Sonesta Simply Suites Arlington — Hotel in Arlington

I booked a room at this location for two nights through a third-party site and payment was to be due upon arrival. I hauled my stuff inside to check in – which was a bad idea unless you have more than two hands, because only one of the double doors actually opened. I got inside and was told that the computer systems were down nationwide, and they would only accept cash unless the reservation was prepaid. They didn’t notify me at all. No phone call, email, or any attempt to let me know about the situation prior to arriving. Frustrated and not wanting to lug all my bags back to the car to drive to the ATM, I asked if I could cancel and make a new reservation, paid in full. Yes, I could. However, the original cost for two nights was $187. The new reservation was a little over $200, no big deal. I made the prepaid reservation and was then told I had to put down $100 (cash) for incidental expenses that will be refunded at the end of the stay if there are no damages. I didn’t have $100 cash! The ENTIRE reason I made a new reservation was so I didn’t have to leave and come back. It wasn’t until halfway through this that I heard them start calling people who had future reservations to let them know.

All the while, I’m talking with a staff member named Brianna – who, by the way, needs a raise. Another gentleman named Emilio was doing everything he could to help as well. The “Front Desk Supervisor,” Terry Benjamin, was standing in the back and had still said nothing to me.

I’m still standing at the front desk and the fire alarm goes off. Mr. Benjamin comes from behind the counter and silences the alarm (super safe, right?). One of the employees offered to check the fourth floor but Mr. Benjamin split like a banana until the firefighters showed up. About an hour later Mr. Benjamin came out from behind the counter and told me that he won’t waive the incidental fee. (I never asked for the fee to be waived; I asked if I could please put my stuff in my room before going to the ATM). He seemed like he was about to ask me to leave. I told him I was waiting for the system to start back up, then he asked if I wanted to sit down. Since I’d been driving for 3 hours I did not want to sit, and I let him know I was okay with standing. He told me I couldn’t stand there because it was the check in area, and I needed to move three feet away. I had to be somewhere, so eventually I went to an ATM, and when I gave them the cash, they put it in an envelope and wrote my name on it with a pen. This is by far the worst experience I’ve had at a hotel or with any reservation. Mr. Benjamin is the worst “supervisor” I’ve ever encountered.

There are small things about the room I could mention, but Mr. Terry Benjamin’s behavior trumps any deficiencies about the room. Brianna was calm and understanding, like a supervisor should be, the entire time, and Emilio was considerate and respectful. Let me also add that Brianna took the time to call me later that night and ask if everything was okay and if I needed anything. Terry Benjamin and the other girl that was working that night (March 11) had zero concern or understanding of customer service. They were disrespectful, disregarding, and plain rude. They are the reason I would never recommend this place to anyone. I hope Brianna’s remarkable customer service is noticed and rewarded. There are many other reviews that say great things about her, and they...

I recently stayed at this hotel and unfortunately, I had a highly disappointing experience. The infrastructure of the hotel is extremely old and crumbling, which definitely needs some urgent attention. Also I discover a hidden parking fee of $5 per day, which was never mentioned during the booking.

Upon entering the room, I was greeted by a very unpleasant odor that lingered throughout my stay. The condition of the toilet was appalling, with a water leak that caused it to flush itself every 10 minutes. The stains on the toilet indicated that this issue had been ongoing for quite some time.

To make matters worse, the back entry door was out of order, forcing me to walk all the way from the lobby every time I needed to enter or exit the hotel. Despite informing the front desk about this problem, it remained non-functional for the entirety of my three-day stay.

Adding to the frustration, the maintenance crew for the air conditioning system arrived unannounced while I was still in the room. They proceeded to open up the AC and left it in that state for about two hours, completely disregarding the fact that it was scorching hot outside, especially in Texas. This lack of consideration was both rude and unprofessional, particularly considering I had a toddler with me. After I spoke to Terry at the front desk, they expedited the maintenance, but the whole ordeal left a sour taste.

Additionally, the carpet in the room was wet cleaned while I was present, which led to a damp and unpleasant smell permeating the room. This was particularly concerning as I had a child with me, and the conditions were far from suitable.

I will say that the staff members were friendly, which was a small consolation amidst the numerous issues. However, apart from their friendliness, there were no other positive aspects about this place. Considering the price I paid, I cannot in good conscience recommend this hotel to...

This was quite a unique experience as a hotel. Next time I come back to town I would like to stay here. The front desk staff was quite friendly and helpful. The rooms were equipped with a kitchenette that could come in handy if I were staying longer.

But the most intriguing part of my stay was the amazing room downstairs. Half of it was a gym. Next to that was a wall of cabinets in which you could check out games, waffle irons, blenders, and a bunch of other items, though I didn't note what they were. Then, there were free washers and dryers... I plan on using that my next trip down with my family because I don't want to bring too much luggage on the plane (especially since we are flying American Airlines this time and would rather not pay to check luggage). And then, the coolest part, was the little grocery wall. You can select what food you want, write it on a slip, and they add it to your total bill. They also have DVDs to check out at the front desk. My coffee pot didn't work, and the lady a the desk was quick to get a new one.

The room was overall pretty nice looking, generally well taken care of... but the part that lost it a star was the most recent cleaning job... I walked in my room after checking in and immediately found a piece of a Dorito on the floor (large enough to know it was a dorito), and also one of those little silver circles that are on the top of a new tube of toothpaste, was on the bathroom counter. If housekeeping missed those things, it made me a little worried about what I WASN'T seeing, and what didn't get cleaned. Gross. Had it not been for that icky feeling of seeing those two things, they would have gotten 5 stars.

I only stayed by myself this time, but the lady at the desk told me the larger rooms have a room with a bed separate from the living area... very cool for bringing my...