Sonesta Simply Suites Houston

Business reply on Google

HI Brian, Thank you for taking the time to provide such a detailed review. We sincerely apologize that your stay did not meet your expectations. We are currently investigating the concerns you raised regarding the condition of the initial room, the air conditioning, mattress comfort, shower diverter, dishwasher gasket, hallway air conditioning, and the barking dog. Your comments have been shared with our management and maintenance teams for a thorough review. We appreciate you recognizing Genny's service during check-in, as well as the cleanliness of the linens, kitchen utensils, and the spaciousness of the suite. Guest feedback like yours helps us identify areas where improvements are needed. Thank you again for bringing these matters to our attention. We take your concerns seriously and will use your feedback as we continue working to improve the guest experience. Thanks, Sonesta management

Business reply on Google

Hi Ms. Miller, We’re sorry to hear about your experience and the difficult circumstances surrounding your delay. We did make an effort to reach you by phone and left a voicemail when we were unable to connect. As we did not receive a response and there was no arrival during the expected check-in time, the reservation was processed as a no-show in line with our standard policy and reported to the booking platform. We understand you arrived at 6:30 AM, and we truly regret any frustration this situation caused—especially given the serious traffic incident you encountered. Please note that no cancellation or no-show fee was charged. We always encourage guests to contact us if delays arise so we can do our best to assist and make appropriate arrangements. We appreciate your feedback and wish you safe and smooth travels moving forward. Thanks, Sonesta Management

Business reply on Google

HI Elisha, Thank you for taking the time to share your experience. We sincerely apologize for the distressing incident you encountered during your stay. Being disturbed in the middle of the night in such a manner is completely unacceptable, and we deeply regret the fear and discomfort this caused—especially given the circumstances of your visit. Please be assured that guest safety, privacy, and professionalism are our highest priorities. The situation you described does not reflect our standards, and we are taking your feedback very seriously. We are actively reviewing this matter with our team to ensure proper procedures are followed and that this does not happen again. We are also very sorry to hear about your interaction with management, as this is not the level of service we strive to provide. Your comments will be addressed appropriately. We understand your decision to shorten your stay and truly regret that we were unable to provide you with the comfort and security you deserved. We appreciate you bringing this to our attention and hope you might consider giving us another opportunity in the future. Thanks, Sonesta Management

Business reply on Google

Hi Giovanni, Thank you for your feedback. Sonesta Simply Suites Houston - NASA Clear Lake strives to provide excellent service and professional assistance to all guests. We regret that we were unable to accommodate your request on the day of your intended check-in. Our team follows strict policies to ensure the safety, cleanliness, and readiness of all guest rooms. While we understand your concerns, we are unable to make exceptions that compromise these standards. We value all feedback and encourage guests to contact us directly to discuss questions or concerns regarding reservations and room availability. Thanks, Sonesta Management

Business reply on Google

Hi Sarah, Dear Sarah, Thank you for taking the time to share your feedback regarding your stay . We sincerely apologize for the issues you experienced during your visit. This is certainly not the level of service or cleanliness we strive to provide. We are very concerned to hear about the condition of the linens, the interaction with our front desk staff, and the overall atmosphere you encountered. Your comments have been shared with our management team so we can address staff conduct, housekeeping standards, and enforce our non-smoking policies more effectively. We understand how disappointing this experience must have been, especially during a short stay, and we regret that we did not meet your expectations. Guest feedback like yours is important to us as we work to improve our service and facilities. Thank you again for bringing these matters to our attention. Sincerely, Hotel Management

Business reply on Google

Hi Wang, Thank you for your feedback. We’re sorry to hear that you feel this way. We take all concerns seriously and want to address them properly. However, we’ve noticed that the same negative review has been posted across multiple platforms after your request for a refund was not approved. As a reminder, reviews should reflect the actual stay experience, not be used to obtain compensation. However, if you need assistance call the hotel directly we would be happy to assist you. Thanks, Jash patel

Business reply on Google

Hi Chi, Thank you for taking the time to share your experience. First and foremost, we sincerely apologize for the distress and discomfort you’ve described. The well-being and comfort of our guests are of the utmost importance to us, and we are genuinely sorry that your stay did not meet expectations. Following your report, we immediately arranged for a thorough inspection of the room by a licensed pest control professional. As shared with you via email, the inspection results confirmed that no evidence of bed bugs was found in the room. We understand, however, that this does not lessen the discomfort you experienced, and we regret that you left feeling unsupported. If there is anything further we can do to address your concerns, please do not hesitate to contact us directly. We truly value your feedback and hope to have the opportunity to restore your confidence in our hospitality. Warm regards, Sonesta Management

Business reply on Google

Hi Groovy Garden, Thank you for your feedback. We truly appreciate you taking the time to share your experience. However, we currently have no records of your stay at our property, and our hotel staff remains consistent. It’s possible your review may pertain to a different location. We kindly ask that you verify and post your review to the appropriate hotel. Please know that we deeply value every guest and strive to provide the best possible experience. If you stayed here and have any further questions or concerns, we would be more than happy to speak with you directly and resolve any issues. Thanks Sonesta management

Business reply on Google

Dear Ms. Torres, We’re very sorry to hear about your recent experience, and we sincerely apologize for the inconvenience and frustration this caused during your holiday weekend. This is certainly not the standard of service we aim to provide. We understand how upsetting it must have been to arrive and find your reserved room unavailable. While we’re glad our front desk associate tried to assist, we regret that the situation was not resolved to your satisfaction. We take your feedback seriously and will be addressing the matter internally to ensure this does not happen again. We did offer the option to the guest and if they would have waited for a while we would have accommodate them with the comp room. However, we would appreciate the opportunity and we would love to host you again. Sincerely, Sonesta management

Business reply on Google

Hello Melissa, We apologize for the uncomfortable experience during your recent stay. It is concerning to hear about the issues you faced, including the room odor and unsettling atmosphere. A certified pest control professional is on hand to keep pests at bay, and security measures are being reviewed to ensure guest safety. We regret the misunderstanding at the front desk and appreciate your patience. Your feedback is invaluable, and we are striving to enhance the overall experience. Sincerely, Sonesta Management Team

Business reply on Google

Hi Govind, We apologize for the maintenance and hygiene issues you encountered during your stay. Our team strives to provide a comfortable experience for all guests, and we are sorry for falling short in this instance. Your feedback about the condition of the room and common areas has been shared with our maintenance staff to address these concerns. Thank you for bringing these matters to our attention. Sincerely, Sonesta Management Team

Business reply on Google

Hi Brianne, Our team sincerely apologizes for the experience you described during your stay. We are looking into the concerns you raised about cleanliness and noise to ensure they are addressed promptly. Your input is valuable, and we strive to provide a better experience for all our guests. Sincerely, Sonesta Management Team

Business reply on Google

Hi Leacardela, We appreciate you taking the time to share your experience. We're truly sorry to hear that your stay did not meet expectations. Your comments about the odor and cleanliness, as well as the condition of our property, have been noted. It's good to hear the staff was wonderful. Also, as per the policy we do hold the 50 $ incidental deposit. We apologize for the disappointment you experienced and hope to have another chance to go above and beyond for you in the future. Sincerely, Sonesta Management Team

Business reply on Google

Dear Mindy, Guest satisfaction means everything to our team so we were surprised and disappointed to read your remarks. When attempting to look into this matter, we found no records of you staying at our property. Please consider reaching out to us offline so that we can connect and either gather more information or help you share your comments with the appropriate location. It's our hope we will hear from you soon.

Business reply on Google

Dear Jay, Thank you for your feedback. We're sincerely sorry for the inconvenience you experienced with the charges to your card. We understand how frustrating this must have been for you. Please know that we are currently looking into this problem, and we found that the reservation had the 24-hour cancellation policy (based on the Booking platform, as well as the hotel policy). Also, the reservation was made for the same day, so it is non-cancellable. When you showed up at the hotel, you walked away without informing us about the cancellation. So, based on the cancellation policy, the hotel has charged the no-show fees. Please call us directing you have any additional questions. Also, please refer to the Booking.com reservation policy for particular reservations. Thanks.

Business reply on Google

Kard Konnect, it's regrettable to hear that your stay didn't meet your expectations. We understand the rooms and our colleagues didn't provide the comfort and service that we strive for. Please know training and upkeep remain as continual priorities for us to address the concerns you mentioned. You noted an issue with your room's door security, which we take very seriously. Moreover, we value your feedback about the bedding as well. Concerning the animal allergies, we're proud of our colleague's determination to provide service despite her discomfort. We'll certainly highlight her tenacity. Your disappointment on this Christmas eve is noted and we're sincerely sorry it affected your holiday negatively. Whilst we can't change this past experience, we're committed to improving guest satisfaction, including yours, in all aspects of a stay with us. We hope you'll consider giving us another chance in the future to show you the positive changes made from feedback like yours.