Sonesta Select Mahwah - Closed

Some friendly helpful staff while some are rude & liars. Cynthia general manager turns out to be a liar. In turn asks her staff to lie to guests. I'm an Ambassador Member which means nothing to this hotel. Not only did I not get the room we reserved or our free upgrade, we never got maintenance in the room to fix the AC unit. Room was warm with a muggy feel. 2nd floor hallway smelt like human urine as if someone drunk decided to urinate right there & then. Smelt like an urinal. Entire hotel has weired stench to it, elevator too. Like a very strong Indian food smell..Not pleasant. We were supposed to get courtyard view but instead we got view of back parking lot & woods. They allow smoking on the premises. Our room is above a smoker who stands outside his porch door, the smoke travels up to our room. I believe this to be a transit hotel which is fine if that's your cup of tea. Hotel is definitely a step down from Marriott's standard hotels. Long time ago this was a nice hotel but it's gone downhill. Outdated too. Marriott needs to see what's happening with their brand even when independently owned. Didn't use the pool because it looked dirty. Back to Cynthia GM who lies then instructs her staff to lie. Let me preference by saying, I don't care who answers this if they even do but Instead of taking issue with every person who left a negative review, maybe the owner & Marriott should take a closer look & start cleaning house, starting their Manager Cynthia. I complained to Marriott Bonvoy about my room, broken things, stench, not the room promised to us etc which they sent to the hotel. Prior to that, I get a room call from a rude staff employee around 12ish or right before 12 on Easter Sunday demanding are we staying or checking out.. Mind you our reservation clearly has us checked in through Monday! Explained I'm sick with flu & now covid. I said check the computer, it's Monday..I said you'll be the first to know when we check out. Explained I had covid & wanted to go back to bed. She hung up on me when I said Happy Easter. Her name was Carolyn (sp). Meanwhile my checkout is automatically 4pm because of my member status. (also can pick my own 24 hours). I eventually logged my complaints with Bonwoy. 3:40pm I spoke to Rosanna staff member on my cell phone, she tells me we have to check out that the hotel is sold out for tonight & they have no more rooms left. lolol totally bogus & not true. She said, Cynthia said we have to leave, she's sorry but there are no more rooms left. Besides the parking lot being empty, I called Bonvoy whom found "many" rooms left! Kings, double queens, 2 doubles beds, King courtyard view.. even King with a ny view (which isn't worth it) plus other rooms! She actually called the front desk.. poor Rosana stumbled. Rosanna apologized to me with an explanation.. She said she was just doing what Cynthia asked her to do. She put me on hold came back & said Cynthia wasn't asking us to leave because of our complaint. Yea right lol. They also tried to discriminate against me & my service animal. Service Animals are not pet's, they are a working animal. How dare them say something because my dog alerted! After that conversation, I get more lies about tomorrow being booked & sold out lolol more lies. I checked.. there are still as I type this at 9:40 pm Easter Sunday hours after our 3pm phone call there are still plenty of rooms. If anyone reads this tonight call reservations and find out for yourselves there are still plenty of rooms for tomorrow. Not only that, I told Rosanna they can't rent out this room for atleast 2 days since I just tested positive for COVID today with fever that I am very contagious. I know there are a few agencies that would love to know their practices around here. It's not fair to Housekeeping or unsuspecting guests to come into my room when I do check out.. Plus they cannot do it, they have to have the room out of commission for 2 days. Plus way overpriced for this hotel, you can stay at nicer hotels in the area without the overrated price, smells or attitudes.
Mar 30th, 2024

It is a real pleasure staying here. The staff is very friendly and accommodating. Jennifer went out of her way to make sure that we were comfortable and had what we needed. I look forward to staying here again!
Mar 29th, 2024

Rooms: Quite impressed with the rooms & amenities.
Feb 6th, 2024

Feb 3rd, 2024

Feb 2nd, 2024