Sonesta Simply Suites Phoenix Tempe — Hotel in Tempe

The experience I had initially upon checking in with Theresa was wonderful. It was upon checking out early and realizing I had extra charges on my card is when the issues arose. I was initially supposed to stay for 48hrs. From the 24th to the 26th of April. I ended up checking out the morning of the 25th around 9:30am after arriving around 6:00pm the night prior. After driving 8 hours I literally just wanted to crawl in bed and sleep after grabbing some food from the front desk. The morning of the 25th I checked out with a younger girl and expressed I was checking out early. Dropped my card and left. I looked at my card the morning of the 26th only to find that I had been charged 10.18 for two days of parking when I only parked For one day then I was charged a 50 dollar charge for supposed claw marks in the bathroom. I called and spoke with Joselyn who claimed that house keeping claimed that I had made those marks because I possibly had a pet. Mind you I am on camera walking in and out of the hotel with no pet in tow. I proceeded to explain that those marks were there prior to my arrival and she proceeded to say it was my responsibility to inspect the room. Mind you the room was clean so its actually housekeepings responsibility to inspect and document any damage. So those damages were from the previous guest. I shared this information with my wife who needless to say was livid so she called and tried to speak with Joselyn the general/assistant manger who proceeded to yell and talk over my wife and was insisting that I made the damages then hung up on my wife. Unprofessional problem number one accusing me of damages that were clearly there prior to my arrival and charging me and problem number two proceeding to charge me for two days of parking when I clearly left a day early and problem number three…..who as a manager of any kind is accusatory absolutely disrespectful and condescending and hangs up on a guest. Sounds like to me that customer service training needs to be taken again because this was insane. Needless to say I do not recommend staying at this location unless you want to be charged random charges that are not of your own doing and you want to be treated as a problem when you call and inquire about incorrect charges. Pretty horrible experience as I literally stayed at another Sonesta loc and their service was impeccable. I have never in all of my years of traveling with my wife and go is a Navy vet been told to check my room for damages and received this kind of horrible customer service. If you interact with Joselyn runnnnnn the other way.

Update:

I would like to clarify the situation regarding the recent concerns raised.

Firstly, I want to emphasize that it is not the guest’s responsibility to inspect the room or report damages unless they choose to do so. There was no formal paperwork or obligation on my part to identify or report issues during my stay. I only briefly used the restroom and drove over 8 hours before checking in and I checked out early the following morning. The damage to the drywall, as claimed, was not something I observed or was made aware of during or immediately after my stay. If the damage was as severe as claimed, it would have been the housekeeping’s responsibility to notice and report it promptly.

Additionally, I was overcharged for parking. If the parking fee was incorrect or unclear, I believe this should be reviewed and corrected. I have traveled extensively around the world and have never experienced such unfair upcharging or damage claims simply because I did not report them.

Furthermore, during the conversation the general manger as she claims hung up on me after raising their voice and ending the conversation abruptly, despite my attempts to remain calm and seek...

I was a little dissapointed in this Sonesta since I have been to a few in different areas . This was not the best area of town , yet easy fwy access , more homeless on street, in front of businesses ( gas stations, stores) and fwy entrances. The hotels exterior was ok , pool could have been better and more inviting by adding more shade (umbrellas, lounge chairs ) seating for shade is better for the summer sun/heat) of Arizona. The pool was heated yet it could have been cooler due to the sun/ heat. So day time they should flip the switch off to heater . The jacuzzi was nice at night, yet the area is not great and the pool/ jacuzzi area is in the parking lot with gates around it but opened sections and metal gates people can see in very clearly and didnt feel comfortable or safe to use pool area as much. We were on 3floor and the third day of our 14 day stay the only elevator in the building broke down. It took them at least a week to fix issue , which is really disappointing and stressfull to us going up and down stairs three flights made the heat even worse for us and having to take laundry down to laundry room really frustrating to us. I cant imagine if we had any issues to climb stairs would have really caused us to leave and get our money we paid back for 14day stay. The hotel staff were pleasant and did their best for what they had to work with . Parking charges added is really annoying daily charge of $5 each car and we had 2 cars parked . I would have thought to at least get a deal off that since having the elevator not functioning for almost over half our stay would have helped our annoyance a bit more. The hotel offers one houskeeping visit for and on 7th day there so after day 4 carpet was gettig filthy. This made my legs / feet itch badly due to allergens in carpet and pets allowed in peoples rooms . We didnt have a pet but it smelled as if we did. I would think carpets to be more sanatized after those stays so that next people would not have to itch/ smell it / and it is bad smelling from carpet dust/ dirt/ allergens . I asked for a small vac or broom and would have been better to have these things in case the carpet was needing it before day 7 ! I vacum with a hepa vac at home every other day and helps keep it clean and close to zero allergens . I would think if hotel only gives day 7 a clean up that they need to offer brooms / dust pan and mini vac/ handheld vacum like a dust buster style is better than itching to death. The staff were nice and helpful as much as they could be when we asked...

When we first arrived, our room was missing several items (hair dryer, sheet on bed, some silverware, sugar for coffee, regular coffee), in addition the tub didn't empty. However, the desk clerk bent over backwards to fix everything and we were happy. The bed was comfortable and the sheets were clean. Great room size, overstuffed easy chair, and full sized fridge. ||We left for 2 days and came back to another room. The room was good, but the customer service was awful. I put my laundry in the washer, and saw a sign that we couldn't leave it for more than 30 minutes. We were hungry, so I asked the desk clerk if we could leave it a bit longer. He got very rude, told us he would throw our laundry away, and we ended up putting our wet laundry in the room. (there were 5 washers and six dryers, and none were being used). I called SONESTA, the woman I talked to was very apologetic and called the property while I was on the phone. She came back very upset because he was terribly rude to her also. Told me to stay away from him. Later I had to go get towels because we used ours for the pool. When I asked him for towels he had me bring him my wet towels, but had only pool towels to replace them. He got rude again. I asked for his name, he said Charles. He asked if I wanted his last name and I said no, I figured they would know him. He said he makes an impact on people.||This motel is completely self serve. If you need towels you must take them to the desk, and meet them around the corner to get new ones. We asked where to put our trash, and were told where the dumpster was, but it was locked. Other people put their trash out in the hall, and it stayed for 2 days. The "breakfast room" was locked and had no breakfast, just a few snacks and toiletries for sale. There was a free coffee machine, but only powdered creamer and you need a clerk to let you in. This room doubled as the laundry. Every time you wanted to check on your laundry, you had to get a clerk to let you in. Often there were people sitting around in the office. When we checked out early Monday morning, the clerk was very disheveled, but was efficient.||After my altercation with the clerk, everyone was very cold and unhelpful. Even the gentleman who was originally so nice, didn't even get up when I went to the desk.||Because the bed was comfortable and clean and the size of the room was awesome with a full size fridge and microwave, I can't give this motel, 1 star. However, they definitely need to work on customer service. ||||Sent from Yahoo...