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Business Profile

Hotels

Sonesta International Hotels Corporation

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Sonesta International Hotels Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sonesta International Hotels Corporation has 212 locations, listed below.

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    Customer Complaints Summary

    • 273 total complaints in the last 3 years.
    • 112 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We arrived at the Royal Sonesta in *********** ******************************** on February 1st 2023 around 10 am. The bellhop stored our luggage. When we came back to retrieve our our luggage, we could hear what sounded like our luggage and items being dropped, or carelessly handled behind the door of the storage room. He came out, and said he dropped our case of water, so thats what all the noise was. When we got up to our room, we tried to put the handle down on our luggage, but it would not go down. We saw that the handle was severely bent, will no longer retract, and is irreparably damaged. Without the handle, the luggage is useless. We immediately called the front desk. They sent security to our room, so we could file a report. He called down to ask which bellhop assisted us. Both bellhops denied helping us. My husband was asked to come downstairs to point out the bellhop (like it was a police lineup!). Very unprofessional, and embarrassing! We were told that management would contact us. We checked in on a Wednesday, and checked out on Monday morning. We did not receive a single call from management. We called everyday, and even stopped by the front desk. Each time we were told that management, including the general manager, was not available, but they will reach out to us soon. We are still waiting for the issue to be resolved, and are now reaching out to corporate. The luggage which is a Samsonite Ziplite 5 Hardspinner 28 inch model # ****** is valued at $420. I still have the original receipt. I am seeking monetary compensation to replace our luggage.

      Business Response

      Date: 02/08/2023

      The guests suitcase handle was damaged due to mishandling .I have spoken to the guest (***********************) , offered my apologies and agreed to reimburse her for her damaged suitcase . ************** accepted my apology/ offer and thanked me. This is resolved.

      Customer Answer

      Date: 03/02/2023

      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 spoke with the manager at the Royal Sonesta. He said he was issuing a check to cover the damage of my luggage. That check should be delivered within two weeks. It has now been three weeks, and I have yet to receive a check.


      Thank you,
      ***********************

      Business Response

      Date: 03/03/2023

      The check will be cut Monday for overnight Tuesday delivery

    • Initial Complaint

      Date:01/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 accosted by **** the manager at the Sonesta select in the *************** location I also charged my credit card $965 for a smoke detector which is ridiculous when someone called me on this from Sonesta they said they werent seeking that money well they already got paid from my bank which is ridiculous I want my $965 back these people are criminals they dont care anything about the customer they only care about their employees and now when I call they act like Im some crazy person This man literally smashed me up against the wall would not give you my keys to my car told me I would not get them back until I paid $965 for a smoke detector. I want my $965 back.

      Business Response

      Date: 02/02/2023

      Our Hotel Manager, *********************** spoke with ************************************** explaining guest ******** along with emailing her the attached folio detailing the charges incurred during stay.  The room and tax charges totaling $962.39 are for guest use of room during stay, see attached Registration Card and Folio.  ********************* damaged smoke detector in her room on 8/25/22 and admitted doing this to ********************* Assistant General Manager and the fire department.  The claim of hotel processing charges for damages is incorrect, the hotel was unable to process the necessary incidental fees due to credit card declining.  The other items noted regarding ********************* are false.  No refund is warranted.  Please close the case.      

    • Initial Complaint

      Date:01/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Stayed at one of there motels called *********** at **************************************************************** main complaint went to take husband to work came back to have workers in room well before checkout time they bagged my stuff said someone called front desk said we checked out and didn't. Stuff missing from room wall paper peeling off walks mold on ceiling huge pot holes in parking lot prostitution and drug dealing from other tenants residing there husband was propositions by prostitute for a ride and pay with serial favors , it's run down hot tub does not work toilets leaking on floor rude very rude manager older male trashy workers can't tell who works there from who stays there maintenance workers not fixing any of the problems not sure why there even there dangerous to go out of room at night afraid might get mugged or worse. Drug deals being made right out in the open sheriff always there throwing someone out.

      Business Response

      Date: 01/30/2023

      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.

    • Initial Complaint

      Date:01/20/2023

      Type:Product Issues
      Status:
      Answered
      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 prepaid this reservation in full through Hotwire (a 3rd party site). I provided my credit card at check in and was told it was for "incidentals" After I checked out, my card was charged the full amount of $254 that I already paid! Thankfully I always check my charges otherwise I would have lost that money. When I called the front desk apologized and told me they would refund right away. Now I see that my refund was issued it is short approximately $40. I called back and was told it is a destination fee that I was never told about or agreed to pay. Supervisor ******* told me it is built into the reservation (it was not) and they don't tell the guests about it and can't refund. I asked what is to stop the hotel from charging $500 instead of $40 without my consent but had no answer for me. I would like to request a refund of the destination charges or to show me where I signed and agreed to pay this pop up fee on my credit card. In my opinion undeclared charging is an unacceptable practice. Any assistance would be greatly appreciated. *********************************

      Business Response

      Date: 01/20/2023

      Whihc hotel is this in reference to?

    • Initial Complaint

      Date:01/19/2023

      Type:Product Issues
      Status:
      Answered
      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 ES Suites charged my credit card $263.94 for two nights (June 18, 2022) at *************, **. Sonesta ES Suites does not have a facility at *************! Sonesta ES Suites refused to refund the charges for booking a stay where the company has no facility!

      Business Response

      Date: 01/20/2023

      To investigate further we would need you to provide the portion of your credit card statement with the charge on it.

       

      Thank you

    • Initial Complaint

      Date:01/18/2023

      Type:Product Issues
      Status:
      Answered
      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 this hotel online in ********** **. I printed the reservations and total cost of my stay (which differs from the total charged). When I arrived, the suite was nothing as described on the website. I immediately complained to the front desk about how this room had not been cleaned in quite a while. I was assured that something would be done about the suites condition. Note, the sheets were dirty on the beds, the carpet had disgusting stains, the bathroom was unsightly Filthy, the door had been kicked in, and the refrigerator had hair in it. We had to go out and buy Clorox wipes to wipe everything down and use the toilet. Of course, i took pictures. After asking for another room, which i was told they didnt have any available, I had the assistant manager to come to the room to see for herself. We stayed that night as it was late when we checked in. I was promised that the room would be cleaned the next morning by the best housekeeping person on staff. After returning to the room, we found that it had not been cleaned from the time of checkin. I spoke again with the assistant manager, ******, and I was told that she would remove the charges for both nights, as we were leaving the morning of 1/15, yet, i am being charged for much more than the original reservations. I dont understand any of this and I have additional pics if needed. I would like a total refund of my money and returned to my account. This is totally unacceptable.

      Business Response

      Date: 01/18/2023

      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.

    • Initial Complaint

      Date:12/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is a hotel. Ive been without plumbing for 3 days and nothing has been done no accommodation made no follow up no nothing I cant cook because theres no water to wash the dishes I cant shower theres no water I cant use the toilet theres no plumbing yet they have my money

      Business Response

      Date: 12/27/2022

      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.

    • Initial Complaint

      Date:12/08/2022

      Type:Billing Issues
      Status:
      Answered
      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 authorized the charge of $101.69 which includes taxes and fees for my hotel confirmation ********* for 11/26-11/27/2022.When I called the hotel about when the $50 hold fee would be removed and credit back since it was two days after my check out *************************** told me I would only get a portion back because UNAUTHORIZED charges of $32.27 on 11/29/2022.This unauthorized charge of $32.27 needs to be credit back to my account immediately.This was never a signed written agreement notice to me prior or during my stay.I never authorized the $32.27 charges, therefore its illegal for them to charge me two business days after confirmed checkout. By law, all fees and taxes must be included in total charge for hotel reservation statement with confirmation # prior to stay.

      Business Response

      Date: 12/09/2022

      The property has made attempts to resolve this guest and unfortunately has not been able to do so. 

      *************************** booked via a third-party distribution channel. All fees are noted and at times, if the third party opts not to directly line item additional fees, they state the following highlighted:


      Upon arrival, ************************** was told about the nightly Destination Fee of $28 + Taxes, which is the additional fee she refers to. The Destination Fee is assessed nightly and includes items such as admission to the gym, complimentary ************ and tea station in the morning, parking, infused water station throughout the day in the lobby. 

      We certainly appreciate the loyalty of this guest and her choosing to stay with the Sonesta ************************* however, this specific scenario does not warrant a credit to the guest's account. 

      Thank you.  

    • Initial Complaint

      Date:12/02/2022

      Type:Order Issues
      Status:
      Answered
      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 at your hotel about 2 months ago for some reason i dont think i did but it says i did i paid for the hotel in advance something i never do, However I did speak with the manager she did help out however now she is saying i cant change the dates right now due to covid numbers my 80 year old aunt does not wish to travel i dont have ****** dollars to just give someone all i asked was can i change the dates is there anything can be done?

      Business Response

      Date: 12/05/2022

      Which of our hotels is this about?

      Customer Answer

      Date: 12/06/2022

      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. 

      It was the Sonesta ******* NW Galleria *********************************** Thnaks 

      Business Response

      Date: 12/19/2022

      Which one of our 300 hotels is this about?

    • Initial Complaint

      Date:11/22/2022

      Type:Product Issues
      Status:
      Resolved
      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 ********** ********** for 1 day from October 18, 2022 to October 19, 2022. I paid the room through Expedia on June 20, 2022. When I checked-in I gave my credit card for incidentals hold of $223.27. I checked out the next day and used a debit card to pay for incidentals of $107.65. The front desk said the hold will be released in 7 to 14 days. I waited and called on the 14th day and they said it was released so I looked again on my account and still charged. 12 calls later and passed 30 days I still don't have a refund. I called customer service and they emailed me to contact ************************************* just keep sending me the receipt of $107. I need my $223.27 back. If this is not resolve here I will go ahead and file a lawsuit with the government as this is a military move.

      Customer Answer

      Date: 12/03/2022

      Better Business Bureau:

      I have received a refund after asking for the receipt of the charge. This 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,

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

    Sonesta International Hotels Corporation is NOT a BBB Accredited Business.

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