2/10 – Ungenügend
Sheena
Mit dem Partner gereist
18. Feb. 2025
Gut: Sauberkeit
Verbesserungswürdig: Personal & Service und Zustand der Unterkunft
Subject: Concerns regarding night staff behavior and management response
Dear Sonesta Corporate Team,
I am writing to bring to your attention a concerning experience I had during my recent stay at one of your hotels. While I have been a satisfied customer of Sonesta in the past, the behavior of the night staff and the management's response to my concerns have left me feeling uncomfortable, unsafe, and disappointed.
, my sister-in-law and I were sitting in the lounge area near the lobby when the night staff member approached us. He asked us for our room number, making a comment that there's no sleeping in the lounge area. He also stated that we shouldn't be in that area that late, which made us feel unwelcome and singled out. What was even more concerning was that he didn't address any other hotel patrons in the same manner.
I felt that this behavior was unacceptable and decided to speak to the manager the next morning. Unfortunately, the manager's response was dismissive and lacking concern. He stated, "I heard your story, I'll talk to him," without offering any apology, explanation, or reassurance that my concerns would be taken seriously.
As a customer, I expect to feel safe and respected during my stay at any hotel. The behavior of the night staff and the management's response to my concerns have fallen short of these expectations. I hope that you will take my complaint seriously and take necessary steps to address the issues I've raised.
I would appreciate