Sonesta ES Suites Wilmington - Newark — Hotel in Brookside

The accommodations at Sonesta ES Suites Wilmington - Newark location are spacious and clean. The first room (113)we were in needed appliance repairs. The refrigerator was not sufficiently cold enough to store my medication. The stove was missing a panel. Customer service was woefully and dangerously inadequate. On Saturday, July 19th I called approximately 1pm to inquire about early check-in. My call was answered by Shinaya. She informed us our room would not be available until after 4pm and said she would like to discuss the issue but had to place us on hold while she checked in other guest. It is disrespectful to sideline a guest while tending to someone else. Sonesta ES Suites would have lost our business from this interaction alone had we found alternate accommodations. Upon arrival, her excuse for not being able to check us in was lack of available housekeeping. Staffing shortages is an excuse that should never be expressed to the customer. It is a sign of poor management. To add insult to injury, Shinaya was sarcastic and stated she is not a fortune teller, therefore she was unable to predict who would call out. My Lady was very upset with her lack of compassion or helpfulness. I spoke with Ali about 5:30pm who informed us the room would be ready about 6pm. Shinaya took my phone number to let us know when the room would be ready and she never followed up. Upon check in, we discovered the refrigerator did not cool properly and this was conveyed to Ali Saturday night. Sunday morning I spoke to an unnamed gentleman who promised maintenance would attend to the problem. We spent the day in Dover for the NASCAR Cup Series Race and return after 9pm with the problem unresolved. I spoke with Sharonda on Sunday morning. She apologized for the inconvenience and immediately found for alternate accommodations in Room 713. Now, the most egregious and potentially litigious action of all perpetated by everyone except Sharonda was I informed this organization that I was traveling with perishable medication. No one offered to insure refrigeration was available or offer to store my medication in a suitable manner. Visiting this location in the future is not outside the realm of possibilities but we will think long and hard about the service provided by the current staff. We liked the property. Shinaya's performance was abysmal and her behavior contentious. Ali was congenial but his performance lacked thoughness. Sharonda was a professional and it was a pleasure interacting with her. 8/31/25 Our second visit to this location was a marked improvement over the first one. Shinaya was more professional and civil during our interaction on 8/31/25, however, when I arrived at 3pm and requested an early check-in, it was only after asking my name and realizing we'd met previously did she inform me early check-in was not available to us. I returned after 4pm. I was greeted warmly by Sadia she was professional, friendly and stated she was available should we require assistance or had any questions. The accommodations and facilities including the outdoor pool was clean and comfortable. The suite was spacious. We enjoyed preparing our meals and relaxing in the room. 9/1/25 This was a holiday weekend but was able to extend our stay through a new booking the next day after a late checkout with the assistance of Carol. She was professional well informed and connects with the guest genuinely. Our stay was memorable and extended because of the location and staff. We met Phil, a taskforce member who assisted Carol. He also was friendly and connected with the guests. We suggest Sonesta increase the frequency of their extermination routine, I observed roaches on three occasions. TV service in early afternoon, the front desk was informedand they was aware of the issue. It's disappointing a credit or a pro rated refund was not. That shows a lack of concern for your guests. A couple of dollars would not break the bank and would go a long way to restore confidence and reassure your guests that their comfort was a...

I have come to this Hotel multiple times, in the past I would have easily rated with 5 stars. The staff on site was always attentive and responsive to any problems. The Corporate Staff, however, is unapologetic and quick to deflect in the sight of any complications. I normally book the 2-bedroom family suite when I go, but for this particular trip I chose to go solo and spent the night in the Queen Studio room. I was surprised at the drop-off in care provided. My 2-night stay was cut short, something uncharacteristic for me, and followed by sending the below remarks to their Corporate office. Which in turn received little more than a "thank you for coming, we hope your next time visiting us will be better" response. The convenience and level of attention I expected for the price per night was not there. The cleanliness at the hotel was awful, I will no longer frequent your establishment. There was a pair of white Reebok sneakers left in the closet There was a strange odor in the room - this is most likely due to the men's shoes left on the top rack of the closet The dishes had a sugary film to them as they sat in the cabinet with the "Dishes have been Cleaned and Disinfected for You" sign. There were crumbs on the shelf with the toaster seated just above the sugar film stained cookware The smoke Alarm chirped all night long showing that the battery was low and not maintained in months You could hear the street and every car that drove down the road The door failed to close and let in a frigid chilly blast of winter air The shower lost hot water and was ice cold The carpet was worn down and speckled with a red stain, the stains were too inconsistent to be a specific pattern on the rug The pillows held a Man's cologne scent

The response received from the Corporate Office was one expected from a 1-2 star hotel/motel. I would really advise against using this place for your travel accommodations unless truly necessary, this should only be an option if you require a full kitchen w/oven. FYI, I thought the cologne scent could have been from the cleaning staff until I woke and found the Reebok sneakers next to the iron in the closet. This was most definitely my last time staying at this hotel until major renovations are done. Then I will come to see how they cleaned the place up. Until then,...

I was here for several weeks as part of training with the company I work for. The hotel is older, and the staff are trying to maintain an older property, however, at move in, the kitchen was dirty, with grease covered and/or dirty microwave, cookware, dinnerware etc. Carpets were stained with red and black stains, and there was residue on the walls of something. A quick trip to Dollar General around the corner and I had bar keepers friend, 409, and Clorox wipes to clean things up and a couple hours later, things were in good shape.

The first night, I noticed the bed was pretty comfortable, but the linens left something to be desired. Very rough, so much so that several in my group purchased linens and blankets of our own to use while staying there (Once relocated to a different hotel I didn't need the linens anymore as it was much better). As I tried to fall asleep, I discovered just how bad it is to face the interstate with a hotel room door, especially one that doesn't seal (daylight was visible on 3 sides of the door, close to halfway up the sides). On subsequent nights, I found that the neighbor noise was terrible and only got worse the longer the stay progressed. It appears that there are long term residents that may have various issues and are under the care of the state that are staying there. One neighbor above me would regularly scream, and one night, ran the property for more than an hour while her caretaker attempted to calm her down and bring her inside. Other neighbors smoked marijuana and it would periodically leak into my room, and I would hear their arguments and dogs barking through the walls. Multiple loud parties, police on property occurred, and a classmate had a firearm brandished against him by a partygoer from an adjacent room in the middle of the night.

There were issues with lights not working (I had several bulbs out when I moved in), showers being either scalding hot or freezing cold, internet/tv issues, and various problems, that many of us resigned to just deal with it until we were finally relocated elsewhere.

It is a convenient location for sure, being close to the interstate, the mall, etc, but I would not deliberately choose to stay here in the future. It just...