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 Select Boston Foxborough Mansfield

  35 Foxboro Blvd Foxboro, MA 02035-2881

• 

  Sonesta Select Las Vegas Summerlin

  1901 N Rainbow Blvd Las Vegas, NV 89108

• 

  Sonesta Select Indianapolis Carmel

  37 W 103rd St Carmel, IN 46290

• 

  Sonesta ES Suites Charlotte Arrowood

  7925 Forest Pine Dr Charlotte, NC 28273

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:09/08/2023

  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.

  My beloved dog *****, had very extensive serious surgery and had staple and stitches the entire length of torso.had to pinck her up the morning of September 7. I live on second floor and *** said to avoid having her going up and down stairs. a person I know said the rooms were nice and people were nice and so I called to as if I could check in early for her to rest. I paid online for a one bedroom suite. They charged me $196.00 and at check in the charged $100 deposit. I went to room and we relaxed as much as we could. I ran into a girl whose grandmother is a onchology nurse I know from the hospital. She asked me to keep an eye on 4 month old grandson and I did. While sitting on the bed changing the baby on the bed, my phone fell on floor. I had to move the nightstand out and I reached down to get it. About 30 minutes later I walked in room to find my dog with a bunch of chocolate all over her. She was getting it from behind the bed. I pulled mattress out to find all sorts of junk trash and a ton of Easter chocolates. The clearly dont clean. That could kill a dog. Any ways I called and told them . My room phone rang and manager girl said she was looking for the brass ladies and talked a bunch of c*** on the people in other rooms. At 10pm there was a loud banging on my door. It was security and a worker telling me to get out. I went to the front desk where I had just been buying snacks and getting dog treats and asked why? The girl at desk said it was because I knew the people in a different room that they had asked to leave after being there quite some time. I asked what does it matter if I know somebody. I know a lot of people. She could give me no answer. I said fine Ill go after they refund my $300 they took from me. She said no. I asked for paperwork that they were throwing me out with my sick dog at 10 pm at night for knowing people they asked to leave.

  Business Response

  Date: 09/11/2023

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

   

  Thank you

• Initial Complaint

  Date:09/08/2023

  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 was disgusted when I pulled into the parking lot and saw beer cans thrown around. We were supposed to stay 5 nights but when I saw the appearance of the hotel it disgusted me, and I changed it to a 1 night stay. I did not have a phone in my room or internet. They claimed to have a stove and it didn't even work. The people that hung around the place were of questionable character. It was loud at night and people hung out in the lobby with the workers as if it was a party place. The hallways were dirty and the carpeting looked like people had puked on it or urinated on it. I saw many single women check in, meet with a man, then leave shortly afterwards. It looked like a hotel where transients and homeless people are put up! I went into the bathroom at 2am and there was a *****! I will never stay at another Sonesta Simply Suites after having this experience. NO PHONE, NO INTERNET, DIRTY AND C*** ROACHES IS UNACCEPABLE! I would like a full refund for this one night nightmare. I would have left after seeing the c*** ***** but not at that ungodly hour.

  Business Response

  Date: 09/11/2023

  Whihc of our 250+ hotels is this about?

• Initial Complaint

  Date:08/28/2023

  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.

  I was double charged by the hotel chain "Sonesta" Exec Pk, ********* **. I have made numerous attempts to resolve this via phone...to no avail.I have been placed on hold in excess of 10 mins a few times. Told I would recieve a return call while never happened. I need them to return $301.49. Which represents nearly half of my SS pymt....asap

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I stayed at Sonesta ES Suites Andover Boston over the weekend of August 18, 2023 and from the start it was a miserable experience. Between checking us in and charging us the wrong amount to then later on that night having no record of our check in and then charging us again to THEN receiving the wrong room (we reserved a king and were given a room with two full size beds) and then the front desk staff trying to tell us this was an upgrade from what we reserved. We were then switched to a different room the next day and upon our departure alerted the front desk staff about the two charges and how unhappy we were regarding the check in and first night were were there. We were told the charges were being released and that we would hear from a manager the next day (this past Monday, August 21, 2023). Fast forward to today (August 25, 2023) and we have had no contact from the manager and both charges have cleared through my account. We have stayed at this hotel in the past and returned because we enjoyed our stay but we will never stay there again. Absolutely ridiculous. Their customer service is awful. I've now had to put in a dispute with my bank for the extra charges.

  Business Response

  Date: 08/28/2023

  Dear *************************,
  
  I hope this message finds you well. On behalf of our entire team , I want to extend our sincerest apologies for any inconvenience and discomfort your experienced during your recent stay with us at Sonesta ES Andover.

  
  We take great pride in ensuring our guests have a comfortable and enjoyable experience, and it is clear that we fell short of our standards during your visit. Your feedback is valuable to us as it helps us identify areas of improvement.

  
  We have addressed the issues you have experienced with a wrong room type and incorrect billing with the Front Desk team to prevent such situations from occurring in the future.
  To make up for the inconvenience you have encountered , I have refunded in full the charges we processed for room and tax charges for the two nights.
  We truly hope to have the opportunity to welcome you back and provide you with the exceptional experience we are known for.
  
  Once again , we apologize for dissatisfied stay .
  
  Warm Regards,
  
  *********************************

  Customer Answer

  Date: 08/30/2023

  [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:07/25/2023

  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 name is ***********************. I wish the reason for my correspondence was one other than the current one. Although I have had some very good experiences at Sonesta, the current one is nothing near what anyone would call pleasant. I have expressed my concern(s) to the hotel receptionists, ***************** and customer care representatives at the 800 number on two (2) occasions and was given case #*******. I know that the case is being looked into. I would like to follow up with you. Currently, I have no working HVAC in room #***. Although the a/c unit in suite #*** was just installed it does not cool. Due to the fact that the maintenance guy (whom I venture to say is not certified) states it is cooling, all they have done is provide me with a fan. I have sent texts with pictures of the thermostat showing the temperature at 81 - 90 degrees inside my room from 1 am-2 am (while I slept in the tub with cold water). I have attached a picture of the temperature at 10:01 am this morning to this email. On July 22nd, it was so hot I asked them to move me to another room, and they stated they had no rooms. I paid to go to another hotel for the night and ask that they check the ac again. They were told again it was working. I asked reception to come to check. The young man came and stated it was too hot and that he had been informed to tell us to stay in #*** but I was asked for the key because again maintenance states #*** is fine. On July 23rd I had to book a room in the same hotel to get out of the heat. Although they stated they had no rooms to move me to, I could book one online, #***. I will not return to #*** until the ac is fixed and I don't feel I should have to continue to pay out of pocket either. I put a stop payment on my room. I would appreciate your assistance in the resolution of this matter.

  Business Response

  Date: 07/26/2023

  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 close the case with Sonesta.

• Initial Complaint

  Date:07/12/2023

  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 hotel in *** billed me $912.95 for a hotel stay that was quoted at just over $500. I parked for 2 nights, which was $75 a night, and I brought my dog which they charged me $75 a night for. All told the bill should have been just over $800.Instead, I was charged $1096.01 and they refused to refund me the overage. They also billed me for an additional night of parking at $75. All told I was overcharged almost $200.When I called to complain, they refused to listen, talked over me, and told me they couldn't help me. There was no listening going on. Thinking it could have been a language issue, I spoke in spanish to the customer service person, she hung up on me. I am livid. I want my money back.

  Business Response

  Date: 07/17/2023

  We tried to contact the guest multiple times via phone with no luck but We were able to obtain her email address from an old reservation dating to the beginning of year.
  
  The team refunded back one night of parking and the hotel fees for her two night stay.
  
  Total refund of $164.50.

  Please close the case.
  

• Initial Complaint

  Date:07/10/2023

  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.

  To Hotel Management,I am writing to express my disappointment regarding my experience at your hotel. During my check-out on May 21, 2023, I was informed by the front desk that I would receive a $50 deposit refund in my checking account within **** days. However, it has been over a month, and I have not received the refund yet. I have contacted your front desk on multiple occasions (May 30, June 5, June 14, June 28, and July 5) and have spoken to an employee named ***, who has been untruthful about the matter. I have also checked with my bank, and there have been no deposits from Sonesta made to my account. As a senior citizen on a fixed income, this situation is quite frustrating for me, and it is disheartening to see your hotel not honoring its policies. I kindly request that my deposit be processed in my checking account, which was used to secure my hotel room or send me a check. I would appreciate receiving a clear agreement that I can rely on in the future.Thank you for your attention to this matter.Sincerely,******* ***********************

  Business Response

  Date: 07/11/2023

  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 and have the guest reach out to the property directly.

  Customer Answer

  Date: 07/11/2023

  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,

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

  I have re-submitted information from the hotel regarding my itinerary and the dates I stayed and checked out of the hotel.

  Please see the attachments

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

   

   

   

   

  Business Response

  Date: 07/12/2023

  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 close the case and have the guest reach out to the hotel directly.

  Customer Answer

  Date: 07/12/2023

  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 # ********. 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.
  

  Kindly, gentlemen
  
  I've attached the Sonesta Hotel's receipt and the accounting department's billing, which attest to the fact that I did stay there and that my bank account was charged for the stay. I want the Better Business Bureau to look into my concern further. This company might be defrauding clients who are entitled to the hotel policy-mandated return of their room deposit.

  
  Regards,

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

   

   

• Initial Complaint

  Date:07/08/2023

  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.

  On 7/6/23 around 11p I arrived to my room at Sonesta Select ******* Renton and discovered my key was not working properly. I went down to the front desk and told the African American lady (************ believe was her name) and she asked if I had it near my phone and I told her no. She redid the key and I went back upstairs and the key still wasnt working. I went downstairs and ***** had an attitude and said she would check it herself. We both go upstairs and she discovers the key indeed isnt working. She said that she would be back but after 20min she never returned. I went back downstairs to see what was going on and ***** said no one was there to open the door and maintenance had his phone on do not disturb . She said she could move me to another room and someone would be here the next morning at 8a, but I told her not only did I have to be at work the next day at 5a, but my blood pressure medication was also inside the room. ***** replies, you can be late and asked how bad did I really need my blood pressure medication. I was shocked by this. The other employee **** however truly went above and beyond. After hearing what occurred, she helped me for the next hour and a half to get in my room. She went to the next building to try and get help from other employees, the security guard, and even brought back hangers. She googled and YouTubed solutions. She is an exceptional employee. She cares about the well being of the customers and deserves a promotion. Employees like ***** shouldnt be allowed to work in customer service with an attitude like hers. After this occurred, I immediately found a different hotel to go to.

  Business Response

  Date: 07/17/2023

  The hotel is sorry they did not meet your expectations and the general manager has spoken to the employees involved.  We are sorry that you found other accomodations elsewhere.

  We appreciate your comments.

   

• Initial Complaint

  Date:07/07/2023

  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 family became homeless 3 weeks ago and having been paying to stay at the *********** Location on ******************, and the general manager ****** has been awesome and working with us, but I find out today hes on vacation and the assistant general manager **** is in charge, he has been rude and short with me, 1st he tried to tell me we owed over $4000 and after disputing that with him he finds out we owe under $2000, Ive expressed to him my family is homeless and has no where to go and all he has said is either come up with the money or leave by 1pm *** explained I wont have any transportation until 4pm and basically he told me in so many words it not his problem.. I think this is ridiculous when *** spent over $2000 so far to stay here and all I was asking for is one more day to figure things out. Ive been in customer service for over 20 years and I would never treat my guest like this.

  Business Response

  Date: 07/14/2023

  We are sorry about the guests' circumstances however each guest must establish credit.  If a guest is not able to establish credfit we must ask the guest to leave.  The guest should seek assitance from the government for housing.  Please close the case.

   

   

• Initial Complaint

  Date:07/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** Authorities,I am writing to bring to your immediate attention a disturbing incident that occurred last night at your hotel. At approximately 3:30 am, an individual attempted to forcefully enter my hotel room. I find it necessary to report this incident promptly to ensure the safety and security of all guests.The person at the front desk, upon hearing the commotion, responded to the situation after a few attempts. He informed me that they had arranged for someone to check for potential water leakage in my room. When I questioned the front desk staff about the lateness of the hour for such a visit, they admitted forgetting that I was currently occupying that particular room.I am deeply concerned about the lack of proper procedure followed by the front desk receptionist. How can a security guard be dispatched to a room without confirming whether there are any guests present? I have been staying in this room since May 2023, and this oversight is unacceptable.Furthermore, I was taken aback by the front desk staff's response. They shouted their apologies at me, lacking the appropriate sensitivity to the distressing situation. In their own words, they said, "I apologized to you; now, can you please check if there is any water leakage from your washroom or kitchen?" This manner of apology raises questions about the professionalism and customer service standards at your establishment.As a guest who stays alone in this room, accompanied only by my kitten, I cannot express how deeply this incident has affected me. Since the occurrence, I have been unable to sleep with the lights off due to the fear and anxiety it has caused. I implore you to take immediate action to address this matter and assure me of my safety and well-being during my stay at your hotel.I kindly request a prompt response to this report, outlining the steps you will be taking to rectify the security lapse, provide reassurance regarding my safety, and prevent such incidents from happening in the future. I trust that you will handle this matter with the utmost seriousness it deserves.Thank you for your immediate attention to this urgent matter.Sincerely,*************************,Room No - 218,************.

  Business Response

  Date: 07/17/2023

  Which of our 250+ SOnesta hotels is this in reference to?

  Customer Answer

  Date: 07/17/2023

  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. 

  The address for the Hotel I lodged complain is for:

  Sonesta Simply Suites ************
  

  ****************************************************************************;32256904.296.7785

  Booking confirmation no - 60106989

  
  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,

  Hafsa

   

   

  Business Response

  Date: 07/17/2023

  The hotel contacted the guest and apologized to her.  Guest accepted apology.

  Please close the case