Sonesta Select Detroit Auburn Hills — Hotel in Auburn Hills

I am writing to share a positive experience I had with one of your staff members, Mark Sawdon. Upon departure from the hotel on August 4th, I mistakenly left behind a bag of clothes. When I called the hotel, I spoke with Mark and advised I may have left it in the room. Late that afternoon, Mark called me back to let me know that he checked the room but did not find it. I asked him to check the other rooms we had reserved as well, and the bag was not in either of the other rooms.||Mark mentioned housekeeping sometimes takes left items and leaves them on their carts, returning them to lost and found the next day. Mark did not wait for the team to arrive in the morning, he went and checked each cart, and called me back again advising the bag was not there.||There was a terrible rainstorm the night of our stay. It continued to rain hard as we were leaving the hotel the next morning. We had to move the car from where we started to load our luggage because there was a considerable amount of mud between the sidewalk and our parking spot, due to the construction. Spit balling, I called Mark back to let him know it was possible we left the bag outside on the sidewalk. He advised it had continued to rain and agreed to walk the perimeter of the property to look for it. He also said in a final effort he would check the dumpster; in the event someone had thrown it away.||Mark called me back about an hour later to tell me that he found my bag on the sidewalk. It was full of water, so my clothes were soaking wet and dirty. There was a shirt in the bag that has significant sentimental value. Its almost 50 years old and is one of my favorite party shirts.||I live out of state and was not planning to be back in Auburn Hills anytime soon, so I offered to give him my credit card info, hoping he could ship it to me. Mark said he would wash and dry my dirty wet clothes and then reach out to discuss shipping. He said that if he could not use the hotel facilities to wash them, he would take them home to do it. He went as far as to inquire about washing instructions, which was key because the sentimental shirt is rayon and can’t be dried.||Within a few days, I received a Fedex box with all my clean and dry clothes and shoes.||Most people would have given up or blown me off after checking the room. Most people would have avoided my calls. Most people would have never agreed to check outside the hotel and the dumpster. Most people would not have been timely in calling/emailing me with updates. Mark Sawdon is a special soul. I can only believe the universe wanted me to have my shirt back and connected me with Mark to make it happen.||I am grateful my path has crossed with his. It is people like Mark who possess dedication to service, empathy and kindness that differentiate themselves from others in the service industry. You cannot train people to become Mark Sawdon’s. The next time I am within 100 miles of Auburn Hills, I will make a point of meeting...

I’ll preface this review with the ONE front desk woman was very sweet and helpful. The same woman who checked us in on 2/14/24 around 6pm was the same one who helped us the following morning but I didn’t catch her name but she also appeared to be working by herself on valentines night and I heard her say she had a lot of check ins and she was by herself again this morning.

This was our first time staying at a sonesta and our last time. When we first checked in we got a corner room overlooking the motel next to us and the AC was stuck at 62 degrees and again the very nice woman at the front desk helped us switch rooms. We got into our new room and the AC was working properly but both rooms had a strange lay out (we got the Deluxe King bed room) not a big deal at all but the bed was very uncomfortable and the walls and ceiling are PAPER THIN all night we heard people talking, yelling and running and it sounded like as if they were in the room with us and I knew they weren’t IN the room because of the amount of times I woke up due to the noise.

When I asked if we could cut our stay short (we booked 2 nights) the same woman said she can’t do refunds we’d have to wait for her manager to come in at 9am and so at 9:05am I went down the lobby to talk to manager and I was told they weren’t in yet, I waited until about 9:30am and then was told that she hasn’t even heard back from her manager yet but to contact the third party we booked through. So I contacted hotels.com and they called the hotel and got me a refund for the one night thankfully because if I had booked with the hotel who knows when the manager would have showed up.

Apparently this sonesta also doesn’t serve breakfast on the weekends which is odd because they advertise as one of their perks is 7 day a week breakfast. Which was a disappointment as well.

In all I give this sonesta and sonesta themselves a 1 star and will continue my hotel journey at either B&BW or hiltons. Because this hotel is not $100/night worthy especially with no...

I stayed at this property once for business, I never had a problem there until now that I returned, on this trip and for the second time staying at this property, the room they gave me had with BEDBUGS , they were walking everywhere, I took a video and went to the hotel reception and showed it and they changed my room, in this second room they came and took me out the next day because they told me that they already had it reserved and they gave me a valid explanation that I understood perfectly, they gave me another room, in this room I flushed the toilet and all the water came out and the whole room, the carpet was filled with water, horrible, I went a second time to complain and they gave me another room #, when I get to the new one room, the 4th in 3 days, it was a physically limited room, they told me that was what it was, I had not rested at all, I was only here 6 days because I had already paid for them and the hotel did not want to return my money or if I left earlier, the day of my Checkout I fell asleep for only a couple of hours I was exhausted from so many room changes in this hotel, it was the hotel's problem, not mine, a housekeeping came with a Manager named MEGAN and gave me 15 mit to get my things out, he told me that it was the hotel policy, I understand, I wasn't going to stay another day there either, but the hotel policy also states that it is allowed to have bed bugs? in the hotel policy Is it allowed to put guests who are not limited physical in a room for limited physical? Perhaps the hotel's policy is also to treat guests like dogs, not even a dog is treated as they treated me in this hotel, there is no humanity, I was very disappointed in this hotel. MEGAN the position of Manager is carried out with very little or no professionalism, after this bad treatment of the staff and the BED BUGS I would never stay here again,...