Sonesta Essential Orlando Airport — Hotel in Pine Castle

Exceptional! Let me say first off, my travels of 10 years to date, this hotel with the staff and accommodations as well as the safety and cleanliness AND Hospitality provided has been EXCEPTIONAL. Facts to back this up are, as following: Staff 100% ALL STAFF (not just one of the few, ALL!) have been very kind and very welcoming and generous with providing the necessary services of towels when asked , along with linens and food at breakfast. Anyone who travels as we have for work you find yourself in 90% hotels giving a very anxious or a hostile response to your needs as if it’s a hassle.. This staff has given me the opportunity to experience what we travelers are promised when going to these hotels as every accommodation PLUS have been met in ways you only wish for all your traveling experiences.

The staff members’ and General manager running this location, Shayla Edmondson, Fatima, Corey, Ameil (my apologies on the misspelling of the name), Gerry, as well as the gentleman who works maintenance (in camo shorts, great gentleman!) HAVE ALL MADE MY 2 months of time here INCREDIBLE.

The lady for breakfast has done an excellent service to all of us and my Crew with Atlas Installations being she is our first interaction each morning as we shuffle to work half awake and hungry, usually in a rush. She constantly provides a smile and gratitude for our presence WHICH IS VERY MEMORABLE.

The housekeeping staff and Housekeeping Management Took every room to a whole new level especially treating individuals with utmost respect when approaching rooms with the infamous knock we all anxiously try to leave before having to hear, many times our company took a minute to send the extended reservation thru so rather than these ladies treat us like we are harming the intentions of new guests by our time still in the room, they immediately respectfully handled the situation by giving us the time needed to have he room either extended or us to depart which in turn was extended. We were always greet with a smile and a presence of gratitude as well.

All and All this hotel has Topped every expectation and Desire for the given deliverance advertised...

Update!!! It has been four days and I have yet to be contacted regarding this matter. I have also filed a dispute twice to express my dissatisfaction with their services. It is truly disappointing that the hotel has treated its customers in such a manner. They appear to be careless and solely focused on generating revenue, without regard for the circumstances of their customers. If the $167 at stake is of such significance to them, they are welcome to it. Furthermore, when I contacted the hotel to inform them of my delayed and cancelled flight, the representative I spoke with assured me that he would check in on my behalf. I am perplexed as to why he would take such action, given that I had explicitly stated my inability to arrive. This error has resulted in PayPal's inability to process my refund, as the hotel's records indicate that I had checked in, which is inaccurate.

I am writing to express my disappointment with the hotel's cancellation policy. I understand that reservations not showing up result in no refund. However, I had to cancel my stay due to unforeseen circumstances, specifically the snowstorm in Texas that caused all flights to be canceled. Despite my efforts to rebook my flight, I was unable to arrive at the hotel. I contacted the hotel and explained my situation, but they refused to make an exception. I find this policy to be inflexible and unreasonable, particularly in situations where the cancellation is due to circumstances beyond the guest's control, such as weather conditions and canceled flights. I would appreciate it if the hotel could reconsider its policy and provide a refund or credit in such cases. I am concerned that the hotel's current policy may be perceived as unfair and may deter potential guests. In my case, not only did I lose the cost of the cruise, but I also lost the hotel fee, which amounts to $167. I hope that the hotel will take my feedback into consideration and make necessary adjustments...

DO NOT BOOK. THIS HOTEL HAS NO VALUE FOR ITS CUSTOMERS LIFE. I booked 2 nights (March 10-12th 2025). 1-The rooms not clean, 2- bedsheets very worn, yellow stained and found holes on it. 3- The room has unpleasant odor. Bathroom sink found dirty. I didn't really care about it as I was just staying for the night. I wouldn't be there during the day. First day went out came back the key card was deactivate went to front desk they had no idea why was it deactivated and no service was done.the first night i could not sleep due to Something was making very noisy and loud bangs behind the bathroom wall. I asked to change my room even though they had rooms avaliable they didnt do it.Despite all these issues I still stayed the second night. In the middle of the night around 3:30 in the morning my daughter went to use bathroom as soon as she came back the bed headboard fell on her. I picked the room phone to call front desk noticed that the phone was just placed on the side table and was not even connected.My daughter's phone broke seems like the headboard hit it. In the morning i discussed it with front desk. They gave me 40% off later in the day my daughter didn't feel good and was saying she is dizzy, has headaches and her neck hurts. I changed my flight made it back to Canada. Talked to the manager after seeing the dr. She was very nice and said she already applied a full discount for 1 night and said will call me back after she talks to her manager. She never got back to me and every time I call she hides. I would like this matter to be taken care of. Someone needs to reach out to me or I will have to reach out to BUSINESS( BBB ) MEDIA AND FOLLOW WITH a LAWSUIT. It is about my daughter's life. How could a business management be so careless and not care about someones life....How can they neglect with maintainance? Phone connection? Anything could have happened that night. Overall had the worse experience...