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 Select Indianapolis Carmel

  37 W 103rd St Carmel, IN 46290

• 

  Sonesta ES Suites Somerset

  260 Davidson Ave Somerset, NJ 08873-4115

• 

  Sonesta Simply Suites Las Vegas Convention Center

  4034 South Paradise Rd Las Vegas, NV 89109

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:07/12/2022

  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,

  ******