SonderReviews of sonder.com

Unprofessional staff, no communication, unreasonable charges

My booking was not accepted, because the system did not ask for a CVC. None of my three debit cards can be authorised without that. Even after calling Yasmina on your customer services line, and even after she consulted a manager, I was not offered the chance to pay another way. Therefore I simply cannot reserve successfully!

Montreal Stay CIM Mining Conference. I reserved a bachelor room at the Sonder Maisonneuave in Montreal and out of 6 Guest Service features only 3 were functional. I had access to the Gym, Outdoor Patio on the 14th floor and the Dry Sauna. The Wet Sauna, Hot Tub and Pool were closed. The pool is understandable given the time of year. If you advertise these they should be available. Sonder does not facilitate any type of personal check in as it is all done through the internet and although the front desk is supposed to be attended 24 hours it was not. Several times there was no one available to get advice or assistance from. Lastly, I informed housekeeping that I didn't need room service every night which they understood to not delivery any room service during my 4 night stay. For a $1000 bucks, I will stay somewhere else next time.

Booked apartment in Boston for my 86 year old mother to stay at for our daughter’s graduation. She cannot check in online because she is not at all computer savvy and process is complicated and involves facial recognition as well as data input. I’m in Boston ahead of her and asked at the Sonder management office if they could check her in in person given the situation. Was told by staff member that even though the office is open at the time of her arrival they might be too busy check her in so she would have to do so online. This is not only incredibly poor customer service, lazy and inflexible, but it’s also age discrimination to refuse to accommodate an older person who can’t use a computer. Really expensive rates, very basic accommodations and crap customer service. Never using Sonder again.

I wish I could give them less than one star. I booked a hotel room through their service at a Sonder but when I arrived at the property, the room I booked didn't exist- they kept telling me to go to the 5th floor, which is a bar/restaurant. I was on the phone for 3 HOURS with six different Sonder representatives, all of whom put me on hold and disconnected the call, without any call back. A week later, no one has reached out, followed up with me, or explained how this happened. I had to book ANOTHER hotel room for the night, after a very frustrating 3 hours trying to get ahold of anyone who would help. What an awful service, horrible customer experience.

Extremely rude customer service and unreasonable guest expectations. Was threatened with a penalty fee for playing music at a moderate level in our loft while getting ready before going out. This was during daylight hours when barely any cars were in the guest lot. I would not book with this company again.

We were notified the day before our stay the property was being sprayed for pests, as a matter of maintenance. We were not told it was because of bed bugs. It was damp in the unit, likely because of the spray/steam, I now realize. I was bitten several times over the course of our three-night stay, but did not know what it was until the day after we left. It was confirmed by my physician I had been bitten by bed bugs on three different parts of my body when we were staying at Sonder. I contacted Sonder on the app as soon as I realized what happened and was given the run-around. Not only was I told I was bitten by something else while I was “out exploring the city”, but they would not inspect the unit, saying it was too late at night (I had advised them in the afternoon), and they did not want to disturb the current guest. I was told they would not inspect the room until after the guest had checked out. That guest should have been notified immediately and the room checked, so no one else would be infected. We had to disinfect all our clothes and I have scars from the bites. We travel a quite a bit and have never had this kind of problem or such bad customer service. We paid just over $400 a night. The company can afford to treat their customers better.

Booked a 3 week stay in Montreal, they invoiced in Canadian dollars, but charged the card with the same amount in US dollars. A difference of almost 800 Canadian dollars! A mistake one might think, but despite contacting them numerous times to explain the situation, they will not answer to emails or refund the money.