Sonesta ES Suites San Antonio Northwest

TL,DR: Great place to stay—staff is helpful, maintenance guy has a huge heart!nnThe military brought me here, and I’ve been staying at this extended stay for over a month for several reasons:n1) Required to quarantine for 2 weeks,n2) Horrible winter storm that prevented me from finding a home, andn3) House I wanted to rent immediately foreclosed after signing the lease.nnThe staff here, especially Victor and the maintenance man (don’t know his name), have been incredibly helpful. Here are the problems they have solved for me:n1) Offered me a competitive room rate and nice room,n2) Took any complaint I had extremely seriously and even personally called me to figure out how to better accommodate myself and my girlfriend,n3) Excluding the winter storm, they’ve been on point with cleaning services and offered great laundry service,n4) Provided a clean and satisfactory gym, andn5) Solved the heat and water problem in our room to the best of their ability given ABSOLUTELY terrible weather conditions.nnI had (and am having—because of the house situation, lol) an above satisfactory stay here. If you have a complaint tell the staff—especially Victor—because they will listen to your concern and solve it.nnRecognize if you come here and there is a TERRIBLE (below 32°F) winter storm, none of Texas is prepared for it. Despite that, these guys will sacrifice their safety to ensure you stay safe and warm.nnThe one piece of feedback I would have for the staff is to communicate with the guests more. We had a fire sprinkler break and we thought the rooms were caving in—this was not true, but we had no idea at the time. It would have been nice to have that explained because being in a 3 story building (that may have structural problems) is especially terrifying in a 10°F winter storm. There were no other hotels for us to go to either, so we seriously thought we might be in a very dangerous situation. I’ve already discussed it with Victor and he was very receptive to my feedback.nnI know this is no Hilton, but something that really stuck out with me when I stayed at a Hilton in San Antonio is they reached out to see how my stay could be improved, even when it was satisfactory. This is something this Sonesta ES hotel can do for free! They can text or call guests to ensure their stay went well during extreme emergencies or after they’ve checked out. It’s personal and actually makes it feel like the hotel truly cares about their guests.nnExtreme customer service breeds extreme loyalty. Cheers! ud83eudd42

Update 6: The maintenance man came and plunged our toilet, as well as insulated the cold from coming in as best he could. He was very nice and very busy all day. Thank you so muchud83dude4fnnUpdate 5: 3am found baby cockroaches and adults crawling around room.nnUpdate 4: we got stuck here because no gas stations open, no hotels open, no flights out.nnUpdate 3: no maid service for the last 3 daysnnUpdate 2:CAN'T TAKE SHOWER BECAUSE THERE IS NO WATER PRESSURE. WE ARE LEAVING.nnUPDATE: THE ROOF HAS COLLAPSED INTO HOTEL ROOMS on the top FLOOR FROM THE SNOW/ICE. DO NOT STAY HERE. FRONT DESK HAS SAID NOTHING ABOUT THE DANGEROUS CONDITIONS.nnWe stayed here during the ice and freezing weather. The rooms have no insulation. We left the thermostat at 80 degrees for 12 hours and it only went up to 69 degrees from 68 degrees.nnDon't stay here if you're cold!! They have no space heaters. We had to use 6 blankets.nnStaff was very nice, however we froze and couldn't sleep or take showers. Also couldn't find a space heater to buy, all sold out.

I definitely don’t recommend staying here. The staff was very unfriendly. If you want to be racially profiled definitely stay here. They will ask you if you stay here every five minutes. I was charged $400 for a smoking fee even though I smoked in my car. The overnight staff had an issue with me going back and forth to my car and smoking. When I spoke with Victor the GM he was very unhelpful and didn’t attempt to look into the matter. He basically told me good luck on getting my money back. This has been the worst experience every. I’ll never stay at this hotel again.nnUpdatennManagement was able to help me get the fee reversed and helped me with my other issues.

Great place to stay for long term or short term, I stayed there for 2 month in 1 bed room apartment . It is very safe and clean, very much like a resort .n* staff are very friendly with greatnhospitality.n*Room has kitchenettes, free laundry , heated pool and nice gym.

Yolanda will do whatever needed to make you stay at the hotel! Nice people. Decent location.