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Sonesta International Hotels CorporationThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Sonesta International Hotels Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 270 total complaints in the last 3 years.
- 104 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/13/2025
Type:Service or Repair IssuesStatus: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, an African ************* Single man 62 years old service Connected veteran with a hip replacement injury l was attending a cycling Charity paid weeks ago event at *********** on 7/12/2025 and reserves a hotel reservation via *********** (King suite on 7/11/2025) and I was told it is on hold and nothing is charged and I can cancel prior to check in time at 4 pm on 7/12/2025. When I called to cancel my reservation at 12 pm, I was told it could not be cancel and no real reason except policy. However, to prevent any issues going back and forth on my Xfinity cellphone with them; I felt I had no choice but to accept the charge and I checked in anyway. When I arrive they did not tell me their was an additional $100 hold charge by law on top of my bookings charge of $225 for one night (7/12-13/2025). Also, even though the place was nice as indicated of their 8.6 rating (but the microwave did not work as I told the staff when I said I left tip for the maintenance crew on the desk $2.10 in cash), I came alone to my charity event, I told no one in the world where what hotel I may stay at after the event and not even my elderly and disabled mother in ********************* who is the only person I would have told and I came with no guests, no visitors meet me there and I left with no one (because I knew no one). Completely independently alone and excercising all my constitutional protected rights to include my 1st, 4th, 5th, 9th 13th and 14th and PII and HIPAA rightsBusiness Response
Date: 07/14/2025
Good Afternoon,
Thank you for reaching out regarding your stay at one of our Sonesta Branded Location. Regrettably, I am not able to find a stay under your name. In order to complete our investigation can you please provide the following information:
Name on the Reservation:
Full Hotel Name:
Reservation Number:
Once we have this information we will continue our investigation.
Thank you
Guest Relations
Customer Answer
Date: 07/14/2025
I am responding to BBB for additional information they requested today on resolving by complaint:
See below
*********
You have a new message from Sonesta ES Suites Annapolis
Property's message:
We look forward to welcoming you on 2025-07-12. As a special offer, you can use the Sonesta ES Suites Annapolis eXpress Upgrade Program to potentially upgrade your reservation for as little as $0 extra per night. View Offer Why wait? Upgrade your stay now with this exclusive offer. VIEW MY UPGRADE > Dear *****, We look forward to welcoming you on 2025-07-12. As a special offer, you can use the Sonesta ES Suites Annapolis eXpress Upgrade Program to potentially upgrade your reservation for as little as $0 extra per night. SHOW MY CUSTOM UPGRADE Your reservation for 2025-07-12 at Sonesta ******************* is already confirmed (Confirmation: *********). Warm regards, Sonesta ES Suites Annapolis ************
Reservation Details
Check-in:
Sat 12 Jul 2025
Check-out:
Sun 13 Jul 2025
Property Name:
Sonesta ES Suites Annapolis
Booking Number:
5423052309
Initial Complaint
Date:07/08/2025
Type:Product IssuesStatus: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 rented the hotel through booking and was told that I would pay 503 dollars for my first stay. When I checked into the hotel on booking, they charged me 590 dollars and said that 100 dollars was a deposit. However, the invoice they gave me when I checked out did not show the deposit and the entire amount I paid was invoiced. And the $100 deposit has not been refunded. They made this deposit look like room rent. Isn't this like fraud?Since my English is not good, I cannot talk by phone, I talked to them by email and they sent me the same invoice again. I explained the situation to them, I said that according to this invoice you threw, it seems that you have never received a deposit from me, and I asked if I come to your hotel now, do you not take a deposit, but they did not return to **** have stayed in 4-5 hotels since I came to the *** and I have been able to get a refund from only 1 hotel. I will complain about the other hotels.Business Response
Date: 07/10/2025
Good Afternoon,
Thank you for reaching out regarding your concerns at the Sonesta ES Suites Atlanta Alpharetta Avalon. After completing our investigation, your first stay was booked with ***********. If you are seeing discrepancies on that billing please reach out to ************. The 100$ incidental was used to pay for the extension that was made at the hotel location. If you feel that this isn't correct please contact the hotel directly at ************ and ask for the General Manager *****.
Best Regards
Guest Relations
Initial Complaint
Date:07/02/2025
Type:Product IssuesStatus: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 was told at the end of my stay 06/30/25, that I have no balance but I never receive my full refund amount of $300 back from the incidental hold. And I prepaid/pre booked the room months ago through Trivago(3rd-party booking site). When I talked with a front Desk manger (Raffelitta), I was denied the rest of my refund but when I asked why and what the charges were, she told me that she didnt know. I also had problems with the room where the same manger claimed I didnt pay for the room fully and that was one of the reasons why I didnt receive my refund; but for one the $300 is a charge to cover any damages with the room, and I have my receipt for the full amount used to book the room months in advance so I didnt understand what the manager was referring to. During this interaction, the parking situation was also brought up as they charged me twice for parking, due to staff not making it aware that parking gets added to your receipt at checkout. The whole time I checked in nothing of the such was brought up, the clerk simply asked if I was self parking or valet parking, when I informed her that I would be self parking she gave me my keys and told me what floor I was on; that was it. I am seeking my full refund for the $300 incidental hold as soon as possible. Because between the miscommunication with the parking situation, the room, and the rudeness from the staff, Im extremely disappointed in my stay.Business Response
Date: 07/07/2025
Dear Breshae,
Warm greetings from The Royal Sonesta ******** I hope this message finds you well.
Please be advised that your total balance for incidentals is $75.91. This amount will be deducted from your deposit of $300.00, and the remaining balance of $224.09 will be released back to your card within 45 business days.
The final folio has been sent to the email address we have on file. Should you have any further questions or require assistance, please dont hesitate to contact us.
Thank you for choosing The Royal Sonesta ********
Warm regards,Guest Relations
Customer Answer
Date: 07/07/2025
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 reject this decision, due to the fact that I had no incidents occur during my stay. I was told by numerous staff that the incidental fee is only used if there are damages with the room which there were not and I have a witness to show that. I am respectfully asking for the entirety of incidental hold to be refunded to my original form of payment by July 11th, 2025 or I will have to move toward with legal action as discussed with my lawyer. I have attached all information and receipts given to me documenting I had paid for the room in full months in advance along with the charges due at checkout.
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,Breshae
Business Response
Date: 07/08/2025
Good Afternoon,
We have been advised that you have been contacted by the General Manager of the hotel, who has sent you your folio showing all billing details. If you have any questions please reach out to the hotel directly at ************.
Thank you
Guest Relations
Customer Answer
Date: 07/08/2025
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.
So I have provided more than enough information and time to correct this issue and the company still refuses to rectify the problem, so I have spoken with my lawyer and will submit a lawsuit in regard to the expenses. Thank you!
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,Breshae
Initial Complaint
Date:06/24/2025
Type:Product IssuesStatus: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 had stayed in sonesta suites **************************************************************** from 3rd to 5th june.Confirmation number 31940SF122394 We were charged twice for the stay. When we checked in we were charged 395$ which went on hold and after checking out more 216$ was deducted. But the 395$ is still on hold usually the refund comes in 5-7 days, but its been 20 days now. We contacted the bank, the says contact hotel and tell them to release them, and the hotel says ask the bank. The card we used was the foreign exchange card, don't know if thats the problem.Business Response
Date: 06/26/2025
Good Afternoon,
I have attached a detailed copy of your folio for your reference.
Your credit card was initially authorized for $395.18. However, the total amount charged by the hotel was $216.68. The remaining balance from the authorization has been released.Please let me know if you have any questions.
Best regards,
Guest Relations
Initial Complaint
Date:06/20/2025
Type:Product IssuesStatus: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 pre-paid ********************************* sonesta hotel philadelphia airport from June *****. Due to weather condition my flight from *** to *** was cancelled by *****************. i called the hotel for refund but hotel refused to refund one cent!i never found anything similar in the ***.Business Response
Date: 06/23/2025
Good Afternoon,
Thank you for reaching out regarding your reservation at the Sonesta Simply Suites Pittsburgh Airport.
We're sorry to hear that you were unable to complete your stay. After reviewing the details, it appears that your reservation was made through *******. As a result, you will need to contact them directly regarding any refund requests, as Sonesta did not collect any payment for this booking.
We regret any inconvenience this may cause and recommend reaching out to *******'s customer service team for further assistance.
Thank you,
Guest ******************start="743" data-end="746"> Sonesta International HotelsInitial Complaint
Date:06/20/2025
Type:Service or Repair IssuesStatus: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 stayed at the Sonesta Torrance/************* hotel from 06/12/2025-06/16/2025. On 06/13/2025 I found hair (not mine) along the shower walls,in the bathroom. I reported my concern with the front desk and cleaning staff came and recleaned my bathroom, they ended up bleaching my work pants. I reported this incident to ***** ****** housecleaning manager who informed me they would replace my pants and her manager would reach out Monday, June 16, 2025. However no one had reached out or responded to my email.Business Response
Date: 06/26/2025
Good Afternoon,
Thank you for providing her feedback regarding your stay at the Sonesta ES Suites *********************** We spoke with the General Manager who advised that a refund of $50.50 was provided. Please let us know if there is anything else we can assist you with.
Thank you
Guest Relations
Initial Complaint
Date:06/19/2025
Type:Service or Repair IssuesStatus: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 stayed with the hotel 3 days from June 12 -June 15 2025. I book thru Expedia so room paid for in advance. The booking company and the hotel did a poor job disclosing the fees to me. I was there as a student for clinicals at *************************. This was my second time in the area and I was a little disappointed. I was notified of parking upon of arrival which I had not planned for. They advise me to book directly thru them instead of third party and I would have seen the charge. Two days after leaving credit card was charged for $109. I called hotel and they advise it was for parking and a destination fee which I was not aware of and they made no mention at hotel at checkin of that at all. Upon contact I was told to contact 3rd party agency whom also pointed the finger at the hotel. No one wanted to take accountability for the communication piece. On top of that my last day when they ask how was my stay? I advise that it was ok. For three days anytime anyone had to use the restroom to have a bowel movement the odor flowed throughout the entire room. It was because the sliding door to bathroom was broken and not properly hinged. They new this prior to renting the room. It is obvious, we noticed day one because door does not close. It would not be an easy fix. No one offered a credit or to do anything. Simply stated thank u. They sent someone up while we were still in room. Timing not good. I am simply dissatisfied. The card on file for incidentals was only for incidentals because my friend used her card and this was card charged for additional cost. All charges were fir original card on file. Parking ok. The destination fee unaware until gone but now that all of this was an issue the quality of service with bathroom should have been discounted. I called on 6/18 to inquire about settled charges and they emailed me a copy of charges and told me to contact third party. At this point charges are separate. Room paid for thru other companyBusiness Response
Date: 06/23/2025
Good Afternoon,
We sincerely apologize for the unpleasant experience you encountered during your stay. I completely understand your frustration and regret any miscommunication that may have occurredwhether on our part or through a third-party platform.We strive to be as transparent as possible when it comes to our fees, and as a gesture of goodwill, we have waived the parking charge. A refund of $65.85 will be issued back to your card.
Please dont hesitate to reach out to us directly if you need any further assistance. We truly value your feedback and appreciate the opportunity to make this right.
Thank you
Guest Relations
Initial Complaint
Date:06/12/2025
Type:Order IssuesStatus: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.
Checked into the Sonesta Suites ***********************, ********** location on 9/1/2024 in room #*** and signed a agreed to lease for a 1 year stay at a rate of $100.00 per night, It was agreed that I would make payments every 2 weeks of $1400.00, After only 5 days being checked in the hotel attempted to to authorize a $19,000.00 charge on my card, afterward the rate was change and I was charged more the agreed upon rate and adjustment was done on 12/10/2025 I paid in full the remainder of my stay via (30) money orders totaling the amount of $29,400.00 with the manager on duty who is no longer with the hotel property, the money orders were never applied to the account and I was told on 5/27/2025 that I had an outstanding balance of over $2100.00 that I needed to pay of the hotel would take legal action against me after advising the current manager that I paid for the reminder of my stay he advised there was no record of it, after several back and forth I advised the manager that I am checking out of the hotel and that a breach of Contract has occurred by the hotel due to the payment terms which were changed from every two weeks to every week with both parties written consent and for failure to apply my prior payments I advised him that I had checked out on 6/3/2025 and the hotel has refused to check me out.Business Response
Date: 06/16/2025
Good Afternoon,
Following our recent communications, we would like to clarify that we have not received any supporting documentation regarding your claimed payment of over $29,000 for your stay. Despite multiple requests, no receipts or verifiable proofsuch as money order stubs or payment confirmationshave been provided to substantiate this transaction.
Additionally, our records show that further payments totaling over $13,000 were made after the date you indicated the balance had been fully settled. This discrepancy remains unresolved.
As of now, your account reflects an outstanding balance of $2,700. Since we have not received the necessary documentation or payment, this matter has been referred to our legal department for further collection efforts.
Should you wish to resolve this directly or have any valid documentation to provide, please do not hesitate to contact the hotel promptly.
Sincerely,Guest Relations
Initial Complaint
Date:06/10/2025
Type:Customer Service IssuesStatus: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.
Yes, my name is ****** ****** and I have been trying to contact **** for over a month now about A Issue that Effects Human ******************* Life alike. I Cannot seem to get through To anyone including the *** and **************** offices. Please If possible could you have someone contact Me at ************! I wrote my message this way on purpose!Business Response
Date: 06/12/2025
Good Afternoon,
Thank you for reaching out, in order to assist you please provide the following:
The name on your reservation:
The hotel Name you stayed out:
A brief explanation of your concerns.
Once you have these details we will continue out investigation.
Thank you
Guest Relations
Initial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus: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 am writing to file a formal complaint regarding the unprofessional, discriminatory, and potentially unlawful treatment I have experienced as a guest at your Sonesta ES Suites Magnificent Mile property in Chicago, ********. I am currently staying at this location as a healthcare professional on assignment through **************, along with at least two other travel nurses housed at this same location.Since arrival, the front desk staff has demonstrated a pattern of hostile, accusatory, and discriminatory conduct toward myself and the other long-term guests affiliated with ************************** Black women. This behavior has caused significant emotional distress and raises concerns of both racial bias and violations of *** regulations concerning service animals.Earlier today, I was approached by the housekeeping supervisor regarding minor soiling on linens by my service dog, which I acknowledged had occurred twice due to brief accidents. I agreed to pay cleaning charges if it occurred again and explained that I had since resolved the issue by no longer placing linens inside my dogs crate.The housekeeping supervisor and her witness accepted my assurance, and the situation was considered resolved.However, later that evening, I was called to the front desk and confronted by another staff member who accused me of my dog barking (which is untrue, as we were away most of the day). When I suggested reviewing the cameras to confirm our absence, the staff shifted focus back to the linen issueand told me that I was being evicted from the hotel, despite the matter having already been handled appropriately earlier in the day.This contradicts all prior communication, violates the **** and appears retaliatory or discriminatory. Minor accidents do not justify eviction, and the animal must be out of control or not housebroken to be excludedneither of which applies to my situation.Business Response
Date: 06/13/2025
Good Afternoon,
It will be handled in accordance with our ordinary process, the guest has multiple cases open at this time which are being handled by corporate.
Thank you
Guest Relations
Customer Answer
Date: 06/13/2025
[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 reached out several times without a response. Therefore I was unaware that my complaints were received. I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #********. I would like to keep the case opened until this matter is resolved.
Regards,
******* ******
Sonesta International Hotels Corporation is NOT a BBB Accredited Business.
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