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:01/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sonesta Select ************ ****** from January 12th to 15th, ****. Upon our arrival on January 12th, ****, at approximately 12:00pm, we were confronted with a series of distressing issues that marred our stay. Our room door was found open, allowing freezing -4 degree air to permeate the room, which was only exacerbated by the fact that the room temperature was a chilling 32 degrees. Despite our exhaustion from a grueling 17-hour drive, we encountered a shortage of towels, with only three provided, two of which were bath mats, and the absence of hot water for a shower further compounded our concerns. Regrettably, our attempts to address these issues with the front desk yielded no viable solutions, as we were informed that there were no additional towels available and that there was no immediate remedy for the room's temperature or the shower.Our dismay continued as we discovered leftover meals in the refrigerator emitting a foul odor, and the pull-out couch lacked essential bedding, rendering it unusable. The front desk's explanation of running out of pillows, combined with the uncomfortable futon mattress, only added to our discomfort, especially considering that four of us had to share a single king ******* dissatisfaction further escalated on January 13th, ****, when despite our request for additional amenities at approximately 9:30am, including a pillow, blanket, and towels, we returned at approximately 9:00pm to find that the issues we not accommodated. Moreover, our experience at the hotel's pool was marred by the unavailability of hot water, towels, and an unwarranted premature closure, which resulted in a confrontational encounter with a staff member. Subsequently, our attempt to find solace in the lobby was met with hostility from the front desk attendant, who not only rudely addressed our presence at 10:00pm, but also prematurely dimmed the lights at approximately 10:20pm and vocally declared the impending closure of the lobby at 12:00 am, an action t

  Business Response

  Date: 01/19/2024

  Guest was offered a full refund and accepted.  Please close the case.

  ****
  

   

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have accepted a full refund. However, it's not just about the money. The hotel itself needs to be thoroughly evaluated. It's unsanitary and poorly managed. They didn't have towels for guests, instead issuing bath mats for personal use. Furthermore, the room was 32 degrees, the sheets were dirty, and they failed to provide pillows and blankets for sofa beds.
  
  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,

  Alyssa

   

   

• Initial Complaint

  Date:12/28/2023

  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 Sonesta *************, *********************************************** from 12/22/2023 to 12/26/2023. Confirmation No. 32992SE027668.I booked a room at this location thinking that there would be breakfast included with my stay since it was advertised on the website Sonesta.com and 3rd party websites like Expedia.com. there was also breakfast information posted throughout the property. Unfortunately, I found out on the next morning of my stay that breakfast was not available due to some issues with the kitchen. I asked the staff why this was not explained to me by email, phone or when I was checking in because I could have made arrangements to stay at a different hotel that has breakfast available. This was one of the main amenities I look for when booking the hotel. I was there with my family for a ski trip and not having breakfast available was a huge inconvenience for me. I then ask the staff if she can adjust my rates and provide a discount on my stay but she declined to offer any discount saying that it was not their responsibility to inform their guests of the breakfast issue and that they were too busy with all other guests staying at the property. I am now asking for refund because they did not provide what was advertised and did not try to help resolve my concerns and made no attempts to inform me of the issues they are experiencing.

  Business Response

  Date: 12/29/2023

  Continental breakfast was provided to all guests at the hotel during this time, including pastries, muffins, bagels, fresh fruit, coffee, and 2 types of juice. Please close the case with Sonesta.

  Customer Answer

  Date: 12/30/2023

  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.]

  The response from the business is not accurate. There was no breakfast available during the time of my stay. The kitchen/dinning area was down due to construction. I have attached comments from other guests that stayed at this hotel at around the same time as me and were also dissatisfied with the same issue. 

  I believe that I am owed a refund or at minimum an adjustment since they did not provide what was advertised. 

  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,

  Va

   

   

  Business Response

  Date: 01/22/2024

  We are sorry the guest was not staisfied with the breakfast offerings we had available.  Please close the case.

• Initial Complaint

  Date:12/14/2023

  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.

  Date of stay. Dec 6- 2023 for 3 nights Stayed sonesta simply suites in ************ on ********** location Arrived around 7 pm after a long travel day. Went to room to find the room was filthy! It was obvious the room had not been cleaned in a long time. Surface housekeeping at best. The room was in serious need of updating and cleaning. Went up desk to ask for assistance. Was told no one was there to assist. Front desk could not leave to see or help. Asked for a vacuum to attempt to clean it myself. Was told no one could get one for me. Was told they were afraid we would steal it. We took nasty sheets to front desks to get fresh linens. Lack of normal expected service was not available. ***** had beer bottle caps everywhere and the smell of pot was very apparent in halls and room. Again zero housekeeping. Coffee maker not working. Bathroom dirty. Kitchen floor dirty. Tried to wipe a spill and paper towel turned brown. Apparently never cleaned the floor. Say in recliner and the worn back of recliner put brown peelings of plastic in my hair. I cover every seat in this room with towels and sheets. Bought a blow up mattress from ******* to avoid nasty pullout mattress. We would have moved to different hotel but our schedule did not allow the time to relocate. So very disappointed. We spoke with ****** the Gm. He gave us a ***** discount on room. As far as I am concerned it was not enough. We were promised a clean and safe environment and we did not receive the service we paid for. I expect to be refunded for a nightmare I never want to experience again. Shame on them for putting us in this position. Could not believe we had to go front desk for clean towels. Horrible place to stay. What happened to customer service? Basic service is not to much to ask. Will definitely look for better accommodations in future trips.

  Business Response

  Date: 12/20/2023

  The hotel attempted to reach out to the guest to discuss her stay with her; however, they have not heard back from her since leaving a voicemail on Sunday. In the complaint, she had disputed $275.00 which I have sent back to her card on file. The guest was given a refund back originally for $113.49...which broke down to $28.38 ($25 plus tax) per night for the 4 nights she was here. The guest spoke with ******, who after some conversation said everything was fine with her stay. The room was even inspected specifically by ********, one of our housekeeping execs. They were given fresh towels every day to their room, and we heard no complaints once needs had been met (as far as we knew). 
  

  Customer Answer

  Date: 12/20/2023

  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:12/11/2023

  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 made a reservation for the dates of 12/11-12/15 for the price of ****** at Sonesta ************************ Hotel. I was given misleading information on the website about checking in under the age of 21. After later finding out i cant check into the hotel being 18 i contacted them and tried to work things out, however they will not allow a refund or work us into the hotel.

  Business Response

  Date: 12/12/2023

  We have authorized the 3rd party yo do a full refund.  The guest has been informed.  Please note that the person on this complaint is not the person's name the reservation is under.

• Initial Complaint

  Date:12/10/2023

  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 was staying at the Sonesta Suits and I was poked by a needle in their washing machines. They dont seem to be too concerned

  Business Response

  Date: 12/11/2023

  whihc Sonesta hotel is this in reference to?  And are you speaking about the guest use wawshers and dryers?

• Initial Complaint

  Date:12/08/2023

  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 a hotel reservation at the Sonesta Es Suites in *******, ** for Tuesday Nov 21 - Saturday Nov 25 2023. We paid the full price of $452 upon booking. We live in ** and would be driving from ** to **. We planned to leave the morning of Nov 21 (its a 12 hour drive) but our plans changed. And after realizing we wouldnt arrive to the hotel until 7 am on Nov 22, I called Sonesta on Nov 21 (using the phone number from their website) to inform them that we were arriving late but still within our reservation window. But no one picked up the phone, it just kept ringing. there was no voicemail system. We called five times. since no one picked up the phone, we hoped to sort it out when we arrived at the hotel on Nov 22. Their website lists check-in time as after 4pm. And we mistakenly believed that like many hotels there is someone at the front desk ****. When we arrived at 7:30 am on Nov 22, the doors to the lobby were locked and a letter was taped to the door that said that check-in is between 9 am and 5 pm. There was also a phone number listed to reach the front desk, but it was not the same number as on their website. I call the number (from the letter) and find out that they canceled our reservation because I didnt call or check in between 9-5 pm on Nov 21. I explained that we called the phone number from their website 5 times but no one picked up and that the phone number and check in time is incorrectly listed on their website. But they refused to rebook our reservation even after admitting they had rooms left. They hang up on us several times, tells us to contact our ************************* (the third party we used to book the hotel) if we want a refund and block us. We call the third party to report what happened and they tell us they have to contact Sonesta to request a refund. Sonesta was only willing to refund $352. I want a full refund of $452 due to a slew of incorrect information on their website and not getting the service we paid full price for.

  Business Response

  Date: 12/12/2023

  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 ask the guest to reach out to the hotel directly and close the case with Sonesta.

• Initial Complaint

  Date:12/08/2023

  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 this hotel for 4 nights from 11/21/23 - 11/25/23 about a month in advance. Called the phone # listed *************) on their website 6 times the day before to let them know well be late and to hold the room but no one answered. The phone just rang until we got a busy signal. We arrived at the hotel at 7AM that Wednesday 11/22/23 only to find the front doors locked & a note that said theyre only open from 9AM-5PM & that we had to call a different # for after hours check in. Upon calling that # *************) was rudely told that my reservation was cancelled. When I asked why I was told that it happens automatically through a computer & that theyre no longer a hotel but a resort and thats how they operate even though my room was still available and they werent fully booked. I informed them that their website says its a hotel and that check in isnt till 3pm and she (*******) said she doesnt care what the website says that she wont honor the website. So I asked to speak with a manager and she said shes the property manager and that she worked a 24 hour shift and that I woke her up by calling the number thats posted on their front door. I informed her that we called the # listed on the website all day the day before and was cut off and told again she doesnt care about the website. I asked how do I get my money back and was told its automatically forfeited I said that cant be right and she hung up on me. I called again and was yelled at and told she just wanted to sleep in which case I said Me too after driving 12 hours to get here so can I just rebook. I was told no and that if I go through the website and do it that she wont accept it since I cant take no for an answer, hung up on me and blocked me. I called the corporate office explained what happened and reported her and demanded a refund. They apologized and said Ill hear from them soon. 2 weeks later ** told *** eventually receive a partial refund. I got scammed & website still shows hotel!

  Business Response

  Date: 12/12/2023

  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 have the guest reach out to the hotel directly and clsoe the case with Sonesta.

• Initial Complaint

  Date:12/04/2023

  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 booked a stay at Sonesta Downtown ******** for Dec. 2, 2023 to Dec. 3, 2023. I booked through a third party site, Perks at Work. When checking in for my stay, I was told they needed my card for the security deposit. They made no mention of additional charges on my card, yet they charged $72.33 to my card. I called into the hotel to inquire why, and they said part of this is for the security deposit which would drop off, but $22 of it was valid, as this was their destination booking fee. I told them this is unacceptable, nobody told me my card would be charged for a third party booking fee. The customer service rep that I spoke with then told me that they have strict check-in procedures, so yes I was told. I am not sure how this customer service representative could possibly know the conversation I had at check-in, and I again advised this was an unacceptable charge, that you cannot just charge someones card without advising them of the fees. He insisted I had to of been told and the only thing he could offer to remedy the situation was to send a copy of the terms and conditions. Again, NOTHING was provided to me at the point of sale, no mention of charges beyond the security deposit.

  Business Response

  Date: 12/05/2023

  Guest has been refunded and notified.  Please close the case.

  ****
  

• Initial Complaint

  Date:12/02/2023

  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.

  Timeline of events:Location: Sonesta ****** Date: October 12, 2023 Timeline:12:20 PM I check out of the Sonesta ******.12:25 PM I notify the hotel staff that my AirPods Pro which were stolen days prior are now showing up on Apple's find my app. The security guard asks me to take a seat at the restaurant and we initiate the report.The hotel starts investigating the theft, speaking to cleaners.1:40 PM Security tells me that we must go floor to floor and ping the headphones using the Find My app. 1:51 PM The Find My app detects the stolen AirPods.1:53 PM Hotel Security retrieves my AirPods Pro from the personal handbag of the employee.3:36 PM, *************************, Director of Operations, offers me a discounted rate on a night's stay.I tell **************** would still like to make a police report, on the recommendation of Hotel Security. She insists that she calls on my behalf. A reservation paid in full is made online for the subsequent day.A police report is made, CCTV will demonstrate I left the hotel restaurant within one minute of finishing my police report. 11:00 PM I return to the hotel. I are told by the manager that they have instructions from ************************* not to let me check in. I am subsequently denied a room. Hotel staff calls ******* and puts her on speaker. I record the conversation. She states that I spent several hours with hotel security resolving the theft, and that this process was disruptive to other guests, and on that basis I was to be denied a room. I have yet to be refunded for that night.

  Business Response

  Date: 12/05/2023

  This is in the hand sof our legal and claims department.  We cannot comment further.  The guest should be aware of this.

  Please close the case.

   

  ****

   

   

  Customer Answer

  Date: 12/06/2023

  The Sonesta's response is false. The theft of my Airpods had been discussed with their legal department, this matter, which is entirely separate and apart from the matter of the stolen Airpods by Sonesta employees, is not in the hands of their legal and claims department. Never have I dealt with such a dishonest company.

  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,

  Max

   

   

  Business Response

  Date: 12/18/2023

  Please close the case the guest is in touch with our legal department and we will not comment furhter to the BBB.

• Initial Complaint

  Date:11/16/2023

  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 in Andover and had nothing but cockroaches all over the room the management refused to discuss the bill and told me to leave the hotel and and I probably "brought them with me" 11/10/23 and 11/11/23. We had the problem 11/11/23

  Business Response

  Date: 11/20/2023

  The hotel sent an apology letter to the guest and adjusted one night room and tax charges of the bill.
  The room was inspected by Ecolab the day after the guest`s departure and no cockroach activity were noted during the inspection.
  Please close the case.