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 Simply Suites Chicago Naperville

  27 W. 300 Warrenville Rd Warrenville, IL 60555

• 

  Sonesta Select Las Vegas Summerlin

  1901 N Rainbow Blvd Las Vegas, NV 89108

• 

  Sonesta Select Milwaukee Brookfield

  16865 W Bluemound Rd Brookfield, WI 53005

• 

  Sonesta Charlotte Executive Park

  5700 West Park Dr Charlotte, NC 28217

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:07/07/2024

  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.

  This hotel charged me for a deposit, whereas it should have been a hold for deposit incidentals and released at check out - to be refunded in 3-5 business days. Instead. Upon calling about the charge on July 7 (3days after I checked out) the staff hung up on me twice. I went to the hotel to ask about it since the staff failed to exhibit professional behavior. I was then again met with contention about the charge as she refused to hear that they charged me instead of holding and releasing. I was notified at check out and check in that this charge would be for holding only. Yet today, informed that the hotel charges and then refunds. Untrue.

  Business Response

  Date: 07/09/2024

  Hello,

  Thank you for reaching out regarding your concerns with your incidental hold.  I have confirmed with the Hotels General Manager that your check out date was last Friday July 5, 2024.  Please allow 5 to 7 business days for the release of your funds, if you paid with a Credit Card.  If you used a Debit Card it can take up to 30 business days for those funds to be release.  This isn't a Sonesta rule, this is all banking rules.

  I can confirm on our end the funds have been released.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 07/09/2024

  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 # ********.

   

  I am not satisfied with this response simply because I was told that it would be a hold rather than a charge. Holds are released immediately once the merchant releases. Holds do not deduct and wait to be refunded. Whereas the refund is what takes days even up to 30. Had this business been transparent and honest about  how they secure the deposit, it would have made things better and I could have better prepared for when the funds would be available again to me in my account. 

  
  FAQ
  
  Regards,

  Niedria

   

   

• Initial Complaint

  Date:07/02/2024

  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.

  Hello. On 6/20/24 I booked a room at the Sonesta for my birthday. My room was prepaid thru a 3rd party booking site. I was told I can upgrade my room thru sonesta for $54 and also I will have to pay a $250 deposit. I agreed. I went out to dinner with family. After dinner a few family members came back to the room. We played games they left. The next day I checked out. I thought everything was ok until 6 days later when my deposit wasnt returned to me. I called them to see what was going on when I was told my deposit was forfeited due to smoking. I argued back and forth with them because no one smokes. Nor was anyone smoking in my room. I asked for proof and then he goes to say It was a lot of people in your room I asked was he keeping my deposit because it was too many people. He said no then I asked for him to return my deposit because no one was smoking in the room. I asked for proof he sent s picture of what look like tobacco in a cup next to a phone that was not left there when I checked out. Not every sure where that came from. Then I asked why my upgrade was different from the price quoted and I was told because resort fees but explain to them I had already paid resort fee thru my original booking. But they still proceeded to charge my card. I have been charged for smoking when I wasnt smoking. Ive been over charged for a room when all I wanted was an up grade at the discounted rate. This has been a nightmare. I would just like my deposit back or proof of someone smoking in my room. Also remaining of whats owed to me from the double charged resort fees. Please help me. *****

  Business Response

  Date: 07/09/2024

  Hi ********,
  
  We appreciate you contacting us about your issues at the Sonesta ES Suites ********************** branch. Unfortunately, I have brought your concerns to our management team, and we have indeed discovered evidence of tobacco usage in the hotel room. There was a strong smell of smoke lingering in the room and we discovered tobacco in the trash can.
  
  Unfortunately, we regret to inform you that we are unable to ***** the refund request.

  Thank you 

  Guest Relations

• Initial Complaint

  Date:06/20/2024

  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.

  We just arrived, and Iv called the front desk 1x, and went down to the desk. The ** is not working. Mind you it's 95* out. Our room is 78*. The front desk told me since it's so hot the ac's aren't pulling enough air, and that their lobby is warm too. I asked to switch rooms. They said they will send an engineer up, but they don't know how long it will take. I'm now sitting in a horribly hot room, waiting for an engineer rather then they just switching our room. Horrible customer service. I can not believe they expect us to sit here and just wait.We drove from **. Now we are unable to explore the city because we have to wait, the engineer can not fix it because we might have to change rooms. Iv NEVER heard of such a place doing this to guest. I would expect it his from a $100 a room hotel. I paid almost $450 for this dump. If we weren't here for the ************** parade tmo we would be leaving.

  Business Response

  Date: 06/28/2024

  Hello *****,

  Thank you for providing your feedback regarding your recent stay at the Royal Sonesta Boston.  I have spoken to the General Managers who advised we switched your room, shortly after your concerns were brought to our attention.  I have also been advised that we upgraded your room free of charge for these inconvenience.  The General Manager **** has advised the following: "It would be my pleasure to welcome you back should your travels bring you back to ******. I am accessible on my cell ************ to discuss further as necessary.:

  Thank you

  Guest Relations 

  Customer Answer

  Date: 06/28/2024

  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 only got a new room because I wanted a refund to leave and get a new room else where. I called 2x. The first time I was told an engineer would be up. We waited, and I called again just asking to switch rooms. I went to the office and spoke to an employee in training. He told me there was a request for the engineer in place. We were advised we did not need to wait for the engineer. We went to explore as we were in town for the ******* parade. I called the hotel to make sure the engineer took care of the problem. I was advised that they would have security go into the room to make sure the problem was fixed. Which it was not. They put a fan in our room. That is when I went down to the front office and demanded a refund so we could stay at another facility. Mind you it was a heat wave in ******. This is when we were transferred to another room which still did not have ac working properly, but yes was still better than the previous room. I was in the elevator and an employee was in there helping an elderly woman to her room. She asked how my stay was going. She told me even the lobby wasnt as cool as it should have been Yes I spoke to the manager yesterday. His my pleasure to welcome you back should your travels bring you back to ******. was offering a discount to come back. Why would I want a DISCOUNT to a hotel that I was not happy with? YOU ADVERTISE  ac in the rooms. I was not provided with a service that I paid for. Also upon check in i should have been made aware as he stated As you know, last week broke records for high temperatures in ****** and the East tower did have trouble maintaining a comfortable temperature Why was this not communicated with me upon check in? Why did I have to try 2x and then once I DEMANDED a refund to stay elsewhere, I then got  another room, with ac issues ? Please explain in detail for 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: 07/03/2024

  Hello *****,

  Thank you for reaching out regarding your feedback.  I understand that you did not have a pleasant stay in the first room,  but am pleased that we were able to move you to an upgraded river view room in our West tower fairly soon (4 hrs) after check in.  Regrettably your refund request is denied as you did stay at the location.

  Again I extend my hand to invite you back with a heavily discounted rate in an upgraded room.

  Thank you

  Guest Relations

  Customer Answer

  Date: 07/08/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.  
  

  As I mentioned and requested previously please tell me in detail why it was not communicated that there was a problem with the *** while checking in. Since your establishment was aware. Again booking the room it states AC is included. Yes we got moved to another room after I complained 3x times. I then asked for a refund and that was when I was moved. The new room still hardly had working ac. Better than the fan you put in the previous room to fix the problem Again you mentioned you were aware of the issue. I need to know in detail why there was no communication. I need in detail as why I wasnt offered to switch room when I complained the first time. Id like to know how a fan was a solution, also why i was only moved because I wanted to be refunded so i could go to another hotel ( which was also denied) and Why there was no communication. 

  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:06/20/2024

  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.

  We stayed at the Sonesta Select - **************** 5/31/24 - 6/2/24 In town for a hockey tournament and this was one of two options provided. I chose this hotel and paid $30 more a night as the pictures showed a very nice pool area which would be great as it was also my son's birthday. When we got to the hotel, no pool, it was not available as they were remodeling. No information posted anywhere in or around the hotel, nothing on the corporate page, no information shared with the tournament. Front desk staff did not seem to really care and just smiled and said "it is almost done"! (I'm most likely not planning a return trip)There was also no ice on our floor. Note on machine said to use third floor machine. Third floor machine did not work either.....Breakfast is not great. Microwave your own sandwiches and you have to check in with the register. It wasn't awful, just not real great when you are in a hurry.I did submit a concern to corporate. They sent a message stating that they have sent it to the local manager to address my concerns and I still have not seen a reply from the local manager. I have now sent 2 additional responses to corporate that they have passed along to local manager with still no response.

  Business Response

  Date: 06/28/2024

  Hello ****,

  Thank you for providing your feedback regarding your stay at the Sonesta Select **************************  I have been advised that the General Manager has been in contact with you to resolve your concerns.  Please let us know if there is anything else we can assist you with,

  Thank you
  Guest Relations

• Initial Complaint

  Date:06/17/2024

  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.

  Check-in May 7th and Check-out May 9th Paid $727.41 (through Expedia for room rates). I was also charged an additional $250.00 without any notice until I received my credit card statement a month later. I paid for a hotel stay for (2) nights stay. The nature of my dispute is that I want a reimbursement for the $250 charged to my credit card for an alleged smoking charge. The business has not tried to resolve the charge, they investigated an never returned my calls or emails. They are not returning my $250 charge. My Conf. No is 32562SE066831 and TA Record is ********** I want a reimbursement for the $250.00 alleged charge for smoking. I did not receive any notice on this alleged incident.

  Business Response

  Date: 06/18/2024

  
  Dear ****************,
  
  The situation involving your fee of $250 has been brought to my attention.  I understand you were not made aware of the transaction and were surprised a month after departure to see it appear on your statement.  We have taken immediate action to refund your MasterCard for this amount.  Please accept our apologies for any inconvenience this has caused you.  You will receive a separate email with the rebate receipt.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:06/16/2024

  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.

  We booked a hotel for 2 days at Sonesta June *****th 2024. We were told that parking is $15 per day. They failed to mention the $15 destination fee which includes pool access, WiFi, 2 complimentary bottles of water complimentary is FREE and access to the gym, pool and shuttle service. Should be included.

  Business Response

  Date: 06/17/2024

  Hello *******,

  Thank you for providing your feedback regarding your recent stay at sonesta.  Regrettably I am not able to find any reservations with the data you provided.  In order to assist you could you please provide the reservation number for your stay and the name of the location.

  Thank you

  Guest Relations

• Initial Complaint

  Date:06/14/2024

  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.

  On April 2 2024 I booked 3 nights at the Sonesta ************ at BWI airport. The reservation dates were April 16th-19th. (reservation 721854642)Due to a family emergency, I was unable to make it to the hotel. I called the hotel directly and was told that they would have no problem changing the dates for a future stay. All I had to do was call them back when I knew the dates I wanted to stay. June 14th 2024, I called and was told that they would not honor any future stay. I am just looking to move my reservation forward if possible. I have an eveny June 27th and this whole situation could be fixed rather quickly if I could have the reservation set by then.

  Business Response

  Date: 06/17/2024

  Hello,

  ****************** made a reservation on April 2 to stay at the ** BWI on April 16-19.  He booked through a 3rd party (Priceline/Agoda).  He paid Priceline/Agoda.  His reservation was cancelled with no penalty or cancellation fee and we did not collect any payment from Priceline.  We currently have plenty of rooms available on June 26/27 and he is free to make a new reservation whenever he would like to, however if he was not reimbursed for his original stay in April he needs to contact Priceline.

  Thank you 

  Customer Answer

  Date: 06/17/2024

  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. 

  [First of all, thank you for responding.

  The problem I'm experiencing here is it seems as though both parties are blaming each other. The reservation was made through the Southwest service at the time I booked a flight. When I tried to have my dates adjusted to the 26th and 27th of this month, the first thing I did was try to settle it through the Southwest concierge. The southwest rep indicated that Sonesta was paid but unwilling to offer any kind of adjustment due to the fact that I missed my check-in date .]
  
  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,

  Ed

   

   

  Business Response

  Date: 06/28/2024

  Hello Ed,

  Thank you for providing your feedback, regrettably this is a third party booking and we don't have access to these funds.  The funds would be with your original booking partner, which would require you to contact them.

  Thank you

  Guest Relations

• Initial Complaint

  Date:06/12/2024

  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.

  I stayed at the ******************************** in ********, ******** for 3 nights in April, 2024. The hotel advertises the rooms are air conditioned. There was air conditioning, Intermittently throughout my stay, and non-existent the last day of my stay. I complained during my stay and was told to "open a window", and that the hotel could only provide heat or air conditioning, not both. So, when the heat went on in the hotel, the a/c was shut down. I was not told by anyone prior to checking in that this was the case, and that there would be a disruption of service during my stay. According to hotel reviews, this has been an ongoing problem that the hotel refuses to take care of.Upon speaking with management, they have refused to refund my stay. They do not offer a reason. Yet, they agree that the A/C is turned off randomly. I paid $1406 for 3 nights at this hotel, with a promise of air conditioning in my room. This company has breached their contract with me, and I believe, therefore, owes me a refund for my stay.

  Business Response

  Date: 06/17/2024

  The hotel guest, *************************, stayed at the ******************************** from April 15 to April 18, 2024.
  During his stay, he contacted the front desk to complain that his room was too warm and the ** unit was not blowing cold air. He was informed about the hotel's 2-pipe system and that, due to the April temperatures being still in the 40s F, the hotel system was in neutral mode, preventing the ** unit from producing cold air.
  Upon departure, the hotel waived all three nights of his upsell fee and provided a 3 PM late checkout, which **************** was happy with, resulting in a $330.48 refund. However, a day later, he posted a 1-star review on Tripadvisor. Our Director of Operations, ***************************, followed up with **************** and offered, in addition to the $330.48 compensation, an additional complimentary one-night stay and a discounted future stay.
  Despite this, **************** declined the offer and insisted on a full refund for all three nights or nothing.
  
  We believe our offer was fair and did not agree to refund the entire stay.
  It's important to note that **************** accepted and was pleased with the hotel's initial compensation upon his checkout in April. He did not request further compensation at that time. Therefore, we consider this case closed.

  Customer Answer

  Date: 06/17/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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
  I was never "satisfied" with any of the outcomes offered. Your hotel advertises air conditioning in their hotel rooms. If this is not offered throughout the entire stay, then this becomes false advertising.

  You did not provide this service during my stay.

  Therefore, I am requesting a full refund of my hotel stay.

  Regards,

  ****

   

   

  Business Response

  Date: 06/28/2024

  To Whom it may concern,

  A full refund was already provided, $330.48 no further compensation will be offered.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 07/01/2024

  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. 

  A partial refund was submitted, not a "full refund" as you have stated. I ended up paying close to $1500 for this stay, which none of those funds has been refunded. I am requesting refund for the lack of (at times non-existent) air conditioning in my room, and having to deal with a very warm room for most of my stay.
  
  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,

  ****

   

   

• Initial Complaint

  Date:06/09/2024

  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.

  Never have I been so more appalled about the conduct /unprofessionalism from Management & some of the staff. ******, ************************** asst ******** I made my reservation a month in advance & always requested a 1st ************* I normally have gotten it in the past. I checked in May 14th and have over a 30 day stay this time. When I called in to check to see what room they had available they told me they were putting me on the 2nd floor, which I was not happy about. So when I arrived at 4am in the morning the front desk person ****** did not recognize my SoFi debit card and thought it was a pre paid card and would not take my payment. So I had to just do 1 night stay on my CC. The room they gave me soap dispenser was broken and had no soap when tried to take a shower before going to sleep at 4am. I get a knock at 10 am from ****** asking me for payment - I was not happy as I was still sleeping. I spoke to the manager ****** and she told me that she can cancel my reservation and I can go else where. I found that rather rude & unprofessional that instead of trying to accommodate a customer that she automatically turn away a customer. I called ********************** customer service to file a complaint # *********, per ****** that same day. I called in today to report another incident that occurred today with employee ***** & spoke to ******. ****** told me that *************** responded to my compliant & said I was rude to staff. That is a lie. Management is responsible to properly train their staff & to have the hotel rooms, laundry room in usable conditions. My room has no working garbage disposal, the front door handle sticks & key doesn't work unless I adjust it, laundry room machines are always broken. *********************** taking responsibility but rather lie and blame the guest. They claimed they didn't know I was staying for more than 1 night, another lie. Making false statements is fraud, slander/libel is defamation. Corporate should inspect this location.

  Business Response

  Date: 06/10/2024

  Hello *****,

  Thank you for reaching out and providing your feedback. We have heard back from the Hotel with the following below.  I have also provided your feedback the staff, and trust that the proper training will be provided.  Below is the outcome of your complaint and concerns:

  Night Auditor was unsure if her card was a pre-paid card as those are not accepted on property. Guest did not come to the desk all morning so at 2:00 pm the *** went to knock on the guests door. Management offered to waive any cancellation fee as it seems guest has not been happy with the hotel. No further compensation will be given.

  Thank you 

  Customer Answer

  Date: 06/18/2024

  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. 

  Management at Sonesta Simply Suites Irvine, does not take responsibility for the lack of training for their front desk. The front desk claimed that my debit card is from ********** which is a well known bank.  The training is the responsibility of ****** the branch manger, not the customer to have problems at check in because of lack of training by management.  Also, I was offered a 2nd floor room, when I never requested that, and they never bothered to tell me that the elevator was broken and that their would only be stairs for access to 2nd floor.  

  Most hotel managers bend over backwards to make it right, but no not Management at this location.  They instead tell you if you don't like our service here, we can cancel your reservation and you can go elsewhere.  I have never heard of such bad attitude and unprofessionalism from management in my 15 years of traveling for business.  

  I also filed a complaint to Sonesta Corporate and you told them that I was rude an unprofessional?? They tried to put me on the 2nd floor and did not bother to tell me that the elevators are broken.  What kind of management does not properly disclose this information with the guest at time of reservation booking?  Then she tried to blame me for her lack of training for her staff.  It is NOT my responsibility to teach her front desk staff that SoFi is a major bank.  Her staff only took 1 night payment because he would not accept my SoFi debit card.  And ****** claims she did not know that I was staying for more than one night.  Does she not look at the reservations? I booked all my reservations for **** June, July, August in advance.  And I checked in at 3-4am in the morning and did not get to bed into early. Does she not read the check in time? 

  So instead of apologizing and taking responsibility for her staff, she likes to deflect and blame the guest and make them out to be the bad person.  What kind of management at a hotel blames her guest because her staff doesn't know how to properly check in guests?  

  I just want to make sure people, BBB, Sonesta Corporate are aware of how management conducts themselves here at this location. Staff issues, broken elevators, broken washer dryer,  is not guests responsibility.  It is management.   And I find it appalling that ****** has lack of integrity and wish to blame me for her staff lack of knowledge and not being properly trained, the hotel not being well maintained  

  
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/28/2024

  To whom it may concern,

  Thank you for providing your feedback regarding your recent stay.  We will provide your feedback to the appropriate leadership, in order to provide proper training.

  Thank you

  Guest Relations

• Initial Complaint

  Date:06/08/2024

  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.

  You advised this hotel as a 3.9 star hotel. It was NOT. Most disgusting hotel Ive ever stayed in . Previous people hairs in the shower. Toilet was dirty. Floor was disgusting! Cookies were served as breakfast food. No breakfast! Weeds and thistles in the courtyard. Doors unlocked and no security. I paid for a 3.9 hotel and got a 1 star. Staff didnt care

  Business Response

  Date: 06/10/2024

  To Whom It May ************************ you for reaching out with your concerns, we appreciate your feedback.  Regrettably the name on your complaint and the name on the reservation does not match.  Please provide and up date reservation with ***************************** name on it,  in order to complete your investigation.

  Thank you 

  Customer Answer

  Date: 06/10/2024

  [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:
  
  My legal husband, ********************* made the reservation.  Since we are legaly married and share the same banking and household we work together and thus, I can file the complant.
  
  Regards,
  
  *************************