Sonesta Select Boston Lowell Chelmsford

The hotel looked nice, was well decorated, and is conveniently located just off the highway. The suite felt fairly small for a suite, and the bathroom was nicely appointed but tiny, with no hooks. There were no sheets for the pull-out bed, and nobody answered the front desk phone when we called. Breakfast wasn’t available either. I’d stay again, but would keep those issues in mind.

What I liked was the location and that it cost a few dollars less than nearby hotels. The rooms have often lacked a microwave or even a mini fridge. On my last two stays they were dirty, with items left on the floor by the previous guest and, in the mini fridge I finally got, a half-melted popsicle in the freezer, among other problems. Service has gone downhill too. I had a family emergency and needed to check out early, but they wouldn’t help refund the unused day. It made an already stressful trip harder. They used to charge half as much and gave better service. I don’t know what changed, but I wish they’d offer clean rooms and more empathetic service.

The bed was comfortable, and the location wasn’t far from the airport. That was about it. The lobby smelled strongly of body odor, and the front desk staff were sitting in casual clothes with their shoes off. There were no paper cups for the in-room coffee maker, the smoke detector was hanging from the ceiling and probably wasn’t working, and cables dangled in the corridor. I saw another guest’s suitcase get caught in them while staff didn’t bother moving them out of the way. The front desk staff were very unhelpful. Honestly, it’s not worth the price. Avoid.

I’m a regular customer and have stayed at the Sonesta for over two years without a complaint, but I don’t feel I’m being treated with the respect I deserve anymore. Management changed, the rooms aren’t spotless, and the coffee that used to be provided in the rooms is gone. After a long, tiring drive from New York in snow last Sunday, I arrived a little early with my son. I told the kind young man at the desk I knew I was early, and he checked me in without a problem. Only later did I discover a $40 early arrival charge. I think they should have told me about it beforehand. When I called, all they said was that these are the new regulations. There was hair all over the bathroom, probably from the previous guest. One table had a broken leg, and I had to fix it when my son noticed it as he was about to eat pizza. The friendly, wonderful staff who used to work there are sadly gone. I hope they return my security deposit without any trouble. It’s sad because my son loves staying there, and this used to be a very family-friendly hotel. I hope things improve, but I’m very likely not coming back.