Sonesta Hotel Houston IAH Airport

Update: I had to come back to this place again to get my tablet that my husband had saved up to buy me for Christmas. While I'm thankful to the hotel for keeping it for me for 2 weeks, I was treated worse than before. I CALLED before going to let them know I would be there at 3am. I also told them I had to drive 3 hours to get there WITH my kids and asked if they would have rooms available just in case I could book a room if I was too tired when I arrived. After driving by myself, with my kids, for 3 hours to get to this place, I arrived at 3am. The person sitting at the front desk (still wearing a mask, by the way, lol) didn't know who I was and tried to tell me that maybe my tablet was at a different location. After I described the exact tablet by name and color, she finally went to the back to check and what do you know, found my tablet sitting on a desk waiting for me! She had me sign a random paper where she drew an x and a line for printing and signing my name, along with my phone number, saying I picked up my tablet. I suggested to her that I add my husband's name too since he was the one who checked out the room. She really seemed skiddish like she didn't trust me. It's NOT my fault her co-workers didn't pass the message on and tell her I would be coming. I then asked her if my 3 kids (ages 11, 2, and 1) and I could use the restroom before driving back another 3 hours. She permitted us to come in and use the facilities. When we were almost done, a security guard knocked on the door to "check on us". I don't know if we were taking too long or what. I had to change 2 diapers- my baby had a blowout so he was sitting there with just a diaper on and my 2 year old is being potty trained so I had to help her go to the bathroom. At the same time, I knew she was going to call security from the get-go. Like I said, she seemed like she didn't trust me from the beginning. I am a black woman, and as a military spouse who stayed here initially after dropping my husband off for a 1 year deployment, I wouldn't recommend this hotel. I've never been to a Hyatt Regency before our stay a week prior. I can't help but wonder why she called security on us. While walking out, she was taking a cigarette break hiding behind a wall, then poked her head around and asked if everything was okay and said she had called security to make sure we were okay. I think she heard me asking security if she had called him. If she truly wanted to make sure we were okay, she could have checked herself and asked if my kids needed some water or a snack since we just drove 3 hours, and it was 3am. I would have told her I wanted to book a room because I was really tired. Security literally waited at the door until we walked out. Then, he got in his car and waited at the entrance to the hotel. So yes, we were escorted out. I heard her say, "thank you" to him as he walked us out. Instead of getting a room, I decided I'd rather say a prayer and drive back home than stay at this annoying place that potentially either hates kids, is biased towards certain groups of people, or is just incompetent. Rayven is the front desk associate. I wish I knew the name of the young man I spoke to over the phone because he really should have told Rayven that I was coming. Go elsewhere. Original Review: $21 per plate for adults and $11 for each kid for breakfast!!! That's a lot of money. Just go to Best Western where breakfast is free because everything here was average anyway. Especially if you have kids. I got the feeling that they didn't want me and my 3 kids (2 toddlers and an 11 year old) eating there anyway.

My recent stay at this hotel was marred by a terribly unprofessional and unfriendly check-in experience. The staff exhibited a lack of politeness and professionalism, treating us in a manner that made the entire process uncomfortable. It felt as though we were being treated as though we were children rather than valued guests. Such behavior is unacceptable, and I hope the management takes immediate steps to address and rectify these issues. A disappointing start to what could have been a pleasant stay. Your response to my review seems like a generic template rather than a genuine effort to improve your services. It's concerning to see similar feedback from others, yet no apparent changes in your services.