SonderReviews of sonder.com

Sonder scammed me out of my money! Zero stars! I booked a place for a 5 day weekend in New Orleans, when I got to the airport I checked my email and received key codes and an address for a DIFFERENT location than I paid for. They said the place I paid for had a plumbing issue so they put us in a cheap “hotel” that smelled bad in a the sketchy location. No one notified us beforehand. Also the price per night was half the price of the original place we paid for. Getting a refund has been nearly impossible! They issued a refund for only half the trip and charged me for two nights at the rate of the original place. I only stayed at their “hotel” for 1 night! The customer service is horrible, they keep you on hold for hours, just to say they can’t help you and they refused to put you on the phone with a manager or supervisor. They are the worst!

Should have read reviews prior. Sonder is horrible at customer service. In these times of a GLOBAL pandemic, Sonder does not have a Covid exception to their cancellation policy. Ridiculous! After explaining they would still be taking my money, the agent had the nerve to ask if I wanted to cancel. Hell NO! Let the apartment sit vacant so no one else gets treated like this. Stay away from Sonder. There are better, more customer focused hotels.

Worst hotel check in experience of my life. We started at 19:30 uploading our passport documents, only to be told there was a problem, but we couldn’t use their app or website to re-upload new photos. At 23:3 our plane touched down, we then spend two hours on the phone with their customer reps, who all said they have had this as a common problem. We have re-entered our details nine times, and they keep saying the Photo on our passport is not valid! (Not unclear or blurry but not clear enough) Our passport! After all this time they finally contact the hotel we are going to and tell us they have an in person check in available. Ridiculous. The most insane use of tech I’ve ever experienced. By the end of nine times trying to check in digitally as they want you to, we where teaching the customer service people how to reset the guest list. We are now going to try the in person check in and hopefully those two hours of calls to the US won’t be ineptly wasted and we will finally get a bed to sleep in. Utterly terrible experience.

Worst customer service I've ever experienced. Full of copy and pasted platitudes but no meaningful effort to provide any sort of support or understanding. Sometimes they will respond to your messages in French, despite previous communications having been in English - a good example of the level of attention to detail that they have.

Recently stayed at a Sonder site in Philly, called the Terrace in July. There was a person who got on the elevator with me who was not a resident or a Sonder customer. They were apparently hiding on the side in the lobby waiting to get on the elevator. They did not enter or have a code to go to the floor they wanted to go. I was able to go into my room unharmed but the person was "stuck "on the elevator and was stuck on my floor. I text chatted with Sonder rep when the incident happened: they assured me security was searching the building for the person. The next day, I went to the security desk. They had no idea something happened. I keep contacting Sonder reps. They keep telling me, they don't have a record of the incident. They will contact their Philly colleagues to find out what happened and that a manager will call back me in 48 hours. That area in Philly has so many homeless, mentally disturbed people walking the streets. Clearly one of them was able to enter the building but security didn't catch that? Never going back to a Sonder property.

Booked 2 months out, received an email 2 weeks before my stay that my reservation had been cancelled. I called three different times and was given three different vague explanations for why they cancelled my reservation, each time stating they "could not go into more detail." They did not refund my money either and I had to end up disputing it with my credit card company. Based on other reviews it is clear I am not the only person they have done this to. If you need a reliable stay, save yourself the trouble and stay FAR away from Sonder.

I have rented from directly from Sonder twice in London and now my last time in San Antonio at the Medical Center. My stays in London were absolutely amazing and that is why I decided to use the service for San Antonio where my two sons would be competing for ten days in a national diving competition at the Natatorium there. We requested a one hour early check in and paid the fee with little problem but when we opened the door to our unit we instantly were hit with the smell of stale cigarette smoke, then we noticed the apartment looked nothing like the photos on the website, the paint was chipping, the walls and doors were all dinged up and filthy, and the bath tubs were absolutely disgusting, there was mold and mildew in all the caulking that was peeling away from the walls, both of the pools on site were broken also and maintenance had no idea of a timeline as to when they would be fixed. I called sonder and they had no other property to put my family in and zero solution for my family for the next ten days. My wife called back ten minutes later and said we wanted a refund and were checking out within one hour of checking in and explained our circumstances but once again hit a wall with Sounder’s customer support who said they would contact us in 24-48 hours. Nobody in our family could stay in that unsanitary room so we left in one hour and were forced to check into a one bedroom Marriott at our own expense for the next ten days. We are still trying to communicate with sonder but have had no luck so I have reported them as fraud to my credit card, the agent completely agreed. I am also going to report them to the Massachusetts Attorney General for fraud when I get home. This has been a horrible experience.

Booked an apartment in Chicago 8 months in advance and 2 days before arrival booking was cancelled with no explanation. They had changed our reservation already to a different apartment without even consulting with us. No help from call centre other than to say they are heart broken not much good to me, had to pay extra $600 for alternative accommodation due to the short notice. Told to expect refund in 10 days so starting my trip down $1800.AVOID