ComplaintsforSonesta International Hotels Corporation

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was at that hotel, a total of three weeks at rate of thousand dollars per week +taxes. / I was in three different rooms for, that three weeks. I told management of the egregious smell in each room. The iron had this stick substances on it that ruined my shirt. Cigarette smoke in each room. The air conditioner and the heater did not work. The carpet was very dirty. The plumbing broke while I was in the room. I was bitten by bed bugs. The Mexican staff called me a nigger!!!!!!!!!!!!!!!.... IM requesting a full and complete refund of my three thousand dollars plus tax's. A full and complete refund of my three thousand dollars with extreme prejudice!!!!! / I have pictures but I'm having some technical issues uploading them.

  

  Business response

  07/19/2024

  Hello ***********.

  Thank you for reaching out regarding your concerns at our Sonesta Select *********** LAX ***********  I have spoken with the General Manager who advised they have provided a refund for your stay.  The refund can take any wheres from 7-10 business days if you paid with a credit card, and up to 30 business days if payed with a debit card.  Please see below the details of your refund.

  We will refund ****** for his stay on June 26-July 2, 2024, In addition to the ******, we comped 1 night rm & tax ( value 229) + ***** for comp parking that night. When he checked in we provided 6 days of parking (******) His total compensation is 1290.56.

  Thank you

  Guest Relations 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON MAY 16TH 2024 I CHECKED INTO SONESTA HOTEL AT *********************************** I BOOKED A RESERVATION WITH MY SONESTA TRAVEL POINTS CONFIRMATION NUMBER 32199SE052498 THE DATES WERE FROM 5/16 TO 5/24. I BOOKED THE RESERVATION THE *** BEFORE 5/15. ON 5/22, TWO ***S BEFORE MY CHECKOUT THE MANAGER COMES TO MY ROOM IN THE MIDDLE OF THE ****** I WAKE UP TO HER WITH FOUR ***S. SHE SAID I WAS GIVEN A POLICE ****** FROM THE PREVIOUS SONESTA I JUST LEFT AND WAS CHARGED WITH CRIMINAL TRESSPASSING. AND PERMANENTLY BANNED FROM SONESTA PROPERTIES!!! YOU CAN CHECK WITH THE ***** SPRINGS POLICE. NO SUCH THING EVER HAPPENED. THEY DONT WHAT THAT LADY WAS TALKING ABOUT. MY NAME IS NO WHERE IN THEIR SYSTEM. WHEN I TRIED TO EXPLAIN THE *** SAID I ONLY HAD 15 MINS. I SHOULD GATHER MY BELONGINGS.???I WAS LIVING THERE I CAME THERE AFTER LEAVING ANOTHER SONESTA IN WHICH I WAS THERE FOR FIVE YEARS I HAVE NO CAR AND HAD NO MONEY. I WAS GOING TO WORK I WAS STARTING A NEW *** AND MOVING THE FOLLOWING AFTERNOON. 5/23 I TOLD HER AND THE ***S SHE DIDN'T CARE. THE ***S LET ME CALL MY FRIEND WHO GOT ME AN UBER. ALL I COULD FIT IN THAT CAR WAS MY DOG, HIS FOOD HIS THERAPEUTIC BED (HE HAS HIP DYSPLASIA) A BOX OF TENNIS SHOES A BAG OF LAUNDRY AND SOME TOILETRIES. I LOST EVERY THING ELSE. SHE SAID I COULD NOT COME BACK ON THE PROPERTY. I WAS CRYING AND GETTNG SICK I STILL DIDN'T KNOW WHERE I WAS GOING AND WAS HALF ASLEEP. I HAVE NOTHING ELSE TO MY NAME AND I LOST THE *** I COULD NOT MAKE THE NEXT *** BECAUSE I HAD NO WHERE FOR MY DOG TO GO. MY WHOLE WINTER WARDROBE ALL OF MY FALL AND WINTER COATS AND JACKETS SHOES BOOTS VACCUM EVERYTHING. FOR NOTHING, I CALLED SONESTA'S ****** NUMBER 3 TIMES AND NO ONE EVER GOT BACK TO ME. FOR NO REASON AT ALL I LOST EVERYTHING I OWNED SOME STUFF WAS IRREPLACEABLE. BUT THE ***** SPRINGS POLICE WILL VERIFY ON 5/16 THEY NEVER CHARGED ME WITH ANYTHING OR EVEN CAME ON THAT PROPERTY..

  

  Business response

  07/18/2024

  To Whom It May ******************* guest has been permanently blacklisted from all Sonesta Hotels due to a balance owing of $9000.00, the guest skipped out on a bill from the Sonesta ES Suites Atlanta **************** North.  This is the reason she was asked to leave the hotel, no compensation will be offered due the outstanding balance owing. 

  Thank you

  Guest Relations

  Customer response

  07/19/2024

  I did not skip out on them I booked that reservation straight through sonesta I called them up directly and used my points and they booked the reservations for me themselves I sent you the copy of that reservation confirmation.  That manager illegally and maliciously put me out because she didn't like my dog who was an ESA. 

  What the manager of that property I was at didn't tell anybody is that I went to her the first week of December and I told her I found this place that was going to pay all my back rent plus 3 months in advance. 

  But rather than look at the business side of it she acted personal and didn't file for eviction in order for me to get that money I needed her to file for eviction with the court and after not paying rent for two weeks I figured that's what most people would do but she didn't I given her all the information of this program so I could reassure her she was going to get her money instead she used it against me she would not file for eviction with the court so I would not have that piece of paper to give them to get that money but in October they hired an attorney to illegally try to put me out threatening me I have all the emails from the threats I got and the harassment I got from them trying to legally put me out when I was paying my rent because they didn't like my dog but they had no legal reason to put them out so they threatened me to put them out when that didn't work she didn't file for the eviction so I wouldn't get that money and the back rent would build up that's what she did to be malicious she could have gotten that money in November and December but she didn't want to she wanted me to be in a bad situation that's discrimination because she didn't like my dog. 

  And how did I skip out on them I directly called sonesta myself and booked that reservation with them with my sonesta points that's not skipping out on somebody when you do that and I saw that manager that day in the afternoon and she told me because I was previously evicted from the other property I would not be able to extend my stay there that was a three in the afternoon and then 12:00 at night she comes to my room with the cops and says I was criminal trespassing because I had a police ****** off the previous property and was charged with criminal trespassing and was told to never come back on sonesta property again which was not true and that's what she said so I had 15 minutes to get all my belongings and the middle of the night and get out of the hotel now why would they have booked a reservation for me to stay there if I was blacklisted and banned from there I called them directly they booked that reservation for me themselves she lied when she said I got a police ****** off the property and was told never to come back on sonesta property again that was a lie that was a bold-faced lie and that's the life she told to get me put out of there by the police and the middle of the night which is what caused me to lose all my belongings so no I haven't done anything wrong I didn't skip out on them I booked a reservation with them directly and use my sonesta points the day before I checked in you can look on that reservation and say I booked it myself nobody put me off the property I walked off and I cleaned up my place after I left I went back there and clean the room up so they was never ever any police putting me off the property there's no reason to have had the police in the middle of the night come with her to put me out of that room and 15 minutes and caused me to lose everything she did that on purpose and that was just evil and wrong and I want some compensation for all my belongings that I lost cuz she said I couldn't come back and get them I was not put off that property I booked a reservation directly through sonesta you can look on the confirmation sheet that I sent to you the first time that was booked directly to sonesta and I use my sonesta points 

   

  I or are you saying they deliberately booked a reservation to me to put me out in the middle of the night to cause me to lose all my belongings was that done intentionally cuz that's what it sounds like you're saying cuz no one said I was blacklisted they clearly booked me a reservation and put me out in the middle of the night with the cops accusing me of being banned from the property and told I was charged with criminal just passing and I was never charged with anything that's wrong and that's a lie and the police come through that

  

  Business response

  07/31/2024

  Good day, *******,
  
  Thank you for reaching out once again. Unfortunately, due to your outstanding balance, we are unable to offer any compensation.
  
  Thank you,
  Guest Relations 

  Customer response

  08/01/2024

  I got a call from  ***********************.  She is the one that suggested I use up my travel points while I still could she said as long as I wasn't blacklisted I could use them she recommended I go and get a room somewhere and relax from all the aggravation I'd gone through with ***** and her bogus illegally eviction   I asked her what if I get blacklisted during my stay? She told me all they will do is refuse to extend your stay so my reservation was from the 16th to the 24th on the 22nd I asked to extend my stay and the manager said no that night in the middle of the night she came up to my room and put me out and accused me of being arrested and having a police ****** remove me from the sonesta I was previously at and charge me with criminal trespassing that never ever happened never at that point I had 15 minutes to get off the property because I had been warned arrested and banned from properties and that's not true ******************* told me to go get a room there I made a reservation on the 15th and checked in on the 16th now if I get arrested at all the criminal trespassing charges ****************** would know about it and there's no mention of me anywhere and the police system so are you telling me that I was set up by sonesta to go check into a hotel so you could purposely put me out in the middle of the night because I had an outstanding balance which ***** who could have paid that rent money but she chose not to pick it up she had access to it she didn't want to so I took the advice of the customer relations woman at ******************** and got a room and during my stay not was I just blacklisted but I was illegally put out and forced to lose all of my belongings and you don't think I deserve some compensation are you kidding me you all told me to get a room there I got a room and then you forced me out in the middle of the night and making me lose everything I own and you don't think you're responsible for that you most certainly are I was never arrested or charged with criminal trespassing and I would have not checked into that hotel and got that room with my travel passports had I known that you were going to do that to me sonesta told me to use those points and then finesse to put me out in the middle of the night making me lose everything I own yeah well I think I do some conversation it's with you you lost everything you own you feel the same type of way what you did was illegal and wrong ***** chose not to pay that rent on my behalf she had access to it but she didn't like my dog they discriminated against me they harass me and they told me about my dog and he's an *** and I don't want to press that issue but that's illegal too you know recording me calling me names I told ***** when she thought for eviction on me that the agency was going to pay her my back rent plus 3 months in advance ***** chose not to file eviction on me until that program ended program ended and she filed eviction 2 Days later so she chose to let that **** get like that that wasn't my doing I handled my responsibilities she chose not to do that on her behalf because she felt some type of way using her personal feelings to run a business that doesn't seem very professional and discriminating against somebody for having an emotional support animal is definitely against the law they sent the police out to me they walked around the property accordingly with a phone calling me names they did all kind of stuff to me and you're going to get on me I took **** pallets advice got a room with my travel pass points and during that time I was illegally put out and accused of something I did not do I did not get arrested I was not being too many properties and I made a reservation there the police did not ****** me out the property I have two witnesses that helped me pack my stuff and move them into the other hotel because it took us three trips and two cars so there was never in a restaurant police ****** it was never a band there was never coming or just passing that whole story was made up was that whole story made up on purpose because I would have not been there if it wasn't for ***********************

• 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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. On 6/20/24 I booked a room at the Sonesta for my birthday. My room was prepaid thru a 3rd party booking site. I was told I can upgrade my room thru sonesta for $54 and also I will have to pay a $250 deposit. I agreed. I went out to dinner with family. After dinner a few family members came back to the room. We played games they left. The next day I checked out. I thought everything was ok until 6 days later when my deposit wasnt returned to me. I called them to see what was going on when I was told my deposit was forfeited due to smoking. I argued back and forth with them because no one smokes. Nor was anyone smoking in my room. I asked for proof and then he goes to say It was a lot of people in your room I asked was he keeping my deposit because it was too many people. He said no then I asked for him to return my deposit because no one was smoking in the room. I asked for proof he sent s picture of what look like tobacco in a cup next to a phone that was not left there when I checked out. Not every sure where that came from. Then I asked why my upgrade was different from the price quoted and I was told because resort fees but explain to them I had already paid resort fee thru my original booking. But they still proceeded to charge my card. I have been charged for smoking when I wasnt smoking. Ive been over charged for a room when all I wanted was an up grade at the discounted rate. This has been a nightmare. I would just like my deposit back or proof of someone smoking in my room. Also remaining of whats owed to me from the double charged resort fees. Please help me. *****

  

  Business response

  07/09/2024

  Hi ********,
  
  We appreciate you contacting us about your issues at the Sonesta ES Suites ********************** branch. Unfortunately, I have brought your concerns to our management team, and we have indeed discovered evidence of tobacco usage in the hotel room. There was a strong smell of smoke lingering in the room and we discovered tobacco in the trash can.
  
  Unfortunately, we regret to inform you that we are unable to ***** the refund request.

  Thank you 

  Guest Relations

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just arrived, and Iv called the front desk 1x, and went down to the desk. The ** is not working. Mind you it's 95* out. Our room is 78*. The front desk told me since it's so hot the ac's aren't pulling enough air, and that their lobby is warm too. I asked to switch rooms. They said they will send an engineer up, but they don't know how long it will take. I'm now sitting in a horribly hot room, waiting for an engineer rather then they just switching our room. Horrible customer service. I can not believe they expect us to sit here and just wait.We drove from **. Now we are unable to explore the city because we have to wait, the engineer can not fix it because we might have to change rooms. Iv NEVER heard of such a place doing this to guest. I would expect it his from a $100 a room hotel. I paid almost $450 for this dump. If we weren't here for the ************** parade tmo we would be leaving.

  

  Business response

  06/28/2024

  Hello *****,

  Thank you for providing your feedback regarding your recent stay at the Royal Sonesta Boston.  I have spoken to the General Managers who advised we switched your room, shortly after your concerns were brought to our attention.  I have also been advised that we upgraded your room free of charge for these inconvenience.  The General Manager **** has advised the following: "It would be my pleasure to welcome you back should your travels bring you back to ******. I am accessible on my cell ************ to discuss further as necessary.:

  Thank you

  Guest Relations 

  Customer response

  06/28/2024

  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. 

  I only got a new room because I wanted a refund to leave and get a new room else where. I called 2x. The first time I was told an engineer would be up. We waited, and I called again just asking to switch rooms. I went to the office and spoke to an employee in training. He told me there was a request for the engineer in place. We were advised we did not need to wait for the engineer. We went to explore as we were in town for the ******* parade. I called the hotel to make sure the engineer took care of the problem. I was advised that they would have security go into the room to make sure the problem was fixed. Which it was not. They put a fan in our room. That is when I went down to the front office and demanded a refund so we could stay at another facility. Mind you it was a heat wave in ******. This is when we were transferred to another room which still did not have ac working properly, but yes was still better than the previous room. I was in the elevator and an employee was in there helping an elderly woman to her room. She asked how my stay was going. She told me even the lobby wasnt as cool as it should have been Yes I spoke to the manager yesterday. His my pleasure to welcome you back should your travels bring you back to ******. was offering a discount to come back. Why would I want a DISCOUNT to a hotel that I was not happy with? YOU ADVERTISE  ac in the rooms. I was not provided with a service that I paid for. Also upon check in i should have been made aware as he stated As you know, last week broke records for high temperatures in ****** and the East tower did have trouble maintaining a comfortable temperature Why was this not communicated with me upon check in? Why did I have to try 2x and then once I DEMANDED a refund to stay elsewhere, I then got  another room, with ac issues ? Please explain in detail for me. 
  
  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,

  *****

   

   

  

  Business response

  07/03/2024

  Hello *****,

  Thank you for reaching out regarding your feedback.  I understand that you did not have a pleasant stay in the first room,  but am pleased that we were able to move you to an upgraded river view room in our West tower fairly soon (4 hrs) after check in.  Regrettably your refund request is denied as you did stay at the location.

  Again I extend my hand to invite you back with a heavily discounted rate in an upgraded room.

  Thank you

  Guest Relations

  Customer response

  07/08/2024

  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. 

  [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.  
  

  As I mentioned and requested previously please tell me in detail why it was not communicated that there was a problem with the *** while checking in. Since your establishment was aware. Again booking the room it states AC is included. Yes we got moved to another room after I complained 3x times. I then asked for a refund and that was when I was moved. The new room still hardly had working ac. Better than the fan you put in the previous room to fix the problem Again you mentioned you were aware of the issue. I need to know in detail why there was no communication. I need in detail as why I wasnt offered to switch room when I complained the first time. Id like to know how a fan was a solution, also why i was only moved because I wanted to be refunded so i could go to another hotel ( which was also denied) and Why there was no communication. 

  
  FAQ
  
  Regards,

  *****

   

   

• 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

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the ******************************** in ********, ******** for 3 nights in April, 2024. The hotel advertises the rooms are air conditioned. There was air conditioning, Intermittently throughout my stay, and non-existent the last day of my stay. I complained during my stay and was told to "open a window", and that the hotel could only provide heat or air conditioning, not both. So, when the heat went on in the hotel, the a/c was shut down. I was not told by anyone prior to checking in that this was the case, and that there would be a disruption of service during my stay. According to hotel reviews, this has been an ongoing problem that the hotel refuses to take care of.Upon speaking with management, they have refused to refund my stay. They do not offer a reason. Yet, they agree that the A/C is turned off randomly. I paid $1406 for 3 nights at this hotel, with a promise of air conditioning in my room. This company has breached their contract with me, and I believe, therefore, owes me a refund for my stay.

  

  Business response

  06/17/2024

  The hotel guest, *************************, stayed at the ******************************** from April 15 to April 18, 2024.
  During his stay, he contacted the front desk to complain that his room was too warm and the ** unit was not blowing cold air. He was informed about the hotel's 2-pipe system and that, due to the April temperatures being still in the 40s F, the hotel system was in neutral mode, preventing the ** unit from producing cold air.
  Upon departure, the hotel waived all three nights of his upsell fee and provided a 3 PM late checkout, which **************** was happy with, resulting in a $330.48 refund. However, a day later, he posted a 1-star review on Tripadvisor. Our Director of Operations, ***************************, followed up with **************** and offered, in addition to the $330.48 compensation, an additional complimentary one-night stay and a discounted future stay.
  Despite this, **************** declined the offer and insisted on a full refund for all three nights or nothing.
  
  We believe our offer was fair and did not agree to refund the entire stay.
  It's important to note that **************** accepted and was pleased with the hotel's initial compensation upon his checkout in April. He did not request further compensation at that time. Therefore, we consider this case closed.

  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. 

  [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.]
  
  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
  I was never "satisfied" with any of the outcomes offered. Your hotel advertises air conditioning in their hotel rooms. If this is not offered throughout the entire stay, then this becomes false advertising.

  You did not provide this service during my stay.

  Therefore, I am requesting a full refund of my hotel stay.

  Regards,

  ****

   

   

  

  Business response

  06/28/2024

  To Whom it may concern,

  A full refund was already provided, $330.48 no further compensation will be offered.

  Thank you

  Guest Relations 

  Customer response

  07/01/2024

  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. 

  A partial refund was submitted, not a "full refund" as you have stated. I ended up paying close to $1500 for this stay, which none of those funds has been refunded. I am requesting refund for the lack of (at times non-existent) air conditioning in my room, and having to deal with a very warm room for most of my stay.
  
  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,

  ****

   

   

*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. ↩