Sonesta Simply Suites Cleveland Westlake

I called Wednesday around 4 to cancel the 3rd night of our stay. The reservation said we could cancel until 5p on Wednesday. I talked to a lady and she said the reservation was changed. When we checked in the 3rd night was still on the bill. The person we checked in said when we check out just to let them know we were checking out early and the last night would be taken off. This morning when we checked out the lady at the desk says she cant do anything.. and we would have needed to call expedia. Everyone knows that is impossible. Also when you select the manage/cancel reservation option. It says to call the hotel directly which i did within the free cancelation time frame. Please correct this error.

Nice and cosy . Its like a apartment almost

Needs an update

On the day we were to check in, hotels.com / Expedia forwarded a message from the Sonesta that our room was cancelled due to mechanical issue. Sonesta covered our costs to stay at another hotel at last minute notice. Great customer focus by Sonesta Westlake . Expedia on the other hand could have done a lot better. It took the over 1 hour to sort out an alternative room. Also there was no warm hand off from customer service to reservation dept that had to sort out the details. Neither person knew why I was calling though it was their company that sent the initial email. Lastly, Expedia sent an email instead of calling me... what of didn't look at email.

Pool drained and empty with no heads up when booking or on any website. Carpet and furniture stained and disgusting. No shampoo or soap in shower dispensers, no turntable in microwave. Bed and pillows not bad. Very “rustic”/ bare bones stay.

Terrible. Check in took a long time. We saw the property and the room after we paid and left the room it was so bad. Do not stay here. Very sketchy.

Upon arrival, I was informed that the advertised pool and hot tub were closed indefinitely due to a water leak—information that was notably absent from your website. During my stay, the internet was non-functional for ten days despite daily assurances from staff that it would be repaired. Furthermore, when a fire alarm went off at 7:04 AM, there was no management response for ten minutes. I eventually called 911 myself, only to be told by responding officers that the hotel had failed to notify them and that the alarm system was not directly connected to the station. Later, when our cable TV failed, the front desk rudely claimed no other rooms were available, a statement proven false when I called from a blocked number and was told vacancies existed. The physical state of the property is a significant liability. I observed the following: - Building Condition: Rotting and collapsing stairways, peeling paint, and floorboards that flex underfoot. Several windows are broken or boarded up. - Hygiene: Our room was musty with filthy, stained carpeting and tiny insects (drain flies) around the sinks. Discarded appliances and trash were scattered outside. - Parking Lot: Approximately 18 abandoned vehicles are on-site, some with nolicense plates

Pool has been closed for a couple of years Laundry room so bad we went to a Laundry mat

Clean room, quiet. No issues

The entire property need major updating. Room smelled of smoke and all I was offered was a room deodorizer.

The staff were very unprofessional. They day before the visit I called to see if we could come in early they told me to call at 2:45 the day of our reservation. I called as instructed the next day about 2:45 they proceed to tell me that they canceled our room stay due to the air conditioners being broken and would not be able to get fixed. They did not try to provide any alternatives nor did they call us ahead of time so we could have made different accommodations. When I asked if they could give us a different room they just said no. I feel that they were very unprofessional and how they handled the situation and us and I would never stay in any of their facilities.

Nice neighbors and staff No breakfast and was told pool Isn’t open

We really liked the suite except next time we will request bottom floor. The property could use little work. The stairs need work. The staff were very helpful.

Very quiet and peaceful. The room was clean and all the staff are friendly and helpful. I would definitely stay again

I understand overbooking happens, but the staff couldn't have cared less. They had no recommendations for where else to stay, and had did not help with getting a refund (I still have not received one, despite being told it should automatically be refunded). I would call ahead to see if your reservation will be honored.

Was unable to stay because I booked a room with 2 beds and no one bothered to message me about not having availability. Had to find another place to stay at 10:30 at night. Lots of parking.

Expedia's "Stay Protection Plan" is as worthless as you know what. Probably will have to pay for 2 days that I stayed elsewhere.

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I never stayed at location reservation department lied and said there was a hottub on site available for our stay, when we arrived to check in they said our hottub is only open in summer so I had to cancel the kids needed pool and hottub. Then I was told they would give full refund for the wrong information given before booking and they did not refund full amount charged me 150 dollar cancelation fee. They are crooks. Everything the front office staff very rude.

There was a lot of room and 2 bathrooms It was dirty, as soon as we walked in it smelled like weed and the electronic lock didn’t work so we couldn’t lock up when we left