Sonder USA
Reviews and Complaints

Booked a stay in July for a visit on October 7th to the 9th. Less than a week before the stay, they sent a confirmation showing a different property. When I called, the customer service person said there had been termite issues and I was free to cancel. A few days later they sent me a confirmation for a third location n a different, sketchy neighborhood. There was no notice or explanation or guarantee it wouldnt happen again. When I called again, the customer service person said the second location was fully booked, which made no sense because they had selected that location two days before. Once again they said I was free to cancel, so I cancelled. Forced to get two hotel rooms four days before my stay for hundreds of dollars more than my already expensive sonder booking. No follow up from sonder.

The company was dishonest and difficult when there was an issue with the unit. When we arrived the a/c was not working - windows were open so they clearly knew. We reported the issue and they repeatedly told us a technician was on his way, and then repeatedly told us he had been called off to another problem. After 24 hours of this nonsense they finally said that they had in fact already tried to fix the problem but could not and would not be able to until after our stay. At my request they dropped off fans for my staff who were very hot. If they had just been honest to begin with and tried to assist it would have been fine but instead they lied and made the whole thing stressful. I requested a refund and got a ridiculously low ball offer. Then a slightly higher one. Then they stopped talking to me and just processed their idea of a refund. Never again.

FIRE HAZARD! This place is HORRIBLE! Avoid at ALL costs! I put myself and my other 5 family members in danger by staying here. On the first night of my 7 night stay the lights started flickering and smoke started coming from the power outlet located on the floor. I instantly turned off the power for half the apartment and tries to see what was wrong. The power outlet was FULL of dirty water. Probably months old. Literally half a gallon of water inside the power outlet.(I have pictures) I honestly dont know how it didnt catch on fire I stayed the remaining 6 days and nights without power in HALF the apartment. I was embarrassed for putting my family in such a dangerous situation. Waiting on my refund! 6 nights without charging my computer, phone , ipad, at the apartment. And I was scared it would randomly catch fire at night with my whole family inside the 10th floorAVOID this place

We were very excited to stay with Sonder hotels for my birthday on December 31. After our dinner, we arrived at the property and called to check in. We were informed that our reservation was canceled at 11:45 pm. We thought it was a mistake, but the rep then said, "Sorry, your reservation is only for two nights, and we have a three-night minimum, so we have to cancel, or you must book another night."

We couldn't book another night because of work obligations, and nowhere on the website did it say that was a requirement. The website allowed us to book two nights. We were distraught with nowhere to go. We went back and forth with the representative, but she was unbending and uncompromising. She said, "Sorry, this is a brand new rule, and we don't have to tell you. So I'm canceling your reservation, or you're booking another night. There are no other options."

We can go into semantics all night, but I'm sure not. Needless to say, I was in tears. My significant other and I had nowhere to go. My birthday was ruined.

SCAM. I used to be a loyal customer of Sonder back in [protected]. Sonder was wonderful for me up until this year. I booked a place worth over $1,300 in September and was told that if I canceled or changed my stay, I would get a full refund as long as I canceled it within 3 days of the trip.

In March 2022, I realized that my prior timeline no longer worked for me, so I called to cancel and get a refund. I was told on two phone calls that I could not get my money back. I sent an email with the same inquiry and received a response that the trip had been canceled and I was 100% eligible for a refund, with the funds returned to my account.

However, it is now April 4, and I have not received a refund of any kind. When I called to confirm that the refund process was indeed in place, I was told that I could not receive the refund at all. This went on several times, and as a result, the $1,300 that I was supposedly refunded has simply disappeared and is not available to me. Absolutely a scam of a company. Avoid at all costs. Would give 0 stars if I could.

I will also be reporting my experience on ComplaintsBoard.com.

HORRIBLE HORRIBLE HORRIBLE Company. I only wish I could rewind time and have read these reviews before I booked a stay with Sonder. This company is a poor excuse of a company and should be shut down indefinitely. They lack professionalism, and their customer service is incredibly horrible.

I came down with Covid-19 before my stay and was within the cancellation policy. I even paid extra for the insurance to cancel beforehand in the event an unexpected illness or anything happened before my trip. For one to have been swindled out of their money, especially when paying for cancellation insurance within the policy, is disheartening. This company should be SHUT DOWN for taking advantage of its customers, especially during COVID-19, when unforeseen circumstances are likely to occur.

They are not accommodating due to illness and do not adhere to their own cancellation policy. I canceled within the time frame and even had screenshots of the hotel telling me they would refund the amount to the original form of payment, but instead, I was awarded Sonder credits. I would not recommend this poor company to anyone. I will gladly stay away from them. I'm unfortunately out of money after going around and around with "managers" for weeks now.

I came to az from pa and was visiting family. I currently live in pa but still have a az license because my mom still stays in the same house I grew up in. I suspect this is why they canceled based on the little bit of googling Ive done. I was in a Sonder and tried to extend because my grandfather ended up passing away while I was in town and they couldnt accommodate because the location was booked so their own representative told me I could book at another location in the city. So I did that. They confirmed Im thinking I wont have to worry about having somewhere to stay while I grieve my grandfather and support my family for a few more weeks. They ended up canceling my reservation 2 days before on a weekend with no real explanation. So now Im searching for a new place to stay while they are holding 3000$ of my money which cant be used to book somewhere else Due to the hold. Wont be using Sonder ever again. i feel they could have reached out and spoke to me if theyhad any concerns but not one call. i called and the rep still couldnt help explain a thing to me and told me i would receive and email which was vague and still have not heard back from them 2 days later. At this point im happy to book somewhere else for the rest of ny time in az.

The apartment is in a prime location with the best views of the city and accessible to most attractions. I can't say enough good things about this place. However, the customer service of Sonder was HORRENDOUS. Our car was towed because of their incompetence and disorganized check-in process.

Firstly, we were instructed to get the garage tag from the front desk, who in turn told us that the Sonder staff is responsible for placing the garage tag in the apartment. Unfortunately, the garage tag was nowhere to be found. After our car was towed, I called for assistance, but the agent was very rude, blamed me for not following instructions, and denied accountability for their actions. How would I have been able to follow the instructions if the garage tag was non-existent in the first place?

She did not offer to help us locate where our car was towed and refused to reimburse the tow fee, even though it was obviously their mistake. Furthermore, it ruined our plan for the day and caused extreme inconvenience for me and my family's vacation. Having said that, I can honestly say that Sonder's team is unprofessional and inconsiderate to their clients. Let this be a warning to both potential renters and Sonder management.

HORRIBLE CUSTOMER SERVICE, DO NOT BOOK WITH SONDER! If I could give a lower rating than '1' I would have! I booked a former hotel that I have stayed at many times before. I saw that Sonder bought them, so I booked for 2 nights in June in Laguna Beach. After booking, I called back to request a certain room (what a mistake). After 40 minutes on the phone, the agent said he successfully "changed" my reservation. I repeatedly said I wasn't "changing" anything, just requesting a certain room. Lo and behold, he moved me from Laguna to the LA location, 2 hours away!

I was at the front desk in Laguna, and they wouldn't help me. They directed me to call the customer service number. An agent came on, and I was explaining what happened. She put me on hold, and after an hour, I just had to hang up! I knew there were rooms available, but because of how they set up the check-in process, the front desk couldn't help me. They didn't care that I didn't have a place to stay! What a stupid business plan to not even be able to check someone in when you are standing right in front of them! THEN THEY HAD THE AUDACITY TO CHARGE MY CREDIT CARD.

I called back today, and after explaining everything 3 times, he put me on hold and never came back. I will dispute my credit card, but I'M WARNING EVERYONE I KNOW NOT TO BOOK THROUGH THEM.

I will also be reporting my experience on ComplaintsBoard.com.

I travel for work and stay in hotels about 75% of my time for a few years now. I've had some really bumpy stays along the way, for sure. But things are either not that bad (life on the road isn't glamourous!) you have to expect some issues with cleanliness, noise, amenity/restaurant closures, less than amazing customer service, etc. But this experience with Sonder, wow, never before. So here it is, my first review ever and it is about Sonder. The idea is that if you stay in a place longer, that having an apartment versus a small hotel room would be better, and I agree that is a good idea. But you really do sacrifice all of the services, especially the customer service that any decent hotel would provide. The apartment itself was basic but dirty, mold in the showers and tubs, hair in the vanity (so gross lol), and grimy coffee cups stuck to the kitchen cabinets. *** was an absolute nightmare. Its all app based which is great from a convenience point of view, or so I thought. They act like they want to help, but every answer is no. Room dirty, need an extra cleaning just ask on the app answer = no. Need a bit later of a check out, just ask on the app answer = no. And FYI, the actual worst part is their 'extra' fees which are insane. Again, I travel 75% of the time and have never had fees like this added on, mind blowing fees just to make money. Also, you can't work with the same rep or ever talk to anyone in charge in hopes of resolving a concern. Learned a *** here about how dreadful staying with Sonder is and all I can say to you is please stay anywhere else, trust me, there should be a Marriott, Hyatt etc close by! Yikes!

They happily give you a reservation only to charge your credit card as soon as the booking is done. Then, they force you to provide ID that is way above and beyond any other hotel company such as a driver's license or passport, then that's not enough! They then ask you to provide a picture of yourself so that they can send this to their biometrics analysts to verify the ID.That was enough for me, there is no way I was sending biometric data, so I tried to call. No toll-free number available. I then emailed them saying to cancel the reservation because there were already pending charges on my credit card. They send me a baloney propaganda email saying they need this for security. What a crock. But they never cancelled the booking, even though that's what I specifically asked for. Had to send another email in no uncertain terms, for them only to finally cancel the booking and tell me I will get a refund in 7 to 10 days.Amazing, now I have to pay my credit card a balance of *** because I if I don't, I will pay interest on the charges because the refund will be only be on the next credit card billing cycle.All that for a booking the never was actually confirmed because I never provided the biometrics info. An administrative nightmare trying to recover the fraudulent charges and I'm still not sure they will refund, Now I have to call the Credit card company to avoid paying for charges I never should have had in the first place. Why they decided to charge my card when it was never a confirmed booking is beyond me. They must be doing this to inflate their sales figures.Avoid like covid-19. All other hotels only charge at check-in, not at the booking like these crooks do. Found another hotel better and for less price at the Hilton.

I booked a 10-night stay at the Sonder for the 3-bedroom unit. We were very excited to stay at a Sonder again, having stayed at two previously that were absolutely amazing before the Covid pandemic. We paid a fee to check in one hour early with little problem, but when we opened the door to our unit, we noticed it smelled horribly of cigarettes, even though there was a no smoking sign on the wall. The apartment looked nothing like the photos on the website; it was completely dirty and run down! The walls were dented and had stains, the doors had dirty handprints and stains, the carpet looked like it was never cleaned, and the bathtubs had mold and mildew, with caulking and grout peeling away from the tile.

We went to look at the pools and were informed by maintenance that they were broken and had no idea when they would be fixed. I made my first call to Sonder at approximately 4 p.m., and they had nowhere to put us and didn't care about our situation. My wife called about 15 minutes later and said we were leaving and checking into a Marriott on the other side of town. Sonder didn't care; the man said he would cancel our reservation and we would receive an email in hours. We didn't hear back in 48 hours, so we made another phone call to Sonder and got more excuses. Sonder claimed we were still at the apartment because the code on the door was used, but my wife had emails from them stating it was maintenance performing fire alarm testing.

We spent hours on the phone with them. I do have an email saying that they are crediting me back my money. I have disputed the charges with my credit card and plan to report them as fraud on ComplaintsBoard.com.

Before the pandemic, they were amazing. I rented a beautiful apartment in Covent Garden and in the Museum house. I am now terrified to ever rent an apartment from anyone after what they put us through!

On June 17, we checked into our Sonder Airbnb. We were very excited to stay in ***! It was our first time and we were there visiting family. When we got to the building and I walked upstairs, I found that our room was unlocked. This was alarming but I did see the cleaning crew still on the floor so I thought maybe they had just finished. I walked inside and found that everything was clean. There was supposed to be a parking sticker for the parking garage across the street. There was no sticker- red flag #1. After my boyfriend unloaded our luggage (hes the one that booked the room) and got upstairs, he immediately noticed that the room wasnt right. The room we booked & paid for, was very well decorated with light colors and a king size bed. Sonders website advertises the room as ***, Superior Studio Apartment.The room that we were assigned on June 17th was NOT the same. It was dark, drabby, and only offered a FULL SIZE bed. Remember- we booked a room that offered a KING SIZE bed. Promptly, I called Sonder. The customer service rep was polite and apologized. She was the only decent thing about the entire experience. After spending 2 hours on the phone with the rep, she admitted that Sonder was in the wrong. She told me that they KNEW they were giving us a different room. They knew it and never said a word to us. That is horrific customer service! I was completely appalled. After admitting several times that they were at fault, she then proceeded to tell me that we would get a full refund. I asked her to confirm this twice. She said the refund would come from Airbnb since thats who we booked through. Unfortunately, I did not get the reps name. In hindsight, I should have done this. Because now, after several messages and phone calls with Airbnb, they said they wont be refunding. And Sonder is saying the same thing.HOW ABSURD! They stole our money after admitting their own mistakes and ruining our vacation.Do not book with Sonder!

In theory the idea of a company like Sonder is awesome. The actual execution of the company not so much. I booked a stay through Sonder recently because the room was a great price and the pictures of the property were beautiful. When we arrive at our property the access code to our room did not work. We arrived at the property around 7:30 pm. It took us a little bit to find the property and figure out how to access the building as the Sonder was in a residential apartment complex. The way the Sonder handles everything is completely virtual therefore there is not a concierge on site. We started a chat trying to figure out why our code did not work and did not hear from someone until 30 minutes later. We went down the street to a fast food restaurant because my baby had gotten sick on the way there and we needed to clean him up. The person on the phone gave us a code we already had and then had to call someone to try and get another code or see if there was a fob that could get us in our room on site. She gave us a code try to and said she would call us back in about 30 to 45 minutes to see if that code worked. 9pm we arrive back to the hotel and the new code does not work. I attempt to chat again because the person has not called me back yet and Sonder doesn't have a number to call and speak to someone directly. We wait around another 30 to 45 minutes and decide because its coming up on 10-10:30 at night to find another room. I had a baby with him who was sick. I reached out to Sonder the next day to request a refund. I will say they did *** me the refund but I had to speak to about 6 different people to get it and explain the story brand new every time. I was also asked questions like are you at the property now? The next day when I explain we had to give up trying to get in our room because it was so late multiple times. Why didn't you stay at the property longer to see if the code worked? How long should we have stay at the property with 2 kids trying to get into a room? I would not recommend this company at all. I am satisfied they finally gave me a refund. It hasn't cleared my bank yet but I do have proof they said they would issue one.

This was one of the worst experiences I have had with any company EVER! I booked a two night stay at one of the properties in * which was nonrefundable. I received an email two days later saying that after further review my reservation had been cancelled and the decision was final. I called customer service to see what was going on. The woman said that she could not provide any details and there was no manager that I could speak with. When I pressed her, she said it looked as though it was due to repair and maintenance issues at the location. Fine, that makes sense. I went ahead and booked another Sonder property in *. However, I noticed that the original room was reposted on all major booking websites at an increased price the very next day! This clearly rubbed me the wrong way. Were they just looking to get more money for the room? A few days before my stay, I called customer service again to make sure everything was ok for the new location I booked, because I was feeling unsettled about this company. This time I was told that my original booking was actually cancelled because they thought I was planning on having a party there. I have NO idea where they came up with that notion. I am a 40 year old mother of 3 children who was finally able to get two nights away from the kids after being quarantined with them all at home for over a year. I had planned some adult time in the city-dinner, shopping, and a show. I asked to speak with a Manager and again was told that was not possible, the decision was final, and I was being left again without a place to stay just days before my trip. After sending follow-up emails I was told that they had to abide by their policies and procedures and there were no exceptions; yet still no one would tell me what policy I was breaking. I am the ideal tenant that any business should want, so I have to think there is something else shady going on here. After asking to speak with a Manager yet again I was told flat out NO. Then they had the audacity to tell me that by booking ban would be lifted the week after my planned trip and they look forward to having me stay in the future. WHAT? Their lack of transparency and shady actions really make me wonder what is really going on at this organization. This company should be shut down. If you are reading this, please think twice before booking. I have traveled the world and have never been treated so unprofessionally in my life.

The Sonder company appears to be uninterested in actually running hotels. I have coached many startup company founders, and Sonder appears to be a typical example of its founders having an ideain this case, a cross between a hotel and an AirBnBthat they want to sell to someone. They want to sell the idea, not an actual hotel or hotel chain. Their current hotels seem to be merely proofs of concept to attract a buyer of the idea. Sonder is maximizing its attractiveness to buyers, by maximizing profits by removing the hospitality from the hospitality industry. Their hotels fail to provide even the most fundamental characteristics that either a hotel or an AirBnB provides, such as the ability to reliably, smoothly, and quickly check in.I got no communication from Sonder after I made my reservation for the Sonder "hotel" in *** in ***, via the *** site and had a *** confirmation. I had no idea that the hotel has no front desk, indeed no staff on site except part time cleaners. I arrived at the front door to discover the door locked, with a keypad for entry. No instructions at the entrance. Not even a phone number. So I phoned the phone number on their web site, and had to listen to a long automated message before learning I should press 1 if I was trying to check in. 15 minutes passed before a human spoke to me. I gave him my *** confirmation number, because that was all I had. After an unreasonably long time, he found my reservation. Meanwhile my partner called *** and spoke to the marvelously helpful *** agent, who gave my partner the Sonder (vendor) confirmation number, which I told the Sonder person. After another unreasonablly long time, the Sonder person told me I had not paid a deposit nor the balance due, and had no credit card on file. And that was all the information he offered. No next steps. Apparently he thought his job was finished.After ***s agent talked to Sonder multiple times, eventually I got email from Sonder that linked to a form for me to enter my credit card information. This was now 45 minutes after we arrived at the hotel, so we were at the event we were attending that evening, not knowing if we had a place to spend the night. I interrupted my participation in the event to fill out the form, but then the Sonder web site showed a cryptic message about my details still being verified. I kept refreshing the page for a while. Eventually that message disappeared but still I had no check-in instructions. Then I realized the message on the site now was that my identity was being verified. After a while I figured out that the Sonder system had text messaged a phone number that was not mine. My guess is that it was ***s phone number, because I reserved via ***s site. I replied to Sonder email I had gotten (after ***'s multiple interventions), saying I still had no check-in instructions because of the wrong phone number. I got no reply after 30 minutes (but I did two days later!).So by email I asked ***s agent to call Sonder yet again. Again the agent succeeded (*** Travel is awesome), and two hours after we had arrived at the hotel, I had what Sonders email and web site claimed were the keypad codes for getting into the building and then into the room.Those keypad codes were wrong. Nonetheless, after multiple tries (in the dark cold outside), the door opened. We managed to get into our room, went to our next event, and returned to find the same inability to get into the building, until again after multiple tries the door opened. Later I figured out that the last two characters of the building keypad code that Sonder gave me were unnecessary and indeed not allowed. The only reason we got entrance was because sporadically my delay between keystrokes was long enough for the system to conclude I had finished entering all the characters, before I got around to pressing the last two. The Sonder email reply that I got two days later obviously had minimal human input, because it said "I see that you already checked out. How's your stay so far?"Sonder's web site and text messaging claim that they are experiencing higher than normal volumes. But they have shown that message continuously for two days, so obviously this is not an exception, this is their standard operating procedure. It is totally unacceptable in the absence of any in-person staff, and in the absence of even the most rudimentary, standard procedures to support reservations and check-ins. There is no reason to stay in any Sonder property.

I had a reservation at a Sonders property from December 12th - December 16th that totaled USD $656.89. On the morning of December 12th, one of the members of my reservation woke up with no sense of smell. As this is a symptom of COVID-19, we instructed them to get tested. Unfortunately, the result of the COVID-19 test was positive.

Since all members of the reservation were now exposed to COVID-19, we decided to cancel our reservation with Sonder to protect the health and safety of others. We followed the government guidelines regarding COVID-19.

We reached out to the Sonder customer service team to inquire if there was any way we could receive a refund for the stay due to the nature of the situation, but we were denied. We then requested a credit to use at one of their locations in the future due to the fact that we had to cancel because of a medical emergency, and we were also denied the credit. The whole time we were inquiring about a refund or credit, we were bounced around to multiple customer service agents who replied with the same copy and pasted or scripted response over and over again. They were avoiding our questions and constantly repeating themselves.

We are now requesting a refund of $656.89 due to the fact that we had to cancel our reservation due to a medical emergency and wanting to follow the government guidelines for COVID-19. We could have been selfish and still attended our reservation, infecting multiple people during it. However, we care about other humans, unlike Sonder.

We will also be reporting our experience on ComplaintsBoard.com.

I booked a Sonder unit two weeks ago. Sonder did not deliver on the services that were outlined in the unit posting. Many of our kitchen appliances did not work properly (including the stove), the outlets in the kitchen did not work, there was a dirty towel in the master bathroom cabinet, the showerhead was filthy, the *** was not set up, and we did not have hot water. For the hot water issue, the customer service agent told us we needed to let the water warm up for *** minutes. However, this could not be true because the shower was cold across four back-to-back showers (mid-morning). They then told me there was just a general issue with the hot water in the morning. We also ran the kitchen sink to see if we could get hot water with no luck. A maintenance person came over later in the day; by that time, the water had started to warm up. I also reached out about the *** because we were prompted for a login when we turned it on. Although Sonder claims to offer 24/7 support, they could not send someone until the morning (our checkout). The unit did not deliver what we paid for on multiple levels. We did not have the apartment-style stay due to the outlined issues. It was very hard to communicate with customer service because their app is buggy; sometimes my conversations would restart with a new representative or not show me a new message. *** has failed to follow through on their promise to speak with me about my experience. I was promised this after calling the morning after our checkout and completing a survey a few days later. It has now been two weeks.

Sonder is a long and short term rental company. Their intentional lack of cleaning units between stays is dirty, certainly, but perhaps not illegal. However, there was a squatter living in the unit we rented when my friends and I arrived to the Sonder location in ***, . The squatter wasn't physically there when we checked in so we just thought the unit wasn't cleaned prior to our arrival, but there were bizarre signs of a person living there (dirty underwear, takeout food containers, etc). And then at 1 AM the next morning (really, later that same day - June 18) the squatter returned. He was a shirtless African American man with tattoos on his face. We were mortified, and had he been armed who knows how the situation would have ended. We thought we were getting broken into and robbed - it was actually quite traumatic as we were half asleep and unsure of what was happening. Fortunately he just collected his belongings and left. The intentional abandonment of these properties as a money-saving strategy by Sonder staff and their cleaning personnel transgresses into a public safety issue. Having property they rent for both short and long term with no accountability of resident safety is a serious issue, and their attempt to save money on cleaning fees is actually a dangerous and unethical operation, and not just for guests of Sonder but also for the surrounding neighborhoods as they will attract squatters, homeless, and the like. Perhaps *** and other cities might protest their purchase of additional properties if they knew that these locations are magnets for squatters and illicit activity.

My family (my husband, two daughters, my parents and me) stayed at a Sonder property in *** from July ***, 2022. Two weeks after checking out, on July 25, 2022 I received an email from Sonder saying:I am reaching out today to let you know that it has been brought to our attention that the side table has been broken following your stay with us.This unfortunately means we will be holding USD $51.56 from your security deposit to cover the costs of replacing it.If you have any questions, please don't hesitate to ask, but be aware that this decision is final.We didn't pay a security deposit but instead they charged our credit card. I called them and told them we didn't break a table and that we weren't going to pay for something that we didn't break and more than anything it made me nervous that they had our credit card and could continue to charge us for things that we didn't break. I was again told the decision was final. I emailed and reiterated that we didn't break the table and that if we did we certainly would have told them and paid for it. I haven't heard back from them. I now see that Sonder has dozens of complaints against them. This is my first experience staying with them and it has been the most insane customer service I've ever experienced (we will clearly never stay at another Sonder after being told we're liars for disputing something we didn't do!) and I wonder if this is a common practice of theirs to charge customers for something that never happened. As a result, I'm filing this complaint--the money isn't that much but it's the principle of it. Thank you!

I was greatly inconvenienced today. I booked a hotel with *** place in *** and today I was supposed to check in at 4 PM. I attempted to check in and I wasnt able to. Firstly, I never got it. Initial checking email to allow me to do the registration to get checked in and after calling them around 4 PM today on December 26. Ive been on the phone with them for three hours to four hours. I talked to three different representatives, and somehow there was a situation with the checking sites. I kept getting error messages and I was not able to check in. I tried all sorts of different things from using multiple devices to use in multiple different browsers, but still nothing was happening. At around 8 PM or past 8 PM, I was told by representative that they couldnt do anything else for me and I will just have to cancel the reservation. Although I was gonna get a full refund back because this is the fault of Sonder house and technical difficulties with their websites, this is highly highly unacceptable. I wasted four hours of my day today on the phone with representatives from Sonder, and at the end of it I have to make alternative accommodations which lead to *** cost because its so last-minute. I am looking for someone from headquarters to call me and explain how they could make this right because this is unacceptable. I have to pay extra cost now because of the inconvenience of a last-minute booking for the same day. I am looking for someone to call me and explain how this happened, as well as explain to me how we can resolve the situation of how I am paying extra costs when I couldnt check into my hotel that I booked weeks and weeks ago what Sonder.

I paid 1 ***, June 26th 2022. Booking through the website booking.com. Given the information that it was possible to receive a refund upon cancellation. I canceled my stay but did not receive a refund. I phoned them a few days later in June. To request refund, they stated it was non refundable even though I showed them emailed proof that they advertised that I would be able to get a refund. They refused to give me the refund, "according to their policy" and I had to get to put in a request to give me the room back. It took 4 days to resolve this. When I arrive to the stay it had a very humid environment. It was not as advertised. ***, I noticed flies coming from the shower drain, from Friday killed one, then more kept coming back. Saturday I wake up at 1 am to water dripping from ceiling. And water all over the walls. It took them 3+ hours to move me to another room. It took me arguing for hours to receive a refund from Sonder finally after arguing for hours they refund me 400$ only. I wanted a full refund, due to hygiene issue with flies and the terrible customer service and resolution to the water issue, for the night. Sonder allowed me to stay an hour and a half past check informed me the same day as check out because the situation was resolved around 5am. I was then charged 150$ more after the being up all night following plumbing issue. They are refusing to give me a full refund. I am NOT happy because I was forced to stay in a hotel paying inflated price and receiving terrible service and plumbing issues. The way they are going bing me the run around and can't tell me why I was charged extra money, and refusing my request for full refund and my entire experience with sonder I believe that the advertisement and my experience with the stay was fraudulent.

To begin with,Imagine booking the trip of a life time, thats actually going to change you life. Well I thought the same until I made it to the trip.So I booked a room through booking.com at the *** owned and operated by sonders in *** downtown off of 401 ***.My room was booked more than two weeks in advanced due to planning wanting to be financially set for the biggest weekend of my life.We arrive to *** around 1pm from a flight from ***, this is both of our first times being in the city so everything was prepared and handled well before our arrival. Soon as we get off our flight we get our rental and stop to get Sadly, that when the turmoil started, at exactly 4:49pm I received a call and email from booking stating my booked stay was canceled, first it was stated that it was canceled due to no open vacancies, then as I reached out to sonders, I was told it was due to a leak in our specific room. Luckily I was able to make it to the location before the front office closed. *** and *** were phenomenal on trying to get us in a room due to them understanding our predicament put on us by Sonder.We finally get in the room at 9:45 pm after trying to get check in since 515pm, embarrassingly the private Chef I hired through cozymeals for 6pm stayed and waited two hours with us until we got in the room to be able to prepare our meal, like I stated in the begging everything was taken care of so I was financially secured before my arrival. So due to not getting into my room I had to pay the chef a 100 late fee and also compensated him for his trouble and understanding( more out of pockets already)So for us to get in our room a new reservation had to be started Sonder wanted FULL payment witch was *** cent. I explained to them I wouldnt be able to make full payment due to funds w

Day 1 : Arrived to a no front desk hotel, which is fine.. i understand the use of technology, however when we got to our assigned room the code didn't work, we had to call and wait on hold for *** minutes for them to reset code, we finally get in, and it's a handicap room, again, I understand.. but it was never communicated to us that i was a room for handicap people, then TV doesn't work. We call again... another *** minutes, we finally get assigned to a new room, now we have to grab all of our luggage and go to another room, which again, the code doesn't work, we have to wait yet another *** minutes for code to work. Finally we get a new code, and we're in. Day 2 : We leave morning to go do our thing, come back around 2:30 pm, to code not working AGAIN. I waited for 35 minutes, for them to try and figure out a new code. At this point all i can think of is our safety, what if someone was trying to follow us? What if it's an emergency and I can't get into my room that I paid for? Finally 40 mins later, someone comes and opens the door for us, and we get now a new code. Day 3 : I call to ask to speak to a manager, I am requesting a refund or some kind of "sorry for the inconvenience" perk... manager never calls, I never get any email as they told me I would.. I call again to request towels and coffee.. they arrived 2 hours later, we had to shower and use dirty towels because we had to be somewhere. As I was on the phone again, trying to speak to upper management, frustrated I say I am going to call and cancel with my credit card... she then tells me, management is not calling me back and I am now forever banned from their hotel.. for what? Calling to complain?... the only reason I called more than 6 times, was because of their issues, codes not working, and room not working properly.. again.. all their fault.

Due to the severe weather on 12/23/2022 our Alaska Airlines plane flight was cancelled because the *** airport was closed. I contacted both Air BNB and Sonder to request that due to the extenuating circumstances totally out of our control could be changed. We were able to reschedule our flight dates to 12/28/2022 to 1/4/2023. I asked Air BNB and Sonder just to move the dates of the prepaid reservations and I contacted them both on 12/23/2022. Since then I have called and texted both companies to get a response. I have been told by the customer service reps that the request has to be sent to a higher team. I have contacted both at least 4 times since the initial contact because no one followed up with me. Evidently, customer service reps cannot resolve this situation and management (if they actually received the request) would rather treat me like a ping pong ball bouncing me back and forth between the two companies. Both companies have on-going documentation of every phone call and every text, and I have their scripted responses indicating no action. No one will take responsibility to fix this. I am requesting a refund of $541.48 for the days I did not stay at Sonder ***. We are a retired couple on a limited income and had to save for our trip to visit our sons and grandson during the holidays. Weve had to finally charge another reservation with the updated days for the stay today because we could not receive a response from either Air BNB or Sonder and could not risk having no place to stay.. This is unacceptable. The lack of appropriate customer service is despicable. What kind of company wants the bad reputation of taking money and then ignoring the customer concerns? This situation is not that complex and our request is not unreasonable. No one could get around in *** during the storm! Please assist *** in obtaining a refund as well as an explanation concerning the irresponsible handling of this situation. Thank you.

Date of Transaction: Check in 9/15/22, Checkout 9/18/22 Amount Paid to business: $936.48, received partial refund of $221.39, and seeking a refund of the remaining amount of $715.09 Order Number: *** I rented a *** specifically for the two ***s, a queen *** and futon with a queen *** for me and my guest. Upon checking in, I was informed the futon was broken, and we received a broken, non-functional air *** as a replacement. In addition, the suite had NO functioning hot water. My guest and I were placed in another suite in the building and given a refund for that night. In the morning we were sent back to the non-functioning suite. For the remaining duration of our 3 night stay, our suite had NO HOT WATER. We were told a repairman would come that day, yet at 9:30 pm on the second night, we received a text that something came up and he would no longer be able to fix the hot water that night. We asked Sonder for alternate accommodation for the night seeing as it was too late to try and find a hotel room, and the agent we spoke to said they couldnt relocate us and that cold showers arent THAT bad. By law they are required to provide us access to hot water. They said they would send another repairman in the morning, yet on the third day at 7pm, we were told they wouldnt be fixing the hot water for our stay. After 3 days of failing to provide us hot water, their only solution for our last night was to give us a room (not a suite) with only one *** in a completely different building and area of the city, with no monetary compensation. There was a major concert in town and all the hotels were booked. We declined the relocation and instead asked for a full refund, but we were only given $50 of account credit for the plumbing issue. After 7 more days of contacting Sonder to reach a resolution, I received an email from management who promised to resolve the refund issue within 72 hours, yet I never heard from them again.

My code didn't work to enter my room and my phone key worked with very limited frequency.I informed Sonder of the issue and was told to go outside my room because someone was 'just downstairs' and they'd address the issue. Well I went to the hall outside my room and waited, and waited, and waited, sitting on the floor waiting for the staff member who was supposedly steps away. He finally (30+ min late) arrived and confirmed that my code wasn't working after entering my room without my permission. We were able to get into the room with the security staff, but that meant I was basically a prisoner in my room since whenever I wanted to leave I would need a staff member to open it if I wanted to get back into my room.That night, the staff member told me that they'd have someone else come in the morning to address my concerns and asked when they should arrive and I asked for 9AM. The next morning and I was getting ready to get my day started and again I waited, and waited. Finally the Sonder staff arrived at 9:30 and entered my room (he actually asked for permission, as one should). He proceeded to work on the issue until he realized that it wouldn't be fully resolved. At that point he offered me a fob to enter the building and my room.Throughout this time I was in touch with Sonder customer service via phone and chat. I was hung up on many times and overall did not have a good experience (See how I was lied to above about ETAs for staff).I was informed Sonder would look into the issue to see what they can do. After not hearing back for a couple of days I followed up. First the staff member informed met that my late checkout request was approved. They told me that they'd look into the security deposit and eventually shared that I was being charged $400 for a missing pillow that I didn't steal I asked to speak to a manager and then was told it would be at least 24 hours for my request to go through. It's been a week and a manager still hasn't contacted me.

I booked a stay at Sonder, the Monarch for 1/12/23/1/23. I paid $390.70. I woke up on 1/12/23 with COVID symptoms. Upon testing twice, both tests came back positive. I called the hotel to ask if I could move my dates. They said that COVID is not a permitted exception to their cancelation/reschedule policy but that they would file a report to escalate the issue. They said that I would receive a response in 24 hours, but they called me back about 20 minutes later to tell me that they could move our dates to 1/29/23-1/31/23. They said that, due to dynamic pricing (not due to ANYTHING other than dynamic pricing), that it would cost us an additional $200 for those dates. I was confused, as our original reservation was over a holiday weekend, and the new reservation would be a Sunday-Tuesday (less in-demand, I would assume). I asked them to escalate the issue again to see if they would honor our original price or offer a refund, as it would be irresponsible as a business to put a customer with a highly contagious illness in a position where they might still show up to the hotel in order to not lose money. I personally would NEVER do that, but I needed them to know that the business practices they are employing could put many people at risk of infection if they are not accommodating of people who have COVID. Out of curiosity, I went on their website to look at the pricing for the same room, a double queen, for 1/29/23-1/31/23. The price for two nights on those dates is $174 total. Not only were they going to charge me a higher going rate for rooms with a lower value for the new dates, but they also were going to add an additional $200 fee to the new dates because of "dynamic pricing" (their exact words). This is price gauging, it is unethical, and it is poor business practice. I am attaching a copy of my original reservation (1/12/23/1/23) and the prices I found for today for 1/29/23-1/31/23. Both documents are dated for when I was quoted these prices.

On November 15, 2022, I attempted to make a reservation with Sonder for ***, ***, for one week beginning 1/30/2022. Sonder sent me an email which provided the below info:Please complete your upcoming reservation.Your Sonder (I thinking everything after this is intentionally left blank)111 *** | 2BR Southtown, *** January 30, 2022 - February 06, *** to complete your reservation Providing your government-issued ID helps keep *** safe for all guests.Complete reservation [End of Sonder Email]When I went in to "complete my reservation," they asked for my credit card number (which I provided, of course), and a copy of my drivers license number (which I also provided and uploaded to them). This is when it gets really weird for me. They wanted to perform "facial recognition" in order to complete and finalize my reservation. Well, with everything going on in today's world, and with technology that can make it appear that you were somewhere that you were not (as an example), who want's an unknown company in ***, *** to have facial recognition software run of their face that can then be hacked or unintentionally or (dare I suggest), intentionally "stolen" (perhaps for a fee)? I'm not saying this is the case, but in our world, it's definitely a possibility.So needless to say, I did not (to use their own words in their email), "complete [my] reservation." So if a reservation is not completed, most reasonable people would think there is nothing to cancel. So I therefore, took no action in finalizing the reservation. I then rebooked another property for the week before and we had an enjoyable stay through Airbnb.I continued to get annoying emails from Sonder asking me to "complete [my reservation]. I called to get these emails turned off but they had a 2 hour wait time. Then on January 27, 2022, I was able to get through and told that my "reservation" was non-refundable. Beware of Sonder!

While working at Sonders in Gowanus, I found out that they had many Covid Positive Guest staying in their rooms and the rooms were cleaned as a regular cleanings instead of a room that housed a Covid Positive Guest who stayed for sometimes over 2 months. Before Sonder hired an HK Supervisor, I personally warned the housekeepers to protect themselves when cleaning these rooms and was NOT surprised to know that they were never aware of any positive covid cases in the hotel. It was just a regular routine cleaning for them. The reason I was NOT surprised is that I myself was not told. We all would find out when responding to Guest via various Sonder Applications. One Guest was asking to extend his stay because he showed the proof he was Covid Positive and his wishes were granted, but that info was not shared with Front Desk staff (Including myself). A staff member tested positive for Covid and was out for a few weeks. I worked elbow to elbow with this staff member for hours, How could the Management at this Sonder location not care about our Health and Safety, and not informed us (the employees) so we can get tested and then take proper measures to prevent spreading of covid. You see one day while looking for ketchup (in the Staff Room downstairs) I found a small pack of covid tests hidden slightly above the microwave. We all could've easily taken this test to ease our minds. Who hid that box there and why was no staff member at Sonder *** informed about the active covid cases in within the building besides The *** and Supervisor. I have a small child, you risked getting Me my Child, My whole family sick, Why? Keeping staff searching on Sonder applications to find out if Covid Cases are in house just to protect themselves is SAD. Sonder should have related that Serious, Important message. You did not even have the Respect to offer a test from the hidden box in the staff room, you rather us not test to avoid being understaffed, that's the impression I got.

On 12/14/22 I made a reservation through Airbnb to stay at a Sonder property in *** named *** for the nights of December ***, 2022. My reservation was under the name, ***, and reservation number was HMHWXA4WFK. On 12/19/22 at 11:49am, I received a text from Sonder stating I'm reaching out to you about your stay in ***. Due to emergency maintenance, we have no choice but to move you to a different location ***. It is an upgrade to a 2 bedroom.We're really sorry for this last-minute change. Please reach out to us if the location doesn't work for you, we're more than happy to cancel and refund you.I specifically made a reservation at *** due to the close proximity to my friends business location. It was easy for him to get to after work. I asked him if this change was okay and he said Well, the location will require a drive through famous *** traffic, but we will make it work. I drove 4 hours through the rain from *** to ***. I got to *** and parked. The garage elevator was broken. I had to walk 4 flights of stairs to #***. I opened the door, the vacuum was out, the place stunk of old, dirty mop water, the maid was cleaning the dirty dishes in the sink with 2 fingers and water and was putting the dishes up, the carpet was filthy and it was NOT what I rented. It was 6:20pm. I texted through the Sonder app and told them what I saw and that I was leaving, disgusted, upset and angry and I wanted to be fully refunded immediately.I drove 4 hours back to ***, in tears. I was in shock when I saw the place and what the maid was doing that I did not take pictures or video. I was so upset. I called Airbnb and their customer support rep told me You are wrong. You should have taken pictures. We dont believe you without any videos or pictures. Im 52 y/o. I dont snap pictures like younger people do. I wanted a 3 day getaway with a close friend and I got this nightmare

On 7/29/22 I booked 2 suites from Sonder through Airbnb at ***, located at ***. Each suite was booked for 9/15/22; one was for my fiancee and I to stay in during our wedding (which was on 9/17/22) and the other was for one of our guests who we wanted to stay at the same location as us. Each suite cost $527.03 and the charges were applied to our credit card at the time of booking. We received confirmation e-mails from Airbnb for both suites. We assumed all was well until 9/15/22 when we received check-in instructions from Sonder for only one of the suites. I called and the representative informed me that they had made a mistake and only reserved 1 suite for us and that there were no suites available at that time. They offered to transfer the 2nd booking to another Sonder location in ***, which we did not like but had no choice but to accept given that we needed the rooms in 2 days. We asked to speak to a manager and were told a manager might call back if they deem the issue worthy of a callback. We were offered a 50% refund on the booking that they failed to hold. That was not acceptable to us and we continued to try to reach a manager. The next day we received an e-mail saying their offer was final, then another e-mail saying they were still working on a resolution. Then at 4:30 pm on 9/15 (the day we were checking in), they called and said a second suite had become available at *** and so they were able to accommodate us after all.While Sonder honored our original reservation at the last second, they caused a lot of undue stress during our wedding week, which was already stressful because of all the planning that goes into a wedding. Sonder took $527.03 from us and did not actually hold a suite, and it was only because I called 2 days before that they even realized their error. We would like a refund of $527.03 for the trouble they put us through on our wedding week.