Sonesta ES Suites Tucson — Hotel in Tucson

Can I give ZERO stars? Let's break it down:

Pros:

Beds are INCREDIBLY comfortable Bedding is thick, soft and clean Pillows are new Pool is pleasant and heated

Cons:

There was a drug bust one night last week....not kidding 😬

Cops stayed there for hours and busted down the door, made for a great night's sleep 🙄.

It feels sketchy because it IS sketchy.

The front desk area always stank, just new every day: busted sewer pipe, overflowed toilet, weed...

*THE CARPET - bring slippers. (See below). *Window curtains are shredded, Window is barely in a track, not easy to open nor insulated. Bring earplugs. *All closet doors are BROKEN. *Cabinet doors hanging off. *Toilet is somehow sideways? And bowl is broken. *Have to take out the drain in the shower completely for it to drain. *Only nightstand drawers in the bedrooms in no place to put away your clothes. *No matching silverware (and all spoons are HUGE). Also no measuring cups/spoons/bake ware and the only cooking utensils provided are plastic and obviously were in the oven...why are these not replaced? *No cookware

EVERYTHING is dirty:

*Reached into the silverware drawer and pulled out a knife that STILL HAD PEANUT BUTTER on it! *Glasses are dirty and shelves are sticky. *All pots and pans and even plates were dirty or had a weird film on them. *TV going out, flashes between color and black and white. *There is black mold in the toilet. *No towels at the pool. *Kitchen table is cracked, wobbly, broken. *Outlets are worn out, won't hold plugs. *Bring your own hair dryer - a hamster is barely running the one provided. *Trash everywhere, every day new trash is strewn around the property. Including razor blades... *The fire extinguishers are outdated.

I've been here for a week and the day I moved in I was APPALLED.

The floor is disgusting, do not walk on it barefoot, it has not been vacuumed or otherwise taken care of in the 30 years since it has been put down. It is stained, ripped, torn and gross. I had housekeeping today. Been here a week Did she vacuum, wipe down anything? NO

House keeping showed up today at 1:45 when I specifically asked for 3:00 p.m. and I watched her do what she did....which was NOTHING. She took out the trash, ran a broom around the tiny area of the kitchen (not moving anything, she changed the sheets and the towels and that was literally it.

SHE CLEANED NOTHING.

Nothing was wiped down, dusted, cleaned, NOT VACUUMED. I complained to the management, she brought me a vacuum and I had to vacuum.

I complained to management and after that had more garbage bags, toilet paper and towel then I could use. That's it

Upstairs bathroom has no garbage can, when I called to ask about it they said "you have one in the kitchen."

Did I mention shredded curtains?

$7 for ONE load of laundry. ONE.

The dishwasher has three wheels on the bottom rack instead of 8. I told management and they brought over another that had 5 wheels and someone else's silverware still in it...um...not an improvement.

If you stay here I advise you to wash everything with dishwasher pods you buy yourself because they have not cleaned anything in this area at all everything we took out had fingerprints or was sticky.

The management seemed very concerned and receptive but they are replacing things in the wrong order. Countertops, pillows and the outside fence are not the most important. Get rid of the NASTY carpet, get rid of the nasty furniture. Get matching silverware and bake ware. Fix your plumbing and make sure each bathroom has a garbage can. Fix the broken stuff and THEN add the other stuff. 🤦‍♀️

Overall I don't think this place is indicative of the rest of the Sonesta brand, I would avoid it at all possible. The one saving Grace is how comfortable the beds are you will get a really great night's sleep if you bring an eye mask and earplugs because if you were on Speedway parkway like I was in room 122, it's a race track and you hear...

My family of 4 stayed in room 322 at the Sonesta ES Suites in Tucson, Arizona, from 12/25/24-1/1/25. Unfortunately, we were disgusted by the filthy conditions. I reached out to Sonesta Guest Relations, but they simply referred me back to the Tucson location, and my attempts to contact corporate were unsuccessful. Below is a list of issues we encountered during our stay:

Walkways stained and littered with trash. Sticky railings and stairways covered in hair and lint. Dead bugs on window ledges visible from outside. Stained carpeting, including dried white substances and possible blood. Sticky interior stair railings. Sticky kitchen cabinets and dirty interiors. Ceiling fans covered in dust. Popcorn ceiling dirty with grime. Torn window shears. Dirty toilets and bathroom floors with hair. Moldy shower caulk and dirty kitchen table. Stained couch, pillowcases, and towels. Refrigerator interior was dirty. Broken alarm clock and closet door. Front door didn’t close without slamming. Hot tub was brown and pool murky. Laundry room filthy with dirty machines and floors. Garbage was never emptied. Hot water ran out after two showers. Breakfast ran out early and was not replenished. Food server wore only one glove. The only positive aspect was the layout, which could be ideal for a family of 6-8 with major improvements. Our trip, which we had planned to enjoy, was completely ruined by the unsanitary conditions. We were told all rooms were the same, and our attempts to address the issues, including cleaning the carpet, resulted in only a moldy smell and partial improvement.

I believe upper management should experience this location firsthand to understand the discomfort guests endure. I also wonder how anyone at Sonesta can be proud of this property, as it goes against every principle of hospitality.

I request:

A thorough and personal response to all issues raised. A full refund as acknowledgment of the distress caused. Contact details for a corporate representative to send photos of...

The worst experience I have ever had with any hotel in over 50 years of travel. When we booked the reservation, we asked for a 2 bedroom King suite and paid extra for this option. We also asked for an early check in, but 3:30 was the earliest, so that is when we arrived. Upon checking in, we found out: A. No luggage carts. B. No elevators. C. Our unit was on the back of the building so have to walk around to access it. D. 3 flights of stairs inc one inside to the loft. When we went back into the office and told them that we have an 85 year old traveling with us, I have cancer and a bad hip and bad knee, there was no offer to help In any way. We were asked if we would like to cancel our reservation and go elsewhere? I said “No, but some assistance and cooperation would be appreciated.” The receptionist brought the manager over and he was worse for customer service and simply stood there and did nothing. At this point I’m time, it was well after 4 pm on a Friday night and where are we going to find a unit elsewhere with two bedrooms so we hauled all our stuff up without any help. After getting into Our room, we found that it was VERY POORLY accommodated and FILTHY. Light in kitchen and AC did not work. Only 3 forks, a few spoons and knives. Ceiling fans have never been cleaned. TV remote did not work. No blow drier. No kitchen soap. This will be my last time staying at a Sonesta Suites. SIMPLY BRUTAL AND RUDE SERVICE AND SEVERE LACK OF DESCRIPTION OF AMENITIES! UPDATE: I received an email from the head office of Sonesta Suites, apologizing for the failure of their staff to assist and essentially provide us a free stay at another Sonesta. This was very kind of them to do, but I have also asked for a partial refund for the last bad...