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Reviews of Sonesta Essential NW Houston

2.5 out of 5
Sonesta Essential NW Houston
7887 West Tidwell Road, Houston, TX

Reviews

7.6

Good

Rating 10 - Excellent. 244 out of 642 reviews" "
Rating 8 - Good. 189 out of 642 reviews" "
Rating 6 - Okay. 89 out of 642 reviews" "
Rating 4 - Poor. 48 out of 642 reviews" "
Rating 2 - Terrible. 72 out of 642 reviews" "

8.0/10

Cleanliness

8.2/10

Staff & service

7.4/10

Amenities

7.6/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

10/10 Excellent

Alex, Katy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I just got out the hospital which required stitches and was difficult for me to walk and the night clerk was very patient and helpful and showed compassion towards me and my situation
Stayed 2 nights in Mar 2024

6/10 Okay

Marquetta

Traveled with group
Disliked: Cleanliness, amenities, property conditions & facilities
Upon arrival we met a clerk by the name of Angie. She was very rude and seemed as if she was rushing because she was getting off work. When we arrived our room that we originally paid for we couldn’t get because the keys weren’t working properly and they said that the door wouldn’t lock. After Trying to accommodate us with a king size suite we ended up getting a queen suite instead of the king, we were originally told. When we arrived in the room, it smelled really bad like mold. We then decided that we were gonna go back to the desk and ask if we can switch the room because it wasn’t to our liking and the bed was wrong. When we got down to the desk, the clerk by the name of Keisha was there. She was very nice. She was very helpful. She greeted us as well as kept a smile on her face and apologize for her coworkers mistake. She informed us that everything would be the same price and that she would upgrade to a king as if it was supposed to be. We were supposed to have two beds an went to one. On the first day we waited for potatoes until 10 o’clock and then we were told we couldn’t get any because breakfast time was over after waiting for an hour. Then the last day when we were checking out we didn’t get breakfast either because they didn’t have it set up. Overall the experience was okay, other Sonesta I’ve visited were a better experience. Being from out of town I was disappointed but still enjoyed my trip.
Stayed 3 nights in Apr 2024

2/10 Terrible

shanina

Disliked: Cleanliness, amenities, property conditions & facilities
The property is still under construction.. no way it should be rented like that! The first room we checked in had Roaches everywhere.. the staff gave us another room!! The next work was dusty like the been working in there.. unacceptable
Stayed 1 night in Apr 2024
Response from Guest Relations on Apr 19, 2024
Dear Shanina,What you've described is far from the experience we want our guests to have. The cleanliness and upkeep of our accommodations are two of our top priorities, so it's unfortunate to hear that this wasn't reflected during your recent visit. While we treat our property regularly, we'll be sure to have our pest control and housekeeping teams look into your comments further. Please consider giving us another chance in the future; we're confident that we can impress you.

8/10 Good

Maribel

Liked: Cleanliness, staff & service, property conditions & facilities
Affordable, not great.
Stayed 4 nights in Apr 2024

2/10 Terrible

Samatha

Traveled with family
Disliked: Staff & service
A problem with our flights caused us to be unable to check in on the correct day. Tried to speak to them about pushing the reservation back a day but called multiple times with no answer. Left several voicemails and emailed with no response. When i arrived they had canceled the reservation. the front desk agent was very rude and there was no manager on that day or the next. Left a few voicemails on the managers cell phone with no response.
Stayed 4 nights in Apr 2024
Response from Guest Relations on Apr 12, 2024
Dear Samatha,Thank you for sharing your thoughts with us. We would like to extend our sincere apologies for the inconvenience you experienced with your reservation, and we understand your frustrations. We are disappointed to hear about the difficulties you encountered in attempting to communicate with us, and we will review internally to ensure attentive and hospitable service is maintained in the future. We appreciate your feedback and would love the opportunity to regain your trust and provide you with a better experience in the future.

4/10 Poor

Koichi

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024

2/10 Terrible

Ezoua Paul-Emile

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

2/10 Terrible

Jason

Traveled with group, Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
After checked in. I went to my room and saw cockroaches on the end table, wall, in the bathroom and there was a small spider on the bed. I try to come down to the frontdesk to cancel the reservation but the hotel gave me a hardtime and tell me to call expedia to cancel then expedia team told me they cannot contact the hotel. I am even try to stay at another location with the same owner but the hotel told me to book a new one and cancel with Expedia and still charge me the cancellation fee. Expedia and Hotel They did not want to help you out. I ended up being charged by cancellation fee without staying, they aware of the cockroaches and spider i even took somes pictures to show them. Any one who read my feed back please do not stay at this one if you dont want to sleep with cockroaches and spider around you. And cannot cancel or try to explain to get the cancelation fee back. Worst experience ever with Expedia and this hotel after more than 10 years of using their service.
Stayed 2 nights in Mar 2024
Response from Guest Relations on Mar 29, 2024
Dear Jason,We greatly appreciate your feedback. The cleanliness and upkeep of our accommodations are two of our top priorities, so it's unfortunate to hear that this wasn't reflected during your recent visit. While we treat our property regularly, we'll be sure to have our pest control team look into your comments further and make changes where necessary. In addition, we're sorry to hear about any billing concerns. We encourage you to reach out to the third-party site you booked with, as they will be the best ones to assist you. Despite this, we hope you will consider giving us another chance soon; we're confident that we can impress you.

2/10 Terrible

Julio

Traveled with family and small children, Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Pay extra and stay in a decent place
Stayed 3 nights in Feb 2024
Response from Guest Relations on Mar 18, 2024
Dear Julio,Thank you for reaching out. We are sorry to see that your stay with us may have fallen short of expectations. Please consider sharing with us how we could have improved your visit so that we may continue adding to our guest's experiences. Thank you again, and we hope to hear from you soon.

6/10 Okay

Anyolis

No to well
Stayed 3 nights in Mar 2024

8/10 Good

Jaylan

Traveled with partner
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
Overall our stay was good. The area around the hotel is very disgusting and poor. The hotel itself smelled like cigarettes once we entered our room yet it said “NO smoking”. The room was very clean. But there was others down the hall being super noisy. The area in general is not really safe. There is people walking all night!!!! Unacceptable. But I can say the staff that helped us check & out was very helpful, no complaints in that area.
Stayed 2 nights in Feb 2024

10/10 Excellent

Ineasha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024

4/10 Poor

Llewelyn

Disliked: Cleanliness, staff & service, property conditions & facilities
I ate breakfast in the lobby and some guy stared my down the entire time I was eating just because I glanced at him. I felt like my life was in danger. The clerk told me he does alot of guest like that. She stated that he an his dad have mental illness. I swear if I had a gun on me I would’ve been holding it to save my life
Response from Guest Relations on Feb 16, 2024
Dear Llewelyn,We sincerely apologize for the experience you dealt with in our lobby, as we pride ourselves on providing a safe environment for all our guests. Rest assured, we will discuss your concerns with our team to ensure a similar situation doesn't occur again. If you would like to discuss this matter further, we kindly ask that you reach out to us offline. We wish you all the best and hope your future travels are pleasant.

2/10 Terrible

Devin

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The first night we spotted a roach, decided to give it another chance. The next morning we immediately left after spotting yet another roach. Whole floor smelled like weed despite it being a non smoking floor/hotel. The toilet went in and out, working sometimes, not working at others. The Ac was ancient and outdated making a very irritating buzzing noise when ever the fan inside of it was on. The stopper on the tub was broke. The elevator wasn't functional while their and apparently no one was aware. The Hairdryer was non functional. The cabinet was missing a handle. And the absolute worst part was that management was completely unwilling to work with us on a refund for the days we didn't stay. We packed up and left on the start of day 2 of a. 7 day stay, due to seeing another roach coming out of a drawer and no assisted stating the management wasn't there at the time.
Stayed 7 nights in Jan 2024
Response from Guest Relations on Feb 12, 2024
Dear Devin,We appreciate you for bringing your concerns to our attention, and we sincerely regret to hear that you may have encountered some issues with pests. Although we undergo regular pest control procedures, we will complete an evaluation to determine where we may have fallen short during your stay. Rest assured that our team is committed to positive change, so we will reflect upon your input and work together to address them. We will also ensure we always put our best foot forward and present our property and rooms in the best light. It is our hope to welcome you back someday for an experience that is nothing short of comfortable.

6/10 Okay

Stuart

Liked: Staff & service, amenities
I like the property and the 2 staff members at the front desk, which was two Spanish young ladies was very nice and welcoming. One of them would remember my name each time she saw me. It looks like the property was under construction, so that was no big deal. But one thing that freak me out. That was seeing bugs in the bathroom and especially in the bed. That would keep me up longer because if that and I had to leave a light on. Because I felt like once the lights was off. That’s when I would see them more
Stayed 2 nights in Jan 2024

2/10 Terrible

Emerald

Stayed 1 night in Jan 2024

10/10 Excellent

Lee

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Jan 2024

2/10 Terrible

Verneesha

Stayed 4 nights in Jan 2024

10/10 Excellent

Marcello

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024

4/10 Poor

Regine, Calgary

Disliked: Amenities
Breakfast runs out by 7. This is a probation holding joint full of criminals. Pool is out of order.
Stayed 2 nights in Jan 2024
Response from GM on Jan 11, 2024
Thank you for bringing this to our attention. We apologize for any inconvenience. However, our pool is an outdoor pool that operates from 10am to 10pm daily, and our breakfast team ensures that necessary food items are consistently replenished. We hope this clarifies any misunderstanding. Please let us know if there's anything else we can assist you with.

8/10 Good

JUAN

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Long stay, nice front desk people
For the location it was really nice, the customer service was excellent. The girl at the front desk was so helpful and such a sweetheart. The room was nice, my only complaint was the water pressure. It took a long time to get a shower because the water pressure barely was there. I have very long hair, and it was very hard to get a "quick shower". We had a very long stay, 2 weeks, and they did their best to make sure we had what we needed. Great parking and secure. Would need to update some showers and bathtubs very soon. Also, get the elevators serviced. The breakfast was not what I would say the greatest, but for the most part it was ok. I would give them an 8 out of 10
Stayed 13 nights in Dec 2023

10/10 Excellent

Jake

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024

10/10 Excellent

gokhan

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jan 2024

2/10 Terrible

Padma

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023

8/10 Good

Irene, South Ogden

Traveled with partner
Liked: Staff & service, amenities
very simple hotel. found some bugs and cockroaches in the bathroom within the two days we were there.
Stayed 2 nights in Dec 2023

2/10 Terrible

Dr. K

Traveled with group
Disliked: Amenities, property conditions & facilities
This was my worst hotel experience ever. The front desk clerk entered my room while I was out after I complained about a foul smell in the room. There were small roaches in the room. The hallway smelled like smoke.
Stayed 3 nights in Dec 2023
Response from Guest Relations on Mar 5, 2024
Thank you for your comments. we'll keep them in mind as we improve, and we hope for another chance to impress you in the future.

8/10 Good

Timothy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Sonesta Hotel review, New Years weekend.
My room was nice, spacious and clean. I had trouble with my room key, the staff handled it. My tv remote didn't work, the staff handled it. Always promptly and courteously.
Stayed 2 nights in Dec 2023

6/10 Okay

Jamie

Liked: Cleanliness, staff & service
Stayed 1 night in Dec 2023

8/10 Good

Randy

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Value
Stayed 3 nights in Dec 2023

2/10 Terrible

Adileni

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel was disgusting. The outside looks nothing like the picture shows. The hallways had a terrible smell and the room was just very old. Now the restroom, as soon as you turned the light's on there were lots of little roaches all over the sink, bathtub, and door. I booked for 2 nights and decided to leave a couple hours after my check in with no refund. Please do not stay here, especially if you have children. It is not a safe environment!
Stayed 2 nights in Dec 2023

2/10 Terrible

Margie

Disliked: Cleanliness, staff & service, property conditions & facilities
Our room was
Stayed 2 nights in Dec 2023

2/10 Terrible

David

Stayed 1 night in Dec 2023
Response from GM on Dec 29, 2023
Thank you for reviewing your stay, we strive to deliver a superior guest experience , but it seems like your time with us did not meet your expectation. we apologize for any shortcoming that you may have encountered during your visit

2/10 Terrible

madhavi

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Dec 2023
Response from GM on Dec 29, 2023
Thank you for reviewing your stay, we strive to deliver a superior guest experience , but it seems like your time with us did not meet your expectation. we apologize for any shortcoming that you may have encountered during your visit

8/10 Good

Herman

Stayed 4 nights in Dec 2023
Response from GM on Dec 29, 2023
On behalf of our entire staff-it was a pleasure to provide you such a wonderful experience. we would love to see you back on your next trip to the area!

4/10 Poor

Isamar

Liked: Staff & service
Disliked: Property conditions & facilities
Not as good as said
The shower wasn’t working properly. They required a deposit like if it was a high end hotel. The toilet wasn’t that clean.
Stayed 1 night in Dec 2023
Response from GM on Dec 29, 2023
Thank you for reviewing your stay, we strive to deliver a superior guest experience , but it seems like your time with us did not meet your expectation. we apologize for any shortcoming that you may have encountered during your visit

2/10 Terrible

Coby

Business traveler
Disliked: Cleanliness
I paid a 60 dollar deposit and never received it back when room was left in perfect condition
Stayed 1 night in Dec 2023
Response from GM on Dec 20, 2023
hello deposit take 3-5 business days after check out to refund back to you account

2/10 Terrible

Lawrence

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
This property could have been okay, minus a few 'big' things.. The front entry door remained locked from 8:00 on, implying an unsafe area. When I checked in, there were bugs on the desk in the bedroom and 4 bugs in the bathroom. There had been a number of plaster repairs that showed..and still needed painting. The water stream coming out of the shower was weak and inadequate. The staff was super nice & helpful (I did not complain about the above challenges when I was there).
Stayed 1 night in Dec 2023
Response from GM on Dec 29, 2023
Thank you for reviewing your stay, we strive to deliver a superior guest experience , but it seems like your time with us did not meet your expectation. we apologize for any shortcoming that you may have encountered during your visit

2/10 Terrible

Robin

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Friendly
Always friendly and nice staff
Stayed 5 nights in Oct 2023
Response from GM on Dec 29, 2023
On behalf of our entire staff-it was a pleasure to provide you such a wonderful experience. we would love to see you back on your next trip to the area!

10/10 Excellent

Obed

Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel in the area good staffing and service
Stayed 3 nights in Oct 2023

2/10 Terrible

Erica

Business traveler
The staff was talking about work drama the entire time I was trying to get my room key. I was on a non smoking floor and it still smelled like smoke
Stayed 1 night in Oct 2023

10/10 Excellent

ReCina

Traveled with group, Business traveler, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Epitome of Comfort
Stay was great, service was greater
Stayed 2 nights in Oct 2023

10/10 Excellent

Vladislav

Stayed 4 nights in Oct 2023
Response from GM on Dec 29, 2023
On behalf of our entire staff-it was a pleasure to provide you such a wonderful experience. we would love to see you back on your next trip to the area!

4/10 Poor

Alex

Traveled with family
Liked: Cleanliness, property conditions & facilities
Stayed 4 nights in Oct 2023

8/10 Good

Dennis

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Sep 2023

10/10 Excellent

Luis

Stayed 1 night in Sep 2023

10/10 Excellent

Anthony

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It nice place
Stayed 1 night in Sep 2023

8/10 Good

Rudy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023

10/10 Excellent

Brittany

Liked: Cleanliness, staff & service, property conditions & facilities
Great

4/10 Poor

Kara

Traveled with family
Disliked: Cleanliness, property conditions & facilities
Bad enough I left a day early.
The smell in the hallways on the 2nd floor were awful. Musty and something.. bitter?? Couldn't place it. The bed cover smelled offensive. There was 1 lamp that worked. The office chair was stuck in a leaning back position and was unusable. I think they cleaned the bathroom, maybe, but that was the only thing they touched. Water pressure was lackluster. Saw a roach in the bathroom the 2nd night. It was bad enough we left a day early. I'm allergic to mold. I was hoping for a refund the last night, but nope. I have learned my lesson. I won't make reservations for more than 1 night at a time again.
Stayed 3 nights in Sep 2023

10/10 Excellent

Brittany

Liked: Cleanliness, staff & service, property conditions & facilities
I loved everything
Stayed 4 nights in Aug 2023