SonderReviews of sonder.com

The worst! They have all kinds of secret booking rules. You may not change rooms unless they upcharge you according to ridiculous "dynamic pricing". Be aware that you should never use the app or online to book. Call customer service on the phone or they will give you the most crappy room available. Stay at a hotel if you can.

Great Portland Street, London. Filthy room. Broken furniture. TV not working. Complained a number of times but ignored. Asked for a refund but they take your money up front so nothing i can do. The room was misrepresented in the photos and in terrible condition. Would never use this company again.

ZERO STARS - I booked a stay, paid and verified my identity - followed every step to a T. Within 15 minutes I get several notifications that my booking was cancelled, and when I tried to log in to my account, my credentials were deleted. Apparently I have a “prior record” (I have NEVER used Sonder before) and they refuse to tell me what is going on. No contact from customer support to try and fix the problem. PLEASE DO NOT BOOK WITH THIS COMPANY. Save yourself the effort and use AirBNB or simply a hotel.

We were booked for a 3 week stay. During the second week our AC unit went out. The unit got up to 90 degrees. They took 2 days to get us fans, and another day before maintenance came to look at the AC. We were told that there was nothing that could be done, and the only option would be to move across town to a different Sonder or to check out a week early. The other Sonder was in an area where there was a much higher crime rate, so we decided to just check out early. They did refund the days we did not stay, but on the day of checkout they threatened to call the police and said we were trespassing because we needed to check out at 1:30 instead of 1:00. The local building manager, who we only saw on the last day when we were going to check out, was extremely rude. Her name was Davita. Some of the worst customer service I have experienced, and we spent over $3,000 up front. Very disappointed. Will not be staying at another Sonder again.

i just stayed at a sonder and they charged us an additional $111. at first they said it was for “damages” from “paint marks on walls” but when we pressed them for photos of the damage they didn’t have any. they then turned around and said it was for cleaning for “excess mess” and sent photos of the bed not being made with some towels in the floor, dishes in sink, and some wrappers/soda cans left on counter/bedside table. this was odd to us because they don’t have a cleaning checklist or policy like airbnb and i’ve never had a hotel charge me for that sort of stuff. they even go as far as to say not to worry about taking out trash when checking out because they’ll “do it for you.” they also didn’t provide us with dish soap and only gave us one small garbage bag for our 3 night stay. when we first arrived on property there was food left in the cabinet from prior guests and they didn’t do anything to remedy that when we notified them of it immediately via their app chat (eg offer to clean, move us to different room, or reimburse partially like a hotel probably would). they also were hard to get a hold of for more towels/hangers for the room and tried to log our requests for the items as “complete” despite never actually bringing them. they told us they weren’t sure if or when they would bring us the items despite reassuring me before the stay that they had staff on site to assist with those matters. they did eventually bring more towels but never the hangers. customer service was terrible trying to get our money back from. very disorganized communication with different stories/explanations for why our money wasn’t being refunded coming from each representative i spoke to via email, text, app, and phone.

Horrible experience with non helpful and not kind customer support, left me after payment with no instructions for check in and no code for the door. The App is Horrible and keeps saying "something went wrong"...at the end we paid a lot to sleep there only 3 hours...

Back in December my wife and I rented an AirBnb from Sonder and the experience was a nightmare. To spare you all the whole book I could write about the awful trip, it ended up as basically a bait n switch with no customer support, and when trying to get money back from occurrences that happened because of the 100% illegal way the host handled our situation, the host basically said “too bad, we gave you a place to stay and it’s not our problem.”

Rude behavior of the “concierge” customer representative. I booked a long term stay at a Dallas property, the have ZERO expertise in these services. No way to bring luggage, groceries to the unit other than down multiple stairs and through a hot garage. I spoke to this “concierge” for help as I was ill and needed assistance, followed her instructions and was told it was impossible. I reached out for further assistance and she cut me off in an abrasive manner and since I was sitting there with no voice and a high fever trying to get help her manner drove me to tears. Her cruelty was beyond belief. Is this how a guest is to be treated?