SonderReviews of sonder.com

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.

We stayed at the Sonder in Westminster - Arts Council, London. Incredible property and phenomenal service. I don't think I will ever be going back to booking 5 star hotels anymore. Sonder is the way to go!

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.

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.