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 Select Indianapolis Carmel

  37 W 103rd St Carmel, IN 46290

• 

  Sonesta ES Suites Somerset

  260 Davidson Ave Somerset, NJ 08873-4115

• 

  Sonesta Simply Suites Las Vegas Convention Center

  4034 South Paradise Rd Las Vegas, NV 89109

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/04/2024

  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 stayed at the Sonesta Simply Suites in ********* ** for two nights, August 9th and 10th 2024, checking out on August 11, 2024. The hotel placed a $100 deposit hold on my CashApp account. I was told the $100 hold would be released 3-5 days after checkout. It's never been released. I tried calling the hotel phone number about 10 times in a week. Each time the phone rang about 20 times and hung up. Their website doesn't allow email contact and says call hotel directly. I called Sonesta Corporate on 8/23/24 and complained. They opened complaint ticket case number #********* and stated the hotel would contact me. The hotel did not contact me. I again called Corporate on 8/30/24 and was told it should be released anytime but if not released, call them back September 2, 2024. I am tired of chasing down my $100. This is a routine accounting activity in the hotel business and the fact the hotel has no phone answering capability is crazy. Thank you.

  Business Response

  Date: 09/09/2024

  Good Morning,

  The guest was contacted by the hotel directly with the folio attached.  This shows the fee was returned to the guest, please allow 7-10 business days for these funds to be release.  If it is outside this time frame please contact your financial institution.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 09/12/2024

  [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:09/03/2024

  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 was contacted on July 3, 2024 by ******* at the front desk of the ** Austin at the Domain area location at 1:06 PM re: luggage in my room. The problem is, I never booked this hotel nor have I ever been to Austin. He stated that he'd call me back but never did. I called back two days later, but he wasn't available at work. A stay for the dates of June 30th to July 4th is logged to my account. I have emailed Sonesta's customer service twice, but haven't received a response.

  Business Response

  Date: 09/04/2024

  Hello *********,

  Thank you for reaching out regarding your concerns.  Could you please provide a bit more details as I don't see any reservations under your name in the system.  Do you have a full hotel name, a reservation number?

  Once I have this information I will investigate your concerns.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 09/04/2024

  Hello,

  I did not see an option to reply to the message from Sonesta, only the option to accept or reject their response. I've attached a screenshot from my Sonesta account of the stay. The dates of the stay are June 30th-July 4th at the Sonesta ES Suites The Domain Area - North Austin Hotel. The Reservation ID is *************.
  

  
  Regards,

  *********

   

   

  Business Response

  Date: 09/06/2024

  Good afternoon

  Our apologies for the inconvenience, weve already incorporated measures to assure this issue wont happen again in the future.Weve concluded the inception of the issue was a human typing error.Since your last name ********* is typed exactly as the name of another guest profile, at some point, there was a typing error that added your profile to the reservation which was indeed checking in to the hotel that day.That being said, please rest assured that all your credit card information, travel pass information and any information that might be considered delicate, was not shared nor copied for that reservation.The only thing that this name typing mistake caused, was the addition of your name and profile, exclusively.Mistake that of course has now been corrected, which for again, let us offer our apologies.

   Warm regards,-Sonesta ES suites management.

• Initial Complaint

  Date:08/29/2024

  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.

  my issue is with ****************** (front desk) When I checked in I paid every Friday, the price was $82 per night with company discount. However after staying there over 2 months (for work) I nothiced certain prices on my account that I did not authorize. When I checked with ********, who is rude and very nasty to me, she said "Oh, well maybe you got some things from the front desk". This was on Monday 8/26/24. I had her print out my charges and yes there were charges I did not authorize! The room rate should bes $574 per week no taxes at all. But my charges were $900 then $679 or small charges that add up to a significant amount. Also she charged me $75 for a cat when I own a dog! The front desk never communicated to me that I was being charged for a cat, they only give you a print out if you demand one. Also this is a DOG friendly location and ******** saw me walking my dog out of the front door and she YELLED at me and my son to lease the dog. Now its not what you do but how you do it and ******** screamed at me like I was an idiot or a child. Shes very disrespectful! Also ******* at the front desk said to me at 10:40 pm (she works 3-11) "Im so sick of these white people all they do is demand and complain" Now my son who was with me is part Irish, my husband his father is Irish. That comment hurt so bad, it really hurt my son emotionally. After never missing a payment and never causing any issues I really feel I've been overcharged - and disrespected by ******** and *******. I really feel ******** has overcharged me and given me nothing but attitude and sabotage. She is really a nasty person to have running the front desk. I also have audio of our trasnsactions to submit to an attorney.

  Business Response

  Date: 08/30/2024

  Good Morning,

  Thank you for reaching out with your feedback.  Regrettably, I am having difficult finding a reservation under your name.  Could you please provide the full name of the hotel you are staying at and the name that shows on your folio's please?

  Thank you

  Guest Relations 

• Initial Complaint

  Date:08/29/2024

  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.

  08/14/2024:We check into Sonesta Es Suites in Anaheim,My girlfriend presents that we have a service dog trained for my daughters disabilities and share the letter confirming that information. They responded that we would still need to pay a pet service cleaning fee as for they charge this fee for all pets including all dogs that check in. My girlfriend not familiar with the exemption told them to charge the card on file. Sonesta then proceeded to communicate to my girlfriend that they were keeping that letter for reference. My girlfriend unaware or confused of things came back to me to relay the details.About 4 days later as Im sleeping in late my girlfriend attempts to extend the room and asks the front desk lady if they accepted cash. The front desk says no plastic only. A few hours elapse and the front desk comes to the door and asks for payment to secure the room. I communicate for them to run the card on file. She goes downstairs and returns 15 mins later. She states we needed to check out immediately if not she was going to contact local authorities. I tell her to bring the police. She goes downstairs and about an hour later she returns with 2 officers. The police communicated that if the landlord was claiming that we were tresspassing that I was liable to be arrested if I chose not to vacate. I felt we had the right to be there because they were refusing our payment and holding our deposit we argued until I decided that it was time for us to leave. As it dawns on me that all of our belongings was impossible to fit in my one vehicle I got loud and started shouting for her to run the dam card on the file. The police look at her and tell her that she needed to consider the **************** the lady goes back downstairs and runs the card on file. She calls the room 5 minutes later and states that checkout time is at 11 am. So all the police, all the arguing for nothing. Completely wasted everybodys time and most certainly disturbed our peace.

  Business Response

  Date: 09/03/2024

  Mr. ****** reached out directly to us. The following email was sent to him on 08/28/24;

   

  Mr. ******,I did look into this and I thank you for your patience. In short, I have not seen any indication that you were discriminated or retaliated against (despite your suspicions, no "note" was placed on your name or account and the ********************** were not given any information about your previous inquiry).Our records indicate that you were a guest at the Sonesta ES Suites Anaheim from August 14 to August 15, and then August 15 to August 20 (which you were extending on a daily basis). Your credit card was charged a total of $1,178.09 for those two stays, which amounts to $1,028.09 in room charges and the standard $150 incidental hold. I am told that you did not inform the front desk staff at the time of check in that the animal with you was a service animal, and that when you did inform them of that the next morning, the $75 pet fee was immediately removed. On August 19, a call was made to the front desk (I presume by your significant other) who requested that the card on file be charged for that night's extension. Because she was not the card holder, the front desk informed her that you (the card holder) needed to come to the front desk to authorize the charge, in accordance with Sonesta policy. She then informed the front desk staff that she would bring a new card down; she did not do so, and at 9PM (9 or so hours after check out time), staff then went to your room to inquire as to payment, and you informed her that the incidental hold should be used for the stay the night of August 19. The staff member informed you that the incidental hold is separate from the payment for the room and payment would need to be presented for the night of August 19 or you would need to vacate the room. After you refused to provide payment, the police were called. Ultimately, you did provide payment, and you checked out the next ********** is also my understanding that you stayed at a different location, the Sonesta Simply Suites, on August 11 via a redemption of your Travel Pass points. I believe you then stayed at that hotel for 2 more nights under the ****** Magic Pass rate. Your Travel Pass account number was noted on that reservation and I presume any points you gained have been deposited into your Travel Pass account.I am not certain what you are referring to when you state that the hotel "failed to apply the rewards points that the victims earned during their stay." Travel Pass points are not awarded during the course of a stay and any points obtained during a stay cannot be used during that same stay. See Section 4.1 of the Travel Pass Terms and Conditions.We are very sorry to hear that your stay did not meet your expectations but your allegations concerning discrimination and retaliation are without basis.

  Customer Answer

  Date: 09/08/2024

  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. 

  Your recollection of events are not accurate. Specifically the documentation about the service dog was kept by the front desk lady after she communicated to ****** that all dogs are charged a pet service cleaning fee including service dogs. If I have to reiterate that one more time, Im going to turn this over to the authorities.
  The next morning i called into customer service which is all documented by the way. And Ive already demanded Sonestas General Counsel to preserve any and all evidence which I will also do the same below. I call into customer service and question why were we being charged a pet service fee for our service dog and why the heck did they keep our confidential document.

  
  We were placed on hold and after the gentleman returned to the phone call he communicated that they were sorry about the events that occurred. They refunded the pet fee. And they gave the letter back in a Sonesta envelope so if youre going to sit here and just write whatever the heck you feel like writing, along with everything else, its been documented, this correspondence is being duly noted also.  
  
  At this time I am demanding that Representatives of Sonesta stop giving false pretenses, stop omitting facts, stop giving false statements because it is having a disparaging impact on my family and aside from this discriminatory treatment, we get our incidental deposit withheld with no explanation and we get overcharged in fees and the room rate gets adjusted. I didnt approve of any price changes and its evident Sonesta has gotten to a point where you guys think youre invincible by charging customers whatever you guys feel like charging, and keeping customers incidental deposit with no explanation,  not responding to customers complaints truthfully and being untruthful with them when they are responded just like this response i had to read today from you, then you have counsel preaching CA law and they are not even licensed to practice in CA raising serious *** claims. This hotel chain to act this boldly towards families where disabilities are present is despicable.

  There are two demands I am going to make. First one is to provide me with the copies of the responses from Guest Relations Claim Reference #********* and Guest Relations Claim Reference #*********. 
  

  If you dont intend on providing those copies there is no point in even responding to this message. At this moment, before anything and everything I want copies of those responses to those case numbers provided the next time this inquiry is responded to.  And the second demand Im going to repeat myself.

  Please allow this correspondence to serve as a formal notice as a demand for the preservation of all relevant evidence.

  We have obtained documentation that clearly indicates a pattern of misinformation and omission by your staff, which has significantly impacted our rights and well-being. Such actions are not only unethical but also illegal, and we intend to pursue all available legal remedies to address these violations.
  

  In light of the above, you are hereby instructed to preserve and maintain all evidence related to this matter. This includes, but is not limited to, the following:
  
  Paper Documents: All personnel records, guest records, and any other paper documents relevant to this case.

  Electronic Records: Emails, digital files, any other electronic records, and video surveillance/audio recordings.

  Hard Drives, Backup Discs, etc.: All storage devices containing relevant information.
  

  Phone Records: Call logs, voice mails, text messages, and any other phone-related records.

  Social Media Posts and Correspondence: All social media activity and related correspondence.

  Any Other Material Evidence: Any other evidence that may be pertinent to this case.
  Previous Complaints from Guests:

   All records and information related to previous complaints from guests.

  Inspection Records: All records of inspections conducted at the hotel.
  
  Maintenance Reports: All maintenance reports related to the hotel premises.
  

  Repair Records: All records of repairs conducted at the hotel.
  

  Failure to preserve the above-mentioned evidence may result in severe legal consequences, including but not limited to sanctions for spoliation of evidence. We expect your full cooperation in this matter and trust that you will take all necessary steps to ensure the preservation of all relevant materials.

  Please acknowledge receipt of this letter and confirm in writing that you will comply with this preservation demand. 
  

  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,

  ******

   

   

• Initial Complaint

  Date:08/28/2024

  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 recent stay at this hotel was an unfortunate and deeply disappointing experience. My family and I booked a four-night stay, but due to severe health and cleanliness issues in our room (1811), we were forced to relocate to a sister hotel at 1 AM with our 5-month-old baby. Every available room we were offered either had ants or cockroaches. This unexpected disruption caused us to cancel our visit to ************ and completely reschedule our trip.Despite being initially assured by management that our entire stay would be refunded, I later discovered that they only refunded the first night. Attempts to resolve this issue with the hotel were met with unhelpful responses. A supervisor even hung up on me when I reiterated our agreement, stating that I could escalate the matter to the ***************************, corporate level, or post reviewsthey were firm in refusing the refund that had been agreed upon by the hotel supervisor.The condition of the rooms was unacceptableour son's *********** was infested with ants, and we encountered a cockroach in the second room (1611). These serious health concerns were not handled appropriately by the hotel staff, adding to our frustration. Both my son and I developed rashes due to the severe health issues we encountered.I strongly advise against staying at this hotel until they address these significant issues with cleanliness, customer service, and honoring their commitments.I am asking for the full refund.

  Business Response

  Date: 09/03/2024

  Good Morning,

  I would like to first thank you for sending your feedback regarding your stay at the Sonesta ES Suites Nashville
  Brentwood. 
  
  At Sonesta, we strive to offer excellent service, ensuring we address all concerns and communicate effectively with our guests. I have confirmed that the hotel has provided you a full refund for your one night stay at the Sonesta ES Suites Nashville
  Brentwood, confirmation number 32986SE037365. I have contacted the Hotel's Leadership Team on your behalf to share all of your concerns with them.

  Thank you

  Guest Relations 
  
  

  Customer Answer

  Date: 09/03/2024

  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 # 22212286. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  To Whom It May Concern,
  
  I am writing to follow up on a critical issue that requires immediate attention. Despite multiple attempts to resolve this matter through your team, I have remained patient and respectful in my communications with Supervisor Kieion, who initially agreed to refund all four nights after fully understanding the situation. However, I was later informed that only one night would be refunded. This abrupt change is unacceptable and has only worsened the situation.
  
  To clarify, the hotel failed to provide an available room for our second night. The room we were initially placed in had ants and cockroaches—a serious health violation—that forced us to leave. The decision to relocate us to another hotel was made by the SONESTA ES Suites Nashville Brentwood staff, not by me. This was entirely the hotel’s responsibility.
  
  Furthermore, since there were no other clean rooms available, we were forced to relocate at 1 AM, which completely disrupted our vacation and required us to extend our stay by an additional day just to recover. The hotel's negligence not only ruined our plans but also resulted in both my son and me developing rashes due to the unsanitary conditions of the room.
  
  According to the U.S. Department of Health and Human Services (HHS) guidelines, establishments providing accommodation services are required to maintain a safe and sanitary environment to prevent health hazards such as pest infestations. Failure to do so is considered a violation of health codes and can lead to serious health consequences, as demonstrated in our case.
  
  Additionally, under the "Implied Warranty of Habitability," hotels are legally obligated to provide accommodations that are fit for occupancy, which includes ensuring that rooms are free from significant health and safety hazards. The presence of pests like ants and cockroaches clearly violates this standard, making the room unfit for habitation.
  
  I have attached pictures of my son's rashes as evidence of the health issues caused by the room’s condition. The hotel’s failure to meet these basic health standards has led to serious consequences, and I am therefore requesting a full refund for all four nights.
  
  Given the severity of these issues, I expect the full refund for four nights to be processed immediately. Any further delays are unacceptable. I trust this matter will be resolved promptly; otherwise, I will be forced to explore alternative avenues to seek a resolution.
  
  Sincerely,
  Hongzhi

   
  
  
  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,
  

  Hongzhi

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/09/2024

  Guest has been fully refunded. 

  Customer Answer

  Date: 09/13/2024

  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 # 22212286. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Dear Sir/Madam,
  
  I am writing to formally file a complaint against Sonesta ES Suites Nashville Brentwood regarding their failure to honor a full refund as previously confirmed.
  
  In the previous reply, I was informed by the company's representative that I would be receiving a full refund for my four-night stay. However, after contacting my credit card company, I was notified that the hotel manager at Sonesta ES Suites Nashville Brentwood denied the full refund request during a conversation dated September 12, 2024.
  
  This rejection contradicts the prior communication I received confirming a full refund, which has not yet been processed. I would like clarification on the status of this refund and the exact steps being taken to ensure the full amount for the four nights is reimbursed as promised.
  
  Please address this issue promptly, as I have taken all necessary steps from my side, and the matter remains unresolved. Your timely response regarding the refund process will be greatly appreciated.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Hongzhi Qilin
  
  
  
  
  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,
  

  Hongzhi

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 10/08/2024

  The guest was provided a
  refund.  Spoke with the guest over the
  phone and advised that the hotel has approved the refund he just needs to
  call Expedia to request the refund again and the hotel will approve it 

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I went to Sonesta ES in ********* , ** for a 4 night stay. The hotel smelled of cigarettes and old carpet badly. Our clothes smelled of cigarettes. I could not breathe in my room so I had to sleep with windows open. It was a party downstairs with loud music by the pool. Its states that parties are not allowed and smoking in the rooms are not allowed that is why we booked. The hall smelled badly. We were able to switch rooms on our last day but the smell was still horrible in the hallways and main lobby. I would like a full refund

  Business Response

  Date: 09/04/2024

  Hello *****************,
  
  Thank you for your feedback.  My team and I look at your feedback as a vital tool as it tells us where we are doing great and where we can improve.  From the information I received, I can see that we didnt meet your or our standards and I can completely understand your frustration.   We take the odour concerns caused by smoking in the rooms and hallways very seriously as if affects the stays for other guests such as yourself. 

  
  Due to the experience, you had with us I have rebated two nights off your stay with us.  You should see that reflected in approximately one to two business days depending on your banks speed to process the rebate.  Once again, I apologise for the experience you had with us *****************.  If you have any further questions, please let us know. 
  
  Warmest Regards,

  Guest Relations 

• Initial Complaint

  Date:08/23/2024

  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 had booked a reservation at the Sonesta Select ********************************************************** using my Travel Pass Points for the night of Friday August 16, 2024 and then paying for the second night which was Saturday August 17, 2024. I confirmed with both the travel pass customer service and the hotel customer service that this was confirmed. When I got to the hotel on Friday August ******* and explained that I was using points for one night and paying for the other; they stated that this would be fine and I would only be charged for one night as my points would cover the other night. When I checked out I noticed that I was charged for both nights and I preceded to explain the situation to the front desk clerk and was told I would need to speak to the operations manager ***** about it. When I called ***** on Monday August 19, 2024, he was very rude and eventually hung up on me. I submitted a formal complaint that went nowhere, so today I called the hotel and spoke to the operations manager ***** who stated that I would need to call travel pass. I called travel pass and explained the situation and they stated that they would call over to the hotel and get the refund as they could see that I used points for the one night. Come to find out the hotel marked my point reservation as a no show and created a new reservation for two nights. Even understanding the situation; ***** from the Sonesta would not refund me the money instead suggested that my points be refunded. I told the travel pass agent that I would be submitting a BBB complaint as I do not want the points as I will never stay at another Sonesta again. I am now seeking a full refund for my stay as it had been lost time that I have had to take off work to address the issue.

  Business Response

  Date: 08/27/2024

  Good Afternoon ****,

  Thank you for getting in touch about the billing problems you experienced during your last visit. I have verified with the hotel that your refund will be processed within the next day or two. Please wait for a maximum of 30 business days for the funds to be released by your bank.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 08/27/2024

  [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. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/19/2024

  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.

  On 6/7/24 around 9:30PM CDT, I called Sonesta's hotels reservation line 20 minutes before arriving at the hotel to see if they could accommodate a small dog. I asked if they would waive a fee with *** documentation. The representative kept repeating himself saying that they "don't discriminate against your dog." After much back and forth, he finally gave me an answer and told me that they do not waive the pet fee, but that he could book me in a room now. I told him I planned to book on Booking.com as they had a discount going on that I wasnt sure booking with the hotel directly could beat. The representative then went over 3 different room options, a queen, a king, and a suite that all costed more than what Booking.com was offering me. He told me that he could guarantee a room, but a third party couldn't. I was really frustrated as the representative tried to push me to book a room with him when he was barely listening to me. I told him that I was going to book online and disconnected the call. I arrived at the hotel around 10PM and the front desk told me they couldn't accommodate my reservation for 1 King Room with a Sofa Bed because the hotel was fully booked. I asked if it was booked just within the past 20 minutes. She said that "it wouldnt make sense to give me a room that other people had booked months in advance." I asked her why their reservation line was trying to book me in a room if there was not one available. She claimed that their reservation dont know what theyre talking about and that she didnt know why. She then said that the only thing they had available was a suite that I would have to pay out of pocket for $281.87 a night. It was getting late, so I booked the suite. Booking.com told me that it was the hotels fault. Sonesta, through Booking.com, only offered a credit of $38.66 at 11:23PM via email on 6/7. The original room cost $128.87 ($3.50 service charge), so it was still a $114 difference. I would like a refund for my inconvenience.

  Business Response

  Date: 08/23/2024

  Hello ********,

  Thank you for getting in touch about your issues at the Sonesta Select *********** Airport. I received a response from the Hotel informing me that they have issued a refund of $278.33 to your **** ending in 2776.

  Let us know if there is anything else we can assist you with

  Thank you

  Guest Relations 

  Customer Answer

  Date: 08/23/2024

  [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:08/19/2024

  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.

  Unfortunately, my stay at your ********* location will be one my family remembers as the worst experience. In fairness, I'm requesting a partial refund of my stay in addition to the $200 incidentals hold that was never refunded after my checkout, totaling ******. We immediately notified the front desk that the room was not handicapped or walk-in accessible Walking to the door, overflowing trash cans welcomed me, trash on the ground, dog feces, and cigarette butts. The concrete was stained from the trash. The suite had a strong odor; the refrigerators smelled of rotten food, stuck-on food, hair, and other unknown substances inside. The floors were dirty, with bug carcasses in each corner. The tubs had hair and other debris left inside. Mold and mildew stretch from each side of the tub. There was also visible fungus from the drain. This was immediately reported to the front desk. The pool was dirty and contained a thick white film; flowers, leaves, and bugs floated in the water. The poolside furniture was either broken or too messy to sit on. There were visible beer containers and visible cigarette butts. Most seriously, it is a non-functioning, handicapped, accessible pool lift. The free breakfast area had dirty garbage cans overflown inches from the exposed food buffet.Dried and stuck on food lived in the drinks station, tables, and countertops. Gnats and files roamed free to feast on the buffet. On July 9, 2024, around 2 pm, While my disabled mother sat undressed on the couch, another hotel customer and her husband entered her room with a hotel key. Their response "Oh, my bad." On July 12, 2024, I was showering the fire alarm rang in our room. I contacted the front desk immediately, but the room phone did not work. Had this been an emergency or not cell phone access, we would have faced grave danger.

  Business Response

  Date: 08/22/2024

  Hello *******.

  Thank you for contacting us about your stay at Sonesta *****************************. We talked to the Assistant General Manager, who informed us that one room had accessibility for handicapped individuals with a roll-in shower. They also mentioned that you stayed for all 4 nights, suggesting that you were satisfied with your accommodations. Regarding your incidental hold, the amount of time it takes to be released can vary depending on the payment method used for your reservation, potentially taking up to 10 business days if paid with a Credit Card. If payment is made with a Debit Card, it may take as long as 30 business days to be processed and released.

  Regrettably your request for refund has been denied, If you want to dispute the decision of the hotel please feel free to call the hotel directly at ************.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 08/22/2024

  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. 
  

  Unfortunately, you did not provide a refund for my incidentals, its been well

  over 30 days. I have asked for a partial refund, opened another case with Sonesta and will continue to use all

  outlets until a responsible agreement has been made. I have already contacted several sonesta ES leaders, owners and will continue my goal to report you all to the state of ********* for the multiple state and federal guidelines your hotel has broken. Especially with the several *** violations you have and still have at your hotel. I have already submitted a more in depth report with photos, and bank statements to prove my case. I encourage you to research and find my full report which provides more details than the BBB will alllow in a claim. 

   

  
  
  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,

  Shemeda

   

   

  Business Response

  Date: 08/27/2024

  Good Morning,

  We have contacted the hotel regarding your concerns, please see below the details we received:

  As far as the $100 deposit we released it when they checked out its now up to their financial institution.  Im not sure the time frame it takes for them to release the funds at your bank level, I do know that we released it on 7.13.24.  As for your ADA room we can see that you did book and stay in the ADA room as seen in the attached screenshot.

  Thank you 

  Guest Relations 

• Initial Complaint

  Date:08/17/2024

  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.

  On 7/22/2024 (weekend during a worldwide ********* outage) my flight (Frontier #****) was delayed and then ultimately cancelled. I had a non refundable hotel reservation check in on 7/22/24 at Sonesta ES however due to my flight cancellation I did not arrive as scheduled. However, I did manage to get another flight on 7/23/24. I kept the hotel front desk in the loop the entire time and they agreed to my 7/23/2024 arrival. If I was considered a no show, why would you allow me to check in on 7/23/24? I spoke with ******** and ***** at the hotel updating them on my travel woes. I made my reservation through Priceline, but they referred me to Sonesta for a refund of the first night, 7/22/24 but to no avail. Due to extenuating circumstances, I find it unbelievable the hotel would not reconsider a refund of the missed stay on 7/22 (which was a prepaid reservation by the way). I have reached out to Priceline and Sonesta ES in FL and Sonesta **************** for a resolution but to no avail. Also, upon check in and during my stay I inquired about the first night refund and no one never responded to my ask until days after checkout on 7/27/2024. This hotel purchase was a Priceline bundled package (car and hotel).

  Business Response

  Date: 08/20/2024

  Good Morning *****,

  Thank you for contacting us about your refund inquiry. We have received a response from the hotel and it is provided below.

   

  Dear *****,We have reviewed your request for refund. And base on our findings your reservation is non-refundable that was booked with a third-party whether you show up on property for check in or didn't show up for check in. Non -refundable reservations are not refundable base on initial confirmation sent via email from third party at the time of the reservation being made. If you need better clarity on this issue, please reach out directly to ********************** on property at ************ as she will be able to give you better clarity on this issue.Thanks

  Please feel free to contact the hotel as the above phone number if any concerns going forward.

  Thank you

  Guest Relations 

   

  Customer Answer

  Date: 08/20/2024

  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,

  *****