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Mary Jo H

Wrong billing for room

2.0 of 5 bubblesReviewed 4 weeks ago
Everything was fine until they messed up on our bill. Charged too much on our debit card and a message was sent to guest relations Wednesday evening. They responded Thursday morning saying someone would contact us "shortly". So far nothing has been done and the charge is still pending on our debit card.
Trying to call the hotel and get someone on the phone has been frustrating.
Date of stay: October 2024
Trip type: Travelled with family
2.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Guest Services, Owner at The Royal Sonesta Boston, responded to this review
Responded 4 weeks ago
Dear Mary Jo,
Thank you for contacting us with your concern. We deeply apologize for the mistake in billing your account and the lack of follow-up you received. Depending on your bank, any pending charges may clear between 1 to 5 business days. However, we would like to encourage you to continue to reach out to us offline. We are deeply grateful for your patience and apologize for any stress this has caused. We genuinely hope to see you again for a seamless visit.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 11 September 2024

I have been a Royal Sonesta loyalty member for many years. They have lost the plot. Check in has been a weak point for a while but now it’s catastrophic. I arrived off a trans-Atlantic flight at 6 pm to check in. There was a big line with no explanation. After a while, someone said that no new check-ins could be accepted because of an IT issue. So I went to dinner and returned three hours later to be told that I could check in but the room wasn’t ready, at 10.15pm!! It’s now 11pm and no one has updated me. And not one ounce of apology. Avoid at all costs. I have two team members checking in tomorrow and can only hope they are not subject to this utter disrespect. This is no longer a hotel by any reasonable criteria.

Room tip: This hotel has lost the plot. They think more about themselves than about their guests. Seriously bad.
Date of stay: September 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
Thank Voyage712341
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Guest Services / Front Office at The Royal Sonesta Boston, responded to this reviewResponded 12 September 2024

Voyage712341, thank you for sharing your feedback. We truly apologize that you had a poor arrival. We went through a Property Management System integration to a cloud based system. Regardless of how organized and prepared you are, this was a big undertaking that did compromise our service that day. We look forward to having another opportunity to provide a better experience next time as I know that this was an isolated situation..

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Reviewed 8 September 2024

Stunning hotel ruined by the filthy pool area (mold, ants, dirt, hair) and front desk staff who couldn’t care less “that’s housekeeping problem”. Rude, passive aggressive staff. Stayed for 5 nights, and the area was not cleaned once.

Stay well away!!

Date of stay: August 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank katiesY4468RP
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Guest Services / Front Office at The Royal Sonesta Boston, responded to this reviewResponded 9 September 2024

Katie, it seems there were issues with the pool area and interactions with our team members that did not meet expectations. Cleanliness and helpfulness are priorities, and it is concerning to hear about your experience. Your feedback is appreciated, and the team will ensure improvements are made.

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Reviewed 26 August 2024

Stayed at the Sonesta in Boston , for one night. Upon arrival we checked in with Darwin Davis at the front desk, who was professional, courteous and knowledgeable. We had a few issues after check in that was handled with complete professionalism and understanding. We were very happy with the results of our issue. Kudos to Darwin!!! I will definitely be returning. And the restaurant on premise Monte Verdi was spectacular in every way from service to food!

Date of stay: August 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank cathy w
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Guest Services / Front Office at The Royal Sonesta Boston, responded to this reviewResponded 26 August 2024

cathywY8201IS, it's wonderful to hear you had a great experience at Royal Sonesta Boston. Darwin is indeed a valuable member of our team, and we're delighted he was able to assist you effectively. We're also pleased you enjoyed dining at Monte Verdi. We look forward to welcoming you back for another enjoyable stay!

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Reviewed 1 July 2024

Stayed in one of the imnan suites on a work trip. It was interesting, on the ones hand lots of space, on the other hand it was a fold out bed basically w no lights by the bed. It's more of a conference room than a place to sleep. Great views of the Charles. Not the closest to anything centrally Cambridge-related by for my purposes and office location, it was fine.

Date of stay: June 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Bryant R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Guest Services / Front Office at The Royal Sonesta Boston, responded to this reviewResponded 2 July 2024

424bryantr, thank you for sharing your experience. It is wonderful that you appreciated the spaciousness of the Inman suite and enjoyed the scenic views of the Charles River. The layout and light sources in the suite will be reviewed to ensure a more comfortable stay. We're glad the location suited your work trip needs and hope to have the pleasure of welcoming you back to Royal Sonesta Boston soon.

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Reviewed 17 June 2024

The location was great - right next to the Charles River with paths and a green space between the hotel and the river bank. The hotel was clean and well managed. While the parking was listed at an outrageous $40/night (luckily no valet costing an extra tip), we had no problem getting free parting along the road on the river side of the hotel. (Note to get this you have to go to the hotels back entrance in the river side.)

Disliked · We booked a river-view room but were given a "partial river-view" room! It would be nice to receive what we booked. I reported it to the desk on departure but no attempt at any compensation was made by the desk agent.
While it is not the fault of the hotel, I am floored by the $71-78 additional taxes and fees per night.
The bed was too soft leading to quite a kink lying on ones back or side.

Date of stay: April 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Gibberellin
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Guest Services / Front Office at The Royal Sonesta Boston, responded to this reviewResponded 18 June 2024

Gibberellin,

Thank you for your thoughtful review. The team is delighted that you enjoyed the location and cleanliness of the Royal Sonesta Boston. It is excellent that you found convenient parking nearby.

We regret that the room view did not fully meet your expectations and that the bed comfort was not to your preference. Also, we understand your concerns regarding additional taxes and fees.

We're looking forward to welcoming you back for a more seamless experience.

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