Does Sonesta Simply Suites provide any warranty regarding any service level from the call center?

According to the 2025 Franchise Disclosure Document, Sonesta Simply Suites makes no warranties regarding the service level from its call center. Specifically, Sonesta Simply Suites does not guarantee the availability of the services for any minimum time period or that a minimum number of agents will be available at the call center at any given time.

This means that as a franchisee, you cannot hold Sonesta Simply Suites liable if the call center services are interrupted or do not meet your expectations in terms of agent availability or response times. This lack of warranty is a significant risk factor for franchisees who rely on the call center for reservation bookings and customer service.

Sonesta Simply Suites also disclaims any responsibility for the volume of reservations or revenue generated through the call center services. The company explicitly states that it offers no guarantee that your reservations or revenue will increase as a result of using the services. This shifts the risk entirely to the franchisee, who must bear the consequences if the call center fails to perform as expected. Franchisees also waive claims against Sonesta Simply Suites, its affiliates, or their officers, directors, or agents arising from the services, unless due to willful misconduct.

This type of disclaimer is relatively common in franchise agreements, as franchisors often seek to limit their liability for services provided through third-party vendors. However, prospective Sonesta Simply Suites franchisees should carefully consider the implications of this lack of warranty and conduct their own due diligence to assess the reliability and effectiveness of the call center services.