SonderReviews of sonder.com

Easy booking Easy access Great set up and accommodations for my business trip Highly recommend to anyone traveling for pleasure or work

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

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.