SonderReviews of sonder.com

I booked a sonder and they cancelled my reservation two days prior to my trip because "their lease for the unit ended." No attempt by customer service to rectify the situation or offer alternative booking. their response was essentially, sorry too bad, nothing we can do, bye. Do not recommend using them.

An headache even before staying!

My Brother from Colorado and me from Texas booked over a month in advance just so we could be next to each other and share a Balcony overlooking Toulouse Street in the French quarter. Both our wife’s have health issues and can not walk far so we Purposely thought close to Bourbon Street. Two days before we got there my Brother got moved to a different hotel. No view or glimpse of Bourbon st. She had to walk farther!!! They were told there was an elevator but was lied to. Our AC was out our entire stay. We will NEVER stay at a Sonder property again!!! My Brother was told he would get a larger room but it was smaller. Looked on website and saw the rate was less than he was charged after being told it was cheaper. Their AC did not work the first night that they called and it got fixed the next morning our AC in our hotel did not get fixed at all. They kept telling us It will be fixed tomorrow morning the guy came first thing in the morning and said he’d have to send someone else the compressor was out it would be the next morning and by the time we got any confirmation from the hotel they were going to put us in a different room but we were checking out in less than 12 hours later !!! Why move

Awful time trying to get into/ check-in the unit in Miami accommodation on Easter Sunday. Received two codes and neither worked. Luckily we managed to find a housekeeping assistant and used her own number to get in but thereafter it has been an absolute mess as we essentially became prisoners and couldn't leave all together to go out and have a dinner. I called them and emailed and talked online with them. Dealt with 5 different Sonder agents. And they all kept telling me the same god damn codes which don't WORK. I am now on hold with the 6th agent and have been waiting 3.5 hours!! So stressful. I had to send out the family to eat without me. It has ruined our first night (out of 2 nights that we are staying). This is the worst experience I have ever dealt with for a hotel.

Sonder online check in system is absolute disgace. I spend almost two hours for online check in process which typicaly takes only 5 minutes. I recived multiple emails from Sonder, 11 emails, urgent actions required, etc. They end up asking for 8 guests check in info, while it was only 4 guests......absolute utter mess, disapointing

We made two reservations, one for two nights and another for three nights in New Orleans. We had a really long flight due to severe weather on 3/30 to get to New Orleans and really just wanted to rest in the apartment we booked. We didn’t check in until approximately 11p and were very exhausted. However, neighboring unit was extremely loud and we can hear loud music, TV and people yelling at 2a. We woke up multiple times around that time due to those noises and I couldn’t go back to sleep. I reached out to Sonder and used their chat function for 30 minutes but they couldn’t get us anywhere. Nobody from Sonder called or visited my apartment and noises continued. I also tried to knock the door at the other unit myself but no one answered. After about an hour with no solution, I had to call 911 myself and reported the situation. I have multiple video recordings to show how loud the noises were. The police came at roughly 3:30-4a and it took him another 10 minutes of banging the door to get the tenant at that unit to respond to the door. Through this two hour window, I received no further contact from Sonder to resolve this. As such, we barely slept this evening and my wife and I both had to work all day on 3/31. The last agent I spoke to said she had already arranged a transfer for us in the morning and everything was taken care of. I just need to send a message via chat in the morning when I’m ready to move. This is a lie again. In the morning at approximately 10a, I sent Sonder a chat notifying them we are ready to move around lunch time. The agent was very confused and it wasn’t as simple as “tell us when you are ready and we will send you check in instructions and location of the new apartment.” I gave up on the chat and called Sonder and explained everything all over again. The agent this time said our transfer will need to be approved and they are still trying to work that out, which was different from what’s communicated to us previously. At one point, she even called us back and asked if she had my permission to apply for a move. Is this serious? Why have I been on the chat and calls all night and morning if we don’t want to be moved? At around 11a, a cleaning staff knocked our door and asked us to leave because standard check out time is 11a. This really caught us off guard because I had clearly stated we would be ready to move around lunch time/noon. We are too tired to fight it and we stopped working and packed our luggage and left the unit. In addition to all these hassles, we paid for the Lyft ride ourselves just to get to the new unit. After we checked in the lobby, we went to the new unit and saw the apartment wasn’t even done! The maintenance staff and the cleaning cart was still outside with our door open. A person was working on the bathroom rod and curtain. Why would you ask us to hurry and leave the room we booked for two nights when your replacement unit wasn’t even ready for us? Anyhow, throughout the afternoon of 3/31, there were at least 3-4 times of knocking our doors asking to come in and fix the shower issue (one lady said she didn’t have the right curtain size, another person said everything is ready to go, a third person came again and asked us if we have our curtain). There were clear confusions among them. Again my wife and I were both working and in meetings that afternoon and had to repeatedly answer the door. Just as you think all of our issues can come to an end and there can’t be anything worse happening for a two day stay, the shower rod and the curtain fell off in the morning of 4/1 as my wife was taking a shower. I heard this loud bang noise from the bathroom floor and immediately went to check on my wife to see what happened. This big rod hit her left leg and foot and she was extremely terrified. Due to the pain, she couldn’t even finish her shower. I obviously couldn't take a shower that morning as there was no curtain and water would just flood the entire bathroom. As of this morning, my wife still has sourness on her left leg. What’s worse than a personal injury was how Sonder handled the whole situation. For all of these troubles we went through, they offered a $140 Sonder credit. That’s it! And this is after multiple rounds of “escalation” by Sonder’s Business Solution team specialist Jakob B. As a reference, we paid for $350 for our reservations. Just as you think our bad experience will end here, here comes more horrifying issues. During our second stay of 3 nights at another unit, we found giant roaches on multiple evenings. I had to kill them with my bare hands. We took pictures and video clips of it and sent them to Sonder immediately. There was no pest control that came throughout our stay. On our second morning, my wife also noticed 5-6 bedbug bites and we sent pictures to Sonder immediately. We were offered a refund of $70, the cleaning fee, on a $1050 reservation that I paid.

we stayed in the San Antonio location... the room was perfect.... but once we got home. we had received a unit damage charge of $150 for pet hair..... we don't own any pets!!! customer service says they can't reverse the charges as they had photos that they could not show me. will not do business with them again

If you and your travel companions don’t mind drinking out of dirty glasses – (one with a crack in it), sharing one dirty washcloth, and touching smudges on the doors and walls from previous guests – this place is for you. The list continues. I wiped down the smudges, but when we saw the rest of the unsanitary conditions, I called Sonder. Forget getting anywhere with Customer Service, which is located in some third-world country. They assure you the issue will be addressed and then you never hear back. I have called six times now and every time I have gotten a different person who didn’t know anything about my previous complaints. If they do not clean this place from top to bottom, we are leaving. No way will we stay with someone else's dirt for the next two weeks.