Sonesta ES Suites Colorado Springs, Colorado Springs

New management needs to get...

Liked: I enjoy using the kitchen amenities. Staff is nice.
Disliked: I was first given a dirty room before being moved to à clean one, and there is a surprise $500 incidental at the front desk now.

A perfect place for our...

Liked: Good breakfast options during the week, even on a holiday. Not as many options on the weekend although the clerk helped to accommodate us
Disliked: The couch and sitting chair were uncomfortable, cold upholstery.

The worst experience I have...

Liked: The room was nice and beds were comfortable.
Disliked: The hotel advertisement on line was for a two bedroom king loft, with a pull out bed, and free breakfast. I prepaid for a two bedroom king loft for 4 adults and 1 child with free breakfast, but was given a king studio and informed that they no longer have breakfast. When I notified the front desk to inform him that the room was not what I reserved, he was not helpful at all. Because we went through a 3rd party, Booking.com, we were informed that there was nothing that the hotel staff could do, and that we would need to contact the 3rd party. We traveled 5 hours to the hotel, did not arrive until after midnight, did not get the situation worked out until after 2:00am. The morning staff at the hotel was helpful and accommodating with getting the correct room that we had reserved for 4 adults and 1 child. We informed them that we would be in later that night to get the keys for the new room. The hotel lobby switched to business on Friday and no one informed us that the lobby would close @ 10:00pm. We picked up the keys to the new room but they did not work. I went back to the lobby and it was closed with a note stating to call and after hours emergency number. The after hours staff was "on call" and not at the facility. We were informed that they had 20 minutes to get to the facility, it took them over 40 minutes. Once they On Call staff arrived they gave us new room keys and they did not work. The staff was very polite and as helpful as she could be, but we had to wait out in the cold for her to try and get us into a room for the night for almost an hour with my 10 year old daughter and elderly parents.

Disappointed and mislead

Liked: The suites were big and had most of what we needed, including privacy.
Disliked: Unfortunately, much of the advertising of this property was false. On the website, deposit was $250, but when we got to the property it became $500. Also, on the website was that there was a “reimagined breakfast,” but the person checking us (who seemed very inconvenienced and like they just woke up) told us they had stopped breakfast service the day before we came, because the property was being turned into apartments. So, no breakfast was provided at all. Coffee machine needed to be updated and staff were unprofessional. Otherwise the suite itself was nice.

Very good value for the...

Liked: The room was spacious. neatly organized and arranged. and the large bathroom. There was enough lighting and lamps. and I liked that there was an extra bed setting for the couch bed.
Disliked: The bed was rather Firm. And only two pillows. that could have been enough dishes for four people instead of two. The faucet in the sink appeared to leak around the knobs. but otherwise worked well.