned? Did they find such an item?) Again, the repeated response- this ‘helper’ from another hotel was no help nor had any interest in helping me locate my mother’s urn. With that being said, I’m sorry but this ‘helper’ hurt my heart in a way I didn’t think was possible. I will be calling to follow up to see if anything is found so that my Family in California can pick it up and mail it to me. It saddens me that someone who Identified themselves as a helper refused to help.

For that reason, my five-star rating is now a four-start rating.

Anyone who is assisting this facility should be able to help any customer or have an on call for them to call so that next time what can be suggested to say is: Ma’am, I’m sorry for your loss. However, I’m not sure if anything was found at this time. May I have your contact number so that I can give you a call as soon as I follow up with the...