Sonesta Select Pleasant Hill — Hotel in Pleasant Hill

We lived in this hotel for two years.. we have live through 2 managers but J was the worse. I was treated like trash because I called the GM out on his behavior and he doesn’t like for women to speak to him as if they know more than him. For two years we had NO problems but when J comes in and takes over he was determined to get all the long term people out. We were discriminated against more than once but we let it go because we lived there, like what could I do. But this time was it, keep in mind we have paid THOUSANDS to this hotel but one day J came in on his day off and saw that my family having a family dinner in the public sitting area and he was HOT.now keep in mind we have done this before and there was never an issue we always cleaned up after selves.. but this day J was mad and and made comments that we had the place looking like “Zoo” liken the children that were there as animals . Now anyone knows that is a derogatory term to use no matter who you are talking to. My aunt was there speaking nicely to him asking him (for future references) if she could get a list of the policies because every time we turned around a policy had changed, so we wanted to make sure that we stayed in the guidelines within the policy. The GM J got so upset and begin to tell her that she was not allowed to be in his hotel and told his front desk manager to call the cops . If you think this escalated quickly it’s because it did. He had the cops called on my Aunt, begin to demand that I pay a balance that they already knew existed that night(Mind you we always paid our balances, remember we were living there) . Brought the cops to my room (mind you he didn’t call them for me) and told me that my husband can stay in the room but my children and myself had to leave because he realized that I (and my children all of a sudden) wasn’t registered to the room. My FIL was in the hospital the whole time to find that he too have been evicted and was giving three days.. my FIL called him and sat with him talked with him and that when the GM J said the room I had, he will give us 24 hours to leave but to my FIL he will honor the 3-days. Ya’ll we cleaned up that room (I’m talking about wiping the walls , like waking up on a Saturday morning with gospel music playing-kind of cleaning) and didn’t finish until 2 am in the morning. Tell me why the GM J called his front desk employee at 6:12am (I will never forget it) to use his master key to come into our room. No knock, no nothing. We woke up heart racing, and scared. It was a good thing that from day one we always use the latch when we call it a night but when we open the door it was his employees saying that “Sorry I’m getting off my shift and J called me to tell me to make sure that you all all was gone and out of here” . He apologized and felt bad that he was thrown into the situation and he left. We were shocked, my family was confused because it certainly wasn’t 24hours. I have been fighting for sometime seeking any form of compensation, they denied it. This place said that we had “multiple violations” which we never were aware when we lived there. I have watch this GM J be very rude to people of color, talk trash about people of color, accuse them of not paying for their room when the guest is showing him proof that he paid for the room he was staying .. I have seen it all and to find out that this man is not being held accountable for his actions is sicking.. all they can say is pay your balance we’re sorry that this is your experience. What am I supposed to do with that. This man literally threw a tantrum because his wrong was called out and he couldn’t handle it. I have worked with a lot professional business people and I have never seen someone act the way the GMJ at Sonesta Select has acted. My family was accused of having damaged to the room and even though I have videos proof of the how the rooms looked when we left it, it’s as if I have nothing. Book at your own discretion. I wish I can express the hell that this was.. I never felt my color so much as I...

Yesterday I went to check into the Sonesta Select Pleasant Hill, I had a 1pm zoom meeting to hop on and I arrived at the hotel at around 12:20pm. When I entered the lobby I heard loud talking. There was a customer who was African-American and in a wheelchair having a heated discussion with the front desk clerk who I later learned her name was Romica. There were 2-3 other people in line in front of me and we all witnessed this interaction. What I learned was the customer (who works for the military) was told she'd get a 15% discount upon check-in. The clerk the night before couldn't figure out how to apply the discount and told the customer to let the daytime clerk (and/or manager) know and they'd apply the discount. The customer was asking for the discount when I walked in the lobby as she was checking out. Romica the clerk, was refusing. The customer told her not only did she work for the military, she also had AAA and so one of the discounts should be applicable. The total of the discount couldn't have been more than $15. Romica, the clerk, still refused to give her the discount. Throughout the interaction (which was video recorded by one of the people in line), the clerk told the customer that she was "trouble", that she was going to call the police on her if she didn't leave (although the customer couldn't leave because Romica refused to check her out, sitting there with her head in her hands). Romica also referred to the customer as girl saying "girl, I work for the gov't too". The customer asked for Romica to write down her name, her managers and and her managers contact info and Romica refused. After two of us waiting in line mentioned that we were on time constraints and could we please check in, only then did Romica check out the customer and allow her to leave, still without providing any contact information. When the other customer and myself checked in we were spoken to in a completely different and much nicer tone, we both happened to be white. The other customer who was recording the interaction was African-American and when Romica found out he was recording and attempting to assist the customer Romica said she would not allow him to check in either. Clearly she had an issue with the fact that they were both African-American above and beyond her very poor customer service skills. The rest of the staff at the hotel was very nice and apologetic for Romica. When I was checking out there was a different clerk at the front desk and he mentioned that there had been some issues with Romica in the past and quickly provided the managers email and encouraged me to email him. I have been to many hotels ranging in price from $100/night to $25k a night due to my work and I've never experienced the lack of customer service that I witnessed at this hotel solely by Romica. I won't be staying here...

I have stayed over 900 nights in Marriott hotels and the reason for this is when I'm away from my family and home working I want to be in a place where I"m comfortable. This was by far the worst experience I've ever had. I called immediately when I got to the airport to let them know that I accidentally left my wedding ring and cell phone charge in my room. I let them know that this was a very special possession of mine and that I'd like them to act fast on looking in my room. I was told, I'll have my house cleaner look and I'll call you back. No call back, I'm worried the entire flight home. I call once I land and I get "Oh sorry, they looked and found nothing. I asked if someone such as a manager could look and got " I'll look and call you back". That night I call back because no one calls me, once again I get told "I'll have someone look and call you back" At this point I'm furious I ask to talk to the manager. I got a good feeling about talking to her because she felt genuinely sorry. I was told that they looked and couldn't look very hard because there was now a guest staying in the room. The GM then calls me to tell me that on Friday I would be called and again NOTHING. NO CALL BACK, NO NOTHING! They absolutely don't care about you or your belongings and that's NOT the Marriott way. VERY disappointing to say the least. On Friday I get an alert on my phone that tells me my debit card has been compromised. Someone in that area used my debit card to buy $600 worth of Nike clothes so I call to inform the manager and the front desk personnel tells me the manager isn't in but we'll give them the note. I asked for them to look at the camera footage to see if anyone entered or exited my room and again, ABSOLUTELY NO CALL BACK... Poor service, I'm working with my bank and will be pressing charges against them and giving them the details of my stay in the Marriott. Absolutely unacceptable, Marriott should be ashamed to call them...