SonderReviews of sonder.com

We arrived the 2nd of January for a permanence of 5 nights, the first impression (even before entering the room) was not the best, the personnel was way to pressing and insisting about knowing our plans and programs, resenting the invasive. Overwhelming to say the least. Then we arrived in the standard room and I can truly say I was surprised, not in a positive way. The room was extremely small, nothing like the picture they show, very bad kept and organized, literally no space to hang clothes (it’s full winter in January). For 2 people and a permanence of 5 night there was no space to move. Then the very first night around 00.00 our room lost all electricity, therefore we were forced to wait in hall up until 1.35am to get back in, in a very uncomfortable bedding.. The very next morning we left the hotel, tired about the night and with the hotel staff that was completely careless about the situation. Not even a “we are sorry, this is not our standard”. I’m very sorry to say that this was one of the worst experiences in an hotel of this category, extremely overrated! The good point are: the location, and a nice breakfast.

They saw ground up w*ed in the apartment and charged me for smoking inside even though I smoked out on the street and there was no smoke smell or ash—when I appealed the charge they said it was irreversible. Ripped me off.

The hotel was initially great. The location and staff were great. The wifi was horrible. They could not fix it. They did try and we appreciated that. We left our luggage behind intending to return for 5 days, paid in advance, and had friends book and pay in advance for 5 days. After we left a full 5 days later they sent an email with a picture of a broken lamp and fan and a bill for about $148 CDN saying we damaged them. We did not damage or break anything. Had we broken a lamp and a fan why on earth would we leave luggage behind and book and pay for another stay and ask our friends to do the same? I called and was told we had to pay because they had a photo. I asked for a manager and was told I would be called in 24-48 hours. I have since called 7 times over 9 days, and spoken to 7 different people all saying someone would call me back. Anyone (housekeeping for example) could have broken the lamp and fan and said we did it. Today I was told that a manager "did not have the bandwidth" to speak to me and he authorized the agent to inform me that because they have a photo of the broken lamp and fan they will stand by their decision and charge me. We will now cancel about $1300+ of paid-for reservations and get refunded, they lose out on several $1000 more future bookings. More to the point that no manager should say to thier agencts to ell the customer that he "does not have the bandwidth" to have a conversation with me. How do you run a business like this?

this entire platform of hospitality is horrid.. At First the access codes did not work because the building doesnt grant guests access until the late afternoon 4pm, so we were sitting outside in the cold waiting to be allowed access to the hotel room. The keypad had a broken button so we had difficulty even entering the access code.. There is no hotel staff onsite, so any glitches in the electronic equipment and your guest experience is ruined without onsite help..

SHADY, SHADY, SHADY ... STAY AWAY! Booked a room (or at least tried to) direct on Sonder website. AFTER THEY CHARGED MY CREDIT CARD, I received an email stating it was not confirmed, doing so would require uploading my personal data (gov't ID) AND biometric data (selfie), which I was not at all comfortable with. I IMMEDIATELY cancelled my reservation & called customer service. Get this, they told me it would take 7-10 DAYS TO PROCESS MY REFUND! That said, my trip was in 2 days & I still needed a room for my visit with my kids over the holidays. Since my state ID was already on file with AirBNB, I reserved same room (with Sonder) on their website. AirBNB processed reservation, took my $320 & sent a confirmation email. 1 minute later I get a 2nd email, with a link to Sonder website, explaining my reservation WAS NOT COMPLETE UNTIL I UPDATED MY STATE ID & BIOMETRIC DATA. Are you KIDDING ME? AirBNB already has this data, why am I just being told now, AFTER PAYING AIRBNB, that unless I send it, to some 3rd party corporation I know nothing about, that I'm screwed? So I think, "let's go research this Sonders company." Guess what I find out? ONE MONTH AGO there was a DATA BREACH, exposing guest's PERSONAL STATE ID AND PASSPORT DATA! So I contact AirBNB & asked why they took my money & told me my reservation was CONFIRMED, when CLEARLY IT WAS NOT. They told me that it was stated in "house rules" that Sonder required state ID for reservations. "Yes, I've already provided that to AirBNB. And why did you take my money if the reservation was not confirmed by Sonder?" Still waiting for an answer. As of now both Sonder & AirBNB are holding $600+ hostage, and won't give it back unless I send this shady-as-all-getout company my personal data, which I will NEVER do! Class action lawsuit anyone?

It is raining and 9 degrees outside and the unit is brutally cold. No heater. When I called, they said they do not know when they can give us a heater. My kids are cold. Such a treatment on Xmas eve is unacceptable.Would not recommend this company for families.

First, Roku was missing from the room. Reported it missing, and nothing was done. Second, they contact me after saying Roku issue was “resolved” saying they needed access to our unit after 10am to perform routine maintenance. When we returned after 3, maintenance man was still fixing a bathroom leak that he said they had know about prior to our stay. Also requested late checkout by 2 hours but was denied even after our awful stay.

worst customer service of all time do not waste your time. STAY AWAY