SonderReviews of sonder.com

I wish I had read these reviews prior to booking!!! I’m a seasoned traveler and never had a worst experience. Dirty room, louder-than-an-airplane AC, broken nightlights, moldy shower, no water, no drinking glass, broken soap holder. When I voiced my concerns, the manager threatened to kick me out on the spot yet refused categorically to refund me. Never again. AVOID AT ALL COST!!!

I booked a room that held 4 people, emailed them after the reservation went though bc something seemed like a red flag with the description on the receipt, was promised that the room would hold four and THEN a month later I get an email that the room will only hold 2 and is that ok?! WHAT?! No! Of course not. And the. They wouldn’t give me a refund. Save yourself the pain. Steer clear of this SCAM!

I have to give Sonder 2 stars for the customer service only. I am optimistic that our stay will be better than the experience I have had thus far. I feel I must share about the fact that the business clearly has no understanding of what customer service should look like. Everyone understand that there are policies. However, when a customer makes a reasonable request for a legitimate reason, someone of authority with a little wherewithal should be able to make the executive decision to authorize the request. In my case, I asked for a 30 minute early check in. I did that b/c my parents, who are 84 and 92 years old will be arriving at the Sonder location at about 3:30pm, which is 30 mins before the 4pm check in time. I noticed on the website that the fee to check in an hour early would be $25. So I decided to make a request for a 30 min early check in. I made this request on Tuesday Oct. 18. Today (Oct. 23), I followed up and was told I wouldn't get an answer until tomorrow morning. This was very unexpected and not really helpful b/c my parents would be traveling tomorrow and I wanted some assurance that they would be able to access the building without a glitch. They are flying up from South Florida, which is much warmer than Philadelphia, where they will be staying. So I have been very concerned that they would be locked out of the building and unable to access the unit before their check-in time. I have never had a difficulty asking for an early check-in before. So I was honestly stunned that no one could take the initiative to accommodate my reasonable request. I was also a little offended and annoyed b/c I knew that, had I paid the fee to access the unit 60 mins before check-in, there would have been no question that my request would have been honored. Instead Sonder told me they would call me back within 2 hours. That did not happen. I called again and was told I had to speak to the person I had spoken to. This made no sense, so I asked for a manager, but was told none would be able to call me back until 24 -48 hours from my call. So I was told I would have to wait until the morning. Very shortly thereafter, my request was denied b/c the cleaning crew would need to clean all the way until the check-in time of 4pm. There is no doubt in my mind that the cleaning crew will be done long before 3:30pm. But rather than work with the customer, Sonder simply made no decision at all and stuck with the policy that the company would have been willing to change if I had been willing to pay a fee. This is just really unfortunate considering the circumstances and the reasonableness of the request. My parents will be traveling without me, which they seldom do (I am traveling to meet them in Philadelphia). So I am working hard to ensure their travel goes well. It would have been nice to have a sense that someone at Sonder cared enough to make a decent executive decision instead of mindlessly doing whatever the company normally does. Customer service necessarily calls for flexibility in moments like this. Sonder has not taught its personnel this. And I think that is very unfortunate indeed.

Terrible and not sure what they do is legal (in Europe). I made a hotel reservation via booking.com and soon I received the first of dozens (!) of unwanted emails telling me to checkin via Sonder and upload my ID. For me this seems to be a fraud and I suggest to avoid them.

1.3 overall rating based on almost 300 reviews? I’m not at all surprised. I wish I had researched this company BEFORE I made a booking. I am a seasoned traveler, both business and recreational, and have stayed at hundreds of hotels and have never had a more deplorable experience. I just tested positive for Covid and had to cancel my reservation more than two days prior to check in. They are trying to give me the runaround on obtaining a refund. Based on the other reviews I have now read, I feel I may be lucky to have gotten Covid and never had to set foot on a Sonder rental property. It appears that Covid shadows in comparison to all of the other health risks associated with staying at a Sonder rental property. If you are reading these reviews to gain perspective as to whether or not you should book with Sonder, please allow me to add to the hundreds of other warnings on this site. BOOK ELSEWHERE!! Unless, of course, you enjoy taking risks with your health and your money.

Toilet wouldn't flush for days, Sonder made multiple attempts that did not resolve the issue whatsoever. Once they got bored of trying to solve my issues, all communication stopped, forcing me to refund my stay via AirBnB (thank goodness they were involved). On top of all that, they wanted to charge me to have some extra check out time despite the fact that I was fleeing a unit without a functioning toilet for days. Customer service was a front, maybe if your unit is perfect you will be ok but you do not want to find yourself in need of Sonder's support. They will leave you out to dry, and I suggest you save some headache and do the same to them.

The location is the only good thing about our stay. The linen was dirty & dingy, refrigerator didn't work, the TV didn't work because they won't even do the bare minimum of putting an antenna on it for local channels and/ or basic cable it's streaming only & you have to provide that. The sofa bed was sinking in, dishwasher smelled like raw sewerish, the roof top phot they show is from the Roosevelt not theirs & the codes they send you you literally have to enter them over & over & over again before you get any access plus they took $893.00 that they nor booking.com would refund me after I cancelled a room that said it was refundable. Yea Sonder & Booking.com is a solid Hell No for me!!!

This would be a zero if it was available. This is for the Sonder Lum in Inglewood CA. We arrived around 7:30 pm for our check-in, which went smoothly. When we got to our room we noticed the room smelled. My husband went to use the restroom and was appalled at what he found in the bathroom. There was a large poop ring around the toilet, hence the smell. He took a photo of the toilet and went to speak to the hotel staff to have someone clean the toilet. We realized our bathroom had not been cleaned at all. There was toothpaste on the bathroom counter and used dental floss on the ground. We didn't have a full set of towels either. It took about an hour for someone to come to clean the toilet and one of the employees had a real attitude, like she was doing us a real favor. Of note, she's the same person that said she would get our toilet cleaned right away and went on break instead. I can't tell you how disgusting it is to stay in a hotel that you know takes short cuts when they clean the rooms. Their website says they follow COVID cleaning guidelines, NOT. We tried for two days to speak to the manager, but he was never available. We were booked for two nights, but only stayed one. The room stunk anytime it was closed up. We were given a $50.00 credit by the front desk the next day, the manager is the only one that can do more than that, but he's a ghost. Never stay at a Sonder they have poor customer service, don't clean the rooms, and the one we stayed at is very cheaply made.