SonderReviews of sonder.com

Booked a condo with Sonder in Montreal. Booking cancelled almost one month before then reservation date due to severe Pandemic travel restrictions to Canada. Sonder kept the money and issue voucher for 1 year valid . That did not help because travel restrictions were not lifted in time line . Then asked them to issue as credit note they said unable to do so and extend another 6 months. But still the situation were not changed. Now asked today to use our payments for coming trip to Montreal they refused and said our payments has been burnt. So instead of give service they prefer to steal money. Despite it was force major cancellation . Shame on Sonder. Think many times before booking with such unreliable corporate and treat them with caution.

I travel for work and stay in hotels about 75% of my time for a few years now. I've had some really bumpy stays along the way, for sure. But things are either not that bad (life on the road isn't glamourous!) you have to expect some issues with cleanliness, noise, amenity/restaurant closures, less than amazing customer service, etc. But this experience with Sonder, wow, never before. So here it is, my first review ever and it is about Sonder. The idea is that if you stay in a place longer, that having an apartment versus a small hotel room would be better, and I agree that is a good idea. But you really do sacrifice all of the services, especially the customer service that any decent hotel would provide. The apartment itself was basic but dirty, mold in the showers and tubs, hair in the vanity (so gross lol), and grimy coffee cups stuck to the kitchen cabinets. Customer service was an absolute nightmare. It’s all app based which is great from a convenience point of view, or so I thought. They act like they want to help, but every answer is no. Room dirty, need an extra cleaning just ask on the app… answer = no. Need a bit later of a check out, just ask on the app… answer = no. And FYI, the actual worst part is their 'extra' fees which are insane. Again, I travel 75% of the time and have never had fees like this added on, mind blowing fees just to make money. Also, you can't work with the same rep or ever talk to anyone in charge in hopes of resolving a concern. Learned a lesson here about how dreadful staying with Sonder is and all I can say to you is please stay anywhere else, trust me, there should be a Marriott, Hyatt etc close by! Yikes!!!

Sonder kept a large amount of money we had in credit due to COVID complications last year. When we tried to rebook this year they said it had been too long since our last planned trip and we could not use the credit. Unacceptable customer service at a time where every other business is doing their best to make the experience easier for customers. Unacceptable behavior and example of corrupt practices where they feel Entitled to keep a large sum of money for zero services provided.

I booked a place in DC for three nights. They randomly canceled it due to "unforeseen circumstances" but offered to put me in up a hotel across the street at no additional cost or else they would refund me in full. I called them to say I'd like the first option. A couple hours later, I got an email saying they had not heard from me and canceled my reservation. I called them back and the man on the phone then told me that they had made a mistake and it was due to miscommunication. Not true. I confirmed with the first person I spoke to and he said I was all set. Since they canceled the reservation, the refund process could not be stopped. I was told to book the room myself, which I did, but at a much higher cost. We are meeting my son there and the same thing happened to him. I would NEVER use Sonder again. Buyer beware!

I am appalled at the lack of professionalism in this "company". We booked a condo for 6 days through VRBO and they somehow sold that booking to Sonder. I didn't think that much about it but when we got here, having paid over $300 per night for a 2 bedroom condo, the building did not actually have an address on it so we spent 20 minutes trying to find it, it smelled horribly like mold and mildew (as did all of our stuff after staying there), the windows faced out into a parking lot with curtains that did not cover the windows so everyone could see into our rooms, and the air conditioning in the second bedroom did not work at all so it was very hot and muggy in there. No way to sleep in conditions like that. Their Sonder "chat" app did not work at all, so I called Sonder immediately and they had no answers; can't get out there tonight, maybe someone can come and check it tomorrow, etc. Being in a hot, muggy city for vacation, that meant that no one could sleep in the second bedroom and one of us had to sleep on the sofa, which was not what I paid for, and I needed a definite answer for a solution right away since we aware on vacation and we had plans. They began texting me and passed my "case" on to different people until it got to someone who somehow starting making excuses for "it being pretty busy where you are in Philly..." We were about a thousand miles away from "Philly" so they clearly didn't know what was going on or cared about it, and just dropped it. The next day we had to wait for someone to come and check the AC and when they did they said that they could not fix it. "Sonder only books the listings, we don't manage them, so we'll have to see if we can get ahold of the landlord. But we can bring you a few fans and then tomorrow will be the soonest the tech person could come and look at your AC" !!!!!! Really? So you book a vacation rental thinking they will certainly remedy anything that will go wrong and they will not! They just passed the buck and left us hanging. We had to change our plans and go out to escape the heat and when we came back the fans were still not there. Second bedroom still super hot and muggy. Finally two fans came when we were out to dinner. No more contact with Sonder until I texted them again ***the next day, so now we are 3 days into our stay*** at 3 pm after we got back from trying to enjoy our vacation. No one had done anything about our "case" and the second bedroom was still hot and muggy. They continued to lie about "the tech guy will be there between 7 and 8 in the morning" (NOPE) and then when we called again, "someone will be there in 30-40 minutes". NOPE. They offered to move us to a different unit but by then I had looked up the dismal reviews of Sonder and read nightmares about people being told that, only to have their reservations canceled and stuck with no place to stay, so did not do that. Just a seriously horrible experience that ruined a trip we planned for 3 years for. STAY AWAY

Party hotel! Probably super nice if you are 23 & thrill seeking. Worst possible stay for anyone else. Crazy design ensures all room benefits maximum from any sound from unusually loud bar at entrance Really quite mad!

1. I stayed at one in NYC. When I arrived I found a piece of paper taped to the door, warning that if someone in my party had a compromised immune system, we should make alternate arrangements because they had had multiple cases of Legionnaires' disease from the water in the building pipes - um what!? Shouldn't this have been communicated BEFORE arrival, instead of taping a piece of paper to the door? 2. I was considering booking another room for another trip. The price literally changed as I was looking at it from $141/night to $156/night. I asked them to honor the lower price, their reply "We don't price match. Our prices changes from time to time. So, I highly suggest to book right away before the price will change." Is it changing from time to time, or is it bait & switching and pressuring me to book your apartment?

One of the most chaotic and horrible AirBnB stays I've ever had was my booking with Sonder. They don't make it clear that this is an app (funded by Valor among other VCs) being built on top of AirBnB. Photos look nice enough. But, when you get there, the electronic doors rarely work and have a habit of shorting out and locking you out of your room (usually at the worst possible moment or late at night). Someone will have to come let you in with a physical key that they won't give to you. I also got repeated text messages telling me to check out before my stay was complete. And, throughout it all, their customer service was that lovely mix of "friendly" and "polite" and "enthusiastic" without offering any remedy or helping at all. Downright horrible, scammy company that shouldn't exist.