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:03/06/2025

  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 stayed with Sonesta suites May 26. I believe this incident happened.I checked in at around 6 PM on May 26 or 27th around 730 8 oclock until 12am the *** and Police came to the door banging on the door, looking for the previous guest The room that they checked me in, had been involved in *** trafficking and let me add we got up and left at 6AM So I explained to the *** that they were at the wrong door. Were from ******* and were transitioning here to ************* so we had nothing to do withsex trafficking. It was my 84 year-old mother, my 17 year-old daughter and myself The *** continued to try to interrogate us or whatever until I got fed up and went and asked for a different room they werent able to To accommodate with a different room, I was told, but they would give me a refund in the morning I have continue to call corporate to receive my money back and continue to keep getting put on the back burner and and told that the legal team is handlingit. This happened in May of last year. We are almost approaching May of this year, so thats why Im reaching out to BBB for some resolution because all I want is my money If someone wouldve been behind the desk, they wouldnt have been able to come up to the room and they possibly wouldve understood that theres anew guest in the room due to their negligence and no one ever being behind the desk. They just walked on in and came up to the room.This is definitely more to the story, but I feel like this is a professional way of explaining if you guys can help, it would greatlybe appreciated. Ive continued to reach out to the hotel. I spoke with the manager. They hung the phone up in my face, Im just tired of disrespected and all I want is was fair and thats my money back I called and spoke with the ******* and Via And both of these guys are totally unprofessional so I am asking for BBBs help please help This has been a horrible experience and it has Traumatized Family

  Business Response

  Date: 03/07/2025

  Good Afternoon,

  Thank you for reaching out regarding your stay at the Sonesta Simple Suites Boston Braintree.  We have completed a full investigation and have come to the decision that no refund will be provided, due to the circumstance of the complaint.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:03/01/2025

  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.

  We stayed at SONESTA SIMPLY SUITES ANAHEIM for our holidays last december. We deposited 200 for our initial booking (for 3 days) the extended the stay for another day for whcih they charged us another deposit of $200. The second deposit was neber refunded at all. Every time I would call them, they will just keep saying " we refunded you and heres the aubtirization number. They never sent me any proof of refund theough text/email in spite of my constant follows up. It was all their words saying "we refunded you, and here's the authorization number" - which i don't know if it was just a made up number. My refund NEVER CAME!!!! They said refund will happen up to 10 days aftr checking out (which was Dec 30) my name is FLORDECITA ********, and we booked initally dec *****, then extended to Dec 30. Pls helpus!!! They are not accountable at all!!!!??

  Business Response

  Date: 03/04/2025

  Good Morning,

  We have been advise that the hotel has been in contact with you and has provided receipts of your charges.  Please let us know if there is anything else we can assist you with?

  Thank you

  Guest Relations 

• Initial Complaint

  Date:02/27/2025

  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 attended a conference on January 2-5, 2025 in Columbus. The Sonesta was listed as a preferred hotel, so we booked some of our rooms there. My wife and I used valet, and checked into our room. On Friday January 3, 2025 we went down to retrieve our car from valet to go to breakfast, upon getting into our car we noticed someone had smoked marijuana in our car. We notified hotel management, once driving to breakfast we noticed our car had been gone through and a pair of prescription glasses had been stolen from our car. When we returned I spoke to hotel management where I was told the valet is a third party company and the hotel wasn't responsible for their actions. I was told to file a claim and someone would be in touch. After filing the claim, and finally getting a call back on February 27, 2025 I was informed that I should not have left my belongings in my car, and that they didn't believe that my car had been smoked in because the staff aren't allowed to smoke so they would not be doing anything about our claim. I feel that when you use valet at a hotel, you should be able to be confident in the fact that your car won't be stolen from or smoked in! I didn't ask for anything but for my glasses to be replaced and a cleaning bill be paid to get the smell from our car. I found it very unprofessional that I was told they didn't believe me about our car being smoked in and to think you can't leave items in your car when using the valet.

  Business Response

  Date: 02/27/2025

  Good Afternoon,

  Thank you for providing your feedback regarding your concerns around the the valet company, we will advise the hotel of your concerns around the valet company.

  Please understand that we can not speak for the 3rd party company as it is independently owned and operated by a separate entity. 

  Thank you once again for providing your feedback

  Guest Relations 

• Initial Complaint

  Date:02/19/2025

  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 stayed at the Sonesta Chicago Downtown location for February 15th check and check out of Feb 16th. I purchased my reservation a month almost in advance and I paid for it by a certain credit card I wanted to use. The day comes for check in and everything was going great. I was asked by front desk to scan a credit card. I did not have the original one with me, but I had my debit card. I asked the front desk if this would get charged because technically I had the other on file already that I originally used and it was paid for and the total for that first transaction was $268.85. Once I went home I checked my ***** debit card and that was also charged and that amount was for $253.76. I tried to call the number and that was not helpful at all. No one answered it was an automated service and when I tried to get any type of human interaction I was unsuccessful. I even went to a different dial tone and they also transferred me to the "accounting" voice mail. I left a voice mail and received an email that I would be contacted shortly and no one has. There should be a number to front office to be able to talk to someone. I am writing this one here and hopefully someone is able to help me. But I can't get a hold of anyone. I am trying to dispute this charge with my credit card but they need proof. I do not understand why I would be charged twice if I already had originally paid for the room. I also do not know why there are two different charges instead of the same amount. I was charged more on one and less on the other.

  Business Response

  Date: 02/21/2025

  Good Afternoon,

  Thank you for your inquiry. Your room & tax total was pre-paid on the credit card you had booked with for a total of $268.85. On 02.07.25, you had selected an upgrade to a One Bedroom Royal Suite for $100 + tax per night. You had also selected a late check-out option of $25 + tax. These charges, in combination with the $32 destination fee and $75 valet totaled $253.76. These options were not included in the pre-payment and therefore charged to the card provided at registration.I did notice that the late check-out was not utilized, so I have refunded that option in the amount of $29.36. I have attached a revised copy of your folio to this email. Please allow a few business days to reflect on your statement and let me know if you have any questions.

  Thank you

  Guest Relations 

  
  

• Initial Complaint

  Date:02/16/2025

  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 at the Sonesta Suites on 2/14-2/16 located in *************. The entire stay our room smelled like smoke and it appears this was also an issue with others that stayed at the hotel for the soccer tournament.

  Business Response

  Date: 02/21/2025

  Good Afternoon,

  Thank you for your review of your experience at Sonesta ES Suites North **********!. We are so sorry that you experience smoke odours during your stay!

  At our property, we often utilise guest reviews to help us improve our hotel operations. Weve reviewed your feedback with our hotel team and are now actively taking steps to ensure we are delivering a smoke-free environment to all of our guests. 
  As you know we are a non-smoking hotel, and unfortunately there are some guests that stay with us that lack the consideration for others to enjoy a comfortable experience. Our staff patrol the hallways and buildings several times a day to detect inappropriate smoke behaviours to prevent this from occurring but there are still moments when guests will sneak in contraband and affect others. 

   Rest assured we will do everything we can to make the necessary improvements and to ensure that are delivering a smoke-free environment.
   We hope that if you have any plans on coming back to the Alpharetta area in the future that you will allow us another opportunity to serve you and see all the progress we are making in order to provide the type of experience that our guests expect whenever coming to stay with us.
  
  Kind Regards,

  Guest Relations 

• Initial Complaint

  Date:02/11/2025

  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 stayed at a Sonesta property and attempted to email, call, communicate with the front desk and resolve and the issue was very resolved. We had to travel out of state for a medical appointment and not sure if thats why we were given the room we were since they added a "discount" hospital rate which was higher than originally quoted.The issue was the lack of cleanliness in the room, that is concerning especially for the quality of hotel and for guests, and a health and quality concern. I have photos of the room. The bathroom wasnt clean, and was very run down (not just older property, as in the management isnt fixing anything). The front desk and management didnt try and resolve this still since our stay a couple months ago.Its also very difficult to navigate how to contact corporate to just have this resolved as well. We trusted to stay at this brand of hotels over other competitors.

  Business Response

  Date: 02/13/2025

  Hello ********,

  Thank you for reaching out and providing your feedback regarding your stay at ************* Sonesta ******** Location.  Below is details we received from the General Manager outlining the resolution they are providing.

   

  Good Day ********,

  Thank you for reaching out to the Sonesta team and sharing your concern regarding the bathroom quality and condition during your most recent stay in October. Allow me to sincerely apologize for this as it is completely unacceptable and never the condition we pride ourselves to provide to guests. I am sorry we did not get the chance to meet while you were in-house to resolve your issue.I do see that the issue was brought to the teams attention as you checked out early. Of the two nights you did stay with us, I have waived 50% of the stay and refunded this back to your card with my most heartfelt apologies. I have attached your updated folio here for your files.Again, my most sincere apologies for the issue please let me know if we can welcome you back and I will do my utmost to ensure a much better stay and a complimentary upgrade to a room worthy of your patronage.

  With my warmest regards,

  The Shelburne Leadership Team.

   

  Please allow 7-10 Business days for these funds to be returned to your account.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:02/05/2025

  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.

  I stayed at the Sonesta **************************************** in ********** whose address is ***************************************************** and phone number is ************ from November 15, 2024 - January 3, 2025. On January 2, 2025, I called the Sonesta hotel front desk from my hotel room to let them know that I had paid off all my hotel bills and would check out the next day. The man at the desk named ******* double-checked and agreed that I had nothing due. He told me to leave the hotel keys in the hotel room before leaving. After I checked out on the morning of January 3, 2025 and took the ** transit to ************, ******** to catch my international flight to ***** the next day, the hotel manager, a man named *****, charged my credit card a fraudulent amount of $601.77 after making sure that I had left town and could not confront him. I found this out when I reached my airport hotel and saw it pending. When I called him, he simply refused to take off the amount from my credit card and kept saying useless things on the phone. He even insulted me, asking me if my last name was spelled 'bloated' after I clearly told him that my last name was spelled 'basu'. Please note that this same man had made a fraudulent charge of $120.33 on my credit card a few days before this incident and had refused to credit me back the money. Eventually he returned the money after I inquired repeatedly at the front desk why the money had not yet been returned. This time the same Sonesta manager ***** is refusing to credit back the $601.77 to my credit card even after I disputed the transaction with my bank and the latter contacted him. I checked on the internet and found on federal websites that it is a violation of the US Consumer Credit Protection Act for a hotel to illegally charge a consumer's credit card by abusing the fact that the hotel has the consumer's credit card number, especially AFTER the consumer had already checked out after paying all dues, as confirmed by the hotel.

  Business Response

  Date: 02/05/2025

  Good Afternoon,

  Thank you for reaching out regarding your stay at the Sonesta ES Suites *******************************  We have completed out investigation and have determined the following please see below:

  The reservation and billing for Sukanua Basu and all charges tie back to the amount of nights she stayed.  Ms. **** had two reservations with us.  Her first being a third party, prepaid reservation from 11/15/24 to 11/30/24 booked through Expedia.  The second reservation was booked directly through our front desk on 11/30/24 for an additional 32 nights, but she ultimately stayed for 33 nights on that reservation.  We reviewed the charges and they tie back to the room and tax charges.  The amount of ****** in question was the remaining folio balance at the time of departure.  Ive attached a copy of her folio which shows no fraudulent charges made to her card.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 02/06/2025

  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. 

  Dear BBB,

          I do not accept the response because it is a BLATANT LIE. First of all, I DID NOT contact Expedia to book the first reservation from Nov. 15-Nov. 30. I contacted Extended Stay America customer service by calling their customer service number. I was directed to a menu which said to press 1 for new reservations and 2 for existing reservations. I had intended to call Extended Stay America, not Sonesta, to extend my stay at Extended Stay America where I was currently staying. However, no one picked when I pressed 2. So I pressed 1 instead for new reservations AT Extended Stay America. However the agent who picked up told me that no room was available at the Extended Stay America I was staying at for Nov. 15-Nov. 30. He looked up some other Extended Stay America hotels in ********** and found they were sold out too. So he suggested that he could book a room for me at the Sonesta I complained about. That is how I ended up at Sonesta, NOT THROUGH Expedia. 

        Secondly, Sonesta was charging my credit card EVERY WEEK for that week's stay instead of a final amount as they falsely showed you in their so-called receipt for me that they attached. Please find attached my two credit card statements where I have pointed out in red the exact amounts that Sonesta charged me for my 4-week stay and also the additional amount of $601.77 that Sonesta fraudulently charged me after I paid all my dues and left. Please note that this is on top of Sonesta not refunding me the amount of $120.33 by which they overcharged me on Dec. 17 as part of my week 3 payment.

    I would like Sonesta to pay me back the entire $601.77 plus the $120.33 that was due from Dec. 17 as soon as possible. I also hope the US government will take action against Sonesta for violating the US Consumer Credit Protection Act (CCPA) so brazenly. It is obvious that they are in the habit of routinely swindling customers using their credit cards like this. Thank you.

  P.S. -- In addition to the bank statements, I also had two email receipts from Sonesta for my two reservations with Sonesta which have mysteriously disappeared from my inbox.

  Best Regards,

  Sukanya

   

   

  Business Response

  Date: 02/11/2025

  Good Morning,

  The hotel General Manager is reaching out to this guest by email, in order to provide visual communication with details of the payment details.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 02/12/2025

  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 ***********************************************  I am shocked that you completely disregarded my bank statements where I have clearly shown how the money was taken out by Sonesta from my credit card and simply gave some cooked up numbers pretending that my bank statements never existed! 
  
  First of all, I am sorry to say that you are BLATANTLY LYING about the November payments. Please see the attached voucher from Nov. 10, 2024 which Sonesta emailed to me and which clearly says: 'Room charge paid in advance. There will be NO additional charges or fees for the room'. And since I did not charge any incidentals or cause any damage to my hotel room during this period, I DO NOT OWE A DIME BEYOND WHAT I ALREADY PAID IN ADVANCE ON NOV. 10 FOR MY STAY FROM NOV. 15-NOV. 30 AT SONESTA ********************
  
  Regarding parking,  please note that Sonesta ******************* offers FREE PARKING. This was mentioned to me both by the online agent who made the reservation for me in November and the Sonesta ****** Plains' front desk when I checked in. It is also clearly mentioned on the Sonesta *******************' webpage. Please see the highlighted part of the attached screenshot. The front desk clearly indicated to me that wi-fi, parking, breakfast and the fitness center were FREE, i.e. they were included with the room charge. So the 'parking receipt' you attached with this email is completely cooked up. 
  
   Not only is parking free at Sonesta *******************, I noticed during my stay there that strange men would randomly come and park their car RIGHT BESIDE MY CAR IN THE SONESTA PARKING LOT, get their dogs out pretending to walk the dog or try to force themselves into the elevator with me after someone else opened the door for them with the hotel key and then would be gone when I returned!  Strange men would  wait outside the main entrance since they did not have a key, waiting for me to walk out the entrance AFTER THEY PARKED IN THE SONESTA PARKING LOT. I would see guests' guests being ushered in through the hotel front entrance by guests already staying there in groups of 6-7 people whose cars would fill up the ENTIRE parking lot. And you are claiming that you charge parking fees? There were times when I did not find room to park after returning from doing groceries due to these cars. And EVERYDAY there were new cars beside my car, as if the parking lot was a used-car showroom. I am not as stupid as you think I am, *** ****.
  
  Additionally, please note the points below.
  
   1)  As is clearly shown in my bank statements, the November reservation was a SEPARATE reservation from the Dec. -Jan reservation for which I PAID IN FULL  on Nov. 15, 2024. It has NOTHING TO DO with my December reservation. I was even emailed the receipt FROM SONESTA showing the day by day breakdown for the Nov. reception. This email receipt has been MYSTERIOUSLY DELETED from my inbox. I had to download the Sonesta voucher mentioned above from my downloads folder since THE VOUCHER HAS ALSO BEEN DELETED FROM MY INBOX.
  
  2) I NEVER RECEIVED the $120.33 refund mentioned by you. Instead it was charged as the EXTRA ONE-DAY PAYMENT for Jan. 2 by Sonesta as I clearly pointed out in my credit card statement that I attached and sent to BBB.
  
  3) The room rent per day was NOT $105 per day for 33 days as was clearly mentioned in the FINAL RECEIPT sent to me by Sonesta upon my request. In this receipt and the previous receipt for Nov., some of the daily room rates were listed as $114 while other daily room rates were listed as $102 for the SAME hotel room that I was staying in. This room also had a posted note on the door saying that the maximum price to be charged daily for the room was $999! Please note that I had specifically asked Sonesta for the cheapest hotel room available and Sonesta gave me that room instead! So it was clear that Sonesta was up to no good since the day I first checked in. The room rates were completely incoherent and did not match up with one another. Interestingly enough, the receipt showing this HAS ALSO MYSTERIOUSLY DISAPPEARED from my inbox. It looks like I might have to file another complaint against Sonesta Parsippany for hacking into my email account and erasing ********************** receipts WHILE I WAS USING SONESTA'S WI-FI, which was part of the room plan I paid for, so that Sonesta could later ******* money from my credit card as it did.
  
  4) My credit card statement clearly shows that I paid ALL the amount due at the end of each week for the four weeks I stayed at Sonesta. So the $601.77 that I was charged for an extra week was COMPLETELY BOGUS.
  
  Please look at my annotated credit card statements and address each highlighted amount that Sonesta took away from my credit card and explain it instead of coming up with irrelevant numbers on your own. I do hope that Sonesta gave you training on how to address customer concerns while staying on the point instead of making  irrelevant numbers and excuses that clearly defy what I am seeing on my credit card statement. 
  
  I would like to see Sonesta REFUND THE ENTIRE AMOUNT OF $601.77 TO MY CREDIT CARD ASAP or I will escalate this further since it is a blatant violation of the US Consumer Credit Protection Act (CCPA) to:
  
  1. Charge a consumer credit card WITHOUT TELLING THE CUSTOMER BEFOREHAND WHAT THEY WERE BEING CHARGED FOR.
  
  2. Charge a consumer credit card  AFTER THE ***** DESK ALREADY CONFIRMED THAT THE CUSTOMER, I, OWED NOTHING AT THE TIME OF CHECKING OUT. 
  
  3. Charge a consumer credit card  AFTER I WAS ALREADY EMAILED TWO RECEIPTS SHOWING COMPLETELY DIFFERENT ROOM RATES FROM WHAT YOU HAVE CLAIMED HERE.
  
  4. Delete the original hotel receipts emailed to the customer by HACKING INTO THE CUSTOMER EMAIL ACCOUNT USING THE ********************** WI-FI. Even a 5-year old can tell that no one except SONESTA ITSELF would gain anything by deleting two Sonesta hotel receipts!
  
  Thank you.
  
  Regards,

  Sukanya

   

   

• Initial Complaint

  Date:02/01/2025

  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 was the Hotel for one night I asked for a non-somke room the room recked of smoke and the ** was broken I was told mainteince turn it off do to the weather and no one was avilable to fix it until the next day which was my check out day

  Business Response

  Date: 02/06/2025

  Good Afternoon,

  Thank you for reaching out and providing your feedback for your stay at the Sonesta Select ***********  I have reached out to the General Manager, who advise they are proving a refund in the amount of $223.86.  Please reach out to the hotel for further details at ************.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:01/28/2025

  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 here for over a month spending thousands of dollars. But not before throwing us out for no given reason, after booking my ****************************** gift card which was another $300 and lying to the hotel ******** customer service stating I was a no call no show. However, as stated we had been staying in the hotel over a month at this point. I made the "booking" with ****************************** for 3/9-3/11 they kicked us out on 3/7 with a trespassing order and turned right around n lied to the hotel ******** people making it impossible for me to get a refund. They robbed me for not only that gift card worth $300, they sent me a lovely letter recently stating how they decided to take all my points I earned over 15,000(2 night stay) and stated how they kicked me out on the 3/7 even though they lied to the other company (******************************) making it impossible to get a refund with them because apparently Sonesta has to approve it as I e of there suppliers. Which I'm sure that going into a business agreement I agreed to pay the fee and did for a service. I did my part they choose not to. BAD BUSINESS NOT TO MENTION ILLEGAL!!! UNBELIEVABLE .... ALL OF THIS NOT TO mention the trauma of being kicked out for absolutely nothing ??.

  Business Response

  Date: 01/29/2025

  Good Morning,

  Thank you for reaching out regarding your stay at Sonesta.  Regrettably, you are currently blacklisted from all sonestas due to being removed from our hotels.  Any refund requests at this time are denied.  If you feel that this is incorrect please contact the hotel directly ************.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 01/31/2025

  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. 

  There was absolutely no resolution given so I'm not clear on how I would reject anything due to nothing being offered. They furthered the frustration and already dire situation by insulting me and disrespecting me further by simply doing nothing more than reiterating the guest relations email they sent me (which I posted to this complaint) 

  
  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: 02/04/2025

  Good Afternoon,
  
  Thank you for reaching out regarding your refund request.  After completing a through investigation, we regret to inform you that your refund request is denied.  Sonesta will not offer any refunds as the guest is on our Do Not Rent list as per out Legal Team.

  Best Regards

  Guest Relations 

• Initial Complaint

  Date:01/20/2025

  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 stay at this location was 12/31/2024. My check out was around 8:10am 1/1/2025. The male floor housekeeper confirmed we were leaving once we exited the room. There is no reason why my transaction shouldn't be settled at this point. The charge is still pending. After researching this appears to be a common issue. I have attempted to contact the hotel on several occasions- thru the booking site, calls to the general manager go unanswered, and I have been referred to the accounting manager whose voice-mail was full. I would like my transaction settled and deposit released.

  Business Response

  Date: 01/28/2025

  Good ********************

  Thank for choosing Sonesta Atlanta Airport South during your travels and we value you as our guest. We sincerely apologize for any inconvenience that this has caused. I will have our accounting manager look into this and address it as soon as possible.

  Have a great day!Kind Regards

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

  FRONT DESK SUPERVISOR SONESTA ATLANTA AIRPORT SOUTH T: ************ F: ************ | ************************

  Customer Answer

  Date: 01/28/2025

  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 appreciate the reply however the response provided no resolution to my issue. The transaction has not been resolved. I need my deposit released immediately and the charge settled on my card. This is an issue that needs to be rectified within the company as this should not be an ongoing issue. ]
  
  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,

  Taericka

   

   

  Business Response

  Date: 01/29/2025

  Good ********************

  Thank for choosing Sonesta Atlanta Airport South during your travels and we value you as our guest. We sincerely apologise for any inconvenience that this has caused. I will have our accounting manager look into this and address it as soon as possible.

  Have a great day!Kind Regards,

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

  FRONT DESK SUPERVISOR SONESTA ATLANTA AIRPORT SOUTH T: ************ F: ************ | ************************