SonderReviews of sonder.com

This place is a joke. I’ve currently been been waiting 40 minutes for someone to come up and let me into the bathroom which for some reason is locked! The room is tiny and the wifi isn’t working! 🤣 It was a different experience when the Crescent Hotel owned it. Do yourself a favor and avoid this place

I paid $2,400 to stay in an apartment in Philly for a month. In advance, I carefully looked at my options and considered the amenities and location. I was very happy with the layout, style and location of my Sonder. The building, however, ended up being an issue. First of all, the air conditioning didn’t work. No matter what it was set on, the lowest room temperature was read as 72 degrees. I highly doubt that was correct as I was sweating all day long, to the point my clients (via zoom) asked me what was going on. I have raynaud's syndrome and I run a pretty cold body temperature so this was odd. I eventually sent Sonder a customer service request after 6 days of being warm to fix the air conditioner after the city had a heat wave and I was baked in the apartment for 2 days. Sonder has a frustrating set up for customer service. You will speak to a different representative every time. They will promise to help and then go radio silent for days, never to follow up and unable to be reached. I spoke to a customer service representative in the morning and they were vague saying they would “see if someone could come out.” Later that morning, the internet went out in the building. It was not restored until evening forcing me to use my hotspot and now, putting me in the position of having little data left on my phone during my trip. Anyways, I contacted customer support several more times, each a different representative, some of whom talked over me without listening to the whole situation. I was irritated that this request was taking so much time out of my day, with no consistent representative to address this issue. At night, before I had to see another online client, a repair man came to look at the air conditioner. I had to work in my bedroom while he was there. I received no updates from Sonder about next steps and had to call myself in the morning. I was told by that representative that it was “the least he could do” to request a reimbursement of some sort and to offer another apartment for me to move to. I now had to pack up an entire apartment that I was settled in, 3 bags of groceries and several bags to move across downtown on my own. I paid for an uber and got to my new apartment which had air conditioning and internet but would not have been the apartment I chose after spending so much time thinking about what I wanted. Then, after 5 days, sonder offered me $100 in credit to stay at another Sonder in the future. For all of the trouble I went through, for all of the calls and moving. The air conditioner never worked, it was just blowing room air around- I should have been offered a refund for the first 6 days of my stay if they really wanted to make up for this poor experience. I’m an online mental health therapist. I have the luxury of traveling all year while I work. I was hopeful that Sonder would be a resource for that but there are MANY other options for furnished monthly apartments. I recommend staying somewhere that treats your business with the respect it deserves and offers a product that you can depend on.

I have never had the worse experience in my life with a hotel. I visited V Palm springs by Sonder and went with my two boys 10 and 11 for my 11yr bday. We wanted to extend our stay due to it being so hot and wanted to spend one more day in the pool. When I tried to reach out through the app the rep sent me a message with we will be not be able to extend your stay you should receive details though email, and ended the chat. I was so confused. Mind you at this moment there is no staff in this hotel to check in or out ect only cleaning crew, bar staff members and a security guard one night. So if help is needed, questions concerns it’s all through an app. When I checked my email the message I received will be below. I did not understand what could I have possibly have done with my husband and two boys throughout our stay that I would receive such email. The only incident and I say incident because to my husband it was an encounter due to him being the nicest man in the world he didn’t think nothing of it. One of the staff members rudely ask my husband and kids to leave the pool due to it being passed midnight. Mind you this was the first time being asked my husband said ok np he was in the middle of playing with our boys. He told the kids ok let’s finish up and go the gentleman came back again with a security guard and said now get out! They were both so rude and even then my husband was not disrespectful but was stern about the response and said I heard you I will be out Its Father’s Day and we were playing. Now I am not one to really complain, be picky I mean we saw so many things in that hotel but again we are a family that minds their business unless it’s a danger sItuation. We wanted to enjoy the 110 weather by the pool so to receive such email without an explanation, I was so disappointed, and upset by the service Sonder provided. They did not take time to ask or explain what exactly did we do wrong to be denied and extended stay. Just because one of your rude staff members/security guard decided to be a jerk with my family he decided to act unprofessional and black list us? Btw we checked the next day if there where ppl in the pool after midnight and yup there was. And no staff member/security guard to say anything. So I know the consistency is not there and this was very unfair. Hi Wendy, I’m sorry, we won’t be able to accept an extension on your current booking. Here’s why and what we’ll do. At Sonder, we take a very cautious and secure approach to the bookings we accept out of respect for all of our guests, employees, neighbors, and partners. Due to your behaviour during your stay, your reservation was reviewed extensively and we won't be able to extend past your current check-out. Please note that this decision is final. Regards, The Sonder Team

I booked an apartment for My birthday weekend with my boyfriend, special request box we wrote “birthday” somehow that turned into that we was having a “ party” at the apartment and it got cancelled, whole service was very poor asked for non stop ID & questions throughout booking for them to cancel. assuming your customers behaviour before they step inside the building really isn’t the way to run a business. DISGRACE.

I cancelled my Sonder reservation in April 2020. It is now June 2021, and I still don’t have my refund. I’ve contacted customer service 1/2 dozen times or more. I have been told a refund is coming, but it never does. Do not use this company if there is any chance you may have to cancel your reservation. You’ll never get your money back.

Absolutely horrible customer service. Our stay had to be cancelled due to a natural disaster, an actual declaration of a state of emergency and tropical cyclone and yet Sonder STILL refused to send the full refund. “Not within the 14 day window” they said. How am I supposed to cancel 14 days ahead of time when it’s a natural disaster? Absolutely a joke of a company. Save your time and effort this place is a joke and they have absolutely no respect for their prospective customers. They will be nice and give you the run around but will do everything not to give you your money back. It has gotten to the point that I will likely have to get legal representation involved. Shame on you, Sonder. Pathetic.

Giving them 1 star was too much credit! SONDER is the WORSE place on earth you stay with. Sure it looks pretty but when you have a big problem, like the fact that I paid over 1000 to stay 20 yards away from a construction site that wakes you up at 5:00 on your vacation mornings, and then spending at least 2 hours of my so called vacation days trying to get it solved but NEVER able to talk to ANYONE who can actually solve anything. ITS BEYOND FRUSTRATING and NOW THEY HAVE PUSHED ME TO SEEK LEGAL ADVICE. DO NOT WASTE YOUR TIME OR MONEY FROM THIS HELL HOLE. U WILL REGRET IT!

Don’t do it! You can likely find a good hotel WITH a staff on site for a cheaper/comparable rate. I booked a Sonder room in San Francisco, then changed my mind and cancelled the same day. It’s been almost 3 weeks and I still haven’t gotten my money back despite their 24-hour cancellation policy and customer service team’s repeat apologies. Unlike a hotel, Sonder instantly charges you the full amount of your stay upon booking. So you’d better be 100% sure you want to stay there. If this is “the future of hospitality,” then the future looks quite bleak.