Sonesta Select Indianapolis Carmel — Hotel in Carmel

This was our room block hotel for a cheerleading competition this past weekend, we were forced to stay here for the competition. The staff was rude to us from the moment we checked in. They ran out of towels on Friday night and were out the entire stay until Monday. No pool or bath towels available to us at all. The shower water choices were cold or scolding hot. Room keys continually deactivating. I had to replace them multiple. Come to find out if they are anywhere near an electronic device, credit or debit card they will deactivate. Once I found that out, I kept them away from all that but they still deactivated. Closed the pool early because they ran out of towels, no housekeeping in the room all weekend to even empty the trash, Starbucks was closed the entire weekend, no dinner like it says on the website, no beer, wine, or cocktails like it says on the website. During breakfast they ran out of muffins and put out frozen muffins. The pull out couch mattress was extremely uncomfortable, you could feel the metal bars underneath. They did not have any extra pillows available for those staying on the couch. When they closed the pool early, the kids went to the lobby to do an activity together, the staff dimmed the lights at 10:20 and announced the lobby would be closing at midnight. The room had laminate on the door that was peeling off. This is a safety hazard and there are children that have exposed feet going in and out of the room to go to the pool. We spent over $500 for our stay, based on the service we received, we were way overcharged for this hotel stay. I did complete the survey and emailed the Assistant General Manager, Elizabeth Piatt, with this same information but in greater detail. My daughter also left with 2 round, itchy red spots on her body. Tonight they have turned into 2 large welts. 1 on her wrist and the other on her back. My opinion? Hire additional staff, especially for the times where there are events and you are offering room blocks for people attending events (people from at least 2 local events were there this weekend). Even if your staff is normally amazing, there's no way the minimal staff could keep a full hotel happy. BUY MORE TOWELS! Bath towels and pool towels. BUY MORE PILLOWS and have enough bedding for those pull out couches and buy new mattresses for those couches. Management needs to inspect every room for safety or mechanical issues. The manager needs to advocate better for what the place needs. This hotel was not worth $150 per night plus fees and taxes. My total for 3 nights was $512.63.

Reply to the company's reply: I have been in contact with both the Assistant General Manager and the General Manager. Thank you for taking the time to...

The hotel itself was clean. However, with the exception of the young lady that checked us in on Friday Jan 12th at 4:00, I have never, in my 50 years of traveling, EVER experience such unprofessional, rude, inconsiderate, lazy hotel staff members as I did at this establishment. The Lobby was filled with people January 13th in the evening. No one even took initiative to empty any garbage cans. The garbage was overflowing. There was a woman at the front desk Saturday morning counting cash when I walked up to ask a question. She looked at me like I was bothering her. I told her I would wait, she just grunted. While I was trying to address my concerns I felt as though I was really "putting her out" I asked her if I was bothering her. She said "no" but continued to be short and rude. Our group reserved 5 king suites which were not worth what we paid for them. When we walked out on the balcony someone in our group slipped and fell. Again that was not a concern of anyone at the front. We were not brought fresh towels or more coffee for the next morning. The kids wanted to swim. Pool hours were suppose to be 7 to 10. Pool did not get opened until 8:30. There were no towels when we were there in the evening and staff would not bring any. This was 2 hours before the pool was closing. This morning we tried to get coffee there was an older woman at the front desk that did assist us. The same unhappy miserable person from yesterday was also there and not happy about our request. After we got coffee she proceeded to get a cart and take the coffee to the back. She dropped cups on the floor and kicked them as she walked back instead of picking them up. It is very unfortunate but our group of 10 and others around us noticed how she had acted on Jan 13th and Jan 14th. There were 5 of your staff members, that we dealt with, whom should not be involved with customer service. It's very sad when you walk up to a staff member at the front desk and they look up and say "what". I'm sure we are not the first to complain about this. Shame on your facility, managers, and owners for allowing this. First impressions are still very important. Your staff is so miserable they feel need to take it out on paying customers. They need to move on to a job that makes them happy. We will not be back. We will also warn others about staying at your hotels. When ever anything "pops up" concerning your hotel. I will reiterate how horrible the staff is. The management is either oblivious to the problem or they just don't care. Either way Stay Away From...

Not sure where to start. Had to book this hotel for a baseball tournament. Immediately upon checking in, with a less than welcoming welcome wagon, we were told they would be cleaning the carpets in our rooms and we would have to leave for several hours. Cleaning the carpets in the rooms in a fully booked hotel during a holiday weekend? Red flag number one. The front desk staff is terrible. We probably walked past the front desk a dozen times during our stay. Not once were we greeted. No hello. No how are you. Nothing. Almost as if the front desk staff were a group of friends passing their time at a hotel. One of them had their AirPods in while staring at his phone. Lobby has potential with what looks like a nice breakfast bar. Or something of the like. Wouldn’t know as it was never used or open ..not once. We spent an evening hanging out in lobby at the tables. Asked the front desk staff if we could turn on lights over one of the tables and he said he had no idea how to do that. We were there for a tournament (baseball). The hotel was supposed to be providing breakfast. Breakfast, if you could find it. was in a shoddy conference room with no air flow and some cereal boxes with a few other items. Looked like my 12 year old set it up. No manager on duty. Leaks in hall ceiling. Broken Elevators. In fact the fire department was called to do an elevator rescue due to broken down elevators. Hot tub empty and cordoned off with tape. No idea when it would be fixed. Broken side door. Oh and charged double for a room I booked through tournament when I could have booked On my own for half of what I paid. Checked out and stayed at the Drury down the street. It was night and day! Amazing staff. Clean. Etc. Do yourself a favor and book at one of the dozens of other great hotels around Carmel/Indy. And I see a lot of canned responses from Sonesta following these reviews. Maybe spend the time fixing your establishment instead of feeding your guests hot air. Seriously...