Sonesta Simply Suites Las Vegas Convention Center — Hotel in Paradise

I have stayed in hotels all over the world, and the management displayed some of the worst behavior I have ever witnessed at this hotel. Here is a list of the horrors I experienced while staying at this hotel over multiple stays:

1. On two separate bookings, the water was shut off at the entire property for over 8 hours (which can be corroborated by other reviewers on this site). I booked through a website and prepaid, and there was no notice to me at all before I prepaid of this until after I arrived on property and they had taken my money. Completely dishonest. It was a major inconvenience w/total disregard to customers.
2. I was constantly ignored by maid staff when asking for supplies such as toilet paper and soap for the room.
3. I had to request for maintenance to come to the room over 3 times w/constant problems of the toilet clogging up. He would take his time coming to the room ignoring the problem and had to call the front desk several times to get someone to clear out the mess. This property has serious plumbing problems and not addressing them.
4. When I went to use the toaster in the room, it was broken. I had to go down to the front desk twice because I was given another broken toaster that didn't work on the first request.
5. When the water was shut off at the hotel, they told us to fill the bathtub w/water to use to fill toilet. When I went to fill the bathtub, it wouldn't hold water and kept draining out, as the stopper didn't work at all and neither did the one in the kitchen sink.
6. They offer use of the laundry room for free, but when I went to use it, several of the washers and dryers were all broken w/signs on them to not use and leaving them not being fixed.
7. The bathroom sink wouldn't drain on one occasion w/backed up water in it, and I witnessed the maintenance man many times on my floor going room to room w/a small plunger constantly trying to plunge them out. It is obvious there are serious problems they continue to ignore causing this.

When I filed a complaint w/the corporate office of these ongoing problems, the following day the hotel management ( a woman w/blonde hair) retaliated against me w/vindictiveness by telling me she was ending my stay even though I had prepaid for additional days and had many things in the room. She gave me an unreasonable short window of time after asking both my booking company and corporate to step in and ask for additional time to allow for me to get things done at such short notice w/out having a car to transport my belongings out of sheer disregard and cruelty for customers.

This hotel is a nightmare, and I would advise anyone considering booking here to stay away. They abuse customers who call them out on the dishonesty and unethical behavior of their employees towards their customers and then make it your problem just...

I am completely starting this compliant over again I am beyond disgusted end disappointed in the lack of empathy shown when I had one of my dizzy episodes. I got up not feeling so great so I stood in front of the air conditioner to cool down but nothing would cool me down. So we had everything loaded on the luggage cart and there is a knock at the door it was a woman who said what are you doing? Obviously we’re checking out but she was said or so rudely as if we were an inconvenience to her and her time. She said I have already charged you $50 for late check out it was barely 11:30am. I have stayed at plenty of fancy hotels and this is not a fancy place how about asking politely are you extending your stay with us today? So I told my daughter to hurry up and load our vehicle and I’ll take the room keys and pay for the $50. As I walked down the hallway I noticed something on the floor it was feces. I said ewww what is that now she completely walked past the poop to get to our room and didn’t even clean up the poop in the hallway. That’s hazardous now that strike two. As I continued slowly down the hall I started getting hotter and dizzy I caught the front desk counter just in time before I collapsed. Both ladies were discussing charging the $50 and not can we help you. The lack of concern and empathy toward those who are disabled is extremely discriminatory. Thank you for putting the chair behind me but as I told you this is why we went late checking out. Nobody still didn’t care the two ladies at the front made a decision to call the ambulance but had no idea what number to call??? Doesn’t that sound suspect hmmm it’s 9-1-1! I told her I don’t need a ambulance I have a medial Condition and I need ice water. I was told we don’t have ice or water but I can get you some water out the bathroom do I look like a dog to you. Seriously! I need the corporate office to reprimand these ladies and they need empathy training. Just because I have a disability doesn’t mean I get ignored. I am truly hurt and heart broken that they would not even show any concern. This establishment deserves a zero because you don’t treat people wrong because you have the power of authority to charge them an extra $50. They also need etiquette training as well if this place continues to treat disabled people wrong they will have law suit after law suit coming their way! We are not a problem because we have disabilities we just need extra time and empathy. The guest saw me cringed over the front desk they were more concerned about me than the staff was. Now that sad but mark my words you will reap...

The hotel room itself was nice and clean aside from the fact that we had many problems getting our key cards to work. We would have to slip the card in 5-6 times before the door would unlock. Also the coffee maker in the room was very clearly broken and missing parts.

The main issue I had during was my stay was was with the staff. I had made a mistake when I had reserved our room. I had intended on reserving a room on October 21-23, but I accidentally reserved the room for October 20-22. It was a mistake on my part and I do not blame the hotel for that. I do however have a problem with the way my friend and I were treated when we came to check in on October 21st. We had the displeasure of speaking with Juanita and Latoya.

Juanita in particular was very rude and unnecessarily disrespectful. She chastised us in the crowded lobby and told us it was our fault that the hotel lost profit the because we didn't check in the previous night. We asked her if we could adjust the dates for the room and she passive aggressively told us she was unsure if they had rooms available.

At this point I was just trying to check in to the hotel after a long day of travel and both Juanita and Latoya were clearly very annoyed by my presence and had no intention of working with me. I asked if they had any rooms available for the night of the 22nd and Juanita rolled her eyes at me and did not respond. I asked again if there was a room available on the night of the 22nd and Juanita said she was not sure. She did not elaborate or check for availablitly. That was the end of the interaction. They had no interest in helping or even checking to see if a room was available.

It was a very frustrating interaction. I understand that I had made a mistake and I don't blame them for that, I just don't understand why they were were so rude and unhelpful. Both Juanita and Latoya obviously had no interest in helping or making a reservation for another night for us. Latoya told us she was the supervisor for the night. I think juanita was training her because she kept asking juanita how to work the computer and what she should do. If this is the case then I really think some extra customer service training will be helpful for the staff here.

We ended up checking in for one night and leaving the lobby in awkward silence. It was very bizarre.

The next night we ended up going across the street to The Residence in by Marriott and they were very accommodating. I would recommend staying...