SonderReviews of sonder.com

I had an awesome stay at Sonder Houston. They were the best value place in the area. Service can be a bit more difficult because there's no front desk, but text support worked great. Main thing to be aware is that their check-in is at 4pm, so I had to wait longer than usual. Despite that, the unit was perfect. Exactly as pictured and twice as big as anything else neabry for the same price.

My family booked a larger unit for two months while our house was under construction. Sonder entered our unit and took surreptitious photos because they believed we had a nonexistent dog! I confronted them and they said they have the right to take surreptitious photos in units if they believe a house rules "violation" occurred. These people are insane! Watch out for invasions of privacy!!!!

So, I was scammed by these people. Booked online a week in advance. Everything seemed fine, though the evening before our stay I get an email saying that I can no longer stay because of "plumbing issues". Of course they would have sort me out, unfortunately I do live in London and I know the place. It's really crappy hotel! So I call their call centre using my wife's phone and guess what? The room is available for her to book! I tried to call back, and again, we'll sort something for you.... Never heard back. And their website showed plenty of beautiful rooms available! Ended up cancelling and booking a different place 12h before departure. I wish I checked trustpilot before!

We stayed in Sonder for several months and overall the staff is nice to talk to and so on but their policies are the worst ever. -- Plumbing issues are common and the reason is that they put a cheap veneer of modernity to very old buildings that nobody wants so the core ir rotten and breaking all the time. -- We stayed several months in Philadelphia and after spending more than $15,000 the last day the refused to give us a later check out at 1:00 pm because the cleaning crew could not clean another unit in the meantime... -- They price as if they were an airline or a hotel moving the prices everyday (or sometimes even more often) including long stays which is very annoying as it makes it impossible to plan properly as you never know how much prices have moved when are ready to book. -- The furniture is cheap and disposable. It gets to be expensive given what they provide which is like airbnb standardized.

I wish I would have read these reviews prior to booking with Sonder. We stayed at The Local in Tempe. We are a family of 4 and rented a two bedroom. The space was fine. Clean and spacious. Broken glass shower door was replaced by a cheap shower curtain and other short-cuts but nothing worth noting until the AC turned on. The AC unit was so loud. It sounded like a helicopter was landing in our apartment. We had to keep our unit at 75 degrees in order to keep our sanity. Even that was manageable. What is unacceptable is their absolute lack of customer service and the issuing of a single key fob. Our unit was only accessible with a key fob. Customer service did not respond to our request for a second fob. Imagine going on vacation with a family of four and only having a single key to your hotel room and without that key, you can’t leave your floor! This was us. I sat in our apartment, literally locked on our floor with no way to get my baby and myself down 6 flights of stairs (the only alternative to the elevator). Who goes on vacation to get locked in their room with NO RESPONSE from customer service?! I finally received a response when I was provided check out instructions. Sonder offered $250 credit for trapping us in our room and not responding to our outreaches. Call me crazy but after spending a day of vacation locked in an apartment, I am not looking forward to spending more money with this company. I wrote an email explaining the details and received no response. The lack of customer service is astounding. With so many lodging options, I would highly encourage people to consider anything other than Sonder. Spend your money where people will care about your experience and respond to your requests. Sonder is the worst. As I wrote in one of my many outreaches to the company, I have exhausted all of the adjectives I can think of to describe this lodging experience.

The apartment I stayed in was amazing and clean. The worst part was that support via texting was asking me inappropriate questions about my reasons to stay . They said that my drivers ID is with local address and was asking me why I’m staying and that they will cancel my reservation if don’t tell them why I booked an apartment. THAT IS NOT YOUR BUSINESS!!!!! I paid for an apartment and I should not be asked those questions!! Ridiculous and low customer service!!!! That’s why 1 star and will never recommend

If you're reading this, you're probably wondering if you should stay with Sonder. At least, that's why I first came to this page. The reviews here are pretty disturbing, and I was very concerned about renting from them. But I needed a place to stay for a month with not much heads-up, and the pictures on their site were very enticing. So, I took the plunge, though I rented an apartment at one of their New Orleans sites through Airbnb, whose customer service I trust much more and who will help you find alternative accommodation if the host cancels your trip or something else goes awry, which was a recurring theme in the reviews I read. I'm now writing this review at the end of my month-long stay. I don't usually write reviews, but I know there are a lot of people out there who are like me and need a place to stay and are hoping Sonder can be it. Overall, my stay was very pleasant. Sonder texted me the building and room code the day before my stay, and both worked just fine. The room was very clean, and equipped for a month's stay as expected. At one point during my stay, the lock to my apartment door (it's an electronic keypad) was running low on battery. I messaged Sonder through the Airbnb app and they responded within half-an-hour and someone was at my apartment to replace no more than almost fifteen minutes later. When I was first messaging them about renting the place (I had some initial questions about the availability of some of the amenities re: Covid) they were also very prompt in their replies. All in all, communication was very good. A few knocks against the place: the room was smaller than expected and did not look like the pictures on their site (or the Airbnb site) for the location. I had expected a king-size bed according to the post and I was given (and paid for) a queen. That being said, it was a perfectly fine room for one person, had nice decor, and I was satisfied enough that I didn't try to argue about it. Another knock: one time someone came to my room to check that the fire extinguisher was there and full--which is fine-- but I had heard him going to the other rooms/apartment and just letting himself in if no one responded. It is concerning that they thought it okay to just let themselves in without even some kind of warning, but it happened only once (I was always in my room during working hours). Those were the two notable negatives about staying with Sonder. There were some other small issues with the building itself, but that's on the company that manages the building, which is not Sonder. Though that is another issue in that there is a disconnect between the building manager and Sonder (e.g. Sonder told me I couldn't leave my bags in the building before check-in, but the staff said it was fine to leave them in the mail room. Sonder told me the rooftop and gym were closed due to Covid; they were not). I'm relieved my experience was good based on the other reviews. I will say this for, again, those who are like me in trying to figure out if Sonder is a scam. I don't think it is. I did some brief research on the company before renting from them, and they have serious investors (e.g. JP Morgan). That doesn't mean they can't be bad, but they also can't be screwing around. I read an article somewhere that they had to cut about 30% of their staff at the beginning of the pandemic, so I suspect that explains a lot of their poor customer service reviews. Again, I found their customer service to be very prompt, but I did notice that usually a different person would respond to each message, kind of like Paypal. It can make an extended conversation difficult at times, but it wasn't problematic. A lot of the people in these reviews had trouble contacting them through the phone. I did, too, the one time I tried to call because of the keypad battery. Messaging them always proved quick, and I think that's because they have staff outsourced abroad who can more easily respond via message. So, my advice is that if you're going to rent through Sonder, to try to do so via Airbnb. I can't promise it will be a smooth trip as mine was, but I don't think you're necessarily setting yourself up for a disaster, either. I know the negative reviews on this site can be frightening, but remember that the people who are leaving reviews here are those who had negative experiences, not those who had good ones. If you look at the Airbnb reviews, they're much better. I gave Sonder five stars because I had a nice stay and am rather complacent, but despite that I probably would not try to stay here again simply because of the price. You definitely pay for location with Sonder-- I was seconds from the French District--but there are plenty of nice Airbnbs out there that can be had for cheaper. If Sonder were cheaper, I'd have no issue staying with them again. I hope this essay helps you find your next stay. Good luck.

I cannot say more negative things about sonder. Two weeks before I spend a month at their property in Miami, flights booked, accommodations made--I get an email via VRBO the reservation is cancelled and Sonder did NOTHING to help. At all. I called and they were like "we don't have any other accommodations available for you". I've never been more upset in my life I will never use their service every again. Steer clear.