Sonesta Hotel Houston IAH Airport

Very nice atmosphere very clean...

Liked: The location was perfect for Chiropractor appointment with Dr.Johnson.It was easy enough to go get food and come back.Knowing there is a security guard at the entrance of the parking lot was a nice feeling knowing he is there.
Disliked: Our room was on the seventh floor, to get ice I had to stop at each floor going down to the third floor where I found an ice machine that actually worked

Bad

Liked: Absolutely nothing
Disliked: I made the biggest mistake of my life trying out staying at this hotel. The one group I had to visit is incredibly close and I wanted to try a new place.When I arrived to the room, it was not clean, there was trash on the floor, the carpet was humid, the A/C vent and ceiling were incredibly dirty, and there were two dark red spots on the carpet that looked like blood. I contacted the front desk and I was told to go back to the lobby to obtain a key to a different room. When I went to get the key I voiced my concerns and asked if they were sure the new room assigned was clean because it was late and I didn't want to have the same experience. My mother also voiced her disapproval and disappointment about the state of the property and as we were walking away the front desk rep rolled her eyes and laughed. My mom turned around and told her that was not appropriate and to not do that and loudly voiced that was disrespectful and not good customer service. Just as that was happening, another rep from the property came along and my mom asked if there was a manager in and from the get go, not knowing the situation the rep that had arrived had an attitude and was very defensive even though we had a valid reason to be upset. She was speaking to us with a rude tone and she said the manager wouldn't be in until the next day and offered to cancel our reservation. My mom said ok that would probably be best and I asked how long it would be for the money to be refunded to us. The rep said that they were only front desk and that they could only refund the deposit so that I would have to speak to the manager the following day about a refund. She NEVER explained I would not be refunded. To top that off because she said my mom was giving a rude attitude (when they both were and everything was caused by the rep and we had a valid reason to be upset) she said she didn't want us staying there on the property and called security.

Pleasant

New ownership, very disorganised and...

Disliked: The hotel has changed hands no longer the Hyatt. There was only one person working reception and it took 45 minutes to speak with them only to be told our reservation wasn't being honored and we had to find somewhere else to stay. There was no soap in the lobby bathroom and the hotel is actually pretty far away from the airport. Stayed at the Holiday Inn Express instead and it was lovely!

AWFUL

Liked: This is not a Hyatt Regency. We were unable to check in after waiting over an hour. We left and stayed at another hotel. It is now called SONESTA. IS NOT A HYATT REGENCY.
Disliked: I WAS EXPECTING A HYATT REGENCY IT HAS CHANGED AND IS NOW A SONESTA

Good

Good

Liked: After we were able to get a room, the room was big and had 2 queen beds. Beds were comfortable. Room was clean and no complaints about room.
Disliked: The fact that we had reserved at this hotel because of free airport shuttle and it didn't run during am hours that we needed so had to pay for an Uber for transportation to airport.

Great service

Liked: The early check-in service
Disliked: Check in time

Very good