Sonesta ES Suites San Antonio Northwest - Medical Center

We’ve been here nearly six months for my spouse’s work. At first everything was great, and the staff and our room are still great, which makes the rest all the more unfortunate. We’re across the street and chose this place so I could use the pool while he worked all day. We also like grilling dinner. But the pool was shut down for almost a month and a half, then after it reopened the propane grill broke and they stopped having one altogether. The washers and dryers have never been good. For the past month there’s been only one dryer, and you have to tape it shut and hope it stays that way. Even then, you’re lucky if your clothes dry. I’d suggest using a laundromat. It’s a hassle and inconvenience, especially when our rate included these features. They advertise them, and management should keep them working for current and future guests. I don’t understand why they can’t provide at least a working dryer and charcoal grill. You can find both on Facebook marketplace for free. We haven’t said anything because we shouldn’t have to. We travel often for my husband’s work and have never seen a hotel leave such important things unfixed.

The room felt outdated and a little grimy. I found two spiders on the couch, and the walls were dirty with visible cracks. The couches were stained and torn, and the door didn’t seem to lock properly, which made me uneasy. With updates and better maintenance, this could be a much better stay. The hotel was okay overall, and the staff were very friendly and welcoming. I really appreciated that.

The room was the main problem, especially for a family or a woman traveling alone. The door looked like it had been kicked in before, which made us question the hotel’s safety. The top lock didn’t work, but maintenance came quickly and fixed it. The carpet was sticky, and I wouldn’t let my family walk on it without shoes. There was dust around the room, especially near the vents. Furniture was torn and stained, the kitchen cabinets were broken, and both bathrooms still had complimentary lotion bottles used by previous guests. There were some good things: the outside was nice and clean, the front desk and maintenance staff were friendly, the beds were comfortable, and the two-bedroom rooms were why we chose this location. Breakfast was more than adequate, and the location was great. Still, I wouldn’t recommend staying here, especially with family or if traveling alone as a woman.

My vehicle was stolen from right beside the main entrance, in the most visible part of the property, sometime around 2-4 a.m. The parking lot is unsecured, and there appears to be no effective overnight oversight. I was told the camera covering the entrance wasn’t working. I was also told, without asking, that I wouldn’t be allowed to see footage even if it existed. The response afterward was the worst part. The front desk showed no urgency or concern, and the manager, an elderly white man whose name I think was Kurt, was cold and hostile. There was no accountability or empathy. I heard rumors that thefts from cars at this hotel are an inside job, and the manager’s reaction made that claim feel plausible to me, though I can’t confirm it. The complete lack of concern gave me the impression these incidents are expected or ignored. This property charges guests while failing to maintain surveillance at its main entrance. The medical center area is surrounded by section 8 housing, so this is a high risk area, yet guest safety seemed irrelevant here. If your vehicle matters to you, don’t stay at sonesta medical center. There are safer options in San Antonio. The brand has failed by continuing to employ this manager.