Sonesta ES Suites San Jose Airport

Negatives: CONS: 1. No Elevators, so if you have a disability be sure to request a downstairs suite. We found out after the fact and they couldn’t accommodate us to a floor level suite. 2. We arrived Friday evening, as we were walking walk way which was still light out, my 73 year old mother tripped and fell on uneven walkway (tree roots uplifting cement) upon arriving to room I called front desk to let them know what had happened, they asked us to go to front desk to file a report. I feel the manager should have came to my mom's room to get report info, take pics and talk to her. I went to front filed report and had to ask for copy, they didn't ask for any pictures and asked us to show them where this happened. They then placed an orange cone by the uneven pathway. Sunday we went to check out and follow up with claim, as nobody bother to follow up with my mom the remainder of our stay. They advised it was in review. I then asked if they could accommodate my mom for a night and GM stated no. I feel this was not her fault and they should have at least followed up with her and comped her 1 night. We had rented 2 -2 bdrm suites for 2 nights. Very disappointed in the way my mother was treated. She did not break anything, thank god but both Palm of her hands to wrist were bruised and swollen. **UPDATE 9/27- 1 week later and nobody has still reached out to my mother to follow up with her!!**

Negatives: Homeless parked along front of facility. Also pavement was uneven, my 73 year old mother fell and landed on her hands. I called to let them know and they asked us to go to the office to file a report. Protocol is they should have came to our room, took pics and question her. I had to ask for copy of report and nobody followed up with her to give her status or check on her. General Manager was not there but refused to communicate with us or or even accommodate her. Advised then rooms were very nice but service/GM very disappointing. They refused to comp her for her stay. Her hands bruised up to her wrist and will be going to Urgent Care now that we are back home! After reporting issue they placed an orange cone by uneven area.

Negatives: The breakfast was whatever. My main complaint was the marijuana smoke smell in our room. When I advised the front desk all they provided was business cards to the manager. The room seemed like it had not been cleaned either. There was blood spots on my sheets. Weird stains in certain areas.

Negatives: They are up grading the property so there is construction around the property. We got blocked in to our room and we’re unable to get out until we call front desk breakfast could of been better if they had scrambled eggs like they said and tortillas

Negatives: The staff were not very accommodating. They also have completely different policies than what they have stated or posted.... I was told that I would not be charged for early checkin after 1pm yet they attempted to charge me when i hadn't checked in till after 2pm... I was very upset my entire stay due to the lack of communication and customer service skills.

Negatives: No help from the reception. Very dirty . Toilets cloaged