SonderReviews of sonder.com

Wow where to start. Sonder has customer service, that's true, but it's entirely unprofessional. Both my experience resolving an issue as well as general hospitality service were almost unfathomable. My code didn't work to enter my room and my phone key worked with very limited frequency. I informed Sonder of the issue because well I have to get into my room right? And was told to go outside my room because someone was 'just downstairs' and they'd address the issue. Well I went to the hall outside my room and waited, and waited, and waited, sitting on the floor waiting for the staff member who was supposedly steps away. He then arrived and confirmed that my code wasn't working after entering my room without my permission. We were able to get into the room with the security staff, but that meant I was basically a prisoner in my room since whenever I wanted to leave I would need a staff member to open it if I wanted to get back into my room. That night, the staff member told me that they'd have someone else come in the morning to address my concerns and asked when they should arrive and I asked for 9AM. Fast forward to the next morning and I was getting ready to get my day started and again I waited, and waited. Finally the Sonder staff arrived at 9:30 and entered my room (he actually asked for permission, as one should). He proceeded to work on the issue until he realized that it wouldn't be fully resolved. At that point he offered me a fob to enter the building and my room. Why I wasn't offered a fob the first moment the staff member confirmed that my lock wasn't working astounds me. I shouldn't need to delay my day by an hour and babysit Sonder staff for them to resolve an issue. Throughout this time I was in touch with Sonder customer service via phone and chat. I was hung up on more than 3 times and overall did not have a good experience (See how I was lied to above about ETAs for staff). I was informed Sonder would look into the issue to see what they can do. After not hearing back for a couple of days I followed up. And guess what happened then? First the staff member informed met that my late checkout request was approved. Wow that's super helpful now that I'm home! (BTW I was offered a later checkout and it was then rescinded to an earlier time, again unprofessional behavior). Next they told me that they'd look into the security deposit and eventually shared that I was being charged $400 for a missing pillow. Firstly, I was not yet informed about it. And no, I didn't steal a pillow. I asked to speak to a manager and then was told it would be at least 24 hours for my request to go through. And that's where I am now, well see if there's a way Sonder can make this right. But overall horrible customer service. Then I was promised a call on a Saturday night from a manager and received no call. I'm still on the phone with someone and being refused to speak to a manager.

If I could I would give them 0 stars The experience I had was the worst The customer service does not help with any problems ,the couch I was sleeping on was hard and not straight it was sinking down in the middle and my head is on top result i have a stiff neck with a hurtful back now !! On top of that they don’t give me another room or my money back this is unbelievable don’t book here this is horrible .. I arrived and I had only issues the window was open and couldn’t close so I needed someone to fix it I waited in the cold for over 2 hours until finally someone came .. I want my money back it’s a waist of time and money horrible apartments !!!

I have yet to stay at Sonder USA at Battery Park, however, the entire experience of background checks and credit checks have been extremely frustrating. I came back with 2 credit scores, one at 845 and the other at 810 and still was denied based on salary ratio. I have booked for a two months stay with the first month prepaid in November for a Jan/Feb stay. In turn they are declining me of my confirmed prices and would wave background check for both myself and my husband if I would prepay but the condition is an increase in price of 2k+ because they need to cancel the first reservation and make a new one and will not honor the previous price for the same room because they stated it will be a new reservation at their current price. I do not believe this is even legal to do. I have already prepaid for my first month-let’s see if they honor this. I’ll be back with an update. I am happy to say after the onboarding process debacle, our stay was great!

Like other customers found, the over-the-top 'security' was invasive for a simple accommodation booking. They also cancelled my booking a month after I made it and refused to disclose why, but referenced 'extensive review' and 'security'. Very sketchy business. Avoid at all costs if you want confidence you will actually have somewhere to stay.

They canceled my reservation because "your booking was flagged and reviewed extensively. We only accept reservations that we're confident won't violate our house rules." So apparently a grown adult who has a full time job, pays their own bills - is not considered a trusted costumer. I believe this is a case of ageism, and now I am banded for booking with them? I have never used sonder before and don't have a bad reputation for renting on any other app. They could not give me a sensible reason as to why my reservation was canceled. Disgraceful.

Unusual inappropriate hotel checkin! They ask for many pictures and videos of your head!!! Do not reserve any of their hotel rooms. They may also have cameras inside the rooms.

Our stay was in an unsafe neighborhood, told to us by multiple uber/lyft drivers in Nashville. There where excessive ants in our apartment, homeless people sleeping on outsteps. We also changed our reservation within the slotted time frame of their cancelation policy they refunded us part of our stay, when I spoke to them about this they claimed to have refunded me the entire amount, but had no proof of transition for this in email. I was told to dispute with my bank. Unfortunately, I would never recommend staying with Sonder due to their extremely poor customer service and dirty apartment.

Due to technical issues we were unable to access our room. Dealing with the call center in the USA was frustrating and of little help. The "UK team", that were supposed to grant us access, don't seem to work on weekends. After 9 hours of waiting to get access and threatening to call the police we were eventually given a 6 digit master code that gave us access to our room and possessions. During this time we were wondering if these "Teams" were unwilling or unable to help us. Once we had access to our room after threatening to call the police it became clear that they were unwilling to help us... This is a really sad situation to be in when a company conducts themselves in this way. Who is Sonder? With the internet it is easy to deceive customers into thinking you care about their wellbeing. It is even harder to demonstrate that you care about customers wellbeing. Sonder did not even try. After spending hours on the phone with Sonder. I unfortunately had to receive an endless drivel of scripted lip service from emotionally un-invested individuals. Experiencing their operations first hand it is also apparent that the guest is not their number priority. Actively cultivating a company culture to promote this ideal. Who is Sonder? From my experience, they are an organisation of ill-intention and should be avoided.