Sonesta ES Suites San Jose Airport — Hotel in San Jose

We are pretty easy going travelers and don’t have a problem with low budget experiences. But the lack of follow through from front desk staff, and difficulty getting anything did not line up with what we paid to stay here.

There seemed to be very little concern for customer service/satisfaction from front desk staff. Also no enforcement of no smoking. Our first two rooms we were put in smelled so strongly of cigarette smoke that I couldn't breathe after a few minutes in them. I let the staff know that the previous guests must have been smokers and that there were dozens of cigarette butts in the landscaping rocks right outside the rooms. She apologized and the third room worked out, but she didn't seem to care much and the cigarette butts were still there the entire week of our stay. There were also people smoking at the pool regularly, which meant our family couldn't use it due to allergies to cigarette smoke.

Whenever we called to ask for something, like more towels, we were given specific rules to follow to get them (put our used towels outside the door in a bag so they can swap the exact amount). But after following those rules, the hotel didn’t do their part. Our bag of used towels was outside our second floor room 2 days before we moved them downstairs. They were taken but we never got new ones. We finally started taking care of our own trash using bags from food deliveries, and grabbing towels from the gym.

We stayed at Sonesta instead of an airbnb because of the pool, and the listing as a non-smoking facility. But we only used the pool two out of seven days because of smokers and lack of towels. We had several family members in other rooms and all agreed that it was pretty poor quality for the price, and the lack of housekeeping help for simple things like trash and towels was frustrating. None of us could imagine staying there again.

The three positives we had were comfortable beds, plenty of parking (for $5 a day) and a good breakfast. The people setting up and cleaning up from breakfast did a fantastic job and were very nice. I also give a 2 instead of a 1 or 0 because the rooms weren't noticeably dirty and we didn't have to deal with anything noticeably unsanitary like...

Hotel of terrible quality of service I had several problems and I was still charged $340 for a broken door that I wasn't the one who broke it was already there!!! I arrived very late from. After I'm going to be late from 6:00 am there's a serious spine problem and I have a medical certificate for that I had to climb two floors of stairs alone with my suitcases arriving in my room I noticed that the heater wasn't working it was extremely cold I was tired and I went to sleep the next day I called there asking for someone to fix it took 2:00 hours until someone returned to me I had to go to the lobby and report the problem again because it hadn't been solved they changed my room and put one in the other room saying it was an upgrade that they had 2/2 I'm traveling alone so there was no need to use another room and the broken door was just in the room that I didn't sleep in the room I didn't use!!! I called there asking why the charge of $340 the lobby attendant treated me super badly even hung up the phone in my face I got by other means the manager's email I sent an email to the manager Politely explaining the situation and he answered me saying that there was nothing to do because there is no way to prove it.

This was my horrible experience in this hotel two two nights I only paid a total of $780 and it was very badly received I stay in the hotel chain only in this for more than three months in California and I never had a problem this was the first problem and PLEASE pay close attention when you pick up this hotel check in every corner of the room and report any error because if not they can say it was you and charge...

-NOT TO MENTION!!!!: Way Before i Knew Any Of The Informantion I Kno Know About the Strange Things ... While We Was Gone We Came Back our Key Card Door Wasnt Workin I Went To The Office For cards 4times.... on the last day Since Being Herd About The Squatters they have I Knoticed the door hinges was broke...On Top Of THATT SUMBODY Tried To Break In While We was inside but He knocked then hid first but we aint c him i heard some then closed The Door And Watched Through The Peep Hole HE RAN I Count See the Face But The Description was on point.... This is crazy .. WE GOIN TO BREAKFAST THE SAME DESCRIPTION I GAVE THAT I SEEN IT WAS THIS ASIAN BOY WITH A BACKPACK ON... We dont play thattt!!!!

After All This Stuff Then Happen NOT ONLY THAT... My daughter says she is going to look on the reviews for the hotel and to be honest we dont look at reviews ALL THE REVIEWS SHE SHOWED was THE EXACT SAME THING THAT HAPPEN WHILE WE WERE STAYING THERE. This bleww uss and It was Creepy because The Front Desk (the idian looking man) and Always Would say "Its Their Kids playing or On Memorial weekend it's probably an event and people walking up the stairs or its a wedding party above the back of us" even told my daughter and son-inlaw the first couple of times "ITS PROBABLY A ANIMAL" she told me i said He trying to INSULT OUR INTELLIGENCE we not no Dummies WE HEARING THAT ALLDAY AND NIGHT THROUGHTOUT OUR STAY A Monthhhhh 30dayyyyyssssss!!! and Also To Say THE GENERAL MANAGER ATTITUDE BAD RUDE I ALMOST CLIMBED OVER THE DESK ON HER AND THE (CHINESE LOOKING OLD MAN) SCARED OF HER thinking he know...