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Business Profile

Hotels

Sonesta International Hotels Corporation

This business is NOT BBB Accredited.

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Complaints

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

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Sonesta International Hotels Corporation has 212 locations, listed below.

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    Customer Complaints Summary

    • 271 total complaints in the last 3 years.
    • 113 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 reservation through Happy Gecko Travel for the Sonesta ********************************* in ********** for the week of 4/26/2025 through 5/3/2025, which was paid in full. My room is booked as part of a group reservation for Central Oklahoma *************** (COPA). I cancelled the reservation on 6/7/2024 through Happy Gecko, and was told my refund would be issued by the resort in 90 days. That has passed, and the travel agent says his calls and emails were not returned until the last week of September, when he was told my refund would be issued within 2 weeks. That has passed, and the travel agent says once again his calls are not being returned by the resort. I am due a refund of $2,474.33 which is a room rate of $2,799.33 less a $325.00 early payment discount.

      Business Response

      Date: 10/21/2024

      Good Morning,

      Please note we have investigated this case and found no reservation in our system for this client, Ms. ***** did reach out to our reservations team in September and was asked to furnish additional information (confirmation number) as we were unable to locate her booking, she was unable to provide same as she claimed to have been booked under a group block.furthermore, it is to be noted we have no upcoming group by the name of COPA for 2025.Unfortunately, Ms. ***** may have been victim of a SCAM.

      Best Regards

      Guest Relations 

    • Initial Complaint

      Date:10/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Sonesta ******************************** October 3-4 2024. It was a Thursday night. Checked into room. Soon as we get into room we relax and lay in the bed. Immediately I start itching and getting bit up on my stomach and underneath my chin. I went down to front desk told the man what happened and showed the few bites that had happened . He offered me Clorox wipes to wipe the room down and assured me that they had just cleaned everything that Tuesday and Wednesday. He had nothing else to offer me but some wipes to disinfect and told me to come back down if I needed more. Didnt offer another room or anything because it was an air show going on or something and no other rooms available I believe. I then had to go to the store myself and get disinfect spray and etc and my own blanket . I called a few days later and made a complaint with guest relations and they sent in a ticket. It is now Wednesday, October 16th and nothing has still been resolved. I actually still have the bites on me and pics to prove it. I love Sonesta and just want to make sure that they are really cleaning and inspecting each room. When I talked with guess relations she asked if I would like a complimentary stay and I said that would be nice but I would be scared to sleep there in the bed again afraid I might get bit up again. A stay would be nice only if I was sure they cleaned the room top tier or offered a complimentary stay at a diff location.

      Business Response

      Date: 10/21/2024

      Good Morning,

      Thank you for reaching out regarding your concerns.  We have reached out to the hotel and they have advised the following:

      All hotel mattress had just been changed out the day prior to the guest staying with us.  The guest was the first ****** to ever sleep on these new bed. I checked her in and checked her out....Other than her reporting ichy - she said nothing else. Room change would not been helpful as all beds are the same and new. She also told me that her boyfriend was not having any issues.

      We advised that you please contact the hotel directly and speak with the Assistant General Manager **** ****** if you have any further questions at ************.

      Thank you

      Guest Relations 

    • Initial Complaint

      Date:10/02/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      October 1, 2024 booked on travel points one night stay,I have 4 pending charges one for ****** and 3 for ****** which I shouldn't be charged because of travel points spoke to katalene manager she will not release and refund me $664.90 back on my credit card

      Business Response

      Date: 10/04/2024

      Good Afternoon,

      The funds on hold have been released from the hotel upon guest`s departure. The GM had a conference call with the guest and her bank on October 3, and the bank representative confirmed that there are no charges processed by the hotel only a hold that will be removed by Friday

      Thank you 

      Guest Relations 

      Customer Answer

      Date: 10/04/2024

      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 # 22370897. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 





      Holding up my available credit. AND I WAS CHARGED AND A CREDIT BACK ON ONE AMOUNT OF 188.30. ONLY 

      Business Response

      Date: 10/08/2024

      Good Morning,

      As stated in our previous email, your funds have been released on Sonesta's side.  Please contact your bank for further concerns around your held funds.

      Thank you

      Guest Relations 

    • Initial Complaint

      Date:10/01/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 checked a little between 445 pm and 5 pm....I left a little after 8 or 9pm...I came back after 11pm and someone had gone into my room and literally stole my big bottle of titos liquor!!!! Now I'm afraid shaking because who went in there? The manager isn't even offering me a refund ?? and telling me I have to wait til morning for head house keeper to look at the cameras ?? now I have to find somewhere else to stay!! I paid almost 200 dollars this is ridiculous!!! I'll never stay here again and I'm going to tell everyone what happened

      Business Response

      Date: 10/01/2024

      Good Afternoon,

      Thank you for reaching out, in order to assist you can you please provide the details of your reservation.

      Hotel Name:

      Name on the reservation:

      Reservation Number:

      Once we have this information, we will be more then happy to assist.

      Thank you

      Guest Relations 

    • Initial Complaint

      Date:09/23/2024

      Type:Product Issues
      Status:
      Resolved
      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 originally booked 3 nights at the hotel at a room rate of $225/night, but upon arrival considered shortening our trip by 1 day. When I consulted with the front desk, they confirmed that if I let them know by the 2nd day that I could reduce my stay to 2 nights with no additional fees or charges. Based on that, I made arrangements for our trip to leave in the evening of our 2nd day, rather than the next morning.While the stay itself was fine, when I received my bill I was charged more for the 2 nights than I was quoted for a full 3 nights. After inquiring with the hotel manager, I was told that this was booked as a 'buy 2 get 1 free' stay so when I removed a night I was then to be charged the regular rate instead. When I booked, $225 was my quoted room rate and I didn't select any deal, I also reviewed my confirmation email and found nothing about the quoted room rate being part of a package.The entire point of changing our trip plans was to reduce the cost, and I find it very suspicious that we were not informed at any point in this process that we would end up being charged more for 2 nights than the 3 we originally booked, if we were to modify the reservation. The manager gave no further correspondence on the situation outside of a 'too bad' type of initial response.While the hotel was nice, this whole interaction felt like I was being scammed/taken advantage of, and I can't recommend dealing with a company that handles their business like this.

      Business Response

      Date: 09/25/2024

      Hello ****,

      Thank you for reaching out, I was advised by the hotel that the director of rooms has contacted you and offered the refund.

      Please let me know if this isn't the case.

      Best Regards

      Guest Relations 

      Customer Answer

      Date: 09/25/2024

      [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:09/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This hotel since check in the toilet moved and wiggled everywhere the shower head poured out water I went to the front desk every day asking to speak to the manager everyday it got a smell in there the front desk knew me by name on the last day of my stay I checked out and moved to another hotel I informed them of that once I went down and the morning desk clerk said my card was trying to be charged again saying it is how the system worked for hotel charges still no maintenance

      Business Response

      Date: 09/27/2024

      Hello,

      We are saddened to see this concern come through as we tried multiple times while Mr Rogers was staying onsite with us to resolve his maintenance concerns unfortunately, the team's efforts to resolve were met with a refusal to allow anyone in the guestroom. There were also efforts made to room move, which were also denied. Once upper management was made aware of the onsite concerns, two full nights were credited back to Mr Rogers in the amount of $583.92. Unfortunately, the guest did depart 1-night early before upper management could speak in person with him. The front office manager, Derek, did connect with Mr Rogers on 9.3 and explained this all as well as our sincerest apologies for all stay concerns. Almost 50% of Mr Roger's stay was credited, and he also submitted a charge-back for the full amount of the original stay, which now ties our hands on any direct resolution efforts with the guest.

      Thank you.

    • Initial Complaint

      Date:09/21/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had a stay at this location and I was accused of smoking in my room. I had informed the manager I wasnt and I was harassed for 3 days before I was told I could no longer stay here. Some staff and guests smoke so it was clearly biased. To add insult to injury I work from home and the manager ****** knew that and the day I decided to extend when i was told All week I could, he doesn't show and had the assistant manager tell while laughing in my face like it was a joke. I had called the police the day of check out because he tried charging my card over $600 and its my word against management. In retaliation a hour prior he recalled the police and had me and my girlfriend sign a forever trespassing warrant. I had contacted sonesta corporate office Guest Relations Case - ********* on Sept 6th and September 14th ********* with no response. I'm seeking a refund of ****** back to the original card and ****** and ****** at the Sonesta Simply Suites Scottsdale North need to be severely retrained as they are on a power trip to not even respond to either case of mines

      Business Response

      Date: 09/24/2024

      Good Morning,

      Thank you for contacting us with your concerns around your experience at the Sonesta Simple Suites ******************. Following a thorough investigation, it has been concluded that the room contained a smell of smoke. Furthermore, your interaction with the hotel staff was below expectations. Reports of disrespectful and malicious name calling towards our staff have been received, unfortunately, your request for a refund has been denied and this matter is now considered resolved.

      Thank you

      Guest Relations 

    • Initial Complaint

      Date:09/18/2024

      Type:Product Issues
      Status:
      Resolved
      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 Sonesta ****** on Labor Day weekend, got an extra credit for food/beverage of ten dollars(attached), I confirmed before I used with *****, she appears to be manager, Im not sure. I used at their restaurant and they charged me anyway when I saw my receipt (attached). I asked the front desk man (I believe his name is Shaman/ ****, I dont remember)to fix it and he said Im sorry I will fix and send you the refund and right receipt. At the same day that I was leaving (9/2) I never received anything tried to contact them again and they never responded me. Thats why Im here. I would like the 10$ dollar refund since it was a credit during my stay. Thank you.

      Business Response

      Date: 09/23/2024

      Hello Camila,

      Thank you for reaching out with your concerns around the $10.00 charge.  I was advised by the General Manager contacted you and advise these charges have been reversed.

      Please let me know if there is anything else we can assist with.

      Thank 

      Guest Relations 

      Customer Answer

      Date: 09/23/2024

      [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:09/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 prepaid for my stay Aug ***** at Sonesta located at **********************************************. When I arrived, I was advised a $150 deposit was required, so I gave them my credit card and I was charged $150. I was then charged over $30 without my knowledge. When I called about the unauthorized charge, I was advised it was an error. And it would be reversed that day which was on the 26th of August. And the deposit of $150 would be released as well. My credit card has had a hold from this company since August 24th 2024. I've called more than five times trying to speak with the manager ***** who never returned my call as the hold is still on my account as of today September 12th. I spoke with someone named **** yesterday the 11th and today the 12th who said that ***** was there but away from her desk again. I'm unable to use my funds on my card and had an unauthorized charge placed on my account and nobody is doing anything about it.

      Business Response

      Date: 09/16/2024

      Hello ****************,

      Thank you for taking the time to speak with me today. As discussed on the phone, I do apologise for the length of time that the deposit was held on your card and the length of time it has taken you to get a resolution on this matter. While you had reached out several times, I had just learned of this issue yesterday and processed the refund on your card yesterday. For all of the trouble you have encountered, per our conversation, I would like to offer you a complimentary night on your next trip back to our area. When you are ready to book this reservation, please feel free to send me an email with the dates and am happy to make that reservation for you.

      Thank you and look forward to having you as our guest again.********************* GENERAL MANAGER SONESTA ES SUITES DETROIT-**************: ************ |F: ************ sonesta.com/essuites

      Customer Answer

      Date: 09/16/2024

      [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:09/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This hotel is infested with bugs and it is not safe for guests to continue staying there On December 4th I had a layover here and notified the front desk of my room 909 had bugs inside they moved me to the executive level and bugs were all over the nightstand. If bugs are In the executive level as well ad regular rooms then the entire hotel is infested.

      Business Response

      Date: 09/06/2024

      Hello *****,

      Please see the below response from the hotel:

      Dear *****,

      I received your complaints through our central customer care team. I am truly sorry to hear about your experience.

       We have regular treatments by Ecolab and no positive findings have been recorded since I got here. Now, I see this was almost a year ago. I did speak with the rooms director who has been here for 7 years, but she had no recollection of this situation.

      I am saddened to see you waited so long to contact us. It so much harder to get this addressed after such long time.

      But I want to ask if there is anything I can do for you now? Are you planning to return to Charlotte?

      Please feel free to reach out to me, you can respond to this email or call me at *************.

      I look forward to hearing from you.

      All the best!***

    Sonesta International Hotels Corporation is NOT a BBB Accredited Business.

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