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Complaint Details
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Initial Complaint
11/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Experian credit alert, via *********** Card ending *****, informing me that this hotel charged my card despite my never staying there, no physical signature, and merely attempting to 'reserve' a room with this location; of which I have never stayed. I find it interesting that I made '2' online 'reservations' for April 2025 and December 2024 with the sole intent on 'reserving' a room based on my being a Sonesta Travel Pass ( Rewards) Member. Upon receiving today's fraud alert via Experian ( 11/2/24) I immediately called ***********. They, in turn, opened a case based on my disputing said charges. I also then called the front desk of the hotel, only to be placed on hold and then being told that "there is nothing I can do." So, in addition to another staff related lack of professionalism, incompetence, and total disregard to my being the customer I hung up. I am sick and tired of dealing with vendors; albeit borderline theft as it relates to charging MY credit card despite my never physically staying there or signing any documents. Ironically, I never received a 'fraud alert' targeting the April 2025 reservation at this same location. Essentially, it was a total waste of my afternoon to call Sonesta Select Phoenix Camelback. I informed the front desk agent that *********** had been contacted and a case was being opened. It was if nothing that I communicated mattered. Here's what every idiot in a service related position needs to get comprehend. Consumers are responsible for them having a job, period. If your position is " There is nothing I can do" then how is it that they are still employed? I am not going to be charged for any transaction(s) without my affixed signature, period. This incident mirrors identify theft on some level and needs to be resolved, hence this BBB complaint. It's simple: credit the $1.042.09 in conjunction with *********** OR I will just escalate this to the office of the ** Attorney General.
Business response
11/04/2024
Good Afternoon,
Thank you for reaching out regarding your concerns. We do see two reservation booked in the system and are as follows:
The Confirmation number is 32944SE103835 and the location is Soneste Select Tempe Downtown November 20, 2024 to December 11, 2024. Regrettably, this was booked with the rate of *************************** Advance Purchase 10/01/2024 for the amount $2348.43 and is nonrefundable.
We do see another booking for Sonesta Select Phoenix Camelback for April *****, 2025 this was cancelled and no fees were incurred for this reservation.
If you feel that this information is incorrect we ask that you contact the hotel so w may complete a proper investigation. They can be reached at ************ and press 0 to speak with the front desk.
Thank you
Guest Relations
Customer response
11/05/2024
[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
10/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I stayed Labor Day weekend 2024 at this hotel I extended my stay left hotel to come back and find my room had been given to someone else and all my personal belongings disappeared my medical devices insulin and insulin pump and other prescriptions medication I was told I would get reimbursed for my items I signed a contract release them from liability for a settlement offer and 9/23 and I still have never received financial relief for my items I am a diabetic the money I had to spend to replace my items alone was over$700 I feel violated especially for someone to enter a room I payed for to just for my personal belongings to disappear And then I was told that they would comp me the room and they did not follow through with what they stated that they were going to doBusiness response
10/30/2024
Good Morning,
Thank you for getting in touch about your experience at Sonesta Simple Suites *********. We contacted the Hotel and they informed us that a reimbursement of $450.00 was issued on 10/28/2024. We regret the delay in receiving the funds, as the refund may take up to 7-10 business days to show on your card.
Thank you
Guest Relations
Initial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Traveling on official **** ********* the clewiston inn failed to uphold and provide basic sanitary necessities to me and my colleagues. Upon disclosing our disapproval of the accommodations the hotel owner became belligerent and ran our **** travel cards for both an incorrect amount (including taxes) and duplicated the erroneous charge although we refused to stay the second night. This establishment sent us to an already occupied room, rooms were smoked in although no smoking rooms were promised, insects and dog hair was found in and amongst the sheets, human hair was in and amongst the bathroom, black mold was discovered both in bathrooms and corners of the room and lastly there was no hot water available in any of the showers.Business response
10/24/2024
Good Afternoon,
Thank you for reaching out to provide feedback regarding your stay. Regrettably I am not able to find any reservations under your name, can you please provide the name on the reservation and the reservation number in order to escalate your concerns.
Once we have this data we can proceed with your escalation.
Thank you
Guest Relations
Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I booked a room for 6 nights from Wednesday October 2 2024 through Monday October 7 2024 at SONESTA SIMPLY SUITES ****************************** LOCATED AT *********************************************** and I did not receive my $250 deposit back that I paid at check in with my credit card. When I contacted the hotel after 10 business days I was told I was charged a smoking fee . I told them I did not smoke in the room and I do not smoke at all. Their actions have shown they are comfortable committing fraud and abusing the licenses that allow the company to operate as they have made false accusations in order to steal my credit card deposit. BOOKING CONFIRMATION # *****SE041399Business response
10/29/2024
Good Afternoon,
Thank you for reaching out regarding your stay at the Sonesta Simple Suites ******************************** I have spoken with the General Manager who advised me they have contacted you by phone and left a voicemail. They have approved the $250.00 refund, which can take 7-10 business days to be returned t you account.
Please reach out to the **** the General Manager if you have any further question.
Thank you
Guest Relations
Customer response
11/02/2024
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
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a flight attendant who stayed at the sonesta select on ******* ave. I checked in on 07/02/24 thru 09/20/2024. It is a dog friendly hotel and my mother would visit with our small dog, the manager ******** saw us on our way out the door and SCREAMED AT ** TO GET OUR DOG, NOW!!!! It was as if she was surprised to see a dog in a dog friendly hotel. She was very rude then and when we inquired about some extra charges, she brushed my mother off rudely saying (oh its because you bought stuff at the front desk) I know for a fact we only bought that overpriced stale candy once. Her attitude was so nasty I would avoid the front desk anytime she was there, I literally peeped in to see if ******** was working she really pushed my anxiety to a low point. But let me tell you about ********, she would park in the guest parking spots out front of the hotel, she spoke so rudely to me at 10:40 pm because she said she had a hard day dealing with "white people" - she also was very nasty with how she spoke to me degrading me in front of other guest and employees, she also ran my mothers card more than once, I have proof of the hotel running our credit cards at least 3 times a week and I just recently (10/21/2024) had a charge try for $400! My rate for staying there was $82 a night so $574 per *********** were PAID weekly, they were charging me over 6 to $700 per week and going in my account without our consent!! I tried to call their rewards program and they are saying they dont see my 3 month stay. Unbelievable I have warned the airline I work for and others about ******** and Daniellas nasty ways. I am not the only flight attendant who has been treated disrespectfully.Business response
10/25/2024
Good Morning,
We appreciate you contacting us about your experience at Sonesta Select ************. Thank you for sharing your feedback about the hotel staff, we take issues like this very seriously and will look into your concerns with the staff. In relation to the charges on your credit card, the payment system attempted to deduct the $656.00 balance as shown in the attached outstanding folio.
If you have any questions about these fees, please contact the hotel at ************.Thank you
Guest Relations
Customer response
10/25/2024
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
Regards,*******
Initial Complaint
10/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Fraudulent schemes, criminal mischief, money laundering, housing illegal immigrants and attempts at identity theft.Business response
10/21/2024
Good Morning,
Thank you for reaching out in order to assist you, can you please provide details regarding your concerns and what resolution you are requesting?
Thank y
Guest Relations
Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked a reservation through Happy Gecko Travel for the Sonesta ********************************* in ********** for the week of 4/26/2025 through 5/3/2025, which was paid in full. My room is booked as part of a group reservation for Central Oklahoma *************** (COPA). I cancelled the reservation on 6/7/2024 through Happy Gecko, and was told my refund would be issued by the resort in 90 days. That has passed, and the travel agent says his calls and emails were not returned until the last week of September, when he was told my refund would be issued within 2 weeks. That has passed, and the travel agent says once again his calls are not being returned by the resort. I am due a refund of $2,474.33 which is a room rate of $2,799.33 less a $325.00 early payment discount.Business response
10/21/2024
Good Morning,
Please note we have investigated this case and found no reservation in our system for this client, Ms. ***** did reach out to our reservations team in September and was asked to furnish additional information (confirmation number) as we were unable to locate her booking, she was unable to provide same as she claimed to have been booked under a group block.furthermore, it is to be noted we have no upcoming group by the name of COPA for 2025.Unfortunately, Ms. ***** may have been victim of a SCAM.
Best Regards
Guest Relations
Initial Complaint
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I stayed at Sonesta ******************************** October 3-4 2024. It was a Thursday night. Checked into room. Soon as we get into room we relax and lay in the bed. Immediately I start itching and getting bit up on my stomach and underneath my chin. I went down to front desk told the man what happened and showed the few bites that had happened . He offered me Clorox wipes to wipe the room down and assured me that they had just cleaned everything that Tuesday and Wednesday. He had nothing else to offer me but some wipes to disinfect and told me to come back down if I needed more. Didnt offer another room or anything because it was an air show going on or something and no other rooms available I believe. I then had to go to the store myself and get disinfect spray and etc and my own blanket . I called a few days later and made a complaint with guest relations and they sent in a ticket. It is now Wednesday, October 16th and nothing has still been resolved. I actually still have the bites on me and pics to prove it. I love Sonesta and just want to make sure that they are really cleaning and inspecting each room. When I talked with guess relations she asked if I would like a complimentary stay and I said that would be nice but I would be scared to sleep there in the bed again afraid I might get bit up again. A stay would be nice only if I was sure they cleaned the room top tier or offered a complimentary stay at a diff location.Business response
10/21/2024
Good Morning,
Thank you for reaching out regarding your concerns. We have reached out to the hotel and they have advised the following:
All hotel mattress had just been changed out the day prior to the guest staying with us. The guest was the first ****** to ever sleep on these new bed. I checked her in and checked her out....Other than her reporting ichy - she said nothing else. Room change would not been helpful as all beds are the same and new. She also told me that her boyfriend was not having any issues.
We advised that you please contact the hotel directly and speak with the Assistant General Manager **** ****** if you have any further questions at ************.
Thank you
Guest Relations
Initial Complaint
10/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
October 1, 2024 booked on travel points one night stay,I have 4 pending charges one for ****** and 3 for ****** which I shouldn't be charged because of travel points spoke to katalene manager she will not release and refund me $664.90 back on my credit cardBusiness response
10/04/2024
Good Afternoon,
The funds on hold have been released from the hotel upon guest`s departure. The GM had a conference call with the guest and her bank on October 3, and the bank representative confirmed that there are no charges processed by the hotel only a hold that will be removed by Friday
Thank you
Guest Relations
Customer response
10/04/2024
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 # 22370897. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Holding up my available credit. AND I WAS CHARGED AND A CREDIT BACK ON ONE AMOUNT OF 188.30. ONLY
Business response
10/08/2024
Good Morning,
As stated in our previous email, your funds have been released on Sonesta's side. Please contact your bank for further concerns around your held funds.
Thank you
Guest Relations
Initial Complaint
10/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I checked a little between 445 pm and 5 pm....I left a little after 8 or 9pm...I came back after 11pm and someone had gone into my room and literally stole my big bottle of titos liquor!!!! Now I'm afraid shaking because who went in there? The manager isn't even offering me a refund ?? and telling me I have to wait til morning for head house keeper to look at the cameras ?? now I have to find somewhere else to stay!! I paid almost 200 dollars this is ridiculous!!! I'll never stay here again and I'm going to tell everyone what happenedBusiness response
10/01/2024
Good Afternoon,
Thank you for reaching out, in order to assist you can you please provide the details of your reservation.
Hotel Name:
Name on the reservation:
Reservation Number:
Once we have this information, we will be more then happy to assist.
Thank you
Guest Relations
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