Sonesta Select Boca Raton Town Center

The location was convenient, near restaurants and the mall, and right off a major highway, though the road noise was loud. Inside, the room looked and felt old and tired. The sheets were poor quality, the AC was loud, the toilet wouldn’t flush, and the exercise room was tiny. Service wasn’t great either. One front desk employee was unfriendly and didn’t engage or even say hello. Amenities were okay, but there were no water bottles at check-in or in the room, and the desk told me they don’t offer complimentary water. That seems like such a small cost. Look elsewhere if you have options.

The ceiling panel outside my room started dripping. I reported it, and staff said they’d take care of it. Twenty minutes later, they’d put a bucket there, but the ceiling section had fallen into pieces by my door. I went back to the front desk, and their response was to put out a bigger bucket. The dripping echoed through the halls and was obnoxiously loud outside my room, keeping me up all night. In the morning, they put a huge, very loud fan by my door. I’d had no sleep, so I asked whether I could check out at 12 instead of 11. They said no. I could have asked to move rooms, for a refund, some accommodation, or a voucher, but I only asked for one extra hour of sleep. This was one of the most bewildering, unhinged experiences I’ve had. I included proof because I know it sounds exaggerated. I travel all over the US for work and have stayed in some of the worst motels around Stanford, but none compare with my stay at this Sonesta. I’ve never seen employees care so little while water was literally pouring from the ceiling. I’d give negative stars if I could.

I’d had a good stay here before, with staff who were friendly and even fun. This time, after a family emergency, I came to visit my parents and needed a room. They said they had none available, but suggested I check Expedia online, saying they might be able to release some and they could even be cheaper. That’s not something you’d normally tell a customer, and I believe they could have helped me directly but chose not to. Grieving, I sat in the lobby and found a much cheaper room at a better hotel on the water. When I got up to leave, they asked if I’d found one. I said yes, somewhere else and much better. Customer service is dead.

My reservation was confirmed, then cancelled without warning, disrupting my plans and causing a lot of inconvenience. I understand this may have been due to overbooking, but there was no advance notice. When I tried to reach customer service, I waited over an hour to speak to a representative. That’s unacceptable. This shows little organization or consideration for customers who rely on confirmed bookings and expect proper service. The cancellation and long support delay have left me frustrated and weakened my trust.