Sonesta ES Suites San Francisco Airport Oyster Point Waterfront

Wouldn’t recommend, me and my coworkers had to change rooms twice and still was running into to crazy problems room smelled like urine, roaches, blood on pillows, and mysterious things under the mattress. Young guy at front desk was trying all he could to help us but the hotel just not clean at all we had to check out.

My stay could have been pleasant, but the person in the room next to me had three large Rottweilers that barked all night, preventing me from getting any sleep. Despite complaining to the front desk, nothing was done. Upon arrival, I had to sign a contract outlining the noise rules, which were clearly not enforced. They promised me a full refund and 10,000 Sonesta points, but neither was provided. Multiple follow-up calls to Sonesta customer service resulted in my tickets being closed without resolution. They claimed to have awarded me 10,000 points, which I never agreed to and never received. I initially wanted a full refund and regret not moving to another hotel, as I would have been charged a late cancellation fee. I strongly advise against staying at Sonesta due to their poor customer support. To make matters worse, almost four weeks after the incident, I spoke with the manager, Julio, who was very rude and tried to make me feel bad for complaining. Despite filing three reports with corporate and making multiple complaints to the front desk during my stay, he claimed to have no knowledge of the incident. This level of disregard and incompetence is unacceptable. Adding to the frustration, I received a response stating that I was refunded for one night, given a $50 discount, and allegedly offered a new room. This is untrue—Julio is lying about offering me a new room. I was never moved to a different room, and the partial compensation does not address the significant inconvenience I faced. The lack of a full refund and the dismissive attitude from both the hotel and corporate customer service have left me deeply dissatisfied. Avoid Sonesta if you value effective customer support and a peaceful stay.

This hotel has the worst customer service that I have ever gotten. Upon arriving to the hotel, I was told that my room is ready but I have to wait for an additional 2 hours until 4pm to be able to check in, unless I was willing to pay an extra 75$ for "early" check in. The hotel was not busy at all and they literally made me wait 2 hours even though my room was ready. The staffs here are not nice at all. One person in particular, his name is Julio. He literally won't try to help me with anything that I had requested. Also gave me the worst room and they even told me that because I only stayed for 4 nights, that I cannot get housekeeping since housekeeping is only for guests that stay at least 1 week. I do not recommend this hotel at all, and I won't be returning back to this hotel again. With the price that they are charging, there are way better hotels in the area with much nicer and more respectful staffs.

When we checked in it was 10:00 at night, the kid behind the desk looked half dead. We'd reserved a one-bedroom suite and when we went up to the room that he gave us it was not a one-bedroom suite so we had to haul all of our stuff back down and try again the second room was in fact a sweet and while the bed was made and the towels seemed fresh The kitchen area was a mess there was stuff splattered in the fridge and on the fridge all over the stove and in the microwave, not to mention all over the backsplash and the cutting board hadn't even been washed just flipped upside down so the dirty side was down. It didn't take long to clean the kitchen area, but it shouldn't have had to be done, I get that there are a lot of rooms but if food and unknown substances are splattered all over, there should be a good clean done, and flipping dirty things over so it looks like they are clean is just gross! I thought maybe it was just stained at first so I didn't think too much of it, but I went ahead and ran everything through the dishwasher and it came clean so that tells me it was just left over grossness. Not everyone cleans all the dishes and stuff before they leave a hotel room and unfortunately that does fall to the housekeeping staff. At that point we were just tired and wanted to go to sleep because it had taken us almost 10 hours to drive here. We asked what time breakfast was he told us 7 to 10 on the weekends and 6 to 9 on the weekdays. Not that there seems to be much of a selection they have three kinds of cereal, what looks like reconstituted eggs, a meat option which is usually insanely spicy, a bread selection for toast except they only have grape jelly, and a pancake maker. It's good enough but the time is what gets me, in a week I've only been able to catch breakfast once because every time we would go down about 8:30 with the kid, they're already packing everything away. So I was finally able to talk to the person today and I'm like we were told breakfast is till 9:00 and she says no it's 6:00 to 8:00 on the weekdays, it's 7:00 to 9 on the weekends. So there's that and she literally took pancakes that someone had made that were extra and dumped them in the trash in front of me instead of even offering them to me like hey do you want these since they're already made and instead of throwing them in the trash, but no. I've been here a week and yesterday was the first time we were able to find a staff member to get towels swapped out because our 4-year-old tried to flood the bathroom would he took a bath and all the towels were so wet that they just would not dry out. I am 5'1 and my husband is 6 ft tall, the bed is so tall that it's hard for me to get in and out of because the top of it is at my waist, ends it's basically right at the bottom of my husband's butt. I understand that tall people don't want to have short beds but not everyone is 6 ft tall and it's a little on the tall side even for him. So I'm having to jump in to bed and slide

The hotel was clean, the accommodations fine. They had jackhammering right outside my window tearing up the side walk for all the days of my stay and it started at 7:30am! The kicker is management doesn’t show up till 9am. Really outrageous. Never staying here again.

Do NOT waste your time. Property is not secure, my ground floor windows were cracked open and I did not notice until the morning after I checked in. After now reading even more reviews about the crime activity people have reported, I am really glad nothing bad happened to me during my stay. Signs everywhere saying "security cameras are not 24/7. Obvious they have issues with crime and undesired guest activity. "The pool was "closed for maintenance", no gas fireplace in the 2 bedroom suite (although it is featured when booking the room). The area is very noisy, next to the freeway. The beds were comfy and is pet friendly hotel, but there are way better options nearby!

Excruciatingly slow checkin experience. 10 minutes per customer. We were on a cancelled flight so had a queue out the door of tired travelers and there was just one staff member leaving how to use a computer. Really not what anyone needed.rest of the stay was uneventful.