SonderReviews of sonder.com

be careful this company they charge an additional cleaning fee systematically in my case for an empty bottle left on the floor and 2 clothing labels.

If I could not give a star, I would definitely not give even a star. I booked a room in Sonder. Before booking, I asked to see the room in advance. They found out a bunch of reasons not to show it to me, and finally showed me a video, but it was not the room I booked. When I arrived at the room on the day I checked in, I realized why they didn't let me see the room in advance because they wanted to conceal all existing problems and then refused to refund the fee. First of all, the elevator is broken and I have to carry a lot of luggage through the very small stairs. In fact, when entering the room, an unpleasant smell came from the toilet drain. The last terrible thing is that the air-conditioning ducts in the room make a huge noise, making it impossible to stay in this room for a second. I chose to leave the room immediately and ask to check out. Their customer service said that they could give me an alternative, which is to move to a higher floor in the same building, without an elevator, and there is no guarantee that the air conditioner will not make the same noise. I rejected this plan, which is not an alternative at all. Then asking them for a refund was an extremely painful and long process. In the end, they refunded part of the room price to me, but they deducted more than 800 dollars for no reason. I continue to expose their problems on twitter every day. Does anyone want to do this like me?

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.

Update 2023-Aug-15: I no longer recommend Sonder at all. Having watched (as customer and stock holder) their service and management go downhill I only recommend avoiding this company entirely. Update 2022-Jan-16: In the US I have discovered Sonder requires a 3rd party background check for long stays. When this failed due for technical reasons (in the 3rd party software) I asked why and what this is about. The response was that it's for the safety of their guests and that for higher rates I can still stay at a higher short-term rate. Which is obviously untrue (money magically makes guests safer?). As a result I've removed 3 stars. Clearly this company has low regard for its customers--especially long term repeat customers. And I no longer recommend Sonder, especially anywhere in the States (and I have researched the matter--in December 2022). To expand on this Sonder literally sends the customer to another domain where the identifying company information is an invalid address and phone number in San Francisco. I consider this remarkably unprofessional and makes me question the future of the company as it plots forward with its IPO. I'll have to look to see what happens to companies that offend their customers and turn away housing budgets. In Canada late 2021 the experience was more positive: I stayed at one of the Montreal locations (Le Guerin) twice for a total of just over 2 months late August and again October through November 2021. Overall the place was very comfortable and a pleasure. The company was responsive to help with any issues and I recommend it to friends and family (worldwide) based on my experience at this location. Additionally I intend to return to this and other locations where available as it fits my needs better than the alternatives (Airbnb, hotel, etc).

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.

I stayed at The Continental in San Diego for an anniversary, and it was such a good time 😊 I read the reviews before going, and a lot of them were ab how the customer service was not good. I called and texted them a bunch of times at their service number before going for peace of mind lol and they were so helpful and nice every time! Getting all the info beforehand definitely made everything so smooth. They even gave us little wine bottles and roses and candles in the room, it made our trip😊 The room was amazing and it was so clean! The bed was even comfier than mine at home and I slept so good. The checkin process is so easy, but can be complicated if you don’t figure it out before going, so I’d recommend asking a bunch of questions before check in! But it really was better than any hotel I’d been to, it was like having our own place and I loved it so much! It made our anniversary amazing and I miss our room, I definitely am going to book again🥲Thank you Sonder for our amazing stay and the kindest staff!