SonderReviews of sonder.com

Really really poor experience. I chose to stay in a London location with them that is advertised as being good for work trips. It ended up having no soundproofing and some tech not working. I tried to reach out on the app, spent about £45 in calls as the customer service is in the US and nothing got sorted. In the end they stopped replying and sent me a message at 3.45am uk time ignoring my issue and not actually responding to what I had asked. I then contacted Booking.Com to get a refund which they then told me Sonder had agreed to. We’re now a month later and still no refund. Extremely bad customer service, communication - would never stay with them again

$800 stolen from me! I had a booking that I cancelled when the world went into lockdown. I live in the UK and was meant to travel to Texas but had to cancel my flights and Sonder booking for obvious reasons. When I requested the cancellation, a person at Sonder reached out and asked if I would like to receive a booking credit. All being well I decided to help support the travel industry and not take my money back. They have wages to pay still and I knew I would use them again in the future after multiple stays all over the US in the past. Now let's skip forward to today. I dug out the credit email that I had saved and noticed that it had an expiry date on it dated May this year. I thought to myself, "Well seeming at the US hasn't even opened up to the UK until November, this will surely be something I can resolve with the team". So I messaged them and have had nothing but brick wall back from them. They have basically told me, We are not going to help you use your credit. It had an expiry date and you could have used it in any other location around the world. End of story. I thought Sonder had something good going for them. They had great places to stay and great service. Seems like they are just a money grabbing organisation that don't care about their customers after all. Last time I use them. And will be taking my corporate travel elsewhere moving forward.

Stayed at a Sonder location in Phoenix, AZ. The process of check in and out is seamless, once they send you the check in information. The first booking was a 2bd/2bth apartment. The master bed had bedbugs!! We spoke with multiple people, they only had 1bd/1bth units left. The service was fine, however, the units aren't the cleanest, had to wear socks indoors and the bottom of our socks were near black. We were traveling with our kids, so that was a concern for us. The physical location is conveniently near downtown and all the museums.

I stayed at the Sonder in Beverly Hills because I was very familiar with & had stayed often at the lovely boutique hotel called the Crescent, evidently purchased by the Sonder company. The Crescent was the type of place that put out tea/coffee & beignets at the end of the hall in the early am. 1st - there is zero customer service with Sonder. They want you to communicate by email but, though they respond, they do NOT answer your question AT ALL. So, the response is useless. There is no help at check in - you get an emailed room #, a # to open the hotel front door & a number to open your room door. There is rarely anyone at the front reception. When I returned to my room & found the door unlocked, I did find someone who checked it & said the battery must be defective & they would have it fixed. Meanwhile, the door had probably been unlocked all day. My room was fine - attractive & roomy. There was an implication on line that there would be an eating area -no such thing - just bedroom. There was a small fridge like most hotels & coffeemaker. There is NO ROOM CLEANING unless you pay an additional fee. I only found out when I returned to my room & noted that nothing had been done. There is a nice TV but unless you come with a cell phone filled with apps, you won't be watching TV. They have evidently saved money on cable. Keep the TV on anyway if you want to know what time it is. No clock, no house phone. I think they envisioned something between a hotel & an air B&B that would be in downtown rather than suburb location but the price is upscale hotel. On line info indicated lots of financial investment in the SONDER idea but I would NEVER stay again. Maybe they should not use the names of the hotels they purchase so possible renters won't be surprised. Its not a hotel, it's not a B&B. While awaiting my pick up, 2 men came to the lobby to complain - 1 about the TV; one about cleaning & not getting the coffee he had called for the day before. There was an apology for the coffee & he was told if he wanted new towels, he should put the old ones on the floor in the hall. Yuck.

Absolute nightmare of a company. Never book with them, seriously. At the beginning of the pandemic, many folks, including us, had to cancel reservations because the world went into an unprecedented global lockdown. Hotels, Airbnbs, airlines all gave full refunds or full credit. Sonder refused to give ANY credit to anyone. After weeks of back and forth, they changed their policy to give 50% credit, and after months of back and forth, MONTHS, on our own thread, we finally got back full credit. I booked a trip with that credit before it expired, and recently had to change the dates due to a work conflict. In the UI, I clicked some dates I had scouted out, then "Continue to payment". NO confirmation, it changed the dates and forfeited over $100 of the credit. I realized I had clicked the wrong dates and tried to change it to the correct dates (that I had had to separately scout out because their UI has no way for you to see or confirm the monetary changes for changed dates beforehand -- awful UI), and they tried to charge me extra money. Customer service has been no help, and I'm just now out over $100. I haven't even stayed at the place yet. What a disaster of a company

Thoughtless company !! ZERO stars. Gave us a voucher to use after I pushed for that as I had an apartment booked in New Orleans for March 2020 which obviously we couldn’t use as Covid shut down the city. My husband and I got Covid and was sick for months. We are both seniors. My father in law passed away and then our house was hit by Hurricane Ida and we got $1,000’s of damage that we still haven’t had repaired. I then looked into the voucher on my email and saw that it expired in April 2021. I reached out to them to explain due to all our circumstances I had not thought about or looked into a vacation. After a few emails back and forth they refused to extend the voucher. So we basically gave them $600 for nothing. Absolutely disgusted that huge company would do this. I didn’t ask for the money back I just wanted to have a well needed break. They even said they hoped I would consider them in the future. HELL NO! I wish no one would use this awful company.

Really wish I could give negative stars. They have severe customer service issues. It has become increasingly clear that this "company" is a scam. They have these places (apartments, hotels, motels) that they rent out but are not on location. They operate online only and communicate via the app, text, or phone call. The customer service rep I talked to had me on hold for over 30 minutes and then disconnected our call. When I asked to speak with a manager, she said that they don't have a direct line to management. WHAT?!?!?!?! This company is awful. I really wish I had read reviews first before booking. Now I might be out of money for a trip I can't go on due to my travel companion being exposed to COVID.

Can I give zero stars? This company took my money during the pandemic, and then refused to refund. I was granted a credit, allegedly. However, that credit was not used in a time that they stated…because there’s a pandemic. They refuse to grant an extension on the credit or refund me. Literally stole $1500.00 Garbage company.