Sonesta Essential IAH Airport JFK Boulevard — Hotel in Houston

I arrive to Houston around 9 AM on June 27. I knew that it was way too early for me to check in so I asked the young lady that was behind the desk to hold my luggage as I was sitting in the lobby waiting for my right to pick me up another gentleman was coming to check out and he mentioned that there was no running hot water. The lady at the front desk says yes, sir. We are aware we do apologize. We are working on it. Once I return to the hotel around 3 PM, I checked into my room that Friday I was too exhausted to take a shower that night so I got up the next morning to take a shower Since I had a concert to get to around 7 PM that evening, which I needed to wash my hair I go turn on the hot water. Let it sit for a good 15 minutes so there can be a nice thing I go back and there's no steam. I put my hand underneath the water, and it was ice cold. I immediately picked up guest phone in the room and called down to the front desk and Stev the gentleman at the front desk picked up the phone I express to him about the gentleman the morning before speaking to the lady at the front desk that you guys were totally aware that there was no running water and why haven't this been address? She was very rude and stated we have never heard that there was no running water, so I don't know what you're speaking on. And I say you may not be aware of it but the lady at the front desk yesterday morning definitely was told about it. He stated well ma'am what do you want me to do at this time? I said I would like maintenance to come up to check my room to see if it's only my room that's having issues or get me into a new room that has running hot water so I can get myself ready to start the day. Remind you this is 830AM in the morning. He said that the maintenance guy goes in between three properties, and he doesn't know when he's going to be able to get him on property. I said what am I supposed to do at this time? He said just wait. I said have you guys informed your office supervisor or GM And that's when he passed the phone over to Sika Which once again was very rude and was like he stated there's nothing that we can do at this time. You just have to wait and Hung up the phone. So, I waiting 2 hrs and still no follow up So I called back down to the front desk, spoke with Sika. And I expressed to her how concerning I am that I have been waiting for over two hours to take a shower so I can get my day going so I can prepare for my concert and I ask if there's another hotel that they can move me too, and she says no everything is sold out. I just have to wait. So now it's 545 and still no follow up So I ended up taking a ice cold wash up didn't even take a proper shower couldn't wash my hair. This was just an awful experience. This hotel is not maintained at all. There are stains all over the floor. There's no fountain to get drinking water. There are wires hanging from the ceiling. There is dirty trash that stinking up the hallways and to top it off there is roaches crawling on the walls and on the desk in the rooms. Been working with guest relations and was told because of their policy they’re not able to give me a refund. I do believe that this hotel have breached their own policies when they allow me to check in with no running hot I am requesting...

I don’t usually leave negative reviews, but this was the worst experience I’ve ever had. For a 4-star hotel, the customer service was shockingly poor, and I expected far better. From start to finish, the stay was filled with issues.||First, none of the ice machines on any floor were working. When I called the lobby, they acknowledged the problem but failed to inform us at check-in, leading to unnecessary frustration as we searched each floor. Then, when attempting to take a shower, the drain was clogged, causing the tub to fill up. We requested a room change, only to find that the second room had the exact same issue and was also smaller. Exhausted, we decided to return to the original room. The staff member on duty did offer a late checkout as compensation for the inconvenience.||The next morning, however, we were repeatedly woken up by housekeeping at 8, 9, and 10 a.m., despite it being well before checkout. Then, at the designated checkout time, Lily M from customer service called. We explained we had been granted a late checkout, but she rudely insisted that no such arrangement had been made and that we needed to vacate the room immediately. Despite explaining the situation, she was dismissive, refused to let us speak with the manager, and gave us only 15 minutes to leave. When I asked for the manager’s name, she claimed she wasn’t allowed to disclose it.||Things escalated further when Lily M threatened to send security if we didn’t vacate within 10 minutes, despite us clearly needing more time to pack. She followed through, but even the security staff recognized how absurd the situation was and left us to finish packing. The hotel was practically empty, so it’s baffling that something as simple as a late checkout wasn’t honored, especially given the inconveniences we had already faced.||This experience was completely disrespectful, and I would never stay at a Sonesta hotel again. I highly advise others to think twice before...

I am writing to formally express my deep dissatisfaction with the experience I had during an overnight stay at the Sonesta Hotel, arranged by American Airlines due to a missed connection to Brazil caused by a flight delay. Upon arrival at the hotel, we were assisted at check-in by a staff member who had difficulty communicating in English. As our flight was scheduled for the following day at 8:00 PM, we asked multiple times if we were required to check out at 12:00 PM. After confirming our flight time, the staff member assured us that we can stay at the hotel until the shuttle time to return to the airport. Based on this information, we scheduled the shuttle to the airport for 5:00 PM. The next morning, we briefly left the hotel to purchase a change of clothes. Fortunately, we had already taken showers before leaving. Upon returning, we were shocked to find our room being cleaned and our belongings removed. The housekeeper informed us that our items had been taken out of the room due to the 12:00 PM checkout time. To our dismay, we discovered that all our personal belongings had been removed without our consent and placed into our backpacks by hotel staff. These included sensitive and valuable items such as passports, credit cards, and laptops. We consider this a severe breach of privacy and security. Although the staff apologized and claimed it was a misunderstanding, I find it completely unacceptable that no attempt was made to contact us before handling our belongings. The front desk later stated that they did not have our phone number on file — an oversight on their part during check-in, which only compounded the issue. I am extremely disappointed with the way this situation was handled. It caused us stress, violated our privacy, and demonstrated a lack of professionalism and care for guests. I would never return to this hotel and cannot, in good conscience, recommend...