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

• 

  Royal Sonesta Hotel

  300 Bourbon St New Orleans, LA 70130-2213

• 

  Sonesta ES Suites San Francisco Airport Waterfront

  1350 Veterans Blvd South San Francisco, CA 94080-1954

• 

  Sonesta ES Suites Charlotte Arrowood

  7925 Forest Pine Dr Charlotte, NC 28273

• 

  The Alexis Royal Sonesta Hotel Seattle

  1007 1st Ave Seattle, WA 98104-1007

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:01/13/2025

  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 booked a stay at sonesta through hotwire on 12/24/-12/26 and i fell ill with food poisoning on the night of 12/24 and ended in the hospital on the day of the 12/25 from 9:30am until after 4pm. I checked out on the 25th. In order for hotwire to assist me or credit anything back to me they need to confirm with the hotel that i did in fact check out on the 25th and the hotel supervisor *** is unwilling to notate the account to this affect. I provided the front desk with proof of me being in the hospital prior to me checking out and the front desk person was unwilling to help me. i just want to be credit for the 1 day i did not stay. I was unable to check out prior to 11am due to being in the hospital to which my paperwork does show the intake time.

  Business Response

  Date: 01/16/2025

  Good Afternoon,

  Thank you for reaching out regarding your stay at the Soensta Select ***********************  We are sorry to hear that you were unwell, due to the terms of your booking this is a non-refundable rate booked with Hotwires.  If you wish to pursue financial compensation, you must reach out to the third party vendor with your request.  Sonesta has no collected any funds for your stay.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:01/07/2025

  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 Booked a night at Sonesta, in *************, **. When I checked in there was no where to park so I temporarily parked in front until I received further instructions. Once I received my room key the receptionist asked would I like to valet my vehicle, before confirming I asked how much is valet, the receptionist told me it would be free. So I agreed to valet my car given that it was going to be free, 2 days after my stay I received a charge of $112 from sonesta, I immediately called to figure out why I was being charged. The manger on site told me that I was being charged $61 per night for valet. I called to put in to put in a formal complaint and they told me I had to wait for someone to reach back out. My case number is *********, I basically spent $300 just for one night. I will never stay at another sonesta hotel again and I will be leaving this review every place possible so they dont take advantage of someone else

  Business Response

  Date: 01/09/2025

  Good Morning,

  Thank you for contacting us about your concerns regarding the valet parking fee. Following a thorough review, we regret to inform you that your request for a refund related to valet parking has been denied. Valet parking at this location always incurs a fee, regardless of the situation. I realise you might have been informed hesitantly, but unfortunately, these charges cannot be exempted.

  
  If you wish to contest this decision, do not hesitate to reach out to the hotel directly at ************.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:01/06/2025

  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.

  On the first night of my 5 night stay ,on Monday October 7, 2024, an employee double booked my room, resulting in a person having a key to my room . This person entered my room at 11pm , causing me to jump up screaming in fear. They ran out , and I called from desk right away. They said they would contact the manager in the morning and they werent able to see who had my room key until the manager arrived . I never heard from the manager tried to contact the manager (***** *********) Tuesday, Wednesday , Thursday , Friday and finally on Saturday I was able to catch him at the front desk. He offered me a 1 night refund( I have not received yet) . He said he had to contact ****** . I feel like the issue was not taken care of and I was scared the whole 5 day stay at this hotel with my children. He assured me that he would contact ****** vacations to get the refund . And when my 5 year old son burned his hand on the bacon tray at the complimentary breakfast . They said it shouldnt have been hot and they would fix it . I asked if they could put a hot sign out . They never put a sign out and it was never fixed during my 5 day stay. I was never contacted about this either .

  Business Response

  Date: 01/13/2025

  Good Afternoon,

  Thank you for reaching out regarding your stay at the Sonesta ES Suites Anaheim Resorts.  We have reached out to the Hotel on your behalf and received the following response from them please see below:

  A refund of one night's room and tax was given to Ms. ***** upon checkout. Please find a screenshot of the email that was sent as confirmation she would be receiving a refund.

  Please allow 7-10 business days for this refund to be returned to your card.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:01/06/2025

  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 my stay at ***************************************-******** Best Value Inn on Sonesta website on Nov 28 for 1 night stay on December 26 using rewards points as a free night. Confirmation number for booking is 54007SE046441.After my stay I checked my credit card statement, I was billed ****** for room charge. I contacted Sonesta customer service and ********************** directly. Sonesta acknowledged I booked using rewards points and requested hotel to refund. I called the hotel, they refused to refund saying they don't recognize points and said I have to pay for my stay. I have not seen any refunds.During my stay, I was NEVER told my points was not accepted and I have to pay. My credit card on profile was charged without my consent with the amount I did not approve. I have full confirmation on my booking and I was never informed of any payment required. I am requesting refund on this amount as they billed my credit card without my authorization and charged my stay where I paid with my points. My sonesta Guest Relations Ticket is #*********.

  Business Response

  Date: 01/07/2025

  Hello *****,

  I am in the process of requesting your refund now, once I have the details I will send you an email to confirm the outcome.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 01/09/2025

  [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:01/06/2025

  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.

  Hello, I stayed here October *****. While I was there, our water was brown on the 2nd day. We had to shower at my aunt house and I advised the lady upon check out. She said her manager wasn't available but she would show her the video of the running, brown water. She asked me to send it to her and I did @ ************. I have called several times and supposedly the manager is never available. I have also filed a complaint with Sonesta and I have yet to get a response. When I called them back they said the manager advised she called me which was false. I have yet to get resolution or a refund for the inconvenience and possible health risk of being exposed to brown water. The Guest Ref# Sonesta provided on 10/29/24 is *********. After I called back and escalated it, I was given #********. Phone number ************. General Manager is ****** ******* that I never received a response from.

  Business Response

  Date: 01/08/2025

  Good Afternoon,

  Thank you for reaching out and providing your feedback, regarding your stay at our Sonesta Select Chattanooga.  I've been advised that the General Manager was in contact and has offered you a free night for your troubles.  Please let us know if this is not the case and we will investigate the matter.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:01/04/2025

  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.

  December 5,-9 2024 Sonesta Suites Annapolis MD ******* **** request full refund of charges Reimbursement of medical item ( Invisalign. Dental appliance lost stolen due to unauthorized entry while out , apology and further remedy 1. False advertising:& Extremely misleading 2. Completely unhealthy environment ( room ) exposed to damaging bacteria, virus and pathogens . Room ****** nightly a totally filthy, outdated non working microwave, toilet runs all night ,Unacceptable, unhealthy unkept filthy hotel room 1. Bed bugs 2. Cockroaches 3. Black mold 4. Blood stained bedding , shower curtain and soiled wet in air vents extremely dangerous and highly soiled bedding , towel and carpet.5 Mildew smell and levels of toxic pathogenic bacteria, mold and fungi 6. Unsafe hygiene practices and multiple physical, chemical and biological adverse effects Due factors such as high levels of dangerous pathogenic bacteria experienced and expose to potentially life threatening of highly toxic fungi causing environmental respiratory distress sbd infection , asthma attack and severe respiratory accute respiratory distress flare up 2.Upstairs neighbor / patron walking floor creeked all night 3.Inoperable advertised amenities , microwave , heat and toilet 4,heavy cigarette Marjuina smoke odor of other patrons

  Business Response

  Date: 01/08/2025

  Good Afternoon,

  Thank you for reaching out regarding your stay at our Sonesta ES Suites **********  After concluding a full investigation we have found that the Hotel did provide you with all the necessary resolutions for your complaints please see below:

  Guest arrived at our hotel on 12/03/24 for a 3-night stay. From arrival date 12/03 to 12/06 the hotel does not have any record of complaints from guest. On the morning of their scheduled departure on 12/06, guest mentioned to our Assistant General Manager, **** ********* that they wanted to extend their stay for an additional 2-nights. **** adjusted their departure to 12/08 and then advised guest of the rate, due the weekend and availability, the rate had increased from $101 to $118 nightly for the 2 additional nights. At that point, guest mentioned to **** that they saw a bug in their room which was suite #***. **** immediately apologized and suggested a room move/change. In fact, room 521 was then assigned to guest for a room change.  Guest eventually decided on staying in the same room #*** for the additional 2-nights. New departure date was now 12/08/24. The hotels Maintenance Manager did visit guest room #*** during guest stay, however he reported no bugs were seen in the room. However, out of precaution, the hotel did contact our approved Pest vendor, ****** to service room. Over the next 2-days and after guest departure, the hotel did not receive any additional complaints about issues in or outside of room #***.

  Regrettably the Refund request is denied.  If you would like to pursue this matter further please reach out the hotel directly at ************.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 01/09/2025

  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. 

  [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,

  Diontray

   

   

• Initial Complaint

  Date:01/01/2025

  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.

  I have a reservation at the hotel and was not aware pets were allowed. The room next to mine haa two dogs left alone that barked continously for hours most the night. When I tried calling the front desk the phone line was out of service. I went to the front desk to complain and was told there was nothing that could be done. This was a disturbance and has affected by experience on this trip by keeping me up late in the night. This is unacceptable and policies should be in place when permitting animals as guests. They should not be left alone in a room. I will never stay at any Sonesta hotel again in the future. I deserve a partial refund for this.

  Business Response

  Date: 01/06/2025

  Dear Ms. ******************** you for reaching out and sharing your concerns. We deeply apologise for the issues you experienced during your stay with us. We take your feedback seriously, and we are sorry to hear that the noise caused by unattended pets disrupted your rest and negatively affected your trip.Please know that we have a strict pet policy in place to ensure that all pets are supervised and do not disturb other guests. We sincerely regret that this policy was not followed in your case, and we will investigate the matter further to prevent similar incidents from occurring in the future.Additionally, we apologize for the inconvenience caused by the malfunctioning phone line due to a outage in the area. We understand how important it is to be able to reach the front desk, and this issue has been resolved.We truly value your feedback, and we will take immediate steps to address these concerns. As a gesture of goodwill, we will remove your last nights charges of your stay. The refund will be processed today and should reflect onto your account in the next 1-7 business days. We understand that we have not met your expectations on this occasion, and we hope to have the opportunity to regain your trust.Thank you for your understanding, and we wish you all the best for the rest of your travels.

  Best Regards

  Guest Relations 

• Initial Complaint

  Date:12/31/2024

  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.

  My reservation was made through Furnished Finder, based on advertising from ******* ********** and her team indicating a nightly rate of $112 for extended stays of 30 days or longer. This rate was confirmed via email correspondence with ********* *******, also of Sonesta Suites, prior to my arrival. ********* further confirmed a reduced rate of $82 per night commencing November 1st, 2024. *********** email has been attached as supporting documentation. However, upon check-in, I was informed that, due to overbooking, my intended 30-day stay was impossible and that I would be required to vacate the premises for five days in September 2024. Consequently, I was charged a significantly higher rate of $209.75 per night almost double the originally agreed-upon price. I found this to be a breach of the previously confirmed rate and an unacceptable practice.This unexpected increase, coupled with the disruptive and incessant noise from ongoing construction work (including the use of heavy machinery and drilling), led me to check out after only six nights. As a result, I believe I have been unfairly overcharged by $97.75 per night ($209.75 - $112.00), resulting in a total overcharge of $586.50 ($97.75 x 6 nights).I request a full investigation into this matter and a prompt refund of the $586.50 overcharge. I also expect a formal apology for the misleading advertising, the breach of contract regarding the agreed-upon rate, and the significant disruption caused by the construction work. I look forward to your swift response and resolution of this issue.Sincerely.

  Business Response

  Date: 01/06/2025

  Good Afternoon,

  Thank you for contacting Sonesta Corporate.  After concluding our investigation, we have finalised our resolution please see below:

  ***** **** booked a room as a walk in on 8/20/24 at 4:57 pm with one of our Assistant Front Desk Managers under the **** (Basic Available Rate) rate for 2 nights (8/20 - 8/22) after asking to see a room before booking. On 8/22/24 (the original departure date), Mr. **** extended until 9/2. On 8/26, Mr. ***************** out early and completed a 6 night stay. Mr. **** was charged $172 a night, which was a $23 a night discount per night below the BAR rate. Mr. ************* not qualify for the Furnished Finders rate quoted at $112 a night for a monthly stay, nor does he qualify for taxes being refunded as the guest was only here 6 nights or 24 nights less then needed for tax exemption to qualify.

  Best Regards

  Guest Relations 

  Customer Answer

  Date: 01/07/2025

  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. 

  [This letter addresses significant discrepancies between the agreed-upon terms of my reservation at your property and the subsequent actions taken by your staff. My reservation, confirmed through communication with ********* ******* on August 20, 2024, via Furnished Finder, detailed a rate of $112 per night for a 30-day stay or longer.
  Contrary to this agreement, after being checked in on August 20, 2024, at the agreed rate of $112/night; on August 21, 2024, Ms.******* informed me via this email quoted below: 
  "If you're considering extending your stay, please note that we have availability until September 9. Due to a large citywide event, we are completely booked until September 13. For stays of 30 days or more, we can offer a discounted rate of $112 per night"
  Also, on a subsequent phone call, Ms. ******* notified me that Sonesta was unable to fulfill its 30-day reservation agreement due to it being overbooked because of a large citywide event. This necessitated my early departure because they had oversold rooms for the dates of September 9, 2024, through September 13, 2024.I was notified that I had to check out much earlier than I had planned because they were unable to accommodate me for 30 days. This constitutes a breach of our agreed-upon contract.
  Despite this breach, and the resulting shortened stay,Sonesta proceeded to charge my card at a rate exceeding the previously confirmed $112 per night. To be precise, Sonesta charged my card $1,258.54 for this 6-day stay. This action is unacceptable and is a misrepresentation of the agreed-upon terms.
  Furthermore, my stay was negatively impacted by four days of disruptive construction noise that occurred between 9:00 am and 5:00pm each day. ******* ********* acknowledges the construction noise in her August 26, 2024, email Our construction hours are from 9 AM to 5 PM, Monday through Friday. We anticipate that the construction will be completed in mid-October.
  Therefore, a refund of $586.54 is immediately due = $1,258.54 ($112 * 6), to rectify the overcharging resulting from the breach of contract.
  In addition, I seek compensation for the disruption caused by the construction noise that occurred for 4 days at a compensatory rate of $65 per night for those affected days, totaling an additional $260. 
  Total amount to be refunded back to my card on file is $586.54 + $260 = $846.54 
  I believe this is a fair and reasonable request given the circumstances. I look forward to your prompt response and resolution of this matter.
  
  Sincerely.]

  
  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: 01/07/2025

  Good Afternoon,

  
  Thank you for contacting Sonesta Corporate.  After concluding our investigation, we have finalised our resolution please see below:

  
  ***** **** booked a room as a walk in on 8/20/24 at 4:57 pm with one of our Assistant Front Desk Managers under the **** (Basic Available Rate) rate for 2 nights (8/20 - 8/22) after asking to see a room before booking. On 8/22/24 (the original departure date), Mr. **** extended until 9/2. On 8/26, Mr. ***************** out early and completed a 6 night stay. Mr. **** was charged $172 a night, which was a $23 a night discount per night below the BAR rate. Mr. ************* not qualify for the Furnished Finders rate quoted at $112 a night for a monthly stay, nor does he qualify for taxes being refunded as the guest was only here 6 nights or 24 nights less then needed for tax exemption to qualify.

  
  Best Regards
  Guest Relations 

  Customer Answer

  Date: 01/08/2025

  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. 

  [This response from Sonesta is deceptive and knowingly false. I walked in to the property hours after I had received email confirmation from ********* ******* that the rate as advertised on Furnished Finder was accurate, and that I would be paying that rate of $112/night.
  
  Sonesta has knowingly submitted false information to the Bureau.
  
  Prior to checking in at the property on August 20, 2024, I verified with ********* ******* that the rate I will be charged was $112/night, as they had advertised it on Furnished Finder for stays 30 days or more.
  
  But the next day after I had already checked in; on August 22, 2024, I received an email from ********* ******* that has already been uploaded as evidence of Sonestas dishonest price increase.                       
  
  This email was followed up with a phone call from ********* telling me that Sonesta was unable to honor a 30-day reservation for me because they had oversold their rooms and so they needed me to check out on before September 9, 2024, and come back after September 13, 2024. 
  
  They breached the agreement and had no available rooms for 30 nights or more, and so, I had to check out in less than 30 days. And yet, in this their dishonest response, feel entitled to steal from my card by charging a different amount than the $112/night agreed upon rate. If this issue does not get resolved with a refund of this $586.54 overcharged amount as well as the $260 compensation for the noise disruption within the next seven days by or before January 15, 2025, then this matter gets reported as deceptive business practices, theft and then legal action commences].

  
  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:12/21/2024

  Type:Billing 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.

  On 10/21/2024, I was driving and my wife reserved a hotel room for me at Sonesta Select ********************************** over the phone. She has loyalty points with the hotel chain and paid with ****** points because she is a Sonesta Travel Pass member with sufficient points for a free stay. Imagine my surprise when my credit card was also charged $76.30 for the same night's stay! My wife and I have both tried to get resolution from Sonesta via case#********* and ********* but several phone calls, emails and 2 months later, all we have is an automatically generated email stating that they are looking into it "shortly" - please help get justice for me and reverse the credit card charge since my wife's Travel Pass points are already gone!! Her ********** member ID number is ********* and you will see that that they deducted ****** points from her account on 10/21/2024 when she booked a hotel room for me for 1 night.

  Business Response

  Date: 12/27/2024

  Good Afternoon,

  Thank you for contacting us about your recent visit to our Sonesta Select ****************;Hamilton Place. I sincerely thank you for your feedback and value you for taking the time to contact me.
  
  I have talked to the General Manager, and she has processed a refund for your stay. It may take as long as 30 days for the refund to be processed back to your card, depending on your bank. She has approved the reinstatement of your 20,000 points, which will be added back to your account on Monday, December 30, 2024. We apologise for the hold-up caused by the holidays.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 12/27/2024

  [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. 

   

  Also, thankyou Sonesta for refunding the charges for my stay at Sonesta in **********, ** and my wife appreciates the refund of ****** points!
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:12/21/2024

  Type:Billing 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.

  On 10/21/2024, I reserved a hotel room for my husband at Sonesta Select ********************************** and paid with ****** points because I'm a Sonesta Travel Pass member with sufficient points for a free stay. Imagine my surprise when my husband was also charged $76.30 on his credit card for the same night's stay! My husband and I have both tried to get resolution from Sonesta via case# ********* and ********* but several phone calls, emails and 2 months later, all we have is an automatically generated email stating that they are looking into it "shortly" - please help get justice for me and reverse the credit card charge since my Travel Pass points are already gone!! My Travel Pass member ID number is ********* and you will see that that they deducted ****** points from my account on 10/21/2024 when I booked for my husband who was travelling that night by car and needed a place to stay for the night.

  Business Response

  Date: 12/23/2024

  This is being handled on the following case 22718731

  Customer Answer

  Date: 12/23/2024

  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. 

  Sonesta has been giving me case numbers since 10/28/2024 when I originally lodged a complaint with them. 2 months in, they're still giving me case numbers with NO path forward and NO resolution!
  
  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,

  Bhagyavati

   

   

  Business Response

  Date: 01/06/2025

  This is being handled on the following case 22718731