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I am filing a formal complaint regarding the wrongful eviction and unprofessional treatment my family and I experienced at Sonesta ES Suites Cincinnati - Sharonville West. After staying for months and paying daily, we booked through a third-party service for a lower rate. On February 21, we checked in, received pre-made keys without issue, and were not informed of any problems. The next morning (February 22), we repeated the process, again receiving pre-made keys with no concerns raised. Two hours later, staff pounded on our door, falsely claiming we had not paid for two days. Despite showing confirmation emails as proof of payment, they insisted we leave. Initially, we were given three hours to vacate, but less than 30 minutes later, another employee yelled at us for 20 minutes, falsely accused us of taking advantage of the hotel, and threatened to call the police if we didn’t leave in 40 minutes—even though we remained calm and compliant.
Key Questions & Concerns:
Why did the hotel provide pre-made keys if we had not paid?
Why were no concerns raised at check-in or the morning of our second booking?
Why did staff ignore our proof of payment and instead escalate harassment?
Why were we treated with hostility and false accusations after months of being paying customers with no issues?
Desired Resolution:
Formal apology for wrongful eviction and harassment.
Full refund for the prepaid nights we were forced to leave.
Policy review to prevent future mistreatment of guests.
We were long-term, paying customers with no history of issues. This treatment was unjust, unprofessional, and distressing. I expect Sonesta ES Suites to take this complaint seriously and address these concerns appropriately
Recommendation: Stay away
