Business Profile

Hotels

Sonesta International Hotels Corporation

This business is NOT BBB Accredited.

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Complaints

Name: Sonesta International Hotels Corporation
Address: 400 Centre St, Newton, MA, 02458-2094, USA
Telephone: (617) 421-5400

This profile includes complaints for Sonesta International Hotels Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

270 total complaints in the last 3 years.
112 complaints closed in the last 12 months.

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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:11/15/2024
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.
Oct. 28- Nov 1st 2024 Sonesta made several illegitmate charges and did not refund 5 charges total $229.73. Tried to contact Sonesta Corporate only for them to forward back complaint back to hotel. They refused to discuss with me and refer me back to corporate and denied to resolve the invalid charges. I stayed an additional 28 days at their sister properties and not once had been charged for any parking as there is no vehicle on the property overnight. $60 for parking and two random charges of $73.92 and $85.81. They purposely refuse to discuss directly and when I showed proof of the policy and no proof of our vehicle on site. Attached is the charges and their parking policy sign. Their arguement is we are guest at the hotel and it does not matter if the car is here overnight or not. In the day there is no enforced parking, guest come and go leisurely, and no other guest is forced during the day which is why their sign specifically states $10 for overnight, when towing occurs.
Business Response
Date: 11/22/2024
Good Afternoon,
Thank you for reaching out regarding your stay at our Sonesta Location. Regrettanbly we do not have a reservation under your name at our Sonesta Select ********************************* If this is an error, please provide the reservation number that shows your name on it in order to continue with your complaint.
Thank you
Guest Relations
Customer Answer
Date: 11/25/2024
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.
[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.

I find it hard to believe and no I do not accept the buisness response as they are fully aware of who I am and the reason for this complaint. I have booked multiple stays with them since Sept. Before I received the response back from BBB, I had received 2 missed calls from them with zero message left as well as an email sent to me regarding some of the charges I am disputing. I booked the stay under my account and got the room for ********* *******. I've also contacted Sonesta Corporation *************) to get this matter resolved, guest relations reference #*********. Corporate has shared that the hotel acknowledge having spoken to me and mistakenly heard me stating I have recorded evidence of the policy and disconnected our call thinking I was recording the call (which their autmated states calls can be recorded for training purposes) Refusing to discuss is a clear indication of wrongdoing and unprofesional. The hotel has continues to dodge the facts that there sign policy states $10 charges for overnight parking and no proof of my parked vehicle overnight because there was none there.
FAQ

Regards,
*********

Business Response
Date: 12/03/2024
Good Morning,

Thank you for reaching out with your concerns. We have concluded our investigation, and ********* was advise of the parking charge as we do not provide parking for free at this location. Regrettably your request for refund has been denied.
If you wish to dispute this decision please have ********* contact the hotel directly for future discussion.

Thank you
Guest Relations
Initial Complaint
Date:11/09/2024
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.
I booked a room and the conditions of this hotel are deplorable. The rooms are dirty. The vents are dirty. The deadbolt does not work. The couches are filthy. I called front desk and its not their fault, they were nice but the owner who takes care of this place should be looked into. Its just not right. I just want my money back. Its not okay that I have to stay in a place that is not healthy for me and my daughter. Im here on a tournament with her for us to be in these conditions is not cool.
Business Response
Date: 11/12/2024
Good Afternoon,
Thank you for reaching out regarding your stay, Regrettably I am not able to find any reservations under the data provided. In order to assist you, can you please provide the reservation number and the name on the reservation. Once we have this data we will continue with our investigation.
Thank you
Guest Relations
Initial Complaint
Date:11/02/2024
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.
Experian credit alert, via *********** Card ending *****, informing me that this hotel charged my card despite my never staying there, no physical signature, and merely attempting to 'reserve' a room with this location; of which I have never stayed. I find it interesting that I made '2' online 'reservations' for April 2025 and December 2024 with the sole intent on 'reserving' a room based on my being a Sonesta Travel Pass ( Rewards) Member. Upon receiving today's fraud alert via Experian ( 11/2/24) I immediately called ***********. They, in turn, opened a case based on my disputing said charges. I also then called the front desk of the hotel, only to be placed on hold and then being told that "there is nothing I can do." So, in addition to another staff related lack of professionalism, incompetence, and total disregard to my being the customer I hung up. I am sick and tired of dealing with vendors; albeit borderline theft as it relates to charging MY credit card despite my never physically staying there or signing any documents. Ironically, I never received a 'fraud alert' targeting the April 2025 reservation at this same location. Essentially, it was a total waste of my afternoon to call Sonesta Select Phoenix Camelback. I informed the front desk agent that *********** had been contacted and a case was being opened. It was if nothing that I communicated mattered. Here's what every idiot in a service related position needs to get comprehend. Consumers are responsible for them having a job, period. If your position is " There is nothing I can do" then how is it that they are still employed? I am not going to be charged for any transaction(s) without my affixed signature, period. This incident mirrors identify theft on some level and needs to be resolved, hence this BBB complaint. It's simple: credit the $1.042.09 in conjunction with *********** OR I will just escalate this to the office of the ** Attorney General.
Business Response
Date: 11/04/2024
Good Afternoon,
Thank you for reaching out regarding your concerns. We do see two reservation booked in the system and are as follows:
The Confirmation number is 32944SE103835 and the location is Soneste Select Tempe Downtown November 20, 2024 to December 11, 2024. Regrettably, this was booked with the rate of *************************** Advance Purchase 10/01/2024 for the amount $2348.43 and is nonrefundable.
We do see another booking for Sonesta Select Phoenix Camelback for April *****, 2025 this was cancelled and no fees were incurred for this reservation.
If you feel that this information is incorrect we ask that you contact the hotel so w may complete a proper investigation. They can be reached at ************ and press 0 to speak with the front desk.
Thank you
Guest Relations
Customer Answer
Date: 11/05/2024
[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.

Regards,

******* ******
Initial Complaint
Date:10/31/2024
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 stayed in this hotel for 1 night booked on priceline. Mind you, I stayed at Sonesta near the airport before for several days with no issues with my deposit. When I checked out of the hotel, I was expecting my deposit of $150.00 back to my card/account. Its been a few days and dont have my deposit back yeah. I spoke with a staff member and was told that the deposit can take 30 days to return back into my account. This is unacceptable, if there was no damage to the room, my deposit shouldve been back in my account immediately.
Business Response
Date: 11/04/2024
Good Morning,
Thank you for reaching out regarding your incidental fee. We have reached out to the hotel on your be half and have received the following response please see below:
Hello,
The hotel has already released the funds. As previously mentioned, depending on your method of payment, it takes a certain timeline for the release on your bank. Notification signs are at the registration desk. It is there for our guest to be aware of the release timeline prior to using any method of payment at check in.If your bank has a bank email address, we will be willing to send them a release confirmation email. This communication can only happen between merchant and banks.Moreover, we have looked into your reservation. You checked out on the 28th. Your final bill was $15.98. At some point, once you see the settlement of the $15.98, the incidental would have already been released. You should not see any other line item from the hotel besides the $15.98.
***** **** SONESTA ES SUITES | LAKE BUENA VISTA Assistant GENERAL MANAGER T: ************ | *********************************************************

Please feel free to contact the hotel directly if you have any further questions.
Initial Complaint
Date:10/30/2024
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.
I p***aid for a room ok ***********. When I checked in, I was told I just needed to provide my credit card for $25 of incidentals. When I looked at my account about 30 minutes later, I was charged $25 and then $194.17. I went to ask for a refund. The *** at the desk (******* ******) refused to help or look at my proof. She mumbled that she should have given me the s***** room. I asked her what she said. She said she gave me a nice room, but should have given me a bad room. I asked to speak to a manager, and was very rude and said theyd in tomorrow. She then mumbled under her breathe dirty jew. And then walked away. **** Kathrine ******* was there. I told her the other employee was rude. She said she was having a bad day, I emailed **** all my proof. This took place Monday the 29th. The next day I was charged another $194.17. I emailed the proof to ****, I also spoke to the manager, *****. He was rude and unhelpful. He told me that he could process a refund, but wasnt going to. I want a refund, an apology from ***** and *******. My husband has reached out to several platforms and no one has contacted us. We want them to make it right.
Business Response
Date: 11/01/2024
Good Morning,
We appreciate your contact regarding the duplicate charge. We contacted the Hotel and can verify that they have reimbursed your fees. Kindly note that it may require 7 to 10 business days to receive this money.
Thank you for provided your feedback
Guest Relations
Customer Answer
Date: 11/01/2024
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.
. They charged me yesterday what they refunded me. And they refunded the wrong total. I agreed to pay $169.18. They are making me pay a higher rate. The file wont load, but can email a copy.

Regards,
*******

Business Response
Date: 11/08/2024
Good Morning,
Please reach out to the General Manager going forward with your concerns at ************.
Thank you
Guest Relations
Customer Answer
Date: 11/12/2024
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.
I have already spoken to the manager. He said he could help me, but wouldnt. Thats a waste of my time unless hes going to give me a complete refund, apologize, and have his employee apologize. Bottom line, I want all my money back and compensation for the time Ive wasted. If not, Im reporting your company (without question) to Consumer Affairs, ************************, and posting on several social media platforms until this matter is properly resolved.

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:10/28/2024
Type:Order 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 Labor Day weekend 2024 at this hotel I extended my stay left hotel to come back and find my room had been given to someone else and all my personal belongings disappeared my medical devices insulin and insulin pump and other prescriptions medication I was told I would get reimbursed for my items I signed a contract release them from liability for a settlement offer and 9/23 and I still have never received financial relief for my items I am a diabetic the money I had to spend to replace my items alone was over$700 I feel violated especially for someone to enter a room I payed for to just for my personal belongings to disappear And then I was told that they would comp me the room and they did not follow through with what they stated that they were going to do
Business Response
Date: 10/30/2024
Good Morning,
Thank you for getting in touch about your experience at Sonesta Simple Suites *********. We contacted the Hotel and they informed us that a reimbursement of $450.00 was issued on 10/28/2024. We regret the delay in receiving the funds, as the refund may take up to 7-10 business days to show on your card.
Thank you
Guest Relations
Initial Complaint
Date:10/23/2024
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.
Traveling on official **** ********* the clewiston inn failed to uphold and provide basic sanitary necessities to me and my colleagues. Upon disclosing our disapproval of the accommodations the hotel owner became belligerent and ran our **** travel cards for both an incorrect amount (including taxes) and duplicated the erroneous charge although we refused to stay the second night. This establishment sent us to an already occupied room, rooms were smoked in although no smoking rooms were promised, insects and dog hair was found in and amongst the sheets, human hair was in and amongst the bathroom, black mold was discovered both in bathrooms and corners of the room and lastly there was no hot water available in any of the showers.
Business Response
Date: 10/24/2024
Good Afternoon,
Thank you for reaching out to provide feedback regarding your stay. Regrettably I am not able to find any reservations under your name, can you please provide the name on the reservation and the reservation number in order to escalate your concerns.
Once we have this data we can proceed with your escalation.
Thank you
Guest Relations
Initial Complaint
Date:10/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a room for 6 nights from Wednesday October 2 2024 through Monday October 7 2024 at SONESTA SIMPLY SUITES ****************************** LOCATED AT *********************************************** and I did not receive my $250 deposit back that I paid at check in with my credit card. When I contacted the hotel after 10 business days I was told I was charged a smoking fee . I told them I did not smoke in the room and I do not smoke at all. Their actions have shown they are comfortable committing fraud and abusing the licenses that allow the company to operate as they have made false accusations in order to steal my credit card deposit. BOOKING CONFIRMATION # *****SE041399
Business Response
Date: 10/29/2024
Good Afternoon,
Thank you for reaching out regarding your stay at the Sonesta Simple Suites ******************************** I have spoken with the General Manager who advised me they have contacted you by phone and left a voicemail. They have approved the $250.00 refund, which can take 7-10 business days to be returned t you account.
Please reach out to the **** the General Manager if you have any further question.
Thank you
Guest Relations
Customer Answer
Date: 11/02/2024
Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* *****
Initial Complaint
Date:10/21/2024
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 am a flight attendant who stayed at the sonesta select on ******* ave. I checked in on 07/02/24 thru 09/20/2024. It is a dog friendly hotel and my mother would visit with our small dog, the manager ******** saw us on our way out the door and SCREAMED AT ** TO GET OUR DOG, NOW!!!! It was as if she was surprised to see a dog in a dog friendly hotel. She was very rude then and when we inquired about some extra charges, she brushed my mother off rudely saying (oh its because you bought stuff at the front desk) I know for a fact we only bought that overpriced stale candy once. Her attitude was so nasty I would avoid the front desk anytime she was there, I literally peeped in to see if ******** was working she really pushed my anxiety to a low point. But let me tell you about ********, she would park in the guest parking spots out front of the hotel, she spoke so rudely to me at 10:40 pm because she said she had a hard day dealing with "white people" - she also was very nasty with how she spoke to me degrading me in front of other guest and employees, she also ran my mothers card more than once, I have proof of the hotel running our credit cards at least 3 times a week and I just recently (10/21/2024) had a charge try for $400! My rate for staying there was $82 a night so $574 per *********** were PAID weekly, they were charging me over 6 to $700 per week and going in my account without our consent!! I tried to call their rewards program and they are saying they dont see my 3 month stay. Unbelievable I have warned the airline I work for and others about ******** and Daniellas nasty ways. I am not the only flight attendant who has been treated disrespectfully.
Business Response
Date: 10/25/2024
Good Morning,
We appreciate you contacting us about your experience at Sonesta Select ************. Thank you for sharing your feedback about the hotel staff, we take issues like this very seriously and will look into your concerns with the staff. In relation to the charges on your credit card, the payment system attempted to deduct the $656.00 balance as shown in the attached outstanding folio.

If you have any questions about these fees, please contact the hotel at ************.
Thank you
Guest Relations
Customer Answer
Date: 10/25/2024
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.
[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,
*******
Initial Complaint
Date:10/20/2024
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.
Fraudulent schemes, criminal mischief, money laundering, housing illegal immigrants and attempts at identity theft.
Business Response
Date: 10/21/2024
Good Morning,
Thank you for reaching out in order to assist you, can you please provide details regarding your concerns and what resolution you are requesting?
Thank y
Guest Relations

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Sonesta International Hotels Corporation is NOT a BBB Accredited Business.