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:11/07/2023

  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.

  Sonesta canceled the trip a month ago saying the boat couldnt make it This caused me to lose a night in ***** at the ************** norefunable of about 700$As well as about 1400$ in air Egypt reservations They have been a pain to work with to try to get my refund and yet I still dont have one

  Business Response

  Date: 11/07/2023

  The customer is not a customer of ours.  This customer is a customer of the independently owned and operated hotel (ship), which hotel(ship) 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.

• Initial Complaint

  Date:10/28/2023

  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.

  The Sonesta Select hotel in Danvers ************* not only overcharged me but they also mistreated my family and I and basically bullied us We need the money refunded immediately

  Business Response

  Date: 10/31/2023

  Our hotel has been in contact with this guest (who was registered under *********************) many times over the past 3 days directly, as well as multiple times via Sonesta *************.    The General Manager called the guest again yesterday 3 times and left 2 voicemails (with no response).
  

  This guest stayed at our hotel from 10/21/23-10/27/23 under 3 separate (but consecutive) reservations.
  
  She informed the front desk that she wished to extend her stay through Friday night.   However, she shared that she was homeless and could not afford the $429 rate that we were selling.  She asked if she could work at the hotel in lieu of paying for the room.    The front desk politely explained that we cannot make such arrangements and she would need to secure payment to extend her stay.  
  
  Regarding some billing complaints that she made via customer care claiming that the hotel double charged her for her stay, I explained my understanding of what I believe she was referring to.    There was no issue with the first two reservations 10/21-10/23 and 10/23-10/25.   The issue, as I understand it, related to the 3rd reservation 10/25-10/27.   Upon check in, she presented a ************* Gift Card/Credit ***************** ********* obtained $312.76 pre-authorization on this card.   The guest later requested to change the method of payment to an ** card.   ********* released the authorization on the **** card and placed a new authorization on the ** card.  
  
  Credit Card authorization releases normally take approximately 3-5 business days after checkout before funds are available again on the card.  Special types of cards (i.e., Gift Card-Credit Cards) may take longer for the issuing bank to return the funds to the card).  I expect the delay in receiving these funds is the source of this guests claim of being double charged. 
  
  All details above were shared with this guest and with Sonesta ************* multiple times, including yesterday.    
  
  The general manager will follow up once again with this guest via email to offer assistance should they have any outstanding questions.   

  Please close the case.
  

  Customer Answer

  Date: 10/31/2023

  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 ******************************* general manager is incorrect.  I did not present a *********** gift card. Payment was made by a friend and then me on the 25th with my AMEX. The funds totalling ****** have been processed by my cars company with no indication of a refund.  If it had been on hold, it would not have been subtracted from my balance.  I don't appreciate the general managers version of what actually happened. Not only did they not use a **** Gift card, but charged 2 times for  the 25th since it was already paid 
  
  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,

  Faith

   

   

  Business Response

  Date: 11/01/2023

  As indicated in the previous response the guest should reach out to the general manager at the property, *********************, for further clarification on the events that took place.  Please close the case.

  Customer Answer

  Date: 11/02/2023

  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. 

  I have emailed the manager and I have yet to get a response. The managers statement that I used a GOFUNDME **** gift card is not accurate. Also, payment was made by another party on October 25th and I was also charged

   
  
  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,

  Faith

   

   

• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising 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 booked a room because I was traveling through for work. I got there and room 105 was awful. The carpet was filthy, the covers had cigarette burned holes in them, the furniture cushions had burned holes in them. I called and asked to be moved. The front desk lady moved me to 108 which was even worse. Holes all throughout covers, paint chipping off of the wall, the carpet was filthy. So I called the front desk about 7-9 times. She repeatedly picked up the phone and hung it up. After not being able to get a hold of her we left because I had already gone to the office one time to get another key. I left keys in both rooms. I always leave the key in the room where I stay. I called the front office from Sunday-Thursday. One employee said she would ensure I got a refund. ************** the very rude owner said he wasnt giving me a refund and there was nothing I could do. His employees know that those rooms are awful yet he is ripping ppl off charging $110 for a room that a homeless person wouldnt even want to sleep in. Very unsanitary. The hotel Americas Best Value Inn should be shut down for health concerns. Room 105 and 108 should be condemned until repairs can be made. *** contacted MS ********** of health and they had me reach out to the hotel headquarters. Because it is privately owned their hand are tied. There should be some regulations for ALL hotels to follow. Clearly **************** ********** ** location is not up to standards. I am asking for a full refund and for someone to go and evaluate rooms 105 and 108 expeditiously. The covers are pulled back to show. *** contacted Chamber of Commerce in Batesville as well.

  Business Response

  Date: 10/19/2023

  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 close the case with Sonesta.

  Customer Answer

  Date: 10/19/2023

  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,

  ********

  If youare able to provide the BBB with the contact information of who regulates ****************** that is under Sonesta's umbrella the case should not be closed. I called "redline" and they refered me to Sonesta. I keep getting the run around as if this hotel is being illegally operated. Why can't anyone help me? I have contact the MS ********** of ************* Health as well as the Health **********. 

   

  Business Response

  Date: 10/20/2023

  Again this hotel is owned independently and operates as a franchise.  The guest should reaach out to the hotel and ask the hotel for ownership information to help with the issue.  Please close the case.

• Initial Complaint

  Date:10/18/2023

  Type:Billing 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 need assistance in correcting this receipt for charges of hotel stay. I have contacted the hotel directly, Sonesta customer service, and parent company, Service Property Trust, with no help. I am told the manager, ***************************, is on vacation and no one else can assist. This cannot be. The receipt needs to show actual charges of $187.00 and tax from 10/01/2023 to 10/13/20223. Not a room charge of $330.00 and $187 totaling $517 for 10/11/2023. Also the tax being credited back is not right since I was only at the hotel for a total of 27 nights and not the 30 required by *******.

  Business Response

  Date: 10/18/2023

  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 close the case with Sonesta and have the customer reach out to the ownership of the hotel.

  Customer Answer

  Date: 10/18/2023

  [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:10/06/2023

  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.

  On October 1st 2023 My family and myself which consist of 4 little girls ages 12yrs, 7yrs, and twins 5yrs checked into a ********** at Sonesta Suites in ***** **. The evening of our check in the front desk clerk provided above and beyond service and as a local electronics business owner our family wanted to reward that service so we were able to gift her a Apple MacBook laptop no longer being used in our household. We stayed 1 night in a smaller studio and the next morning decided to upgrade to the 2 bedroom master suite. Another young lady at the front desk helped us for the upgrade. The following evening we received several calls to the room and the clerk twice said it was her mistake and at 2am we were awoken again by a frantic clerk at the front desk who immediately handed the phone to a complete stranger who was not related to us at all, we could hear the gentlemen telling the clerk to stop connecting him to our room because it was the wrong room then she got back on the phone and said nothing but hung up. At this point I felt the safety and security of my family was at risk so I removed my family from the room at 2:30am and escorted them to our vehicle and I proceeded to the front desk. When I arrived at the front desk the frantic clerk stated that she was confused at was having problems with another unit and not to worry. Still concerned but optionless at 3:00am i escorted my family back to our suite where we couldn't sleep at all with my children scared and confused. At 3:10am I got 2 $100 pre authorization attempts to my CC file and my card was red flagged due to these attempts. The next morning at approx 8 or 9am I proceeded to the front desk to address the attempted charges to my CC although our room and folio were at a 0 balance. When I arrived I asked for the manager who came over and asked for my room number and after I gave him the room number he stated to me that he didn't want to hear anything from me due to front desk calling him and leave or he would call cops

  Business Response

  Date: 10/09/2023

  Customer was asked to leave the hotel last weekend after aggressive behavior toward the auditor and also with GM and shouting a racist slur to the auditor.  Sonesta does not tolerate this behaviour.  Please close the case.

  Customer Answer

  Date: 10/09/2023

  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,

  ********

  As stated by the front office clerk this was a case of mistaken Identity. I was at this location with my family and I have never demonstrated such immature behavior. As recorded on both my calls to customer service calls the staff admitted to the mistake and I have several witnesses to substantiate my claim. In addition to this the property manager admitted to reacting towards me before speaking to the front desk clerk. I am formally requesting video and audio from this occurrence. As a district manager in retail for ******************************************************************************** my career to place myself in front of any or if possible all cameras so the footage can act as evidence. I never cursed or even approached any staff during my stay nor did I have any reason to address any staff or other guest in this manner. If Sonesta can not prove these allegations with hard evidence I will bring my witnesses and evidence forward and proceed with legal counsel. 

  Review all audio between myself and staff.

  This is a case of retaliation by the front desk clerk and management because I did not gift all with laptops only one was available to give.

   

• Initial Complaint

  Date:10/05/2023

  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.

  My husband and I reserved a room at Americas Best Value **************************** *******, a Sonesta franchised property, on July 27, 2023. Upon arriving at the hotel around 11:00 PM, the hotel clerk told us that it would take a few minutes to process our reservation. As we waited in the parking lot, we observed what appeared to be drug trafficking activities. Our suspicions were subsequently confirmed by the attached police blotters, which show that on July *****, the same period of our intended stay, law enforcement officers were summoned to this hotel on six separate occasions, including at 10:42 AM to respond to a report of used hypodermic needles in one of the rooms. We were notified by the clerk that our room was ready and given a key to room 302. I opened the door to the room and turned on the light. As I stood in the doorway, I immediately noticed that the bed had obviously been slept in and had no top sheet, blanket or other covering. The flooring was worn and broken and looked dirty. I also detected a foul odor coming from the room. Judging from the attached verified reviews, I believe that this odor was from a rodent infestation. I immediately shut the door and went back to the front desk to turn in my key and demand my money back. Although the clerk offered us another room, given the obvious criminal activities taking place outside the door, which I pointed out to the clerk, we decided that it would not be safe to stay in any of the rooms of this hotel. When the clerk refused to refund our money, we left. We ended up having to drive to ******* to find a clean and safe hotel room for the night. The next day I telephoned *********************, the hotel manager, to discuss our concerns and request a refund. I never heard from her again, despite calling and leaving messages for her on July 30 and 31. I also filed complaints with Sonesta, who not only failed to address the deplorable conditions we encountered at this hotel, but refused to issue a refund.

  Business Response

  Date: 10/06/2023

  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 close the case with Sonesta.

  Customer Answer

  Date: 10/06/2023

  Sonesta has disclaimed any responsibility for the atrocious conditions we encountered at Americas Best Inn & Suites Jackson because it is associated with this hotel through a franchise agreement only.  I respectfully disagree with Sonesta's position. The terms of Sonesta's franchise agreement with this franchisee most certainly include requirements that the franchisee maintain certain minimal health and safety standards in order to operate as a Sonesta-**************.  Through my previous correspondence, I have made Sonesta aware that the room offered to my husband and I on July 27, 2023 did not met these standards and that in maintaining its property in this manner, the franchisee was most likely in violation of its franchise agreement. Sonesta is also aware that my attempts to resolve this matter directly with *********************, the hotel manager, have been fruitless.  To wash its hands of this matter without recourse does not say much for the integrity of this company, which promises on its Website to offer "convenient, affordable accommodations and friendly staff across its eight brands and ********** American locations."  *********************************************** I call upon Sonesta to enforce the terms of its franchise agreement and direct this hotel to make good on Americas Best Value Inn and Suites' promise to deliver "what every guest wants: comfort and convenience at the best price." **********************************************************;

  Business Response

  Date: 10/10/2023

  Once again, 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.  The customer should open a case with the owners of the establishment.

  Customer Answer

  Date: 10/12/2023

  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 # ********.

  While I am certain the franchise agreement between Sonesta and the operator of ******** Best Inn and Suites ******* includes multiple provisions insulating Sonesta from liability for the actions of its franchisee, it is also certain that this agreement contains provisions establishing minimum standards for ensuring the comfort and safety of its guests as a condition for operating a Sonesta-branded hotel.  In fact, Sonesta prominently advertises on its Website that "We take pride in delivering what every guest wants: comfort and convenience at the best price."  In making these assurances, Sonesta has created an expectation that when booking a room in one of its branded hotels, guests may expect to be provided safe and sanitary accommodations.  In this case, nothing could be further from the truth.  The room we were offered was dirty and smelly.  Drug trafficking was taking place right outside the door.  Moreover, the **** operator has been completely unresponsive to our complaint.  But instead of standing behind its brand and offering a resolution, Sonesta has chosen to pass the buck back to its franchisee. 

  Absent the immediate issuance of a refund, I plan to pursue legal options to recover the money I paid for this deplorable hotel room. I suggest you forward my complaint to legal counsel.  

  Regards,

  *********

   

   

• Initial Complaint

  Date:09/29/2023

  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 never refunded my deposit for a weeks stay back in June and they keep telling me there's nothing they can do because it shows released on their end. However, my bank has never received the funds. As a result my checking account has been closed and sent to collections.

  Business Response

  Date: 10/02/2023

  Please let us know which SOnesta hotel this is about.  If you used a debit card then the amount was held until check out then released.  It was never charged just held.  If you used a credit card the same thing.  Call your bank and check what Sonesta actually charged and what was held and released.  The deposit is never charges it is just held and released.

• Initial Complaint

  Date:09/28/2023

  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.

  The personnel at this hotel is very very unprofessional! I booked a stay and wanted to extend and I was not understanding the policy but I spoke to the clerk *** and she initially was very helpful however upon calling back to make sure that everything was solidified only to find that everything she had told me was not true! There were other people who was at the hotel who told me of her behavior and I said no I had no problem w her however I soon found out that what they were saying is true this girl has a problem! Even maybe a mental issue that needs to be dealt with outside of the hotel! This girl and her manager takes bribes , marijuana for stays and cuffs money on the side . These are things that are unacceptable and they are ugly to consumers for absolutely no reason. My stay was ok minus the bug in my room and even that I was able to get past but if u want you have any other questions regarding stay reservation or otherwise do not even attempt to ask anyone at the desk bc as I was told by management I hate to repeat myself! Like what!? Im a consumer spending my hard earned money and they should have to answer questions asked even if it means repeating! I wouldnt stay here at this property again unless the staff at the desk is changed! There was a man who checked me in with a Jamaican accent who was very nice welcoming and mature enough to know that his job was in customer service and he did that! Please this hotel needs to fire DOM AND THE DIRECT MANAGEMENT bc she displayed no type of leadership and has no control over how the patrons are treated its disgusting! My simple question was could I extend my stay and keep the same card on file for my incidentals which the hood was already on my card for the indidentals! Once they explained I understood policy I didnt understand why the incidentals fee that was already on hold on my card still stand to extend, this is a weird policy so because of this they would have to take an additional incidental fee when I would have extended at the same hotel same card??? Made no sense to me .No matter the policy people in customer service need to understand that their job is to be kind courteous and knowledgeable and that means even in frustration! Fire them! If a consumer is booked and want to extend they should be able to keep the same incidental fee that is alrdy ON HOLD! Regardless of who its booked through!it is still in any event of incidentals.

  Business Response

  Date: 09/29/2023

  Please let us know which of our 250+  hotels this is about

• Initial Complaint

  Date:09/14/2023

  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.

  Through Travelocity I booked a two-night stay with this hotel from sep 9th to the 11th come the 10th my 4 year old autistic child is not liking being away from home so I went and asked the front desk if there would be any penalties for me checking out a day early she said no all you have to do is bring me up your key card and you are good to go so that is exactly what I did about 9:00 am on the 10th I had pulled ** in front of the hotel walked in waited in line there was two other guests in front of me that were checking out who neither got receipts so I just assumed it was emailed to you and the lady had asked me so you are checking out and I said yes I am here is my key card and which I returned the key card in the envelope with my room number on it that they gave me and she said okay thank you you are good to go have a nice day for me to get back home and try to deal with this 3 days in a row the Hotel had charged me 145 and 53 cents for the first day on the 9th then charge to me another $140.34 for the 10th and then the 13th I wake up to a negative balance and I am charged $285.87 plus the $75 holds that were not taking off which was supposed to be $75 for incidentals per night. Been in contact with Travelocity and the hotel plus their customer escalation all which resulted in nothing and the manager at the hotel stating I will not get my money back cuz there's no proof that I checked out claim that she was standing there when I spoke with the woman in the front desk when no she was not and claimed they don't have cameras to check to see if I actually checked out and even if I am telling the truth there is no way for them to know what room I was in because I did not stay away and get a receipt which again was a lie because I handed them the key card in the envelope with my room number on it for a room 119 so all in all I was charged $721.74 for one night stay at a crappy Hotel and they are refusing to give me my money back that is their final decision.

  Business Response

  Date: 09/15/2023

  This guest did come to the desk this past weekend and inquired about checking out early.  She was advised that she could do so IF she checked out by 11 am.  She never came back to the desk after this to advise that she was indeed going to check out, so she was not checked out.  Her card was authorized the amount of the room and tax plus the $75.00 incidental hold upon arrival as per hotel policy, which she acknowledged on her registration card.  Upon check out she was billed the two nights room and tax per the reservation. 
  
  I was at the front desk myself during this interaction, and this guest never returned after the initial interaction.  When she called customer service yesterday, she stated as much.  Both the guest and Expedia (Travelocity) were advised on Monday that she would not be refunded the additional night as she did not advise us that she was indeed checking out.  The guest does also acknowledge that any pending charges may take **** days to clear after checkout depending on the guests bank when signing the registration card at check in.
  
  In addition, the rate that the guest booked was discounted based on length of stay and non-refundable, we were willing to do this as a courtesy, if the guest checked out by 11 am, which she did not.

  Thank you,
  
  *************************;
  General Manager

  Customer Answer

  Date: 09/15/2023

  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
  I attached a word document saying what needs to be said the lies from this manager are insane there was only one women at the des when I asked and one woman when I check out was the same one both times guess I'll eat the loss either way cuz big corporations always win with lies
  Regards,

  *********

   

   

  Business Response

  Date: 09/18/2023

  the hotel has refunded $140.34 for the second night and she should see the credit within a few days depending on her bank.

• Initial Complaint

  Date:09/11/2023

  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.

  Im a former resident of this property; *** reached out multiple times to both the property and the two phone numbers listed to use on the resident portal about claiming my move-out refund, ** told to reach out to the property manager, who Ive already spoken to, who told me once he heard back from corporate, hed call. That was over a week ago. Im owed a total of 1385.00(300 of which is the move-in deposit). Ive reached out to everyone I can think of, from Sonesta ***************** to what I thought was corporate through email and have gotten no responses. Ive texted/called both phone numbers listed in the resident login portal and been blown off several times. I just want my refund Im told Im due, and a way to have it sent to me, and the process of even talking to someone about how to get it is obnoxiously complicated and difficult.

  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.