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Reviews of Sonesta ES Suites Cleveland Airport

3 out of 5
Sonesta ES Suites Cleveland Airport
17525 Rosbough Dr, Middleburg Heights, OH

Reviews

7.4

Good

Rating 10 - Excellent. 373 out of 1000 reviews" "
Rating 8 - Good. 239 out of 1000 reviews" "
Rating 6 - Okay. 145 out of 1000 reviews" "
Rating 4 - Poor. 112 out of 1000 reviews" "
Rating 2 - Terrible. 131 out of 1000 reviews" "

7.4/10

Cleanliness

7.8/10

Staff & service

7.2/10

Amenities

7.2/10

Property conditions & facilities

7.2/10

Eco-friendliness

Reviews

2/10 Terrible

Ramachandran

Travelled with family
Disliked: Cleanliness
They gave a room where toilet was not flushing Changed to another room where key was not working The rooms was smelling bad There were no kitchen utensils
Stayed 4 nights in Apr 2024
Response from General Manager on Apr 15, 2024
Thank you for your response. We are so sorry that you had this experience while staying with us. We will share these comments with our team to help to improve the experience at our property.

8/10 Good

Robin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024

8/10 Good

Diego, Port Moody

Liked: Staff & service
Expected an average room and got a little suite with a room, a loft, 2 baths, full kitchen and a gas fireplace. The place shows its age and could use some TLC, but nothing too out of the ordinary: a loose hinge here, a janky doorknob there. Staff was friendly, even cheery, and helpful. Solid place for a budget stay.
Stayed 3 nights in Apr 2024
Response from General Manager on Apr 15, 2024
Thank you for your response. We are currently working to renovate a number of our rooms, and hope that will provide a great experience when you choose to return. For now, I will share your comments with our team, and we are thankful you chose to stay at our property!

4/10 Poor

Debra

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Overall the rooms were as clean as they could be. 1st room we were given had a water leak from overhead, hole in ceiling with water coming down the wall. Toilet would not flush. Called the desk, staff immediately responded and got us another room. Carpets in the new spot were horribly stained. Just to be clear this is not a reflection on the staff of the facility this is an owner issue. Property is not being kept up.
Stayed 1 night in Apr 2024
Response from General Manager on Apr 9, 2024
We are very sorry you did not enjoy your recent stay with us. We are constantly working to improve every guest’s experience and will take your feedback into consideration as we move forward.

10/10 Excellent

Anastasios

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Stayed 1 night in Mar 2024
Response from General Manager on Mar 28, 2024
Thank you for your kind response. We hope to see you back soon!

4/10 Poor

Daniel

Travelled with partner
Disliked: Cleanliness, staff & service, amenities
There are absolutely no services offered. We had one stained towel for two adults to share. No breakfast available. No housekeeping. Had to take out our own trash. Curtains in the room were torn. Cobwebs left in most corners. Coffee given was only decaf. Even some parking spaces reserved for members who paid extra. I don't know who would even do that. What's to pay for? At least the bed was comfortable, though the pillows were tiny.
Stayed 1 night in Mar 2024
Response from General Manager on Mar 25, 2024
We are so sorry you did not enjoy your stay with us. We do limit our services offered to keep our prices as low possible. We will take your comment and do everything we can to make sure in the future we are able to provide a better guest experience.

2/10 Terrible

Eleanor

Travelled with pets
Disliked: Cleanliness, staff & service, property conditions & facilities
The room was filthy, dirty dishes in dishwasher leaked and didn’t work. Toilet well let’s just leave it at that Bed was the only clean thing in room Front desk not helpful in the least It should be noted I have stayed here twice before but never will again.
Stayed 1 night in Mar 2024
Response from General Manager on Mar 25, 2024
We are so sorry you did not enjoy your stay with us. We will take your feedback and share it with our team to improve future stays.

4/10 Poor

Kayla

Stayed 2 nights in Mar 2024
Response from General Manager on Apr 9, 2024
We are very sorry you did not enjoy your recent stay with us. We are constantly working to improve every guest’s experience and will take your feedback into consideration as we move forward.

10/10 Excellent

kritzia

Liked: Cleanliness, staff & service, property conditions & facilities
This my 3 time staying is good place. Recommend
Stayed 1 night in Feb 2024
Response from General Manager on Mar 5, 2024
Thank you for your response Kritzia. We value your positive feedback, and I will share it with our team. We hope to see you back in the near future.

10/10 Excellent

Brian

Stayed 1 night in Feb 2024
Response from General Manager on Mar 25, 2024
Thank You for your response. We are happy to see that you enjoyed your stay with us.

2/10 Terrible

NALINI, RIVIERA BEACH

Travelled with family and small children
Disliked: Cleanliness, staff & service, property conditions & facilities
This was my worst experience, I checked in on Feb 15/16, my flight was delayed and I didn’t checked in until 5 Am, one of the bed had blood on it, the bathroom and kitchen was dirty, it looked like they put us in a room that was not cleaned. Because we didn’t sleep and needed a place to sleep we stayed in the room until we woke up, then we complained to the GM. We had two reservations so we would check out from one and checked into the other was was a 2 bedroom, my goodness, this room the handle fell off the bedroom downstairs, the fire place didn’t work, then the lock on the main door stopped working, the front desk lady said they don’t have another room to put us in, they don’t have a new lock so the service guy would have to try and fix it, she could not do anything about the fireplace. We were locked out of the room in the snow for three hours with a child. Up until when we left the guy was still working on the lock. I must say Expedia held up to their word and relocated us. But never will I stay in this hotel again.
Stayed 3 nights in Feb 2024
Response from General Manager on Feb 20, 2024
We are so sorry you did not enjoy your stay. We will take your comments and work to improve future guest experiences.

2/10 Terrible

NALINI, RIVIERA BEACH

Travelled with family
Disliked: Property conditions & facilities
There was an issue with the room, blood on the bed, bathroom not cleaned, kitchen not cleaned. Hotel said we need to contact Expedia for refund.
Stayed 1 night in Feb 2024
Response from General Manager on Feb 20, 2024
We are so sorry that you had these issues during your stay. We are constantly working to improve our guest experience here, and are very sorry that we did not meet your standards. We will take your comment and work to improve these areas of our property.

2/10 Terrible

Yvonne

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
There was a fight above us which went on all night long we called the office no one ever came then they started fighting outside the doors was open back and forth all night long and it was constantly smoking in the hallway
Stayed 2 nights in Feb 2024
Response from General Manager on Feb 6, 2024
We are so sorry to hear about your experience with your recent stay. We work very hard to provide every guest with the best experience possible, and we are very sorry we were unable to do that with your stay. We hope that you will give us another opportunity in the future to improve upon this.

8/10 Good

Megan

Stayed 1 night in Feb 2024
Response from General Manager on Mar 25, 2024
Thank you for your response we will share your response with our staff.

10/10 Excellent

Jeremy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great overall
Stayed 1 night in Feb 2024
Response from Hotel Staff on Feb 4, 2024
Thank you for taking the time to give us feedback, we are so happy to see you enjoyed your stay with us! We hope to see you again soon!

10/10 Excellent

Anastasios

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice safe and quiet
Stayed 2 nights in Jan 2024
Response from Hotel Staff on Jan 31, 2024
Thank you for taking the time to give us feedback, we are so happy to see you enjoyed your stay with us! We hope to see you again soon!

10/10 Excellent

Big

Liked: Cleanliness, staff & service
It was a pretty cool first experience and I enjoyed it. I was able to cook and watch the football game.
Stayed 2 nights in Jan 2024
Response from Hotel Staff on Jan 31, 2024
Thank you for taking the time to give us feedback, we are so happy to see you enjoyed your stay with us! We hope to see you again soon!

2/10 Terrible

Hyoung

Travelled with family, Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Old property with very limited service. Rooms are old and it shows it. They offer pull out bed with out any linens and dish’s are dirty in the dish washer. All around not so great to stay.
Stayed 1 night in Jan 2024
Response from Guest Relations on Jan 28, 2024
Dear Hyoung,We appreciate you reaching out, and it's unfortunate to hear about the experience you described. Room integrity and making our valued guests feel comfortable are of utmost importance to us, and we sincerely apologize for dropping the ball on this occasion. Rest assured, your concerns will be addressed internally as we jump into action to rectify the issues you've mentioned. This is not the lasting impression we want to leave you with, so please allow us to make this up to you someday.

2/10 Terrible

Germaine

Travelled with family
Disliked: Staff & service, property conditions & facilities
Stayed 9 nights in Jan 2024
Response from General Manager on Jan 16, 2024
We are upset to see that you did not enjoy your stay with us. We are working hard to give each and every guest a positive experience. We are sorry we did not meet your expectations.

10/10 Excellent

Beverly, Waterford

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was a very clean and nice property.
Stayed 1 night in Jan 2024
Response from General Manager on Jan 23, 2024
Thank you for your kind words Beverly. We appreciate your business and hope to see you again soon.

6/10 Okay

Alejandro

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities
Property can be better
Stayed 2 nights in Jan 2024
Response from Hotel Staff on Jan 31, 2024
We are constantly looking for guest feedback on how we can improve your stay, and we appreciate you taking the time to give us your thoughts. We are sorry to hear that the stay did not meet your expectations. Hopefully we can do better next time. Safe Travels !

2/10 Terrible

David

Stayed 8 nights in Dec 2023
Response from Hotel Staff on Jan 31, 2024
Thanks for taking the time to write about your experience at our Sonesta ES Suites Cleveland Airport, I’ll use your feedback to continue to provide the best possible stay. I hope that in your travels you’ll once again consider Sonesta ES Suites Cleveland as your choice for lodging accommodations.

2/10 Terrible

Mohamed, Riverdale

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Everything missing in the room and was dirty
Stayed 1 night in Jan 2024
Response from Guest Relations on Jan 12, 2024
Dear Mohamed,We are very sorry for the condition of the room you received. There is no excuse for such, and we assure you that we will speak with our team about our performance and ensure improvements are made. We will also make sure your room is given the attention it deserves.

2/10 Terrible

Pamela

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Save the hassle book elsewhere. Reason for visit was family memorial my mother, sister and 2 brothers they are finally together. I received a call the morning of arrival to say they overbooked and the room type I reserved would not be available, I asked how is that possible? Well you book with Expedia. I argued that the staff then stated could put me into another room, or I could go else. I was given a room they said was cleaned and it as the type I reserved however, it was horrible. Immediately went back to office to request the opportunity to go elsewhere I was told because I signed a paper I could not get refund. They offered a leaser room and as I said we had plans and this was not part of it. So we took the room only to find one washcloth, 1 towel, no kitchen amities, a coffee pot no coffee filters or pot, a toaster that did not work as a mater of fact no oven this time. the bath tub as well as the kitchen sink did not drain for hours. We bought skillets and dishes, utensils, toilet paper, trash bags just to make it work. Due to someone vaping in the rooms the fire alarm went on one morning at 3 am and the person in the office told me “it’s not your building so you don’t need to worry” the alarm was in our building so that’s not true. 2 days later it happens again. Same vape issue same fire department this time the subject was arrested. Save yourself the hassle and stay someplace else. But best advise for all travels call Expedia first before agreeing to any room.
Stayed 11 nights in Dec 2023
Response from Guest Relations on Jan 12, 2024
Dear Pamela,Your voice has been heard, and our team will be sure to review where we fell short during your visit. It is our goal to provide our guests with a seamless experience. Rest assured, guest safety is always our top priority, and we apologize for the inconvenience you had with the alarm. We will use your feedback as a learning tool as we work to make positive changes. It is our hope that you will give us another opportunity to provide you with a seamless experience in the future.

2/10 Terrible

Sharon

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Dec 2023
Response from Hotel Staff on Jan 31, 2024
Thanks for taking the time to write about your experience at our Sonesta ES Suites Cleveland Airport, I’ll use your feedback to continue to provide the best possible stay. I hope that in your travels you’ll once again consider Sonesta ES Suites Cleveland as your choice for lodging accommodations.

10/10 Excellent

Jose Luis

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Hotel Staff on Jan 31, 2024
Thank you for taking the time to give us feedback, we are so happy to see you enjoyed your stay with us! We hope to see you again soon!

6/10 Okay

Prithviram

Travelled with group
Poor service
Stayed 1 night in Dec 2023
Response from Hotel Staff on Jan 31, 2024
We are constantly looking for guest feedback on how we can improve your stay, and we appreciate you taking the time to give us your thoughts. We are sorry to hear that the stay did not meet your expectations. Hopefully we can do better next time. Safe Travels !

6/10 Okay

Jason, concord

Stayed 1 night in Dec 2023
Response from Hotel Staff on Jan 31, 2024
We are constantly looking for guest feedback on how we can improve your stay, and we appreciate you taking the time to give us your thoughts. We are sorry to hear that the stay did not meet your expectations. Hopefully we can do better next time. Safe Travels !

2/10 Terrible

Lakisha

Stayed 1 night in Dec 2023
Response from Hotel Staff on Jan 31, 2024
Thanks for taking the time to write about your experience at our Sonesta ES Suites Cleveland Airport, I’ll use your feedback to continue to provide the best possible stay. I hope that in your travels you’ll once again consider Sonesta ES Suites Cleveland as your choice for lodging accommodations.

2/10 Terrible

Andrea

Disliked: Cleanliness, staff & service, property conditions & facilities
No longer like Sonesta used to be
We booked a king room with pull out sofa for 4 adults. We got to our room and there were no linens for the sofa. We called down to the front desk and were told that we had to come to get the sheets. They never said anything even though they knew we had 4. They refused to give any pillows for the sofa bed though. They said we were only allowed to have the amount of pillows that already came with the room for the king bed. The carpets were dirty and they no longer provide any airport shuttle or breakfast. I was disappointed because in the past Sonesta was such a wonderful place to stay but this was completely different now.
Stayed 1 night in Dec 2023
Response from General Manager on Dec 18, 2023
We are sorry that you did not enjoy your recent stay with us, and will work hard to address the issues you brought to our attention.

10/10 Excellent

Kathleen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is my go to destination when I visit Cleveland. I’ve always had a wonderful stay, property is clean, quiet, and the staff is friendly.
Stayed 8 nights in Dec 2023
Response from General Manager on Dec 18, 2023
Thank you for your review. We are happy to hear that you enjoyed your stay, and hope to see you back soon!

8/10 Good

Tyler

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Spacious
Room was spacious and had a full kitchen. We were only here one night in town for a browns game. Would stay again
Stayed 1 night in Dec 2023
Response from General Manager on Dec 18, 2023
Thank you for your review! We appreciate that you enjoyed your stay with us, and hope to see you back soon!

2/10 Terrible

Marjorie

Disliked: Cleanliness, property conditions & facilities
Carpet was filthy with stains. Table on wheels very sticky' gross. No caffienated coffee but a coffee maker. Door scuffed and didnt close properly. Have stayed here and in Westlake before..No issues..very clean and pleasant. Seems not the same oversight and cleaning. This rug may need replacement.
Stayed 1 night in Dec 2023
Response from Guest Relations on Dec 16, 2023
Dear Marjorie,Thank you for taking a moment to share your experience. We trust you alerted our team to your concerns while you were with us so we could properly address the matter at hand, and we have passed your comments along so that our team can utilize them for improvement. We would love nothing more than to welcome you back for a better overall visit in the future.

4/10 Poor

robert

Travelled with partner
Was a bit on old side. Looked like the room hadn't been updated since the early 90’s
Response from General Manager on Mar 5, 2024
We are sorry you did not enjoy your stay. We are always looking to improve our guest's experience, and are currently remodeling a number of our guest rooms. We hope you will give us another opportunity in the future.

10/10 Excellent

Mario

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023
Response from Hotel Staff on Jan 31, 2024
Thank you for taking the time to give us feedback, we are so happy to see you enjoyed your stay with us! We hope to see you again soon!

10/10 Excellent

Anastasios

Travelled with partner
Service was excellent and very helpful — nice big clean room
Stayed 1 night in Nov 2023
Response from Laura on Nov 30, 2023
Thank you for your business and your feedback!

2/10 Terrible

Trent

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Nov 2023
Response from General Manager on Dec 18, 2023
We are disappointed to hear that you didn't enjoy your recent stay with us. We are working very hard to ensure each and every guest has the best experience possible.

6/10 Okay

Norma

Business traveller, Travelled with group
Disliked: Amenities
Close to IX center. Took out your trash. room not cleaned while staying there. No breakfast. If wanted clean towels must take dirty to desk to get clean towels.
Stayed 3 nights in Nov 2023
Response from laura on Nov 30, 2023
Thank you for your business and feedback.

8/10 Good

Bruce

Liked: Cleanliness, staff & service, property conditions & facilities
Fine
Stayed 2 nights in Nov 2023
Response from Laura on Nov 30, 2023
Thank you for your business and your feedback

6/10 Okay

Christine

Stayed 2 nights in Nov 2023
Response from Hotel Staff on Jan 31, 2024
We are constantly looking for guest feedback on how we can improve your stay, and we appreciate you taking the time to give us your thoughts. We are sorry to hear that the stay did not meet your expectations. Hopefully we can do better next time. Safe Travels !

10/10 Excellent

Mary

Stayed 1 night in Nov 2023
Response from Hotel Staff on Jan 31, 2024
Thank you for taking the time to give us feedback, we are so happy to see you enjoyed your stay with us! We hope to see you again soon!

8/10 Good

Jennifer

Travelled with family
Liked: Cleanliness, staff & service, amenities
It was amazing but they should make sure to change the door locks and to sanitize the room. But overall it’s a good experience
Stayed 1 night in Nov 2023
Response from Laura on Nov 17, 2023
Thank you for your feedback. We appreciate your business

6/10 Okay

Aaron

Liked: Staff & service
Disliked: Property conditions & facilities
The lady at the front desk was very nice. But the room smelled kinda bad and it was kinda falling apart near the bathroom area. There was a chunk of metal missing from the bathroom wall. The room size was nice. But there was no room service or anything. If you need a place to crash for a night or 2 it’s fine but don’t expect a luxury experience by any means.
Stayed 8 nights in Nov 2023
Response from Laura on Nov 17, 2023
Thank you for your feedback. We appreciate your buusiness.

4/10 Poor

Tanishia

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2023
Response from Laura on Nov 17, 2023
We are sorry that we did not meet your expectations. Hopefully you will try us again and we can rectify any issues you had. Thank you for your feedback.

2/10 Terrible

Ivorie

Stayed 1 night in Nov 2023
Response from Laura on Nov 17, 2023
We are sorry that we did not meet your expectations. Please reach out to us to let us know how we can provide you with a better stay. Thank you for your feedback

4/10 Poor

Thomas

Business traveller
Disliked: Staff & service
The room was comfortable, but there was a sleep testing center on the same of the building that my room was in????????? Not sure what that was all about. Also the Wi-Fi was terrible you didn't know when you would loose connectivity when you were in the middle of working on something I will never stay at any of these Sonesta again
Stayed 4 nights in Nov 2023
Response from Hotel Staff on Nov 12, 2023
We are constantly looking for guest feedback on how we can improve your stay, and we appreciate you taking the time to give us your thoughts. We are sorry to hear that the stay did not meet your expectations. Hopefully we can do better next time. Safe Travels !

4/10 Poor

Jennifer, Bridgeport

Travelled with partner
Disliked: Cleanliness, property conditions & facilities
Everything was dirty. Lobby, elevator and rooms. The carpet had tons of stains everywhere. Looked like a murder happened in there. The closest doors were off the hinges. Doors just up against the wall. The bathroom was just old looking. I saw 1 bug on the tub... AND the wifi didn't work. We stayed because it was late. But, never again!
Stayed 1 night in Nov 2023
Response from Hotel Staff on Nov 8, 2023
Thanks for taking the time to write about your experience at our Sonesta ES Suites Cleveland Airport, I’ll use your feedback to continue to provide the best possible stay. I hope that in your travels you’ll once again consider Sonesta ES Suites Cleveland as your choice for lodging accommodations.

6/10 Okay

Donovan

Liked: Staff & service
Stayed 3 nights in Nov 2023
Response from Hotel Staff on Nov 8, 2023
We are constantly looking for guest feedback on how we can improve your stay, and would have appreciated your thoughts.

4/10 Poor

Mary Ellen

Travelled with family
Disliked: Cleanliness, property conditions & facilities
Disappointed
It started out in the pouring rain and not being able to get my door open. The front desk clerk, however, was very nice to get soak and wet to help me! I appreciated that. The room itself was not great. First thing I noticed was the second bed looked like someone took a nap on it. Mold around the toilet, which didn't flush that great. Cobwebs on the light fixture by the bed. Bothered by the fact that they still don't offer daily housekeeping service. I had to get my own towels on the third day of my stay. Cabinets were not filled. Dishes still in the dishwasher. For the amount I was charged, I was not happy at all.
Stayed 5 nights in Oct 2023
Response from Hotel Staff on Oct 27, 2023
Thanks for taking the time to write about your experience at our Sonesta ES Suites Cleveland Airport, I’ll use your feedback to continue to provide the best possible stay. I hope that in your travels you’ll once again consider Sonesta ES Suites Cleveland as your choice for lodging accommodations.

6/10 Okay

Peggy

Disliked: Staff & service, property conditions & facilities
Needed some major repairs. The fireplace wasn’t working and they said they would send someone to fix it and never did. One good point is that inside the suite was very quiet.
Stayed 4 nights in Oct 2023
Response from Hotel Staff on Oct 27, 2023
We are constantly looking for guest feedback on how we can improve your stay, and we appreciate you taking the time to give us your thoughts. We are sorry to hear that the stay did not meet your expectations. Hopefully we can do better next time. Safe Travels !