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

• 

  Royal Sonesta Hotel

  300 Bourbon St New Orleans, LA 70130-2213

• 

  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 Select Indianapolis Carmel

  37 W 103rd St Carmel, IN 46290

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

• Initial Complaint

  Date:02/28/2024

  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 contacted Priceline, which is a third-party reservation agency, and I made clear my specifications and requirements for the booking of the room requested to have a private ******* for my little boys that were a birthday. They promised an advice that the hotel I was booking and reserved Had those amenities upon arrival on the hotel and tried to check in I asked the front desk clerk if the hotel had what they promised the front desk representative clearly stated and told me that the only ******* they had was a public ******* not a private one and it was broken at the time. I asked the guy that I clearly stated I needed a private ******* For a five year old boy and a six year old boy,which I also made clear to the Priceline representative that I needed that I was not going to put my boys in a public *******. When they so little thats was out of the question I tried to fix things with the hotel first and then I called Priceline since the hotel was not able to help me. I clearly stated that I didnt want a refund wanted to be re-accommodated to a different location with those amenities. I was willing to pay the difference ipon calling Priceline I went back to the hotel to see if they needed anything from me. I never checked in or use any room the Priceline representative was very rude and was unable to help me not even able to accommodate me on a suitable room or another facility. They clearly deny a refund, help or accommodating me and also they hang up the phone on me it was an unpleasant experience unprofessional and rude. I just contacted Sonesta headquarter today and they clearly said and rudely said tha they couldnt help me. I lost my money and there was no money back given to not keep calling and no one was going to help me in getting my funds back. I clearly told him I was gonna report it and they say they dont care I could do whatever I want thats why Im creating this claim for their bad advertising, false advertising and tricking people into the trap.

  Business Response

  Date: 03/01/2024

  Whihc of our hotels is this about so we can investigate.

• Initial Complaint

  Date:02/23/2024

  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.

  Stayed at this Sonesta Hotel on Candelwood Dr, *******************.Had to stay at an extended hotel for couple months until my home was ready.Paid $3,200/month for a small 1 bedroom.The issues with the room , which we complained about...they never deep cleaned the carpets before we started our stay and it smelled like dog. The tubs and sink was stuffed and needed to be plunged plus the toilets are not in working condition.The air conditioner does not work and was told we can't do anything about it, it does not cool the area at all and the heat does not work. SONESTA should be held responsible for this poor management and apathetic behavior.The room where the laundry and so-called work out center is located was dirty and filthy, we made numerous complaints. The laundry area is always dirty, since they have old rotting washers and dryers that are never fixed, they are free, but none of them work and they keep them in terrible condition. They are usually dirty and people leave it a disgusting mess. I rather pay for my laundry.The front office was told numerous times, and the General Manager ***** is unaware and totally oblivious to what is going on, people come in from all over to do their free laundry.The door to the laundry room is not locked and it is broken so anyone can enter these rooms which is unsafe.This is supposed to be a non smoking hotel, but complaints made to front desk about noise and people smoking in the room at night, nothing is done. I have someone that has asthma, this is a terrible condition that no one wants to confront these people smoking in their rooms.The General Manager seems oblivious to everything that is happening when he is around. The housemaids are great but they do not go into many of the rooms, as housekeeping doesn't need to come in and clean, meaning the rooms may be filthy and smoke abounds. This hotel needs to be updated and managed correctly, and would never recommend this hotel.

  Business Response

  Date: 03/01/2024

  The General Manager has spoken to the guest and has addressed all the issues.  Please close the case.

   

  ****

   

  Customer Answer

  Date: 03/10/2024

  [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:02/18/2024

  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.

  Check in to 504 Sonesta ES *********** ** Feb 15 - Feb 20, 2024. Apparently I was bitten from something, see pictures of both arms! Staff has very accommodating: moved our room, heat treated for bugs and also all our clothes. Have never had bites before. There was a small amount of blood on sheets, which is a sign of Bed bugs?

  Customer Answer

  Date: 02/29/2024

  I have not heard from the business in response to my complaint., directly; however, the charges have been completely credited.   I do believe at the very least the hotel should be reported to the health department! 

  Business Response

  Date: 03/01/2024

  The guest was refunded.  Please note that our Pest control company came out and there was no evidence of bed bugs in the room.  Please close the case.

  Customer Answer

  Date: 03/05/2024

  [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:02/09/2024

  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.

  Sonesta St. ****** ************************ *****; reservation dates December *****, 2023.I originally booked my reservation through booking.com on September 17, 2023, but could not complete my travel plans to ***** due to conflict in the region that started in October 2023. I then reached out to booking.com to request a refund. Booking.com reached out to Sonesta St. ****** *********************** requesting a refund on my behalf but received no response. I then decided to personally email Sonesta St. ****** *********************** after Booking.com notified me they did not receive a response after 48hrs. I called the Sonesta St. ****** *********************** at least twice, asking to speak to a Manager, and I was told my request will be reviewed and someone will get back to me. Eleven days later and still no response from Sonesta St. ****** *********************** regarding my situation, I decided to call Sonesta ************************* Relations on October 26, 2023 to file a claim, as it had been 2 weeks since the initial request for a refund was sent on October 12, 2023. Guest Relations sent an email to Sonesta St. ****** *********************** management team a few days later. On November 2, 2023, I received an email from the hotel's management asking for me to send my booking confirmation details. I responded back to the email with the requested information. Once again no response, so I called Sonesta St. ****** *********************** requesting to speak with management and was given a contact number. I called the manager on November 14, 2023 and explained my situation, the manager then agreed to authorize for me to receive a full free refund for my stay. I waited for confirmation but received nothing, so I decided to email the hotel's management on November 18, 2023. On November 21, 2023, I received a response to my email denying my request. I responded back to the email requesting that the agreement with the manager I spoke with be honored to no avail.

  Business Response

  Date: 03/01/2024

  the hotel has tried to work with the guest on a resolution and offered two different resolutions which the guest is unwilling to accept.  Please close the case as Sonesta has tried to work with the guest,

  Customer Answer

  Date: 03/04/2024

  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 # ********.

  Per an email I received on March 3, 2024 from management at Sonesta St. ****** ************************ my request was escalated to management for reconsideration because the options the business offered were not acceptable for my situation.

   

  Regards,

  *******

   

   

  Business Response

  Date: 03/06/2024

  We have offered multiple solutions but the guest is unwillining to accept please close the case.

  Customer Answer

  Date: 03/06/2024

  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 # ********.

  Sonesta has not responded since the email I received on March 3, 2024. And they have not offered a solution that is suitable for me and my situation. 
  
  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:02/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *Complaint to Sonesta Select ******* ************************To Whom It May ******** I've stayed at Sonesta several times prior and had nothing but positive experiences. During my last stay on January 24th, ****, I've had an encounter with two employees at the front desk, both of whom were disrespectful, hostile and highly unprofessional. They've both colluded to prevent me from seeing a general manager, a person whom I have not been able to locate to this day.At approximately 7:10 PM, January 24th, I went to the main desk to inquire about getting more coffee pods. There was a couple in front of me, whose hotel registration the front desk attendant had lots of trouble finding. After spending 15+ minutes waiting, my queue has finally come. However, I was abruptly told that it's not my queue and that actually an individual who has just arrived a few minutes ago has to come before me (the individual complained about having a room at the 2nd floor because the hotel elevator was broken). I was confused and immediately left; I came back again shortly after, this time asking to speak to the general manager. However, the same individual told me that the manager is not available at the moment and that he will be available beginning 11PM of that same day. Once I came at 11:20PM to the front desk, the other individual at the front desk has listened to my complaint and was instantly highly dismissive. Judging by his mannerisms, questions, and responses it seemed that he was already informed by the previous front desk person about my issue. He said that I should leave a review explaining my experience and that the other desk attendant acted correctly, since the customer behind me has already checked in earlier. I was never told nor have I ever seen any policy/note about the certain queue policy. If another person came back in, it'd have to be solely due to the hotel itself's fault (broken elevators) and not my own.

  Business Response

  Date: 02/14/2024

  The General Manager spoke to the guest and personally apologized.  The guest  voiced his concerns regarding 2 associates who made him feel unwelcomed when he checked in. At the end of the conversation *********************************** understood that this was not a typical interaction and that it will be addressed with the associates to ensure the experience is never duplicated.  General Manager provided his contact information to the guest and informed him to contact me in the future and I will be sure to personally look after his reservation.
  
  ***************** was thankful for the follow up and appreciated my call.  He reassured the General Manager that he will be back and will be reaching out to me when he does.

  Please close the case with Sonesta.
  

  
  

  Customer Answer

  Date: 02/14/2024

  [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:01/29/2024

  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 made a reservation through booking .com to stay at sonesta simply suites detroit , ********** , mich. for monday 10/30/23 for a total of ****** as my plans changed i called the hotel and said i need to come 1 day earlier sunday 10/29/23 i was told i had a reservation for that day upon arrival i was told no reservation was made but wasn't a problem i asked if it was the same charge i was told that it was i asked if they could cancel my reservation for monday i was told i would have to cancel with booking.com which is free , called and canceled no problem left hotel 6am monday morning no one available to give me an invoice , when i got back home and checked my credit card statement i was charged for both days ****** on 10/30/23 and a charge on 11/1/23 for ***** called the hotel asked to speak to manager was told not available at that time will call me back when available , never called back , called booking they asked me to send them bank statement to prove charges , i sent them credit card statement, they tell me they will look into it , no call back, call again , explain everything again , was told they will look into it , no call back, call again now they want an invoice , call sonesta guest relations explain everything to them was told they will contact hotel management and get back to me, no call back , call again told same thing , no call back, now were into january 24, call for 3rd time was told there is nothing they could do it's up to manager to respond , 4 months of complete run around ,i'm a senior on fixed income this is unacceptable

  Business Response

  Date: 01/29/2024

  The customer is not a customer of ours.  This customer is a customer of the independently owned and operated hotel, which hotel is associated with us through a franchise agreement only. As a courtesy, weve forwarded the customer complaint to the franchisee/business owner to respond as it deems appropriate. Please close the case with Sonesta

• Initial Complaint

  Date:01/25/2024

  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 had originally booked a stay at your resort with my boyfriend to celebrate my birthday. Unfortunately, he experienced a death in the family, and we reached out to explore the possibility of cancelling our reservation as a contingency plan.Despite informing your team that we might still be able to make the original dates, but were uncertain at that point, we were forced to choose a random date and pay the difference in fees. This was done despite the fact that we had voluntarily paid the full amount upfront, even though it was not required of us. Upon learning that the funeral did not coincide with the dates we had changed to, we requested to revert to our original booking. However, we were informed that the room had already been sold, and we were offered an upgrade instead. This upgrade required an additional fee to be paid upfront once again. circumstances arose that required us to change our date once again, this time on our own terms. I decided to contact your general reservations instead of the resort directly, and I was pleasantly surprised by the level of assistance provided. The agent was able to change our date without any hassle and did not ask for an upfront payment for the difference in fees. the agent informed us that we were never supposed to be charged upfront for anything, and she did not see any record of the extra money we had spent due to the confusion.During my interaction with the agent at Sonesta Maho Beach, I requested the corporate contact information to address my concerns directly. However, I was met with an unhelpful response, as the agent refused to provide me with the necessary details and simply told me to ******* it!" I am left wondering about the handling of my payments and the whereabouts of my money. The overall experience has been nothing short of frustrating. I expect a refund for any unnecessary fees that were charged. I trust that you will address these concerns with the utmost urgency and provide a satisfactory resolution.

  Business Response

  Date: 01/26/2024

  The customer is not a customer of ours.  This customer is a customer of the independently owned and operated hotel, which hotel is associated with us through a franchise agreement only. As a courtesy, weve forwarded the customer complaint to the franchisee/business owner to respond as it deems appropriate.  Please close the case with Sonesta.

• Initial Complaint

  Date:01/22/2024

  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.

  Stay Jan *****, **** services were not provided, room was dirty bathtub clogged and drain filled while showering. refrigerator had mold and filth. no towels or sheets . toilet kept running. workers were very hostile to us. Could not refrigerate my medicine. could not shower

  Business Response

  Date: 01/24/2024

  Which of our over 250+ hotels is this about so we can investigate.

  Thank you

   

• Initial Complaint

  Date:01/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of stay: 12/18/23 checkin, checkout 12/23/23 $ of stay $781.56 ($130 (4 nights) $148 (1 night) $113.56 taxes) I would give the Sonesta ES Suites a Zero for Safety and Cleanliness! (Can send pics .)The website advertised this suite hotel had Hot Breakfast Bar-Special Cleaning due to COVID. Upon arrival we checked in and went to the room. I called front desk and asked them to send housekeeping back to our rooms. The kitchen table and counters were dirty, cups had lipstick on them. I had to knock on a door that was the housekeeping office to get a rag with cleaner on it and some dishwasher soap. Here are the items that we called to get fixed or to at least report so that we did not get blamed for them. Upon checkin there were only 1 s**** in the security latch on entrance door and the dead bolt was never able to engage on the door our whole stay. (C- pics under hotels website reviews. towels stained. The dishwasher was not mounted down properly and when you opened the dishwasher it would fall forward.The Sonesta advertised hot breakfast so the next morning my husband went to the lobby to get breakfast only to be told they do not provide it. My husband talked to the manager and told him of the condition of the rooms and amenities that were advertised to us from the website-his response was that he called to have the website updated and they never did it. He told us to call the customer service 800#. My husband came back to the room , called 800# and the girl gave him such a run around I took over the call.We got back to the hotel late and everyone was exhausted. Myself, Daughter and Granddaughter voted to make do-husband wanted to leave. The girls went to the store and picked cleaning supplies and we cleaned the rooms the best we could. Next day we asked for housecleaning to at least pick up garbage and they never came. I went to the front desk several times only to find no one there. I can send comments sent to us from customer service and my responses.

  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

  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. 
  
  BBB : This hotel management staff has shown they will never respond to BBB issues. This hotel management does not care if they put their guest/customers in dangerous situations. They choose to put their head in the sand instead of fixing their hotel door locks, clean properly, correcting their website and most of all communicating with their customers. It should NEVER *********** months to respond to customer issues. I would really like to know if ANY of the issues I brought to you attention have been corrected. Until the hotel management responds to correcting these issues will I consider this complaint closed.

  
  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: 06/19/2024

  Hello,

  Thank you for reaching out with your feedback.  We have applied ****** Travel Pass Points to your Travel pass account *********.  

  Thank you 

  Guest Relations 

  Customer Answer

  Date: 06/20/2024

  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. 
  
  

  Since I will never stay at one of your hotels nor will I ever use your app. I dont want your points! Just close this complaint and I hope you are able to sleep at night knowing that you are managing an unsafe, unclean, and promote false advertising to consumers. 

  
  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:01/17/2024

  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.

  ***** wrecked the fender and backend of our truck and didnt mention it to anyone on sunday January 14, ****. We noticed the damages as soon as the valet driver arrived at the valet post from some unknown parking space. I informed 3 employees that I needed a manager of the hotel to resolve our problem, but they replied with The manager will not be in until 9am Its Wednesday January 17, ****, 3 days later and I have yet to hear from a manager of the hotel or the valet about the experience or a follow up on the incident report so I am making a formal complaint to let Royal Sonesta **************** know whats going on in *********** on **********. One supposedly manager ran away to get a clip board after I noticed the damages. He didnt apologize for the obvious issues or tell me about the report before he ran off. Then he returned rude/confrontational and kept repeating Phone Number? Phone Number? before offering any resolution to the matter or identifying himself. Im not sure why he displayed such provocation and taunting but I found it childish and I believe he meant for it to discourage me from making the incident report. One of them hit my truck. Thats not the first insult. We called a ******* to transport our luggage from our balcony room. In the elevator he expressed his disdain for smoking and how he personally never felt the need, even though we never asked. My husband had just returned from smoking and smelled like smoke. We booked a more expensive balcony room to accompany my husbands choice to smoke and used the ashtrays that were provided. Why were we insulted by the hotel staff for smoking? The ******* also mentioned to us how his daughters were raised to do a womans job which I reckon he mentioned because our bags were messy because he kept staring at our bags which I rushed to pack. We did not engage in any of these confrontations with the ******* nor did we ask about his daughters or mention our daughters. Conversations as such can lead to worse and we did not want a problem so we let him talk. RUDE. I understand the opportunity to build rapport with guests but the problem is your staff is offending paying customers. I would not recommend Royal Sonesta ***********. I want my car fixed!!! I want at least ONE manager or someone from Sonesta to follow up on our vehicle damage incident report!! and a FULL REFUND for ruining our vacation!

  Business Response

  Date: 01/19/2024

  Parking Valet Manager, ************* (***************************) conducted a thorough investigation into the cause of ******************* vehicle damage. After a full review ****** discovered the damage was in fact caused by the valet driver who ************* vehicle. As a result, *************************** have taken ownership and full responsibility by agreeing to pay for the full cost of repairs.  The valet company is an independent company so please close the case with Sonesta.

  Customer Answer

  Date: 01/20/2024

  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. 

  Sonesta has not addressed concerns about my stay at the hotel, interaction with the staff or the multiple request for the hotel manager which were never answered that I mentioned in the original complaint.
  
  Sonesta has not even offered a courteous apology or acknowledgement of my experience with their company and affiliates. 

   Sonesta did not address the fact that the valet completely deceived me about the damage to my vehicle. If I had not noticed my vehicle damage before I drove away, the Valet would have allowed me to drive away as they handed me my keys after the incident without any mention. This is UNETHICAL to say the least.
  

  Now I have to go to 3 different auto repair shops for estimates, miss days of work, totally inconvenience my family for an unethical mistake that was not my fault. That valet chose deception over the truth and it is ultimately an inconvenience to me that your companies caused. 
  

  Sonesta claims the valet is a third party however Sonesta collected the fees for the valet on the same card that they collected for the room.
  

  I requested a full refund for my room and parking fees and Sonesta did not acknowledge my request in their response and it seems that Sonesta wants to push the problem solely to the valet company without the courtesy of acknowledging my valid complaint. 

  I deserve all of my money back (valet and room) & my vehicle repaired. 
  

  In order to resolve this complaint, I want a full refund for the valet and room and my vehicle repaired.

  Regards,

  ******

   

   

  Business Response

  Date: 01/24/2024

  Guest has been contacted by the hotel.  It was agreed that the hotel charges wil be reversed.   Please close the case.