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Reviews of Sonesta ES Suites Reno

3 out of 5
Sonesta ES Suites Reno
9845 Gateway Dr, Reno, NV

Reviews

7.6

Good

Rating 10 - Excellent. 243 out of 602 reviews" "
Rating 8 - Good. 163 out of 602 reviews" "
Rating 6 - Okay. 80 out of 602 reviews" "
Rating 4 - Poor. 61 out of 602 reviews" "
Rating 2 - Terrible. 55 out of 602 reviews" "

8.0/10

Cleanliness

8.0/10

Staff & service

7.2/10

Amenities

7.8/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

10/10 Excellent

Andrew

Liked: Cleanliness
Stayed 1 night in Apr 2024
Response from Heather Madsen-Stewart- Front Desk Supervisor on 27 Apr,2024
Dear Andrew, we can't thank you enough for your patronage and for sharing this great 5/5 review. Hosting you was our pleasure, and I am so glad to hear your stay was a great one. Please visit us again soon!

6/10 Okay

Jay

Stayed 5 nights in Apr 2024
Response from Heather Madsen-Stewart- Front Desk Supervisor on 27 Apr,2024
We appreciate your feedback. We apologize for not meeting your expectations during your stay. We do hope to see you again in the future.

10/10 Excellent

Jenny

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
the room was very clean
Stayed 1 night in Mar 2024
Response from Front desk supervisor on 26 Mar,2024
Dear Jenny, we can't thank you enough for your patronage and for sharing this great 5/5 review. Hosting you was our pleasure, and I am so glad to hear your stay was a great one. Please visit us again soon! Best,

2/10 Terrible

Noe

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This property sucked they're plumbing sucked !!!
Stayed 3 nights in Mar 2024
Response from Front desk supervisor on 11 Mar,2024
Dear Noe, Our team values the comfort of all our visitors, and we apologize for any inconvenience caused during your stay. We hope to improve our services and provide a better experience in the future if you decide to choose us again. Thank you for choosing to stay with us.

8/10 Good

Misha

Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really liked this hotel. It was clean and quiet. There was a nice pet area. The staff was friendly and helpful. The room was large and comfortable. The only issue I had was that they tried to charge me another $130 and then $30 without talking to me and I have no idea what it is for. I had already paid in full when I checked in so it seems like some shady, sneaky tactic to get more money out of me. Or possibly they thought I had another person staying with me but that is not the case. It just really bothers me that they didn't even talk to me about additional charges BEFORE trying to charge me.
Stayed 7 nights in Feb 2024
Response from Heather Madsen-Stewart- Front Desk Supervisor on 7 Mar,2024
Good morning, Misha, I first wanted to apologize for any confusions with the billing. I went ahead and looked into it for you and the 100 was the security deposit which gets released back to you from 3-7 business days from check out. The other 30 was for parking (5.00 per night), which is posted on the front desk at check in. But it shows the 30 never went through. If you have any other concerns, please reach out to us and we will be more than happy to assist you.

10/10 Excellent

Israel, Los Banos

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Great property perfect for a family
Stayed 3 nights in Feb 2024
Response from Heather Madsen-Stewart- Front Desk Supervisor on 2 Mar,2024
Dear Israel, we can't thank you enough for your patronage and for sharing this great 5/5 review. Hosting you was our pleasure, and I am so glad to hear your stay was a great one. Please visit us again soon! Best,

10/10 Excellent

Maria

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My suite was clean, it had everything I needed from utensils to dish washer necessities. It also had shampoo, deodorant and if you ask the office can give you toothbrush and such if you forget. Only thing is its still under construction so nothing fancy for the breakfast items. Onyl muffins, pancakes, yogurt, cereal.
Stayed 3 nights in Feb 2024
Response from Front desk supervisor on 19 Feb,2024
We appreciate your feedback and are glad you enjoyed your stay. We look forward to seeing you again soon.

10/10 Excellent

Axel

Liked: Cleanliness, amenities, property conditions & facilities
Nice room, really friendly people.
Stayed 2 nights in Feb 2024
Response from Front Desk Supervisor on 17 Feb,2024
We really appreciate you taking the time to leave us a 5 out of 5 review, Axel. These are the stories that keep us so motivated to continue doing what we’re doing, and we’re so happy to hear that you had a great experience. Let us know if we can do anything else for you

10/10 Excellent

Israel, Los Banos

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was very clean and quit,
Stayed 2 nights in Jan 2024
Response from Hotel Management on 12 Feb,2024
We really appreciate you taking the time to leave us a 5 out of 5 review, Israel. These are the stories that keep us so motivated to continue doing what we’re doing, and we’re so happy to hear that you had a great experience. Let us know if we can do anything else for you.

4/10 Poor

Anna

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Hotel Management on 6 Feb,2024
We appreciate your feedback. We apologize for not meeting your expectations during your stay. We do hope to see you again in the future.

10/10 Excellent

Cecilia, Fresno

Stayed 2 nights in Feb 2024
Response from Darin on 20 Mar,2024
We appreciate you taking time to give us your feedback. Thank you for the 5 out of 5 score. We look forward to seeing you again soon.

8/10 Good

Christopher

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Room was clean an comfortable. They have a free breakfast which was disappointing. It consisted of a yogurt cup, packaged muffins or pancakes from a pancake machine that have been sitting there several minutes.
Stayed 2 nights in Jan 2024
Response from Hotel Management on 30 Jan,2024
We do apologize for any inconvenience this may have caused, but this was an unexpected emergency construction so we are handling it the best we can. As far as the pancakes go, you make them yourselves by waving your hand in front. If there were pancakes left up there, then they were from a previous person who did not grab there's or threw it away when they were done. We do apologize for that.

10/10 Excellent

Sean

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from Hotel Management on 25 Jan,2024
We really appreciate you taking the time to leave us a 5 out of 5 review, Sean. These are the stories that keep us so motivated to continue doing what we’re doing, and we’re so happy to hear that you had a great experience. Let us know if we can do anything else for you.

10/10 Excellent

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Hotel Management on 25 Jan,2024
We really appreciate you taking the time to leave us a review. These are the stories that keep us so motivated to continue doing what we’re doing, and we’re so happy to hear that you had a great experience. Let us know if we can do anything else for you.

8/10 Good

Kristie

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Jan 2024
Response from Jennifer, GM on 19 Jan,2024
Thank you for the 8 out of 10 score! We will do our best to get that 'perfect 10' on your next visit!!

2/10 Terrible

Lindsay

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Horrific experience
This was one of the worst hotel stays I have ever had (topped only, I think, by a couple of international stays in what turned out to be bug infested rooms). We were staying one night before a flight out of Reno Airport. Check in says 4pm but we have a toddler so we called at 10am to ask if we can check in early so he can nap (nap time is usually 2pm). It's 6 hours warning, surely they can clean a room. We were told no - no apology, or "we will see" - just no. We still arrive early (at 2:30), hoping a different person who is more reasonable will be there and they will have seen that rooms are now clean. Obviously, rooms are cleaned in succession and SOME room will be clean. Still no. So we wait in the lobby, which is set to 62 on the thermostat and the person at the desk says they just took over the property and "can't find the key" to change the temperature. When we finally get in a room, it is filthy. There was actual shredded cheese on the bed (not just one piece), so I lifted the mattress to shake it off, and the picture is what was underneath. Plus "something" on the floor. The whole place was very dingy with disgusting carpets. And of course we only saw a handful of other guests, so the inability to clean a room early was ridiculous. And the "light breakfast" was a coffee machine and juice machine, no food at all. I wish we had eaten the cost of the room and stayed somewhere else. Thank goodness it was just one night.
Stayed 1 night in Jan 2024
Response from Hotel Management on 18 Jan,2024
We appreciate your feedback. We apologize for the issues you had during your stay and will forward them to the appropriate departments. We do hope you will come see us again.

10/10 Excellent

Dina

Liked: Cleanliness, staff & service
Stayed 3 nights in Dec 2023
Response from Hotel Management on 18 Jan,2024
We really appreciate you taking the time to leave us a review, Dina. These are the stories that keep us so motivated to continue doing what we’re doing, and we’re so happy to hear that you had a great experience. Let us know if we can do anything else for you.

10/10 Excellent

Krystal, oakdale

Travelled with family and small children
Liked: Cleanliness
They implement new policy since march 2023 need to pay parking 5 dollars a night
Stayed 4 nights in Dec 2023
Response from Hotel Management on 18 Jan,2024
We really appreciate you taking the time to leave us a review, Krystal. These are the stories that keep us so motivated to continue doing what we’re doing, and we’re so happy to hear that you had a great experience. Let us know if we can do anything else for you

2/10 Terrible

Va

Disliked: Cleanliness, staff & service, property conditions & facilities
They advertised breakfast but there was no breakfast available.
Stayed 4 nights in Dec 2023
Response from Hotel Management on 18 Jan,2024
We do apologize for any inconvenience this may have caused, but this was an unexpected emergency construction so we are handling it the best we can. In the mean time, this is why there were still items for breakfast, just nothing hot. Again, our apologies.

6/10 Okay

Laurie

Travelled with family, Travelled with partner
Liked: Cleanliness, property conditions & facilities
The space was nice and the rooms were large but we had the unfortunate experience of not receiving the breakfast as advertised. The breakfast area was under construction and the grab and go breakfast was unsatisfactory. The selection was limited and they always team out of food. L
Stayed 3 nights in Dec 2023
Response from Hotel Management on 27 Dec,2023
We do apologize for any inconvenience this may have caused, but this was an unexpected emergency construction so we are handling it the best we can. In the mean time, this is why there were still items for breakfast, just nothing hot. Again, our apologies.

8/10 Good

Danny

Travelled with partner
When we showed up there was a big wet spot on the carpet by the bathroom, one of the usb outlets didn’t have power to it, and the water pressure in the shower was like a light mist. Other than that, the room was big and nice and the bed was very comfortable. The staff was very friendly. I’d definitely stay again.
Stayed 1 night in Dec 2023
Response from Hotel Management on 27 Dec,2023
Thank you for letting us know so we can take care of those issues. Thanks for the high review. We really appreciate it.

4/10 Poor

SULTANALI

Travelled with family
Disliked: Staff & service, amenities, property conditions & facilities
Buffet breakfast was advertised, they serve muffins and coffee. It’s a joke in the name of free breakfast. Should not serve breakfast at all
Stayed 3 nights in Dec 2023
Response from Hotel Management on 27 Dec,2023
We do apologize that our restaurant is down for construction. We do have it posted at the front desk and all over the property.

6/10 Okay

Lynne, Middleton

Travelled with partner
Liked: Amenities
TV didn’t work so they sent a maintenance person to fix. They couldn’t so they put us in a different room. Nice certainly, but it was an inconvenience for something they should have known.
Stayed 1 night in Dec 2023
Response from Hotel Management on 27 Dec,2023
We do apologize for the inconvenience. We were not aware of the issue, which is why maintenance was sent to your room to check it out. We also upgraded your room for this inconvenience. Again, we do apologize.

10/10 Excellent

Joshua

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awesom experience
Breakfest great and room was wonderful definitely will stay there again
Stayed 6 nights in Nov 2023
Response from Hotel Management on 16 Dec,2023
We really appreciate you taking the time to leave us a review, Joshua. These are the stories that keep us so motivated to continue doing what we’re doing, and we’re so happy to hear that you had a great experience. Let us know if we can do anything else for you.

4/10 Poor

Lori

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Mediocre
Room had trash from whoever stayed in the room before us left on the side of the bed, there was dirt and debris behind the bedroom door, TV didn’t work the first night and the hide a bed in the couch was cheap and seriously uncomfortable. The breakfast was mediocre. The eggs were powdered eggs and the sausage was boiled or just not good. The pancake maker didn’t work most of the time. The first day we had breakfast, the milk was spoiled. Definitely not worth it in my opinion.
Stayed 2 nights in Dec 2023
Response from Hotel Management on 16 Dec,2023
Dear Lori, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we’ll do better in the future.Please feel free to reach out to us with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance.

4/10 Poor

Arthur

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
The sofa was very uncomfortable with sagging cushions from probably broken framing. It was pretty clean. The lighting in the unit was very dark, it needs better lights.
Stayed 6 nights in Nov 2023
Response from Hotel Management on 7 Dec,2023
Dear Arthur, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we’ll do better in the future.Please feel free to reach out to us with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance.

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities
Property was great. Beware however breakfast was limited between Thanksgiving and New Year's. Besides that no complaints.
Stayed 3 nights in Nov 2023
Response from Hotel Management on 7 Dec,2023
Hi John, Your kind words about our property are really appreciated. We do apologize for the limited breakfast, but with the slow season and all, we are limited on help. Hopefully you will give us a second chance in the future so we can make you smile again! Thanks for choosing us!

6/10 Okay

Verified traveller

Travelled with family
I can't open Sofa bed for sleeping. Restrooms wash basin water blocked I fixed it myself. They give me ground floor room but I prefer first floor room. No swiming pool or hot bath open. Less breakfast item. Overall stay ok.
Stayed 2 nights in Nov 2023
Response from Hotel Management on 7 Dec,2023
Dear anonymous, thank you for your review. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention. Ground floor rooms are considered first floor and as we have listed, pool and spa are seasonal, so they won't be back open until summer time. Sorry for any inconvenience this may have brought you.

2/10 Terrible

Michael

Room was a bad shape. Bathroom sink clogged, room curtain broken, carpet was wet, hair in shower and on bathroom floor. I’m
Stayed 2 nights in Nov 2023
Response from Darin on 29 Nov,2023
We appreciate your feedback. We apologize for the issues you had during your stay and will forward them to the appropriate departments. We do hope you will come see us again.

8/10 Good

Margaret

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a handicap suite and had problems with the toilet in the smaller bathroom. Checked in Wednesday night, toilet quit working Thursday morning, was fixed Friday morning ( no maintenance because of the holiday), worked again until Saturday morning before checking out
Stayed 3 nights in Nov 2023
Response from Darin on 29 Nov,2023
We appreciate your feedback. We apologize for the issues you had during your stay and will forward them to the appropriate departments. We do hope you will come see us again.

10/10 Excellent

Mandie

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Comfortable and Easy
Travelled for business and had exactly what I needed. A clean comfortable space to rest for the night.
Stayed 1 night in Nov 2023
Response from Hotel Management on 23 Nov,2023
We appreciate your feedback and are glad you enjoyed your stay. We look forward to seeing you again soon.

10/10 Excellent

Ian

Stayed 8 nights in Nov 2023
Response from Hotel Management on 8 Dec,2023
We really appreciate you taking the time to leave us a review, Ian. These are the stories that keep us so motivated to continue doing what we’re doing, and we’re so happy to hear that you had a great experience. Let us know if we can do anything else for you.

8/10 Good

MONCERAT

Liked: Cleanliness, staff & service, room comfort
always love this place. this last time though, hallways were a little dingy. as well as the elevator. the vibe felt a little different.
Stayed 1 night in Nov 2023
Response from Darin on 15 Nov,2023
We appreciate your feedback and we thank you for the 8 out of 10 score. We thank you for bringing these issues to our attention. We look forward to seeing you again soon.

10/10 Excellent

Florence

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really nice staff, and very clean. I like that there is breakfast included, and it’s a very good breakfast!
Stayed 2 nights in Nov 2023
Response from Hotel Management on 7 Nov,2023
We appreciate your feedback and are glad you enjoyed your stay. We look forward to seeing you again soon.

6/10 Okay

Keyla

Travelled with group
Disliked: Amenities
Convenient dining options around
Stayed 2 nights in Oct 2023
Response from Darin on 1 Nov,2023
We appreciate your feedback. We apologize for not meeting your expectations during your stay. We do hope to see you agaIn in the future.

2/10 Terrible

Patt

Stayed 1 night in Oct 2023
Response from Darin on 27 Oct,2023
We appreciate your feedback. We are very disappointed that you did not enjoy your stay. We strive to make every guest feel welcome and comfortable. We do hope to see you again in the future.

10/10 Excellent

george, sugar hill

Liked: Cleanliness, staff & service, property conditions & facilities
Very nice place… large rooms with kitchenette and living space. Excellent value. Close to everything.
Stayed 3 nights in Oct 2023
Response from Darin on 27 Oct,2023
We appreciate your feedback and are glad you enjoyed your stay. We look forward to seeing you again soon.

10/10 Excellent

Kusha

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Everyone was so accommodating. The hotel was nice and at a great location.
Stayed 2 nights in Oct 2023
Response from Darin on 27 Oct,2023
We appreciate your feedback and are glad you enjoyed your stay. We look forward to seeing you again soon.

2/10 Terrible

Diane

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
The shower was not working. The towels were thin and had to go to front desk to request more. The phone not working in room and when I fixed it no one would answer it.
Stayed 4 nights in Oct 2023
Response from Darin on 11 Oct,2023
We appreciate your feedback and apologize for the issues you had during your stay and thank you for bringing them to our attention. I will forward them to the appropriate departments.

10/10 Excellent

Janice

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great, clean hotel
Wow! What a nice room for that price. Big, comfortable king bed, large screen tv, kitchen and sitting area. And free breakfast to boot. Sorry I could only stay one night.
Stayed 1 night in Oct 2023
Response from Darin on 11 Oct,2023
We appreciate your feedback and the 10 out of 10 score. We look forward to see you again.

2/10 Terrible

Verified traveller

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Darin on 11 Oct,2023
We appreciate your feedback. We apologize for not meeting your expectations. We do hope you will visit us again.

8/10 Good

Caliphal

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities
Breakfast choices were pretty good and staff were quick to refill breakfast items. Our hotel room was clean but had a very musty odor that was very difficult to get use to. Also, Expedia’s website stated that check in time for the hotel was at 3pm but when we arrived, staff told us 4pm.
Stayed 2 nights in Oct 2023
Response from Darin on 11 Oct,2023
We appreciate your feedback. We apologize for the odor in your room I will inform housekeeping so they may investigate. Thank you for letting us know of this issue.

4/10 Poor

Hannah

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
We’ve stayed here twice but will definitely not be back. The woman at the front desk is very rude and has no customer service skills. We arrived a few minutes before 4pm check in but she told us the room wasn’t ready. I had to ask when it would be ready and she said probably an hour. The whole brief interaction she made it seem like I was bothering her. Then the last behind me in line checked in and her room was ready. When we pressed on why the room wouldn’t be ready until and hour after check in time and has the front desk lady get the manager they said check in wasn’t till 4pm and at that time it was already after 4pm. When we let them know this was upsetting they said a room would be ready in a few minutes. It was all so shady and weird. The morning of checked out we requested a late check out and of course they said no. I don’t think they want people staying at their hotel or to enjoy their stay. They need more and friendly customer service. I get why they would be unhappy working there but don’t make guests unhappy because you don’t like your job. Other than the horrible customer service the hotel is less than average and seems unsafe. Our room door would not lock unless we slammed it shut which was alarming. In the parking lot there was an entire shattered windshield in a parking spot and also weird people hanging around. Bed is uncomfortable and the air cannot be controlled so the room was so warm. Don’t stay here if you don’t have to.
Response from Front Desk Supervisor on 12 Oct,2023
We always aim to deliver a great experience, and we are gutted when we don’t meet expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesn’t happen again.

10/10 Excellent

sira

Stayed 3 nights in Sep 2023
Response from Darin on 2 Oct,2023
We appreciate your feedback. Thank you so much for the 10 out of 10 score. We look forward to seeing you again.

8/10 Good

Diane

Stayed 4 nights in Sep 2023
Response from Hotel Management on 17 Oct,2023
Thank you we appreciate your feedback and look forward to your next visit

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2023
Response from Darin on 2 Oct,2023
We appreciate your feedback and look forward to seeing you again.

10/10 Excellent

Karl

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2023
Response from Front Desk on 19 Sept,2023
Thank you we appreciate your feedback and look forward to your next visit

6/10 Okay

Kari

Stayed 1 night in Sep 2023
Response from Hotel Management on 22 Sept,2023
Thank you we appreciate your feedback and look forward to your next visit

8/10 Good

William and Margo

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoy that we can bring our dog
Stayed 3 nights in Sep 2023
Response from Front Desk on 19 Sept,2023
Thank you we appreciate your feedback and look forward to your next visit

6/10 Okay

DANILO

Stayed 1 night in Sep 2023
Response from Front Desk on 19 Sept,2023
Thank you we appreciate your feedback and look forward to your next visit