Passable

Liked: The location was convenient to where we needed to be.
Disliked: Disappointed with the service and the quality of the facility. The hallways didn't look like they had been cleaned in a while and the room itself had ants in the bathtub. We did arrive earlier then check and was told that when the room became available, they would call but I did not receive a call. Instead, I went back to verify if the room was available.

The need new staff

Liked: Location
Disliked: Poor customer service, the staff was lacking, the food was just okay.

Poor

Liked: Booked on Booking.com as it was a much better rate. Since we are frequent visitors to this chain, and this was a same day reservation made at the last minute, we figured the hotel would allow offer us two beds in one room instead of he King Bed reservation we made (that was all that was available when booking),. Upon arrival, found out that 2 bed rooms were available. Paid an additional $75 for our dog, all for a 12 hour stay, and they REFUSED to offer us a complimentary upgrade to 2 beds on a room for us and our 2 children, even though we paid an additional $75 for the dog. Our total ended up being well over $300 for a 12 hour stay, this is a gross amount of money for this hotel. The right thing to do in business and to get the client to return, would have been to give us two queen beds instead of one king since we paid full price and then paid $75 for our dog on top of it. this hotel was in subpar condition and I did not appreciate the door frames and the dirty shampoo splashes on the wall in the bathroom that weren't even cleaned up from the guest prior. All around disappointment for being charged well over $300.

Exceptional

Reasonable room at a good...

Liked: I have too many allergies, so breakfast other than tea was not for me.

Staff made this stay the...

Liked: Location
Disliked: Staff provided the worst customer service

Good location and comfy room,...

Liked: Location. Comfortable room.
Disliked: Room had ants crawling along the walls in the kitchen, and even on the bed

Most everything was good….except…..

Liked: Mark and Angel were excellent front desk workers and accommodated me and my family as best they could! They were friendly and kind and apologetic if something wasn’t right. They made us feel really welcome! Also the Phillipeno woman that did breakfast on Saturday morning did an outstanding job! Nothing was ever over cooked and she made sure everything in the buffet ran smoothly!
Disliked: Amanda at the front desk acted out inappropriately during my stay on multiple occasions throughout the week . She called my room on the second day of our stay to complain about another guests child that was running through the hall. She used a condescending tone when speaking to me on the phone that I didn’t appreciate . On another occasion I was leaving to go out for the day and she said, “oh are you checking out…” “nope just going to the beach” “oh, well make sure you don’t bring back any sand.”It wasn’t the comment, it was her condescending tone. She also was super disorganized when she was incharge of the breakfast buffet and could not keep up with the food demand and when she finally got enough food out, she shut it down early! Then on Saturday morning the last day, I brought my children into the workout/laundry area and she came in the room and started yelling at my children while I was in the room. It was totally inappropriate! I was in control of my children, and they were not doing anything wrong, I did not need her help to parent them. Then my husband had talked to the other front office gentleman Mark (who was wonderful) about a late checkout on Friday night, so we had the expectation that we were going to have a late checkout at 2pm on Saturday and she called my room 3 times starting at 9am that morning to find out when I was going to get out. It felt like I was being harassed! I left at 12:30. Amanda made me feel anxiety the whole time I was staying at the Sonesta, I tried to avoid any interaction with her, for fear of being belittled or verbally assaulted. She was not kind to me. My husband does business in San Diego and this is our second time staying at the Sonesta on Industry Rd., and im sad to say i think it will be our last time. I never want to stay at that Sonesta again and feel so anxious and belittled.

Exceptional