Complaints

This profile includes complaints for Sonesta International Hotels Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sonesta International Hotels Corporation

  400 Centre St Newton, MA 02458-2094

• 

  Sonesta Select Boston Foxborough Mansfield

  35 Foxboro Blvd Foxboro, MA 02035-2881

• 

  Sonesta ES Suites San Francisco Airport Waterfront

  1350 Veterans Blvd South San Francisco, CA 94080-1954

• 

  Sonesta Simply Suites Chicago Naperville

  27 W. 300 Warrenville Rd Warrenville, IL 60555

• 

  Sonesta Select Indianapolis Carmel

  37 W 103rd St Carmel, IN 46290

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding the unprofessional, discriminatory, and potentially unlawful treatment I have experienced as a guest at your Sonesta ES Suites Magnificent Mile property in Chicago, ********. I am currently staying at this location as a healthcare professional on assignment through **************, along with at least two other travel nurses housed at this same location.Since arrival, the front desk staff has demonstrated a pattern of hostile, accusatory, and discriminatory conduct toward myself and the other long-term guests affiliated with ************************** Black women. This behavior has caused significant emotional distress and raises concerns of both racial bias and violations of *** regulations concerning service animals.Earlier today, I was approached by the housekeeping supervisor regarding minor soiling on linens by my service dog, which I acknowledged had occurred twice due to brief accidents. I agreed to pay cleaning charges if it occurred again and explained that I had since resolved the issue by no longer placing linens inside my dogs crate.The housekeeping supervisor and her witness accepted my assurance, and the situation was considered resolved.However, later that evening, I was called to the front desk and confronted by another staff member who accused me of my dog barking (which is untrue, as we were away most of the day). When I suggested reviewing the cameras to confirm our absence, the staff shifted focus back to the linen issueand told me that I was being evicted from the hotel, despite the matter having already been handled appropriately earlier in the day.This contradicts all prior communication, violates the **** and appears retaliatory or discriminatory. Minor accidents do not justify eviction, and the animal must be out of control or not housebroken to be excludedneither of which applies to my situation.

  Business Response

  Date: 06/13/2025

  Good Afternoon,

  It will be handled in accordance with our ordinary process, the guest has multiple cases open at this time which are being handled by corporate.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reached out several times without a response. Therefore I was unaware that my complaints were received. I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #********. I would like to keep the case opened until this matter is resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was wrongfully charged $2100 for a 30 day stay on May 19 after I had already checked out of the hotel 10 days prior. The manager at first refused to issue a full refund and only agreed to refund $1300 despite me having proof of checking out and two videos showing that the room was clean. After a lengthy conversation the full amount was finally agreed upon. He then refunded my account with three separate transactions and still did not refund all of it. He withheld $90 still and also owes me for one night since I checked out early and had prepaid for my stay. When I called him, he claimed all was funded but he would check and get back to me in a day or two. This is not the way to run a business and I should have never been charged anything after checking out with the front desk girl.

  Business Response

  Date: 05/26/2025

  Good Afternoon,

  Thank you for reaching out regarding your refund.  In order to complete our investigation we do require a few items.  

  Name on the Reservation:

  Full Hotel Name:

  Reservation Number.

  Once we have these details we will continue our investigation.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is what I sent Sonesta Corporate - has all the details I am writing to file a formal complaint about the dangerous, unprofessional, and frankly unacceptable behavior of your staffspecifically Assistant General Manager ***** Smithat Sonesta Select ************ during our stay for the Defender Spring Thaw youth hockey tournament on May 1618.After a 5-hour drive and hockey game, our group checked in and walked across the street to dinner. My 13-year-old son showered alone in our room and was screamed at by ***** ***** while wearing only a towel, falsely accused of thousands of dollars in damage. ***** threatened to call the police and evict him. Other children were locked out of rooms after staff deactivated keycards for all minors who had already checked in.The front desk later admitted the damage was caused by a much younger groupbut rather than investigate, your manager chose to punish an entire floor of families, terrorize children, and leave an unhinged letter under our doors (which Ive attached to my ****** review). ***** then fled the property, leaving staff to deal with the fallout.This was the most irresponsible handling of a youth group Ive ever seen. We demand:A full investigation into this incident Access to surveillance footage of the hallway, parking lot, and front desk Direct contact with a regional manager A full refund and written apology Your manager endangered minors. Your hotel is liable. I will continue escalating this across platforms, and I will not pay for a stay that resulted in trauma, threats, and **************** may refer to my public review and the attached photo for full context.**** ****** ************ | ********************

  Business Response

  Date: 05/27/2025

  Dear *** ******,

  
  Thank you for taking the time to share your experience with us. On behalf of the team at Sonesta Select ************, I want to sincerely apologize for the issues you encountered during your stay. We strive to provide each of our guests with a positive and comfortable experience, and I regret that we fell short in your case.

  
  As a gesture of our apology, I have fully refunded your stay. Attached you will see a copy of the folio with the refund.  Please note it can take ***** days for the refund to hit your card.   Additionally, Ive addressed your concerns directly with our management team to ensure the behavior and issues you experienced are properly resolved and do not occur again.

  
  I truly appreciate you bringing this to our attentionit allows us the opportunity to improve and better serve our guests moving forward. We hope youll consider giving us another chance in the future.

  
  Warm regards,

  Guest Relations 

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation for the Sonesta Select ****** 5/16/26. When I went to check into the front desk they said they cancelled my reservation because I was on the Do Not Book list. I explained to the manager *****, that this issue had already been resolved the last time I stayed at the hotel and that the previous manager admitted that they made a mistake and had credited my name with the wrong room complaint. They did then check me in for a room and told me that they would take this designation off my record. On 5/16/25 they did not have notation that this designation was taken off my record and would not check me into a room. The manager ***** called his manager ******** at home and she refused to speak to me personally and told ***** that if I did not leave the property he would have to call the police. I am disappointed that they did not realize that this was their mistake since they could see in the record the date of the Do Not Book designation and that I was able to check into the hotel after this Do Not Book complaint was filed. I would like someone from the Hotel to call me and to let me know that this is their mistake and to take my name off their list.

  Business Response

  Date: 05/21/2025

  Good Afternoon,

  Thank you for bringing this to our attention.  We are happy to advise that the Blacklist has been removed from your account, and feedback has been sent to the hotel.

  We look forward to see you at one of our Sonesta locations.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  was charged an undiclosed resort fee of $22.80. Business refuses to refund.

  Business Response

  Date: 05/13/2025

  Good Afternoon,

  Thank you for reaching out regarding your fees.  Regrettably, this booking was booked with Priceline and you will need to speak with them regarding these fees as Sonesta doesn't have access to your billing.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did not order this hotel through priceline. It was ordered through *********** travel. The fee in dispute was charged directly by the hotel after I checked out from my credit card that provided at check in for a security deposit. At no time was this fee mentioned or disclosed to me.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 05/14/2025

  Good Morning,

  Please provide a copy of the charge so we may continue out investigation.  Once we have details showing the charge we will advise of the resolution.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Attached is invoice and credit card charge.

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 06/03/2025

  Good Morning,

  We are not able to find your reservation with the details provided in this complaint.  Please provide a copy of the charge so we may continue out investigation.  Once we have details showing the charge we will advise of the resolution.

  
  Thank you
  Guest Relations 

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, 2 May 2025 at 11:52pm AEST, an unauthorised charge of $2,935.25 AUD was made to ****** ******** personal credit card by the Sonesta *************** hotel. This charge occurred over two months after his stay, with no prior notice, explanation, or **************** the time of his stay (1922 February 2025), ****** experienced several issues with the hotel charging both his work and personal credit cards without clarity. Despite attempting to resolve the issue amicably, the matter remains unresolved.Attempts to Resolve:Multiple emails were sent to **** ******* and the Sonesta team (chain available), beginning shortly after the charge appeared.The most recent email (dated Thursday, 8 May) warned of our intent to escalate the matter should a refund not be issued by the end of that ******* of Tuesday, 13 May, there has been no response or acknowledgment from the hotel or its representatives.Additional Action Taken:We have now reported this charge to the bank as fraudulent and unauthorised.The bank is commencing its own investigation.We are also in the process of filing complaints with both the ****************************************************** and the Better Business Bureau.Desired Resolution:We are seeking an immediate and full refund of the $2,935.25 AUD charged without authorisation. We are still open to direct resolution with the hotel, but will continue with formal complaints unless we hear back promptly.

  Business Response

  Date: 05/20/2025

  Good afternoon,

  The guest was spoken to, and all is resolved with the charges.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at Atlanta Airport North from the 2nd of May to the 4th (Although I arrived at 3AM on the 3rd due to severe flight delays).Upon arrival I was charged my deposit of 100$ three times rather than once, I have also been charged 107$ with no explanation, however I believe this to be a cancellation fee despite the fact that I did stay at the hotel. These fees are all pending, however I have had a transaction approved which has taken roughly 220$ from my card with no explanation, this amount is the same as what I paid for the room via *********** so it appears that you have double booked me?I have tried calling the hotel so many times but there is no response and the mailbox is ******* far I have been charged around 627$ on top of what I have ALREADY paid, this is absolutely unacceptable.I look forward to hearing from you promptly.

  Business Response

  Date: 05/09/2025

  Hello ****,

  Thank you for reaching out, in order to assist you we do require details to confirm the reservation please see below:

  Name on the Reservation:

  Hotel Name:

  Reservation Number:

  Once we have these details we will continue with our investigation.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our lives were endangered by vent smoking and smelling like fire. Mattress contamination due to my condition Hidradenitissuppurativa. Couches were very old cause all our asthma to flare Last room 4 out of 4 wasn't handicapped accessible. We were placed in 4 different rooms and they were all the same filthy. Although it's legal we should have had warning who want to deal with smoke legal or not with asthma. Lastly carpet was nasty and the pool was filthy. Bath tub stained. I'm requesting my full amount. No one should've had to go through this.

  Business Response

  Date: 05/13/2025

  Good Morning,

  Thank you for reaching out regarding your Stay at the Sonesta Simply Suites *******************  We have reached out to the hotel regarding your request for a refund, the hotel has approved your request.  We ask that you reach out to Expedia for your refund as this stay was booked with the..

  Thank you

  Guest Relations 

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Black mold in suite closet.

  Business Response

  Date: 05/06/2025

  Good Morning,

  Thank you for reaching out regarding your recent stay.  In order to assist you, we do require details of your reservation.  Please provide the reservation number, the name on the reservation and the full name of the location that you stayed at.  Once we have these details we will continue our investigation.

  Thank you

  Guest Relations

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We checked in on Wednesday, April 23 and immediately was told that our room needed to be changed because of a problem with a room not available for the couple that we were traveling with.Both rooms were pre-booked back in February and when we got to the hotel, the front desk informed us that one room was not available, that they would have to switch us to another room.Meanwhile, the resort is undergoing construction around the entire area near the pool, which was not fully explained when we made the booking for the reservation.After checking in, we were sent an email by Sonesta resort saying that we would be without water from approximately 11 oclock at night till 1230. is now 6:30 in the morning and there is no water cannot go to the bathroom or use the toilets. Take showers. This is a serious health issue and it is not resolved..This is putting a complete damper on our vacation. We traveled here 13 hours from ************.. my contention is if they were doing construction to upgrade the resort, then they should not be booking customers coming from all over the ********************** to vacation here. The resort should be closed until the construction is finished as they are charging customers full rates for services that are advertised, but then do not become available once you are here.. I am requesting a billing adjustment to compensate for the lack of no running water no use of toilets and no shower.

  Business Response

  Date: 04/28/2025

  Good Afternoon,

  We have been advised that the General Manager has reached out and resolved all concerns.  They advised us that a credit of the resort fees have been provided.

  Please let us know if this isn't the case and if we can assist with anything further.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 04/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******