Complaints

This profile includes complaints 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

• 

  The Royal Sonesta Boston

  40 Edwin H Land Blvd Cambridge, MA 02142-1208

• 

  Sonesta Select Boston Danvers

  275 Independence Way Danvers, MA 01923-3652

• 

  Sonesta Select Boston Foxborough Mansfield

  35 Foxboro Blvd Foxboro, MA 02035-2881

• 

  Sonesta ES Suites San Francisco Airport Waterfront

  1350 Veterans Blvd South San Francisco, CA 94080-1954

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:04/24/2025

  Type:Service or Repair 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.

  We checked in on Wednesday, April 23 and immediately was told that our room needed to be changed because of a problem with a room not available for the couple that we were traveling with.Both rooms were pre-booked back in February and when we got to the hotel, the front desk informed us that one room was not available, that they would have to switch us to another room.Meanwhile, the resort is undergoing construction around the entire area near the pool, which was not fully explained when we made the booking for the reservation.After checking in, we were sent an email by Sonesta resort saying that we would be without water from approximately 11 oclock at night till 1230. is now 6:30 in the morning and there is no water cannot go to the bathroom or use the toilets. Take showers. This is a serious health issue and it is not resolved..This is putting a complete damper on our vacation. We traveled here 13 hours from ************.. my contention is if they were doing construction to upgrade the resort, then they should not be booking customers coming from all over the ********************** to vacation here. The resort should be closed until the construction is finished as they are charging customers full rates for services that are advertised, but then do not become available once you are here.. I am requesting a billing adjustment to compensate for the lack of no running water no use of toilets and no shower.

  

  Business Response

  Date: 04/28/2025

  Good Afternoon,

  We have been advised that the General Manager has reached out and resolved all concerns.  They advised us that a credit of the resort fees have been provided.

  Please let us know if this isn't the case and if we can assist with anything further.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 04/30/2025

  [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

  Date:04/20/2025

  Type:Service or Repair 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.

  transaction date April 17th. We booked an executive King ***** no view. We were given a king suite with a bed hard as a rock and right next to construction of a new pool. We were not told of this construction upon check in. They just handed us a key and said enjoy. We spoke to the front desk manager the next morning he said they are fully booked. He credited us the resort fee. REALLY!! He said on their website it states refurbishing of their pool area. First off it is a new pool being built not a refursbishment. The **** ****** woke us up at 7am. We are on vacation. He couldn't move our room because they were sold out due to the golf tournament. I am sure we were given this c*** room because we got in at midnight so we were given the worst room left. If they would have told us the location upon check in and they had no other choices we would have left and figured something else out. We had to cut our trip short and move to *********** for one night before we could rearrange travel plans and leave early.

  

  Business Response

  Date: 04/28/2025

  Good Afternoon,

  Thank you for reaching out, we have been advised that the General Manager has been in contact and has provided a full refund for your stay.  

  Please let us know if you have any further questions.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 04/28/2025

  [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

  Date:04/11/2025

  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.

  Reserved date of hotel stay: 3/22/25-4/1/25 Price: ~$145.67 per night Dispute: After being harassed daily, I was told to leave the property. 2 officers were called for my departure. The manager on duty told the officers (& was relayed to me) that in addition to the regular refund (security), I would be given the equivalent of one nights stay refund. The property was called on the 8th of April to check on the refund and I was informed by ***** (in accounting) that there were no notes or mention of a refund. No manager has contacted me about the issue.

  

  Business Response

  Date: 04/14/2025

  Good Morning,

  Thank you for reaching out, in order to assist you we do require the following information. 

  Name on the reservation:

  Name of the Hotel:

  Reservation number:

  Once we have these details we will complete our investigation.

  Thank you

  Guest Relations

  Customer Answer

  Date: 04/14/2025

  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. 

   

   

  Name on the reservation: ******* *****
  Name of the Hotel: sonesta lax
  Reservation number: 31849SF641124
  

  Resolution: still no communication from the manager at said hotel & direct statement from accounting that there is no record of a refund being given

  
  FAQ
  
  

  Shakiah

   

   

  

  Business Response

  Date: 04/16/2025

  Good Morning,

  Thank you for reaching out, we have completed a full investigation and have come to the following resolution:

  The guest was evicted from the property due to serious misconduct, which included pulling the fire alarm and throwing a fire extinguisher over the staircase. As a result, the **** was called to ****** the guest off the premises. Due to these actions, the guest was charged for damages incurred during the incident.  No refund will be issued, and this case is now considered closed.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 04/16/2025

  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.]

   
  No investigation was ever conducted and I was told I would be given a refund.
  
  FAQ
  
  Regards,

  Shakiah

   

   

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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.

  We stayed at the Sonesta ********* in *** on March ***** (our original reservation was for March 22-March 30, charged at $2,463.44). This was just the start of spring, and there was a sudden and sharp drop in temperature on March 25. To our surprise, we were told that the heating system could not be turned on because the hotel policy only allows heating in winter and air conditioning in summer. This rigid and inflexible approach to guest comfort, especially in the face of unseasonal weather, is both unreasonable and *************** a direct result of being left in a cold room, I fell ill with a cold. Shortly after, my wife became ill as well. Our illness forced us to cancel our plans, including non-refundable tickets to a literary event and to the ballet (I am attaching receipts), and we had to extend our stay for an additional night to recover (the night of March 30th) for which we were still charged ($316.75).This situation caused us both financial loss and physical discomfort, all due to a policy that fails to account for actual weather conditions and guest well-being. A hotel of this reputation should be prepared to respond to temperature changes regardless of arbitrary seasonal timelines. The only measures the hotel adopted was to distribute blankets and heaters, but that was when we were already ill. I am requesting a refund for the additional night we were forced to stay, as well as compensation for the inconvenience and disruption this caused.

  

  Business Response

  Date: 04/10/2025

  Good Afternoon,

  We have reached out to the hotel on your behalf and received the following response please see below:

   

  Dear Mr. ************* you for reaching out to us with your concerns regarding your most recent visit. I am so sorry to learn of your discomfort and illness during your stay with us, and of the subsequent impact in plans this caused. I am also most apologetic for any lack of communication and clarity in ensuring your comfort during your ******* you know, the weather is out of our control, however I wanted to clarify your message that the heating and cooling system settings is our policy. We do not have a policy for heating and cooling based on the season rather, our building, like many landmarked buildings in ******** run on a two-pipe heating and cooling system. This means that the building can only run heating or cooling at any given time, as opposed to the four-pipe system a more modern building this is equipped with. This becomes especially difficult during a shoulder season such as March when weather can go from being very warm to very cold within a day. We will always try out best to adapt to changing the system with the weather, unfortunately these sudden drops can make this extremely difficult. I am extremely sorry if this was no explained appropriately, or left you or your family under the impression that temperature was a policy or procedural issue. This is certainly not the case, as your comfort is of the utmost priority.For this inconvenience and misunderstanding, Ive comped your additional night, crediting $317.03 back to your **** on file. Ive attached the refund folio here. Id also like to extend a one-night complimentary stay for future use with us, to make up for this inconvenience and allow you to experience the Shelburne again in a much better light. Upon a future trip to ********, please contact me directly and Ill be happy to assist you.Please let me know if I can be of any further assistance.Warm Regards,

   

  Thank you

  Guest Relations 

  Customer Answer

  Date: 04/11/2025

  [
  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

  Date:04/05/2025

  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 have ******* points in the hotel loyalty program, with Member ID #*****************, they cleared it without letting me know that there is a 24 month inactivity rule.Secondly, I checked I did have activity last year (booked a hotel in Aug, and cancelled later due to family reason. And they claimed this does not count as "activity".They failure to alert me on the 24 month inactivity rule and their weird definition of activity are not fair. I strongly request them to reinstate my ******* points.

  

  Business Response

  Date: 04/07/2025

  Good Afternoon 
  
  Thank you for contacting Sonesta Guest Relations and for being a loyal Sonesta Travel Pass Bronze Member. We are happy to assist with your points expiration inquiry.  
  
  As per section 4.8 of our Sonesta Travel Pass Terms and Conditions, Travel Pass points expire after 24 months if the member does not engage in eligibility activity. Eligibility activity includes accruing points associated with a completed Qualified Room Night, points awards, and completing a Travel Pass Reward Night Redemption. Your last point activity occurred on March 2, 2022, and your balance at the time was ******* points. As there was no further point activity on your account, your points were removed.  
  
  After reviewing your account, we have returned 75% of your expired points as a one-time courtesy gesture. We can confirm your current account balance is now ****** points and you will see your updated balance online within the next ***** hours. 
  
  You can access more information about our points expiration policy on our Sonesta Travel Pass Terms and Conditions page: *****************************************************************************;
  
  If you have any further questions, please contact our Sonesta Guest Relations Team by calling **************, Monday to Sunday between 9:00 AM-9:00 PM (EST). 
  
  Thank you for contacting Sonesta Guest Relations and have a great day! 
  
  Line
  Sonesta Guest Relations Team 
  
  ************ 
  ************ 
  ************************** 
  Sonesta Travel Pass 
  Travel Pass Terms and Conditions
  Sonesta Travel Pass Terms and Conditions 

  Customer Answer

  Date: 04/07/2025

  [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

  Date:03/27/2025

  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.

  Booking was made online through partner booking firm in the amount of $125.00 USD. Hotel confirmed reservation within their system. Hotel clerk stated that additional deposit and parking fee would be required prior to providing a key. Hotel clerk refused utilizing my debit card since he stated that the hotel does not accept debit cards. I provided the hotel clerk with three different personal credit cards. The hotel system declined all three of my personal cards. The hotel clerk did not provide me with a room key preventing me from fulfilling my reservation. The hotel also does not accept a cash deposit. Therefore, due to the hotel's requirements and failed payment system, the reservation was unable to be fulfilled by the hotel. The hotel has since refused to provide me with a full refund of my booking fee. This is a fraudulent act by the hotel and the **************************

  

  Business Response

  Date: 03/28/2025

  Dear *****,

  Thank you for reaching out and sharing the details of your experience. I sincerely apologize for the inconvenience and frustration you encountered during your visit. We always strive to provide a smooth and welcoming experience for all our guests, and Im sorry we fell short in your case.After reviewing your reservation, I would like to clarify that it was made through a third-party provider (*********) and was marked as prepaid and non-refundable per the terms agreed upon at the time of booking. As such, we are not able to accommodate a refund on our end, as we are required to follow the policies set forth by the third-party agency.Additionally, the requirement to provide a valid credit card at check-in for incidental hold is clearly stated in the confirmation details of your reservation. While your room was prepaid, it is still the guests responsibility to present a valid credit card upon arrival.We understand how disappointing this situation was and regret that we were unable to check you in due to these limitations. While we are unable to override the terms of a third-party reservation or issue a refund directly.Again, I apologize for the experience and appreciate your feedback. Please dont hesitate to reach out if you have any further questions.

  Best regards,

  ***** *****

  Customer Answer

  Date: 03/31/2025

  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. 

  The business contends that I did not present valid credit cards at the front desk. This is not a correct statement. I provided three valid credit cards, two of which I had utilized within 2 hours of arriving at the hotel. Since the hotel POS system / card readers appeared to have problems (likely technical) and declined all three cards, I provided the option of my debit card and cash as additional options to cover their required hotel deposit. The hotel clerk refused both additional options stating that the hotel does not accept debt cards or cash. 

  Therefore, the hotel's response is not correct and it is erroneous. Additionally, I must point out that the declined transactions were for a deposit, to be later refunded should I not incur any room charges or cause any damage to the room. They did not give me the option of declining in-room charges or room charges. I had already paid for the Priceline advertised room rate. The reasonable and rationale course of action would have been to accept my debit card or cash (in the event that the hotel POS system also declined my debit card). 

  Therefore, I reject the hotel's response. The hotel refused to honor my request for refund based on incorrect and erroneous information, claiming that I had presented invalid cards. This is wholly and materially incorrect. I had gone beyond reasonable standard and course of action by providing additional means of overcoming the challenge by suggesting my debit card or cash, both of which they rejected. 

  The hotel has not presented a standard of proof for rejecting my demand for refund. I have since been contacted by another representative of the hotel who stated that they had requested that ********* provide a refund. I have not received proof of this. However, if this is material fact then proof will be seen in 7 to 10 days from the date of their latest email response. 

  As for the response provided by *****, this is rejected by me. 
  
  Regards,

  Heath

   

   

  

  Business Response

  Date: 04/01/2025

  Good afternoon,
  
  Thank you for contacting us. As mentioned earlier, unfortunately, this hotel does not accept Debit or Cash payments at this site. If you seek a refund, please get in touch with the POS company where you made your booking, since Sonesta hadn't collected any funds.
  
  Kind Regards

  Guest Relations

• Initial Complaint

  Date:03/17/2025

  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.

  We checked into a room at this Sonesta Inn also known as the Green Tree Hotel. This was after looking at pictures on their website. When we got to the room, the room was nothing like the pictures. It smelled really bad and was filthy, disgusting, dirty, worn down, and really unsafe to sleep in. We complained to the staff who was very rude. They said they do not offer refunds and handed me a paper to their complaint department. She was so dismissive she didnt even look me in the eyes and ignored me after handing me the paper. When I called the complaint department they told me they could not issue a refund and said sorry. I told them it appeared to be bed bugs in the pull out bed and they appeared not to care. They said only the manager can issue a refund. I said the manager is not here. They said well then you cant get a refund at this time. The room was so dirty. There werent even sheets for the pull out bed. The rooms were way over priced and the elevator shook violently when you come down. A health inspector needs to look into this and shut it down. The elevator shook and nearly stopped. There were holes in the ceiling near the lobby. It was the worst experience Ive ever had at a hotel. I cried. The fact the staff did not care and the condition of the room was the way it was is extremely devastating. Then to refuse a refund and refusing to come look at the room was awful. They also charged a deposit for the room that Im sure we wont get back after this complaint.

  

  Business Response

  Date: 03/17/2025

  Good Afternoon,

  Thank you for reaching out and providing your feedback.  In order to assist you and to complete the investigation, we do require some details please see below.  Once we have these details we will continue with our investigation.

  Name on the Reservation:

  Hotel Name:

  Confirmation Number:

  Thank you

  Guest Relations 

• Initial Complaint

  Date:03/14/2025

  Type:Order 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.

  company representative agreed to refund money after being harassed by staff. BBB representative did not send the email in time. Representative is not available. I was harassed and because they thought that I was connected to a long term guest.

  

  Business Response

  Date: 03/17/2025

  Good Afternoon,

  Thank you for reaching out, in order to complete an investigation we do require a few details please see below:

  Guest Name:

  Hotel Name:

  Confirmation Number:

  Discription of your complaint:

  Once we have these details we will be able to complete an investigation.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:03/14/2025

  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 Friday 28 February 2025 my partner and I booked a 4-night stay at the Fifty Sonesta Hotel for a two-queen bed *** room. Prior to booking we spoke to a manager ***** to inquire about the *** rooms and availability. My partner has disabilities that affect her vision, hearing and mobility and uses assisted devices. ***** confirmed that the *** room included features like a handheld showerhead, shower bench, grab bars, and hypoallergenic bedding, which is what we needed, and he assigned us room 611. Upon check-in, a ******** ***** used an expletive towards my partner regarding the amount of luggage since she could not push or carry luggage herself, which we reported to management. Another ******** ****** was in the room when we entered and had the hypoallergenic bedding on the floor which is unsanitary and defeats the purpose. The hotel did not have any foam comforters although hypoallergenic bedding options are listed on the hotel website which is misleading. We had to use blankets instead which was not comfortable as they cause shock static when rubbed with the sheets. ***** relocated us to room 1512 which was not ***-compliant; the shower had a handheld showerhead but no grab bars, the shower chair did not fit inside the shower, and there was no light in the shower area which makes it difficult for my partner to see. A hotel manager Sevil relocated us the next day to room 2201 but the room was filthy: dead insects on the kitchen counters and floors, hairs and debris in the bathroom, a used floss container next to the bed, brown and yellow stains on the pillows and sheets. The handheld showerhead did not work properly and when we called for an engineer to fix it, he said the handheld showerheads in multiple ***-rooms have the same issue and that nothing could be done. General manager ***** ******* spoke to my partner condescendingly and raised his voice at her stating "there have been too many complaints and we cannot accommodate you" and refused to relocate us.

  

  Business Response

  Date: 03/17/2025

  Dear Mr. *************** is regretful that despite our best efforts we have not been able to meet your standards and expectations. Your initial reservation was extended by 4 nights per your request which the hotel accepted. During this period various issues were brought to the management attention which resulted in correction and subsequent compensation being offered. Of the 8 nights we have already gone ahead and removed 6 room night charges.Your requested extension of an additional 4 nights is not possible due to availability of the room type that you require. With regards to relocating to The ******** we do not have the available room type and I am concerned we would not be able to meet *************** a gesture I will go ahead and comp the remaining nights for a full refund of the 8 nights.

  We appreciate your understanding and wish you all the ********* regards *****

  Customer Answer

  Date: 03/17/2025

  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. 

  The response sent by ***** *******, who is the hotel general manager, does not reflect the conversation ***** had with myself, my partner, and **** ******, the hotel complex manager. I have a recording of the conversation with all four of us on Friday 7 March 2025 in which ***** and **** entered our room (2201) and told us that due to the number of complaints we reported to hotel management, they would not accommodate us at the Royal Sonesta ******** or the Fifty Sonesta hotels and they would refuse our reservations. There was availability at the Royal Sonesta ******** for a 1 ********************** with a rate of $275 per night that we were willing to pay, but **** ****** and ***** ******* said they would not accept our reservation even though this room was available, and I confirmed the availability of this room type with a front office manager at the ******** named ********. ***** ********* response to the BBB is dishonest and misleading, as it implies the room type was not available, which is false. The room type was available, but both ***** ******* and **** ****** refused to accept our reservation as retaliation for informing them of multiple issues throughout our stay. As mentioned, we are happy to share the audio recording between myself, my partner, ***** *******, and **** ****** to the BBB. I also requested that this complaint be escalated to the Sonesta Leadership Executive Team, including ***** ******, ***** *****, ******** ******, and **** ******. Please advise when I will be contacted by one of these executives. 
  
  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,

  Markenry ******

   

   

  

  Business Response

  Date: 04/02/2025

  Good afternoon,

  The General Manager has reached out to the guest.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 04/07/2025

  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 sent an email on Wednesday 2 April 2025 to *** ***********, who is the Regional Vice President overseeing The Sonesta Fifty NYC, requesting a phone call during the week of 7 April 2025. I have yet to receive a response from Gul Turkmenoglu with a date and time to speak over the phone. 

  
  Regards,

  Markenry

   

   

  

  Business Response

  Date: 04/07/2025

  Hello,

  Please reach out to Gul Turkmenoglu, ****************************************************************.  She has been trying to reach the guest to assist with this resolution.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:03/11/2025

  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 need a Full refund of my stay for a very horrible experience at Sonesta simply suites ************* in *******March 6th 2025 around 6:30 to 9 am, I was assaulted by the front desk staff **** ****** right infront of a **** camera at the front desk. He refused to attend to me as he stated I do not "belong here". It all started when I requested to change rooms due to mold and roaches in the one bedroom Kingbedroom suite i paid about $180 per night for 5 days stay. The front desk staff, refused attend to me, scolded me, told me I do not belong there and used humiliating words on me even as I was retreating back to my room to avoid further assault from him. I called the customer service line, they took my report but no feedback since then. I requested to speak with the manager immediately the incident occurred but I was told the manager busy and would call me back when he is available, till date I never received a call from the manager or from Sonesta Simply suites customer complaint line. I requested that the **** footage be pulled but no response from this facility instead the same front desk staff called me the next day as i was in my room and informed me he and the manager would like me to leave and never return, he stated that the manager had instructed the staff not to accept any reservations from me in the future. Very strange that the manager came to this conclusion without seeking to hear from me; even though I requested severally to speak with him after I was assaulted by his front desk staff, he declined to speak with me. I was scared and worried about my safety so I checked out immediately as they had suggested. I am requesting that the independent complaint office retrieve and review CCT footage from 6am to about 9am Thursday March 6 when the incident occurred at the front desk/ lobby, I am also requesting a full refund of my entire stay, and an apology letter from both the front desk staff and the facility manager at this location.

  

  Business Response

  Date: 03/19/2025

  Good Afternoon,

  We have reached out to the hotel and have received the following response please see below:

  Dear Ms. ************************ you for bringing your concerns to our attention. We take all guest feedback very seriously and strive to ensure every guest has a comfortable and enjoyable stay. We are deeply sorry to hear about your experience. Please know that we have conducted a thorough investigation into the issues you raised, including the allegations of assault and the presence of mold and roaches in your room. Our findings indicate that these claims do not align with our records and the high standards we maintain at our property. However, we understand the importance of addressing your concerns promptly and effectively.
  We would like to offer the following steps to resolve this matter:
  Assault Allegation: We take any allegations of assault very seriously. We have reviewed our security footage and spoken with our staff, and we found no evidence to support this claim. If you have any additional information or would like to discuss this further, please contact me directly at ********************* or by email at ********************************************************************.
  Room Condition: Our housekeeping and maintenance teams have inspected the room in question and found no signs of mold or roaches. We conduct regular inspections to ensure our rooms meet the highest cleanliness standards. If you have any photos or additional details, please share them with me so we can investigate further.

  
  Please feel free to reach out to me directly if you have any further questions or concerns.

  
  Sincerely,

  ****** P. ******
  SONESTA Simply Suites Irvine Foothill 
  General Manager
  T: ************