Sonesta ES Suites Malvern Valley Forge

I booked through my company's employee portal after researching the company and reading the policies online. No one made it clear that the front desk closed at 8 p.m. An email with check-in instructions arrived only an hour before closing, when that information should've come at least a day earlier. I reached the property with no internet signal and found myself locked out in the dark. Having to find somewhere else late at night in suburban Pennsylvania left me feeling unsafe as a woman traveling alone across the country. I know I share some blame for the oversight, but this was a shocking failure to communicate. Management then charged me a no-show fee of more than $400 for a hotel I never entered, refused to let me check in for the rest of my stay, and wouldn't refund the fee when I asked. Later, I called for a basic invoice and the front desk attendant left me on hold for an hour, then hung up. That felt unprofessional and lacking in basic decency. Avia Residences needs to communicate clearly and show more empathy. I understand they’re moving toward long-term residences, but the website doesn't explain the policies for their current hotel operations.

The noise was the hardest part of my stay. Other guests and the pickleball center across the street were loud, and it stayed open until around 10 or 11 p.m. I had to put on headphones to block it out. Breakfast wasn't great either, though I knew that ahead of time and mostly made my own in the room, so it wasn't a big deal. I came because my dog needed specialty veterinary care nearby. The staff were very friendly and helpful, and the room was clean and spacious. I chose this place for the kitchenette and was glad I did. Stores and restaurants were within walking distance. I'd recommend it for the large rooms, amenities nearby, and welcoming staff, and I'd stay again.

The contactless check-in is a big plus, and the rates were better than other places nearby. Wegmans is right across the street, too. The rooms are spacious, with full kitchens. I can put the kids in the other room at bedtime and still work or watch TV without waking them. I also love that the pool is just off the gym, so I can swim right after a workout.

We loved this hotel last year, so we booked again in October 2024 for Memorial Day weekend. Nine days before our vacation, an email arrived saying the reservation was cancelled because they were switching to long-term stays during construction. They must've known about the change well in advance. A month's notice could've given us time to adjust, but our trip was already booked and we were suddenly left without a place to stay. When I called, they apologized for the short notice, said they were moving forward with long-term stays, and told me there were no rooms for us. Their suggestion was that at least we had a week to find somewhere else. Now we're looking at last-minute places that cost nearly twice as much. This was completely mishandled and really upsetting.