SonderReviews of sonder.com

One of the worst hotels I have ever stayed at. I wish I had read the other reviews beforehand. Absolutely no decent or timely service. There are no phones in the room so you either have to go down to the desk in your underwear to ask for something at night or get on their app. If you get on the app you have to be prepared to wait for an hour to get a sheet instead of a duvet at 11pm at night if you want to sleep in a cool bed. My room had not been cleaned when I returned in the evening and when I trudged down to the reception I was told that rooms are only cleaned if you pay an extra £25. I said I was there for 10 days and during those days the bed linen would not be changed or the waste bin emptied. I am sure somewhere during the booking process it told me this but I did not see it and anyway, it is just plain annoying. If they want an extra £25 add it to the room rate where it would be less annoying and nickel and diming. When I left my phone was not working so I asked the person at the desk (really more of a podium) to call for a regular cab. He said he did not know the number. Btw, the check-in took 20 mins when they asked me all over again for the same information they asked my when I booked, including asking me to upload my driving license picture. Normal check-in 3 minutes, Sonder check-in 20 mins.

so we did our reservation online, it asked for a IDENTITY VERIFICATION which we did... but they apparently didn't received it, so now the webpage says "RESERVATION DETAILS CONFIRMED, PENDING IDENTITY VERIFICATION" and the webpage gives no choice to upload any ID for verification and they have no idea what to do... all they do is send us an URL to "keep trying" which obviously doesn't work... so, we have paid for a room which we cannot use... YOU SUCK

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.