Sonesta Simply Suites Cleveland Airport - Middleburg Heights, Ohio

K R.

Update: I spoke directly with Christine Fernandez the GM myself the next morning after review and contacting the company I booked through. She stated she would be refunding me after check out and gave me her e-mail contact. It is now 36 hours after checking out and I have yet to receive a receipt of refund.

RUN, don’t stay here. The staff needs to be replaced. We booked a king suite and were put into a double. Not only did we not receive our booked accommodation we were put into a room with holes in the wall it was dirty the sheets are dirty there are mystery stains on tall the furniture. We’re supposed to be placed into a king suite the next day per Christine but we’re not and when we were finally given a room key to a king suite the door would not lock so they were suppose to fix the door and call us when we could get settled into it. We arrived back after our day after no phone call only to find the night agent was useless and assigned our room that was being held to another guest and tried placing us in another double bed room. This is beyond ridiculous and has wasted a ton of my vacation time and caused emotional distress At this point I want my money refunded as this is not accommodation that we book. The tub doesn’t drain your shower is a bath at your feet. the toilet runs non stop I am beyond angry with zero resolution provided. Please believe all the other reviews when they say this is might as well be a roach motel and their reply’s to earn business back are to little to late when you don’t address the needs on site. Not only that there was supposed to be notes on my account from Christine and the night agent told their GM there was nothing. Which by the way I understand Spanish speaking it with your boss to try and keep me out of the conversation was a poor assumption to make that I would not understand which angered me more. Photos added for proof and room conditions.

M T.

This place was great 5 years ago. I used to come in town for work, but the last time I stayed here was for over 90 days. They never once cleaned my room, because I was upstairs. When I asked for a cleaning the most they did was put new sheets and sometimes towels on the counter in my room. Then when I tried to check out in the middle of the week they wanted to raise the price of each night because I wasn't staying the whole week as if I hadn't been there for over 3 months. To top it all off the staff was rude and incredibly lazy.

Stephanie L.

I booked this hotel for a staycation for one night and was not expecting the rooms quality to be so poor. Upon checking in the lobby was not up to par on cleanliness which was a red flag. The 1st room had a bad stale smell, kitchen drawers had some brown liquid dried on them, the chairs in the kitchen should be thrown away. They look like they have been used by people with motor oil on their hands, the carpet was extremely stained and had what looked like cigarette burn marks, the bedskirts should be tossed out they were so stained and dirty, the curtain was hanging down, dust on top of the headboard, the closet doors looked to not actually belong and the fireplacedid not work. The 2nd room "appeared" to be better however, again a stale smell, inside the oven was dirty, a dirty wet washcloth was left on top of the shower, the wall in the bathroom has very bad water damage, the mount in the shower for shampoo, conditioner and body wash was empty, the ironing board cover was filthy and should be thrown away, carpet badly stained, this room didn't have closet doors and only 1 hanger, the ceiling in the closet is peeling, there was some substance on the side of the lounge chair, I didn't have the energy to check the sofa bed, the kicker in this room was hair on one of the beds 😳. For an extended stay hotel breakfast is not offered, no dishes or utensils in the rooms. On a positive note the beds were made correctly with properly tucked corners.

Jennifer C.

Let's start with the positive: convenient location, friendly staff

Negatives: pretty much everything else. We stayed in a loft suite, which had a cool layout. Unfortunately, it smells like it's been inhabited by chainsmokers for the past decade or two. I couldn't even shift the curtains without it blasting me in the face with that smell. Everything above head level has a greasy, tarry layer of dust (you know the kind 🤮). Carpets are stained and smelly.

I can't really comment on much else because we ditched this place first thing in the morning. I'm not sure how people can stay in this place for extended periods of time. I barely made it through one night 😢.

Michelle H.

Be aware that there is NO AIRPORT SHUTTLE. I specifically booked this hotel because I needed to go back and forth from the airport 4x during my stay. I had seen on multiple websites and on apple maps that there was an airport shuttle here, and when I called before my flight to ask if someone could pick me up, I was informed there was no shuttle at all. This was extremely disappointing and has resulted in about $100 extra in travel fees. The front desk told me that they used to have a shuttle pre-covid, but have not been able to remove it from their websites since despite that being FIVE years ago. I also had broken outlets, lights that didn't work, mysterious stains on my carpet (it looked like blood, but I was told it was not. Regardless, it appears unsettling and should be replaced), and just generally felt a little unsafe in the area as a woman traveling alone. There is potential for this hotel to be great, the rooms were huge and spacious and it was walkable to alot of food options, however some things need to be cleaned and redone. And most importantly, the airport shuttle information has to be updated!!

Dominique H.

Only giving 1 star because Christina was a gem. But I’ve stayed here several times, this location has went DOWNhill severely. Used to be clean, dishes available, and breakfast. I can get over not serving IF they had cooking utensils available. I asked and was told no. I requested a room change SEVERAL times and was given an excuse each time. I would’ve gotten better service for the price at the local motel 6. Not to mention our key cards barely worked, had to put a chair by the door because it wouldn’t automatically lock. It was dingy. And not to mention the cleaning was okay but not at the level of which I was use to. I was offered an additional day, only stayed because I needed to drive back 10+ hrs home and needed rest, but came back to the cleaning lady in my room throwing stuff away. She was a sweetheart about it and apologized several times, but admitted that they (the office) don’t communicate with them. Also the overnight girl was rude asf. I paid in advance and was told I couldn’t check in. Never will I ever stay here again or recommend to my worst enemy. Use to be a great place, not sure what happened.

Theresa C.

The room was horrible! Dirty, only scalding hot water even first thing in the morning. Missing TV, garbage can, light bulbs, TV remote, and fire place screen. I covered to couch with a sheet just so I wouldn’t accidentally bump into it because it was so filthy. The lobby is nice.

Marvin B.

All though the water was turned off most of my stay, the staff was very accommodating. Shadonna and Christina especially. Very nice staff and the General Manager was awesome! They were very helpful and super kind. Thank you to the Sonesta staff during this water trouble.