"We booked the Royal Sonesta Downtown because it appeared to be one of the nicer and more convenient options in the area. At over $3,000 for three nights, we expected a much better experience. The room was decent, but several things felt outdated, and the bathtub handle was broken, so we couldn’t use it. Housekeeping, however, was excellent and one of the highlights of our stay.
Our biggest issue was the inconsistency of information from staff. Guest Services was often busy or went to voicemail, forcing us to visit the front desk, which always seemed overwhelmed. We requested early check-in and late checkout when booking. One employee told us to call a few hours before arrival to check availability, but when we did, another representative rudely said they wouldn’t know until we arrived. Fortunately, the front desk agent at check-in was friendly.
We also received conflicting answers about ice machines. One employee told us every even-numbered floor had one, only for us to later learn our floor specifically did not. Another employee said ice could be delivered, but when we called for it, they told us it could not and incorrectly claimed our freezer made ice in a super condescending manner.
We were told the night before departure that a decision couldn’t be made until the next morning because the house manager wasn’t there. The next day it was denied an hour before normal checkout. Overall, it’s a decent hotel, but not worth the price we paid."
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