Sonesta Silicon Valley

Bad

A Nightmare Stay: Theft, Denial,...

Disliked: I am writing this review with profound disappointment, anger, and a deep sense of betrayal. Our recent stay at the Sonesta was a horrifying experience culminating in theft and a complete lack of accountability from the hotel management.Let me preface this by acknowledging our initial mistake: we utilized the in-room safe for our valuables and, upon checking out, left the items behind. We realized our mistake within 12 hours and immediately contacted the reception. They confirmed that the room was clean and vacant, with no notes about the safe. Upon their suggestion to check the safe in person, we arrived at midnight and found an open and empty safe.What followed was an absolute disgrace. Hotel management confirmed the next morning that the safe was indeed locked upon check out, and housekeeping/engineering was tasked with opening and retrieving the items. We were never notified about the locked safe, and neither was reception. After hours of anxious waiting, the hotel notified us that nothing was found in the locked safe.When we reported the theft to the staff, we were met with indifference and outright denial. Instead of empathy or a genuine attempt to investigate, we were subjected to dismissive remarks and a blatant refusal to take any responsibility.This isn't just about monetary loss; it's about the violation of trust and the appalling customer service. A police officer arrived at the hotel and took our case seriously, interviewing the 2 people who had access to the locked safe. The officer thought it was suspicious and will proceed with a felony investigation, yet the hotel still refuses to acknowledge the issue. Victoria, the Director of Rooms, was particularly dismissive and refused to meet us.This hotel is poorly managed and fosters an environment where guests' property is vulnerable and staff are unaccountable.

Exceptional

Exceptional

Good

Disliked: Parking fees

Will come back

Liked: I love this hotel, staff is welcoming and hotel is always clean.

Exceptional

Exceptional

Exceptional