SonderReviews of sonder.com

Had a booking with Sonder for three bedroom apartment in Houston since April 2022. 2 weeks before arriving they emailed to say they were cancelling booking as apartment no longer available. No alternatives offered!

Very bad lighting in the apartment

Booked in Philadelphia a week and a half before company meeting. Got Covid bad and ended up in the hospital for 4 days. Got out and called to cancel since I was not allowed to leave my home for 5 day and a negative test. Talked to Expedia who I booked it through they said no problem need to get the okay from the Sonder for credit. Sonder said no even though these are the CDC rules. Expedia even put a special agent on it to try and help. Sonder still said no. they are cold hearted, money hungry and pure greed at its finest. We have over 5000 employees at my company and they will never stay at a Sonder. This was my life and health. To them I was nothing.

Absolutely poor communication! They should know that many international guests do not have access to a phone. Sending a pin to a nonfunctional phone, even after I emailed them not to, is useless!! Every time I sent an email, I got an automated message with the same information I can not use. Never again.

We messsed up our flight dates and literally cancelled our hotel room one hour after booking. Their customer service lied to us, telling us they could not do anything for us to get our money back, it was booking.com who was accountable. After calling and mailing multiple times between them and booking, seems like we are not getting our money back. It’s a shame they want to make money in such a non customer friendly way.

Doesn’t even deserve ONE STAR, but there’s no option for that. We planned a trip to San Antonio, Tx. and fell in love with this place over their website because of the quaint decor and location right in the heart of where we’d hoped to spend most of our time. When we checked in, we were having a hard time finding our room, only to find out that it’s because they booked us a basement room. Is this even a thing?! We’ve stayed in lots of hotels but I’ve never been offered a basement room or knew there was any such thing. So, to say that the website is VERY misleading is an understatement. Apparently it is somewhere within the fine print; some rooms could be lower level and without a window. Well you better believe that if I’d seen that, I would have booked elsewhere. We paid $900 for 4 nights. When we opened the door to the room and realized it was in fact a basement room, I opened the app and started a chat to complain and ask to be relocated. They immediately moved us to a room on the 2d floor. Now THIS is the rom from the website…the ONLY room that they advertise btw. We unpacked and headed into town, only to be called about 3 hours later and say that if we didn’t pay for the upgrade we’d just asked for them we’d have to leave. Excuse me?! We didn’t ask for an upgrade. We’d asked to be relocated because we didn’t book a basement room. Of course we declined the $1K upgrade! So the phone tag game began and I spoke with 3 more people, with the 3rd being at 11:30 that night…after I’d asked to speak with management each time with a promise that they’d review and call me back. Well, that call back was received the next day about lunchtime. We had to sleep in the basement: very damp feeling and smelled moldy, no windows just creepy darkness, lots of “pressure” where both kept a headache, terrible bed, screaming people next door listening to loud porn for hours, doors slamming all night. Outside the building there was NO parking under $40/day. There was NO disclaimer or warning on the website about the entire 4 blocks or so surrounding the place was under construction…meaning all of the asphalt from the streets was torn up, surrounded by scaffolding and chain link fences. Homeless people sleeping right at the door and everywhere surrounding. They even removed themselves…yeah, poop on the sidewalks. Cops everywhere surrounding the place. In other words; yeah it was super inviting and friendly. The next day when I find ally got the call, I expected for them to resolve it. Nope. He basically told me that I should really start reading the fine print and because it wasn’t their fault, they wouldn’t be refunding us. We discussed this back and forth, I demanded someone with more authority to which he declined and said “it’s me, this is what you get, there’s not another option”. I continued and he said “well, good luck googling to find anyone”. Well, he wasn’t wrong there…apparently all of the REAL reviews are here and have been removed from their website somehow. He then hung up on me because I began calling him out on his character and poor ethics of a man. It’s such a scam. I even looked at the review section and it no longer allows me to see the 33 good reviews, but pops up saying that they have a right to remove “scam” reviews LOL. Yeah, they’ve removed a LOT! I have started a dispute with my bank and I won’t stop until it’s resolved. That day, we moved to another hotel because we both woke up (never really slept) with headaches and congestion. So, I hope this place gets the load that’s coming their way with all of these lawsuits they’re under. Yep, I found that out, so no wonder they refuse the refund, they’re desperately trying to stay afloat. Well Sonder, you’re going down and when I find out about it, I’ll celebrate this for you! You do not deserve to be in business. You’re literally the worst company I’ve ever dealt with…ever. People, you’d be better off joining the local 24 hour, $10/month gym for the month just for the shower usage…and sleep in your dang car than to book a reservation with these terrible people.

This company is a scam. I reserved a room for February 18-20 at "the industrialist" in NYC on January 15th. Around the 23rd of January I was going to cancel my room because I would be unable to go on my trip. When going through their app and finding the option to cancel, I was prompted with a pop-up stating that I was ineligible for a refund because it was more then 24hrs past the time of my initial reservation. Thinking it was a mistake, since the date was more then 3 weeks away, I called customer service. They stated that I chose their "economy" option while making my reservation on their very complicated app. I did not choose any other option than those presented to me, none of which were "economy". After a very easy process with my bank I got the charges reversed and got a full refund through their portal. Today I received a very poorly proof-read email stating that since I got the reversal they are cancelling my reservation. I then went back to their app and tried to re-reserve the same room for the same dates. I was not prompted or offered an "economy" rate, let alone a lower rate for the room; just a "member price" which is 15% off the total. I am do not have a "membership" to any service this company provides. I do not think this will be the last communication I receive from this company and I will continue to update this review as it progresses.

I stayed in a 2 bedroom apartment at Sonder Jewellers Row in Chicago - the apartment was somewhat nicely furnished however different to the one pictured when I booked. It had practically zero natural light and looked out onto an alleyway which had (I think) sewage trucks accessing each morning from 4 or 5am. Very noisy. Check in was difficult - I tried to organise an early check in but Sonder's email customer service system means you speak to multiple people who don't seem to have read what their colleagues had previously said. I was unable to check in early, in the end they offered me 30 mins earlier for $30... When I did check in the code given to me to access my room was not correct - I had to then back and forth over email again to get a code which worked. I just kept thinking the whole time how dysfunctional the customer service was and wished there was a reception. Sonder is a rubbish company and not worth the trouble.