SonderReviews of sonder.com

Sonder raises lots of money (just check out their linkedin), but the reality on the ground is a far cry from their press releases. They definitely do not put any of that money into operations, technology, or customer service -- just acquiring new buildings and giving low level customer experience. Major issues every time I've stayed with them. This was definitely the last time. Expect to spend half your stay dealing with support -- getting the run around and ultimately never getting a resolution to all the problems in their buildings. Plus, they offer no refunds for any reason. It's not worth it. Here is my review for TAMAN CONDESA SONDER: - The WiFi cuts out at least 3 -5 times per day in the middle of the day. A lot of my calls got cut off. This is not a good place if you are working from home. - No heat or AC. Open air laundry makes it freezing in the apartment. - As a Sonder guest, you can't get packages delivered. What's the point of letting people stay for weeks and months if they can't get a package delivered. - The hot water doesn't last. The plumber told me the shower head that's installed is too strong for the amount of hot water each unit can pump out. Expect an ice cold shower after 3 minutes. - Gym was open for a week or two during my two month stay. When it is open, it's extremely annoying to access due to the ridiculous security measures in place on site. Then it was closed for a full month due to "construction" or a "water leak" not sure which lie is the truth. - You will spend a lot of time dealing with sonder support and none of your issues will get resolved, just a run around and refunds, but not actual resolution to your problems or they'll just ghost you. - Sonder raises a lot of funding/ money, they purchase a lot of buildings, but they don't care about their customers or how their buildings operate. - The pool is not even worth mentioning tbh. - You can't get any food deliveries or even groceries brought upstairs. They won't even let you escort your rappi up. You have to carry all the groceries yourself. - The beds are poorly constructed. The headboard is just leaning against the wall without the mattress frame attached. If you even roll over or just move a bit it makes noise of the bed slamming against the headboard then the headboard against the wall. Impossible to get a good night's sleep. - If you are on the interior of the building you won't sleep at all as all the highway noise just drafts up directly into the rooms. Big trucks, motorcycles, even just a small care you'll hear like you're sleeping on the side of the road. All these things added up to a lot of frustration, time spend dealing with support. I literally complain everyday to them cause nothing ever gets fixed or taken care of. Plus this place is not cheap. Don't waste your time.

Horrible customer service. I booked a week stay in Florida for March break with my son and another family. They are refusing my reservation because they can’t accept a Quebec government issued identity card ?? I have travelled for 25 years 4-6 times a year and never had this issue. First time in my life that my money and business get refused. They lost a major customer

Horrible policies and customer service. We tested positive for covid 10 days before our trip. Obviously we dont want to spread this through traveling. Airline and rental car company made it easy to cancel. Sonder offers nothing. Not even a credit for future use. Just another greedy corporation choosing profits over community health. When you save up for a vacation, its hard to just be out that money. So they put us in a difficult position of should we just lose out on a vacation or wear masks and try to travel and hopefully not spread covid. A travel credit would be great so that we could just postpone the trip. God what an awful company

Despite the Covid situation that will, more than probable, prevents me from travelling, Sonder refuses to cancel my réservation. It is not respectfull to the customers.

I became sick with Covid 3 days before my birthday Vacation. I explained to them the situation. They told me Covid is now a normal thing because it’s been around so long. I told her I was having symptoms and had to quarantine my doctor said 10 days but a minimal of 5 according to the CDC. I also stated I didn’t need a refund but could I get a credit to return after I’m over Covid! She told me there was nothing she could do I could not speak to management. I can’t even fly having Covid. Never ever had I been treated like this during a pandemic. Businesses are normally understanding especially if you have a life threatening Virus. My stay was due to start January 8th 2022 my birthday, but because of the obvious I had to cancel 3 days before!!

Hello, I stayed at one of your airbnb provided stays in Philly, Pennsylvania located at 312North 2nd St from Dec 24 to Dec 26 of 2021. Two days after my stay Sonder contacts me saying that im responsible for $250 from violating the house policy from smoking in the unit. From here it made no sense. I went to this stay with one other guest, my boyfriend, and which both us dont smoke cig. I was in deep confusion since in no way it might have been from us. Therefore, I contacted Sonder to investigate on this matter. I talked with couple different Sonder representatives and there came more frustration. 3 out of 4 representatives I have talked to gave me one response. "The decision has been finalized from our management team." Which meant to me = " Just pay for the damage" Well, then I thought... they got the wrong person to mess with. If one of your customer has a problem then it is the customer services job to try their best to help the customer out. But no matter how much I have asked them to help me and told them my side of the story that there must have been a mistake, they did nothing about it and all they could say to me was "decision is final, sorry." They were rude and didnt even try to reach me to the management teammate or even anyone that can help me with this. Then, I started to investigate this with my own hands. Me and my boyfriend were looking at the "evidence photo of ashes" Sonder provided and looked at the videos and photos we did at the unit. I found that the flooring looked completely different in the video i took and the photo sent by Sonder. It did not match at all!! I requested this as an evidence. Also, I requested them for reinvestigation and since the $250 was for the special cleaning fee, I asked if any service was reported to be called in for cleaning in room 503 in the Sonder building. Also told them to look at the security cameras that no one but me and my boyfriend has entered the room so there is no way that pile of ashes were from our room. Another evidence on my end was that Sonder sent me an email telling me im charged with $250 and the photo evidence discovered was DEC.25th!! I was still in that unit until dec.26. This also made no sense. If the photo was reported from the housekeeping on Dec.25, that proves that it was not our room. Lastly, like in any other stays, there was active smoke detector throughout the stay. If Sonder's statement is true and we really smoked in the room, the smoke alarm must have went off. It is not my first time staying at airbnb and in no way I would even try to smoke in the house or apartment unit. Until today Jan.5, 2022 I havent got any updates from Sonder about the reinvestigation. Non. I basically message them every few days and all they tell me is "we are still working on it". Its been almost two weeks and after being falsely accused of something i didnt do as well as poor customer service, I need an answer and an apology from Sonder. Thank you

This has been by far the worst hospitality experience I've had. Deceptive advertising, no refunds for unhappy customers, customer service that is rude and unresponsive. I booked in for a month and after the first hour I was sure I needed to leave, they refused to give me any refund at all, they told me I could 'upgrade for £1300' or I would be stuck in the terrible room they'd booked me into. I offered to pay for a week, they refused and told me I need to pay the entire month no matter my problems. When I stayed at Sonders a few years ago, I loved the experience, but much has changed. They are pretty on the surface but underneath be prepared to get ripped off. (also, there is no artisan coffee.. very small thing but thought I should mention it)

The Sonder company appears to be uninterested in actually running hotels. I have coached many startup company founders, and Sonder appears to be a typical example of its founders having an idea—in this case, a cross between a hotel and an AirBnB—that they want to sell to someone. They want to sell the idea, not an actual hotel or hotel chain. Their current “hotels” seem to be merely proofs of concept to attract a buyer. Sonder is maximizing its attractiveness to buyers, by maximizing profits by removing the “hospitality” from the hospitality industry. Their “hotels” fail to provide even the most fundamental characteristics that either a hotel or an AirBnB provides, such as the ability to reliably, smoothly, and quickly check in. I got no communication from Sonder after I made my reservation via the AAA site and had a AAA confirmation. I had no idea that the “hotel” has no front desk, indeed no staff on site except part time cleaners. I arrived at the front door to discover the door locked, with a keypad for entry. No instructions at the entrance. Not even a phone number. So I phoned the phone number on their web site, and had to listen to a long automated message before learning I should press “1” if I was trying to check in. 15 minutes passed before a human spoke to me. I gave him my AAA confirmation number, because that was all I had. After an unreasonably long time, he found my reservation. Meanwhile my partner called AAA and spoke to the marvelously helpful AAA agent, who gave my partner the Sonder (vendor) confirmation number, which I told the Sonder person. After another unreasonablly long time, the Sonder person told me I had not paid a deposit nor the balance due, and had no credit card on file. And that was all the information he offered. No next steps. Apparently he thought his job was finished. After AAA’s agent talked to Sonder multiple times, eventually I got email from Sonder that linked to a form for me to enter my credit card information. This was now 45 minutes after we arrived at the “hotel,” so we were at the event we were attending that evening, not knowing if we had a place to spend the night. I interrupted my participation in the event to fill out the form, but then the Sonder web site showed a cryptic message about my details still being verified. I kept refreshing the page for a while. Eventually that message disappeared but still I had no check-in instructions. Then I realized the message on the site now was that my identity was being verified. After a while I figured out that the Sonder system had text messaged a phone number that was not mine. My guess is that it was AAA’s phone number, because I reserved via AAA’s site. I replied to Sonder email I had gotten (after AAA's multiple interventions), saying I still had no check-in instructions because of the wrong phone number. I got no reply after 30 minutes (but I did two days later!). So by email I asked AAA’s agent to call Sonder yet again. Again the agent succeeded (AAA Travel is awesome), and two hours after we had arrived at the “hotel,” I had what Sonder’s email and web site claimed were the keypad codes for getting into the building and then into the room. Those keypad codes were wrong. Nonetheless, after multiple tries (in the dark cold outside), the door opened. We managed to get into our room, went to our next event, and returned to find the same inability to get into the building, until again after multiple tries the door opened. Later I figured out that the last two characters of the building keypad code that Sonder gave me were unnecessary and indeed not allowed. The only reason we got entrance was because sporadically my delay between keystrokes was long enough for the system to conclude I had finished entering all the characters, before I got around to pressing the last two. The Sonder email reply that I got two days later obviously had minimal human input, because it said "I see that you already checked out. How's your stay so far?" Sonder's web site and text messaging claim that they are experiencing higher than normal volumes. But they have shown that message continuously for two days, so obviously this is not an exception, this is their standard operating procedure. It is totally unacceptable in the absence of any in-person staff, and in the absence of even the most rudimentary, standard procedures to support reservations and check-ins. There is no reason to stay in any Sonder property.