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 Columbus Downtown

  33 E Nationwide Blvd Columbus, OH 43215-2512

• 

  Sonesta ES Suites San Francisco Airport Waterfront

  1350 Veterans Blvd South San Francisco, CA 94080-1954

• 

  Sonesta Select Milwaukee Brookfield

  16865 W Bluemound Rd Brookfield, WI 53005

• 

  Sonesta Simply Suites Las Vegas Convention Center

  4034 South Paradise Rd Las Vegas, NV 89109

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:05/07/2024

  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 had booked a hotel room with this specific hotel through booking.com. I booked a mobility acess room. Upon arrival I waited 20 to 30 minutes to check in because the people didn't know how to check me in and were new. I was offered snacks for my wait. The manger I believe checked me in and told me that on top of the ****** charge I would have to pay ****** for a deposit each night I stayed. No one had told me about this. However I asked 2 times will I get this back. The man said yes I will in 3 to 5 business days after my check out. I was taken up to the 19th floor to a lake view room with no mobility acess. The mantince manager told me to go ahead and hicd it a try. to enter with my scooter. I had told her I don't believe it will clear and the scooter is brand new. I tried like she suggested and scratched up the entire left side of my scooter. It is now damaged with eggshell white paint along the side and a loose arm bar. I was told to use the utility elevator for more space. I had used this elevator and it had broke down. I have many disabilities and this did not help. One of the mantince men seen I was upset and offered his assistance. I told him I had requested a mobility room because that's what I originally booked. he took me to my original room and asked me to wait. He came back in about 20 minutes with 2 new key cards. He was able to get me into a mobility suite on the 6th floor. I tipped him and thanked him for his help. At breakfast time I had went down to go eat and there was no way for people with disabilities that have to use a device to get though safely. I had knocked into chairs and people sitting because there was no way to get through. I was charged for parking when I did not park at this hotel. I didn't drive my car. I did not rent a car. I had used Lyft and had gotten around on my scooter. I was charged 280 for parking on top of a ton of state and county tax I was never told about. I have an upcharge for the mobility room.

  Business Response

  Date: 05/15/2024

  To Whom It May ************************************ is a copy of the change log for Mr/Ms ******** reservation.  ***** note that the reservations was booked on booking.com (BK4N) for a standard Studio room with a Lakeview (S1KNV).  The room booked is not an ADA *********** Subsequently, he sampled a few of the available rooms at the time and decided on a mobile accessible room with a bathtub (S1KT).  We were fortunate we had something available that had some of the features Mr/****************** may have needed as Mr/***************** ***** book an ADA *********** As were in the medical district of the city, our roll in showers are in high demand and typically booked in advance.  It seems this was the most viable option available to him at the time. 
  
  We do have a $100/nt deposit requirement.  For a 4 night reservation, this totals to $400 for the entire reservation.  I do not see a $1600 deposit requested or deposit taken on Mr/Ms. ******** account.  The $400 hold (less parking) was released on the day of departure and can take anywhere from 5-10 business days for the banks to process. 
  
  Parking is processed by security and validated by the front desk each night.  While I do see the screenshot of a paid lyft, the team did identify his room as having a car.  Its unclear if this was a guest of his while he was with us. 
  
  Morning breakfast can get busy but there is more than compliant/ample room for all of our medical clients and their respective mobility units.  There is an unobstructed path that allows room for our guests to navigate.  We do house quite a few guests with ADA ********************************* let me know should you need any further information.

  Customer Answer

  Date: 05/15/2024

  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
  
  Regards,

  ******

   

  This is ***************************

  I absolutely do not agree with this business. I absolutely did NOT park at this hotel. I had no vehicle to park unless they charged me for my mobility scooter. I have not recieved a refund for my deposit for $400. It's been over a month. 

  If you go to this hotel you will see on the weekend when i went, durring breakfast there is no safe way in or out. It is fire hazard.  If there was a fire those days i would be hurt or dead. I booked a MOBILITY suite. I would never book a room on the 19th floor! I hate elevators to begin with. I am beyond disgusted with this hotel and the way they handled everything. Especially knowing I have a scooter.... a person with many different disabilities.  I don't understand how they got me into a room on the 19th floor! I don't understand how they told me to use a utility elevator that broke down! How they charged me for parking when I had no vehicle there. How they charged me for a room upgrade when I had booked a mobility room and then got told there were none then a mantince man was able to accommodate me with a mobility room. My scooter is now damaged because of this entire situation, I am no2 worried to travel alone because I'm worried I will have this nonsense happen again.  This had all been traumatic and avoidable.  Why was I charged so much for things I did not have??? Why was I charged for parking when my vehicle was here in *******, no rental car....nothing.  Why, all I want to understand is why I was charged extra and why I have to fight to get my money back! Not the $582.11 because I knew that was the price of the room but everything else! $641 is mine and I want/need it back.

   Thank you

  ***************************

   

  Business Response

  Date: 05/21/2024

  To Whom It May ************************ is a copy of the change log for Mr/Ms ******** reservation.  ***** note that the reservations was booked on booking.com (BK4N) for a standard Studio room with a Lakeview (S1KNV).  The room booked is not an ADA *********** Subsequently, he sampled a few of the available rooms at the time and decided on a mobile accessible room with a bathtub (S1KT).  We were fortunate we had something available that had some of the features Mr/****************** may have needed as Mr/***************** ***** book an ADA *********** As were in the medical district of the city, our roll in showers are in high demand and typically booked in advance.  It seems this was the most viable option available to him at the time. 
  
  We do have a $100/nt deposit requirement.  For a 4 night reservation, this totals to $400 for the entire reservation.  I do not see a $1600 deposit requested or deposit taken on Mr/Ms. ******** account.  The $400 hold (less parking) was released on the day of departure and can take anywhere from 5-10 business days for the banks to process. 
  
  Parking is processed by security and validated by the front desk each night.  While I do see the screenshot of a paid lyft, the team did identify his room as having a car.  Its unclear if this was a guest of his while he was with us. 
  
  Morning breakfast can get busy but there is more than compliant/ample room for all of our medical clients and their respective mobility units.  There is an unobstructed path that allows room for our guests to navigate.  We do house quite a few guests with ADA ********************************* let me know should you need any further information.

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service 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.

  My credit card information was compromised, after realizing this I noticed that there were a few charges that should not have been made. I am asking for a full refund, if this information is not returned to my card I will bring forth to a judge in my area.

  Business Response

  Date: 05/10/2024

  To Whom It May ************* have reached out to all Hotels in the Atlanta Area, their are 8 to exact.  No hotels are find charges with the Credit Card number ending 8199.  The amounts also don't coincide with any charges at these hotels.  We ask the guest to provide more information like bank statements to continue our investigation.  At this time we will close the investigation as we haven't found any data to support the guests claims.

  Thank you 

• Initial Complaint

  Date:05/06/2024

  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.

  Attention- this complaint is for the Philadelphia Airport location, located at ********************************************** This complaint is specifically about this location only! This part must be read before answering. Thank you!I'm filing a complaint against the Sonesta Select at the Philadelphia Airport, due to a number of reasons. When I first arrived, j immediately noticed that the bedding needed to be changed. I was told that housekeeping wasn't in & they're gone overnight (never heard of this at any Hotel), but they'll bring me bedding in the morning. There was nothing in the room but a very thin sheet & and a thin temporary/throw blanket. The next morning, housekeeping never arrived & we never got the bedding we were promised. I called the front desk for a couple days after this, promised it would be handled & it never was. Our entire stay, which was around a week, we never received the promised blankets for our room. Whenever we needed towels, it was an identical situation. I was told they would be brought to the *********** never were. So, each time new towels were needed, I had to walk to the front desk & get them myself. Housekeeping left things along the sides of the hallways overnight, every single night, sometimes for days at a time. So, anytime we left the Hotel & returned to the Hotel, we had to dodge all of these things that were, left in the hallways by housekeeping. There was an Eagles game(s) around this time, so the Hotel had intoxicated guests just loitering in the lobby & outside of the Hotel. The phone in the room didn't work, so any time I had to speak to the front desk, I had to call from my cellphone. The nightstand/table on each side of the bed aren't adequate or practical. There was an outdoor seating area, not far from the glass door in the room, so if/when any other guests were out there at night, you'd hear them talking. I previously contacted the Hotel in an attempt to remedy the situation & was offered a low amount of Sonesta points. I want a refund.

  Business Response

  Date: 05/13/2024

  To Whom It May ****************************** have approved the refund request, since your booking was completed with Expedia for those nights you will need to reach out to them for your refund.  We have sent the approval to Expedia to refund your nights.
  
  
  The nights you paid at the Hotel will be refunded to the card that was on file.  Depending in the card if you paid with a credit card it can take 7-10 business days to process.  If you placed a Debit card it can take up to 30 business days to process those refunds.
  
  
  Please reach out if you have any questions.
  
  
  Thank you 

  Customer Answer

  Date: 05/21/2024

  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 # ********.

  The Business claims all refunds have been initiated, yet every refund with a third party, isn't being refunded, due to approval complications. Sonesta needs to properly initiate the refunds with the third parties, or simply refund all third party charges, directly to my debit card. Which would be much easier, for both parties. Thank you. 

  
  Regards,

  *****

   

   

  Business Response

  Date: 05/30/2024

  Hello,

  As stated previously the refunds have been send to Expedia.  If you are having issues retrieving those refund please reach out to Expedia. 

  Thank you 

• Initial Complaint

  Date:05/04/2024

  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.

  Prior to booking, I was not informed of a parking fee on my confirmations, so I was shocked to hear about the $30 charge PER NIGHT when I checked in. With my Platinum status, it also includes a welcome gift and free complimentary breakfast, neither of which this location offers (even though there is a dining place on site)? I did not expect a $159 charge at check in when everything was already paid in full prior to check in. I have provided documentation of website information where nothing about parking was mentioned.

  Business Response

  Date: 05/07/2024

  To Whom it May ****************************** have reviewed the incident and found the guest had 2 reservations, one as a Travel pass redemption stay and one through Priceline Agoda.  The Agoda stay did not have the guests Travel Pass number and for some reason, the other reservation had the Travel Pass number, but no status level. The guest was charged for parking for 2 of the 3 nights, which we will rebate as a courtesy, as complimentary parking is not part of their status rewards.  The arrival gift referred to are points that should be automatically added to the account through the system and the hotel has not provided complimentary breakfast. 

   

  Customer Answer

  Date: 05/09/2024

  [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:05/03/2024

  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 attended an event in ***. I used the promotion link to made an reservation on the The Royal Sonesta Boston website, I got an confirmation letter with total charge $390.00 for 3 night, check in date:31/1/2024, check out date:3/4/2024 . When I checked in, I was told it should be $591.36. The front desk was rude and yelled on me when I showed him the confirmation letter. The front desk frightened me, it was very insulted.The hotel used a misleading price. They are dishonest.

  Business Response

  Date: 05/10/2024

  To Whom it may concern,
  
  After our investigation, we determine that when you booked with *******, they didn't show the charge for the 3rd night.  This is an error on their part when the booking was completed.  your charges are $195 plus tax for each night. would be the valid charge 585$ plus tax and fees.  

  Please see attached the error

  Thank you
  Line *******
  Executive Escalation Manager

  Customer Answer

  Date: 05/13/2024

  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
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:04/29/2024

  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.

  My significant other & I stayed at the Sonesta Select, Philadelphia Airport location. Unfortunately, there were several problems during the stay. Immediately upon entering the room, I noticed the bedding needed to be replaced. I called the front desk, who informed me that one would be brought to the room (this never happened). Due to this, we had to use what was available to sleep. I was told the following day, the new bedding would be brought to the room, this time for sure, it never arrived. This happened a number of times & during the entire stay, the bedding was never brought to the room. Despite the fact, that I was assured several times (several days), that housekeeping was delivering the bedding, they never did. Towels that I requested were never brought to the room either. Every single time I needed new towels, I had to go to the front desk & get them myself. During the day, housekeeping would never bring then to the ************ was no housekeeping at night (never heard of a Hotel operating that way). I had to use my cell phone, for every call to the front desk, as the phone in the room didnt work. Housekeeping left things in the hallways overnight, well into the following day. So anytime we had to leave the Hotel, we had to constantly avoid all of this. I previously contacted the Hotel to resolve this issue, I was offer a very minimal amount of points, which didn't even amount to what I purchased in the lobby during the stay, let alone the actual room. I advised management I would be contacting the BBB if this wasn't resolved & I felt the absolute bare minimum, was being done.

  Business Response

  Date: 04/30/2024

  Tell us why here...Hello *****, 
  
  
  Thank you for taking the time to share your candid feedback regarding your stay at our hotel last October.      At Sonesta Select, we strive to exceed the expectations of every guest.  I regret that we fell short of our goal regarding your experience, and for this,  I am sincerely sorry.  
  
  
  I understand you previously spoke with a member of our team and received a 50% refund for your stay.  I understand this compensation was unsatisfactory and I have sent a request to Priceline Agoda to refund the remaining cost of your stay.    We will work with them until we receive confirmation that the remaining 50% has been refunded to you.   
  
  
  Thank you once again for sharing the details of your stay as I will use them with my team to better the service of all future guests. 
  
  
  Please do not hesitate to contact me if there is anything further I can do for you.  
  
  
  Sincerely, 
  *****
  
  
  p.s. Should your travels bring you back to the area, please contact me directly and I would be happy to assist you personally with your reservation.  I am confident that, given the opportunity, our team will exceed your expectations and you will enjoy the flawless service that you expect and deserve.  If your travel dates are flexible, I would be happy to discuss options that could save significantly on the rates.   (Hotel demand in ******'s North Shore area peaks in October resulting in extremely high rates compared to other months.   Columbus Day Weekend is traditionally the busiest weekend in that month resulting in the highest rates of the year at many hotels in this market

  Customer Answer

  Date: 04/30/2024

  There's obviously miscommunication occurring, kindly email me.

  
  
  Regards,

  *****

   

   

  Business Response

  Date: 05/01/2024

  To Whom it may ***************** have provided a full refund to the guest for his troubles, since the guest booked with a third party we have advise this company to provide the full refund as the funds have been sent back to Priceline.

  Thank you

  Customer Answer

  Date: 05/01/2024

  I will again convey, that if you email me, this miscommunication can be corrected. As I have accepted the decision from the other claim, that you're referencing. Email me, thank you. 
  Regards,

  *****

   

   

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service 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 5th I checked into this hotel and they placed a charge on my credit card that should not be on there for $125. I have been trying to call to get a response as to why and have been hung up on several times, told I would be called back which never happens. A few times was just forwarded to a managers mailbox which is full and won't allow me to leave a message after this service experience I get why it's always full. As some one who travels often for business I will be sure to pass along to others I know about this awful experience and to not use this hotel. Horrible experience and service hotel is a scam.

  Business Response

  Date: 05/03/2024

  To Whom it may concern,

  We have reached out to the guest for more information on the disputed charged.  We have attempted to reach the guest by phone and email to no avail.  ********* was in contact with the guest to resolved the dispute but the guest has since cease his communication with us.  We would be more then happy to help with this matter, as long as the guest communicate back to us.

  Thank you 

  Customer Answer

  Date: 05/03/2024

  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 ********************************* straight up lied to the BBB saying they were trying to contact me with no response yet at the same time I was in email communications with the so called assistant general manager so this was a absolute lie this complaint should not have  been closed. 
  
  Thank you
  ************************* 

  Business Response

  Date: 05/10/2024

  To Whom it may concerns, 

  Please reach out to the Assistant General Manager by the email correspondence and we will be happy to assist with your concerns. 

  Thank you 

• Initial Complaint

  Date:04/26/2024

  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, Philadelphia Airport ************ unfortunately encountered a number of issues here. The bedding had to be changed immediately upon entering the room. I was told by the front desk, housekeeping wasn't available overnight & we would have to wait until the following day, for new bedding. So, my significant other & I were forced to use what was available. The following day, we called the desk & waited for our new bedding that never arrived. We stayed about a week & never got new bedding. Items were left in the hallways overnight, sometimes for days, despite housekeeping returning in the morning. Whenever we needed new towels, I had to walk down to the front desk & get them myself, as housekeeping would just never show up, if I requested them. There was a lot of intoxicated guests, due to the Eagles game. Some were unruly with staff, about their rooms being given to other guests. I attempted to communicate with the Hotel directly, to resolve this issue. Unfortunately, their solution to this was offering points & a low amount of points, at that. I've never heard of housekeeping, not being available at night. The number of issues at this Hotel, was perplexing, to say the least.

  Business Response

  Date: 04/29/2024

  Hello *****, 
  
  
  Thank you for taking the time to share your candid feedback regarding your stay at our hotel last October.      At Sonesta Select, we strive to exceed the expectations of every guest.  I regret that we fell short of our goal regarding your experience, and for this,  I am sincerely sorry.  
  
  
  I understand you previously spoke with a member of our team and received a 50% refund for your stay.  I understand this compensation was unsatisfactory and I have sent a request to Priceline Agoda to refund the remaining cost of your stay.    We will work with them until we receive confirmation that the remaining 50% has been refunded to you.   
  
  
  Thank you once again for sharing the details of your stay as I will use them with my team to better the service of all future guests. 
  
  
  Please do not hesitate to contact me if there is anything further I can do for you.  
  
  
  Sincerely, 
  *****
  
  
  p.s. Should your travels bring you back to the area, please contact me directly and I would be happy to assist you personally with your reservation.  I am confident that, given the opportunity, our team will exceed your expectations and you will enjoy the flawless service that you expect and deserve.  If your travel dates are flexible, I would be happy to discuss options that could save significantly on the rates.   (Hotel demand in ******'s North Shore area peaks in October resulting in extremely high rates compared to other months.   Columbus Day Weekend is traditionally the busiest weekend in that month resulting in the highest rates of the year at many hotels in this market

• Initial Complaint

  Date:04/24/2024

  Type:Customer Service 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.

  My daughter was registered for an AAU competition in ********, ** 4/27. We stayed at this hotel the prior year with a great experience so we chose to stay again. I booked our hotel room via my Sonesta travel rewards account on 4/6/24. That following weekend we learned that they had suddenly canceled the event and had not yet sent out cancellations to those traveling. I immediately began calling the hotel in which the call would disconnect from constant ringing. I called approximately six times that day, getting multiple "reservation" team members who said they could not assist me and to call the hotel (who would not answer). Finally, a few days later I was able to get in touch with the hotel. I spoke with a gentleman who told me that he could cancel. However, there would be a $184 penalty (our room was only $201 with tax). I did ask to speak with a supervisor since I had been trying to call with no help since booking, and he told me I would have to call the same number...that sends me to reservations, and they tell me to call the hotel if I wanted a manager. With all the frustration, I contacted *** and asked if they could reach out to help and they got the SAME result of being tossed all over the place and never being able to speak with a manager. I emailed...was responded to that they couldn't help me...to call the hotel. I am at my wits end. I even asked if the hotel could credit my account for future use in case the event was rescheduled and was told they couldn't do that...I needed to talk to a manager. At this point, I REALLY just want a refund. This experience has left such a bad taste for Sonesta that I don't care to stay at those hotels any longer.

  Business Response

  Date: 04/25/2024

  To Whom it may concern,

   

  We apologies for the delay in canceling this reservation, the charges will be reversed and a refund will be issues.  We have spoken with the General Manager and will ensure the phone systems are working going forward.  Please allow a typical 5-7 business days for a refund.

  Again thank you for your feedback and allowing us to make it right. 

  Thank you

  Line ******* Executive Escalation Manager

  Customer Answer

  Date: 05/01/2024

  [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:04/23/2024

  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 booked a room at the Royal Sonesta for July 25-July28 2024. I received a confirmation email the day I booked it that confirmed my room rate and dates of stay for approximately $550. 2 days later I got a second email from the hotel informing me that the rate of the stay had changed to almost $1000. When I reached out via email to question this, they told me they were unable to honor the booked rate and the new rate was correct.

  Business Response

  Date: 04/29/2024

  To whom it may concern,

   

  Be advised that our system Passkey had a glitch in which it did not print the rate for the first night on the confirmation letter emailed to the guest through the system. The guest made the reservation on April 11, and a new confirmation from the hotel was sent to him on April 12 with the correct rates for each night.
  
  
  Attached are two documents. The first attachment is a user activity log that shows when the guest made the reservation through Passkey and when our reservation manager noticed the glitch, fixed the rate, and resend the confirmation letter. The second attachment is the confirmation letter from the hotel that was resend to the guest on 04/12/2024. 

  Please let us know if there is anything else we can do for the guest, and again we apologise for the mix up.