SonderReviews of sonder.com

Worst customer service! They’ve trained their reps (sounds like overseas) that they may not do anything to correct their own errors- the customer has to sort it out. They cancelled my bookings not at my request and when I called to ask what happened, they said well you’ll just need to rebook. They cancelled an early check in we’d paid for, because they switched our room. I didn’t ask to switch rooms, or for them to cancel the early check in, which we needed. The room change should have been made behind the scenes if they needed to make it, and not involve cancelling other services we already paid for. The customer service rep was one of the worst I’ve encountered. He would do absolutely nothing to make it right and acted like they did nothing wrong. Beware that this chain is truly “self-service”- there was no one onsite to speak with except one housekeeping staff who spoke no English (this is in the US). I had to call an 800 number & he also would not provide any way to escalate or contact a supervisor. 👎🏼

It doesn't even deserve one star. I took a terrible fall at the Sonder Beekman in Santa Monica ( I use to stay at the old Shang ri la and it was fabulous) They only had one small elevator working. The other was being renovated. They said this was going on for months. I had a dinner meeting and waiting 10 minutes and decided to take the stairs. I took a terrible fall on the concrete stairs and went to the er next morning after I was up with icepacks and aleve bruised and bleeding . My knee was put in a brace and I could hardly walk. I had to take a business class flight back to NY had a wheelchair at airport. No one has contacted me. I want them to take car of medical bills. THERE IS NO NUMBER AND NO ONE REPLIES!! I think this company is the biggest scam . The wifi connection was the worst as they said they would fix the router as well . I have tried to contact the manager 4 times with pictures of my knee and leg..no response!! I wanted to contact my dr. in NY to have an orthopedist referral when I got home but couldn't because router wasn't working and we are 3 hrs time difference. If anyone has a a contact please comment. I live in nyc and will be looking to take legal action.

Online checkin is bugged Was unable to check in in advance using their web system. (System to put in personal details kept incrementing number of people staying rather than proceeding to completion.) Had to send a message to support to get through this stage, took a couple of days for them to complete. Will avoid this chain in future based on this poor check in website experience.

To start it’s weird they make you send drivers license to them, seems like a scam. You only learn this after you book. Now here comes the main issue, booked a long weekend in Fort Lauderdale. Two days before my flight they randomly cancel my room. They said they are no longer doing Sonder at this location. What? Two days before my stay you close the Sonder down. But they said they could rebook me for a different room. Didn’t make any sense.

I had a terrible experience with booking on Sonder! They did not allow me to change the reservation anytime past 24 hours after booking, despite my wanting to spend more on reservation and spending $34K/year on the hotel with repeat bookings. Their policy had a clear typo and was really misleading. See my note to them below --- Hi Sonder Georgetown C&O Team, I hope this message finds you well. I am reaching out regarding a recent booking I made at your hotel for April 1 - April 5. Due to a miscommunication in the booking confirmation email, which mentioned an unclear policy on date modifications, I am seeking your help to change my reservation to April 15 - 19. I had called earlier to speak to a representative earlier this week (5 days before checkin) and they mentioned a team member would call me back to follow up and I have not yet heard back. Despite the email stating (as you can see below and in earlier notes you shared) that changes could be made "up to %{min_days_before_checkin} days before check-in," it's unclear how this applies, given the apparent typo. As a repeat customer who has spent approximately $2,400 at your property with two week long visits and plans to continue regular visits each month, I was surprised by this rigidity, especially since I am willing to upgrade to a larger room (king suite) for an additional $300. I value our ongoing relationship and believe this change won't just benefit me but also reinforce our mutual interests, considering my future plans to spend around $34,000 annually at your hotel with two one weeks stays per month. I have been so dismayed at the customer service experience, that without help with this change I will certainly take my business elsewhere resulting in $34K loss per year for Sonder - which truly would be a lose-lose. I kindly ask for your assistance in this matter and look forward to a resolution that maintains the high regard I have for Sonder, Georgetown C&O. Thank you for your attention to this matter. Best regards, Ami Shah

They were horrible during our reservation and booking process. They kept saying we needed to talk to Airbnb when in reality they were just passing us around so we could not get a refund after a close family member suffered a death. Horrible ethics at this company.

I booked a holiday in Barcelona to stay at the Placa Reial Sonder site, and went through the security process to verify my identity. To my surprise, some days later I received an email notifying me of a new Bank Account with a currency exchange bank called "Wise" which had been opened in my name. These bank accounts require a photo ID and Sonder is the only company who have this data on me, and I fear they have leaked this information to a third party who has opened this account. Sonder is investigating this potential data breach, but currently, I would advise people not to provide Sonder with personal ID information.

I HAVE NEVER RECEIVED SO MANY EMAILS IN MY LIFE. I HAVE ASKED TO BE REMOVED FROM THE MAILING LIST NO LUCK Room smelt like linx showergel Staff were amazing.