Sonesta ES Suites Baltimore BWI Airport

I paid $708 to stay at Sonesta ES Suites Baltimore BWI Airport from February 11-15, and it was completely unacceptable. No managers were available on site, and I was told they weren’t there on weekends. None ever contacted me directly. I was also told a refund or partial refund wasn’t possible because I booked through Hotels.com, despite the condition of the rooms and missing basics. I had to change rooms several times. The first two had roaches. In the next one, the oven was grimy, there was no shower curtain, washcloths, or TV remote, and the TVs didn’t work properly. After I reported it and stepped out, I returned to find one TV only partly working; another still had a network error, and a separate cable box didn’t work at all. The stay was stressful and inconvenient, especially for that price. I’d advise people to choose another BWI-area hotel.

We showed up just before 2 a.m. on a Sunday after seven rejections, and Steve was still happy to help us. He was so sweet to talk to at that hour, and they’re pet friendly too. The room was clean and the staff were great. I’d recommend staying here.

I checked out on 9/28/25 and am writing this on 10/19/25, with no refund or explanation for the extra $45 they took. I left the room clean. Housekeeping only needed to collect some trash bags, and I’d stripped the bed for them. The charge was no longer pending by the Monday after my stay. The hotel told me to wait 7-10 days, then I waited 14 with no return. Corporate told me to call my bank, even though I was asking when the hotel would give my money back. When I called the hotel again and pressed 3 for the front desk, the second person told me to call the front desk or come back. I’d already called twice. The room situation was bad too. I’d requested an accessible room, but got carpet that was hard to push a wheelchair across, and my disabled guest couldn’t get his chair into the bathroom. In the first room the HVAC was broken. It was August and the heat was on; after switching to AC and leaving for dinner, we came back to an even hotter room. The second room had noisy neighbors across the hall and above us. The people upstairs jumped and stomped from 7 a.m. until 11 p.m. Then a fire alarm two floors up kept going for two hours. I went to tell the desk, and the alarm panel showed them the room. I was told they knew, but it took another hour to turn it off. Breakfast was bland, and the second room’s tub had a black ring around it, so I wouldn’t use it.

The rooms are really spacious, and Nick at the front desk went out of his way to meet my needs. His help is why I picked this hotel over other options about 20 miles closer to where I wanted to be. Sonesta feels like a home away from home, and I can count on a quality stay each time.