Sonesta International Hotels Corporation - Newton, Massachusetts

Roger S.

I had the privilege of staying with a local Sonesta ES at the height of Covid-19 after embarking on a statewide move. Naturally, I missed nearly every paid amenity offered by Sonesta International Hotels.

Although depressing, I kept my spirits high and remained humble my entire stay. I was told on more than one occasion that I was the perfect guest. Upon check-out, I triple verified with my CSR that NOT ONLY were my reward points successfully applied but that they WOULD NOT EXPIRE. In fact, I had the front desk employee REPEAT THIS THREE TIMES before I was truly satisfied and signed.

Flash forward two years, things have finally gotten back to a new normal and I wanted to take advantage of my hard-earned points for a week long stay at the same location, partake in the many amenities that I missed during my previous $60,000 stay.

Sadly, it turns out that not only did the previous representative GROSSLY MISINFORM me but my points DID EXPIRE and it happened 12 days before I tried booking my stay. I've never felt so lied to and taken advantage of, it makes me sick just leaving this review.

I have repeatedly called customer service for help, only to be ignored, hung up on and/or told that someone will reach out to me via email. Obviously, that has not happened and Sonesta International has left me with NO CHOICE but to give them ONE STAR and write this HONEST and CRITICAL review of my severely disappointing visit.

Egypt S.

Long story short. I have an open case with the Sonesta Maho Resort from my stay in July. I accidentally left behind several items and departed to St. Barts on the same day. I attempted to call and email the resort on the day of my departure and the front desk advised for me to call back because the person that handles missing/lost items was not available. I also never received a response to my initial email to this day.

I went back to the hotel on the last day of my St Barts trip to speak to someone in person and two ladies helped me. One lady searched in the log and did not see any of the missing items in the book. Another lady went to an unknown location and found a long sleeve denim jacket that was one of the missing items. Out of all the missing items the long sleeve denim jacket was the only item that was found. Interesting.

Early July I submitted a formal complaint and received a message from the property manager who informed me that the items were nowhere to be found and there were no indications of theft. I provided an itemized list of the items that were left behind and the manager proceeded to send me a picture of me and my husband “leaving the resort with the items on”. Mind you, the items that we had on were in no way, shape or form the items mentioned on the inventory list. I didn’t appreciate this accusation especially considering that not once did I call the employees of the resort thieves but somehow I was pointed out as a “liar”.

I followed up with the manager to make it clear that the items in the clear picture were not the mentioned items on my list. The manager stated that they could not do anything else to assist me
with this matter.

I have held off on my official review of this resort to see how the manager would justify this situation. There is no cooperate office and the only way to escalate this situation is to speak to someone internally about the accusations that the manager made about me and my husband.

I submitted a complaint about the accusations as well as my thoughts about this not so seemingly 4 star resort where you have to wait two hours for a grilled hamburger.

General thoughts about the resort:

*Staff should be offered more training in hosting and seating large parties (more than 6 guest).

*It’s unfair to have families separate at dinner or brunch (large parties are not allowed to be seated together). In fact one of the employees aggressively spoke to us about not being seated together.

*There is only 1 pool and it closes early.

*The alcohol selection is extremely limited.

Visit at your own discretion. This review will be updated once I receive an update from internal relations.

Jacquelyn F.

GM Eddie Loomans of Sonesta Ocean Point resort will lie to corporate office and corporate office will not even listen to your complaint. We never received a response to our complaint and was told the matter is closed per the hotel and CAN NOT be escalated to corporate. Zero accountability of Sonesta hotels and their abusive staff. Eddie has since deleted all of his LinkedIn posts from the past year to hide his threats and abuse towards us. Covering up your staffs threats is disgusting!

Kimberly O.

Dirty dirty rooms. The complete disregard of cleanliness, especially in the bathrooms, is appalling and shameful.
The high price of rooms is a stark contrast to the state of said rooms. It was glaringly apparent that the room I stayed in had not been cleaned appropriately in a long time. It was as if a frat house had been converted into a hotel.
We stayed at the Sonesta Select in Newport RI due to a wedding. If this was not the case we surely would not have stayed the night. Numerous other guests complained about the unclean rooms to the point that it was a topic of discussion at the wedding reception.

Corporate needs to be notified of the exceedingly subpar accommodations and unhygienic state of the rooms. If Sonesta Select cares about their reputation and guests, this needs to be remedied.

Andrea P.

I had a horrible experience at Regency Sonesta in Miami. The front desk agent turned me away when I had a fully paid for reservation for one week and all because I didn't have a $100 security deposit that I didn't know I needed. I think this creates a dangerous situation for any women who might be traveling with children in a city. Imagine if I had arrived in the middle of the night! He did not apologize for my inconvenience, and he didn't offer me any assistance whatsoever. Additionally, he was not wearing any Sonesta uniform, nor any name tag and he was wearing Nike apparel for some reason. I spoke to Sonesta customer service and my complaint was escalated and one of the managers I spoke to hung up on me. They couldn't do me the courtesy of even discovering his name. Sonesta and Priceline jointly took my money and gave me no lodging.

S. B.

Your Eden Prairie, MN location completely scammed me out of my money, and I expect this to be corrected. You could easily verify my allegations below by checking cameras:

THIS PLACE BLATANTLY STOLE MY MONEY. DO NOT STAY HERE. I strongly urge you to pay attention to the negative reviews left for this place. Here was my personaI experience: I made a reservation yesterday on Christmas Day because our house was crowded, and I wanted to stay somewhere with a hot tub. I arrived around 7 pm and saw a sign at the front desk stating that the hot tub was broken, and there was not a single staff member to be found. I sat on a couch in the lobby for about 15 minutes, watching The Simpsons they'd had playing on the TV, waiting for a staff member, so I could discuss canceling my reservation. Finally, a woman came walking down the hallway, whom I presumed to be a staff member, but she walked right past me and into the vending area to the left of the front desk. I waited for several more minutes, and still nobody greeted me. So I entered the vending area to find the woman still standing there and asked if she worked there. She said she did and apologized. She was a tall, dark-skinned woman who wore a head covering similar to a hijab (describing the woman I spoke to because the hotel is trying to claim I was a no-show). I explained to her that I had made the reservation specifically to use the hot tub and that, if possible, I would like to cancel and be refunded. She stated that was not a problem but that since I made the reservation through a third party, I would need to call the booking agency to receive my refund, and that they could call her at the hotel if they had any questions. I asked her if she was certain I was able to get a refund, and she said that she was certain. She also explicitly stated that she was marking my cancelation in their system. So I called a hotel down the road to see if they had a working hot tub, which they did, and I left. When I called the booking agency the next day to receive my refund, the hotel claimed that they had no record of me speaking with anyone at the hotel and refused to give me a refund, stating I was a no-show. However, I was able to accurately describe the staff member I spoke to, was aware of the fact that the hot tub was broken which was not information that was advertised online, and I was able to provide other details making it clear I had spoken to a staff member at the hotel to process my cancelation. I went back into the hotel after being told they were claiming I had never been there to cancel and asked the front desk employee to provide me with his manager's phone number. He was very condescending in response and refused. I asked him to call his manager then, and he refused to do that as well and stated I would have to send her an email and wait for a response. It is undeniable that they are intentionally ripping me off as they could very easily check their camera system and see that I was there. Please do not give your money to this business, as this kind of place should be shut down. There are plenty of better options in the area. Go anywhere else

William B.

I ha d almost 700 stolen from my debit card from the Sonesta at 8844 Columbia Md. The first encounter should have been a clue. After authorizing 100 to be held before I got to my room they took $115. A week after I checked out was checking to see if the had returned it only to find they had took 175.50 three different times a day after I checked out plus they didn't pit 115 back. I will get my money back through the bank,law enforcement

Jane D.

I will outline and summarize the awful experience. Do NOT stay at SONESTA RESORT in ST. MAARTEN. They do not take responsibility for incidents that occur on their property. Instead, they manipulate the facts and somehow blame the guests for the resort shortcomings and actions of the staff.

1. Upon check-in, the room (loft) smelled moldy(wet). We had flooding issues, and housekeeping issues and our door to the balcony did not lock.
2. The elevators are aggressive. The sensors have a defect. My hand(wrist) got closed in the door. I reported it. The resort resolve was an offer of a complimentary dinner at another resort for an injury to my wrist. Instead of offering other choices of compensation. The resort is already all-inclusive. They told me to take it or leave it. Very nonchalantly. In addition, they wanted me to sign a waiver that stated "due to unavailable amenities" the dinner was being offered. That was a lie, the dinner was being offered due to an injury sustained. The document contained falsified information which I was unwilling to agree to therefore they disregarded my injury/incident. (Rewind the cameras)
3. While having dinner at the Palm Restaurant on the premises, an employee(waitress) grabbed my breast. She grabbed me while asking if I wanted the chicken breast, as she made a sexual reference to the menu. The sexual assault was reported to the resort. My friends witnessed the sexual assault. The security who took the statement of the employee stated to me and my friends that the employee admitted to the sexual assault. After I left St. Maarten and returned home, the resort is now stating that the events do not match. That the employee's statement differs from mine and the witnesses. The resort is covering up a witnessed sexual assault confirmed by their hired security who is now recanting what he said. I asked them to rewind the cameras. The response does not include my requests. It is an obvious cover up.

In all, my experience was awful. It was supposed to be a birthday celebration of a milestone. The resort tells guests what they want to hear at the moment but subsequent actions turn out to be the contrary. Sonesta only cares about Sonesta. According to Sonesta's offer, the sexual assault and injury to my wrist is worth $225 (price of dinner). Again, they have a take it or leave it bully type approach. That will not work with me.

Incidents occurred the week of November 6th-13th

DO NOT STAY AT SONESTA IN ST. MAARTEN! Management is horrible, security credibility is questionable, with employees who are sexual predators.

Guest name:
Claudette D.
Rm. 946