Sonesta ES Suites Dallas Central Expressway — Hotel in Dallas

I booked this hotel because of the great location and online the rooms looked very clean and nice. I want to point out first that the gentlemen who checked me in was very respectful and helpful. However upon checking in, the first thing I noticed was that the room is extremely outdated. The couch had a lot of stains and the floors we’re so dusty and have so many stains. The bathroom only had one light working which wasn’t too much of a big deal at first until I realized that light was the only ceiling light that worked throughout the whole hotel room. The kitchen lights didn’t work and on top of that the bathtub had a lot of cracks and rust beneath the surface. I was very exhausted from traveling all night and wasn’t able to check in until 4pm as per hotel rules so hetting these problems fixed wasn’t on my mind when I first entered. By the time I rested and came down to tell the front desk about the issues in my room, they said that their engineer went home for the day and wouldn’t be anle to fix it until the next day which was understandable since I did come down pretty late. He told me he would let them know to fix it the following day so I wouldn’t have to worry about it. That wasn’t the case unfortunately. It never got fixed and throughout my stay I only had lamps working in the room.

Another thing that did upset me about my stay was after I let the front desk know about the issues with the lights in my room, as I was walking out the front door, one of the workers was running inside and almost ran into me. I said sorry I didn’t know she was gonna be running around the corner inside the hotel and her reply was “Jesus Christ dude this is how people get shot.” Being a guest from out of state and hearing that from an employee really threw me off. I am pretty big on customer service since I used to work in the customer service industry since I started working so that altercation I had with that employee was pretty much the cherry on top of my disappointment in choosing this hotel.

Not being from the DFW area, I thought this was a pretty nice neighborhood so I didn’t feel unsafe at first until at night when I saw some sketchy people out in the parking lot taking photos of me and my car. I didn’t think too much of it because I didn’t think they meant to take photos of me until later I looked out the window from my room and saw them shining flashlights into my car and other peoples cars too. This happened almost everynight during my stay so I would reconsider booking if you have small children with you.

If you do stay, I do recommend asking for extra blankets because the beds only come with two layers of very thin blankets and two very dirty worn out pillows. The only thing that was good about my stay here was the gentlement who checked me in and the prime location being close to downtown Dallas. I occasionally stay at Sonesta hotels when I travel but I don’t think I will ever book this...

Chose this hotel because I found a really great deal online and know the location is good-so booked a few nights. Issue 1: The pleasant and friendly desk attendant quickly checked me in and informed me of a $250 deposit I had to pay… while the website indicates deposit is $175 and other reviews reference $100, which are all a bit excessive-but no choice The room itself was reasonably clean, impressed with the size and layout, biggest complaint about the rooms being Issue 2: you hear EVERYTHING from the other rooms and outside. EVERYTHING... I ultimately extend my stay 2 more times, issue 3: each extension requiring a new $175 deposit-which is now quite excessive to be holding $300 for 6 nights stay (had already received the initial $250) and I don’t understand why the initial $175 couldn’t just be applied to the extension. So it comes to the morning of checkout and I don’t extend because I didn’t have an extra extra extra $175 to pay in addition to the hundreds it cost for the room. Issue 4: Reading the reviews about the reasons for keeping the outrageous deposits has me spending extra time cleaning the space and, being one person who had accumulated enough over the time staying and I’m limited on how much I can walk in a short period of time before needing to rest and elevate my foot after an accident a few years ago, and stairs further affect this (no elevator) AND it’s raining steadily-that it took me longer to get everything than anticipated. I request a late checkout since 11am just wasn’t happening. the nice-enough housekeeper coming every 15-20 minutes because there’s nothing else she could be doing Issue 5: Come 12:30 I receive a call from the front desk informing me that, because I’m 1.5 hours late, they will keep the $175 deposit (about 3 nights worth of stays, for the 1.5 hours) and furthermore, if I am not out within the next 5 minutes, they will call the POLICE on me……… Considering the only documentation regarding late checkout is on a paper at the front desk which states $50 fee, and online can find no reference to late checkout fees for this location, but ones that do: mention you have until 4:00pm for late checkout….. unbelievable. That’s how you treat paying guests?!?! you’re going to Charge 3 nights worth as a fee and call the cops-for 1.5hours late?!?! When Check in isn’t for another...

The property is nice, well lit outside, rooms nice size, clean BUT not immaculate. Also not confident they were sanitized(in the era of COVID19) found open chips and few other items in cabinets. Approx 2:25am woke up to these little guys (sugar ants) on my nightdtsnd, bible, diffuser, and making their way to the pillow. The issue was not so much about the ants it's what came afterwards. Call to the front desk acted oblivious he didn't offer to change his rooms just to use some cleaning spray. Needless to say he never brought it up. Next morning front desk supervisor flat affect no apology told us he called the Pest Control. Followed up the next day with an email to assistant manager Maurice. To my disappointment but not surprised because customer service is terrible he did not respond when I called two days later he was extremely rude and kept asking me do you want my help or not? I said obviously I do because I called you. However on the back story I had already called the 800 number of corporate because of the way I was treated on Sunday. They gave me a case number I followed up with them on Tuesday I received from Douglas a supervisor great compensation of points in an in-depth apology. I asked him what is the protocol for coaching employees. To be honest finding sugar ants in your hotel room is really not the worst that can happen however the way it was not handled is really not okay. Finally on day 5 I received a phone call from Maurice he demonstrated a little bit more professionalism but was still grilling me for questions that he should have already asked the staff. I never did get refunded $7 for parking that I didn't know anything about when I booked the room. However I did get additional points from the property as well. It would be five stars had the situation been handled differently. No one wants to have their sleep disturbed by sugar ants especially when there's no sugar around. But what makes it even worse is when the customer service is almost null & void. This is an honest review. Will I stay at this particular property again? Probably not I don't trust them. This is a property that is often used by SMU for parents weekend and other events. I was there as part of...