ComplaintsforSonesta International Hotels Corporation

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This hotel charged me for a deposit, whereas it should have been a hold for deposit incidentals and released at check out - to be refunded in 3-5 business days. Instead. Upon calling about the charge on July 7 (3days after I checked out) the staff hung up on me twice. I went to the hotel to ask about it since the staff failed to exhibit professional behavior. I was then again met with contention about the charge as she refused to hear that they charged me instead of holding and releasing. I was notified at check out and check in that this charge would be for holding only. Yet today, informed that the hotel charges and then refunds. Untrue.

  

  Business response

  07/09/2024

  Hello,

  Thank you for reaching out regarding your concerns with your incidental hold.  I have confirmed with the Hotels General Manager that your check out date was last Friday July 5, 2024.  Please allow 5 to 7 business days for the release of your funds, if you paid with a Credit Card.  If you used a Debit Card it can take up to 30 business days for those funds to be release.  This isn't a Sonesta rule, this is all banking rules.

  I can confirm on our end the funds have been released.

  Thank you

  Guest Relations 

  Customer response

  07/09/2024

  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 # ********.

   

  I am not satisfied with this response simply because I was told that it would be a hold rather than a charge. Holds are released immediately once the merchant releases. Holds do not deduct and wait to be refunded. Whereas the refund is what takes days even up to 30. Had this business been transparent and honest about  how they secure the deposit, it would have made things better and I could have better prepared for when the funds would be available again to me in my account. 

  
  FAQ
  
  Regards,

  Niedria

   

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at the Sonesta Select - **************** 5/31/24 - 6/2/24 In town for a hockey tournament and this was one of two options provided. I chose this hotel and paid $30 more a night as the pictures showed a very nice pool area which would be great as it was also my son's birthday. When we got to the hotel, no pool, it was not available as they were remodeling. No information posted anywhere in or around the hotel, nothing on the corporate page, no information shared with the tournament. Front desk staff did not seem to really care and just smiled and said "it is almost done"! (I'm most likely not planning a return trip)There was also no ice on our floor. Note on machine said to use third floor machine. Third floor machine did not work either.....Breakfast is not great. Microwave your own sandwiches and you have to check in with the register. It wasn't awful, just not real great when you are in a hurry.I did submit a concern to corporate. They sent a message stating that they have sent it to the local manager to address my concerns and I still have not seen a reply from the local manager. I have now sent 2 additional responses to corporate that they have passed along to local manager with still no response.

  

  Business response

  06/28/2024

  Hello ****,

  Thank you for providing your feedback regarding your stay at the Sonesta Select **************************  I have been advised that the General Manager has been in contact with you to resolve your concerns.  Please let us know if there is anything else we can assist you with,

  Thank you
  Guest Relations

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Check-in May 7th and Check-out May 9th Paid $727.41 (through Expedia for room rates). I was also charged an additional $250.00 without any notice until I received my credit card statement a month later. I paid for a hotel stay for (2) nights stay. The nature of my dispute is that I want a reimbursement for the $250 charged to my credit card for an alleged smoking charge. The business has not tried to resolve the charge, they investigated an never returned my calls or emails. They are not returning my $250 charge. My Conf. No is 32562SE066831 and TA Record is ********** I want a reimbursement for the $250.00 alleged charge for smoking. I did not receive any notice on this alleged incident.

  

  Business response

  06/18/2024

  
  Dear ****************,
  
  The situation involving your fee of $250 has been brought to my attention.  I understand you were not made aware of the transaction and were surprised a month after departure to see it appear on your statement.  We have taken immediate action to refund your MasterCard for this amount.  Please accept our apologies for any inconvenience this has caused you.  You will receive a separate email with the rebate receipt.

  Thank you

  Guest Relations 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a hotel for 2 days at Sonesta June *****th 2024. We were told that parking is $15 per day. They failed to mention the $15 destination fee which includes pool access, WiFi, 2 complimentary bottles of water complimentary is FREE and access to the gym, pool and shuttle service. Should be included.

  

  Business response

  06/17/2024

  Hello *******,

  Thank you for providing your feedback regarding your recent stay at sonesta.  Regrettably I am not able to find any reservations with the data you provided.  In order to assist you could you please provide the reservation number for your stay and the name of the location.

  Thank you

  Guest Relations

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 2 2024 I booked 3 nights at the Sonesta ************ at BWI airport. The reservation dates were April 16th-19th. (reservation 721854642)Due to a family emergency, I was unable to make it to the hotel. I called the hotel directly and was told that they would have no problem changing the dates for a future stay. All I had to do was call them back when I knew the dates I wanted to stay. June 14th 2024, I called and was told that they would not honor any future stay. I am just looking to move my reservation forward if possible. I have an eveny June 27th and this whole situation could be fixed rather quickly if I could have the reservation set by then.

  

  Business response

  06/17/2024

  Hello,

  ****************** made a reservation on April 2 to stay at the ** BWI on April 16-19.  He booked through a 3rd party (Priceline/Agoda).  He paid Priceline/Agoda.  His reservation was cancelled with no penalty or cancellation fee and we did not collect any payment from Priceline.  We currently have plenty of rooms available on June 26/27 and he is free to make a new reservation whenever he would like to, however if he was not reimbursed for his original stay in April he needs to contact Priceline.

  Thank you 

  Customer response

  06/17/2024

  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. 

  [First of all, thank you for responding.

  The problem I'm experiencing here is it seems as though both parties are blaming each other. The reservation was made through the Southwest service at the time I booked a flight. When I tried to have my dates adjusted to the 26th and 27th of this month, the first thing I did was try to settle it through the Southwest concierge. The southwest rep indicated that Sonesta was paid but unwilling to offer any kind of adjustment due to the fact that I missed my check-in date .]
  
  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,

  Ed

   

   

  

  Business response

  06/28/2024

  Hello Ed,

  Thank you for providing your feedback, regrettably this is a third party booking and we don't have access to these funds.  The funds would be with your original booking partner, which would require you to contact them.

  Thank you

  Guest Relations

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never have I been so more appalled about the conduct /unprofessionalism from Management & some of the staff. ******, ************************** asst ******** I made my reservation a month in advance & always requested a 1st ************* I normally have gotten it in the past. I checked in May 14th and have over a 30 day stay this time. When I called in to check to see what room they had available they told me they were putting me on the 2nd floor, which I was not happy about. So when I arrived at 4am in the morning the front desk person ****** did not recognize my SoFi debit card and thought it was a pre paid card and would not take my payment. So I had to just do 1 night stay on my CC. The room they gave me soap dispenser was broken and had no soap when tried to take a shower before going to sleep at 4am. I get a knock at 10 am from ****** asking me for payment - I was not happy as I was still sleeping. I spoke to the manager ****** and she told me that she can cancel my reservation and I can go else where. I found that rather rude & unprofessional that instead of trying to accommodate a customer that she automatically turn away a customer. I called ********************** customer service to file a complaint # *********, per ****** that same day. I called in today to report another incident that occurred today with employee ***** & spoke to ******. ****** told me that *************** responded to my compliant & said I was rude to staff. That is a lie. Management is responsible to properly train their staff & to have the hotel rooms, laundry room in usable conditions. My room has no working garbage disposal, the front door handle sticks & key doesn't work unless I adjust it, laundry room machines are always broken. *********************** taking responsibility but rather lie and blame the guest. They claimed they didn't know I was staying for more than 1 night, another lie. Making false statements is fraud, slander/libel is defamation. Corporate should inspect this location.

  

  Business response

  06/10/2024

  Hello *****,

  Thank you for reaching out and providing your feedback. We have heard back from the Hotel with the following below.  I have also provided your feedback the staff, and trust that the proper training will be provided.  Below is the outcome of your complaint and concerns:

  Night Auditor was unsure if her card was a pre-paid card as those are not accepted on property. Guest did not come to the desk all morning so at 2:00 pm the *** went to knock on the guests door. Management offered to waive any cancellation fee as it seems guest has not been happy with the hotel. No further compensation will be given.

  Thank you 

  Customer response

  06/18/2024

  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. 

  Management at Sonesta Simply Suites Irvine, does not take responsibility for the lack of training for their front desk. The front desk claimed that my debit card is from ********** which is a well known bank.  The training is the responsibility of ****** the branch manger, not the customer to have problems at check in because of lack of training by management.  Also, I was offered a 2nd floor room, when I never requested that, and they never bothered to tell me that the elevator was broken and that their would only be stairs for access to 2nd floor.  

  Most hotel managers bend over backwards to make it right, but no not Management at this location.  They instead tell you if you don't like our service here, we can cancel your reservation and you can go elsewhere.  I have never heard of such bad attitude and unprofessionalism from management in my 15 years of traveling for business.  

  I also filed a complaint to Sonesta Corporate and you told them that I was rude an unprofessional?? They tried to put me on the 2nd floor and did not bother to tell me that the elevators are broken.  What kind of management does not properly disclose this information with the guest at time of reservation booking?  Then she tried to blame me for her lack of training for her staff.  It is NOT my responsibility to teach her front desk staff that SoFi is a major bank.  Her staff only took 1 night payment because he would not accept my SoFi debit card.  And ****** claims she did not know that I was staying for more than one night.  Does she not look at the reservations? I booked all my reservations for **** June, July, August in advance.  And I checked in at 3-4am in the morning and did not get to bed into early. Does she not read the check in time? 

  So instead of apologizing and taking responsibility for her staff, she likes to deflect and blame the guest and make them out to be the bad person.  What kind of management at a hotel blames her guest because her staff doesn't know how to properly check in guests?  

  I just want to make sure people, BBB, Sonesta Corporate are aware of how management conducts themselves here at this location. Staff issues, broken elevators, broken washer dryer,  is not guests responsibility.  It is management.   And I find it appalling that ****** has lack of integrity and wish to blame me for her staff lack of knowledge and not being properly trained, the hotel not being well maintained  

  
  
  Regards,

  *****

   

   

  

  Business response

  06/28/2024

  To whom it may concern,

  Thank you for providing your feedback regarding your recent stay.  We will provide your feedback to the appropriate leadership, in order to provide proper training.

  Thank you

  Guest Relations

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  You advised this hotel as a 3.9 star hotel. It was NOT. Most disgusting hotel Ive ever stayed in . Previous people hairs in the shower. Toilet was dirty. Floor was disgusting! Cookies were served as breakfast food. No breakfast! Weeds and thistles in the courtyard. Doors unlocked and no security. I paid for a 3.9 hotel and got a 1 star. Staff didnt care

  

  Business response

  06/10/2024

  To Whom It May ************************ you for reaching out with your concerns, we appreciate your feedback.  Regrettably the name on your complaint and the name on the reservation does not match.  Please provide and up date reservation with ***************************** name on it,  in order to complete your investigation.

  Thank you 

  Customer response

  06/10/2024

  [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:
  
  My legal husband, ********************* made the reservation.  Since we are legaly married and share the same banking and household we work together and thus, I can file the complant.
  
  Regards,
  
  *************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been staying at Sonesta Simply Suites **************** since April 3, 2024, and I am scheduled to stay until June 30, 2024. On June 2, 2024, my car was towed from the hotel parking lot because there was no parking pass visible on the dashboard. This resulted in a fee of $530 to retrieve my car from the towing company.When I contacted the hotel about the towing incident, I was advised to deal with the towing company directly. I find this response unacceptable, as I believe it is the hotel's responsibility to manage issues related to their parking facilities, particularly when parking is included in the reservation.As a paying customer, I expect the hotel to handle such matters more professionally and to provide the necessary support in resolving issues that arise on their property. The lack of assistance and accountability from the hotel has caused me considerable inconvenience and frustration.I seek your assistance in resolving this matter. I would like the hotel to take responsibility for the incident, communicate with the towing company on my behalf, and reimburse any fees incurred due to the towing of my vehicle.Thank you for your attention to this issue. I look forward to your prompt response and assistance in resolving this matter.Sincerely,Taejun Park

  

  Business response

  06/10/2024

  Hello Taejun Park,

  I spoke with the General Manager, They advised me, we have approved a 50% refund for your towing charges.  Please see the up to date folio with the credits being issues to you.

  Thank you

  Customer response

  06/10/2024

  [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

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************** experience from h*** I had to move to 4 rooms total after they could not fix my leaking sink in ROOM #1, and still ended up with a room that was subpar and didnt have the promised basics that I observed ( in separate occasions ) to the other 3 rooms I stayed in and in multiple rooms I visited with the team of American Veterans I was at the conference with . I stayed one night (In ROOM #1) and the next day had to move 3 different times. 1 of which they gave my room away before they reassigned me and someone CAME IN with a key assigned to them, while I was still in there and was EXTREMELY startled! Any of which (ROOM #3) they let me review the room before I moved my stuff (for the 3rd time) and once I approved it (by going BACK down to lobby as they did not send any one with me and were too busy to answer the call I made from the room to the front desk ). I then went to get my stuff (solo as again they had no one that could even help as a courtesy) and got back to the room that they had assigned me (ROOM #3). I opened the door to find another person looking at me! They resigned my room out AGAIN and if not for the nice lady ( that could have been an angry racist or ANY ONE that felt that someone coming in their room deserve so be harmed ) that called down to the front desk ( they actually answered , while I was in tears as I had just tripped and fell in the hall way as I was moving 3 bags by myself from the rooms ) and they met me on yet ANOTHER floor with a key to the ( ROOM #4). This is the summary there are details that I would like to share on WHY I had to move to 4 rooms, as it was not for my preference, diva nature, or to even be difficult. I moved rooms due to general maintenance and hygiene that in the end, STILL was not met, and NO COMPENSATION was given to me as promised and I have not been able to get a manager on the line upon leaving the hotel Sunday 3.24.2024 ( stayed 3/21-3/24) Reservation ID *************

  

  Business response

  06/05/2024

  Hello April,

  I have been advised that the hotel will be in contact with you to resolve your concerns.  Please let me know if you have any further questions.

  Thank you 

  Customer response

  06/05/2024

  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. 

  MY COMMENTS : i did receive a call with the manager offering me points. She did not explain what those points were for nor did she even remember that she was one of the 3 reps I dealt with during my stay ! I expect a full refund as the services were not fully rendered . I would have even accepted points to another sonesta sight but it is clear this location does NOT CARE about service . I wanted to give the brand another chance had they offered me the refund AND points ( whatever those are ) . However , this location is understaffed or just not fully able to complete the service to the level that is needed . The manager was very nice but it seems to be a cover for not actually calling people back . 
  

  She told me she would talk with the other manager Novel ( who was one of the people that helped me while I was there and NEVER fully resolved the issue or followed up) yet I have NOT received another call . My issue is NOT resolved 

  
  
  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,

  April

   

   

  

  Business response

  06/17/2024

  Hello April,

  I have spoken with the General Manager of the Hotel, who has advised me you have been fully refunded.  Please see the attached documents showing the refund.

  Please let us know if there is anything else we can assist you with.

  Guest Relations 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date - Jan. 23, 2024 Had reserved a room for 2 nights at hotel, reserved under the name of my ******* **************************** we checked in I was asked for a card to put on file for incidentals. I provided them with my card, they ended up charging the room reservation to my card when my sister had already paid for it in advance. I have reached out to them several times to no avail. The clerk at the time of check in was *****. We checked in on the evening of Jan. 19 and checked out the morning of ***.21st. My sister booked thru Expedia.com and paid for the room via Affirm, which I have records showing this information.

  

  Business response

  05/31/2024

  After my conversation with ************, she discovered that her sister *********************** made 2 reservations. The first reservation was under *************** and the other was under her sister's name.
  
  ************ checked into the reservation under her name and she was charged accordingly. The 2nd reservation was an Expedia collect reservation and was charged the full penalty according to the reservations policy.
  
  ************ was instructed to have her sister call Expedia directly for a resolution since the reservation was prepaid through a 3rd party.
  
  Folio was sent to ************. She was happy with the resolution.
  
  Reservation details are as follows:
  
  ***************: 40034SE018072- IPO RESERVATION
  Jan 19, 2024Jan 21, 2024
  Reservation was made on 01/15/24
  
  
  ***********************- 40034SE018715- Advance deposit Non refundable
  Jan 19, 2024Jan 21, 2024
  Reservation was made on 1/19/24
  The reservation was prepaid through Expedia.

  Customer response

  05/31/2024

  [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,
  
  ***************

*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. ↩