ComplaintsforSonesta International Hotels Corporation

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was denied the ability to use the Prince matching program which this specific location has been using, but when I inquired about using the program I was told it was not available, but the previous employee I dealt with at the location just a few days earlier told me the program does exist. After calling Sonesta ************** where it was verified that that specific location does use the price match program and I was given false information by the 2 later employees that I dealt with! After calling the location and the customer care team multiple times to try to get my issue resolved I am now having to resort to this. Because they denied me the access to their price match program I was forced to book with a 3rd party who charged the same price for the room but charged a $50 fee per day which in return caused my bank account to be overcharged which ended up costing me an extra $240 in overdraft fees! Those overdraft fees would have never happened if I was able to use the price match program through Sonesta! Im not sure why I was singled out and discriminated against but I definitely believe they should be held accountable!

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My daughter was injured at theyre hotel when we trusted to stay there for my twin girls birthday the water filter was broken by the pool area where kids are at and elders and they had a broken water filter my daughter was coming to get me we didnt know it was broken at the time until my daughter foot went through it causing her to fall and it cut her toe and gave her a scratch on her leg her birthday was ruined by them not keeping theyre hotel up and they treated it like nothing after seeing what color my daughter was I want to *** as well as getting my refund

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Sonesta has been my business hotel for three years. Cleanliness, kitchenettes, and affordable costs make Sonesta hotels my favorite. Traveling is pricey, therefore I prefer hotels with kitchenettes. I choose this option, so I choose hotels with kitchenettes so I can buy food and cook while traveling. As usual, I visited *********, ****, on Sunday, July 7, to Monday, July 10, 2023. I checked in with my daughter. The motel had no sheets for the pull-out sofa, no face wipes for showering, no cooking utensils, and only a little shampoo and conditioner bottle. Shampoo since the shower gel dispenser wasn't installed. It was ripped from the wall. My bed has Caucasian hair, which is impossible since my baby and I are African-American locs. The hotel's linen, curtains, and pillowblood disgust me. When I notified the front desk I didn't have sofa bed sheets, they instructed me to obtain them at the front desk. I was told to acquire face cloths at the front desk. I questioned the front desk about maintenance because my room was unclean. They said housekeeping comes every 14 days. I haven't seen or heard cleaning as people check out. Despite my demands, this motel had no sanitation on my check-out date. The hairs on the bedding, dried blood on the pillowcase, and overall condition indicate that cleaning has never entered this room. Calling customer service after the front desk ignored my issues. She said, "Well, you had to come down here to get the bedsheets anyway." I told the rep I would transfer rooms for a cleaner one or be compensated for this lapse and the dirty, horrible hotel room. Sonesta's front desk told him it doesn't give hygienic materials. **************** validated **********************'s policy twice. As stated on the hotel's website, customer service's main role was to help me rent a non-deplorable room, thus my contacts with the front desk and customer service made me realize this is a chainwide issue. Leaving Sonesta today.

• Initial Complaint

  07/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 4/3 I requested a cancellation from Expedia for a stay in Sonesta ********** Hotel. Unfortunately, there were charges that were not stated and our children were Ill during the time. We had to cancel, Expedia never has an issue with non-refundable conditions. I tried to resolve the matter with Sonesta management directly, as I was made aware that Sonesta charged their virtual card and did not refund monies. No service was provided by Sonesta, but payment was taken. The assistant general manager gave me incorrect and misleading information and would not offer a remedy. In good faith I offered many alternatives with him, which was denied, as you can see on attached documents. To this date, Sonesta still has the money and will not refund or offer a credit. I tried multiple times with multiple parties, including ********** to get the matter resolved. This is my last attempt to solving the matter. The charges were 173.91$. I attempted to call the hotel and was not able to get ahold of anyone on 4/5 and continued to this date to resolve the matter. ******************** (AGM) put the blame on Expedia, but his management team charged monies without giving services as stated by Expedia. He also refused to settle the matter in good faith with a credit for a night stay. He stated an excuse with airline policies rather than a resolution to the matter. Airlines are a different entity.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked a hotel for my Fiancee, dog and I for Memorials day weekend. Check-in was 05/27 and Check-out was 05/29.At booking, I paid $248. Once I checked out I was charged additional fees of $74, $93, and $50 (for incidentals to be refunded after 3 - 7 days). I wasn't given an invoice, I ust saw the charges after making it home.I could not find a direct number to the hotel that wasn't a number for reservation, or the place where I initially booked our stay, so I had to go back to the hotel.The Receptionist pulled the booking and told me all the charges would be removed.On 05/30 I checked my account and saw a $215 deposit pending from Sonesta, and on 05/31 the pending deposit was no longer there, and my account was overdrafted. I called the hotel number I found and the guy that took my call acted super shady after pulling my account telling me he couldn't see any charges and couldn't give me any further information and that I could file a complaint. I was like file a complaint? The day I was told the money would be deposited back into my account; I saw the charges and the Receptionist told me she saw the amounts. My account is overdrawn right now, so why should I file a complaint there? He would tell me nothing further, he just apologized.Booking #******

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