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

273 total complaints in the last 3 years.
112 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.

Initial Complaint
Date:08/07/2024
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.
I checked into the hotel. paid via 3rd party Expedia for this hotel. then came back from trip and the hotel hit my Amex credit card for $444.84. they claim i was under charged!Sonesta ES Suites ******************** Jun 18, 2024 - Jun 22, 2024 , 1 room | 4 nights CONFIRMED Confirmation #*****SE034395 I called several time for the accounting manger at the hotel to call me back.
Business Response
Date: 08/12/2024
Hello Mr/Mrs/*****************,
Thank you for reaching out regarding your double charge. I have confirmed with the hotel that these charges have been reversed and will be applied to your card within 7-10 business if you paid with a Credit Card and up to 30 business days if you paid with a Debit Card.
Thank you
Guest Relations
Customer Answer
Date: 08/12/2024
[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,

D *******
Initial Complaint
Date:08/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Post ******* points to Account # ************
Business Response
Date: 08/06/2024
Hello,
Thank you for contacting Sonesta. In order to assist you better, please provide more details on your request.
Thank you
Guest Relations
Customer Answer
Date: 08/06/2024
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.]
As of this date and time I still have not been credited with the ******* nor the 500 gift Sonesta points into Travel Pass Account ************ which were originally sent by Bank of America. I am starting formal agency complaint processes: Office of the Illinois Attorney General and Better Business Bureau. Bank of America is also previously aware of this.
**************** Kearney
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business Response
Date: 08/07/2024
Hello ******,
I can confirm that the account number ************, has been awarded points please see the following:

August 3, 2024, The amount of 500 account issues from BOA
July 27, 2024, The amount of ******* Mastercard New account Spend Award
July 26, 2024, The amount of 9426 Bank of america work master card base earnings.
This is a total of ******* added to your travel pass account.
Thank you
Guest Relations
Customer Answer
Date: 08/08/2024
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.
[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:08/03/2024
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.
Inaccurate listing of room. I booked a room. Was given a room, 164. These beds were supposed to be queen sized. They are not queen, it is 53" wide and 78" long. The k8d at the desk would not provide a manager to speak to and he just wanted to check us and not reimburse the room. I want the room beds I paid for. The size is a full not a queen and he did not want to do anything regarding this. It's false advertising. Additionally the cover to the ac is off and not seated on the unit. This place shouldn't be in business with inaccuracies and attitudes as the front staff has.
Business Response
Date: 08/06/2024
Hello,
Thank you for contacting Sonesta. In order to assist you better, can you please provide the hotel name you stayed at, the name on the reservation and the reservation confirmation number.
Once we have this information we will reach out to the hotel on your behalf.
Thank you
Guest Relations
Customer Answer
Date: 08/06/2024
Thru ***********
**********
sonesta select Milwaukee brookfield
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,
Tori

Business Response
Date: 08/13/2024
Hello ****,
Thank you for getting for your feedback. I have informed the hotel about your concerns and they have attempted to get in touch with you to address them. They informed me that they tried contacting you via phone and email but did not receive any reply. For further help, contact the General Manager at ************..

Thank you
Guest Relations
Customer Answer
Date: 08/14/2024
Never received any email thatis a lie. I received a wireless call from ***** according to the voice mail. When i called back. A man claiming to be her husband Answered. I suspected this was a spam call as this person seemed to not know what to call himself and why was he answering her work phone? I got 2 other calls no voice mail. It really doesn't seem the hotel wants to resolve this issue. Ie stop calling full sized beds queen.
call me from sonesta corporate
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,
Tori

Business Response
Date: 09/09/2024
Good Afternoon,
Please reach out to the hotel directly, they can be reached at ************.
Best Regards
Guest Relations
Initial Complaint
Date:07/31/2024
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.
On July ******* I was charged a fee of ***** by this hotel in *************. I call them up at booking .com on or about 11:00 AM on the 28 of July 2024. I had to cancel because of the bad weather in ***** that day. I'm 72 years old. I was driving to ************* from Ft worth *****, and I did not want risk it. Check in time was 3:00-4:00PM. The person I spoke to on the phone claimed he was going to call the hotel and email the cancel conformation that never happen. I check my bank statement online and had a penning charge of *****. And the man on the phone told me they would reduce the charge or not charge me at all because of the bad weather.
Business Response
Date: 08/02/2024
Good Morning ******,
Thank you for contacting us about your charges. To help you further, could you please let us know the name of the hotel you were booked at? After we receive this information, I will forward it to the Hotel for evaluation.
Thank you
Guest Relations
Customer Answer
Date: 08/02/2024
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 **************** in question American Best Value ************* **********; phone # *************** . I reject the outcome unless there is a sort of refund and
an email from them stating as such.

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.
****** ,******* Best Value Inn ************* **********; Phone # **************
FAQ

Regards,
***************************

Business Response
Date: 08/07/2024
Hello,
Thank you for reaching out with your concerns, in order to assist you better we do require the following information please see below.
Name on the Reservation, Reservation Confirmation Number, The name of the location you stayed at.
Once we have this information we will be able to assist.
Thank you
Guest Relations
Initial Complaint
Date:07/27/2024
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.
7/26/2024 Sonesta suites *********. Mold in rooms, bed bugs, beds looked as if they dumped pepper on them. All carpets soiled. Furniture falling apart. Absolutely horrid. Investigated 4 different rooms, no chamge
Business Response
Date: 07/31/2024
Good evening, ******,

Thank you for reaching out regarding your concerns and experience at our Sonesta ****************************** location. I have spoken with the General Manager, who has confirmed that a refund for your stay has been processed.

Thank you for giving us the opportunity to address your concerns.

Thank you,
Guest Relations
Initial Complaint
Date:07/25/2024
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.
A friend and I were staying at this establishment. We were told it was going to cost 160$ and that we were paid through Monday July 22 at 11am. On Sunday, July 21st, my friend got a knock on the door that it was time to check out, my friend said we were paid up till Monday. The owner proceeded to say we were not and kicked my friend out, forcing my friend to have to spend the night on the streets. The rooms are disgusting. The carpets havent been updated since the place opened. We had to change rooms because we found a drug filled needle in the room and when we brought it to the owners attention, we were accused of it being ours. Theres no comforters on the beds, the sheets all have cigarette holes in them and the towels are not normal size. The result of this complaint, Id like my money back and well never go there again. I spent almost 2000$, Id like to get at least half back, but I doubt Ill get any of it back, my friend stayed there for the week.
Business Response
Date: 07/26/2024
Good afternoon ****,

Thank you for reaching out with your concerns. To assist you further, please provide your confirmation number and the name of the hotel where you stayed.

Thank you,
Guest Relations
Customer Answer
Date: 07/29/2024
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 feel I should get my money back because I was given false information about pricing and was charged for a day that I did not stay there, was asked to leave, told I didnt pay when I did.
The conditions of the room were disgusting. I had to switch rooms mid stay cause a hyperdermic needle was found and when I brought it to managements attention I was accused of it being mine.
The new room I was given had moldy carpets, cigarette holes in the sheets, no comforter on the bed and very small towels.
Thank you for listening.
Sincerely,
*********************
Business Response
Date: 07/31/2024
Dear ****,

Unfortunately, without the name of the hotel, the date of stay, or a confirmation number, we are unable to assist with your request.

Best regards,
Guest Relations
Customer Answer
Date: 08/01/2024
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.
[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:07/24/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Traumatic Stay at Sonesta Irvine from July 10 until July 12 ****************************************************************** to call the front desk and extend my stay for another night using fraudulent charges as a pretense (July 12, 2024). Allowing for electronic access to a room without extending reservation. Excessive charges of fees on my credit card without details. Ruining my night sleep (July 12).Forcing me to seek overnight accommodations at a friends home to find an alternative emergency safe overnight stay. Disrupting the sleep of his pregnant wife.
Business Response
Date: 08/02/2024
Hello ******,
We received a response from the Hotel General Manager please see below. Please feel free to contact her at the below phone number for further updates.
My sincerest apologies for this occurrence, I can assure you that I will investigate your concerns. When I complete this investigation, I will get back to you in the swiftest manner. If you have any questions or concerns,
please contact, our direct phone line is ************ Thank you.
Thank you
Guest Relations
Initial Complaint
Date:07/23/2024
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.
I stay at this location frequently for work. It has recently gone down hill. My visit a few weeks ago, my dogs came home with fleas. I medicate them for fleas so they dont typically have fleas. I returned this past week and was in a different room. Again my dogs had fleas and also ticks. I found dead ones in the bed - when they bite my dogs, they die shortly after because of their medications. This latest time, there was also left over food in the fridge and a crusty towel left in a drawer by a previous occupant. Finally, the dishwasher backed up with foul brown fluid when I tried to run it. And the dishes were basically clean before they were put in the machine. It was all totally gross. I also put down potty pads for my dogs in case I get stuck in the hospital too long for work. So the dogs cant mess up the flooring. They dont mess up anything. I asked for a reimbursement of the pet fee because the room was SO GROSS but they refused. They need to improve their service!! Plus, both times they charged my personal credit card instead of the business account and caused over drafts on my personal checking account!
Business Response
Date: 07/29/2024
Hi *******!
My name is ****, I am the ** for the Sonesta ES Suites ****** location! I want to start by saying thank you for the feedback from your most recent stay and bringing these issues to our attention. I'm sorry your previous stays have left you feeling like our service has "gone downhill". In the notes you provided about your stay you mentioned the room was not clean when you arrived and there were items and appliances that were not up to cleanliness standards. If you could provide me of the name of the associate you reported this to I would appreciate it so I can have a conversation with them about why this was not communicated so we could have corrected the situation beforehand.Also, it was mentioned that your personal card had been charged in your previous stays and I went back to review your reservations for this year. I unfortunately did not see anything that shows we had charged your personal ***** I did see the previous authorizations were for $250 which is what we require at the time of check-in. However, the latest reservation I did see was for July 14th, 2024, until July 22nd, 2024, had posting for a pet fee. During my research I saw ****** Medical was the payee of the reservation but only approved the hotel to charge their credit card for the room rate, tax, and parking fee. I saw there was an original post of $150 plus tax for 2 pets during that stay along with two $25 posting due to the reservation being more than 7 days. I did approve for the correction of the 2 $25 fees to be reversed and refunded due to their errors. Additionally, since I've been aware of the situation I also credited 50% of the initial pet fee back to your personal **** as well. You should see those funds return following your banking institutions processes it. We have also treated the two rooms you stayed in previously that you reported had flees/ticks to prevent an infestation and prevent this situation happening again.I know these details aren't going to mean much because it still does change your experience you felt. Again, I sincerely apologize for the service and care that you received. I hope the steps we have taken will start the healing process and help the start to another opportunity of feeling like you're cared for.Again, thank you for the feedback and I hope we see you again soon.If you have any questions, please let me know. I'm here if you need anything.
Sincerely,
Initial Complaint
Date:07/23/2024
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.
In August 2023, I discovered a fraudulent charge on my credit card for a hotel room reservation at Sonesta. I did not make this reservation. I immediately contacted my credit card company, disputed the transaction, and requested signature verification to prove I did not rent the room.Despite my dispute, the credit card company informed me that Sonesta had verified the reservation and provided a room number. However, when I contacted Sonesta directly, they admitted that no one showed up for the reservation and could not provide signature verification.I am confused and frustrated that Sonesta confirmed the reservation and provided a room number if it was indeed a no-show. I have repeatedly explained this situation to my credit card company, but they have not provided a resolution because Sonesta falsely verified I was there and provided inaccurate information. Sonesta also refuses to refund the money to my credit card.I am seeking assistance in resolving this dispute and securing a refund.
Business Response
Date: 07/24/2024
Hello ******,
Thank you for reaching out with your concerns. In order to assist you, I will need the name of the hotel that this reservation was booked for.
Thank you
Guest Relations
Customer Answer
Date: 07/24/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Sonesta ES Suites ******************
The hotel allegedly checked in a guest under my name, despite never receiving my signature. When I asked them to provide proof of my signature to my credit card company, they sent a document without any signature. It appears they checked in a fake person and charged my card. When I asked for verification, they only provided a computer printout of their entry, offering no proof that an actual person checked in. See attached
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business Response
Date: 08/02/2024
Hello ******,
Thank you for providing the hotel name, I was able to find the reservation and have sent your concerns to the hotel. I will be in contact with the resolution once the hotel responds.
Thank you
Guest Relations
Customer Answer
Date: 08/05/2024
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.
Still have yet to receive a refund for this transaction.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business Response
Date: 09/03/2024
Hello ******,
We have confirm with the hotel that a refund was approved. Please allow 7 to 10 business days for your refund to be applied to your card. If you have any further questions please reach out to the General Manager at the Sonesta ES Suites Detroit ******.
Thank you
Guest Relations
Initial Complaint
Date:07/22/2024
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 reservation at this hotel on July 20th, 2024 for $163.25 for 1 night only (7/20/24 - 7/21/24) through booking.com and confirmed with both Booking.com and Sonesta online about my confirmation number and my booking. However, the front desk lady, who was working when I arrived between 5:00pm - 8:00pm on 7/20/24, would NOT allow me to check-in despite me providing proof of payment and confirmation of reservation. She said it was not in her computer and she would not help me further. I even had Sonesta online help tell her by phone my confirmation number and she spelled it out loud TWICE, but she would still NOT allow me to stay in the hotel because it was not in her computer. She could have checked me in manually based on my proof and helped me out but refused to do so. This is negligent and completely unfair treatment of a paid customer due to unknown reasons. I was just trying to check-in. No offer of help, apologies or refund. As it was late and I was tired after driving 5-6 hours, I unfortunately had to book another hotel because I had a long trip the next day. I'm making this dispute for a refund of the full amount of my stay.
Business Response
Date: 07/24/2024
Hello ******,
Thank you for reaching out with your feedback, I have contacted the General Manager on your behalf and they have approved the refund. Where you booked with a 3rd party please reach out to the 3rd party booking agency and request the refund from them. They will reach out to the hotel for approval which we will approve once they request the funds.
Thank you
Guest Relations

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Sonesta International Hotels Corporation is NOT a BBB Accredited Business.