Sonesta Hotel

I just did in short this hotel is sucking by the minute I am an agent and I frequent the Planatation Florida ES Sonesta.. prior to the name change from Staybridge. well the Fire alarm went off at least five times from 6/28/2021 @ 9:50 PM - 6/29/2021 @4:00 AM
I will never stay again. I was beyond disappointed.. I missed my meetings due to the constant alarm alerts through out the entire building. the fire dept was called. the noise is horrible.. its become nothing short of a shelter.. and I for one dont like shelters unless I am helping giving or providing assistance. My rate as an agent was not honored, my room assignment was not honored. The food was horrible... There were NO towels, my room key didnot work the cleaning ladies were constantly yelling your front desk has attitude your employees look disgruntle! The best thing about my breakfast was my tea and that's sad... I want my money back my entire trip was ruined as a result of constant noise! my objective was not satisfied at all! in fact I was setback. I was actually counting the minutes I would leave my flight was at 6 am but I began to get prepared at 2:30 AM as I was soo happy to go.. home

I recently stayed at the Philadelphia Sonesta hotel and I was startled awake at 1:40am when a strange man walked into my room The man entered my room at approximately 1:40am and scared me to death I think he was just as shocked after hearing me yell at him, he quickly turned and left the room After a few seconds of begin in shock, I got up and made sure the door was secure and called guest services I was told that security would immediately be notified and that was the last I heard from guest services until I checked out at the front desk around 7:40am I asked for the General Managers information and I was given the Guest Service manager card instead I had to wait fours days to hear from the hotel regarding the incident and they quickly tried to make it seem that they were not at fault They claim I did not close my door all the way, which of course is a lie, my door closed and locked the same way it did all week long The doors are weighted so they will close unless you hold them open with something So according to the Sonesta, I “supposedly” didn’t close my door all the way and “coincidentally” on the only day I did NOT closed my door all the way (which of course didn’t happen) the guest from mistakenly used his key to enter my room His key of course didn’t work but he thought to push on the door anyway and “surprise surprise” the door wasn’t shut completely so he walked on in The Sonesta of course did not speak with the guest in 2202, nor did I ever get a call back from the general manager nor the president of the company (who I emailed about the incident) They know they were at fault, and that the man that entered my room was given the wrong key (my room number)I'm amazed they would come up with a ridiculous lie as opposed to owning up to their mistake that brought terror to my life Awful!

July 23, 2015I am writing to you in regards to the complaint that was registered on 7/14/(ID [redacted] ) regarding the smoking fee that was applied to [redacted] ***' guest room.The Sonesta Hotel Philadelphia is a smoke-free hotel and we adhere to a very strict policy so that all of our guests have a clean, smoke-free environmentWe have signage in all of our guest rooms advising guests that it is a non-smoking hotel and guest room and that there is a $fee for smoking,With the information that was supplied from our Housekeeping and Security Department, there was definite evidence of smoking within the roomPhotos were taken of the room that showed ashes/debris on the floor and empty cigar boxes, additionally, it was reported that the room had a smell of smokeGiven all of these factors, [redacted] was charged the $for smoking in the room.We clearly advise all Of our guests of the smoking policy, so that we can maintain a clean smoke-free environment, while trying to ensure that our guests are not charged excess fees during their stayWhen there is evidence that the smoking policy has not been followed we do charge accordingly.Although we feel that the charge that was given to [redacted] was valid based on the conditions in the room, we will reduce the fee from $to $100.00.The refund of $150,will be processed over the next few days and [redacted] should see the adjustment in her account within 7-days.Please feel free to contact me should have you any questions Thank youBrian CDirector of Operations Sonesta Hotel Philadelphia

I am writing to you in regards to the complaint that was registered on August 27, (ID [redacted] ) regarding the problems that Ms [redacted] encountered during her stay at our hotelThe Sonesta Hotel [redacted] takes the safety and security of our guests very seriously and makes this a priority every dayAfter Ms [redacted] reported that a guest had entered her room in the middle of the night it was investigatedWhile the investigation was in progress, Ms [redacted] was contacted on Friday and Saturday to update her on the status of the investigation and inform her that it would be a few days for us to finalize the results.As part of the investigation, there was a report generated from the guest room lock of Ms [redacted] ’s room (***)This report lists all hotel guest room key activity for the lock, as well as, each time the door is opened/closed or if the door is not completely closed (ajar)On the night of 8/20-8/the lock report showed that Ms [redacted] returned to the room at 7:10pm and that the door did not close when she entered the room, the system showed that the door was “ajar” (open)The report lists the following events: At 1:36am, the guest from the floor above Ms [redacted] in ***, used their key to try to open the doorThe key did not unlock the door but it shows that the door was closed at 1:37amFrom the information given by Ms [redacted] , either she or the guest that entered the room closed the door at 1:37am.Ms [redacted] was contacted by the hotel’s Director of Operations who explained the findings.As stated in the complaint, Ms [redacted] feels that this information is not correct.The guest lock report lists the timeline of the events as they occurredThere is no indication that a key was incorrectly made by the front desk that would have allowed access to the roomThe safety and security of our guests is a priority in all areas of our operation and we want our guests to feel that the hotel is a safe and secure place to stay.We would like to extend a two night complimentary stay with parking included at our property so that Ms [redacted] can return and have a better experience than her previous stayWe want to regain her confidence in our hotel

-------- Forwarded message ----------
sans-serif;">From: S***, ElizabethDate: Wed, Jul 22, at 10:AMSubject: Sonesta Philadelphia Hotel - Revdex.com - *** *** ***To: "***@myRevdex.com.org"
Dear *** ***,
We have received your letter and have looked into the charges for guest *** *** *** who stayed with us on July 12, *** *** was charged a $cleaning fee due to the odor from smoking in the room in her guestroom and the smoking debris left in the room Please know that all hotels in Philadelphia are smoke-free environmentThere is clear signage in all guestrooms advising our guests that we are a non-smoking hotel and that there is a $charge for smokingOur guests health and safety is our number one priority and we want to ensure a clean environment for all guestsWe appreciate *** ***’ business and as a gesture of goodwill, we will reduce the cleaning charge of $to $Please feel free to let me know if you have any further questions
Liz S***
Marketing Manager
Sonesta Philadelphia
T: ###-###-####
F:###-###-####
***@sonesta.com
Sonesta.com

July 23, I am writing to you in regards to the complaint that was registered on 7/14/(ID ***) regarding the smoking fee that was applied to *** ***' guest room.The Sonesta Hotel Philadelphia is a smoke-free hotel and we adhere to a very strict policy so that all of our guests have a clean, smoke-free environmentWe have signage in all of our guest rooms advising guests that it is a non-smoking hotel and guest room and that there is a $fee for smoking,With the information that was supplied from our Housekeeping and Security Department, there was definite evidence of smoking within the roomPhotos were taken of the room that showed ashes/debris on the floor and empty cigar boxes, additionally, it was reported that the room had a smell of smokeGiven all of these factors, *** *** was charged the $for smoking in the room.We clearly advise all Of our guests of the smoking policy, so that we can maintain a clean smoke-free environment, while trying to ensure that our guests are not charged excess fees during their stayWhen there is evidence that the smoking policy has not been followed we do charge accordingly.Although we feel that the charge that was given to *** *** was valid based on the conditions in the room, we will reduce the fee from $to $100.00.The refund of $150,will be processed over the next few days and *** *** should see the adjustment in her account within 7-days.Please feel free to contact me should have you any questions Thank youBrian C
Director of Operations Sonesta Hotel Philadelphia

September 17, To Whom It May Concern:I am in receipt of case #*** filed with the Revdex.com.With regards to the complaint of the additional $charge assessed to this guests' credit card, the Sonesta Hotel *** prominently displays “no-smoking" cards
on every desk in every guest room, informing the guest that the hotel is a non-smoking facility and that an additional charge will be assessed to their credit card should the guest chose to smoke in the roomThis is not the hotel's policy, but is actually the City of ***'s non-smoking policy applicable to all indoor facilities that the hotel is required to comply with.Please feel free to contact me directly should you have any additional questions or concerns regarding this caseKind Regards,
Holly L
Assistant Controller Sonesta Hotel

-------- Forwarded message ----------From: S***, ElizabethDate: Wed, Jul 22, at 10:AMSubject: Sonesta Philadelphia Hotel - Revdex.com - *** *** ***To: "***@myRevdex.com.org" Dear *** ***,We have received your letter and have looked
into the charges for guest *** *** *** who stayed with us on July 12, 2015.*** *** was charged a $cleaning fee due to the odor from smoking in the room in her guestroom and the smoking debris left in the room .Please know that all hotels in Philadelphia are smoke-free environment.There is clear signage in all guestrooms advising our guests that we are a non-smoking hotel and that there is a $charge for smoking.Our guests health and safety is our number one priority and we want to ensure a clean environment for all guests.We appreciate *** ***’ business and as a gesture of goodwill, we will reduce the cleaning charge of $to $150.Please feel free to let me know if you have any further questions. Liz S*Marketing ManagerSonesta PhiladelphiaT: ###-###-####F:###-###-####***@sonesta.comSonesta.com

July 23, 2015I am writing to you in regards to the complaint that was registered on 7/14/15 (ID [redacted]) regarding the smoking fee that was applied to [redacted]' guest room.The Sonesta Hotel Philadelphia is a smoke-free hotel and we adhere to a very strict policy so that all of our guests have a clean, smoke-free environment. We have signage in all of our guest rooms advising guests that it is a non-smoking hotel and guest room and that there is a $250.00 fee for smoking,With the information that was supplied from our Housekeeping and Security Department, there was definite evidence of smoking within the room. Photos were taken of the room that showed ashes/debris on the floor and empty cigar boxes, additionally, it was reported that the room had a smell of smoke. Given all of these factors, [redacted] was charged the $250.00 for smoking in the room.We clearly advise all Of our guests of the smoking policy, so that we can maintain a clean smoke-free environment, while trying to ensure that our guests are not charged excess fees during their stay. When there is evidence that the smoking policy has not been followed we do charge accordingly.Although we feel that the charge that was given to [redacted] was valid based on the conditions in the room, we will reduce the fee from $250.00 to $100.00.The refund of $150,00 will be processed over the next few days and [redacted] should see the adjustment in her account within 7-10 days.Please feel free to contact me should have you any questions Thank youBrian CDirector of Operations Sonesta Hotel Philadelphia

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1) The city of [redacted] does not require a fee for smoking in rooms.
2) All hotels are permited to offer smoking rooms.
3) I checked into my room after midnight and only turned the light on in the bathroom as I was not alone. I Did not see the no-smoking sign untill morning. No other notifications, aside from the very small sign on the table by the window, were givin. Not within the online reservations, check-in, or on the door.
4) Lying about regulations in [redacted] to the Revdex.com, knowing the comments you make will be made available online, is not only a waste of time, it will make your business suffer. As those facts will be checked by everyone who reads them.
Regards,
[redacted]

I recently stayed at the Philadelphia Sonesta hotel and I was startled awake at 1:40am when a strange man walked into my room . The man entered my room at approximately 1:40am and scared me to death. I think he was just as shocked after hearing me yell at him, he quickly turned and left the room. After a few seconds of begin in shock, I got up and made sure the door was secure and called guest services. I was told that security would immediately be notified and that was the last I heard from guest services until I checked out at the front desk around 7:40am. I asked for the General Managers information and I was given the Guest Service manager card instead. I had to wait fours days to hear from the hotel regarding the incident and they quickly tried to make it seem that they were not at fault. They claim I did not close my door all the way, which of course is a lie, my door closed and locked the same way it did all week long. The doors are weighted so they will close unless you hold them open with something. So according to the Sonesta, I “supposedly” didn’t close my door all the way and “coincidentally” on the only day I did NOT closed my door all the way (which of course didn’t happen) the guest from 2202 mistakenly used his key to enter my room 2102. His key of course didn’t work but he thought to push on the door anyway and “surprise surprise” the door wasn’t shut completely so he walked on in. The Sonesta of course did not speak with the guest in 2202, nor did I ever get a call back from the general manager nor the president of the company (who I emailed about the incident). They know they were at fault, and that the man that entered my room was given the wrong key (my room number). I'm amazed they would come up with a ridiculous lie as opposed to owning up to their mistake that brought terror to my life. Awful!

I recently stayed at the Philadelphia Sonesta hotel and I was startled awake at 1:40am when a strange man walked into my room . The man entered my room at approximately 1:40am and scared me to death. I think he was just as shocked after hearing me yell at him, he quickly turned and left the room. After a few seconds of begin in shock, I got up and made sure the door was secure and called guest services. I was told that security would immediately be notified and that was the last I heard from guest services until I checked out at the front desk around 7:40am. I asked for the General Managers information and I was given the Guest Service manager card instead. I had to wait fours days to hear from the hotel regarding the incident and they quickly tried to make it seem that they were not at fault. They claim I did not close my door all the way, which of course is a lie, my door closed and locked the same way it did all week long. The doors are weighted so they will close unless you hold them open with something. So according to the Sonesta, I “supposedly” didn’t close my door all the way and “coincidentally” on the only day I did NOT closed my door all the way (which of course didn’t happen) the guest from 2202 mistakenly used his key to enter my room 2102. His key of course didn’t work but he thought to push on the door anyway and “surprise surprise” the door wasn’t shut completely so he walked on in. The Sonesta of course did not speak with the guest in 2202, nor did I ever get a call back from the general manager nor the president of the company (who I emailed about the incident). They know they were at fault, and that the man that entered my room was given the wrong key (my room number). I'm amazed they would come up with a ridiculous lie as opposed to owning up to their mistake that brought terror to my life. Awful!

Review: I stayed at the Sonesta Hotel in [redacted] on the 20th of August. On the 24th of August I was checking my credit card purchases and found a $250 charge from the hotel. Thinking it may just be a deposit hold, I called the hotel to inquire about the charge. They informed me that it was a "smoking" charge. They want to charge me an additional $250 on a $115 room to smoke. I told the that was unacceptable and they said it was their policy. I told them that no where does it say "no smoking". They told me that there is a no smoking sign at the frond door. Even though I entered through the garage and didnt see the sign, $250 is unacceptable, actually outrageous. The $250 should be refunded and they need to make theat information more readily available to their guests.Desired Settlement: Refund of the $250

Business

Response:

September 17, 2014To Whom It May Concern:I am in receipt of case #[redacted] filed with the Revdex.com.With regards to the complaint of the additional $250 charge assessed to this guests' credit card, the Sonesta Hotel [redacted] prominently displays “no-smoking" cards on every desk in every guest room, informing the guest that the hotel is a non-smoking facility and that an additional charge will be assessed to their credit card should the guest chose to smoke in the room. This is not the hotel's policy, but is actually the City of [redacted]'s non-smoking policy applicable to all indoor facilities that the hotel is required to comply with.Please feel free to contact me directly should you have any additional questions or concerns regarding this case.Kind Regards,Holly LAssistant Controller Sonesta Hotel

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

1) The city of [redacted] does not require a fee for smoking in rooms.2) All hotels are permited to offer smoking rooms.