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Business Profile

Hotel Consultants

Sonesta Essential Morgantown

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Consultants.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:01/03/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 this hotel for 1 night. I had to cancel the initial reservation but my money was never refunded in the amount of $90.51 via ***********. I have received the "run-around" in regards to this refund.
    Also, I was never given my drivers license back when I checked in on 12/7/24. I was told numerous times that they mailed it back to me in which I never received it. Each time I call, I get the same response. Today, I called again, 1/2/25 and they transferred me and never told me to whom, etc. I called back and I was spoken to very ignorantly. The same response, they will have the manager call me when she returns, wouldn't give me her name, which I found it is Katie. I either want my drivers license back or money to get a replacement. I have been waiting for a month for my license to be returned to me. Also my refund. I already paid for it through *********** and ******** ********.

  • Initial Complaint

    Date:06/10/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    we were given a handicap room with no amenities such as fridge or microwave which was advertised for this room. So apparently they don't care about people with disabilities and they think they don't need such items. Secondly bugs everywhere hundreds in the hallway and dosens in the room mainly stink bugs. So many things were broken and not functioning for example burnt out lights and bathroom counter falling off the walls ready to come undone and crush someone toes also impossible to put anything on because it just slides off. Secondly a heat light bulb in the bathroom exploded raining down glass all over my fiancé head in her hair and ultimately our service dog was cut on her paws in the process. Now the price is a scam... probably the worste part. We had come to sonesta Paying the price through *******. Our first night it was cheap and reasonable the price of 65$ which is close to their advertised price. We asked about extended stay seeing as we wanted to stay for longer than a week the next day. Even though their website says 65 to 70 dollars they tried charging over 100 for a queen bedroom with no fridge or microwave. They fought me on the price finally negotiating to 80 plus tax which was fine for the time being. Once I gave them my credit card the girl at the front who offered me the rate without my authorization charged me for 3 nights 106 plus tax. So she lied through her teeth told me what j wanted to hear and charged what she felt like. Nowhere was this room advertised for this price. And when we decided to complain about everything we experienced here they proceeded to try to charge my card even more the next day upping the price now to 120$ a night! Basically punishing us for having concerns. We told them that's not fair they refused to do anything for us. We waited to negotiate and before we could get our thing together once we decided they are price gouging us, they called police like cowards without warning and made us feel like criminals.

    Customer Answer

    Date: 05/23/2024

    The reciept they gave me was not sufficient and I could not get a daily printouT of my stay which i would like sent to my email immediately.... Seeing as they called the police like cowards for no reason at all. We never said we weren't going to leave. They never asked us to leave. And when we couldn't come to an agreement we decided to leave ourselves. Next thing we know police are banging on the doir telling us to get out and keep doors open they wanted our identification basically being treated like criminals. We have never been in trouble in our lives. This has traumatized my fiancé more than you know. She had a panic attack thinking she was going to be arrested. We are extremely unhappy and doing whatever it takes. We were treated like criminals and told we were over reacting with the glass breaking over my fiancé head. Just because we felt we weren't being treated fairly. I don't have a lot of money and when we agreed upon a certain lowest price I only would have stayed for that price. That woman at the desk who gave me that deal in the first place got her hands on my card and charged whatever she felt like. In fact my bank contacted me thinking I was being scammed. She tried to charge me again once I canceled my card because of the price being upped by 40 dollars a night. She still tried to charge even more. Over charging my card 130 a night and when that didn't go through she tried to change the price of 116 a night to get whatever they could from me. We now are experiencing financial difficulties because of this. And trauma from calling police when we did absolutely nothing wrong. Once again we are going to great lengths to expose the treatment we experienced at sonesta essential. General manager Katie and autumn are the most unprofessional people I have ever met and I will personally name them in all my complaints. 

Sonesta Essential Morgantown is NOT a BBB Accredited Business.

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