Sonesta White Plains Downtown — Hotel in City of White Plains

I never thought I would have to write a review like this. But, I give you the real. I work for the airline and this was my first on-duty four day trip to HPN. My co-workers raved about this hotel for months. They spoke of how great the breakfast was as well so imagine me looking forward to this trip and staying at this hotel.

We arrived and checked into our rooms. I wipe the room down as I have sensitive immunity and get settled in as I have to be up at 5am. Sleeping great until I wake up at 1:30am scratching my arm. I go to the bathroom to wash my arm and then it dawned on me. I have been bitten by a bed bug. I cut on all the lights, go back into the room and there it is nestled into the comforter. I took photos and videos and packed all my things for a room change. Also I (we) are trained to never put our luggage on beds.

I have to super real. I started my mences right when this trip started so I am already tired and hormonally drained, while working. Now I have an itchy arm and I am hugely disappointed at the turn of events.

I'm in the lobby at 2am to change my room. I was overwhelmed to find a huge wedding party or event going on with loud upbeat lounge music and ladies and men in sequin dresses and suits having an amazing time. Good for them. But I was half sleep and completely thrown off by this. I stepped into spilled drink in the elevator also. I showed them the photos and video and put in an incident report. They handled the issue professionally.

I made it to room 2 and settled into bed by 3am. I am concerned about switching rooms so I checked everything in detail. Slept through my alarm of course which I never do but some divine thing woke me up at 6:22am. I never got dressed so fast to meet my crew at 7am in the lobby.

Come to find out my airline wanted us to check out with each trip so I had to go back to the room get all my stuff. I worked the flight and it was in the shuttle on the way back that I realized I'd left clothes in room 2. Luckily, I chose room 3 on the same floor as room 2 and housekeeping had put my clothes in a laundry bag and was able to bring it to me.

Room 3. I walk in and it's 91 degrees on the thermastat. The air unit was not working properly so I asked the 2 housekeepers who was going passed my room if I was working it right. She told me to air the room out by leaving my door open. Luckily, I was able to open the window and get room cooled off. I checked the bed in detailed and was just ready to sleep.

This is so hard to write but I woke up around 530pm rolled out of bed and found that I slightly soiled the sheet by my own fault. When I opened the door to the room the same housekeeper was passing back by but her shift was ending. I was trying to be discreet by seeing if she could change my bedding without me having to call the front desk but she said to call and the evening shift will handle it. So I called and called but no one answered. I had to go down to the lobby feeling embarrassed. I was hoping there would be a female I could talk to but only men were working and checking in. As a matter of fact there was some kind of military or business conference with about 200 men and it was just a lot. So I explained the situation and they sent someone up who was also a male and I was even more embarrassed.

Checked out of that room to work another trip the next day. Returned to room 4 at about 9pm. There was hair everywhere. I had to call for them to change my whole bedding. There was short and long fine hair in the shower and all over the bed. I was so disappointed with the level of cleaning at this hotel. This was the last room I stayed in before leaving at the close of my assignment.

Breakfast was fair with a check-in process. Overall, it's the oversell of luxury with not so luxury cleaning. Not my best hotel experience. I've been in better 2 stars. I know I will see this place again would love to do a more positive update in the future. I asked if they were normally this busy with parties and conferences and...

DO NOT USE THIS HOTEL FOR YOUR WEDDING, EVER!

Initially the customer service was good (from the sales staff). However, once we signed the contract and were handed off to event planning staff (not sales) service deteriorated at an alarming rate. I wanted to see the hotel, discuss having the rehearsal dinner, see our potential suite and discuss details regarding the guests rooms. My E-mails were not returned until I contacted the sales department and complained. I received a response from Events but the service never improved. When I visited the hotel I was told there were no Executive Suites available but that I could book a Jr. Suite. However, no Jr. Suites were available to see at that time. When I checked in and entered the Jr. Suite I was extremely disappointed at its size and layout. It was a regular sized room that had an adjoining door to a room that was apparently too small to use as anything other than a closet so they put in a bed and coffee table and called it a Jr. Suite. Unacceptable. If I had seen the room, a floor plan or told about it's size I would NEVER have agreed to pay that price for it. During this same meeting I inquired about having the rehearsal dinner or next day brunch I was handed photocopies of the menu without any explanations, my questions were cut off and they never followed up or expressed any interest in facilitating my request. Needless to say, the rehearsal dinner was somewhere else.

When inquiring about a hotel shuttle bus service to deliver guests to the reception my husband received a different answer each time he asked. After asking three times to three different people he decided the guests would be able to take taxis since the reception was less than 2 miles away. However, the night of the wedding guests were able to catch a shuttle to the reception. Unfortunately, the shuttle took them to the wrong location. This delayed the guests including those that were needed earlier for photos like the Maid of Honor and the Mother of the Bride.

When I checked in prior t the wedding the receptionist at the desk was rude. We were on line to check in and were told to go to another line. When we went to that line the receptionist there told us to go back to where we had just be redirected from. When we explained we were told to go to her by her colleague she said, "Just go stand over there". We went back but then ended up with her again. She was even more rude and impolite than before.

One of our guests (who had made reservations weeks prior) was contacted by the hotel and told the hotel had overbooked and they could recommend him somewhere 10 miles away. Fortunately, he contacted the management directly and he was able to stay at the hotel. This made us worry about the rest of our guests reservations, something you shouldn't have to worry about days before the wedding.

Over the course of these events we complained twice including to the G.M. The G.M. did not respond directly but designated his assistant to contact us. She was very apologetic but did not offer any compensation whatsoever. In my opinion, breakfast coupons, free internet, comped suite or reserved hotel shuttle service would have been a nice gesture.

I would not recommend this hotel for any event where you would like to have a professional, competent and courteous...

We very highly recommend the Sonesta in White Plains, NY for your wedding hotel block and events!

My partner and I got married in March 2024, and the team at Sonesta White Plains Downtown helped make our wedding weekend a lot less stressful. For our wedding, we used the Sonesta for our wedding hotel block, as well as for an after party, and we could not have been happier with how everything worked out with our own rooms, as well the after party event, and the customer service onsite was probably the best we have ever experienced. When we first booked with Sonesta, we worked primarily with Amy, the Convention Services Manager, who was not only very professional, but also extremely responsive, as well as accommodating to what we needed for our guests. Amy and the Sonesta team were all very accessible throughout the entire process when working on organizing the specific timeline and requirements we needed. When it came to coordinating the drop-off and dispersal of the welcome bags for our guests staying at the hotel, as well for planning our shuttles to and from the venue, the Sonesta team made everything very simple and practically effortless for us, permitting us to worry about a few less things throughout the weekend.

From the start of our arrival, the staff at Sonesta made us feel as if we were VIPs, despite there being at least two other wedding blocks at the hotel that weekend. When we first checked in, we were immediately greeted by the onsite manager who made sure we had everything we needed and helped us with anything we could. Throughout the entire weekend, the customer service was impeccable, not only for my partner and I, but for all of our wedding guests at the hotel. All of the Sonesta staff were extremely kind and helpful. Additionally, the hotel itself is very nice and clean, and it looked like they had just recently renovated a lot of the various common areas. We also were allowed to use one of their brand new suites as the bridal suite and it was beautiful, and huge! It was also very spacious for the hair & makeup teams in the morning.

When it came to the after party, we worked primarily with Dwight, the Assistant Food & Beverage Manager at the White Plains Sonesta, and he was really great. He was tremendously helpful and accommodating when it came to helping us plan the after party, as well as during the event itself. Dwight made sure everything for the party was set up and ready to go before everyone arrived, and he consistently checked-in on us throughout the event to see if we needed anything. Additionally, the food during the after party and ordered as room service was all really good as well.

Overall, we had an amazing stay at the Sonesta White Plains Downtown during our wedding weekend and everything went very smoothly. We really cannot say enough great things about the Sonesta, the management team or the hotel staff at the White Plains location. They were all remarkable and the hotel was exceptional. We very highly recommend the Sonesta in White Plains, NY for your wedding hotel block and any related wedding events!

Sincerely, Mr. & Mrs. David &...