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:04/23/2024

  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 stayed at the Sonesta Select, Boston-*******, in the latter part of 2023. The Hotel is advertised as a 3 star Hotel and it most certainly isn't. They have one elevator, which has no keycard acces and anyone can freely roam the Hotel. Seemingly nonexistent Hotel security. Our room was at the end of the hallway, which had a large door at the end of the hallway. This door could be heard at all hours, day and night. The air conditioning system in the room was mounted to the wall, only cooled a portion of the room and was extremely loud. The ** was dated, analog and mounted to a dresser in a peculiar fashion and angle, making it impossible to watch comfortably. Housekeeping wasn't up to par. The room didn't feel at all, like anything close to a 3 star Hotel room. The company engaged in abhorrent price gouging, charging 4-5 times the normal rate, due to the time of year and didn't even provide anything close to a 3 star Hotel, yet charged absurd rates, on par to a 5 star Hotel. I addressed my concerns with the Hotel and was reluctantly offered half of what I paid back. I informed customer service/Corporate through email, this would not suffice, as the Hotel engaged in price gouging, didn't provide a room that was on par with what's advertised and have heard similar complaints in the past. The fact that they were charging rates on par and even above, a 5 star Hotel, for a room that isn't even a 3 star room, is absurd and should be illegal.

  Business Response

  Date: 04/25/2024

  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

  Customer Answer

  Date: 04/29/2024

  [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:04/20/2024

  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.

  I checked into this property on April 18 for a two night stay. Although the first night was completely fine, the second night was a horrible disaster. We noticed around 4pm that there was a bit of noise in the room above us but it sounded like they had kids and having kids ourselves we tried calling the front desk but the phone wouldn't work so we left it alone. We later got to bed and were startled awake by furniture being thrown around above us. There was nonstop yelling and profanity and music and furniture banging. Around 2:15am I called the front desk from my cellphone and the girl said she would send security up but I don't know if that was done or not as the horrible noise continued. I have an autoimmune disorder that I have to take medication for and have my alarm set to take my medication and I definitely didnt need my alarm last night as I was up all night trying to keep my kids comfortable as they were crying and scared. I went downstairs to talk to the girl in the am and was just told sorry theres nothing i can do I asked if there was a manager and she said theres no managers on the weekends (we had asked to speak to a manager before checking for a minor issue on Thursday as well and were told there wasn't one so I do not know when or if a manager is ever present). She didn't even offer to call the manager for a resolution she just said she would note it and have someone call me later this week I had to have a major surgery less than a year ago and this is the first trip that I am taking with my family since then. We go to a hotel to rest from the craziness of the day not have to endure what we did last night only to be met with a careless representative. I would very much like my money back for last night!

  Business Response

  Date: 04/25/2024

  To Whom it may concerns,

  I would like to first thank you for sending your feedback regarding your stay at the Sonesta *********************************************************** 
  
  Here at Sonesta we pride ourselves on providing superior service, we make it a point to embrace all concerns that are addressed and communicate thoroughly with the guest throughout the process, unfortunately this time, we have failed in this instance.  I We have approved a refund for your stay and the General Manager will  be in touch with more details.  
  

  Thank you 

  Customer Answer

  Date: 04/25/2024

  [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:04/18/2024

  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 paid for a 2 day stay for a business trip, on the second morning 4/14 I woke up to a bedbug in my bed, immediately took videos, killed it and called the front desk where I was told by employee Charlotte and manager ***** that I will receive a refund in 2 to 3 days, and that they take this very seriously and would have labs come out to investigate the room. After waiting four days on the 18th which was this morning I gave Sonesta another call to see what was going on with my refund, I was not allowed to speak to a manager and was told that the manager went to look at the room after we left and decided that there was no bedbugs. I even left the dead bedbug with the manager, and was told that he says it was too big to be a bedbug. Labs was never brought out to look at the room, and I was never refunded.My supporting documents include emails that were ignored by Sonesta employee Charlotte, as well as photos of the bedbug that was in my bed, a screenshot from ****** of what bedbugs look like, and the receipt from the hotel.

  Business Response

  Date: 04/19/2024

  To whom it may concerns,

  We have provided a full refund to the guest for her stay, and had a pest control company inspect the room.  I contacted the guest and she was satisfied with the resolution

• Initial Complaint

  Date:04/12/2024

  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.

  --- ** post a comment reply above this line. Kindly note that only text comments are supported and any attachments will not come through to **. ---myKCMO New Report Submitted - #******* Status New Work Order #******* Issue Type Health Code Violations Subtype Lodging Notes Resident called to report the trash was overflowing throughout the facility, dead mouse smashed by entrance way into building by her room, no phone cord connected to her phone in her room, and she woke with red bites on her body. In the pool there is mold on the wall, rust, at the bottom of the pool is dirt, a strong chemical smell was burning her son's chest, towels and water all over the floor. In the ice bucket area, there is a trash container overflowing with several bags of trash around it with bugs crawling all over the bags. Drinking fountain was filthy. Lobby public restroom had toilet paper and crumbled up wet towels all over the floor. Elevator had a smeared substance on the buttons and doors. Inside the elevator the phone kept calling someone and when she reported it management, they said didn't know who it was calling and no concern it was happening. She has taken 25 pictures of everything. Tried to get in touch with upper management and regional and no one has responded to her calls or emails she has sent. She checked in 03/24/24 at 3:30pm and checked out 03/25/24 at 10:15am and her reservation was put under her son's name ******** ****** (which is 10 years old) and not her name. They switched the main parties name with the guest's name she had added. The gym was a mess, no clean towels, no wipe down materials, smelled very musty from no circulation, and you can see the dust on the machines.Address ************************************** Name of Facility Sonesta Select Date and Time Observed 03-24-2024 03:30 PM Room Number 345 Issue Other Reporter Name ******************************* Email ******************* Phone ************ Report Submitted APR 12, 2024 - 11:35 AM

  Business Response

  Date: 04/16/2024

  To Whom it may concern please see the following report attached and details on all complaints that were resolved by the hotel, with the guest being satisfied.

   

  Reservation was made through Priceline under her 10 year old son, ******** ******. During check-in, since the name and CC provided did not match, we offered to add Ms. ********** name to the reservation, she being the present adult. However, the CC she provided did not match the ** she provided.
  We asked her to provide a valid CC matching the **. She could not produce one. Finally, her boyfriend filled out a CC authorization form and provided a valid CC, however this CC would not authorize the $100 incidental fee. After trying couple of more times, it processed and we were able to check them in.
  The entire check-in process probably took about 40 mins.
  ********************** wanted to speak to me during check-out and I invited her to my office on March 25th around 9 am. Her first claim was that she has stayed at hundreds of hotels and no one have ever taken an incidental deposit. I explained to her our policy. Next, she complained about how *****, FD Supervisor was being rude to her for not allowing her to check-in. I explained to her about our policy where ** and CC information has to match. She then pulled her phone and informed me that she walked all over the hotel that morning taking pictures. I explained to her that we did have an extremely busy weekend and the housekeepers were still going around picking/cleaning things. Trash had been put by the bins in large bags by the teams who were stay in the hotel and there were several dozen of children in the hotel that weekend from a sports group. So far the conversation weve had was almost into 5 min ***** when she decided to dash out of the office without giving me a chance to find a fitting solution for her.
  I left her a VM on April 12th Friday asking her to call me back so I can provide some explanation and provide a solution to please her. She called me back that evening. After a long conversation and multiple apologizes, I extended an full refund for her stay and also invited her back to stay and see the enhancements. She accepted the refund and said that she would think about the future stay and would save my cell phone number to reach back out.
  A full refund was created the same evening and I considered the matter closed, until she would reach back out to schedule the complimentary stay.  
  Today, April 16th, our local Lodging Health Inspector visited the hotel this morning with this same complaint from **********************. Inspector and I discussed the matter and she inspected RM 345 and all the identified areas pool, gym, lobby bathrooms, ice machine/landing area and elevators. She also checked for pest control invoices and found everything to be satisfactory and in-compliance to the local lodging codes. Our pool was closed during her inspection for cleaning, so she will be back to test the water, however the physical condition of the identified areas and RM ********************************** compliance.  
  
  Compliant Response:
  Trash Overflowing Trash which was collected from the night before on land area on the 3rd floor was cleared the next day when the staff arrived for their scheduled shift. Inspector found no evidence of any pests on-site.
  Dead Mouse Dead mouse was found in the parking lot which looked like being run over by a car. Inspector confirmed compliance of hotels monthly scheduled pest control program and found no evidence of any pest on-site or in RM 345.
  No phone cord in RM 345 Inspector confirmed that the cord exists and the functionality of the phone.
  Red Bites on ********************** Inspector checked for pests in RM 345 and confirmed their non-existence. ********************** did not mention anything about this on the morning of April 16th during our conversation.
  Mold in Pool Area/ Rust Inspector found algae growth on the tile on the wall (not in the pool). Hotel is due for a new 12.5 ton dehumidifier to be delivered anytime now. ****, maintenance manager will address this algae by cleaning the tile with necessary mediation within 24 hours. Rusted items will be replaced once the dehumidifier is replaced.
  Dirt at the Bottom of the Pool Pool was not vacuumed when the pictures were taken. It is on a schedule every morning between 10 am & noon. Inspector confirmed that the pool looks good with clear and transparent blue water with no sign of any dirt or residue.
  Strong Chemical Smell There were no other guest complaints regarding this matter. Chlorine levels were good and the pool was balanced by a CPO. Inspector did not notice the strong chemical smell.
  Towels and water in the Pool Area We had a sold out weekend with sports group in the hotel that weekend. Inspector found no towels found during inspection.
  Elevator phone Children in the hotel that weekend, kept playing mischief and dialing out from the elevator phone. Management did issue warning to some children and this issue was resolved once the children stopped with the phone.  
  Communication Upper managements out of office response should have been delivered to ********************** when she reached out via email. GM and ********************** spoke and she accepted the refund in lieu of being satisfied for the inconveniences and also accepted to consider a future stay.
  Gym Inspector found no evidence of any claims made and it is in a neat and tidy appearance.

   

• Initial Complaint

  Date:04/09/2024

  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.

  My name is ******************* , I stayed at your hotel Sonesta Select on 4/3 . Im being charged a smoke fee for the room we stayed in . Not once did we smoke inside the room . Actually we went outside twice to smoke right In front of the cameras in the back even security seen us. Why would anyone go outside in the cold to smoke twice just to smoke in the room at all ??? It makes no sense , it is very disgusting that this fee was added . Check the cameras and you will see us exit the room to smoke . Manager ****** proceeds to send me pictures of 2 different rooms and trash I didnt leave in the pictures as well . Im unable to add the pictures as the file is too large

  Business Response

  Date: 04/16/2024

  To Whom it may concern,

  After we conducted our investigation, it was concluded that the guest was smoking in the room.  Please see pictures attached, the Hotel however did provide the guest with a refund for these charges.

  Thank you

  Line *******

  Executive Escalation Manager 

  Customer Answer

  Date: 04/16/2024

  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 

   

  I do not agree with what the business resolution. They are still lying about me smoking in their rooms .They did indeed provide me a refund because they provided pictures of another guest room. The pictures was for a guest who checked out on April 2, I didnt check in until April 3 , Please see photos with the photos date information.

   

   

  
  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:04/04/2024

  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.

  Travel pass number ********* Dear *** or Madame,With ACCOR I hold Platinum status and wish to request a status match. Following the instructions on the *** section, of the Sonesta portal, I was instructed to submit proof od status with another chain. Upon clicking on the link, I was required to enter the name of a hotel, which is not reflect at this point, and no emana to upload the required proof was afforded. Attached, you will find my digital member card, with ACCORs ALL program. Would you be so kind as to match my status? Thank you.Sincerely,*************************

  Customer Answer

  Date: 04/15/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/16/2024

  Please advise the guest we have updated his status to platinum, and in the future the guest can simply give us a call and will take care of this for him.

   

  Thank you 

  Customer Answer

  Date: 04/18/2024

  [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:04/01/2024

  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 March 23, 2024 I checked into Sonesta Select **********************************. I already booked and paid for room in January 2024. Upon checking in I was told I need a credit card on file for incidents. I checked out on March 26, 2024. Upon checking out they charged me again for my stay. Its now April 1st, ******************************************************************************************************************************************************** that the credit card company can release the pending charges. I dont understand how hard is it to release my funds back to my credit card! They are causing my credit card to be double charged. We all know even pending charges come from your available balance until the charges post or be released. I will never visit this hotel again and warn others to check your credit card before you see unknown charges like I did. Its about to be April 2nd, 2024 and its still pending. Please have your hotel to release my funds.

  Business Response

  Date: 04/16/2024

  The guest had a pending authorization when she called on Monday 4/1, I spoke to her and informed her that it can take 7-10 business days. I showed the authorization was released in Opera. She stated that when she talked to ********** they told her it could take 30 days. I also asked her to wait until Wednesday 4/3 that if it was not released that if she asked her bank what she needed I would be more than happy to send them an email to let them know we released the charge.

  We have confirmed on our end the charges have been released, the guest will now have to dispute the hold on the finds with her bank 

• Initial Complaint

  Date:03/14/2024

  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.

  Traveled to Sonesta ES Suites Atlanta-Perimeter Center for an out-of-town stay for medical reasons. The recent stay did not provide contracted room at the contracted rate but tried to charge us double, mattress broken, lobby gave out our room keys to strangers who walked into our room, stove top in room broken which made the room go up in smoke and dangerous inhalation and staff did not help, washer/dryer provided broken and stole the money we put in to make multiple washes, few nights of neighboring guests having violent verbal and physical altercations where they were banging on our walls, neighboring guests dogs crying and howling, bathtub broken, did not provide offered amenities, may have been some discrimination since we spoke Spanish, housekeeping did not come even upon request, we were without towels. Management was uncooperative and had a general stance that it was not their problem if we were inconvenienced during their stay. We called Sonesta corporate and did not hear back. We contacted Sonesta on linkedin and did not hear back. Request a full refund.

  Business Response

  Date: 06/13/2024

  We apologize for the delay in handling your complaint.  We have only just been made aware of your inquiry by the BBB.  If the matter has not been resolved by the property, please dont hesitate to reach out to us.

• Initial Complaint

  Date:03/08/2024

  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 the date of February 16 ***** I rented a room at the Sonesta Atlanta Airport North for the duration of 4 days and 3 nights therefore making my departure date February 19 2024. And on the date of the 16th my bank account was charged the fee of $551.44. so I stayed and checked out on the 19th. Then on the 21st of February 2024 the Sonesta charged my account a second time this time in the amount of ******. I called and spoke to two customer service reps at ********************** corporate office and I called numerous times to the actual hotel itself but no one will help.called the

  Business Response

  Date: 03/08/2024

  Which of our over 200+ hotels is this about so we can investigate

  Customer Answer

  Date: 03/08/2024

  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.]
  
  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
  The hotel in question is the Sonesta Atlanta Airport North as I previously and clearly  stated in my original message.

  
  Regards,

  ******

   

   

  Business Response

  Date: 04/03/2024

  Hello,

  A response was sent to **************** on March 14, 2024 with our findings.   

  We advised we would assist her with her concerns, we just needed her to provide proof of the charges she is alleging but we a havent received anything from the guest. 

  Thank you,

  Sonesta Guest Relations Team

• Initial Complaint

  Date:03/01/2024

  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 stayed with my family at the Sonesta Hotel located in ************* at ******************************************************* *************, ** ***** on December 16th, 2023. We stayed in two rooms and paid $100 of damage deposit for each room for a total of $200 plus $12.38 per room for parking. When we checked out there was no damage or anything but up to this day I still have not received my deposit back. I contact them on January 09, 2024 and they mentioned that the refund has been issued and that my bank might be holding it. I contacted my bank and they said there was no refund. It's March 1st, 2004 and I still have not received anything back.

  Business Response

  Date: 06/13/2024

  We apologize for the delay in handling your complaint.  We have only just been made aware of your inquiry by the BBB.  If the matter has not been resolved by the property, please dont hesitate to reach out to us.

  Customer Answer

  Date: 06/17/2024

  [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,
  
  *****************************