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 Charlotte Executive Park

  5700 West Park Dr Charlotte, NC 28217

• 

  Sonesta ES Suites Somerset

  260 Davidson Ave Somerset, NJ 08873-4115

• 

  Sonesta Select Tinton Falls Eatontown

  600 Hope Rd Tinton Falls, NJ 07724-1275

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:10/23/2022

  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.

  Checked into the Sonesta ************** on 10/21/2022 at approximately 7:45pm and was given the keys to room 303. When my partner and I proceeded to that room and opened the door we saw the bed unmade and a womans purse on the bed. We immediately closed the door and went back downstairs and told the person working the front desk and told him there was someone clearly staying in that room. He told us we were the only one assigned to that room but then called someone on the phone to ask what to do. He was told to reassign us to a different room. After a bit of a wait we were given an apology and keys to room 506. He also said he would see about getting us some type of compensation about the inconvenience. The next morning at approximately 8:30am there was a knock at our room door and a hotel staff member stated management needed to speak with me regarding the room situation. I went to the front desk and a women who said she was a manager asked me what happened. I explained to her the situation and she said that the persons who room it was, then gestured to a man also standing at the desk, had had items taken from room 303. I again stated we had only opened the door briefly seen items and left. The manager thanked me for the information and I left. Approximately three hours later at 11:30am my partner and I were leaving the hotel to meet friends and I saw the man who had been standing near me when Id spoken to the manager talking to a police officer outside the hotel. He gestured towards us and the officer stopped me partner and I to question us. He asked if we had originally been given room 303 on 10/21/2022, which I confirmed. He then said, I am not accusing you of anything, but did you take anything from the room? We stated we had not and again told the story of how we saw items and immediately left. We continued to be questioned and had to provide him our IDs and information. Negligence on behalf of this hotel made us out to be treated like suspected criminals

  Customer Answer

  Date: 11/03/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 11/08/2022

  Hello, I have addressed complaint # ********. ************* is happy with our discussion. Thank you!

  Customer Answer

  Date: 11/08/2022

  [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:10/12/2022

  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 Monday 10-03-2022 I arrived at the Sonesta Simply Suites Located at ************************************************************* for a reservation that I made the previous week. On arrival I was told the the reservation was booked for the previous week and not that day but they could still accommodate my needs I informed them that one of My employees had referred them and I was in the process of getting service performed on my Travel Trailer that should be completed mid-week. I was told that that wouldn't be a problem and swiped my card for the charges. At NO time was I informed that the location only took weekly reservations. On the morning of 10-06-2022 I went to the front desk and informed the front desk clerk that I would be checking out. He stated the he did not perform the refunds for early check out but a manager would notify me later in the day that the refunds had been performed and presented me with a print out of the current charges. Later that day I called to check on the refund status and the Manager ****** told me that we do not do refunds. I ask her why that was not presented to me at the time of check in and her simple response was again we don't do refunds.so I was charged for a 7 day stay for three nights. I think that this practice is deceitful and wrong and I would like a refun on the four days that I did not stay at the facility. I have Traveled for years and NEVER experienced charges for a service that was not provided in this situation.

  Business Response

  Date: 10/17/2022

  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:10/04/2022

  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 newly came to US first time and I booked my stay in Hotel Sonesta ES Suites, ******* **************** starting from June 15th till June 25th 2022 for the rate of $161.48 per night. Using this pre-booking, i stayed in the hotel until June 25th and later on 24th June I extended my stay till July 1st 2022. When i did my check-out from this hotel on July 1st, the charge per night was charged around $208.75 even though i had a pre-booking reservation for my stay. Totally i paid **** USD for my 3 weeks stay.This over charging is not acceptable. The reason "overcharged as the stay got extended" which Sonesta management is giving is not correct. Customers should be given more comfort and discounts when we are extending our stay for more weeks. Instead i was overcharged compared to the pre-booking rate.I followed up many times with hotel management and always they denied the refund with improper reason "overcharged as the stay got extended". This is not a fair service to the customers who is preferring your hotel very much.I am expecting a correction on the billing rates and refund for this.

  Business Response

  Date: 10/05/2022

  We honored the rate for your pre-booking however once you wanted to stay the rate can change and in fact did change based on what we were selling at the time.  It is very similar to the airline industry one day a ticket might coset $X and then next week the same ticket might cost $Y.

   

  We are sorry but we honored your rate for hte time it was booked.

   

   

  Customer Answer

  Date: 10/05/2022

  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. 

  [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

   

  Business said that the room rate depends on the time of booking and it behaves same like air ticket. First of all for all airline tickets, the ticket price will be mentioned and confirmed to customer before the travel and at the time of booking the ticket so that customer can decide to travel in that budget or not. No airline will show booking rate less at the time of purchasing ticket and charge extra money after the travel is complete. So i don't agree that your billing policies are like airline ticket rates.

  I see your Hotel booking and billing policies are very strange and is quite unfair. I booked your Hotel based on the booking rate which was given at the time of pre-booking. If it was higher than my budget, i wouldn't have stayed in your hotel. You made me stay for 2 weeks with a pre-booking rate confirmation and later you charged so much high which is not in my budget at all. You cannot over charge when i am having a pre-booking confirmation from your hotel.   

  I expect you to make corrections to billing and make a refund as soon as possible.
  
  Regards,

  Kiran

   

   

  Business Response

  Date: 10/10/2022

  This guest originally booked a Studio Queen but at check in requested a larger room.  The desk staff moved him to a Studio King, explained there would be a rate difference and the guest signed the registration card (attached) with the new rates on it.  The total he paid were higher than he originally booked but are exactly what he agreed to at check in.  The property AGM has had multiple conversations with the 3rd party booking agent since his departure trying to explain this.

  Customer Answer

  Date: 10/12/2022

  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. 

  [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,

  Kiran

   

   This is completely misguiding the customer because I have not requested for a larger room (King ******* I just asked the reception guy to provide me a room with front view of Hotel as i am having a reservation for 2 weeks. He did not communicate to me that he is giving a King ***** and it will cost extra than my reserved rate. I request the **************** to check the Camera footage on June 15th Check in time. It will clarify whether i was communicated upfront on the extra charge or not.

  The document which you shared in earlier response is taken at the time of check out not during Check-in. There was no communication from Hotel end that the room allocated is costing extra than my reserved room. I am very much confident about this because until now i am not aware that the room given to me is Costing extra than my reservation.

  How come your reception people can misguide us in this manner. If there is any change in room or extra cost involved, it must be communicated to customer during check in time and not during check out.

  I do not accept this as i was not communicated during check in. I expect the rates to be considered as per my Booking rate.

  Thanks,

  Kiran

• Initial Complaint

  Date:10/03/2022

  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.

  I was a guest at Sonesta Select hotel at *********************************************************** from August 16, 2022 until September 8, 2022. I was charged a $75.00 Pet Fee weekly for my Service Dog. I informed the General Manager and the front desk personnel ********** that my dog is a ***************** Dog. I even e-mailed proof of certification and his ID Tag to customer service. I left several messages for the **************** and NO ONE EVER RETURNED MY CALLS. I spoke to **************** by phone multiple times and I was told my Pet Fees would be refunded. The Fees Have NEVER BEEN REFUNDED.IT IS ILLEGAL TO CHARGE FOR A SERVICE DOG, Also, I was sexually harassed by the Maintenance worker.He even came in my room and told me he needed my phone number. He said disgusting things to me in front of my sister. CORPORATE OFFICE NEVER HAD THE DECENCY TO RESPOND TO THIS SERIOUS SITUATION. THIS HOTEL AND CORPORATE OFFICE ARE NEGLIGENT ON SO MANY LEVELS. I want my Pet Fees refunded and Compensation for the harassment I received. My mother died during this hotel stay and NOT ONE OF THE EMPLOYEES OFFERED THEIR CONDOLENCES, EVEN AFTER THEY WERE TOLD SHE PASSED AWAY. This hotel has COMPLETELY IGNORED my serious complaints. My next step is to take legal action.

  Business Response

  Date: 10/10/2022

  ********************, We received your second complaint thru Sonesta ************** I had responded to your first complaint on 9.17.22. Regarding the pet fee that we charged to you, you had stated that your pet was an emotional support animal and I had advised you that emotional support animals are not considered service animals under the Americans with Disabilities Act ****** If you are now saying that it is in fact a service animal, and not an emotional support animal, we will need to know what work or task the animal has been trained to perform? Also, in your first complaint you mentioned that one of our maintenance workers sexually harassed you. We take these allegations very seriously and I do need to know more details in order to do a thorough investigation and address the situation. I will need to know who you are accusing along with more specific details such as when this happened, what was said to you, and where the incident(s) took place,as you did not bring this to our attention when you were staying with us.Please let me know a good time for us to discuss so I can address your issues.

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

  Customer Answer

  Date: 10/10/2022

  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. 

  I ABSOLUTELY INFORMED THE GENERAL MANAGER AND THE OTHER FRONT DESK WOMAN ABOUT THE SEXUAL HARASSMENT.  I EVEN ASKED THEM TO CHANGE MY ROOM BECAUSE OF THE MAINTENANCE MAN.  ONE OF THESE WOMEN TALKED TO HIM, BECAUSE AFTER I TOLD THEM ABOUT THE SITUATION, THE MAINTENANCE MAN FINALLY STOPPED HARASSING ME.  I WAS ABLE TO STAY IN MY ROOM.  As for my service dog, I have a ******************* Dog (PSD).  I

  suffer from PTSD and Anxiety Disorder and experience significant disruptions in my daily life.  My PSD dog helps me better cope with these disruptions, especially with my mother dying during my stay at Sonesta Select.  I was told by Sonesta **************** that the General Manager who responded to this BBB complaint WOULD CALL ME RIGHT BACK THAT DAY.  SHE NEVER EVER BOTHERED TO CALL ME.  I have been treated better at lower class hotels.  People cannot believe that I have to go through all this, especially during my time of grief and mourning.  I want my money refunded for the dog fees charged and for a portion of my hotel stay when I was very upset and uncomfortable with the harassment.  The maintenance worker even called my cell phone and I have a record of that.  My sister and friend witnessed him coming into my hotel room several times for no reason.  He even pressured my sister and I to go live with him and to stop staying at the hotel, as he said he lives nearby.  He would not leave us alone for the entire first week I was a guest at this hotel.  My sister and I could not believe the disgusting things he was saying to us.  I also want an apology.
  
  Regards,

  *********

   

   

  Business Response

  Date: 10/12/2022

  What work or task has the dog been trained to perform?

• Initial Complaint

  Date:09/29/2022

  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.

  The hotel violated their own contract when they charged us an additional $14,553.00 When asked why the additional charges no one could provide an answer. The contract stated $12,540 would be charged and that was the amount initially charged with the remainder to be charged after the event conclusion. The hotel charged over $27,000 prior to the event start date. We asked them not to charge the card again and on Sep 12 they charged the card an additional $3,293.08. Then charged an additional $1,340.63. All of this is over the value of the event. When asked for a pre-calculated invoice it was denied sighting on consumption cost. When asked how they could determine and additional $14,553 prior to the start of the event. No answer was given. This hotel has pre-calculated what they wanted for revenue and provide false numbers for service. We have disputed the charges with ***** Again, they violated their own contract. We are seeking a refund of $8.690.54 Page 3 and Page 6 (16) of the contract shows the violation

  Business Response

  Date: 10/03/2022

  Good day, ****************: 
  
  Sonesta ************************ thanks you for your feedback and we apologize that we have not been able to exceed your expectations when it came to billing. We were happy to be of service for the successful event and wish the invoicing came to fruition in the same manner. 
  
  We have made several, unsuccessful, attempts to discuss your event and invoicing with you. Although you were not able to be the onsite contact, the contract you entered into included food & beverage minimums with several items, being charged based 'upon consumption'. Due to the increase in guest count, the minimums were met, and the on consumption items naturally increased, with more people consuming them. 
  
  The hotel has been conducting business, through the lens of integrity and transparency, for over 39 years. We pride ourselves on being subject matter experts when it comes to exceeding clients expectations and ensuring a clients vision, comes to life. 
  
  Specific to the hotel departments and personnel you've directly mentioned, the average tenure is 22 years - within this building. Rest assured, the hotel did uphold the contract as executed and charges were not falsely administered. 
  
  Regarding the continued charging of the company credit card, the Legacy organization was not approved for direct billing/credit privileges. Due to this, the team sent and you completed a credit card authorization form to remain on file, for all charges relating to the event. We did not overcharge or erroneously place charges onto the credit card provided, without your written/electronic consent. 
  
  
  
  It is our hope that you will accept our offer, again, to further discuss how the billing came to be. We understand that you are not satisfied with the total amount of the invoice, but assure you, it was provided to you with appropriate transparency and accuracy. 

• Initial Complaint

  Date:09/26/2022

  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.

  They take your money and refuse a refund when you refuse to stay in filth and have safety concerns. Under Mo. Rev. ***** ******* and ********, we have a 3-day right of rescission by law to cancel any agreement/contract. When we signed in to this hotel, we signed a document stating no refunds, went to the room, realized the unsanitary and unsafe conditions for a toddler and immediately returned to the front desk to cancel our contract/stay. While they have our money, they booked our room for someone else and refuse to provide any other accommodations and/or return our money.This location is privately owned, unlicensed and operating illegally! The General Manager, ******, is never on site and will not disclose any owner information she simply refers you to the Corporate Offices but they wont do anything because they sold it in June 2022 to an individual owner. Now I am contacting government agencies to protect the public and stop this fraud! I need the help of the BBB to obtain my refund and stop this businesses unethical and illegal practices.

  Business Response

  Date: 10/13/2022

  A refund has been issued

• Initial Complaint

  Date:09/23/2022

  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 loft at this hotel, my stay was scheduled for Friday August 26 to Sunday August 28. Upon arrival I quickly realized my room was infested with roaches, the ceiling fan was unsteady, room was overwhelmingly dirty, bedding was soiled, duvet was torn and contained small hairs. At the ******** dollar price point I paid for this booking I was definitely not expecting this kind of service. Hotel staff was rude, unprofessional and unwilling to help me. I paid for outstanding service because k was traveling with my children. I received not even satisfactory service at the bare minimum level. I contacted the hotel several times asking for the manager, was never able to get in touch with him. I was told he wasnt there or unavailable at the moment.

  Business Response

  Date: 10/03/2022

  Which Sonesta hotel is this about?  So we can investigate and repsond.  

  Customer Answer

  Date: 10/03/2022

  [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:09/20/2022

  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.

  This is a complaint against Sonesta ************. I checked in at this hotel on 07/27/22 and checked out on 08/5/2022. I was sleeping in my room and early morning the Male staff opened the door of my room, I was totally shaken and terrified. I called the front desk staff and they said the Manager will contact me, however, upon numerous calls and messages, I did not hear back. Upon checking in, I noticed the liquid marks on the headboard and notified the housekeeping immedately , the staff informed they are unable to fix that. I was immediately charged $500 for this damage , the hotel did not give any kind of explanation or invoice. This damage was pre-existing. The hotel staff passed racial slurs to me , that normally "African Americans" do not stay with us and we are not welcome at the hotel and asked us to leave. I was very surprised and shocked to hear this. I was sleeping in my room and early morning the Male staff opened the door of my room, I was totally shaken and terrified. I called the front desk staff and they said the Manager will contact me, however, upon numerous calls and messages, I did not hear back. I totally disagree with this broken headboard damage this hotel is accusing me of especially when I pointed out this "liquid damage" which was pre-existing. I requested the ************ Manager to come and inspect the room before checkout, they refused. THE ***** MANAGER CALLED ME ON MY CELL STATING THAT EVERYTHING IS FINE. I AM TOTALLY SUPRISED THAT AFTER A WEEK, I SAW THE CHARGE OF $500.00 ON MY CARD, WHEN I CONTACTED THE *****, THE ***** HUNG UP THE ***** AND DID NOT PROVIDE ANY EXPLANATION. I WAS ALSO CONTACTED BY SONESETA'S ASST ******** AND SHE WAS VERY RUDE AND IRATE, YELLING ON THE *****.NO RESOLUTION WAS PROVIDED. PLEASE TAKE CAUTION BEFORE STAYING AT THIS *****. I STAYED AT OTHER HOTELS , NEVER EVER I HAD TO GO THRU THIS HARASSMENT AND ACCUSATION. The hotel staff was extremely unproessional and argumentative. We checked out on August 5 2022.

  Business Response

  Date: 09/22/2022

  The guest received a one night refund for the ******** who knocked on the guest door but did not wait long enough for an answer before entering.  We have verified that the refund went through as promised.

   

  Concerning the headboard.  When the guest was checking in the hotel showed her 3 or 4 guestrooms before the guest decided on the room she stayed in.  At the time of the tour the headboard was in good condition. THe guest was asked to leave (removed) the property for accosting another customer. 

   

  The guest and Sonesta's legal counsel have been in contact and no furhter communication via BBB will be proper.  Please close the case.

  Customer Answer

  Date: 09/22/2022

  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. 

  [I must decline the response from the business.  ********* staff harassed my son and passed racial slurs to us, argumentative.  From the very first night we checked in, hotel staff was extremely irate and did not want to honor third party booking, rooms were changed obviously due to the dirty rooms, noisy area, Manager of the hotel, assigned the 3rd room , the headboard condition was known by the staff. I saw a lot of other complaints on BBB , that the guests have been accused of breaking items after they checkout.

   

  This is totally unethical and dishonest . Sonesta staff are harassing guests. Pls do not close this case. Other guest pls be cautioned to check-in Sonesta ************ , Staff would intentionally make up accussations which are false if you complain!! Very unprofessional and dishonest staff

   

   

   

  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,

  *****

   

   

  Business Response

  Date: 10/03/2022

  Please close the case.  ************* has been advised that only someone on our legal team will communicate with her.

  Customer Answer

  Date: 10/04/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]The Sonesta's Assistant Legal Counsel was very unprofessional and appeared to be hostile.  I requested to speak with her Supervising Counsel, she refused to give me her Supervisor's info.  This misconduct has been directed to Bar Association 
  
  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:09/15/2022

  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've been staying at Sonesta ES Suites ********* *********, ** for almost 3 months, since I work in the Telecom industry and I've been working in a project in *********. Every day, from Monday to Friday, at the same time (early in the morning), I stop by the front office to grab some ice from the ice machine. The machine is located inside a room, and I've been allowed to enter this room several times by the front desk employees. Today, at around 4:55/5am, there was nobody at the front desk (like many other days), so I called and said good morning out loud a couple of times and since nobody acknowledged me, I went on to the room where the ice machine is located and grabbed some ice. As I was leaving the room, I was stopped by a hotel employee who went ballistic on me. He totally lost his composure; he was screaming, he was so rude and disrespectful! His behavior was so unethical, he treated me like I am a second-class citizen just because I was wearing construction clothes and have an accent, I could tell he was in a power rush, and he abused of his powers. Another guest arrived at some point, but he did not stop his rant. I was so humiliated and appalled by his screaming and demeanor towards me that I could only say that I was sorry and nothing else, he also would not let me talk. This person NEEDS TO BE RE-TRAINED OR FIRED ASAP. People like him should not be working in the hospitality business, there is a way to communicate with guests that does not involve maltreatment, abuse and disrespect.

  Business Response

  Date: 10/03/2022

  We have spoken to all employees involved.  We kindly ask that ******************* to wait for an employee to assist him with ice.

   

  Customer Answer

  Date: 10/03/2022

  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 is good to know that they have spoken to all their employees, however, it makes me really upset that the business would not even apologize for their employee's behavior. I would like to receive a formal apologie for the way their employee mistreated me. The fact that they did not apologize for it, shows no regard to what the root of this problem really is. It will keep happening, over and over again until someone decides to take it to a Civil Court. I hope they start training their people better so they can improve their capability to treat people with decency.   
  
  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,

  ******

   

   

  Business Response

  Date: 10/04/2022

  We consider the matter closed.

• Initial Complaint

  Date:09/12/2022

  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 reserved a room for September 3, 2022 for 1 night for $283.42 for Sonesta ES Suites ********* ******** located at ************************************************************************* through Hotels.com. I was aware of a $250.00 deposit (see screenshot). The cancellation policy indicates I have until 9/2/2022 at 5:00pm ET before my card would be charged (see screenshot). This morning I received an alert for a charge of $783.42. I contacted the hotel and spoke with a front desk receptionist ****. She stated for "2 bedroom suite the deposit is $500.00 and it was not a charge it was a hold." First, I have 0 documentation stating $500.00 deposit. Secondly, 'charge', 'hold', 'authorization' - a bank still sets the money aside until the transaction is processed. In the event I had ANY other transactions that came through my bank account - this would have caused overdraft fees and etc. This is NOT legal on numerous levels. I went to your website (https://www.sonesta.com/sonesta-es-suites/oh/westlake/sonesta-es-suites-*********-westlake/) and found '...credit card must be presented at check-in for room and taxes as well as a security deposit $100 for studio, $250 for rooms w/ Dbl beds, and $500 for two bedroom suites will be authorized and placed on hold'. This DOES NOT match with what **** stated because you charged my card on 8/30/2022 - 3 days prior to even checking in or before the cancellation period. If the terminology on Hotels.com is inaccurate, your hotel needs to make sure to update this information because you are authorizing a third party to market your hotel. More importantly, your staff and your website still don't match with the actions that I just encountered. Luckily, I did not experience any negative financial outcome; however I do 100% have a negative experience with a hotel I have never been able to stay at. This is beyond unacceptable.

  Business Response

  Date: 09/13/2022

  Thank you for bringing the discrepancy about the security deposit with hotels.com  We will verify that all 3rd parties have the correct information so our guests are made fully aware of hte hold on thier credit or debit cards.  

   

  Customer Answer

  Date: 09/13/2022

  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. 

  [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,

  ******