Sonesta ES Suites Colorado Springs

EVERYTHING!!!! AVOID THIS PLACE AT ALL COST!!! FROM THE STAFF TO THE CHECKOUT, EVERYTHING IN BETWEEN WAS JUST HORRIBLE!!!; TOTAL NIGHTMARE!!!

N/A

A little rundown w missing tiles and in need of some paint.

Only negative was our patio light wasn’t working

Property was dark. Needs to renovated since have new owners. Their free breakfast was taken away.

The location of this property does not reflect well in the photos or map. While this property may have the ability for you to travel to I25, the Zoo, Garden of the Gods, Great Wold Lodge, etc.. you need to plan an extra 30 minutes just for traveling anywhere because of how unpredictable traffic is. Not to mention, the amount of homeless people, sketchy people hanging around in cars scoping others out, and the constant sirens at all hours of the night definitely made me feel as though I was a tad bamboozled.

Room 222 was not clean. At all. I don’t know how long it had been since that room was vacuumed last, but due to the amount of leaves and dirt all over the living room and bedroom floors, my husband made the decision to buy a vacuum specifically so our small children (2 & 1 year) would be comfortable on the floor. The bathrooms were covered in urine and poop. I was forced to clean vomit off the headboard that would belong to my 2 year old for the week. And of course as if all that wasn’t bad enough, our room was completely falling apart. Ice maker: broken. Lamp in living room: broken. Charging ports: broken Fireplace tile: broken Kitchen table: broken & absolutely unsafe and unstable (guess no Christmas dinner)
The carpet had small sharp silver hooks hanging out that we would catch our feet on and actually cut my daughter pretty good.

When we tired to communicate to staff these issues the day of check in, we were told repeatedly, ‘you can have another room’ (after unloading 4 children and 2 car loads of all our things) when the only solution we asked for was: a screwdriver to tighten the table and a vacuum - to which we were told, ‘you can use it for 10 minutes then you’ll have to bring it back because the maids need it’ even though it was 7pm on the 22nd. We were blown off after calling for the screwdriver too.

I did not like that housekeeping is only available after the seventh day of stay our stay was six days. Which means you get no fresh up of linens, towels, room cleaning and you have to take out your own trash to dumpsters. If you wish a set of clean towels or bedding it's $3 per set. They also do not offer breakfast bar which in the property discription they say its included. The rooms upon first glance looked good but when you fully look, carpet filthy, walls filthy, bathroom trim and ceiling rot. Lastly, they require a $500 deposit on checkin which was not previously stated and they ONLY accept major credit cards.

The front desk was having problems with the key system for the rooms.

House keeping only came one time and I was there almost 20 days.

Your booking add needs to state the hotel WILL CHARGE us $500.00 dollars 💵 in advance. And they tried to make me pay again )even though I paid you.)

I was first given a dirty room before being moved to à clean one, and there is a surprise $500 incidental at the front desk now.

The couch and sitting chair were uncomfortable, cold upholstery.

The hotel advertisement on line was for a two bedroom king loft, with a pull out bed, and free breakfast. I prepaid for a two bedroom king loft for 4 adults and 1 child with free breakfast, but was given a king studio and informed that they no longer have breakfast. When I notified the front desk to inform him that the room was not what I reserved, he was not helpful at all. Because we went through a 3rd party, Booking.com, we were informed that there was nothing that the hotel staff could do, and that we would need to contact the 3rd party. We traveled 5 hours to the hotel, did not arrive until after midnight, did not get the situation worked out until after 2:00am. The morning staff at the hotel was helpful and accommodating with getting the correct room that we had reserved for 4 adults and 1 child. We informed them that we would be in later that night to get the keys for the new room. The hotel lobby switched to business on Friday and no one informed us that the lobby would close @ 10:00pm. We picked up the keys to the new room but they did not work. I went back to the lobby and it was closed with a note stating to call and after hours emergency number. The after hours staff was "on call" and not at the facility. We were informed that they had 20 minutes to get to the facility, it took them over 40 minutes. Once they On Call staff arrived they gave us new room keys and they did not work. The staff was very polite and as helpful as she could be, but we had to wait out in the cold for her to try and get us into a room for the night for almost an hour with my 10 year old daughter and elderly parents.