Nuvo Suites Hotel — Hotel in Sweetwater

I wanna start this off by saying that reliving and having to write what happened at this horrible hotel, is very hard for me. I am not happy to have to do this but I want to let people know what type of people run this place. (Abusers)

I checked at the end of November, for 3 nights.I got to my room and everything was great, I was happy with the room I got.

After sleeping in the car for days because Im currently unhoused, I was exhausted so I got in bed until it was around 8pm and I wanted to take a warm shower to go to sleep since I was so tired.

The shower was broken so I called the front desk to get help. I have been to many hotels and I have always had a wonderful experience. As someone who works in the service industry, I know firsthand how the customer and guest should be treated.

I know how easy it is for a manager to RESOLVE an issue quickly.

That is their job, that is what they are there to do. Alexandra was extremely unhelpful over the phone and I just prayed they would give me a resolution promptly so I could shower and rest. I waited 30 minutes for them to come up, first comes the handyman and he immediately calls the manager and tells her to come up to talk to me. He says oh its fine but then says it will take him 30 minutes to fix it…then comes housekeeping and the manager.

I told her, Im not waiting anymore so what are you going to do to help me… This woman started arguing with me that it hasn’t been 30 minutes and that I can wait, WHILE SHE had a NEW KEY in her hand. After me going back and forth because I KNOW what they can do. She makes disgusting comments and makes fun of me for wanting to go to sleep at almost 9pm at that point.

So I told her, I have been sleeping in my car for days so yeah I just want to shower asap and go to sleep. I asked her what else she was going to do for all the inconveniences they caused. She could have offered me a new room from the beginning but she didn’t care to help me.

Alexandra you were so cruel to me.

That night was that and I thought okay, that was a terrible manager but the hotel is sort of nice and the room I got was bigger and had a balcony, with a parking lot view, but a little better and spacious. As someone who is autistic, having light and windows is important.

My friend who was staying with me, comes the next night and when I come down to help her figure out parking since they never told me I only had one parking spot and we had two cars, I said, Im sorry these people are so incompetent and that did it. This big man got in my face, he’s another manager and while he’s hyperventilating almost chest to chest with me, says, you have been so rude to us, I am calling the police, I want you out of my hotel.

I was in shock. He was threatening to call the cops for NO reason. So I laughed in his face and said go for it. I went back to my room calmly because I KNOW the law and I know he was just trying to scare me out. He told me to grab my things and leave.

I spent a good amount of my savings to get this hotel. My friend who was staying with me who is also houseless, was basically harassed by him. Every day the manager contacted her to tell her to leave and so she did because she’s an immigrant.

When she told me why she left out of the blue, I was still surprised this man had decided to lie and basically kick out a guest so that I would be left to pay the bill on my own.

Please AVOID staying in this hotel.

The managers at this hotel are horrible, but MOST of the staff was great.

The police never showed up to my door because I did nothing wrong.

I will be back to the hotel to have a drink. This was not my first stay here but it will definitely be my last. I do not support abusers and patriarchal men who think it’s okay to get in the face of their PAYING guests to make threats.

Had they done their job properly and with kindness, this review would be so different. If you are anyone with a history of trauma, these people will only make it worse. They all need training on customer service.

They are...

Staff is friendly. When booking hotel it showed “hot breakfast included “ when you pay a bit extra , turns out its only PREPACKED COLD/FROZEN food. The hotel looked kind of clean when we got there. The cabinet had a mug that was stained inside from hot chocolate from previous guests, it was a very obvious stain, something they should’ve checked for before we checked in, anyways. Our bed sheets had stains in many spots & yellow stains that we were told were “burnt marks” from the drying , we told the “cleaning” service when they stopped to check on us for new ones and they said “take it off the bed and give it to me I’ll give you new ones; I won’t change them for you it’s not part of the service” 🤷🏻‍♀️ The “cleaning” service would go into our room even when we didn’t leave the sign on the door & clean ABSOLUTELY NOTHING & only take the garbage bag by door and leave the bathroom garbage multiple times. Everytime they were there I would come home to the same dust all over the room floor, almost just felt like calling in for a broom to clean myself, but it’s vacation and that’s why you pay a hotel so I just ignored it . They would take the towels to replace for new ones & leave us short on towels a couple times as they took all the previous ones and left us with less than they took. I had a 3 pack sets of earrings & one set went missing after they had been inside the room “cleaning” took my garbage yet left all the dust and rag on floor exactly as it was before, it wasn’t a gold pair of earrings so I didn’t really care but it goes to show it wasn’t safe to leave anything laying around . The valet continuously told us “your car is ready” when we requested through their texting service yet it was ready maybe 2-3 times while all the other times we would have to stand around and wait. (We would also give it an extra 3-5 minutes before going down and still wouldn’t be ready. The rooftop pool is amazing & the spa is great, the bartender on the other hand is OK he’s rude and if there’s people he is having conversations with he will completely ignore you and act like you’re not there for a drink but to hear him talk with his friends. There’s some staff that seemed hesitant to give us towels when we went to the pool which makes no sense but yeah. Most people were polite , one of the young guys from the valet would be really really annoying “what time you need it later ; what time you need it tomorrow “ & you’d tell them “early “ and he would say “I need a time give me a time” . Like excuse me. They lost our keys and couldn’t find them one day 🤷🏻‍♀️. It wasn’t the most unpleasant experience but to say it was great would be lying. It’ll help if the “cleaning service “ actually CLEANED. & the other...

Let's just start with the fact that customer service was absolutely terrible by the SUPERVISOR. His name is Jorge de la Concha. He refused to speak Spanish to us even though there was another white person that spoke Spanish to him and he gladly answered and accomodates them. I am not saying that he is obligated to speak Spanish to us, but his response was clearly racially motivated when he had an attituse and was very unaccomodating. With other white hotel guests he was friendly. We wanted to see the room beforehand because we had a lot of luggage and did not know if this room was big enough, especially the counter; he started with refusing to show it to us saying adamantly that because of house keeping supervision he was not able to show us ANY room. Instead of trying to find a solution as he had done with the guest right next to us, he (with attitude) told us that what we wanted was too specific. We get to the rooms the next day and the bed sheets smell ABSOLUTELY TERRIBLE. We went to get more sheets and they only had 1? For a room of 4 adults? It is clear that the beds were not made and neither were the sheets changed. The blanket and the sheet we received did not smell clean either. The rooms are not completely clean, there is stains on the sheets (as well as the "new" ones), and there are hairs on them and on the floor. When we complained so much, the lady sent us to a laundry so WE wash the sheets, in a hotel!!!! There is only one small trash can in the room. Everything is a bit dated and the walls are really thin. The bathtub of the shower is not fitting to the room and it got wet outside most of the time. In some places of the hotel there isn't even air conditioning which is a problem when you have to wait 20 minutes for the elevator with no air conditioning.

Update: I wrote that review after our first day here. I decided to give it another star because the service by the rest of the staff was actually impeccable, especially the valet parking and the pool bartender. Once we addressed housekeeping about our issues they had no problem fixing the clesning issue. It is the management that is the problem. The pool was great although we felt it closed too early. It also made us kind of uncomfortable that they encouraged us to give them a review and then hovered to make sure the review we wrote was good. Overall, from experiences I saw others have as well as our own, hotel management is absolutely terrible but the rest of the amenities were fitting...