Sonesta International Hotels Inc.

I disagree with the hotel's assessmentI know my door was completely closed and that the man that entered my room was able to enter because of his key and not due to the fact that he could push on an unlocked doorPerhaps your computer system is faulty, but again I know for a fact my door was closed completelyIf seems as if the Sonesta hotel does not want to admit fault and that is VERY concerningThe doors should shut completely when released and the Sonesta is saying that did not happen then why would that be the case? Again, that would be a fault of the hotel, but again I know my door was closed completely. Also, if the Sonesta is saying that your guest in *** tried to access my room with his key what conversation was had with that guest. I want to hear from that guest as to why he tried to access room and when his key didn’t work "supposedly" why he tried to access the room anywayI am 100% confident that the guest will have a different story as most people do not try to access a room when their key does not workThere was a strange man in my room at 1:37am in the morning and instead of understanding how awful that was for me and being honest, the Sonesta is trying to figure out a way to make sure they are not at faultIt would be MUCH more probable that your hotel made a huge mistake as opposed to the story you are tellingI want the Sonesta to admit that you are at fault, NOT me based on the ridiculous story that on this specific night the door didn’t shut like it had been all week long and that just happen to be the day a random guest pushes his way into my room.
Regards,
Stephanie ***

I am writing to you in regards to the complaint that was registered on August 27, 2015 (ID [redacted]) regarding the problems that Ms. [redacted] encountered during her stay at our hotel. The Sonesta Hotel [redacted] takes the safety and security of our guests very seriously and makes...

this a priority every day. After Ms. [redacted] reported that a guest had entered her room in the middle of the night it was investigated. While 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 ([redacted]). 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 8/20-8/21 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 [redacted], used their key to try to open the door. The key did not unlock the door but it shows that the door was closed at 1:37am. From 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 occurred. There is no indication that a key was incorrectly made by the front desk that would have allowed access to the room. The 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 stay. We want to regain her confidence in our hotel.

Good Morning, The complaint attached is for the [redacted] in Andover, MA. After receiving the complaint from the guest we had refunded the money paid for their stay through Priceline and also gave them 5,000 points so that they can stay for 2 nights at our resort in Hilton...

Head. Please let me know if you need additional information as a response to the complaint. Sincerely, [redacted]General Manager[redacted] AndoverT: [redacted]C: [redacted].com

Dear Sirs, After conducting an internal investigation on the matter, our findings dictate that the our sales manager initial connection with the client, Ms. [redacted], was on September 15th at which time Ms. [redacted] shared some frustration on the departure of the original employee with whom...

she was working with.   At this time, our sales manager made every attempt to ease Ms. [redacted]’s concern and expedited a proposal then a contract, upon the client’s request.  The client also requested a booking link to be sent to her within the hour.  And to generate this link can take up to 24 hours.  Nonetheless, we made every effort to grant the client’s request and we were able to meet the client’s request within a few hours.    Currently, Ms. [redacted] and Sonesta Hotel hold a countersigned agreement and the reservation link is operable and available to Ms. [redacted]’s guests.  In addition, in reviewing the email correspondence between Ms. [redacted] and our sales manager, we did not find any proof that we as a hotel did not respond to any of Ms. [redacted]’s inquiries.  Instead, we found that we responded to her needs in a timely fashion and ultimately created a partnership with Ms. [redacted].    Our goal is provide an excellent and memorable experience to Ms. [redacted] and her guests during her stay with us. We apologize for any inconvenience caused and look forward to resolving this matter. Please let us know if we can further assist. We can be reached directly at [redacted]. Thank you, Sonesta [redacted] HotelManagement

May I please have more information regarding what hotel this is referencing. We do not have properties in New York but have several properties in New Jersey.