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 Simply Suites Chicago Naperville

  27 W. 300 Warrenville Rd Warrenville, IL 60555

• 

  Sonesta Select Las Vegas Summerlin

  1901 N Rainbow Blvd Las Vegas, NV 89108

• 

  Sonesta Select Milwaukee Brookfield

  16865 W Bluemound Rd Brookfield, WI 53005

• 

  Sonesta Charlotte Executive Park

  5700 West Park Dr Charlotte, NC 28217

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:07/04/2023

  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 booked a one night stay at Sonesta ************************ from 6/24-6/25. I booked through Priceline which details the hotel fees as $12 overnight parking and nothing else. Upon checking in I was asked for my credit card for incidentals and asked if I needed parking which I confirmed. I understood the card as being required for any damages or use of items from mini bar. I only used parking so anticipated a $12 charge to appear on my card. Upon arriving home and looking over my credit card statement the following week I saw that I was charged $32.27 which was perplexing. I tried to email the hotel to request more information but never got an answer to my question. I called the reservation line and was told there was a destination fee of $28 but she didnt tell me what that encompasses. I was not told about this charge upon making the reservation nor upon check in. I searched for more information and found a notice on their website that they are charging $28 destination fee for pool and fitness center access. I did not utilize either. They also said the fee was for free coffee/tea in lobby but there was none. The fee also includes WiFi which they advertise as FREE in their amenities description. This was not disclosed at any time unless you booked through their own website and read through the whole site, it was never discussed at check in. A reputable hotel shouldnt try to sneak charges in if they are indeed legitimate & they should definitely advertise the charges completely versus describing them as hotel amenities or free.

  Customer Answer

  Date: 07/15/2023

  [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:07/04/2023

  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.

  Stayed ***** June 2023 at Sonesta ************** Wuawatosa No cleaning of the room, no change of towels, no garbage take out. Every day we ask for it at reception, but didnt work.Will like reembursment.

  Business Response

  Date: 07/17/2023

  We sent an email to the guest and honored their request for a refund.

  Please close the case.

• Initial Complaint

  Date:06/30/2023

  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.

  June ***** I booked a hotel and once I arrived I noticed the room was dirty and unsanitary. I called the front desk and advised them. General manager came to take a look and denied the room was dirty when in fact I showed him it was. Next day, Leaving the hotel room, the door handle came off, trapping us in the room. No one ever came to fix it. We were denied clean towels and were accused of lying. The room next to us was filled with 30 people and someone stole our food delivery. We were forced to leave the property early. They are denying my refund request or any compensations.

  Business Response

  Date: 07/05/2023

  Which of our 250+ hotels is this about?

  I am not sure what the ***** Release means?
  

• Initial Complaint

  Date:06/29/2023

  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.

  Please see the attached documents, beginning with the letter named: '6.23.23 - BBB SONESTA ES SUITES SAN'.

  Business Response

  Date: 07/17/2023

  Guest was given a full refund.  We called and left a message and did not hear back.  Please close the case.

• Initial Complaint

  Date:06/23/2023

  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 at this establishment: June *****, 2023 Amount Paid: I didn't receive a check out statement, but my credit card was charged: $944 My dispute with this establishment is they refused to adjust the charges after their establishment caused us stress and discomfort during our stay.I am writing to express my disappointment and frustration with our recent stay at your establishment. As a paying customer, I expected to receive a certain level of service and unfortunately, my expectations were not met. I experienced significant issues during my stay that greatly impacted my overall experience. I would like to your attention the issues that I faced at your hotel.1). In Room **** (the 1st room we were assigned to 6/15). I slipped at fell in the slippery bathtub. There was no phone in the hotel to notify the front desk that evening. I notified the front desk the next morning. The manager and the front desk clerk (*****) were made aware. The clerk stated that they would have someone go look to see what could be done. No-one ever went to look. On Saturday 6/17 we were locked out of our room until nearly midnight. We notified the front desk clerk that our keys did not work at approximately 9 pm and none of the keys she had worked either. The manager (*****) tried and eventually got the door to open and changed our room to 911. After getting our belongings together to moved to room 911 we walked into that room and it had a strong odor like cigarette smoke!!! It was TERRIBLE. WE go to the front office again and they move us to room 611. This room is not as smelly but the restroom door in this room was swollen and would not close. We had no privacy. We couldn't close the door to shower or while on the potty and to top things off we had to sit on the commode sideways because the door would not open all the way to allow sitting on the commode naturally. After speaking with ***** and ****** who said his name was **** they refused us any kind of discount for our inconvenience. After all this trouble we were asking for a discount not a free stay. WE are disputing the full charge of this stay.Thank you for you attention and assistance in this matter.

  Business Response

  Date: 06/27/2023

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

• Initial Complaint

  Date:06/23/2023

  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 booked a hotel room through booking.com. Based off of the room description I felt it was a great hotel for my stay. I had placed a special request for a room on the upper floor. The terms were clear that if I could not get my request made I could cancel for a full refund up until midnight the day of check in. I received a confirmation email from the hotel saying they could meet my request. So I did not cancel and find lodging elsewhere. They waited until I arrived at check in to tell me they would no longer be meeting my special request and that it was too late to cancel for a refund. I attempted to contact customer service with booking.com and the hotel manager to get this resolved. Due to the incorrect room description and bait and switch with my room I believe I am due partial compensation for my stay. Had they been honest about special requests and correctly advertised their room I would not have booked with them.

  Business Response

  Date: 06/29/2023

  The hotel's general manager spoke to *******************************. He listened to her issues she reported and came to a conclusion that her expectations of what was relayed to her was not met. He offered her **** Sonesta points but she declined.At this point, the hotel is refunding 50% of her stay. She stayed for 1 night.The hotel will issue partial amount to her card and she is made aware of it.She acknowledged positively for our action to get it resolved and will continue to stay in the future.

  Customer Answer

  Date: 07/01/2023

  [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 50% refund 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:06/21/2023

  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.

  My husband and I stayed at the Royal Sonesta in *********** last month. We paid the room deposit fee of 100+ dollars and told ************* be refunded upon check-out. We have yet to receive our room deposit. I have called the hotel multiple times and extended message trying to speak with someone frol.billing but have not been called back or been able to speak with anyone.

  Customer Answer

  Date: 07/02/2023

  [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:06/21/2023

  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.

  6/13/2023 I paid ****** to Sonesta I selected the method to pay at hotel, but was soon called by a rep stating she was running my card than to be able to provide a room. I was supposed to have a 3 night stay with my children and when I entered the room I was met with filth. There was hair on the toilet seat, there was blood under the mattress which led me to believe there was bed bugs, it was also a metro health sleep lab which was not stated when booking. I asked the manager for a refund because I was not happy, she refused a refund and said they could move me to another room. I didnt want to stay in the building at all. Not a close one not that building because they were probably all infested. They said that they would refund me 2 nights and charge me for 1 night. Im still not happy with that resolution! Why should I be charged any nights when I was there for no less than 15 minutes. I have emailed Sonesta along with calling only to be told that I would receive an email. Which has not yet happened. The manager was very rude about the whole situation. Like I was in the wrong for advocating for me and my children. What a terrible experience!

  Business Response

  Date: 06/22/2023

  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; the guest should reach out to the hotel directly or to the owner of the property.

   

• Initial Complaint

  Date:06/20/2023

  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 stayed at the Sonesta hotel in Burlington Vt 6/4 to 6/6. Our initial room had a romp on and used deodorant container at door and furniture was in disarray- smelled like smoke. We were moved to another room which had old Easter candy behind curtains and a constantly running toilet . This room also smelled like smoke but we didnt say anything figuring the whole place did. There were occupants walking around grounds all night - talking on cellphones etc - which as a senior citizen I found disconcerting . We stayed and paid for a pet friendly room and unfortunately the grounds were littered with cigarette butts which my dog was trying to eat. My husband picked up the butts around our door and threw in the trash can in the room. We checked out as planned from this dismal hotel - pd our bill and went home. Unbelievably the next day we noted on computer that we had been charged a $250 room charge which we were never notified of. Upon calling I was told it was a smoking fee as our room smelled like smoke. I explained the whole place and both rooms we were in smelled like smoke I also explained butts in trash. As the desk clerk could care less I asked to speak to the manager ************************* and was told on 2 occasions she was in a meeting and on 3rd call told she had gone to lunch - she never returned any of my calls. Hating that I was being ignored I filed a complaint with ************************* at the corporate office complaint claim number ********. I waited 10 days with no response and then called her to check complaint status x4 only to leave messages for her to call me which she has not. Apparently Sonesta prefers to deal with their customers by ignoring them and hoping theyll go away. I explained to ***** that we absolutely did not smoke in that room and that 250 fee is outright stealing. My husband and I are seniors on a limited budget and that is a huge financial hit for us. Please help me hold Sonesta accountable and get my money back ***********************

  Business Response

  Date: 06/21/2023

  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 ask the guest to contact the property directly.

  Customer Answer

  Date: 06/21/2023

  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:06/20/2023

  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 checked in 6/16 and checked out 6/18. I paid for two separate rooms and incidentals. Total should have been $945. When I checked out this hotel located **************************************************************************** charged my card an additional $545. I spoke to the hotel supervisor and she confirmed that they accidently charged my card twice $272 and she was on thr phone with the credit card company trying to get this resolved. I was crying and vetry emotional because this hotel took my gas/food/bill money and I live 8 hours away. I spent fathers day crying and calling around to borrow money. I cannot describe the amout of stress this hotel caused me on top of the phone in my senior fathers room not working. The supervisor ***** said he would get the phone fixed but they did nothing and he was very rude when I expressed that my dad needs to have a working phone in his room due to his health issues. The supervisor has not called me back and did not want to talk to.me when I called. **************** is her name She did not get on the phone instead she passed a message to the front desk rep who answered and told me she cant come to the phone and they are working on it. Due to the stress of not being able to have funds to make it home 8 hours away and taking money I was going to use for a very important doctor *********** at the **************** I first want mt money back I was over charged ($545) and the cost of the two rooms I paid for at this horrible hotel ($745)

  Business Response

  Date: 06/20/2023

  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.