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 Select Las Vegas Summerlin

  1901 N Rainbow Blvd Las Vegas, NV 89108

• 

  Sonesta Select Indianapolis Carmel

  37 W 103rd St Carmel, IN 46290

• 

  Sonesta ES Suites Charlotte Arrowood

  7925 Forest Pine Dr Charlotte, NC 28273

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:06/06/2024

  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.

  I have been staying at Sonesta Simply Suites **************** since April 3, 2024, and I am scheduled to stay until June 30, 2024. On June 2, 2024, my car was towed from the hotel parking lot because there was no parking pass visible on the dashboard. This resulted in a fee of $530 to retrieve my car from the towing company.When I contacted the hotel about the towing incident, I was advised to deal with the towing company directly. I find this response unacceptable, as I believe it is the hotel's responsibility to manage issues related to their parking facilities, particularly when parking is included in the reservation.As a paying customer, I expect the hotel to handle such matters more professionally and to provide the necessary support in resolving issues that arise on their property. The lack of assistance and accountability from the hotel has caused me considerable inconvenience and frustration.I seek your assistance in resolving this matter. I would like the hotel to take responsibility for the incident, communicate with the towing company on my behalf, and reimburse any fees incurred due to the towing of my vehicle.Thank you for your attention to this issue. I look forward to your prompt response and assistance in resolving this matter.Sincerely,Taejun Park

  Business Response

  Date: 06/10/2024

  Hello Taejun Park,

  I spoke with the General Manager, They advised me, we have approved a 50% refund for your towing charges.  Please see the up to date folio with the credits being issues to you.

  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:
  
  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:05/30/2024

  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.

  ************** experience from h*** I had to move to 4 rooms total after they could not fix my leaking sink in ROOM #1, and still ended up with a room that was subpar and didnt have the promised basics that I observed ( in separate occasions ) to the other 3 rooms I stayed in and in multiple rooms I visited with the team of American Veterans I was at the conference with . I stayed one night (In ROOM #1) and the next day had to move 3 different times. 1 of which they gave my room away before they reassigned me and someone CAME IN with a key assigned to them, while I was still in there and was EXTREMELY startled! Any of which (ROOM #3) they let me review the room before I moved my stuff (for the 3rd time) and once I approved it (by going BACK down to lobby as they did not send any one with me and were too busy to answer the call I made from the room to the front desk ). I then went to get my stuff (solo as again they had no one that could even help as a courtesy) and got back to the room that they had assigned me (ROOM #3). I opened the door to find another person looking at me! They resigned my room out AGAIN and if not for the nice lady ( that could have been an angry racist or ANY ONE that felt that someone coming in their room deserve so be harmed ) that called down to the front desk ( they actually answered , while I was in tears as I had just tripped and fell in the hall way as I was moving 3 bags by myself from the rooms ) and they met me on yet ANOTHER floor with a key to the ( ROOM #4). This is the summary there are details that I would like to share on WHY I had to move to 4 rooms, as it was not for my preference, diva nature, or to even be difficult. I moved rooms due to general maintenance and hygiene that in the end, STILL was not met, and NO COMPENSATION was given to me as promised and I have not been able to get a manager on the line upon leaving the hotel Sunday 3.24.2024 ( stayed 3/21-3/24) Reservation ID *************

  Business Response

  Date: 06/05/2024

  Hello April,

  I have been advised that the hotel will be in contact with you to resolve your concerns.  Please let me know if you have any further questions.

  Thank you 

  Customer Answer

  Date: 06/05/2024

  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. 

  MY COMMENTS : i did receive a call with the manager offering me points. She did not explain what those points were for nor did she even remember that she was one of the 3 reps I dealt with during my stay ! I expect a full refund as the services were not fully rendered . I would have even accepted points to another sonesta sight but it is clear this location does NOT CARE about service . I wanted to give the brand another chance had they offered me the refund AND points ( whatever those are ) . However , this location is understaffed or just not fully able to complete the service to the level that is needed . The manager was very nice but it seems to be a cover for not actually calling people back . 
  

  She told me she would talk with the other manager Novel ( who was one of the people that helped me while I was there and NEVER fully resolved the issue or followed up) yet I have NOT received another call . My issue is NOT resolved 

  
  
  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,

  April

   

   

  Business Response

  Date: 06/17/2024

  Hello April,

  I have spoken with the General Manager of the Hotel, who has advised me you have been fully refunded.  Please see the attached documents showing the refund.

  Please let us know if there is anything else we can assist you with.

  Guest Relations 

• Initial Complaint

  Date:05/29/2024

  Type:Product 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.

  Transaction date - Jan. 23, 2024 Had reserved a room for 2 nights at hotel, reserved under the name of my ******* **************************** we checked in I was asked for a card to put on file for incidentals. I provided them with my card, they ended up charging the room reservation to my card when my sister had already paid for it in advance. I have reached out to them several times to no avail. The clerk at the time of check in was *****. We checked in on the evening of Jan. 19 and checked out the morning of ***.21st. My sister booked thru Expedia.com and paid for the room via Affirm, which I have records showing this information.

  Business Response

  Date: 05/31/2024

  After my conversation with ************, she discovered that her sister *********************** made 2 reservations. The first reservation was under *************** and the other was under her sister's name.
  
  ************ checked into the reservation under her name and she was charged accordingly. The 2nd reservation was an Expedia collect reservation and was charged the full penalty according to the reservations policy.
  
  ************ was instructed to have her sister call Expedia directly for a resolution since the reservation was prepaid through a 3rd party.
  
  Folio was sent to ************. She was happy with the resolution.
  
  Reservation details are as follows:
  
  ***************: 40034SE018072- IPO RESERVATION
  Jan 19, 2024Jan 21, 2024
  Reservation was made on 01/15/24
  
  
  ***********************- 40034SE018715- Advance deposit Non refundable
  Jan 19, 2024Jan 21, 2024
  Reservation was made on 1/19/24
  The reservation was prepaid through Expedia.

  Customer Answer

  Date: 05/31/2024

  [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:
  
  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:05/26/2024

  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 book the banquet hall in the sonesta hotel we signe the contract and I made a deposit of $5400 for the down payment.on 5/21 I received a call early in the morning by *************************** stated that the venue is going on renovation and I need to find another banquet hall my out of town guest already book fight my invitation already was sent out I have to scramble to file another place,I had to take a day off drive back down to ** and try to find another venue

  Business Response

  Date: 05/29/2024

  Hello,

  Thank you for reaching out and providing your feedback regarding your banquet.  I have spoken with the General Manager of the Hotel, and they have advised the following:

  We do apologise for the miss communication,  Apparently it happened because of an unexpected schedule change that the property has no control off. 
  
  They are happy to assist with the booking at the Marriot and pay the difference in price, which is $10 more per person.
  

  Please reach out to the General Manager, she will help with getting these arrangements set up for you.

  Thank you

  Line Pollock 

• Initial Complaint

  Date:05/24/2024

  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.

  The bathroom was dirty w/ pubic & other hair + generally dirty floor, toilet, and tub. Supervisor ***** cleaned bathroom stating there were no other free rooms so that was all she could offer. She stated there was nobody else available but she didn't mind. Around 10:30 I found a flea in the bed, it hopped to the carpet. I searched for a long time, and also noted filthy floor. I reported the flea to front desk as ***** was busy. No call back. In morning, my child found ants everywhere. We had makeup, candy, and an empty container w/ remnants of white sugar but no ants in it and clothes out on the furniture housing the tv and fridge. The ants were in my *********** trashed candy and container. We didn't stay to shower. The bathroom floor, farthest area from the window/sliding door, had three ants running around on it. We took video. We reported it to front desk upon leaving and told a manager would call Monday. No call. Wed i called and ***** said she would have the manager call us. No call. Thurs I called and ***** said she would transfer me to leave a message. No call. ***, after insistence, I spoke w/ mgr. He stated he was interested in talking until I reported it to the state. I work in public health and fleas are a vector for disease and it needs to be reviewed. Inspection had "no findings." My question: could an infestation be in early stages? There are reviews on ****** with experiences of bedbugs too, but somehow they keep passing inspections. He gaslighted me (I have PTSD, currently working through trauma), letting me know notes & inspection proved I was "wrong". He told me ***** stated she had offered another room and I turned down (contrary to our convo), AND that we had a dog with us. Our dogs were w/ my husband at home. My child has ASD, OCD and PTSD. They could hardly sleep here. Mgmt added a $75 pet fee w/out evidence of any pet and hasn't pulled camera footage. Supervisor was in our room, no pet. Mgmt refusal to address or treat with dignity.

  Business Response

  Date: 05/31/2024

  Hello,

  We have reached out to the Hotel on your  behave and receive the following response.  If you still have concerns around your complaint I would advised to reach out to the Hotel again and follow up with the General Manager.

   

  Hi ********,
  We had notes going between our staff regarding this guest. The property was inspected by two state health officials and they didn't find any evidence or any signs of the guest claims. I have documentation for it. I spoke to the guest and she kept insisting on wanting a refund, without cause. We had already adjusted $25 as a courtesy. I had even shared with her about the state inspection and our own Ecolab property visits. She was happy to know about all of her concerns being followed up and thanked me for doing our part. 

   

  Thank you again for your feedback. 

  Customer Answer

  Date: 05/31/2024

  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. 
  

  when corresponding with the manager who was quite emotionally abusive, insinuating I had made up my complaint, I was willing to accept just getting off the phone. He told me he was sorry my life was sad. I then found from my husband an additional $75 charge was added to his card (which we used to pay). I called to inquire again about the managers availability as well as what the charge was for. Front desk sent itemized bill which I already attached. We had no dog with us and were unjustifiably charged for having a pet in the room. The manager in no way acknowledges or addresses this issue. I will take this to the state to address or claims court. Whatever I need to do. This was added on a whim and the facility can check cameras. I will most definitely report to any entity necessary as this points to potential upcharges people should not owe. This is unlikely to be a one off. I demand refund for what was not owed as we had no pets with us. 

  
  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: 06/03/2024

  Hello,

  We have provided a one time credit of $25, this has been adjusted on your folio.

   

  Thank you 

  Customer Answer

  Date: 06/04/2024

  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. 

  this is unacceptable as it means we are still charged a fee we did not owe and which was not properly assessed. Have started a case with corporate and am contacting AG to see who to follow up with. I have listed our terms of acceptance as full refund at this point. This should not be taking a customer hours and hours to to resolve with zero acknowledgment of wrongdoing and zero checking into the invalidity of the charges. 

  
  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:05/24/2024

  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.

  Booked room from March 27 to April 2nd..First booking was done through Expedia was charged and Paid deposit (which was returned)the last day of that reservation which was a Monday check out,but I decided to stay one more night..Booked at the front desk that morning April 1st .Paid 50.-$100. deposit on site, which wasn't returned to me and I called and they've been NASTY and avoidant.. I am currently going through an abusive relationship and staying in hotels is my only options of safety this has really made me lose trust in the safety that I had was going to any hotel. This hotel has refused to pay me my refund which obviously means something to me because I'm making this report.. please please please please please contact them or contact me about this matter because I feel that it is wrong and that they do this to people that they feel they can do this to that won't have any resolved in the end this is unfair an unprofessional and I would like a full refund from the hotel and to make a complaint about the business altogether please contact me as soon as possible about this matter please

  Business Response

  Date: 06/04/2024

  Hello,

  The below message came from the General Manager after they spoke with the guest on the phone.

  I have spoken with the guest directly.  She was expecting to see a $50 credit on her credit card account, she didnt realise that the deposit is only a hold that just releases.  However, as I was reviewing her stay with her, it was discovered that we charged an extra night, so we have refunded 1 night back to her card today.  Guest is happy.

  Thank you 

• Initial Complaint

  Date:05/23/2024

  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.

  Disconcerting experience at the Sonesta ************ in ************ due to the unclean state of the rooms. My family and I attended a wedding the weekend of 5/18 and decided to stay at the Sonesta so we could use the shuttle the bride and groom had booked for their guests. As a gift, my husband paid for our daughters rooms as well as ours. Instead of discussions about the rooms involving anecdotes of appreciation and joy, they were riddled with descriptions of caked on dust, built up grime, and dingy showers that left them feeling unclean. It is insulting and dishonorable that Sonesta provided such unkempt and visibly dirty rooms to me and my family.Their lack of respect for their customers is just as disgusting as their rooms. Our memories of the wedding weekend will forever be tainted by the hotel we stayed in.

  Business Response

  Date: 05/24/2024

  Good morning ******************,

  
  Please let me start by apologizing for the cleanliness of the hotel affecting your special weekend. Certainly, this is not typically what our guests encounter though I know you did as your and your family have shared similar poor experiences with me. We never like to have guests send letters and post negative experiences though I am glad you did. As the hotel transitions from a slow winter into a busy seasonal destination this feedback could not be more welcome as we will share this with our team to ensure this does not impact other guests.
  In good faith I have provided a $25 credit per night. The attached folio shows the rebate to the credit card. This will be sent to the bank this evening and take 3 5 business days to post to your account.
  Please be confident knowing that we have already shared your feedback with our team and will continue to focus on the details that impact our guests. I hope you have a great weekend and I am pleased you took the time to help us improve the experience for all future guests.

  Thank you 

• Initial Complaint

  Date:05/22/2024

  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.

  I stayed at the Sonesta Select ****************** for 2 nights. I was apart of a bridal party that chose this location. If it wasnt for the fact that I was in the bridal party, I wouldve left this location immediately to find better accommodation. Unfortunately this was not an option available to me which is the only reason I stayed. The high price of this stay, nowhere matched the quality of this establishment. The condition and cleanliness of this establishment was appalling and downright disgusting. Upon arriving Friday night, we were placed in a room on the first floor. Immediately upon entering the room, it was excessively apparent that the room had not been thoroughly cleaned for a long time. There were visible stains and damage on the boxspring/bed, bathroom cleanliness was foul, and the overall condition of the room and furniture was abhorrent. We went to the front desk and requested to be placed in a new room/new floor in hopes of being moved to an acceptable room. And though our second room was slightly better, it was a far cry from sanitary. To the point where I took it upon myself to purchase cleaning products and disinfectant. It took me over an hour to get the room to a state of acceptability. The amount of dust covering every surface, headboard, etc. was downright appalling. Not to mention the a/c unit had a buildup of sludge, dust, and gunk. We had difficulty breathing as it was impacting the room air quality. A long term stay in this room wouldve clearly resulted in negative ***** implications and respiratory issues. Overall this entire experience was shocking and unprecedented. The entire bridal party expressed similar complaints/concerns and it definitely hindered the experience of the wedding weekend for all who stayed at the Sonesta select *****************. Corporate should be embarrassed of their disregard for their customers health and safety and this situation should be remedied across the entirety of the facility.

  Business Response

  Date: 05/24/2024

  Hello ********,

  I wanted to thank you for taking time to submit a detailed account of your stay. Please accept my personal apology for the cleanliness not meeting either of our expectations. I was happy to hear that the staff was able to provide a different room that was in better condition for your stay.  We never like to have our guests enter a room that is not in great condition though it appears we missed the **** with your stay. In good faith I have applied a $25 adjustment per night to acknowledge the poor experience you encountered.(The credit will be processed to your bank tonight and you should see this on your account in the next 3 5 business days) Please know that I also have had other complaints from your family and we are appreciative of your response. This will be shared with our team to ensure we react quickly to the cleanliness details that impact our valued guest.

  
  Again, thank you for the BBB submission. I take all guest feedback seriously as this helps us to make immediate impact on the cleanliness or service as we staff up and prepare for the busy seasonal environment we are located in.

  Line *******

  Executive Escalation Manager

  Customer Answer

  Date: 05/25/2024

  Hello ******************* and thank you for your response. 
  
  I am aware that others in my party have filed complaints for their respective rooms, and I appreciate your acknowledgment of the cleanliness not being up to your standards as well. This really speaks to the overall state of affairs at Sonestas Middleton locationproviding unhygienic accommodations to guests regardless of the room theyre booked into. 
  
  We didnt enter a room that is not in great condition, we entered a room in a state of filth actually, we entered two.
  
  In my initial complaint I informed you that the more acceptable room we were moved to was still glaringly  unsanitary, causing me to have to purchase cleaning supplies and clean it myself. 
  
  A $25 billing adjustment is like reimbursing me for the cleaning supplies I had to purchase, or paying me for my labor.
  Guests should not have to clean their own hotel rooms, and to offer a mere $25/night credit on a $720 bill is not taking accountability. 
  
  Please reconsider your assessment of how this situation can be appropriately remedied.
  

  Business Response

  Date: 06/03/2024

  Hello,

  I have reached out to the leadership team, requesting additional compensation.  Regrettably they have declined any further compensation at this time.

  Feel free to contact the Hotel's General Manager if you have further complaints regarding the outcome of your concerns.

  Best Regards

• Initial Complaint

  Date:05/20/2024

  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.

  Dirty dirty rooms. The complete disregard of cleanliness, especially in the bathrooms, is appalling and shameful. The high price of rooms is a ***** contrast to the state of said rooms. It was glaringly apparent that the room I stayed in had not been cleaned appropriately in a long time. It was as if a frat house had been converted into a hotel. We stayed at the Sonesta Select in ********** due to a wedding. If this was not the case we surely would not have stayed the night. Numerous other guests complained about the unclean rooms to the point that it was a topic of discussion at the wedding reception. Corporate needs to be notified of the exceedingly subpar accommodations and unhygienic state of the rooms. If Sonesta Select cares about their reputation and guests, this needs to be remedied.

  Business Response

  Date: 05/22/2024

  Hello ********,

  I wanted to thank you for taking the time to reach out and provide your feedback regarding your stay at our Sonesta Select ******* location.  The General Manager *********************** advised we are proving a complimentary night at our hotel and you where satisfied with your resolution.

  Please let me know if there is anything else I can assist you with.

  Thank you

  Line ******* Executive Escalation Manager

  Customer Answer

  Date: 05/22/2024

  [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:
  
  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:05/11/2024

  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.

  Sonesta suites - ************************:I have a complaint. I went to check in at 5pm even though check in time is at 3pm. I was told my two rooms which was booked in advanced is not available and they will call me when the rooms are available. Unacceptable since I prepaid for a full stay and not for whenever the rooms are available!Update:1 hour after the first contact at check in, the rooms are still not available. No one called to provide an update and I had to physically drive back to the hotel to even get any type of update. This is completely unacceptable and ridiculous. I have never experienced this before especially with prepaid rooms. It is now going on 1.5 hours and still the rooms I already paid for are not available. I can also provide you with a recording of the conversation with the front desk.

  Business Response

  Date: 05/15/2024

  To Whom It May ******************** our investigation we have concluded the following.  Regrettably, we will not offer a refund as the guest didn't originally book a Accessible room.

   

  This guest arrived on Saturday to check in at 3pm and her room was not ready when she arrived. The guest was upset stating that because she prepaid her reservation she should not have to wait for her room. Front desk explained to her that we were at full capacity the evening before and housekeeping was still turning rooms and she would be checked in when the next room became available. The guest stated that we refused to accommodate her prepaid reservation and left the property.