Sonesta ES Suites San Antonio Northwest - Medical Center — Hotel in San Antonio

I reported all the following reasons to the front desk that was rude and then when I reported it to the corporate office they said there was nothing they could do either. I would not recommend this place to my worst enemy. I had previously stayed at this hotel and enjoyed it so much we returned. But whatever has happened in the last two years is horrible. The only reason we could not move to another hotel is because we had already paid over $1300 to stay here and they refused to pay to move us or refund anything more than $100. ||1. The air conditioning in the 3rd floor hallway never worked. Making the room temperature hot. So hot I had to buy a fan. Called to get someone to check on the ac but we would need to leave the room after my kids had already gone to sleep. ||2. The freezer did not work or I should say worked when it wanted. Making the ice a solid block and our ice cream soup then mush. ||3. Two tv remotes were broken. ||4. Bugs crawling on the walls on four occasions. ||5. No paper towels, dishwasher tables/liquid in kitchen upon arrival or ever due to no room service. Room service needed to be requested 24-48 hours in advance. When checking in I requested it daily. I was told that could not happen so it never happened. ||6. Trash cans were so small I had to buy my own garbage bags that no one ever picked up until after we left because there was no room service. ||7. Other rooms trash as left out side their doors in hallway for days. ||8. No towels at the pool. ||9. There was dog poop everywhere. Another guest stepped on it on the side walk. ||10. All the dishes and in the cabinets were covered in dry food. Probably because there was no dishwasher cleaner in the room. ||11. After two days, there was very little water pressure at 9:00 pm. We could not take a shower or flush the toilet. I called the front desk and again we would need to leave the room. My kids were asleep. They refused to come check the room. Made an appointment for the next day at 1:00 pm. We return to the room the next day at 3:00 pm and someone knocked on the door saying we weren’t supposed to be there. The appointment was at 1:00. No one ever checked the water because again we were in the room. ||12. On our last night after all of the other things had happened, we went to exchange our towels to take a bath. We were told there were no towels. They would bring some up if and when they had any. ||13. At breakfast there were pancakes but I hope you don’t need syrup to go with because there never was any. Also when one worker takes off and is the only one with a key for the juice machine they is no juice at...

TL,DR: Great place to stay—staff is helpful, maintenance guy has a huge heart!

The military brought me here, and I’ve been staying at this extended stay for over a month for several reasons:

1. Required to quarantine for 2 weeks,
2. Horrible winter storm that prevented me from finding a home, and
3. House I wanted to rent immediately foreclosed after signing the lease.

The staff here, especially Victor and the maintenance man (don’t know his name), have been incredibly helpful. Here are the problems they have solved for me:

1. Offered me a competitive room rate and nice room,
2. Took any complaint I had extremely seriously and even personally called me to figure out how to better accommodate myself and my girlfriend,
3. Excluding the winter storm, they’ve been on point with cleaning services and offered great laundry service,
4. Provided a clean and satisfactory gym, and
5. Solved the heat and water problem in our room to the best of their ability given ABSOLUTELY terrible weather conditions.

I had (and am having—because of the house situation, lol) an above satisfactory stay here. If you have a complaint tell the staff—especially Victor—because they will listen to your concern and solve it.

Recognize if you come here and there is a TERRIBLE (below 32°F) winter storm, none of Texas is prepared for it. Despite that, these guys will sacrifice their safety to ensure you stay safe and warm.

The one piece of feedback I would have for the staff is to communicate with the guests more. We had a fire sprinkler break and we thought the rooms were caving in—this was not true, but we had no idea at the time. It would have been nice to have that explained because being in a 3 story building (that may have structural problems) is especially terrifying in a 10°F winter storm. There were no other hotels for us to go to either, so we seriously thought we might be in a very dangerous situation. I’ve already discussed it with Victor and he was very receptive to my feedback.

I know this is no Hilton, but something that really stuck out with me when I stayed at a Hilton in San Antonio is they reached out to see how my stay could be improved, even when it was satisfactory. This is something this Sonesta ES hotel can do for free! They can text or call guests to ensure their stay went well during extreme emergencies or after they’ve checked out. It’s personal and actually makes it feel like the hotel truly cares about their guests.

Extreme customer service breeds extreme...

I've been here 3 weeks so far with my brother why we shuttle back and forth to the nearby VA medical center. We were a little skeptical after reading other reviews, but were plesantly surprised when we arrived. On June 8th 2012, they were installing brand new LCD TVs in all of the rooms. We have a one bedroom suite on the 3rd floor and the whole floor has been fully renovated. New glass top cooktop, solid surface counter tops and bar. The original chairs were too short to use the bar, but they were replaced this week with the correct ones. The bathroom and sink area are completely redone with nice white subway and glass tiles. The staff here are really nice. We never seem to be awake for the first round of house keeping, so we catch them when they come by a second time or just call down and have them come back. They've redone all floors as of now and we did have to put up with some dust from the second floor, but well worth it. The laundry facilities are free (4 washer 4 dryers). There is a printer/copier/fax/scanner in the business center and the gym is small, but also updated. You can watch the wall mounted LCD while on the treadmill (2). The breakfast is good, eggs and a meat and sometimes biscuts and gravy. Always hardboiled eggs, fresh fruit and a variety of breads, bagels, muffins, cereal, etc. The little dinners Tues-Thurs are a great help if you're on a budget. The pool area is very nice and kept clean, the towels though are small so we usually bring one down from the room...and don't forget your key or you may have to bang on the door. The 24/hour pantry is nice, but it's $3 for an ice cream sandwich so I recommend picking some up for the freezer while you're out. Movie slection is a 50-60 pretty good titles and free is better then Redbox, although you can walk to a redbox over at the nearby CVS. The shuttle is a little bus is a little older and the interior is old, but the driver is very friendly and they'll take you to more places then what's listed. All in all, this is a nice place, the room is plenty big to strechout in, and I'm sure you'll find the same...the only drawback I'd say is the WiFi Internet connection is a little weak. We are away from the main source. I do work online and can get onto VPN just fine, but it takes a while to transfer some larger documents, probably not the best...