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 has 212 locations, listed below.

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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 ES Suites San Francisco Airport Waterfront

  1350 Veterans Blvd South San Francisco, CA 94080-1954

• 

  Sonesta Simply Suites Chicago Naperville

  27 W. 300 Warrenville Rd Warrenville, IL 60555

• 

  Sonesta Select Indianapolis Carmel

  37 W 103rd St Carmel, IN 46290

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:08/30/2022

  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 called the Sonesta Reservation's ***** number and made reservations for the Sonesta Simply Suites ****** Spectrum for two nights starting 3/30/22. Once I went to the hotel to check in the hotel staff informed us that they could not find our reservations. Despite the shock of this, the hotel had available rooms and we decided to stay for the two nights that we originally had planned to do. Later I realized two charges on my credit card from Sonesta. After investigating, I discovered that there are two Sonesta hotels in ****** and the reservation's operator must have incorrectly booked us at the other Sonesta ****** hotel. Seemingly a simple fix to this problem, I contacted numerous Sonesta locations/numbers (reservations, Sonesta ******, Sonesta Simply Suites ****** Spectrum, and customer care), but have only gotten the run around. I also discovered that Sonesta did not input the correct email address, thus I never received an email confirmation. I have yet to receive a solution to this problem, which would be a refund of $193.94 for not staying at Sonesta ******. I even left a message with the Manager of Spectrum ****** and never received a phone call back. The only response I received was an email from the Sonesta ************* Team on May 12, 2022, with the following response: On April 27, 2022, a pre-reservation confirmation was emailed to you and our hotel's cancelation policy requires notice 48 hours before arrival local time to avoid a one-night room and tax penalty. After speaking with our hotel, they are not refunding the penalty as they feel there were opportunities for you to cancel. As you can see, the pre-reservation confirmation email was sent about a month after our reservation date. This was sent only after speaking with them and then correcting the incorrect email that was inputted. These are poor business practices across the board. After contacting Sonesta (Case #: ********) in numerous attempts, I have not received an appropriate response.

  Customer Answer

  Date: 09/12/2022

  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:08/16/2022

  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 booked a one night reservation and received a reservation number. The hotel shuttle was unavailable when my plane landed. No one answered when I called for the shuttle which Id requested during booking. When I arrived at hotel, no rooms were available. At least 15 other guests received the same news. It was 1am. Staff were not dressed professionally or with hotel identification, were not helpful, did not issue refunds. I want a refund. I made a formal complaint with hotel and am still waiting on refund.

  Business Response

  Date: 08/18/2022

  Which of our 300 hotels is this in reference to so we can get it to the proper people to handle?

• Initial Complaint

  Date:08/05/2022

  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.

  We're due to leave 9-20-2022 and we're glad. This complaint is in regards to the Sonesta Simply Suites in **********, **. While the Staff have been great just overworked but the Company don't care about their enployees. My complaint is SOLELY against the HORRIBLE conditions of the Sonesta Simply Suites in **********, **. They don't Compensate guests when something happen. I've made 3 complaints to their so called ************* 800 number ********/Complaint #1 01468359/Complaint #***********/Complaint #3 I've received nothing but the run around, excuses, and lies from their phone agents and Corporate continue to play games and NEVER reached out to me. The person complaint i read on here about the ants is telling the Truth. I've seen more bugs than Humans walking around. Instead of the Company having the entire Hotel exterminated all they did was had ***** put down glue traps. I'm surprised ************** ***************** and the Southfield Building Inspectors haven't came out and shut this place down which i'll be contacting next. Just look at the pictures i've included......Due to unforeseen circumstances and me having to get another house we had to come to this Hotel on April 3, 2022. I've been overcharged several times with no explanation. On 8-3-2022 the power went out for the 4th time and i've been here since April 3, 2022. They have no back up generator yet they charge the prices they do. One guest had to travel hours back home due to their insulin being ruined when we were without power there for over 26 hours. It was pitch Black and anyone could've been hiding out in the hallways or on the stairs due to this Hotel refusing to get a backup generator like many other Hotels have. Everything in this Hotel is old and falling apart and the pictures i included is proof. I was told they've ugraded their Hotels except the one in **********, ** because it's close to ******* and because the majority of the guests are Black and Brown which is very UNACCEPTABLE.

  Customer Answer

  Date: 08/16/2022

  I have not heard from the business in response to my complaint. They played games for 2 weeks. They lied about compensating me half of my $5,000.00. This business is full of it. While i understand the BBB can't make a Company respond but the BBB shouldn't allow these Companies to do anything. The BBB received the pictures of the cinditions of that Hotel. That is the only Hotel of theirs that they don't show pictures of because it's too filthy and raggedy which is why we left there and the constant power outages. I was told ****** the Franchisee would contact me. That was 2 weeks ago.

  Business Response

  Date: 08/26/2022

  This guest is not happy due to policy and continues to not like the answers (per policy) she has been given.  She is not due a refund. She was not over charged.

   

  This case should be closed

• Initial Complaint

  Date:07/18/2022

  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.

  Made reservation and confirmed but arrived and no room available. Their customer services and ********************** refused contact or any help. We are in our 70's and need your help

  Business Response

  Date: 07/19/2022

  The correct response should have been:
  
   
  
  This guest booked a room at the hotel a month in advance and had the special request for a roll-in shower. The guest called the property when booking and confirmed that they would be able to have the roll-in shower at the time of booking. The property has two roll-in showers; one was out of service when the guest called due to a flood on the property earlier in the year. On the day the guests were set to arrive, the ************* Representative in the morning realized that she had a guest arriving with special notes needing a roll-in shower. The ************* Representative immediately attempted to call and emailed the guest to inform her that, unfortunately, since she booked her reservation, the property had a fire which put the last roll-in shower out of service. Franky, the ************* Representative, found the guest a room at a hotel near the property with a roll-in shower and booked the room for the guest. Upon arrival, guest agent explained the situation to the guest and informed them that she had made accommodations for them at a nearby property. Due to the inconvenience, she offered for the property to cover their first night, which they did.
  
   
  
  Please note requests are simply that we try to honor but were unable to in this case and we made alternative accommodations for the guest.
  
   
  
  No further compensation will be given; please close the case.
  
   
  
  Manager attempted to call the guest several times throughout the day on the given number; however, the number is currently disconnected.

  Customer Answer

  Date: 07/19/2022

  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 not0 enter a reason for your rejection, your complaint will be closed as Answered.]
  Room and area not reserved. No flood mentioned
  at any time by them or other hotel 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.
  Hope others not treated so no call or email back as promised
  FAQ
  
  Regards, Thanks to BBB

  ******

   

   

  Business Response

  Date: 08/08/2022

  The hotel made accomodations fo rhte 1st night and paid for the accomodations.  Request are request and not confirmed.  No further compenstation will be given at this time as we did the best we could.

   

  Please close the case

• Initial Complaint

  Date:07/12/2022

  Type:Sales and Advertising 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.

  While a guest at the Summelin Sonesta Select **************************************, my belongings were stolen out of my room. When I returned to the hotel after being gone all day, several doors on my floor were "propped" open by the lock mechanism attached on the inside. The room was clean, beds made, all drawers open, all the lights on, sliding glass door wide open but all my personal affects were gone. I immediately reported this to the front desk and the clerk came to my floor and saw the rooms open and my room empty. The next morning the hotel manager returned my cell phone that was stolen but nothing more. The room had A DO NOT DISTURB sign on the door and housekeeping should not have been in my room. Obviously they ignored the sign and entered anyway because the beds had been made and the room was cleaned minus my belongings and the manager returned my phone that was taken out of my room.

  Business Response

  Date: 07/07/2022

  Marriott's ****** of ******** Affairs spoke to the guest.  The Sonesta Select ********* ********* is no longer a Marriott this hotel is apart of the Sonesta Franchise.  The guest was provided with a number and address to the Sonesta Headquarters 

   

  *************************, Corporate ******** Marriott's ****** of ******** Affairs

  Customer Answer

  Date: 07/23/2022

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

  Business Response

  Date: 07/26/2022

  ******************** was a guest at the Sonesta Select ********* *********.  On or about 4/7/22 the guest alleges that many items were missing from her room including, but not limited to: a phone and charger, 1 tablet, computer cords/ date, client paperwork, re-imbursement receipts and hygiene products. ******************** was scheduled to depart her stay at ********* on 4/6/22, however, she called to extend another night. During the departure time and her request to extend, housekeeping prepared the room for departure by propping the door open for inspection and cleaning. ******************** re-entered the room later that evening and discovered the door was propped open and noticed items were missing.  The ** then retrieved the cell phone but no other belongings.
  
  ******************** then filed an incident report on or about 4/7/22 alleging her items were missing (which are the same claims made in her BBB complaint). Our claims department filed a claim with our insurance company to conduct an investigation and process her claim. With regard to the claim,******************** has not provided any receipts regarding her alleged missing items nor has she filed a police report; the claim is currently pending and we believe the BBB can close this matter to allow for the ** claim to be properly processed and handled accordingly.

  Customer Answer

  Date: 07/27/2022

  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.]

  After calling the insurance adjuster and the hotel several times, I ultimately filed the complaint with the BBB, no body ever returned my calls until I threatened legal action. The client files in my room were confidential and I ultimately lost my job because of the breach. My room had a do not disturb sign on the door. I specifically asked the front desk when calling to extend the room that nobody enter the room. It had been paid for and the do no disturb sign hung from the door. The cell phone was the only thing returned and it was broken when I got it back. The insurance adjuster never mentioned anything about filing a report and the hotel manager specifically said there was no need for a police report that the insurance company would take care of my missing belongings. Either way the hotel is liable for their employees and according to their statement housekeeping removed the belongings and should not have. How do you provide receipts for losing your job? I will submit receipts,  the bottom line is this should not have ever happened and I am truly disappointed in this entire ordeal and how unprofessional it has been handled by the hotel and insurance company. 
  
  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,

  ******