SonderReviews of sonder.com

Similar to other Airbnb reviewers' experiences, good location, close to Roosevelt District. But I booked one month in this Airbnb and was given a completely different apartment in the same building without a balcony nor a couch, not the one shown in the Airbnb listing. Feels like a basic 'bait and switch'. The, what I think is an offshore call center, customer service folks were apologetic but either powerless or uninterested in correcting the issue. I was even promised a move mid stay to the apartment I actually booked but later found out it was an empty promise. I was promised that a supervisor would call me within 24 to 48 hours but also an empty promise. It shows that booking Airbnbs from large faceless hosting companies like Sonder is a gamble if something goes wrong. Despite their poor reviews, I have personally really liked Sonder up until now, actually having booked 145 nights with them over the past years, purposely seeking them out as I travel as a digital nomad. But never again. Maybe not a surprise since both Sonder and Vacasa are tanking in reviews across the web for poor customer service.

Booked a stay in Edinburgh for a night directly with Sonder, received a confirmation email and money taken from my bank account. Called to request an early check-in and was told I have no booking at all, then told to check with my bank for the money they took! Avoid this company. Luckily I called to request an early check-in otherwise I would have been left stranded with no place to stay.

I stayed at a Denver Sonder apartment for my child's graduation. Great apartment building, and my reservation was for 5 nights. My FIRST action upon entering the room was to lift the bedsheet. A live bug with a tiny blood stain set off a stressful experience leading to eviction the next day. A photo was forwarded to Sonder. Its so-called 24 hour 'team' is based in the Philippines. The team is well trained to sympathize with your problems, but they do not have the authority to resolve or help. I dealt with seven of them, and either the chat would be disconnected for no reason, or they would refer you to another team member, also sympathizing. A Denver cleaner was sent out to change the linen after the Philippines team raised the issue. Would changing linen solve a potential bug infestation? The cleaner said she had no experience with bugs. She was just instructed to change linen. After she left, the Philippines team agreed with me, in writing, that I could stay the night. I could let them know the next day whether I wanted to check out or stay, as they were 'keeping the case open'. I informed them the next morning that I was staying since I didn't find any additional bugs. They responded, in writing, twice, thanking me and telling me that if I had any further issues, I should contact them and wishing me well, in writing! Unbeknown to me or the Philippines team, the Denver (or some office) team refunded me and immediately booked another guest in the apartment. While celebrating my child's graduation, the Denver team contacted me at about 3pm and said my possessions would immediately be moved to a storage facility. Panicking, I left my event to meet with Sonder's manager at the apartment. His attitude changed after seeing the correspondence, apologizing yet saying he couldn't do anything about it. Clearly, he realized and conceded that there was a communication gap between the teams. The new guests were arriving soon, so I had to leave immediately. The 4 star Brown Palace Hotel was gracious enough to find me a room. Despite feeling humiliated by being evicted, I found relief at Brown Palace Hotel, who treated me as one should expect it should be in the hospitality industry. I will never stay at a Sonder apartment again. They are clearly in the real estate business, not the hospitality industry.

If I could provide a negative 0 for a rating I would!! I haven’t seen my brother in almost 10 years, I want to stay somewhere nice to catch up with him, I found this place to seem nice!! I was WRONG! I booked directly through their website, paid for my reservation then I called the day of, because I never received notification for the code to get in, Only to find myself in Houston and they’ve booked my room with no availability for me anywhere. The WORSE part is they offered to refund my money in 7-10 business days. When I’m only in town for 2 days. Scammers! They get ALL of your information take your money and then leave you in the streets. How are they in business? Unfortunately, I never read the views. Sad

Scammers, I had booked a room and canceled within 24 hours due to personal circumstances. The website states that if you do this within 24 hours, it is free of charge. However, they don't want to give my money back. Sonder does not move at all, very unfriendly by email.

Our flights were cancelled due to a storm (with all other flights). The minute we knew (whilst in the airport) we informed Sonder. They refused to provide a monetary refund & offered credits instead. Despite clear extenuating circumstances there was a clear lack of cooperation. 2nd trip booked using above forced credits. Credits being used to book accommodation. Upon checkout the receptionist tells us our Amex was ‘accidentally’ charged. To my disbelief she assured me not to worry and the aforementioned credits would be used & my money would be refunded in 4 days. 3 weeks later agents from Sonder tell me it will not refunded but I can have credits instead!! A clear example of deceit forcing me to book another trip with them which I will not. DO NOT USE this company.

Croyez-moi n’utilisez jamais ces services.

All our towels were dirty and stained - BIG stains and some were red, yellow and blue! The walls were dirty and obviously hadn’t been washed or wiped down. The coffee table did not appear wiped down. I did not trust the glasses that had spots in the rims and the overall feel is that the unit had not been cleaned. The shower door did not close all the way so water ran out. There is no ledge in the shower for toiletries so you had to put all your soap and things on the shower floor. We had booked a 6th floor unit but at the last minute we were downgraded to the third floor due to “maintenance”. Customer service through the chat was responsive to me but ultimately I didn’t feel comfortable in the room because of the lack of cleanliness. And I felt cheated out of a 6th floor unit I had booked and wanted - but by the time they notified me of the change, it was too late to find someplace new and I had already paid Sonder.