Reviews

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

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  Sonesta International Hotels Corporation

  400 Centre St Newton, MA 02458-2094

• 

  Royal Sonesta Hotel

  300 Bourbon St New Orleans, LA 70130-2213

• 

  Sonesta ES Suites San Francisco Airport Waterfront

  1350 Veterans Blvd South San Francisco, CA 94080-1954

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  Sonesta ES Suites Charlotte Arrowood

  7925 Forest Pine Dr Charlotte, NC 28273

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  The Alexis Royal Sonesta Hotel Seattle

  1007 1st Ave Seattle, WA 98104-1007

Review Details

• Review fromArda T

  Date: 08/05/2024

  1 star
  I have booked following two separate consecutive stays three months in advance on Booking.com (details at the bottom of this message).When we arrived at the hotel on the evening of Friday August 2nd, we were informed by the frontdesk employee ***** that the hotel was fully booked and they wouldn't be able to honor our reservation.The hotel employee was completely indifferent to the situation and acted as a regular business practice. He admitted that they have overbooked the day on purpose, and it was a standard practice to overbook on a regular basis.He asked us to call Booking.com for a refund, and acknowledged that there would be no availability in surrounding towns for the evening and offered no solution for our inconvenience.On top of that, the clerk also admitted that our following reservation was also not guaranteed and we will mostly to face same situation when we come back the following day for our second booking. Again, he was simply most unapologetic and indifferent for our suffering.There were in fact no available lodging option anywhere in town or surrounding cities. I have been on the phone with Booking.com for until 3 am in the morning. Unfortunately we ended up sleeping in our car that evening. And booked an Airbnb for the following two nights.Reached to the manager later, and received a response with no emphaty and no solution was offered.

• Review fromDaphne L

  Date: 07/27/2024

  5 stars
  Candy, Art, and Ms.Pickles at the Sonesta Hotel in ****** at ********************************* Rd are WONDERFUL !!!! They are professional, friendly, have great personalities.. three great staff members!!!

• Review fromShawn M

  Date: 07/24/2024

  1 star
  DO NOT STAY HERE! Checked in and my key card did not work. Had to go back downstairs and wait for 3 more guests to check in until they could reswipe my card to give me access to my room. 8pm another guest walks into my room after their card works on my room. 10pm I'm woken up to a call asking me why am I in this room and who am I. No one should be in this room. I give my full name and check in time. The employee demands I tell them the name of who let me in. I have nothing but a key card with a room number how am I supposed to know the name. He says if I do not give a name the authorities will be called and I will be forced out. I ask him his name 3 times and he refused to give it. He says if I don't answer he will call the cops right now. I rush down the front desk thinking this has to be a prank. The guy asks who let me in and I tell him again I don't know. No one ever told me their name and no one wears a name tag. I checked in around 4 and the employees working the desk checked me in. I provided my ID and credit card and I filled out the paper work at check in. He tells me I should have been booked in another room and no one should be in my room. I ask him for his name and he refuses to tell me. He tells me he doesnt have to answer any of my questions only i have to answer to him or he will have police take me out. I ask him for managements information and he tells me again he doesnt have to tell me anything and i better not ask anything else before cops are called. This is the most egregious customer service experience I've ever had in my life. How this guy has a job is beyond me. Stay away from this place. They will give you the wrong room, wake you up, and threaten to kick you out if you dont know a name you were never given. Looks like the review below mine is the person who walked into my room as well. I also went down the next day to talk to a front desk agent and asked for management to contact me. I still have not received a call.

• Review fromDELIA M

  Date: 07/22/2024

  1 star
  The hotel smells like wet dog. The room we got stank and had f**** on the closet wall and baseboards. I complained to the front desk, and they did offer us a second room but the ac in that room did not work. We ended up asking for a refund. The next day, and the day after that, the hotel STILL wanted to charge us for the whole week! I called customer service, and they emailed me back some bs about how they can't help me because they can't get a hold of the hotel staff! I stressed the whole time I was on **** because of the charges situation. The bank had to file fraud against them...The pictures on the website look nice but the actual hotel itself and surroundings are trash.

• Review fromNydia H

  Date: 07/19/2024

  1 star
  I had to switch rooms once I received keys and someone was already in the room. I went back down to the desk and was given new keys to a new room that was vacant. Stayed my night and checked out on time. I was charged for the room switch and then contacted the hotel because the charges were $250 and then another charge for $150. Once I spoke with the staff, I was told it was because I had 2 rooms. I explained the situation from the night prior and she told me I would be receiving my refund. It has been over a week and I have not received any part of my refund. I called customer service and the exact location and no one is helping me. Everyone keeps giving me the runaround about my refund and no one has an explanation for when I will receive my money. At this point I feel scammed and feel like they are stealing. This is not fair and it should be investigated

• Review fromN. G

  Date: 07/16/2024

  1 star
  I booked this hotel based on reviews online for a trip to ******, **. Online the hotel advertised the following amenities: gym, laundry room and poool. When we got to the hotel at around 9:30 p.m. to check in there was no one in the front desk. A few mintues later a gentlmen walks in and ask me to hold for a few minute becuase he had to clock in. He mentioned that the other staff member had left to the airport. On sunday, after we came back to the hotel, my girls wanted to go to the pool and the water was green. I called the third party that i booked my hotel and they were told that I had been advised prior to checking in, which was not the case. The only thing that I was told the night that i checked in was that they did not do room service every day but if we needed something i just needed to call. Then on Monday, I asked were the washer and dryer were and they mentioned that they did not have any. So, I had to go find a place to do our laundry. Our keys to the room would stop working and when I would go to the front desk there was never someone there. I complaint to the front desk clerk about the length of time that I had to wait to get the key reactivated and he mentioned that he was the only person on the facility. The front doors were left unlocked without anyone in the front which seems like a security issue to me. The by far is the worse hotel that I have ever stayed. Sonesta Suites Tucson Airport

• Review fromAmanda V

  Date: 06/18/2024

  1 star
  Booked my room through their website. I got my reservation email showing the room charge with $150 deposit. I got to the hotel to check in and the front desk clerk told me that my deposit was $250 and the room charge of one $166.50 so they charged my card a total of $416.50 and when I said my email shows that the deposit is 150 and he said no it only shows that when you go through Expedia, I did not go through Expedia. I went directly to their website and still to this day I havent been refunded my deposit! I got the room at the beginning of June, and I still have not been refunded my deposit, even though they say that it has been released. I do have a dispute going right now, but they still have not refunded my deposit and the room was dirty and smelly and was definitely not worth the stay. I highly highly do not recommend this place!

• Review fromBarbara W

  Date: 06/12/2024

  1 star
  So... I went to this hotel with my mother, boyfriend and son about three weeks ago, staying for almost two weeks. We went because my mother was getting surgery at *************** and this hotel works with you to give you a discount if you are family staying close by a patient in ***************. You would never know that, with the way we were treated and overcharged... The first room we stayed in the majority of the stay was an "apartment suite", which looked like it hadn't been vacuumed. With no notice ahead of time, just a note left in the room on the desk, the hotel was going to be "under construction" with power outages throughout the week as they worked on their electricity. How convenient. Days of flashing lights and no power at all for period of time, but still expected to pay full price for the rooms... When their electrical work was supposedly finished, we still went another night with half of our room without power and it "couldn't be fixed until morning". Continuously convenient... My mother ended up having to stay in *************** longer than expected, so we had to unfortunately extend our stay at this place... They were booked and we had to switch rooms toward the end of our stay, but once again, it was not made convenient. We were told we would have to pack all of our stuff and it would be stored "in the back" while we wait 5 hours to go to the next room. The manager would not tell me where exactly our stuff would be stored and I was very uncomfortable with that. We brought enough to possibly have to stay for weeks, no idea how long my mother would be in the hospital, and my one year old son was with us, and we'd never been to *** before, so we brought a lot of stuff. Then the doorman argued with me about where our stuff would end up, again being told "in the back"... Our room card was immediately shut off so I couldn't access the elevator to get back to the room to even bring all of our stuff to the lobby to "wherever". In the end, overcharged $600

• Review fromibrahim e

  Date: 06/02/2024

  1 star
  Cashier this morning was very bad attitude She refused to let my seven years old to use the bathroom She lie and was yelling at me Because I said to her the person who cleaned already done cleaning When I said don't yell at She said I am the cashier I can say whatever I want I asked for the Manger She showed up after awhile Said nothing and did nothing She just doesn't care !

• Review fromRoxanne C

  Date: 05/28/2024

  1 star
  In March, I booked a sonesta property for next month in the ****** area. It was cancellable until the day of. This week I double-checked my reservation and decided that we needed to get closer to the airport. I tried to cancel via my original confirmation email but it would not let me. I could not find a phone number for sonesta anywhere. I finally found one for their frequent traveler program. The rep was nice, however, she was unable to cancel my reservations due to the fact that they sold the property to staybridge suites. In 3 months they never bothered to contact me to let me know. I finally received a number to the staybridge suites called and they only had one of the reservations which wasn't even for the same room type. Staybridge canceled it for me though. Sonesta has yet to offer an apology or let me know that my information has been wiped from their system. I also had to wait two days to get that response. I tried replying and it bounced. I will never ever stay at a sonesta property nor can I ever recommend them. I should have been contacted and my information should have never been provided to another business. I am still concerned that Sonesta has my information.