Pillow-top beds, in-room safe, blackout curtains, iron/ironing board
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Reviews of Sonesta ES Suites Cleveland Westlake

3 out of 5
Sonesta ES Suites Cleveland Westlake
30100 Clemens Rd, Westlake, OH

Reviews

7.8

Good

Rating 10 - Excellent. 414 out of 1001 reviews" "
Rating 8 - Good. 264 out of 1001 reviews" "
Rating 6 - Okay. 146 out of 1001 reviews" "
Rating 4 - Poor. 74 out of 1001 reviews" "
Rating 2 - Terrible. 103 out of 1001 reviews" "

7.8/10

Cleanliness

8.2/10

Staff & service

7.6/10

Amenities

7.6/10

Property conditions & facilities

7.2/10

Eco-friendliness

Reviews

10/10 Excellent

Drondric

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I was initially impressed with enthusiasm, communication skills, and professional demeanor when I arrived to retrieve my reservation I am delighted to be writing this whoever that young man was the representative Front desk worker was I watch him handle a angry customer on the phone also check me and my family in and handle the 3 guest behind me you can tell that he is very reliable, dedicated, and eternally upbeat. His ability to calm angry or frustrated customers is unparalleled, and it is because of his excellence in this area that I repeatedly return to this hotel we need more people like him Without a doubt, I confidently recommend Sonesta es suits to all
Stayed 2 nights in May 2024

10/10 Excellent

Pablo

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I love them 😍 there the best hotel in the world clean kid friendly great 👍 staff they really make it feel like home I love this hotel and there worker I say book with them you will never go no where else

10/10 Excellent

Roseane, FORT LAUDERDALE

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great property. Nice staff. Close to shopping area and dining. Very convenient.
Stayed 3 nights in May 2024
Response from Management on 17 May 2024
Thank you so so much for your kind review! I will be sharing this with my team :)Please come back and see us!

6/10 Okay

Robyn

Liked: Staff & service
Stayed 2 nights in May 2024
Response from Management on 7 May 2024
Thank you for your feedback. How can we make this 5/5 next time? Regards

10/10 Excellent

Lenel

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were friendly! Rooms are nice.
Stayed 2 nights in Apr 2024
Response from Management on 29 Apr 2024
Thanks for your kind review!I have shared this with my teamKind Regards,

6/10 Okay

Jean

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Management on 23 Apr 2024
Hello Jean,Thank you for taking the time to review. What can we do better to make this a 5/5? Warm regards,

10/10 Excellent

Megan

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Nice
Stayed 4 nights in Apr 2024
Response from Management on 19 Apr 2024
Thank you for your positive feedback, Megan!We appreciate the 5/5.Warm Regards,

4/10 Poor

rachael

Travelled with family, Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The area and the size of the rooms were great, the room however seemed it hadn’t been dusted in years. The vents(bathroom) were so thick with dust and the lathe walls were gross- hair,dust and boogers. The carpet is stained everywhere and the place smelled like pee. The price def reflects the condition of this property.
Stayed 2 nights in Apr 2024
Response from Management on 15 Apr 2024
We strive to make every guest feel welcome and safe. It appears this did not reflect in your experience and for that we are very sorry. I will review this further because your feedback is concerning enough to warrant follow up. Thank you so much for this review. We can’t improve if we don’t know! Thank you

10/10 Excellent

Jennifer

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing price for the property!!
Stayed 1 night in Apr 2024
Response from Management on 15 Apr 2024
Thanks for the great review!!! Please come back anytime.

10/10 Excellent

Jaime Minter, hendersonville

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great stay! Clean and quiet room. Just what we needed.
Stayed 4 nights in Apr 2024
Response from Management on 10 Apr 2024
Thank you for your kind review! I will share this with our team!I hope you have a great Spring! Come back and see us soon.

4/10 Poor

Shawn

They cancelled my stay 2 weeks before the eclipse citing a fire and unit loss.
Stayed 1 night in Apr 2024
Response from Management on 9 Apr 2024
Hello Shawn,I greatly apologize for this inconvenience. Our hotel did experience a fire and we were unable to safely return these rooms to our inventory which misplaced some guests. Thank you

10/10 Excellent

Annette

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice place especially if you have family staff, very professional, and nice attended to all our needs Answered all of our questions would definitely visit this place again
Stayed 3 nights in Mar 2024
Response from Management on 8 Apr 2024
Thank you for your kind review!

8/10 Good

Peter

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from Management on 8 Apr 2024
Thank you for your kind review! How can we get a 5/5 from you next time?

10/10 Excellent

Keasia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Management on 27 Mar 2024
Thank you for your kind review! I appreciate your business

2/10 Terrible

Pablo

Stayed 1 night in Feb 2024
Response from Management on 27 Mar 2024
I apologize for your poor experience. I hope we can make your visit a 5/5 next time. Thank you for your feedback!

10/10 Excellent

matthew

Stayed 2 nights in Mar 2024
Response from Management on 8 Apr 2024
I appreciate your review! Thank you very much!

10/10 Excellent

Sherese

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The representative was very nice
Stayed 2 nights in Mar 2024
Response from Management on 27 Mar 2024
Thank you so much for your kind review!I will share this with our front desk agent. Thank you

8/10 Good

LaGitt

Liked: Cleanliness, staff & service, property conditions & facilities
I had a good stay
Stayed 1 night in Feb 2024
Response from General Manager on 19 Feb 2024
Thank you for your kind review!

8/10 Good

rebecca

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Spacious rooms and quiet
Response from General Manager on 19 Feb 2024
Thank you for your kind review!

8/10 Good

Deonte

Stayed 1 night in Feb 2024
Response from Management on 27 Mar 2024
Thank you for your kind review! What could we do better to make this a 5/5? Thanks

4/10 Poor

Kristy

Disliked: Staff & service
First time had a room with no heat had to get space heaters Second time I couldn't check in until 7 pm smh
Stayed 1 night in Feb 2024
Response from General Manager on 13 Feb 2024
Hello Kristy,I apologize that you’ve had these experiences. We do strive to perfect our stays. I will look into this matter further and share this review with my team to better prepare ourselves next time. Thank you for your feedback

8/10 Good

Ralph

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice Stay
Nice experience quite the only thing when using the kitchen and shower you have turn the nozzle the opposite way for hot water
Stayed 1 night in Feb 2024
Response from General Manager on 13 Feb 2024
Thank you for your feedback! I will share this with my team. Also thank you for your information I can have that sink fixed! Hope you come back and check us out again!

10/10 Excellent

Christophet

Travelled with family
Comfortable great room…multiple stays…fireplace in the winter..pool in the summer
Stayed 6 nights in Jan 2024
Response from General Manager on 13 Feb 2024
Thank you for your feedback!We love hearing good reviews. I’ll share the is with my team and put a smile on their face. Hope to see you again soon!

6/10 Okay

Elisabeth

Travelled with partner
Disliked: Amenities
The property was pretty well maintained. The bed was comfortable and we had plenty of space. Parking was convenient and not an extra charge. I was underwhelmed by the kitchenette in our suite - they're supposed to be usable, but I booked a stay for two people and found only one of each; a glass, a coffee cup, a bowl, and a plate. There were cooking utensils, but no pots or pans.
Stayed 2 nights in Feb 2024
Response from Management on 6 Feb 2024
Thank you for your kind review. I apologize for the inconvenience you encountered with your kitchenette. We will look into our inventory and discuss solutions. Your feedback is very valuable and we hope you come back and see us again. Thank you!

10/10 Excellent

Amanda

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jan 2024
Response from Management on 8 Feb 2024
Thanks for staying with us and taking the time to submit the review. We hope to see you again in the near future! Safe travels!

2/10 Terrible

Jessica

Disliked: Property conditions & facilities, room comfort
Don’t bother.
Worst hotel experience ever. There was a decent sized gap under the door so the room was freezing, a towel barely helped. Then the people above us made so much noise that we had to call the desk just after midnight to complain.They said they would talk to them and would call the cops if it continued. It didn’t even seem like they actually spoke to them since it continued for over 2 more hours. I just wanted to sleep. Waiting for the cops just delays that. I finally was able to try and sleep just before 3 am…UNTIL THE FIRE ALARM WENT OFF. No one was in the office to find out what was happening. No fire. No fire service showed up. Someone from the hotel just went into some service shed and turned it off but didn’t say a word to anyone while we sat in our cars waiting. Needless to say I personally didn’t get to sleep until after 4:30 am and had to be awake early enough to get ready (and be out by checkout) for a memorial that I came to town for all the way from Canada. My husband attempted to shower and there was zero hot water coming from the shower. We tried to let it run for a bit thinking maybe it was just because it was cold. Nope. Meanwhile the tub just filled with water instead of draining. Then at 10:30 we get a knock on the door from the gas company for whatever reason and since we weren’t out they said they would come back. The guy at the desk was friendly but had no power to refund us and noted that we signed a no refund policy but could try to contact management.
Stayed 1 night in Jan 2024
Response from Management on 23 Jan 2024
Thank you for your review,I’m sorry about your experience! We will look into this matter. Information is key in improvement so thank you for taking time to give us this valuable feedback.

10/10 Excellent

Ryan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Isaac on 22 Jan 2024
Thank you for your kind review! I will share this with the staff.

6/10 Okay

Tyler

Travelled with family
Stayed 3 nights in Jan 2024
Response from Isaac on 22 Jan 2024
Hello!Thank you for submitting a review! Let us know how we can get a 10/10 next time!Thanks

4/10 Poor

Sergio

Disliked: Property conditions & facilities, room comfort
Disappointed
Very dated. Multiple rooms where fireplaces didn’t work. Toilet leaking. I used to like coming here. My wife and I would always stay here the weekend after Xmas to wind down. It’s time to choose a new place.
Stayed 2 nights in Dec 2023
Response from Guest Relations on 9 Jan 2024
We are honored that you have chosen to stay with us multiple times during the holidays in the past. However, it is upsetting that we were unable to meet all of your expectations this time around. Your feedback is valuable to us, and we will be sure to share it with our team for improvement. Please consider booking another stay with us so we can show you the high-quality experience that you've come to expect.

8/10 Good

Jill

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent get away spot
Stayed 2 nights in Dec 2023
Response from Isaac on 22 Jan 2024
Thank you for your kind review!

6/10 Okay

Verified traveller

Travelled with family
Our stay was alright, but our door bolt didn’t work, our pull out bed didn’t have sheets, and we awoke to a fire alarm in the morning because one of the units across the street actually had smoke coming from it so people had to be evacuated and there were police and fire trucks there. The person at the front desk was very courteous and the room was clean, but overall, the experience could have been better.
Stayed 1 night in Jan 2024
Response from Management on 8 Feb 2024
Thank you for the review and for staying with us here at the Sonesta Westlake. We apologize for the issues you encountered with the room and will note this for future guests. The safety and security of the guest is top priority so we apologize for emergency personnel being present. We apologize and hope to see you again in the future and safe travels.

6/10 Okay

Mohamed, Riverdale

Travelled with family
Not very clean and missing blankets and pillows and not enough chairs
Stayed 1 night in Dec 2023
Response from Management on 8 Feb 2024
Thanks for taking the time to submit the review and staying with us. We apologize for the inconvenience and noted the room issue you encountered. We take this feedback to make sure things like this do not happen in the future. We apologize and hope to see you again in the near future. Safe travels!

10/10 Excellent

TRACI

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2023
Response from Management on 8 Feb 2024
Thanks for taking the time and submitting the review. We appreciate the feedback and look forward to seeing you again in the near future!

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from General Manager on 15 Dec 2023
Thank you for your kind review!

8/10 Good

Zayvion

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everyone was nice & it was very convenient to crocker park shopping center.
Stayed 2 nights in Dec 2023
Response from General Manager on 15 Dec 2023
I will share this with the team! Thanks

8/10 Good

Nefertiti

Stayed 2 nights in Dec 2023
Response from General Manager on 15 Dec 2023
Thank you for your kind review!

8/10 Good

Thomas

Liked: Cleanliness, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from General Manager on 15 Dec 2023
Thank you for your kind review!

10/10 Excellent

Hatari

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, friendly staff and very comfortable
Response from General Manager on 8 Dec 2023
Thank you for kind review! I will share this with the team. Hope to see you again in the future! Thank you

6/10 Okay

John

Travelled with family, Travelled with pets
Disliked: Cleanliness
We reserved a Fireplace Room, did not get this when we checked in. The carpet in our room was dirty.
Stayed 2 nights in Nov 2023
Response from General Manager on 8 Dec 2023
I apologize for your experience. We strive to make each guest feel welcome and safe to enjoy a wonderful stay. It appears we have failed you on this occasion. I will investigate what occurred with your reservation and use it as a training opportunity for my staff. Thank you for your feedback

10/10 Excellent

tim

Stayed 1 night in Nov 2023
Response from General manager on 8 Dec 2023
Thank you for kind review! I will share this with the team. Hope to see you again in the future! Thank you

2/10 Terrible

Sache

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from GM on 30 Oct 2023
I apologize for your poor experience. We strive for perfection and it appears we failed you. Have a great week!

4/10 Poor

Serita

Travelled with family
Disliked: Amenities
The door bracket was missing and window broken on hotel room. No shower curtain
Stayed 2 nights in Oct 2023
Response from Laura on 2 Nov 2023
We are sorry to hear that you had problems during your stay. With the help of your feedback we can make our hotel better. We hope that you will try our hotel again and that we can make it right.

8/10 Good

Carrie

Travelled with family
Liked: Staff & service, room comfort
Good for families, a little run down
Great set up for families, especially if you have older kids with you. Great to have thr 2 bedrooms and 2 bathrooms and separate living space. Only complaint was that it was a little run down...it had been cleaned, but needed to be updated and deep cleaned.
Stayed 1 night in Oct 2023
Response from GM on 30 Oct 2023
Thank you for your comment!I do enjoy the space options available at the property. We are actually working on a fresh remodel so we are hoping the next time you check us out we are fresh! Thank you againIsaac

6/10 Okay

Verified traveller

Business traveller
Stayed 1 night in Oct 2023
Response from Laura on 2 Nov 2023
We are sorry that you were not 100% satisfied with your stay. We strive to make everyone's stay enjoyable and we failed at doing that and we apologize. I hope that you will try us again in the future.

2/10 Terrible

William

Liked: Cleanliness, room comfort
Disliked: Staff & service
Nightmare check in
Stayed 1 night in Oct 2023
Response from Laura on 2 Nov 2023
I apologize that you had issues with out staff and check in. We failed to make your stay enjoyable. With your feedback we will work on training with our staff to avoid situations like this in the future.

6/10 Okay

Susan

Travelled with group
Disliked: Staff & service
Did not realize this was an extended staff facility. Fireplace did not work. Shower containers for shampoo, body wash empty . Wastebasket was overflowing with garbage. when I discussed with staff in am was told the fireplaces were shut down by fire department and the shower cannisters were no longer used. I said the cannisters should be removed and the motel description should not list fireplaces. Was told nothing could be done about online description.
Stayed 1 night in Oct 2023
Response from Laura on 2 Nov 2023
I am very sorry for the misinformation that you received about the hotel and the cleanliness of the room. We strive to make your stay enjoyable and we did not meet our goals. I hope that you will give us another chance in the future to make it right.

4/10 Poor

Brittany

Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness, amenities
Average hotel. The pull out sofa be was filthy. When opened dirt, hair, used toothpicks were all over tha mattress and then dirties the floor. The lock fell of the door. The lobby closes at 10:00pm so you can't ask for anything if you need. The room sleeps siz but only 2 towels were provided. I will never stay there again.
Stayed 3 nights in Oct 2023
Response from Guest Relations on 23 Oct 2023
Dear Brittany,Your concerns have been heard, and our team will work together to address your concerns accordingly. Please know that we work hard to ensure our rooms are cleaned and prepared for our guests. We will review what may have occurred with your room and ensure this is not a shared experience for future guests. Thank you for reaching out, and we hope to have the pleasure of hosting you in the future.

10/10 Excellent

Danielle

Stayed 1 night in Oct 2023
Response from Laura on 2 Nov 2023
Thank you for the review! We are glad that you enjoyed your stay.

10/10 Excellent

Steven E

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
its a nice efficiency... lots of space.
Response from GM on 18 Oct 2023
Thank you for your response!We hope to see you again!ThanksIsaac

6/10 Okay

Verified traveller

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Eh.
We stayed 2 nights and it was just ok. The dishwasher was full of the previous guests dishes. Washed, but not clean. The door to the room was very difficult to open. The "fireplace" was just a light. Overall the room is in dire need of a remodel. We will not stay again.
Stayed 2 nights in Oct 2023
Response from Laura on 2 Nov 2023
I am very sorry that your stay was not enjoyable. I thank you for your feedback and hope that you will give us a chance to make it right the next time you are in town