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Complaint Details
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Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My name is ******************* , I stayed at your hotel Sonesta Select on 4/3 . Im being charged a smoke fee for the room we stayed in . Not once did we smoke inside the room . Actually we went outside twice to smoke right In front of the cameras in the back even security seen us. Why would anyone go outside in the cold to smoke twice just to smoke in the room at all ??? It makes no sense , it is very disgusting that this fee was added . Check the cameras and you will see us exit the room to smoke . Manager ****** proceeds to send me pictures of 2 different rooms and trash I didnt leave in the pictures as well . Im unable to add the pictures as the file is too large
Business response
04/16/2024
To Whom it may concern,
After we conducted our investigation, it was concluded that the guest was smoking in the room. Please see pictures attached, the Hotel however did provide the guest with a refund for these charges.
Thank you
Line *******
Executive Escalation Manager
Customer response
04/16/2024
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
I do not agree with what the business resolution. They are still lying about me smoking in their rooms .They did indeed provide me a refund because they provided pictures of another guest room. The pictures was for a guest who checked out on April 2, I didnt check in until April 3 , Please see photos with the photos date information.
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,****
Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Travel pass number ********* Dear *** or Madame,With ACCOR I hold Platinum status and wish to request a status match. Following the instructions on the *** section, of the Sonesta portal, I was instructed to submit proof od status with another chain. Upon clicking on the link, I was required to enter the name of a hotel, which is not reflect at this point, and no emana to upload the required proof was afforded. Attached, you will find my digital member card, with ACCORs ALL program. Would you be so kind as to match my status? Thank you.Sincerely,*************************Customer response
04/15/2024
I have not heard from the business in response to my complaint.Business response
04/16/2024
Please advise the guest we have updated his status to platinum, and in the future the guest can simply give us a call and will take care of this for him.
Thank you
Customer response
04/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Traveled to Sonesta ES Suites Atlanta-Perimeter Center for an out-of-town stay for medical reasons. The recent stay did not provide contracted room at the contracted rate but tried to charge us double, mattress broken, lobby gave out our room keys to strangers who walked into our room, stove top in room broken which made the room go up in smoke and dangerous inhalation and staff did not help, washer/dryer provided broken and stole the money we put in to make multiple washes, few nights of neighboring guests having violent verbal and physical altercations where they were banging on our walls, neighboring guests dogs crying and howling, bathtub broken, did not provide offered amenities, may have been some discrimination since we spoke Spanish, housekeeping did not come even upon request, we were without towels. Management was uncooperative and had a general stance that it was not their problem if we were inconvenienced during their stay. We called Sonesta corporate and did not hear back. We contacted Sonesta on linkedin and did not hear back. Request a full refund.Initial Complaint
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On the date of February 16 ***** I rented a room at the Sonesta Atlanta Airport North for the duration of 4 days and 3 nights therefore making my departure date February 19 2024. And on the date of the 16th my bank account was charged the fee of $551.44. so I stayed and checked out on the 19th. Then on the 21st of February 2024 the Sonesta charged my account a second time this time in the amount of ******. I called and spoke to two customer service reps at ********************** corporate office and I called numerous times to the actual hotel itself but no one will help.called theBusiness response
03/08/2024
Which of our over 200+ hotels is this about so we can investigateCustomer response
03/08/2024
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.]
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
The hotel in question is the Sonesta Atlanta Airport North as I previously and clearly stated in my original message.
Regards,******
Business response
04/03/2024
Hello,
A response was sent to **************** on March 14, 2024 with our findings.
We advised we would assist her with her concerns, we just needed her to provide proof of the charges she is alleging but we a havent received anything from the guest.
Thank you,
Sonesta Guest Relations Team
Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I stayed with my family at the Sonesta Hotel located in ************* at ******************************************************* *************, ** ***** on December 16th, 2023. We stayed in two rooms and paid $100 of damage deposit for each room for a total of $200 plus $12.38 per room for parking. When we checked out there was no damage or anything but up to this day I still have not received my deposit back. I contact them on January 09, 2024 and they mentioned that the refund has been issued and that my bank might be holding it. I contacted my bank and they said there was no refund. It's March 1st, 2004 and I still have not received anything back.Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted Priceline, which is a third-party reservation agency, and I made clear my specifications and requirements for the booking of the room requested to have a private ******* for my little boys that were a birthday. They promised an advice that the hotel I was booking and reserved Had those amenities upon arrival on the hotel and tried to check in I asked the front desk clerk if the hotel had what they promised the front desk representative clearly stated and told me that the only ******* they had was a public ******* not a private one and it was broken at the time. I asked the guy that I clearly stated I needed a private ******* For a five year old boy and a six year old boy,which I also made clear to the Priceline representative that I needed that I was not going to put my boys in a public *******. When they so little thats was out of the question I tried to fix things with the hotel first and then I called Priceline since the hotel was not able to help me. I clearly stated that I didnt want a refund wanted to be re-accommodated to a different location with those amenities. I was willing to pay the difference ipon calling Priceline I went back to the hotel to see if they needed anything from me. I never checked in or use any room the Priceline representative was very rude and was unable to help me not even able to accommodate me on a suitable room or another facility. They clearly deny a refund, help or accommodating me and also they hang up the phone on me it was an unpleasant experience unprofessional and rude. I just contacted Sonesta headquarter today and they clearly said and rudely said tha they couldnt help me. I lost my money and there was no money back given to not keep calling and no one was going to help me in getting my funds back. I clearly told him I was gonna report it and they say they dont care I could do whatever I want thats why Im creating this claim for their bad advertising, false advertising and tricking people into the trap.Business response
03/01/2024
Whihc of our hotels is this about so we can investigate.Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Stayed at this Sonesta Hotel on Candelwood Dr, *******************.Had to stay at an extended hotel for couple months until my home was ready.Paid $3,200/month for a small 1 bedroom.The issues with the room , which we complained about...they never deep cleaned the carpets before we started our stay and it smelled like dog. The tubs and sink was stuffed and needed to be plunged plus the toilets are not in working condition.The air conditioner does not work and was told we can't do anything about it, it does not cool the area at all and the heat does not work. SONESTA should be held responsible for this poor management and apathetic behavior.The room where the laundry and so-called work out center is located was dirty and filthy, we made numerous complaints. The laundry area is always dirty, since they have old rotting washers and dryers that are never fixed, they are free, but none of them work and they keep them in terrible condition. They are usually dirty and people leave it a disgusting mess. I rather pay for my laundry.The front office was told numerous times, and the General Manager ***** is unaware and totally oblivious to what is going on, people come in from all over to do their free laundry.The door to the laundry room is not locked and it is broken so anyone can enter these rooms which is unsafe.This is supposed to be a non smoking hotel, but complaints made to front desk about noise and people smoking in the room at night, nothing is done. I have someone that has asthma, this is a terrible condition that no one wants to confront these people smoking in their rooms.The General Manager seems oblivious to everything that is happening when he is around. The housemaids are great but they do not go into many of the rooms, as housekeeping doesn't need to come in and clean, meaning the rooms may be filthy and smoke abounds. This hotel needs to be updated and managed correctly, and would never recommend this hotel.Business response
03/01/2024
The General Manager has spoken to the guest and has addressed all the issues. Please close the case.
****
Customer response
03/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
02/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Check in to 504 Sonesta ES *********** ** Feb 15 - Feb 20, 2024. Apparently I was bitten from something, see pictures of both arms! Staff has very accommodating: moved our room, heat treated for bugs and also all our clothes. Have never had bites before. There was a small amount of blood on sheets, which is a sign of Bed bugs?Customer response
02/29/2024
I have not heard from the business in response to my complaint., directly; however, the charges have been completely credited. I do believe at the very least the hotel should be reported to the health department!Business response
03/01/2024
The guest was refunded. Please note that our Pest control company came out and there was no evidence of bed bugs in the room. Please close the case.Customer response
03/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** & *************************Initial Complaint
02/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Sonesta St. ****** ************************ *****; reservation dates December *****, 2023.I originally booked my reservation through booking.com on September 17, 2023, but could not complete my travel plans to ***** due to conflict in the region that started in October 2023. I then reached out to booking.com to request a refund. Booking.com reached out to Sonesta St. ****** *********************** requesting a refund on my behalf but received no response. I then decided to personally email Sonesta St. ****** *********************** after Booking.com notified me they did not receive a response after 48hrs. I called the Sonesta St. ****** *********************** at least twice, asking to speak to a Manager, and I was told my request will be reviewed and someone will get back to me. Eleven days later and still no response from Sonesta St. ****** *********************** regarding my situation, I decided to call Sonesta ************************* Relations on October 26, 2023 to file a claim, as it had been 2 weeks since the initial request for a refund was sent on October 12, 2023. Guest Relations sent an email to Sonesta St. ****** *********************** management team a few days later. On November 2, 2023, I received an email from the hotel's management asking for me to send my booking confirmation details. I responded back to the email with the requested information. Once again no response, so I called Sonesta St. ****** *********************** requesting to speak with management and was given a contact number. I called the manager on November 14, 2023 and explained my situation, the manager then agreed to authorize for me to receive a full free refund for my stay. I waited for confirmation but received nothing, so I decided to email the hotel's management on November 18, 2023. On November 21, 2023, I received a response to my email denying my request. I responded back to the email requesting that the agreement with the manager I spoke with be honored to no avail.Business response
03/01/2024
the hotel has tried to work with the guest on a resolution and offered two different resolutions which the guest is unwilling to accept. Please close the case as Sonesta has tried to work with the guest,Customer response
03/04/2024
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 # ********.
Per an email I received on March 3, 2024 from management at Sonesta St. ****** ************************ my request was escalated to management for reconsideration because the options the business offered were not acceptable for my situation.
Regards,*******
Business response
03/06/2024
We have offered multiple solutions but the guest is unwillining to accept please close the case.Customer response
03/06/2024
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 # ********.
Sonesta has not responded since the email I received on March 3, 2024. And they have not offered a solution that is suitable for me and my situation.
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,*******
Initial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
*Complaint to Sonesta Select ******* ************************To Whom It May ******** I've stayed at Sonesta several times prior and had nothing but positive experiences. During my last stay on January 24th, ****, I've had an encounter with two employees at the front desk, both of whom were disrespectful, hostile and highly unprofessional. They've both colluded to prevent me from seeing a general manager, a person whom I have not been able to locate to this day.At approximately 7:10 PM, January 24th, I went to the main desk to inquire about getting more coffee pods. There was a couple in front of me, whose hotel registration the front desk attendant had lots of trouble finding. After spending 15+ minutes waiting, my queue has finally come. However, I was abruptly told that it's not my queue and that actually an individual who has just arrived a few minutes ago has to come before me (the individual complained about having a room at the 2nd floor because the hotel elevator was broken). I was confused and immediately left; I came back again shortly after, this time asking to speak to the general manager. However, the same individual told me that the manager is not available at the moment and that he will be available beginning 11PM of that same day. Once I came at 11:20PM to the front desk, the other individual at the front desk has listened to my complaint and was instantly highly dismissive. Judging by his mannerisms, questions, and responses it seemed that he was already informed by the previous front desk person about my issue. He said that I should leave a review explaining my experience and that the other desk attendant acted correctly, since the customer behind me has already checked in earlier. I was never told nor have I ever seen any policy/note about the certain queue policy. If another person came back in, it'd have to be solely due to the hotel itself's fault (broken elevators) and not my own.Business response
02/14/2024
The General Manager spoke to the guest and personally apologized. The guest voiced his concerns regarding 2 associates who made him feel unwelcomed when he checked in. At the end of the conversation *********************************** understood that this was not a typical interaction and that it will be addressed with the associates to ensure the experience is never duplicated. General Manager provided his contact information to the guest and informed him to contact me in the future and I will be sure to personally look after his reservation.
***************** was thankful for the follow up and appreciated my call. He reassured the General Manager that he will be back and will be reaching out to me when he does.Please close the case with Sonesta.
Customer response
02/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************
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