Sonesta ES Suites Chatsworth
🏨 Hotels & Travel · Chatsworth
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Hotel failed to provide accessible room and refused price difference refund
Business reply on Google
Dear Jackie, We're sincerely sorry to hear that you didn't have a good time with us, and we apologize for any disappointment with the accommodations, as well as the service, that you received during your visit. We always want our guests to have the best experience possible, so we will be sure to discuss your concerns internally and make any improvements where necessary. Should you wish to discuss your experience with us further, please do not hesitate to reach out to us offline. We hope to hear from you soon. Sonesta Management Team
Hotel failed to honor a confirmed online room reservation
Business reply on Google
Hello Terry, Thank you for bringing your experience to our attention. It sounds frustrating to have gone through this situation, and we appreciate hearing about it. Our team is looking into this issue with the app to ensure a smoother booking process moving forward. We value your input and hope you give us another chance in the future. Sincerely, Sonesta Management Team
Excessive noise levels and poor soundproofing in the hotel rooms.
Business reply on Google
Hi Brenda, Thank you for sharing your experience with us. It's disappointing to know that your stay was not as pleasant as expected due to the noise and other inconveniences. We value your insights about the room conditions and breakfast offerings. Enhancements to guests' comfort and service remain a priority, and your feedback will aid in that endeavor. Sincerely, Sonesta Management Team
The hotel room was infested with bed bugs.
Business reply on Google
Hi John, Thank you for sharing your experience with us. We take pest concerns seriously and will investigate the issue you mentioned immediately. It is good to know you enjoyed the service from our breakfast staff, however, we extend our apologies if the lack of an elevator and pathway conditions caused any inconvenience during your stay. We're always working to improve our facilities, and your comments about the pool and jacuzzi will be reviewed as well. We hope you found dining in the local area enjoyable, and we wish you well as your travels continue. Sincerely, Sonesta Management Team
Poor customer service, lack of elevators, and insufficient parking.
Business reply on Google
Anisha, thank you for your feedback. It is regrettable that your experience with our front desk team member and other aspects of our amenities did not meet your expectations. Your comments will be reviewed to ensure we improve our services. Should you wish to discuss further, please know you are welcome to reach out to us directly. Thank you.
Front desk staff refused to provide a spare key at night.
Business reply on Google
John, it's disappointing to hear that your experience at our facility did not meet your expectations, particularly in terms of customer service. Understanding that you felt less than satisfied with the assistance provided in retrieving a spare key is certainly concerning. Additionally, it's regrettable that your interaction with one of our team members resulted in feeling this way. We value your feedback and will ensure that it's used as a means to enhance our guest service standards. We hope for an opportunity to rectify this in the future.
The suite furniture was dirty and in poor condition.
Business reply on Google
We're truly sorry to hear that the suite's furnishings didn't meet your expectations during your stay. Our intention is always to provide clean and comfortable accommodations for our guests. Please be assured that we are constantly working on improvements, and your feedback is vital for this process. Despite the mentioned issue, we're glad to know there were no other concerns during your stay. We hope you might consider giving us another chance to provide a better experience in the future.
Unauthorized parking charges and poor customer service regarding billing disputes.
Business reply on Google
Christina, we understand your disappointment and regret that we were not able to meet your expectations during your visit. We see that you had difficulties with our customer service, billing, and communication. We aim to improve these issues for future guests. Your feedback about our communication during the booking process, charges, and training of our team is greatly appreciated and will be taken into account as we strive to constantly enhance our guest experience. We extend our apologies for the additional inconveniences during the stormy weather. We regret losing your recommendation but are thankful for your feedback as it aids our continuous improvement efforts.
insecure room conditions and presence of pests and odors
dirty hotel rooms and rude front desk staff
Business reply on Google
S, We apologize that your experience did not meet your expectations, and we deeply regret the numerous issues you faced during your stay. Cleanliness is a top priority for us, and we are disappointed to hear that the accommodations did not reflect our usual high standards. We will be addressing these concerns with our housekeeping team to ensure improvements are made going forward. Our team aims to provide excellent customer service, so we are truly sorry to hear about the interaction you had with our front desk personnel. We will take your feedback into consideration and work hard to improve the attitude and professionalism of our staff to better accommodate guests like you in the future. We understand that the location of our property was not ideal for your needs, and we apologize for any inconvenience this may have caused you. In regards to the parking situation, we appreciate your feedback and we'll review our policies to explore ways to improve the guest experience in this area. We are disheartened that you wouldn't consider staying with us again due to your recent experience. While we are unable to accommodate your request for reimbursement, we kindly request the opportunity
dirty room, noisy neighbors, and hit and run in parking lot
Hotel used as temporary housing for transients causing noise disturbances
The hotel had poor staff service, uncomfortable beds, and pest issues.
Staff member was rude and threatened guests with police intervention.
Business reply on Google
We’re so sorry to hear that you had this experience. Our team usually gets compliments with the quality service that we provide and we will most definitely look into this situation. However, please be advised that our amenities such as our outdoor pool and jacuzzi are only for registered guests and not for visitors. We apologize for any misunderstanding.
Hotel does not accept cats despite being listed as pet-friendly.
Business reply on Google
We’re glad that you consider us as a nice hotel, however we apologize that we only accept dogs and service animals. We understand the inconvenience and have tried our best to avoid disappointment by posting this information on our website as well as letting our online partners know about our pet policy. Please don’t hesitate to contact our Front Desk at 818-773-0707 for more information.
Unethical billing practices and poor facility maintenance and service standards.
Business reply on Google
We're terribly sorry to hear that you had this impression about our hotel. What you've described sounds far from the exceptional service that we're known for. We would love the chance to see you again and make things right for you. Please contact me directly at [email protected] so we can better understand the details of your experience. Thanks for the review.
Unauthorized credit card charge and suspicious activity at hotel bar
Staff gave another guest a key to an occupied hotel room.
Outdated room facilities and poor customer service regarding AAA membership verification.