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Rating 10 - Excellent. 2320 out of 5026 reviews" "
Many things went wrong at the hotel in what was to be a short 3 day stay for a special event in LA. It started at check-in when I was confronted with a required $200/nt security deposit instituted by the manager because he was tired of people tearing up the property while staying there. It's refundable in 110 days I'm told assuming there is no room damage. One employee shared this came out of the COVID era when some guests tore up some rooms--really!! 4 yrs later you're still subjecting all your customers to a 'short term loan scheme' under the guise of something that happened with some bad actors during a pandemic. Then, also at check in, I was told a room upgrade I was offered by Expedia and accepted at a small cost is not offered/available and the only response to this was that it should not have been offered and that they would not charge me for it and so far have not. The hotel is under renovation construction--which is badly needed in all the common areas--which had the restaurant closed moving the buffet breakfast to a small conference room. the buffet was very limited of over warmed food and pretty expensive, certainly for what was offered, so only made that mistake once. the first night day there was only Luke warm water so showers were almost cold. Strangely as more people started to show up on our floor the water got hotter so by the end of the stay we had hot showers. the newly installed digital wall thermostats didn't work and 1 morning the elevators were out.
Ray
Stayed 3 nights in May 2024
Response from Sonesta LAX on 22 May 2024
Dear Ray,Thank you for taking the time to share your feedback regarding your recent stay at Sonesta Los Angeles Airport. I sincerely apologize for the inconveniences and frustrations you experienced during your visit. Your concerns are taken seriously, and I assure you that we are actively working to address the issues raised.Regarding the security deposit, I understand your frustration with this policy. Please know that the decision to implement such measures was made with the intention of safeguarding our property and ensuring the safety and comfort of all guests. However, I acknowledge that the manner in which it was communicated and executed fell short of expectations. We will review our policies and procedures to ensure that they are communicated clearly and fairly to all guests.I also apologize for the confusion regarding the room upgrade offered by Expedia. This discrepancy should not have occurred, and I appreciate your understanding in this matter. We will work closely with our booking partners to prevent similar incidents in the future.Regarding the renovation construction and its impact on your stay, please accept my sincerest apologies. We understand that disruptions caused by ongoing renovations can be frustrating, and we are committed to minimizing their impact on our guests. Your feedback regarding the breakfast buffet and the quality of food served is duly noted, and we will take steps to improve the dining experience for our guests.Additionally, I apologize for the issues with the water temperature, digital thermostats, and elevator service. These are unacceptable lapses in our service standards, and we are actively addressing these issues to prevent recurrence.I want to assure you that your feedback is invaluable to us, and we are taking immediate steps to address the areas of concern you have highlighted. Your satisfaction is our top priority, and I hope you will consider giving us another opportunity to exceed your expectations in the future.Please feel free to contact me directly if you would like to discuss your experience further or if there is anything else we can do to assist you.Thank you for bringing these matters to our attention, and I appreciate your patience and understanding
Bad check in. Wall is paper thin. Property is under renovation and restaurants are all move to the meeting rooms! Hotel should’ve provided prior notice! Will not stay again.
Chun Yen
Stayed 1 night in May 2024
Response from Sonesta LAX on 22 May 2024
Dear Chun Yen,Thank you for taking the time to share your feedback regarding your recent stay at Sonesta Los Angeles Airport . I want to extend my sincere apologies for the shortcomings you experienced during your visit. Your comments have been taken seriously, and we are committed to addressing the issues raised to ensure a better experience for all our guests.I deeply regret that your check-in experience did not meet your expectations and that the noise from neighboring rooms disturbed your stay. Your comfort and satisfaction are of utmost importance to us, and we will explore ways to mitigate noise disturbances and enhance the check-in process to prevent similar issues in the future.Regarding the ongoing renovations and the relocation of our restaurants, I understand your frustration. Your feedback is invaluable to us as we strive to continuously improve our services and facilities. I apologize for the impact these issues had on your overall experience, and I want to assure you that your comments will be used constructively to implement necessary changes.Once again, I apologize for the inconvenience caused, and I appreciate your understanding and patience.Warm regards,
Good grief, I get renevation, but when all the guests (including the ones who don't know eachother) are banning together in groups saying the construction is too loud its because it is. Might come back when the contruction is done. In addition there were guests who didn't know me trying to get into my room. Luckily the hotel staff were on it and the security (david) checked on everything
Jordan
Stayed 1 night in May 2024
Response from Luz on 21 May 2024
Thank you for your stay at Sonesta LAX. Thank you for letting us know about your experience. We hope to welcome you back soon and provide you with a much better stay. Thank you for sharing your feedback.
Clean, modern, helpful staff, short check in line, liked the Continental breakfast buffet—oatmeal, fruit, yogurt.
Paul
Stayed 2 nights in May 2024
Response from Front Desk Team on 20 May 2024
Dear Paul, thank you for the 5 out of 5. We hope to welcome you back soon!
6/10 Okay
LaKeisha
Travelled with partner
19 May 2024
Disliked: Amenities
I was messaged from the property regarding the no smoking policy. However was not informed until check in that the tvs were out at the property. I feel like the lady who helped me didnt want me to stay there. Room was ok, the tub didnt hold water. Most of the property is under construction but they charge $50 for parking, $28 breakfast, a RESORT/DESTINATION fee... they did wave the destination fee.
LaKeisha
Stayed 1 night in May 2024
Response from Front Desk Team on 20 May 2024
Dear Lakeisha, thank you for your feedback as it helps us find areas of improvement. We hope to welcome you back with a much better stay!
Courteous help at the front desk. Friendly staff throughout. The door key didn’t work upon return to our room on the first day so we had to return to the desk late at night to fix the key situation, Other then that it was all good.
Terry
Stayed 3 nights in May 2024
Response from Front Desk Team on 20 May 2024
Dear Terry, thank you for the 4 out of 5! We hope to welcome you back soon!
4/10 Poor
Stephen
17 May 2024
Disliked: Property conditions & facilities
Stephen
Stayed 1 night in May 2024
Response from Luz on 18 May 2024
Thank you for your stay at Sonesta LAX. Thank you for letting us know about your experience. We hope to welcome you back soon and provide you with a much better stay. Thank you for sharing your feedback.
Easy access from LAX. Great stay for us before and after our trip to Barcelona.
Rachel
Stayed 1 night in May 2024
Response from Front desk team on 17 May 2024
Dear Rachel, thank you for the 5 out of 5! We hope to welcome you back soon.
10/10 Excellent
Emma
14 May 2024
Liked: Property conditions & facilities
Emma
Stayed 1 night in May 2024
Response from Luz on 16 May 2024
Thank you for the 5/5
4/10 Poor
Jamie-Lynn
14 May 2024
Disliked: Staff & service
Rude staff
Jamie-Lynn
Stayed 2 nights in May 2024
Response from Luz on 14 May 2024
Thank you for your stay at Sonesta LAX. Thank you for letting us know about your experience. We hope to welcome you back soon and provide you with a much better stay. Thank you for sharing your feedback.
8/10 Good
Cassandra
Travelled with family
13 May 2024
Liked: Cleanliness, staff & service
The lobby
Cassandra
Stayed 2 nights in May 2024
Response from Front Desk Team on 15 May 2024
Dear Cassandra, thank you for the 4 out of 5! We hope to welcome you back soon!
6/10 Okay
harold
13 May 2024
Liked: Cleanliness, staff & service
harold
Stayed 1 night in Apr 2024
Response from Luz on 14 May 2024
Thank you for your stay at Sonesta LAX. Thank you for letting us know about your experience. We hope to welcome you back soon and provide you with a much better stay. Thank you for sharing your feedback.
the lady in the reception was rude and provided me wrong information to charge me more.
We could not get shower as there was no water.
the room was not clean
Arghavan
Stayed 1 night in May 2024
Response from Sonesta Team on 13 May 2024
Thank you for taking the time to share your feedback regarding your experience with Sonesta Los Angeles Airport LAX. I deeply regret that we were not able to meet your expectations regarding your low satisfaction with our hotel. We have reached out to you regarding your experience and are awaiting your response. We appreciate you sharing your concerns, and we look forward to ensuring we can exceed your expectations in the future.Thank you for your time and patience with us.
4/10 Poor
Zhuochen
12 May 2024
Disliked: Cleanliness, staff & service
It was definitely not worth the amount of money I paid. The headboards were super dirty. The bathtub didn’t drain properly. It took them 1.5 hours to check the bathtub after I called and they told me they couldn’t do much. The breakfast was completely overpriced. This old hotel is not 4-star quality and I would not stay here next time.
Zhuochen
Stayed 1 night in May 2024
Response from Sonesta Team on 13 May 2024
Thank you for taking the time to share your feedback regarding your experience with Sonesta Los Angeles Airport LAX. I deeply regret that we were not able to meet your expectations regarding your low satisfaction with our hotel.We appreciate you sharing your concerns, and we look forward to ensuring we can exceed your expectations in the future.Thank you for your time and patience with us.
6/10 Okay
Sukhwinder
Travelled with family
12 May 2024
Beds were very uncomfortable, sunken in . Carpet and chairs were old, sticky, and dirty.
Sukhwinder
Stayed 2 nights in May 2024
Response from Sonesta on 12 May 2024
Thank you for your feedback. We value your honesty.
Bernadette at the desk was very ki d and helpfull! She was absolutely awesome! I rember her from last year as she helped me check in with a kind smile and welcoming spirited demeanor. People like her make me come back! Thanks Bernadette!
Nicholas
Stayed 1 night in May 2024
Response from Sonesta on 12 May 2024
Thank you for your review! We are thrilled to here Bernadette took good care of our guest! We hope to see you back soon!
Dear Yeonju, thank you for the 4 out of 5! We hope to welcome you back soon!
6/10 Okay
Igor
Travelled with group
8 May 2024
Liked: Staff & service, amenities
Disliked: Cleanliness
There were dust and hairs everywhere in the room. Bed sheets were dirty
Igor
Stayed 2 nights in Apr 2024
Response from Front desk team on 8 May 2024
Dear Igor, thank you for your stay at Sonesta LAX. Thank you for letting us know about your experience. We hope to welcome you back soon and provide you with a much better stay.
It is good but holding 200 US $ per night as deposit is very strange for temporary stay
They need to chech before exit and get cleared instead of holding such big money
Kumsetty
Stayed 2 nights in May 2024
Response from Front desk team on 8 May 2024
Dear Kumsetty, thank you for your stay at Sonesta LAX. Thank you for letting us know about your experience. We hope to welcome you back soon and provide you with a much better stay.
Thank you for the 5 star rating! We're happy to hear that you had a great experience during your stay with us. Your satisfaction is our top priority, and we're glad we could meet your expectations. We hope to have the pleasure of welcoming you back soon for another wonderful stay. If there's anything else we can assist you with, please don't hesitate to reach out.
8/10 Good
Farakhan Nafee
7 May 2024
Liked: Staff & service
Farakhan Nafee
Stayed 3 nights in May 2024
Response from Emily on 9 May 2024
Thank you for choosing to stay with us and for taking the time to leave a review. We truly value your feedback, and we're glad to hear that you had a positive experience overall. If there are any specific areas where you feel we could improve and earn that fifth star on your next visit, please feel free to share. Your input helps us enhance our services and ensure that each guest has an exceptional stay.We hope to have the opportunity to welcome you back soon and provide you with an even better experience.
I placed 4 of our employees for 1 night due to a flight delay and received 4 separate emails saying the same exact thing accusing my employees of smoking and that if they found that to be true they would charge them $400 dollars. The email was also asking them to leave the property. It is a bit concerning and sketchy. None of my employees are smokers and I confirmed with each separately.
Daniela
Stayed 1 night in May 2024
Response from Sonesta LAX on 7 May 2024
Hello, I do apologize about the confusion. The emails are automated messages that are sent to all of our guest that will stay at the hotel, it is just to inform about our non-smoking policy and procedures if guests are found to have smoked in the room.
The room was amazing & the bed very comfortable. Very convenient location and fast shuttle service to airport. Will definitely stay
At Sonesta in the near future
Letty
Stayed 1 night in May 2024
Response from Sonesta LAX on 7 May 2024
Thank you for review, hope to welcome you back soon.
10/10 Excellent
Kelly
5 May 2024
Kelly
Stayed 3 nights in May 2024
Response from Sonesta LAX on 25 May 2024
Thank you for your review, hope to welcome you back soon.
Clean, quiet, convenient, easy access to both the beach and the airport.
Rachel
Stayed 1 night in Apr 2024
Response from Luz on 2 May 2024
Thank you for staying here at Sonesta Los Angeles Airport. We're glad you enjoyed your stay. Thank you for providing your feedback. We hope to welcome you back soon.
hank you so much for taking the time to complete our survey regarding your recent stay. It is always our goal to ensure we provide the highest level of hospitality to all our guests. I see that you enjoyed your stay. This is such great news! We appreciate constructive feedback as well as positive feedback.
Property smelled of mildew, don’t think they cleaned shower or curtain… then on top of all that they have the nerve to charge me 200.00 a night for a deposit..I’ve stated in 5 star hotel and the deposit was a one time fee. Period do not suggest
Felicia Mercedes
Stayed 3 nights in Apr 2024
Response from Luz on 28 Apr 2024
Thank you for your stay at Sonesta LAX. Thank you for letting us know about your experience. We hope to welcome you back soon and provide you with a much better stay. Thank you for sharing your feedback.
8/10 Good
Elizabeth
27 Apr 2024
Liked: Staff & service
Elizabeth
Stayed 1 night in Apr 2024
Response from Luz on 28 Apr 2024
Thank you for the 4/5
6/10 Okay
Stacie
Travelled with partner
27 Apr 2024
The food at the restaurant is not that great. The staff is average and the hotel needs a deep clean and windows cleaned. Overall fair.
Stacie
Stayed 1 night in Apr 2024
Response from Sarah on 27 Apr 2024
Thank you so much for taking the time to complete our survey regarding your recent stay. It is always our goal to ensure we provide the highest level of hospitality to all our guests. I see we fell short on your experience with our hotel.Please accept my apologies for this. We are considering revamping our property soon and I hope you give us a 2nd chance once we complete our renovations.
I liked that it was very close to the airport and also the parking garage where I left my vehicle.
Tommy
Stayed 1 night in Apr 2024
Response from Sarah on 27 Apr 2024
Thank you so much for taking the time to complete our survey regarding your recent stay. It is always our goal to ensure we provide the highest level of hospitality to all our guests. I see that you enjoyed your stay. This is such great news! We appreciate constructive feedback as well as positive feedback.